Behavioral Interview Questions and Answers
Q. Describe an experience where you served on a team. What was your role? What was accomplished? (Many companies and organizations strive to work as teams, even if every position is totally different.)
A. Working as a bank teller, I served on the marketing committee. The committee consisted of representative from each division. In my role, I provided input from he teller's perspective, such as the questions that they received from customers and potential customers. The objective was to come up with some attractive marketing materials that would promote the services offered by the bank. As a result of our efforts, we created three attractive brochures and a revised website that included frequently asked questions and answers.
Q. Describe a situation where your work was criticized. This question not only allows the interviewer to see how you would respond if your work is criticized, it allows him/her to see how you handle other situations that are challenging or less favorable. Make sure that you always end with a positive spin.
A. One of our customers complained to my supervisor that I did not provide him with adequate information for a particular item that we had in our store. I explained to my supervisor the information that I had shared with the customer and told her that I would call the customer to see what other information he needed. She shared with me that she took care of the situation, and explained that he wanted more details about the product. That was a good learning experience for me. As a result of this situation, I designed a checklist for the department with details concerning our products for all the customer service representatives to use.
Q. Describe a situation where you experienced a conflict. No matter your job or position you are subject to have conflicts at some point. The employer is probing to find out not only how you handle conflict, but your personality style as well. He/she is seeking to find out if you would be a good fit for the organization.
A. My co-worker and I were not in agreement about the intake information that we received from our customers. She wanted customers to sign their names on the list when they walked into the door. I felt that they should sign in, however I wanted a more detailed intake form to track exact needs. After discussing our differences, and our rationale we looked at the situation from the customer's perspective. Since my customers' needs were more diverse that that of my co-worker, we decided to have all customers sign in, and I would provide my customers with a detailed intake form.