Advisor Endzone & Loyalty (Front End)

Tell me about a time you made a customer's final moment in a store a good one.

What they are checking: Whether they care about the end of the shopping journey, which shapes whether athletes return.

Tell me about a time you handled an upset customer and turned it around.

What they are checking: Whether they stay calm and solve problems in the moments that most affect how athletes feel.

How would you explain the benefits of our loyalty program to an athlete in about twenty seconds at checkout?

What they are checking: Whether they can make the program sound valuable and clear without slowing the line.

An athlete wants to return an item without a receipt. How do you handle it?

What they are checking: Whether they can follow policy calmly and offer solutions so the athlete leaves respected.

How would you build a connection with a regular shopper so they feel known?

What they are checking: Whether they can create the high-touch relationships that drive loyalty.

Your register is off at the end of the night. What would you do?

What they are checking: Whether they take cash accuracy seriously and follow the right steps instead of hiding it.

How would you help a newer teammate get comfortable talking about loyalty?

What they are checking: Whether they share what works so the whole front end performs better.

What would you do if the line is long and an athlete has a complicated question about an online order?

What they are checking: Whether they can get help or redirect smartly so neither the athlete nor the line is ignored.

What services might an athlete ask about at the front end, and how would you guide them?

What they are checking: Whether they understand front-end services well enough to be the expert the role calls for.

How do you keep checkout fast while still having real conversations?

What they are checking: Whether they can balance speed with engagement, which is the heart of an advisor role.