Question Overview: The ideal candidate should be able to identify their stress management techniques and explain why they find them effective.
Sample Answer: I take a few minutes to myself to do some deep breathing exercises. I find that this helps me to focus on the task at hand and not let my stress get the best of me.
Question Overview: The ideal candidate should be able to provide a specific example of a difficult decision they had to make. The candidate should explain the situation, the decision they made, and the outcome of their decision.
Sample Answer: A customer was upset because we did not have the item he wanted in stock. I was able to locate the item at another store and offered to deliver it to him. The customer was very grateful for my help, and I was able to resolve the situation quickly.
Question Overview: The ideal candidate should be able to identify a weakness that does not affect their ability to perform the job. For example, if they are not a morning person, they should explain how they have overcome this weakness and how it has positively affected their performance.
Sample Answer: I am not a morning person; however, I have learned to adjust my schedule so that I can be at my best during the day. I wake up at 7:00 AM every day and exercise for 30 minutes before I start my day.
Question Overview: The ideal candidate should be able to explain why they are the right candidate for the position. The response should be specific to the position and company. The candidate should also be able to explain why they are interested in the company and position.
Sample Answer: I am a customer service manager who is passionate about providing excellent customer service. I have been working in customer service for five years and have had experience working in different departments. I am excited to work for your company because I have heard great things about it and I feel that I can contribute to your mission of providing excellent customer service.
Question Overview: The ideal candidate should be able to explain the situation, how they handled it, and the outcome.
Sample Answer: A customer was upset because she was not able to use a coupon on a product that did not match her coupon. I was able to identify that she had a coupon for a different product and that we did not have the item in stock. I offered to give her a rain check for the item and told her that I would call her when we received it.
Question Overview: The ideal candidate should be able to identify the situation, explain how they handled the situation, and follow-up with how they resolved the issue.
Sample Answer: I would first ask the customer to step aside so that we could talk in private. I would then ask them what was wrong and listen to their concerns. I would then explain how we could fix the problem and apologize for any inconvenience caused.
Question Overview: The ideal candidate should be able to identify a problem that they had to solve and how they approached the situation. The candidate should also be able to explain how they decided on their specific course of action.
Sample Answer: A customer came into the store and asked for a refund on an item that he had purchased two weeks prior. He said that he was not satisfied with the product and that it did not meet his expectations. I asked him if he had tried using the product for a longer period of time, and he said that he had. I then asked him if he had contacted customer service before coming into the store, and he said that he had not. I then explained to him that we could not give him a refund because we do not offer refunds on opened items.
Question Overview: The ideal candidate should be able to explain why they want to work for the company and how they can contribute to the company's mission and goals.
Sample Answer: I have always been a huge fan of your company. I love the way you are able to create a community of customers who are willing to share their experiences with one another. I feel that I can contribute to this community by providing excellent customer service.
Question Overview: The ideal candidate should be able to identify a situation in which they had to make a compromise between quality and quantity. The candidate should then explain how they made the decision and what the outcome was.
Sample Answer: I would choose quality over quantity. I would inform the customer that we were out of stock on the item they wanted, but I would offer them a similar item at the same price.
Question Overview: The ideal candidate should be able to explain why they would want to work in a specific area of the store. The answer should be specific and not just a general statement.
Sample Answer: I would like to work in the warehouse because I enjoy working with my hands and building things. I would also like to learn how to pack and ship orders.
Question Overview: The ideal candidate should be able to explain how they would handle a customer who was sold a product that was not performing. The candidate should also be able to explain how they would handle the situation if the customer wanted a refund.
Sample Answer: I would first ask the customer what they were looking for from the digital marketing package. If they were looking for more traffic on their website, I would ask them if they had tried any of our SEO strategies. If they had not, I would suggest that they try them out for a few months and then come back to me with their results.
Question Overview: The ideal candidate should be able to list their priorities in order of importance. This shows that they are able to prioritize tasks and are able to identify the most important tasks first.
Sample Answer: My priorities as a CSM are to provide excellent customer service, maintain a clean and safe environment, and ensure that all customers are satisfied with their shopping experience.
Question Overview: The ideal candidate should demonstrate their leadership and credibility to key stakeholders by providing examples of how they have done so in the past. The applicant should also explain how they would do so in the future.
Sample Answer: I would demonstrate my leadership and credibility to key stakeholders by being available and approachable. I would also be sure to communicate with my team on a regular basis, and I would make sure that everyone was on the same page regarding our goals.
Question Overview: The ideal candidate should be able to explain how they would handle a situation when the product or service failed. They should also be able to explain how they would handle the situation if it were to happen again in the future.
Sample Answer: If a product or service failed, I would first try to understand the cause of the failure. I would then inform my team of the issue and work with them to resolve it. If it happened again, I would look into why it happened and make sure that it does not happen again in the future.
Question Overview: The candidate should explain why they wanted to get into the sales and marketing field. The ideal candidate should have a passion for sales and marketing, as well as a desire to help others.
Sample Answer: I have always been interested in sales and marketing. I enjoy helping people find solutions to their problems and challenges. I also enjoy learning about new products and services that the company offers.
Question Overview: The ideal candidate should be able to explain how they adjust to change. The applicant should be able to provide an example of a time when they had to adjust to change and how they handled it.
Sample Answer: I recently had to adjust to a new CRM system. I was not familiar with the new system; however, I was able to learn it quickly and efficiently. I was able to adjust my work schedule so that I could learn the new system during my free time.
Question Overview: The candidate should provide a specific example of a time when an employee was terminated for theft. The ideal candidate will explain the situation, how they handled it, and the outcome.
Sample Answer: I was working at a fast food restaurant when a new employee was caught stealing money from the register. I immediately called the police and had him arrested. The next day, I spoke with the manager and told him that I would be willing to work with him on finding a new employee if he was willing to give me a second chance.
Question Overview: The ideal candidate should be able to provide a range of compensation for their previous employees. The applicant should also be able to explain why they paid their employees a certain amount.
Sample Answer: I paid my employees between $10 and $15 per hour. I based this on the fact that I wanted to pay them fairly for their work and that I was not able to offer them benefits.
Question Overview: Customer service managers must be able to deal with a variety of situations, including those that involve employees who do not follow instructions. The ideal candidate should be able to explain how they would handle such a situation and what they would do to ensure that the employee follows the instructions in the future.
Sample Answer: I would first approach the employee and ask them why they did not follow my instructions. I would then try to understand their reasoning behind their actions. I would then explain to them why it is important for them to follow my instructions. If they still refuse, I would have a conversation with my supervisor about the situation.
Question Overview: The ideal candidate should have done their research on the company prior to the interview. They should be able to speak about the company's history, products, and services.
Sample Answer: I know that your company was founded in 1884 and has been a leader in the industry ever since. I also know that you have a wide variety of products and services that you offer to your customers.