Phillip Example 7/2/2009 10:13:28 AM
SELECT for Banking Service Associates Interview |
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Preparation:
- Review the application form
- Review the test results
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STEP 1: Open the InterviewHello, my name is ____________
and I'm the _____________ (your position). We're pleased that you
are interested in this position. The purpose of this interview is to
learn more about you and your work experiences. I will be asking you
some questions about your previous experience, how you approach
certain things, etc. You will probably see me jotting down some
notes -- that's to help me remember better what you said after the
interview is over. There are no correct or incorrect answers; what
we want is to learn more about you. At the end, I'll leave some time
to answer any questions you might have. If you are ready, we can
begin. |
STEP 2: Review the Application and Investigate Potential Problem
Areas
___All blanks completed? |
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___Employment gaps? |
___Application signed? |
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___Extremely high or low
earnings? |
___Several jobs in the last 2
years? |
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___Earnings show progress? |
___Vague reasons for leaving
job(s)? |
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___Can complete all essential
functions? |
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Example Questions:I see that you were unemployed
from _____to _____. Please tell me about this period of
unemployment.
I see that you left your previous employer for personal reasons.
Would you explain further?
I noticed that you have changed jobs frequently in the recent
past. Why? |
STEP 3: Review Test Flags and Begin In-depth QuestionsWhile
asking the following interview questions, be sure to listen and
probe in the following areas:
- Low Frustration Tolerance
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1. Tell me briefly about your last job. Which
aspects did you like most? Also, which did you like the least?
Please provide me with examples of each of these tasks. (Listen
for how the candidate�s preferences relate to the in-store role and
how they might fit in the work environment.)
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2.
Describe the type of work environment you like the best? The least?
Can you provide examples of these types of work environments in
other jobs? (Probe regarding specific tasks, people, physical
work environment, and work schedule. How does this fit with the
in-store environment?) |
3.
What type of boss do you prefer and why? Please provide an example
from your past experience of a boss you enjoyed working for and a
boss you did not enjoy working for. (Listen for whether or not
their preferences fit with the supervisory structure of your
in-store branch.) |
4.
What type of co-workers do you like to work with and why? Please
provide an example from your past experiences of co-workers you
enjoyed working with and co-workers who you did not enjoy working
with. (Listen for whether or not their preferences fit with the
teamwork environment of your in-store branch.) |
5.
What kinds of things frustrate or irritate you at work? How do you
handle them? Please give me an example of the situation and how you
reacted. (Listen for things that relate to the frustrations
typical for the in-store environment such as competing demands,
difficult or un-knowledgable customers, working closely with other
people, etc. Listen for how the candidate handles these
frustrations.) |
6.
If you have had customer contact experience in the past, describe to
me a situation in which you approached a customer. What did you
typically say? If you do not have prior experience, describe for me
how you would approach a customer in our branch or in the store.
What would you say? (Listen for whether or not this candidate
will have good judgment and smooth interpersonal communication with
customers.) |
7.
Tell me about a time when a customer did not want to buy your
product or service. What did you do or say? If you do not have prior
experience, what would you do or say? (Listen for good judgment,
tact and interpersonal smoothness with customers, not giving up too
easily, but not being too persistant.) |
8.
Sooner or later, we all have to deal with a customer who has
unreasonable demands. Think of a time when you had to deal with an
unreasonable request. What did you do? (Listen for tact and good
judgment in dealing with customers and handling difficult
requests.) |
9.
Tell me about a time when you were unsure of what a customer needed.
What did you do? How was the situation resolved? (Listen for an
ability to listen to the customer and not just sell them what is
being promoted, but what they need.) |
10.
Tell me about a time you went above and beyond your job
responsibilities to ensure the success of your team, department,
store, branch, etc. (Listen for a willingness to take initiative
to achieve group goals and to set a good example for others.)
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11.
Tell me about the personal goals you set for yourself in your last
job. What actions did you take to meet those goals? How did you
measure your success? How did these personal goals relate to the
broader organizational or department goals? |
12.
Tell me about a time you encountered barriers to making something
happen, such as a personal goal, a sale, etc. What happened?
(Listen for persistence and resilience.) |
13.
What are your future career goals? How long to you see yourself
staying in this current role if you are hired? What would be the
next step for you? (Is this job a stop-gap, or is the candidate
considering a future with the organization? Is this consistent with
their prior work experience? What type of potential do they have for
promotion?) |
If you are still concerned about the Performance Flag areas,
here are some additional questions to ask:Low
Frustration Tolerance: Describe those aspects of previous
jobs which have frustrated or irritated you. How does frustration on
the job affect you? (Listen for responses that suggest a tendency to
be easily affected by the ups and downs of the job or by personal
circumstances.)
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