Top 20 Interview Questions & Answers for Old Navy Roles – 2025

Preparing for an interview with Old Navy? This guide provides a list of essential questions and answers that will help you showcase your experience in retail, customer service, and problem-solving. Whether you’re applying for a sales associate, supervisor, or manager role, these questions cover all key areas of the job.

General Questions

• 1. Tell me about yourself and why you want to work at Old Navy.
  As a recent college graduate with a strong interest in fashion and retail, I am drawn to Old Navy's brand and values. I am particularly interested in the company's commitment to sustainability and diversity, which aligns with my personal values. I am excited about the opportunity to contribute to a fast-paced, customer-focused environment and grow my skills.
• 2. What previous experience do you have in retail?
  I have worked in retail for the past two years at a local boutique clothing store. In this role, I gained valuable experience in customer service, visual merchandising, and inventory management. I have also completed internships at two fashion companies where I learned about the retail industry and gained hands-on experience in buying and product development.
• 3. How do you handle difficult customers?
  In my previous retail experience, I have encountered many difficult customers. I have found that listening attentively, acknowledging their concerns, and offering a solution or compromise can help defuse the situation. I also understand the importance of maintaining a calm and professional demeanor, even when faced with challenging customers.
• 4. What do you know about Old Navy's target market and products?
  I have done extensive research on Old Navy's target market and products before applying for this position. I understand that Old Navy's target market is primarily families and individuals looking for affordable, fashionable clothing. I also know that Old Navy offers a wide range of products from basic essentials to trendy pieces for men, women, and children.
• 5. How would you handle a situation where a customer wants to return an item without a receipt?
  If a customer wants to return an item without a receipt, I would politely explain our return policy and ask if they have any proof of purchase, such as a credit card statement or email confirmation. If the customer does not have any proof of purchase, I would offer them store credit for the current selling price of the item. I would also take the opportunity to reaffirm our return policy and encourage customers to keep their receipts in the future.

Behavioral Questions

• 6. Tell me about a time when you had to handle a difficult customer and how you resolved the situation.
  In my previous retail experience, I encountered a customer who was unhappy with the fit of a pair of pants they had purchased. They were demanding a full refund and were becoming increasingly agitated. I remained calm and apologized for their experience, then offered to help them find a better-fitting pair or exchange the pants for a different size. By actively listening to their concerns and offering solutions, I was able to deescalate the situation and provide excellent customer service.
• 7. Describe a time when you went above and beyond to provide exceptional customer service.
  I once had a customer who needed an outfit for a special event but was having trouble finding the right size and style. I spent extra time with her, pulling items from different sections and offering my styling advice. She was extremely happy with the outfit I helped her put together and even left a positive review on our store's social media page. I believe going the extra mile for customers is essential in creating a positive shopping experience and building brand loyalty.
• 8. Have you ever had to handle a difficult situation with a co-worker or supervisor? How did you handle it?
  I had an issue with a co-worker who was consistently late for our scheduled shift. I approached them privately and politely asked if they could be more punctual in the future. They apologized and explained they were experiencing transportation issues. I offered to help them arrange a carpool with another co-worker, which solved the issue. I believe in addressing conflicts directly and finding solutions that benefit everyone involved.
• 9. Can you tell me about a time when you had to multitask and prioritize tasks in a fast-paced environment?
  During holiday season at my previous retail job, I had multiple customers in need of assistance at the same time. I had to quickly prioritize which customers needed help urgently and delegate tasks to my co-workers to ensure all customers were taken care of in a timely manner. I am able to adapt to fast-paced environments and handle multiple tasks efficiently while maintaining a high level of customer service.
• 10. Tell me about a time when you had to handle a dissatisfied customer who refused to accept any solutions offered.
  I had a customer who was unhappy with a sale item they had purchased, as they did not realize it was final sale. Despite offering an exchange or store credit, they remained unsatisfied and demanded a full refund. I remained calm and empathetic to their situation while respectfully explaining our return policy. In the end, they accepted the store credit and left the store satisfied. I understand that sometimes, despite our best efforts, we cannot please every customer, but it is essential to handle these situations with professionalism and empathy.

Situational Questions

• 11. How would you handle a situation where a customer becomes physically aggressive towards you?
  In such a situation, my first priority would be to ensure my own safety and the safety of those around me. I would calmly try to deescalate the situation and remove myself from harm, while also calling for assistance from security or a manager. I always prioritize the safety of customers and employees above all else.
• 12. If you saw a co-worker stealing, what would you do?
  I would immediately report the incident to a supervisor or manager. As an employee, it is my responsibility to uphold company values and ensure a safe and ethical workplace. I understand that theft is unacceptable and must be addressed immediately.
• 13. How would you handle a situation where a customer wants to use a coupon that has expired?
  I would explain that the coupon has expired and apologize for the inconvenience. If the customer seems upset, I would offer them an alternative, such as a current sale or promotion, to try to make up for the expired coupon. I would also advise them to keep an eye out for future sales and promotions to get the best deals.
• 14. What would you do if a customer is unsatisfied with their purchase but is outside of our return policy time frame?
  I would politely remind the customer of our return policy and apologize for any inconvenience. Depending on the situation, I may use my discretion to offer a store credit or exchange, but I would also explain that our return policy is in place for a reason and it would not be fair to other customers if exceptions were made.
• 15. How would you handle a situation where you are the only employee on the sales floor and multiple customers need help at the same time?
  I would prioritize customers based on their needs and urgency, while also seeking assistance from a manager or requesting a co-worker from another area to help. I would also communicate with customers and let them know I will get to them as soon as possible. In a fast-paced retail environment, it is important to remain calm and efficient while also providing excellent customer service to all.

Technical Questions

• 16. What do you know about Old Navy's sustainability efforts?
  I know that Old Navy has implemented a variety of sustainability initiatives, including recycling hangers and using eco-friendly materials in their products. I also know that Old Navy is committed to reducing their carbon footprint and using sustainable packaging. I am impressed by Old Navy's dedication to making a positive impact on the environment and am excited to support these efforts as an employee.
• 17. How do you keep up with the latest fashion trends and styles?
  I regularly follow fashion bloggers and influencers on social media, as well as read fashion magazines and websites to keep up with the latest trends. I also make note of popular styles and brands that I see customers wearing while working in retail. I understand that staying on top of fashion trends is essential in the retail industry.
• 18. What are the most important qualities for a sales associate to have?
  In my opinion, the most important qualities for a sales associate to have are excellent customer service, strong communication skills, and the ability to work well in a team. An understanding of fashion and retail is also crucial, as well as adaptability and the ability to multitask in a fast-paced environment.
• 19. How do you handle inventory management and restocking?
  In my previous retail experience, I was responsible for managing inventory and restocking shelves. I would regularly check inventory levels and reorder when necessary to ensure popular items were always in stock. I also have experience with visual merchandising and keeping displays and shelves organized and visually appealing.
• 20. Can you tell me about a time when you had to upsell a customer and how you approached it?
  During a previous sales associate role, I noticed a customer was looking at a pair of jeans and a top that went well together. I mentioned that we had a deal on a specific brand if they purchased both items together, which the customer ended up taking advantage of. I believe in gently suggesting items that complement each other or pointing out current promotions to customers to enhance their shopping experience and potentially increase sales.