Tell me about a time when you made a mistake in a transaction. How did you handle it?

Sample answer to the question

Once, I made a mistake in a transaction when I accidentally gave a customer an incorrect amount of change. I realized my mistake after the customer left, so I quickly informed my supervisor. They advised me to check the register and count the money to verify the error. After confirming the mistake, I immediately contacted the customer and apologized for the inconvenience caused. I explained the situation and assured them that I would rectify the error. I then requested them to return to the store, and once they arrived, I provided them with the correct change and an additional discount as a gesture of goodwill. The customer appreciated my honesty and prompt action. I learned the importance of double-checking transactions and the value of open communication with my supervisor.

A more solid answer

During a transaction, I made a mistake by miscounting the customer's change. After realizing the error, I immediately took action. I informed my supervisor about the mistake and asked for assistance in resolving it. Together, we reviewed the transaction, cross-checked the register, and identified the exact error. We found that I had given the customer $10 less in change. I took full responsibility for the mistake and apologized to both my supervisor and the customer. To rectify the situation, I immediately contacted the customer and explained the situation, ensuring them that we would make it right. We arranged for the customer to return to the store, where I provided them with the correct change and a small gift card as an apology. The customer appreciated our honesty, transparency, and willingness to fix the mistake, and they left the store satisfied. This experience taught me the importance of remaining calm under pressure, seeking assistance when needed, and taking immediate action to resolve any errors.

Why this is a more solid answer:

The solid answer provides more specific details about the mistake and the steps taken to handle it. It addresses all the evaluation areas by highlighting problem-solving skills, attention to detail, customer service orientation, ability to handle transactions accurately, communication skills, and ability to work in a fast-paced environment. However, it can be further improved by including more information about the specific actions taken to ensure accurate cash management.

An exceptional answer

During a particularly busy day at work, I made a mistake in a transaction that could have potentially resulted in a loss for the company. I accidentally processed a refund for a customer's purchase twice, amounting to a significant sum of money. Realizing the error after the customer left, I immediately alerted my supervisor and explained the situation. We both understood the urgency of resolving the issue to mitigate any negative impact. My supervisor and I reviewed the transaction history, the customer's receipt, and the refund process to identify the exact error and determine the amount that needed to be refunded. We implemented a thorough verification process for future refunds to prevent similar mistakes. To rectify the situation, I contacted the customer immediately, apologized for the inconvenience, and explained the error. I assured them that we would refund the excess amount promptly. Understanding the customer's time was valuable, I offered to personally deliver the refund to their location to expedite the process. The customer appreciated our prompt attention and willingness to make amends. I arranged for the refund, collected the excess payment, and delivered it to the customer's doorstep. This experience taught me the importance of double-checking transactions, implementing preventive measures, and going above and beyond to ensure customer satisfaction.

Why this is an exceptional answer:

The exceptional answer provides a more detailed account of a significant mistake made in a busy environment. It demonstrates problem-solving skills, attention to detail, customer service orientation, ability to handle transactions accurately, communication skills, and ability to work in a fast-paced environment. The candidate not only takes immediate action to resolve the mistake but also goes above and beyond by personally delivering the refund to the customer. This shows a strong commitment to customer satisfaction and problem resolution. The answer could be further enhanced by including information on how the candidate applied their basic computer literacy and experience with POS systems to review the transaction history.

How to prepare for this question

Reflect on past experiences where you made mistakes in transactions and how you handled them.
Consider the steps you took to identify, acknowledge, and rectify the mistakes.
Think about any measures you implemented to prevent similar errors in the future.
Practice emphasizing your problem-solving skills, attention to detail, and customer service orientation when discussing your past mistakes.
Be ready to provide specific examples and details of how you communicated with customers and supervisors during the process.
Highlight your ability to adapt to a fast-paced environment and work well under pressure.
Review basic math skills and your understanding of accurate cash management.
Familiarize yourself with common POS systems and their functionalities.

What interviewers are evaluating

Problem-solving skills
Attention to detail
Customer service orientation
Ability to handle transactions accurately
Communication skills
Ability to work in a fast-paced environment