Follow the example below to complete the rest of the chart. Develop structured i
ID: 349471 • Letter: F
Question
Follow the example below to complete the rest of the chart. Develop structured interview questions (both situational and behavioral), along with anchored rating scales, for the job of Sales Clerk. Please use the job of Sales Clerk only.
You will write a total of four questions (Complete sentences) (1 situational Customer Service, 1 situational Sales Ability, 1 behavioral Customer Service, and 1 behavioral Sales Ability)
In addition, you will prepare behavioral response anchors for three levels of performance (poor, acceptable, and excellent). Write 3 anchors for each level.
Examples of Both Types of Questions and Behavioral Anchors
Initiative Situational Question:
You have received a request from your manager to prepare an important report, which must be completed early tomorrow morning. Your manager has left for the day when you discover that he has left out information which you must have to complete the report. What would you do in this situation?
Poor
Acceptable
Excellent
1
2
3
4
5
Wait until the manager is in tomorrow morning to start working on the report.
Complete the report without the information, blaming the manager if it’s wrong.
Pass the request along to a co-worker.
Complete as much of the report as possible, and ask the manager for the information tomorrow morning.
Ask for a team member’s help in completing the report.
Complete the report with your best guesses, and verify it with the manager in the morning.
Attempt to contact the manager at home or by cell phone to obtain the information.
Attempt to contact others in the organization who might have the necessary information.
Complete the report as best you can, and email it to your manager to get the needed information.
Teamwork Behavioral Question:
We have all encountered situations where we needed a team member’s help to complete a task or project, and the person was uncooperative. Describe a time when that happened to you. How did you handle the situation and what were the results?
Poor
Acceptable
Excellent
1
2
3
4
5
Did nothing.
Demanded team member’s help.
Project was late, incomplete, or a failure.
Politely requested team member’s help, and received some help.
Went to manager for assistance in obtaining team member’s cooperation.
Project was completed.
Persuaded team member to help by emphasizing project’s importance.
Sought help from other team members to get team member to cooperate.
Project was a success.
Template for Developing Interview Questions
Customer Service Situational Question:
Create a question
Poor
Acceptable
Excellent
1
2
3
4
5
Answer 1.
Answer 2.
Answer 3.
Answer 1.
Answer 2.
Answer 3.
Answer 1.
Answer 2.
Answer 3.
Sales Ability Situational Question:
Create a question
Poor
Acceptable
Excellent
1
2
3
4
5
Answer 1.
Answer 2.
Answer 3.
Answer 1.
Answer 2.
Answer 3.
Answer 1.
Answer 2.
Answer 3.
Customer Service Behavioral Question:
Create a question
Poor
Acceptable
Excellent
1
2
3
4
5
Answer 1.
Answer 2.
Answer 3.
Answer 1.
Answer 2.
Answer 3.
Answer 1.
Answer 2.
Answer 3.
Sales Ability Behavioral Question:
Create a question
Poor
Acceptable
Excellent
1
2
3
4
5
Answer 1.
Answer 2.
Answer 3.
Answer 1.
Answer 2.
Answer 3.
Answer 1.
Answer 2.
Answer 3.
Initiative Situational Question:
You have received a request from your manager to prepare an important report, which must be completed early tomorrow morning. Your manager has left for the day when you discover that he has left out information which you must have to complete the report. What would you do in this situation?
Poor
Acceptable
Excellent
1
2
3
4
5
Wait until the manager is in tomorrow morning to start working on the report.
Complete the report without the information, blaming the manager if it’s wrong.
Pass the request along to a co-worker.
Complete as much of the report as possible, and ask the manager for the information tomorrow morning.
Ask for a team member’s help in completing the report.
Complete the report with your best guesses, and verify it with the manager in the morning.
Attempt to contact the manager at home or by cell phone to obtain the information.
Attempt to contact others in the organization who might have the necessary information.
Complete the report as best you can, and email it to your manager to get the needed information.
Explanation / Answer
Template for Developing Interview Questions
Customer Service Situational Question:
Consider a situation where the customer is in dilemma to make the purchase decision. What steps would you take to manage the situation.?
Poor
Acceptable
Excellent
1
2
3
4
5
Wait till the customer makes the decision
Mean while attends other customers
Not helping to make any decisions
Wait till the customer makes decisions
Providing suggestions
Attending other customers in between.
Providing more suggestions about the products
Helping them with opinions by understanding their needs
Coordinating them accordingly so that they can make purchase decisions.
sales Ability Situational Question:
Tell about a time when you had to handle a difficult but prospect customer and what did you do to win the sale?
Poor
Acceptable
Excellent
1
2
3
4
5
Provided the product information
Answered the customer queries
Forwarded for closing the sale
Provided the product information
Provided the information regarding the relevance of the product
Answered the customer queries
Determined the needs of the customer
Provided the product information highlighting its ability to satisfy his needs
Probed the customer to make purchase decision
Customer Service Behavioral Question:
How would you deal with an unsatisfied loyal customer so as to make him continue as a loyal customer?
Poor
Acceptable
Excellent
1
2
3
4
5
Talking with the customers nicely
Convincing him to accept the product
Not responding to the customer queries properly
Convincing the customers
Apologizing for the fault
Making the customer to accept the defective product and asking for excuse that it won’t happen in future.
Apologizing initially
Identifying the reason or dissatisfaction
Taking appropriate action to make him satisfied.
sales Ability Behavioral Question:
What effort would you take to sell the product to the loyal customer of the competitor?
Poor
Acceptable
Excellent
1
2
3
4
5
Explaining the product details
Criticizing about the competitor
Compelling the customers to buy the product
Providing the customer with product information
Providing a comparison
Putting the customer into dilemma
Providing the customer with product information
Providing the comparison
Providing the relevant reason for purchasing the product.
.
Customer Service Situational Question:
Consider a situation where the customer is in dilemma to make the purchase decision. What steps would you take to manage the situation.?
Poor
Acceptable
Excellent
1
2
3
4
5
Wait till the customer makes the decision
Mean while attends other customers
Not helping to make any decisions
Wait till the customer makes decisions
Providing suggestions
Attending other customers in between.
Providing more suggestions about the products
Helping them with opinions by understanding their needs
Coordinating them accordingly so that they can make purchase decisions.