During a major sale event like 11.11, the Commercial team changes a deal's discount without informing Marketing, leading to customer complaints about incorrect pricing. How would you resolve this while the event is live?
Why This Is Asked
No verbatim questions are publicly documented, but the role requires coordinating with Commercial, Marketing, and Product teams during campaigns, so this tests conflict resolution and cross-functional communication.
General Approach
Prioritize immediate damage control, then bring teams together to align, and finally propose a proactive process improvement. Demonstrate that you value collaboration over blame.
Sample STAR Answer▾
Situation
While interning at a retail company during a big holiday sale, the merchandising team decided to slash prices on several items without updating the e-commerce team, causing the website to display the old, higher prices and frustrating customers.
Task
My task was to quickly align both teams, correct the customer-facing information, and prevent further complaints without pausing the sale.
Action
I immediately set up a 10-minute emergency huddle with leads from both teams to confirm the new discounts. While they talked, I drafted a temporary site banner stating 'Prices updating – refresh for final price at checkout.' Within an hour, we had the correct prices live. Afterward, I proposed a shared real-time promo tracker on Google Sheets to prevent future misalignments.
Result
Customer complaints dropped by about 70% that same afternoon, and the promo tracker was adopted for all future campaigns, reducing pricing errors to nearly zero.
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