How You Decide — When It Matters

Practice a customer asking for a discount you’re unsure about. Ask a lead before saying yes. Then ask yourself: did I check before promising?

Practice a simple request you’re allowed to handle. Give a clear answer without skipping checks. Did the customer know what would happen next?

Practice passing a delayed order to a teammate. Say what the customer needs, who will follow up and when. Ask your teammate to repeat the plan.

‘Tell me about a time a customer’s deadline and your team’s capacity were in conflict.’ Use your delayed-order example: explain the actual need, the options you offered, the honest update and how you followed up.

‘What would you do if a customer asked for a discount you were not sure you could approve?’ Explain what you would check, who you would ask and what you would tell the customer while they waited. If you have not faced this, say so and describe your approach.

‘Tell me about a time you changed priorities to help your team.’ Use your floor example: describe what changed, how you chose where to help and how you communicated. Include what happened and what you learned—without filling in details you do not remember.