Interviewing questions

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Answering Interview Questions

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Transcript of Interviewing questions

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Answering

Interview

Questions

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Key Skills In Interviewing

● Preparation and practice

● Active listening

● Building rapport

● Control the content

● Selling yourself

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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

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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

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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?

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Mastering the Behavioral Interview

Describing past accomplishments or scenarios

● Situation

● Task

● Actions

● Results

Describing Yourself

● Feature

● Benefit

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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.

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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:

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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.

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Discussing Characteristics, Strengths, Weaknesses

Feature:

Question: Why do you enjoy working in customer service?

Benefit:

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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.

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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.

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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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