Gave generic BS experience on difficult customer, because that is such a fake question to ask, I'm going to start rehearsing my "And even though he was unsatisfied, all I wanted to do was ensure that his experience was a great as possible".
There must be a reason that the company then is adapting how you do something in the workplace, so therefore you ought to follow that, since you are employed by the company and therefore doing what it tells you to do is the most efficient thing you can do.
From a personal experience with my previous employer I have implemented new ways to improve productivity efficiently with the way I had handled. I introduced the idea to my immediate supervisor who in turn pitched it to our regional supervisor and eventually changed the procedure. With good communication and with the passion to create new ideas to bring success to a company goes a long way.
Cross-selling helps benefit the company by getting our products and services out there while also benefiting our member by utilising those products we engineered to help them out (That is their #1 answer you can say).
I would use these lower position experiences to build a foundation, which would help me proceed to higher levels of responsibilities and goals. Since I will not be given the opportunity to try, several people in that room interviewing know I will never get the chance to take their jobs.