CSS Adhering to Company Policy 2 — Questions and Answers
Question 1: A customer requests a price match with a competitor, but your company's policy only covers specific approved competitors. What should you do?
- Apply the price match anyway to avoid conflict
- Check if the competitor qualifies under policy, then proceed accordingly (Correct answer)
- Refuse without explanation
- Escalate immediately to a manager without checking first
Correct answer: Check if the competitor qualifies under policy, then proceed accordingly
Always verify whether the situation falls within policy scope before acting or refusing.
Question 2: Your company policy states that refunds over $200 require manager approval. A customer demands an immediate refund of $250 from you directly. What is the correct action?
- Process the refund to keep the customer happy
- Tell the customer the refund is impossible
- Explain the approval requirement and involve a manager (Correct answer)
- Ask the customer to come back another day
Correct answer: Explain the approval requirement and involve a manager
When a transaction exceeds your authorization level, you must follow the escalation policy and involve an authorized manager.
Question 3: A long-time loyal customer asks you to waive a late fee as a personal favor. Your company policy does not allow fee waivers at the representative level. What do you do?
- Waive the fee as a goodwill gesture
- Refuse curtly and end the conversation
- Empathize, explain the policy, and offer to escalate the request (Correct answer)
- Pretend the system won't allow it without explaining why
Correct answer: Empathize, explain the policy, and offer to escalate the request
Acknowledging loyalty while accurately explaining policy limits — and offering escalation — balances empathy with compliance.
Question 4: During a call, you realize that following company policy in this situation will result in a poor customer outcome. What is the best immediate action?
- Ignore the policy and do what feels right
- Follow the policy and document your concern for supervisory review (Correct answer)
- Apologize and terminate the call
- Promise the customer a policy exception you cannot guarantee
Correct answer: Follow the policy and document your concern for supervisory review
Policies must be followed, but valid concerns about outcomes should be escalated through proper channels.
Question 5: A customer threatens to leave a negative review unless you break company policy and give them an unauthorized discount. What should you do?
- Provide the discount to prevent the negative review
- Threaten the customer with consequences
- Calmly explain you cannot override policy, and offer what you legitimately can (Correct answer)
- Transfer to a manager immediately without attempting resolution
Correct answer: Calmly explain you cannot override policy, and offer what you legitimately can
Threats should not coerce policy violations; offer legitimate alternatives and remain professional.
Question 6: Your supervisor verbally tells you to process a transaction in a way that contradicts the written company policy. What is the safest course of action?
- Follow the written policy and ignore the supervisor
- Follow the supervisor's instruction without question
- Ask the supervisor to confirm the exception in writing or through the proper approval channel (Correct answer)
- Refuse to process the transaction at all
Correct answer: Ask the supervisor to confirm the exception in writing or through the proper approval channel
Verbal exceptions to policy should always be confirmed through proper channels to protect both you and the company.
Question 7: A coworker tells you they routinely bend a specific policy because 'everyone does it.' What is the appropriate response?
- Start doing the same since it appears tolerated
- Report the coworker to HR immediately
- Politely decline to adopt the practice and continue following written policy (Correct answer)
- Ask a manager whether the written policy is still current
Correct answer: Politely decline to adopt the practice and continue following written policy
Informal norms do not supersede written policy; continue following the official rule and optionally seek clarification through proper channels.
CSS Adhering to Company Policy 2
A customer requests a price match with a competitor, but your company's policy only covers specific approved competitors.
What should you do?