Retail Assistant and Sales Associate Interview Questions and Answers (2026)

Ask what she wants it for and where she will wear it. If the cheaper one suits her, say so and why. A customer who is sold the right thing comes back. If I am measured on sales, I would still be honest, and I would mention any add-on only if it helps her.

A customer held two jackets, a £120 one and a £70 one, and asked which was better. I asked what she needed it for. She said she walked her dog every day and needed something light and showerproof. The £120 jacket was warmer and heavier, with a fur lining, which she would find too hot. The £70 one was lighter and waterproof. I said, 'For daily dog walks, I'd choose the £70 one. The other is lovely but it's really a winter coat.' She tried it on, walked up and down and said it was right. I suggested a matching hat, which was on offer, and she said no, so I did not push. My sales figure for that transaction was lower, but she returned a month later to buy trousers and asked for me by name. I told my manager what happened.

Be polite and clear. A worn dress with the tags removed is a change of mind, not a fault, and there is no automatic legal right to a refund in store, so it depends on the shop's returns policy. I would check the policy, explain it kindly, and ask if anything is wrong with the dress.

A customer brought back a dress she had bought three days earlier. The tags were off and she had worn it once. She said, 'I have a legal right to my money back.' I did not argue. I said, 'Let me check what I can do. Is there anything wrong with the dress, like a fault or a tear?' She said no, she had simply changed her mind. I explained, 'Our returns policy is for unworn items with tags, within 28 days. I understand it's frustrating. If an item is faulty you have rights whatever the policy says, but with a change of mind it depends on the shop.' I asked my manager if there was any room for goodwill. She offered a credit note at a reduced value, as the dress was worn. The customer accepted. I was honest about the law and the policy and did not pretend either was different.

Take the boots seriously. Rights for faulty goods apply in a sale as at full price, and a sign cannot take them away. I would apologise, ask about the fault, check the boots and proof of purchase, and get my manager to authorise a refund, repair or replacement. Then I would tell my manager about the sign.

A woman brought in boots bought in the sale that had split along the sole after two weeks. She said the label on the shelf had said 'No returns on sale items', and she thought she was out of luck. I said, 'I'm sorry they've gone. Because they are faulty, you have the same rights as if you had paid full price, and the sign doesn't change that.' I looked at the boots and agreed it was a fault, not wear. She had her bank card, which I used to find the sale on the system. My manager authorised a refund. I then asked my manager to remove the sign, because it could make customers think they had no rights if a sale item was faulty. She had it taken down and replaced with wording that said sale items cannot be returned if you change your mind but faulty goods are covered. The customer left with her money and said she wished all shops were that clear.

No ID, no sale. Politely say that our policy is to ask for proof of age from anyone who looks under 25, and I cannot serve him without it. Selling to an under-18 is an offence. Offer to hold the bottle while he fetches ID, and tell my manager if it escalates.

A young man came to the till with a bottle of wine and said he had left his ID at home. He looked about nineteen. I said, 'I'm sorry, I can't sell it without proof of age, because it's our policy to check anyone who looks under twenty-five.' He got annoyed and said I was being ridiculous. I stayed calm and polite and said, 'I understand. If you come back with ID, I'll gladly serve you.' I put the bottle behind the till and entered the refusal in the refusals book, with the time and a description. I told my manager at the next quiet moment. He thanked me. Selling alcohol to someone under 18 is an offence, so when I am not sure, I ask for ID every time. I would rather lose a sale than risk a fine, my job and the licence. The customer did not return.

Refuse the sale. It is an offence to buy alcohol on behalf of someone under 18, and I suspect that is what is happening. Say politely that I cannot serve her because I think it is for someone under age. Record the refusal and tell my manager, so staff and security are aware.

A woman in her thirties put a four-pack of cider on the counter. Through the glass I saw a teenage boy outside, looking in and then looking away. I asked her, 'Is this for you?' She said yes, but she did not look at me. I said, 'I'm sorry, I can't serve you. I think this might be for someone who's under age, and I'd be committing an offence if I sold it.' She said I was making things up. I stayed polite and said I was following our policy for every customer. She left without the cider. I wrote the refusal in the book, with the time and a description of both of them, and told my manager, who told the other staff and the nearby shops through the local retail scheme. The Licensing Act makes it an offence to buy alcohol on behalf of someone under 18, and an offence to sell to them. I did not confront the boy. I only had to refuse to take part.

Take a moment to check the note properly: feel, tilt and look at it. If I still think it's wrong, I'd politely say I need to check it with my manager and not accuse the customer. Follow store procedure, which is normally to keep the note and contact the police, and not let him leave with the goods unpaid.

A customer bought a £3 item with a £20 note, which is a pattern I had been trained to look out for. The note felt slick. I did not say anything dramatic. I said, 'Let me just check this,' and tilted it to see if the metallic strip changed, felt for the raised print and looked at the see-through window. It did not behave like a real note. I said, 'I'm sorry, I'm not happy with this one. I'll need to ask my manager.' I asked him if he had another way to pay. He said he'd got it from the cash machine and was cross, but I stayed polite. My manager came, agreed, and phoned the police as our procedure says. I put the note in an envelope and wrote the time on it. The police came, took the details and the note, and told me I would get a receipt. I'd checked the note without accusing the man, and I did not hand over the goods.

Do not chase or confront him. Following the store policy, I would note what he looks like and what he took, tell my manager or security, and let them decide. If he is threatening, keep clear. Your safety matters more than the stock. Record the details afterwards.

On a busy afternoon I saw a man put three tubs of protein powder into his bag and walk towards the exit without paying. I felt my heart pounding. Our policy says staff do not chase or physically stop anyone, so I stayed behind the counter. I memorised what he looked like: grey hoodie, black rucksack, red trainers. I pressed the discreet button for the manager and told her where he was. She followed to the door, watched him, and phoned the police. I did not go after him. Afterwards I wrote down what I saw, with the time, the products and the description, and checked the camera system with her to find the footage. The stock could be replaced. I couldn't.

Stop people walking through it first: stand by it, put a wet floor sign out or ask a colleague to. Call for a colleague to cover the till if I am on it. Clean it with the right kit, check the floor is dry and tell my manager. A spill is a slip risk for customers and staff.

A customer dropped a bottle of cooking oil in a busy aisle and apologised. I said, 'Thank you for telling me, please don't worry.' I asked her to stand back, and stood next to the spill to warn people. I shouted to my colleague to bring the wet floor sign and the spill kit, which I knew was kept behind the customer services desk. We put the sign down and I covered the oil with the absorbent granules from the kit, as I had been trained to do. Once it had soaked in, I swept it up, mopped the area, and checked that the floor was dry and not slippery. I noted the time and what I did on the accident log and told the manager. Oil on a shop floor is exactly the kind of hazard that causes falls. The queue at the tills waited a little longer, but nobody fell.

Stay calm, do not argue, and say once that I will not be spoken to like that. Press the alarm or call my manager, keep a safe distance, and let him leave. After he leaves, write down what he said, tell my manager and use the incident procedure. A threat is work-related violence.

A customer who was refused a refund on a worn item swore at me and said, 'I'll be waiting outside for you.' I felt my stomach drop, but I kept my voice level and said, 'I'm not going to be spoken to like that. I'll get my manager.' I pressed the call button, stepped back from the counter and let my manager take over. She asked him to leave, and he did. Once the store was quiet I wrote down exactly what he had said, the time and what he looked like, and my manager recorded it in the incident book. She asked if I was all right and offered me a break and a lift to the bus stop at the end of my shift. She also told the police. Abuse and threats should always be reported, even when nobody is hurt. Reporting it meant I was supported, and the store could protect other staff.