Sample interview questions: How would you handle a situation where a customer is dissatisfied with a wine recommendation?
Sample answer:
Understanding the Situation:
- Acknowledge the dissatisfaction: “I’m sorry to hear that you’re not satisfied with the wine recommendation. Your feedback is important to me.”
- Listen actively: Allow the customer to fully express their concerns without interrupting. Pay attention to both their verbal and non-verbal cues.
Responding Professionally:
- Apologize sincerely: “I apologize for any inconvenience or disappointment this has caused.”
- Explore the issue: Ask specific questions to gather more information. For example, “Could you describe what you didn’t like about the wine?”
- Recommend an alternative: Based on the customer’s feedback, suggest a different wine that aligns with their preferences. Explain the characteristics and potential pairings of the new selection.
Making Amends:
- Offer a taste: Allow the customer to sample the alternative wine before committing to a full glass or bottle.
- Compenate fairly: If the customer remains… Read full answer