Interview Sample

In this sample, the Human Resources Specialist asks the most common interview questions in the most predictable sequence. The descriptions characterize applicants’ responses according to “weak”, “average” and “strong”. “Average” in this case means both “competent but undistinguished” and “most frequently repeated”.

Interviewer: What education and experience do you have that qualify you for this job?

Weak applicant: “Well, I have my GED, and I’ve been doing a job sorta like this one for about two years.”

Average applicant: “I received a Bachelor’s Degree in Business Administration from State, and I’ve been doing almost exactly this same job at [your major competitor] for about six months. This job description is almost exactly the same as the description of the job I have right now.”

Strong applicant: “While I completed my BS in Business at Stanford, I had an emphasis in management, so that I learned the different theories and practices large companies use. In one of my classes, we studied this company in detail, and I discovered I really admire how this company values promotion from within. It’s good to know there is a career ladder here. Since I graduated, I have worked in a different industry but in a company that follows exactly the same management approach and style you use here. I discovered that the approach and my strong analytic skills work well together.”

Interviewer: This job demands you work in a fast-paced, stressful environment, and you frequently will be challenged to multi-task. Can you tell me about common situations in your past experience where you have multi-tasked effectively?

Weak applicant: “Well, uhh, we get really busy at the job sometimes - you know, like, two or three people all up in your face all at once, and all of them asking for different things and thinking, well, like dude, I was here first, ya know? So, I just try to chill and kinda send ‘em the right place for what they need, and if they still aren’t like gettin’ it, then I’ll try ta go a little, like, deeper with their questions. And then, like, sometimes when I’m workin’ with a person face-to-face, I’ll get like a call on the house phone and another call on my cell, and, like, I’ll have to deal with all of ‘em all at once. Gets a little hectic, ya know?”

Average applicant: [describes three or four relatively complex and sophisticated job requirements that typically get completed simultaneously; for example, he checks his voicemail while he reviews the previous day’s sales figures and looks at today’s schedule and assignment list. The average applicant tries to make it appear effortless.]

Strong applicant: “Although I do it pretty well, I don’t like multi-tasking if I can help it, because I feel I short-change each separate function. In fact, did you see the Wall Street Journal article that reported 80% of accounting errors result directly from multi-tasking? That makes perfect sense to me. I understand that, in a fast-paced environment, multi-tasking is inevitable, and I can listen to my voice messages, check my e-mail, and analyze the trends in the sales figures while I do a rough draft of the day’s assignments. Still, I try to look at each task individually before I take action, because with multi-tasking I sometimes miss critical details.

Interviewer: You frequently will be called upon to resolve customers’ and associates’ problems. I will read you a description of a fairly common problem, and then I’d like you to explain how you would solve it. [HR reads the problem]

Weak applicant: [will explain how the customer is always right and how, with other associates, it’s all about enforcing the rules]

Average applicant: [emphasizes rules, policies, and procedures, examining how their enforcement influences revenue or productivity. Makes it clear that, with other associates, “it’s my way or the highway, pal, because the rules don’t change according to your mood or some weird situation”]

Strong applicant: [focuses on how she solves problems, detailing her analytic processes and especially her techniques for assessing the needs that inform customers’ and employees’ problems or complaints. She goes on to detail how she negotiates with customers, and she points out that customer loyalty is more profitable than a dispute over a single transaction, so that, working within the framework of rules and policy, she will try to find a way to appease the customer. She also details how she tries to turn employees’ problems into ‘teachable moments’, resolving the problem while reinforcing the rules and procedures. She stresses that she listens more than she speaks.]

Interviewer: Because this job requires you to interpret policies and procedures, conflicts
sometimes arise. How do you typically resolve conflicts with your colleagues?

Weak applicant: “Dude, there’s no conflict. There’s a right way and a wrong way to do every job. Ya just gotta do it the right way. End of discussion as far as I can tell.”

Average applicant: [mentions respect and tolerance for diverse points of view, acknowledges validity of alternate interpretation, gives example that strongly suggests he typically resolves conflicts by expedience - whatever yields the quickest resolution will be the best answer]

Strong applicant: [emphasizes dialogue and negotiation directed at determining which is the most practical and ethical interpretation; stresses that the conflicts never get personal, because she emphasizes what will be best for the business. The best idea wins. If that means she has to acquiesce, that’s okay, because the best idea wins. Says she never expected to be right every time. Also says she emphasizes empowerment, engagement, and professional growth for herself and all her colleagues.]

Interviewer: What would you say is your greatest weakness as a professional?

Weak applicant: “Aw, dude, ya know I’m just so perfect it’s hard for others to keep up.” [laughs] “I dunno, dude, it’s, like, I work really hard, and I just try ta get things done the best I can.”
Average applicant: “Never enough time to accomplish all I want to accomplish: always running out of time before I run out of tasks.”

Strong applicant: “My greatest asset is also my greatest weakness: I have very strong analytic skills, and I listen very carefully not only to what people say but also to how they say, so that I pick-up on tone and nuance. Usually, that’s a good thing; but I can over-analyze and over-complicate. Sometimes, I imagine more than really is there, or I add multiple meanings when it’s really simple. Sometimes, a rose is just a rose - I tend to forget that. I have learned, though, asking for clarification or explanation really helps. If I take time to hear and see it from the other person’s perspective, I’m not so likely to get caught-up in my own thoughts.”

Interviewer: What motivates you?

Weak applicant: “More money and finding the ways to get the most work done with the least
effort, ya know? Like how to make it all look good without too much sweat, if ya know what
mean.”

Average applicant: “Praise from my supervisors and co-workers, congratulations on hard work and good results. Being recognized for my contributions and, of course, a bonus now and then is a good thing.”

Strong applicant: “I think my work expresses who I am, what I value, and what I can accomplish. I want to do the kind of work that makes me proud to look at it when it’s finished and say, ‘Yeah, I did that’.”

Interviewer: Do you have any questions for me?

Weak applicant: “Nope, think we pretty well covered it.”

Average applicant: “When will you let us know?”

Strong applicant: “Yes, if you don’t mind, can you tell me a little bit about your history with the company? And can you tell me what you like best about working here?”