You can alter this one if your prospect has no sales/retail experience. Overall, you want to look for someone who rightly recognizes moments and customers that require extra care, and that then go the extra mile to make these situations come out well. Ideally, your prospect was able to convert this rough situation into a sale, but I think pacifying an angry customer is equally as good.

Anyone who worked in retail and was a decent seller has plenty of these stories lying around, so you can assume anyone who either doesn’t have a story, or has one describing a not-very-tough situation is probably not a good fit for retail.

If you’ve altered this answer for someone with no previous retail experience, the main elements you’re looking for in an answer are: your prospect pacified someone who was upset (with them, with their work, with another situation), and possibly even turned the outcome in their own favor. An example of answer from a teenager you’re interested in hiring who’s only ever babysat before could go as follows:

The child I was watching was very upset because they could not watch television. Instead of letting them cry on the floor, I distracted them by singing a song in a funny voice and then convinced them to go outside.