It’s important to ask a prospect how they would handle a difficult situation that you’ve seen take place on your sales floor. You shouldn’t expect them to come fully trained in your procedures, of course, but at the end of the day the judgement required to navigate through a tricky situation is very important, and tough to train for.

Additionally, creating a situation for them allows you to see how their problem-solving skills work on the fly. Retail selling is all about improvisation. If your prospect can’t come up with a good solution in the moment, they likely never will be able to.