Interview questions at Sur La Table

1. How would you handle a customer with difficult behavior? top question

How to answer

1. About Yourself

   Look back on your experience. Have you dealt with a difficult or disruptive customer? Remember how you diffused the situation and how you turned things around.

   • Do you have certain principles, or methodology, to deal with difficult people?
   • Do you have strong people skills, are you good at conflict resolution?
   • Are you high on emotional intelligence? Can you give an example?

2. About The Company

   • What have you found about the company and its culture?
   • What have you learned about how the employees value each other?
   • How do they treat their customers?
   • Knowing their line of business or industry, what can be some examples of difficult customers?

   Do your research.

3. About The Fit

   When a question like this asked in an interview, it is an indication that you will probably encounter difficult customers, or other difficult stakeholders while working for this company.

   This would be an excellent opportunity to use the Present-Past-Present approach to respond to this question.

   Start with the Present. Speak about your “conflict resolution” skills and how you apply these today.

   Next go back to a Past situation - remember your Star Stories to relate a relevant situation that happened in a previous job where you resolved a problem for a difficult customer.

   Finally, come back to the Present, summarizing what you learned from past experiences and how you will apply them to the job you are interviewing for today.

   If you can give an example of how you handled a difficult person in the past in a situation similar to what this company may require from you, this will strongly increase your chances of showing yourself as a good fit.

Pro Tip

Statistics

This question is asked 2.7x more frequently at Sur La Table than at other companies.

2. What is your greatest weakness?

How to answer

1. About Yourself

   No one is perfect and your interviewer doesn't expect you to be perfect either.

   While it is good to be honest and open, it will not help you to put yourself down.

   What's important is to find a weakness that you have overcome. How you turned what might be considered a negative into a positive.

2. About The Company

   Research the company (website, social media, etc) to learn about the company culture.

   What personal and professional qualities do they value?

3. About The Fit

   This is the time to clearly state a true weakness that you have overcome.

   Be as specific as possible and stay away from vague cliches like “I work too hard.” It would be difficult for anyone to try and explain how they overcame a weakness like that

   Mr. Simon emphasizes the Present-Past-Present method of responding to behavioral questions. When you are asked about your greatest weakness, you should be able to successfully use this approach as well. Here is an example of how someone might answer this question.

   Present - "I have always had a fear of public speaking, and believe this may have held me back in my career, especially when having to make presentations to management."

   Past - "Last year I learned about Toastmasters International and decided to join this group to help me gain confidence in myself and improve my ability to present to others in just about any situation."

   Present - "By overcoming this weakness I believe that it has made me a much stronger candidate for this position, someone you can count on to make presentations to management, conduct training and communicate at a high level."

   It's important to show how well you've overcome a weakness by motivating yourself and learning a new skill to grow professionally.

Pro Tip

Statistics

This question is asked 26% more frequently at Sur La Table than at other companies.

3. Tell me about a time when you had to work with a difficult or disruptive person. It may be a client, manager, or coworker. How did you handle the situation? What was the outcome?

How to answer

1. About Yourself

   Look back on your experience. Have you worked with a difficult or disruptive person? Remember a few such situations and how you diffused them and turned things around. What are your approaches to resolving conflicting situations at work?

2. About The Company

   • What have you found about the company and its culture?
   • What have you learned about how the employees value each other?
   • How do they treat their customers?
   • Do they have any specific standards and policies?

3. About The Fit

   Using what you found about the company, choose one of your examples that fits best with the company standards and share your story.

   If it's a customer, how did you turn things around and made a customer happy?
   If it's a coworker, how did you diffuse a tense or difficult situation?

Pro Tip

Statistics

This question is asked 5.3x more frequently at Sur La Table than at other companies.

4. Describe a time you went above and beyond for a customer

How to answer

1. About Yourself

   Think about a time you were the customer, how were you treated when you had a problem or issue that needed to be resolved? Did the company solve your problem with great service and a memorable experience?

   Now think about a time you had to help a customer. What did you do to make that experience unforgettable for them?

2. About The Company

   Think carefully about the company and what they are looking for. Read online reviews and any other available information.

   • What are their standards for treating customers?
   • What complaints have you seen that can give you a hint of some of the challenges associated with customer service?
   • How focused is the job description regarding customer service functions? This will give you a strong hint that customer service is an area to be aware of for the upcoming interview.

3. About The Fit

   A great way to show your fit for the job is to use the Present-Past-Present method in answering this question. The following is an example of how you might apply this approach:

   Start with the Present by telling the interviewer what skills you have that will ensure the best customer experience. These might include attributes like patience, listenting, attentiveness or any other customer service related skills you might possess.

   Next go back to the Past to tell a story of how you went above and beyond for a customer. Use the STAR method to help frame your story and be sure to bring your skills into the narrative.

   Finally, come back to the Present to describe for the interviewer how you will bring your customer service skills to the job you are applying for, to help ensure that the company can always rely on you to provide the highest level of customer service.

Pro Tip

Statistics

This question is asked 4.0x more frequently at Sur La Table than at other companies.

5. What is the biggest lesson you've learned from a mistake you made?

How to answer

1. About Yourself

   Do your best to tell a positive story about how the mistake was made, how you dealt with it and what learned from it.

   We all make mistakes from time-to-time. Answering some of the following questions will help you understand your own view of dealing with mistakes and their consequences.

   For instance:

   • How do you use a mistake to improve your abilities?
   • Are you self-aware enough to acknowledge failure and weakness?
   • Do you take smart risks?
   • How do you view success, failure, and risk in general?
   • Do you take responsibility for past mistakes instead of putting the blame on others?
   • If the situation repeats, what would you do differently? What would you do again?

2. About The Company

   Before the interview, look over the job listing, research the company.

   Try to think of a mistake you have made in the past that is not too closely related to the requirements of the job you are interviewing for. What kind of challenges might you face if you get the job here?

3. About The Fit

   It’s your opportunity to emphasize the skills or qualities you gained from your past negative experience that are important for the job you’re interviewing for now. The best way to answer a question like this is to use the Present-Past-Present method.

   Start with the Present by ensuring the interviewer that even though you have made mistakes in the past, the lesson that you learned is to always carefully double-check your work and to make sure you plan ahead for any possible contingencies.

   Next go back to the Past to relate a STAR story that will tell the interviewer about a time when you made a mistake but were able to make the right adjustment to turn a potential negative into a positive. You might say something like: "I was responsible to provide one of our best customers a time frame for completing an important project. In my eagerness to impress them I miscalculated how long it would take and we missed the deadline. The customer was very disappointed and we nearly lost their business. After my manager explained the problem to me I worked very hard to improve my approach to project management and meeting timelines and nothing like this has happened again."

   Finally come back to the Present to tell the interviewer that you have the ability to learn from negative experiences and going forward you will approach all tasks with a mindset that will enable you to adjust quickly.

Pro Tip

Statistics

This question is asked 8.3x more frequently at Sur La Table than at other companies.

6. Tell me about a time when you've resolved a problem for a frustrated customer

How to answer

1. About Yourself

   Think of a time when, as a customer, you had a problem with a company.

   • How did you feel?
   • How did you want to be treated?
   • Was the situation resolved to your satisfaction? If so what was done to resolve it?
   • If not, what went wrong?

   Have you had experience in the past where you helped a frustrated customer? When you were on the serving side of the table, what did you do to make a real difference to the customer and their experience?

   When considering this question, focus on your principles and your approach. You know that when customers are made to feel neglected and unimportant, they tend to get frustrated. You want to demonstrate to the hiring manager that you have the capacity to understand the customer’s problems and issues and can come up with a solution that best addresses their concerns.

   Of course, this may not always be possible in your line of business or profession, but I guess you see what I mean - showing full attention greatly improves your chances of mitigating the situation.

2. About The Company

   Every company relies on customers.

   Research the company you are applying to and try to find out what their standards of customer relationship or service are, as well as try to find out some real cases where the customers complained about the company, and what the company did to mitigate the situations (a possible source might be Yelp! or another social media platform).

   Based on your research, how does the company treat customers? How do they resolve customer issues?

3. About The Fit

   How do you demonstrate to the interviewer that you can WOW the customer by making their situation better for them as well as helping the company maintain good customer relations? Mr. Simon recommends using the Present-Past-Present method.

   There are many ways to apply this approach. For example you can start with the Present emphasizing that your approach to good customer service always starts with your great listening skills that enable you to fully understand the customer’s situation.

   Next go back to the Past for an example of just how you were able to resolve a frustrating situation for a customer. Focus on a situation in which you listened to and understood the problem and were able to resolve it and prevent the loss of the customer’s business.

   Finally come back to the Present to discuss how your skills and experience in handling frustrated customers will be a real asset to the company going forward.

Pro Tip

Statistics

This question is asked 52% more frequently at Sur La Table than at other companies.

7. Tell me about a time when you went out of your way to satisfy a customer. What was the outcome?

How to answer

1. About Yourself

   Think about a time you were a customer seeking help with a problem. How were you treated? Was your experience what you expected? Did the customer service representative make this a good or great experience for you?

   Now think about the times you had to help a customer. What did you do to make that experience unforgettable for the them? How did you exceed expectations?

2. About The Company

   Think carefully about the company and what they are looking for. What are their standards for treating customers?

   Look for reviews online (such as Yelp) that can help you identify how they treat their customers? Very positive reviews would suggest that the company places a strong emphasis on great customer service.

   Double check the job description for evidence of the importance they place on customer service.

   Do your research.

3. About The Fit

   Use the Present-Past-Present technique to answer this question.

   Start with the Present by emphasizing your customer service skills and how important you think they are in not just meeting the customer's immediate needs but also retaining that customer for the long haul.

   Next, go back to the Past to relate a time when you went out of your way to help a customer. Here, for example is how this might be related. "I was working late one night and the rest of my staff had gone home when a good customer called with a serious problem accessing his laptop. I stayed with him both online and on the phone for almost two hours to correct the problem and get him back up and running. The next day he called my boss to tell him how grateful he was that I was able help him with his issues. By the way he is still a very good customer."

   Finally come back to the Present to underscore how you will not only bring great customer service to the new job but will work hard to instill this in everyone you work with.

   Be sure to use the STAR method to craft your story.

Pro Tip

Statistics

This question is asked 6.0x more frequently at Sur La Table than at other companies.

8. What was the biggest mistake you made in your most recent job? How did you handle it?

How to answer

1. About Yourself

   Do your best to tell a positive story about how the mistake was made, how you dealt with it and what learned from it.

   We all make mistakes from time-to-time.

   Answering some of the following questions will help you understand your own view of dealing with mistakes and their consequences. For instance:

   • How do you use a mistake to improve your abilities?
   • Are you self-aware enough to acknowledge failure and weakness?
   • Do you take smart risks?
   • How do you view success, failure, and risk in general?
   • Do you take responsibility for past mistakes instead of putting the blame on others?
   • If the situation repeats, what would you do differently? What would you do again?

2. About The Company

   Before the interview, look over the job listing, research the company. Try to think of a mistake you have made in the past that is not too closely related to the requirements of the job you are interviewing for.

   What kind of challenges might you face if you get the job here?

3. About The Fit

   It’s your opportunity to emphasize the skills or qualities you gained from your past negative experience that are important for the job you’re interviewing for now.

   Put a positive spin on your response by defining the “mistake” as a “learning experience” that led to your increased competency in the workplace.

   Talk about a specific example of a time you made a mistake. Briefly explain what the mistake was; quickly switch over to what you learned, or how you improved, after making that mistake.

   You might also explain the steps you took to make sure that mistake never happened again. Say that something you may have struggled with in the past has actually now became one of your strengths.

   Pick a story that ends with a compelling example of a lesson learned. Tell your story using the STAR method.

Pro Tip

Statistics

This question is asked 6.0x more frequently at Sur La Table than at other companies.

9. What is your favorite food?

How to answer

1. About Yourself

   The right thing to do when you think about an answer is to be yourself.

   Can you come up with an articulate answer when faced with an unexpected question? If you can, you’ll make a good impression.

   Remember, it’s not really about food, so don’t get hung up on whether you’re a Vegan or follow a Paleo diet.

2. About The Company

   Do your research about the company. If it manufactures vegan meals, and you are a lover of steak and spare-ribs, you might not be a good fit.

   Read carefully the “About Us” page of their website, it might tell you something about the charities and causes it supports.

   Do they line up with your own social preferences?

3. About The Fit

   Give an honest, straight-forward answer.

   There is no trick to this question, so simply tell the interviewer what you like to eat and why.

   Here is an example of how this question might be answered:

   “My favorite food is anything Italian. I love a large number of shapes and sizes of pasta, there must be 100s of them and they’re all great. Although red sauce is my favorite, I enjoy many of the other variety of dishes available in any good Italian restaurant.”

Pro Tip

Statistics

This question is asked 25.4x more frequently at Sur La Table than at other companies.

10. What did you like or dislike about your last job?

How to answer

1. About Yourself

   Reflect on yourself; stick to the facts and don’t go into emotions.

   List the things you were responsible for in your last job.

   • Which of them did you like most? Why?
   • What were the responsibilities you liked less? Why?
   • Was there anything you consider completely unacceptable?

   If you feel that your answer will not be complete without a nod toward the negative aspects, then keep it focused on tasks, situations, or company structure, and not on people. The overall tone must be positive and friendly.

2. About The Company

   • What does your research tell you about the company you are applying to?
   • Will there be situations like those in your former job you don't want to get into again?
   • What are the requirements for the position?
   • What challenges will you face there?
   • What responsibilities will you be tasked with?

3. About The Fit

   Which of the responsibilities you liked will also be part of your future responsibilities in your new role? Don’t forget to show your excitement while telling about these.

   If there were responsibilities you disliked that are not part of the job description, don’t bring them up.

   By asking about your feelings toward a previous job the interviewers often aren’t that interested in the list of actual likes or dislikes you can provide. Rather, they’re trying to judge your character by listening to the tone and **attitude **with which you respond to a tricky question.

   However, details of your likes and dislikes can also reveal whether you'll be a good fit culturally at the company at hand. Showing excitement about responsibilities that will most likely be included in the role you are applying for can help strengthen your position as a fit.

   Mentioning that you are ready for more challenges and opportunities, that the position you are applying for is a great match for your skillset and that you feel you would be an asset to the company or department is often a safe way to show your excitement.

Pro Tip

Statistics

This question is asked 3.0x more frequently at Sur La Table than at other companies.

11. Tell me about yourself

How to answer

1. About Yourself

   What is your current occupation? Define yourself professionally in one statement.

   Pick 3 key skills that make you great at your work (your Key Selling Points). How have you applied these skills?

   Try to give some numbers to support your statement.

2. About The Company

   Your first step is to Research the company to find out as much as you can about what they do and their approach to their business and their employees.

   Based on what you know about the company and the job description, why are you interested in the position you are applying for?

3. About The Fit

   Now is the right time to show the fit between your skills and the company's requirements. Your answer works best if you emphasize your relevance. How do you do this? You will have already researched the company, studied the job description to identify their needs and possible pain points and prepared the relevant Star Stories that show how you addressed similar issues in the past. Your next step is to develop your Present-Past-Present approach.

   Start with the Present. Focus on the skills and experience from your most recent positions. What has enabled you to get the job done successfully and how this relates to what the employer is looking to accomplish.

   Next go back to the Past. Here is where your Star story comes in. Explain how you were able to use your skills and experience to accomplish a task that relates to an area of concern for the employer.

   Finally come back to the Present – summarizing the lessons you learned and how they shaped your response and approach today.

   Remember, the whole conversation is about the present, not the past. Just one sentence can summarize why your approach works, and its applicability and relevance to this position.

Pro Tip

Statistics

This question is asked 79% less frequently at Sur La Table than at other companies.

12. Tell me about a time you had a poorly performing team member

How to answer

1. About Yourself

   Ask yourself the following questions based on your own experiences.

   • Do you like working on a team?
   • How well do you work in groups, and what role do you tend to take on in a team project (for example, leader, mediator or follower)?
   • Are you easy to get along with?
   • What can you do to support other team members?
   • How do you act to help to minimize the damage of poor performance to the project?

2. About The Company

   Research the company ahead of time so that you can present yourself as someone who would fit seamlessly into their team culture.

   The example you use to respond to the question should be relatable to the company you are applying to.

3. About The Fit

   You need to demonstrate to the interviewer that you are both enthusiastic about teamwork and that you get along with colleagues.

   Be ready to provide a viable solution to this common work situation. Use a scenario when your encouragement was well received and resulted in a positive change or outcome. Emphasize that you always try to create a friendly environment with your team members.

   Here is a simple and honest example:

   "As a server at “ABC,” I was working with a difficult coworker who refused to contribute to the preparation for a holiday party. She decided to sit and watch while we worked. I took this opportunity to speak with her in a calm and friendly manner and asked her to do the small odds and ends. She agreed and worked on the place cards and seating cart, which played an important role in the fluidity of the event. Sometimes, people have hidden strengths and weaknesses, you just need to identify them!"

   Indicate how you’ll handle future challenges if they happen.

Pro Tip

Statistics

This question is asked 7.2x more frequently at Sur La Table than at other companies.