Even if the candidate does not know the protocol in your specific practice, you would still want to hear them say that they would offer words of comfort or perhaps lead them to a less busy area of the front desk for privacy. Ask them specifically to describe the body language they would be using: A soft tone of voice, leaning in toward the client so they can discuss things softly, offering a tissue if appropriate. See how well they can visualize the scenario and their part in it.