Question: What is your approach to turning down a customer’s order or request, due to unforeseen circumstances? What would you say and how would you say it?

Alternative Question Phrasing:

If you had to turn down a request from a valued client, what would you do?

Follow-up questions:

Question Details:

Question Type:

Skills:

Basic – Monitoring (Making observations of self and environment),Basic – Speaking,Social – Coordination (Adjusting one’s own actions in relation to others),Social – Service Orientation (Customer Service/Focus),Social – Social Perceptiveness

Abilities:

Cognitive – Oral Expression

Work Activity (Task):

Interacting with Others – Communicating with Persons Outside Organization,Interacting with Others – Establishing and Maintaining Interpersonal Relationships,Interacting with Others – Selling or Influencing Others,Mental Processes – Evaluating Compliance with Standards,Mental Processes – Judging the Value of Things, Services, or People

Work Context (Person-Job/Team/Org Fit):

Interpersonal Relationships – Deal With External Customers

Work Style (Person-Job Fit):

Approachability,Assertiveness/Courage,Compassion/Concern for Others,Handling Ambiguity

Question Frequency

Question Difficulty

What to look for in an answer:

If the candidate emphasizes on how they tried to explain the situation to the customer.
You are looking for the candidate’s ability to trying to remain reliable to the customer.
If the candidate talks about adhering to company’s policies.

Red Flags to Watch For:

If the candidate avoids talking to the customer after not fulfilling their request.
If the candidate tries to be too assertive.
If the candidate has a negative opinion about the company for not being able to help with the client’s request.

Sample Answer:

N/A

Question Source: https://www.jobbankusa.com/interview_questions_answers/