What would you do if a customer is upset because a product they want is out of stock?
Why This Is Asked
To gauge your resourcefulness, problem-solving, and capacity to handle common retail frustrations without losing the customer.
General Approach
Walk them through your step-by-step process: calm the customer, verify stock through all possible means, and provide at least one alternative solution.
Sample STAR Answer▾
Situation
At my previous retail job in a department store, a customer wanted a specific branded lotion that was sold out.
Task
I needed to turn her frustration into satisfaction without losing the sale.
Action
I empathized with her disappointment and quickly checked our store inventory on the computer. When I confirmed no stock, I called our nearest branch and reserved the item there. I also showed her a similar lotion we had on promotion, which she could buy now while waiting. She decided to try that one.
Result
She purchased the alternative lotion and thanked me for going the extra mile. Later, she returned to buy the original item when it was back in stock.
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