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Answering
Interview
Questions
Key Skills In Interviewing
● Preparation and practice
● Active listening
● Building rapport
● Control the content
● Selling yourself
Today’s Interview Process
● Fewer closed-ended and overly-broad questions.
● Most interviewers know questions to avoid.
● Many interviewers have been trained in “Behavior Based” Interviewing
Interview Format
● Rapport building
● Transition – why we’re here
● Questions about you and your background
● Describing the company and the job
● Answering questions from you
Interview Questions
● Behavior Based Questions
● Past performance as predictor of future on the job behavior
● Interviewer’s goal: obtain examples showing knowledge, skills and work habits
● Looking for specific situations – “Tell me about a time…”
● Self Description Questions
● Strengths, weaknesses, “What do you like in a boss?”, “What would your references say about you?”
● Scenarios
● Customers often bring their children along. One time a child knocked over a lamp and broke it. How would you handle a situation like that?
Mastering the Behavioral Interview
Describing past accomplishments or scenarios
● Situation
● Task
● Actions
● Results
Describing Yourself
● Feature
● Benefit
Selling Your Accomplishments
Situation:
Question: Tell me about a time a when you handled an angry customer.
Task:
Action:
Result:
One time a customer called and was really upset about an overdraft fee. He was yelling at me, he was so angry.
I knew I couldn’t yell back at him, so I let him talk until he calmed down.
I checked his records, and he was a long time customer who had never done that before. I talked with my manager, and we waived the fee.
The customer was happy and is still doing business with us.
Selling Your Accomplishments
Situation:
Question: Tell me about a time a customer wanted you to make an exception, and you felt you should stick to policy.
Task:
Action:
Result:
Discussing Characteristics, Strengths, Weaknesses
Feature:
Question: Tell me about your greatest strength.
Benefit:
I’m very organized.
That way I know where to find everything and what my priorities are. I don’t waste time looking for things because they are right at my fingertips. That lets me work efficiently and get more done every day.
I set up my files alphabetically, use post-it notes, and keep a to-do list.
Discussing Characteristics, Strengths, Weaknesses
Feature:
Question: Why do you enjoy working in customer service?
Benefit:
Discussing Weaknesses
•Have one.
•Be brief and direct.
•You get to choose what you discuss. Be selective.
•Describe what you do to “work around” your weakness.
Discussing Weaknesses
Feature:
Question: Tell me about one of your weaknesses.
Benefit:
One thing I’m working on is……
Knowing this is something I want to improve, what I do is…..That way I don’t let it get in the way of doing a good job.
Sample Questions
● Tell me about a time when you were working under a time deadline to complete an assignment.
● Describe a situation when you brought a new idea to your supervisor.
● Describe a situation where you helped a new employee who was having a problem.
● Tell me about a time when you didn’t follow company policy in your work; what were the circumstances and what did you do?
● Tell me about a time when had to learn and implement a new procedure in your past experience.
● How have you used technology to work more efficiently?
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717.509.8889 877.562.2888www.LMAconsulting.cc