1. What Is Good Customer Service?

What They Want to Know: Interviewers are eager to find out if your definition of customer service
matches the company's definition. For brick-and-mortar stores, providing a memorable, positive
experience for customers is essential to success.

Example: To me, the heart of good customer service is accommodating customers. That means
greeting them cheerfully and having the knowledge to answer their questions. I always give
customers a smile and greeting and try to get to know store inventory as well. This ensures that if a
customer has a question about sizing or fit, I'm ready with an answer.

2. Do You Work Well With People?

What They Want to Know: Retail work is often collaborative. Interviewers want to know if you will
be able to get along with your fellow employees. Some interviewers may also be watching for signs
that an employee will be too social at work, so be thoughtful in your response. Go beyond "yes" in
your response to this question—provide examples or talk about how your colleagues would describe
you in order to expand on your response.

Example: I believe I work well with others. It's an ability that's really important in retail, where it's
essential for every person on the floor to seem like they're part of the same team. I am always
thinking of others and putting myself in their shoes, which helps me see things from the perspective
of others.

3. What Hours Are You Available?

What They Want to Know: Interviewers need to know which shifts you'll be available to work. Be
honest in your response, but also be aware that interviewers are likely to want to hire people with
flexible schedules. If your availability is flexible, mention that in your answer. The more flexible you
are, the better your chances are of being hired.

Example: Since I'm in college, I'm not available during class hours. For me, that's Tuesday and
Thursday afternoons, as well as early on Friday morning. Other than that, I'm available to work any
shift you have available—and I'm eager for hours, so nights and weekends are fine with me.

4. Why Are You Applying to Work Here?

What They Want to Know: Your answer to this question will reveal if you feel positive (and even
passionately) about the company and its products, or just want any job. Obviously, interviewers
know you need a job. You'll have to express other reasons you are applying to work for their
company in particular. The best responses are specific and focused on the company (not you).

Example: All my life I've been a big reader. That's a solo activity mostly, but I love to make
recommendations to friends and family. I'd love to work at ABC Bookstore to be able to help
customers find books—whether it's a specific title they can't find on the shelves or a just-right title
for a celebratory occasion.
5. What Would You Do If Your Replacement Didn’t Show Up?

What They Want to Know: Leaving your spot is not the right answer. Interviewers are looking to see
that you know maintaining coverage is more important than your personal plans. This question is
also a way to demonstrate your problem-solving skills and commitment during times where your
replacement didn't show.

Example: My first step would be to reach out to my replacement, to get a sense of the situation. I'd
want to know if the person is a complete no-show or just stuck in traffic. Then, I'd find my supervisor
and let her know about the situation, so we could figure out options together.

6. If Hired, How Long Do You Plan on Working Here?

What They Want to Know: The hiring process and training of new employees is time-consuming and
expensive for employers. Interviewers want to get a sense of whether you'll be sticking around or
just taking the job for a few months. If you are planning on a very short-term stint, you do not need
to mention it.

Example: If hired, I'd like to work with ABC Company on a long-term basis. I'm in school for the next
four years, and eager for a consistent role and to be part of the team here.

7. The Credit Card Machine Is Broken. What Do You Say to Customers?

What They Want to Know: Technological and other glitches can happen when you work in retail.
Interviewers are looking for a glimpse of your problem-solving and communication skills in your
response to this question.

Example: The sooner that people know the machines are down, the better. So first, I'd make sure my
manager was aware of the situation. Then, I'd suggest putting up a sign to inform customers that the
machine is down, so they can run to the ATM before getting to the cash register. As customers pay,
I'd apologize for the inconvenience and thank them for their understanding.

8. What Is Your Greatest Strength?

What They Want to Know: Interviewers want to know if your strengths match the company's needs.
In your response, emphasize relevant skills that will benefit the company and help you on the job.

Example: My greatest strength is my ability to communicate. Having strong communication skills

means that I can work well with other team members, and that I am also very comfortable
interacting with customers. I tend to think of myself as a real people-person, and I genuinely enjoy
interacting with customers and helping them find the items they're looking for.

9. Why Do Customers Shop at This Store?

What They Want to Know: Interviewers want to assess your understanding of the company's brand
and the shopping experience the company seeks to provide. This is your opportunity to show off any
company research you've done, so if you've visited the store and noticed something meaningful,
share it in your response.

Example: It's all about the experience. For instance, at my local store, there's always a candle
burning. Other branches I've been to have fresh flowers. And I've noticed how the clerks give me a
cheerful greeting and personalized recommendations. No one ever seems like they're aggressively
selling to me. From start to finish, I think customers enjoy the experience of stopping in at ABC
Company—it's like a treat.

10. How Would You Handle an Irate Customer Asking to Speak to a Manager?

What They Want to Know: Not everything goes smoothly all the time. Interviewers want to assess
how you'd deal with a stressful situation.

Example: When I speak to customers, I always try to be empathetic and truly understand and fix the
issue. But sometimes, a problem isn't fixable or a customer is just in a truly bad mood. If a customer
asked to speak to my supervisor, I'd agree, and also apologize for not being able to resolve the
situation. Then, I'd grab my supervisor as fast as possible, and explain the circumstances so my
supervisor would be prepared to deal with the customer. Afterwards, I'd probably ask my supervisor
for feedback, in case there's anything I can do to avoid a similar situation in the future.