Repeat customers are the lifeblood of any business. Turning down a request from a regular client can be touchy, but it’s going to happen.

Over time, repeat customers may feel like they’re entitled to certain privileges for their loyalty – ones that might go against your company’s policies or break internal rules. Where will this rep side? Do they identify too much with the customer, look for a balanced solution, or answer too harshly (potentially endangering the client relationship)?

Consider roleplaying this situation and a few other tricky scenarios to get a good feel for how the potential hire responds.