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MasterCard Interview
Questions

30 Questions and Answers by Rachelle Enns

Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.
Job Interviews     Companies     Money     Credit Card Services    
Question 1 of 30
Do you have sales targets in your current role? How is your performance measured?
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How to Answer
The interviewer would like to know more about how your success is currently measured. How do you know that you are doing a great job? If you have targets, goals, and metrics in your current position, this question should be straightforward for you to answer.

Hiring authorities love to hear numbers and percentages since they make your experience easy to relate to and understand. If you did not have sales targets in your last role, discuss the measurements addressed in your performance reviews. If you do not have performance reviews, have you received praise for a job well done?
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Answer Examples
1.
Do you have sales targets in your current role? How is your performance measured?
The interviewer would like to know more about how your success is currently measured. How do you know that you are doing a great job? If you have targets, goals, and metrics in your current position, this question should be straightforward for you to answer.

Hiring authorities love to hear numbers and percentages since they make your experience easy to relate to and understand. If you did not have sales targets in your last role, discuss the measurements addressed in your performance reviews. If you do not have performance reviews, have you received praise for a job well done?

Rachelle's Answer #1
"I have a variety of targets in my current position, including average sale per customer, add-on or cross-sale value, call time, and customer satisfaction ratings. My performance is measured using a blend of all these factors. We are asked to review our own performance daily, ensuring that we are always on target. It's a high-pressure sales environment; however, I am a competitive person, so I enjoy the pace. I look forward to learning more about your targets here at MasterCard."
Rachelle's Answer #2
"Although I have not worked in a role with specific targets, I am aware of the importance of goal setting in the credit card services industry. Currently, my performance is measured by customer feedback and reviews. I have been the recipient of many happy customer reviews, which makes me very proud. I am eager to learn more about your sales targets at MasterCard. "
2.
Walk me through your experience, managing an end-to-end sales cycle.
An end-to-end sales cycle has a variety of stages, including:

- Prospecting
- Approaching
- Negotiating
- Fulfilling
- Following Up

If you are working on an end-to-end sales cycle, you are responsible for finding and contacting the customer, working with them until the sale is complete, and then following up with them; continuing to nurture the sale long after the contracts are signed, or payment is made.

Walk the interviewer though any experience that you have when it comes to handling an end-to-end sales cycle. If you do have this experience, you could choose to talk about what you learned during your post-secondary studies when it came to the cycle of major assignments, for instance.

Rachelle's Answer #1
"In my current position, I am responsible for prospecting, cold calling, negotiating, collecting payment, and follow up after the sale. I thoroughly enjoy being responsible for every aspect of the sale because I am the only one accountable for my results. I am competitive with myself, and so this type of sales cycle speaks to that competitive side."
Rachelle's Answer #2
"I am new to my career, so the best example of end-to-end management would be more on the project management side, from my time in post-secondary. I have been responsible for taking care of self-led and group-based projects in university. To ensure success, I keep organized with the use of a project management app called Monday, where I can keep everything in one place, while also receiving notifications and alerts when deadlines are coming up, or I need to take action."
3.
MasterCard gives priority to bilingual candidates. Do you speak multiple languages?
Your response will be pretty basic considering you either do or don't, speak multiple languages. What is important here is that you express your ability to learn other languages, or you take the time to overcome this lack of skill by showing that you are highly skilled in other areas.

Rachelle's Answer #1
"I am fluent in English and a beginner in Spanish. I am certainly willing to dive deeper into learning a new language as I see how it would be valuable in this role. What makes me most qualified for this position is my experience in the credit card services realm; working for your competitor in a call center environment for the past three years."
Rachelle's Answer #2
"Yes, I speak English and Spanish fluently and have beginner skills in Mandarin. It was important to my parents that I am bilingual, considering the diversity present in our country. I look forward to putting my linguistic skills to work for MasterCard."
4.
If you were to accidentally do something wrong at work, what would you do to repair the situation?
When working for MasterCard there are a lot of moving parts to ensure that client files are correct, documentation is accurate, and that employees follow all policies to the letter.

The interviewer would like to know more about your character, and how you would react if you realized that you did something wrong at work. Of course, the best way to approach this is to show that you would own up to the situation while doing everything required to fix the potential issue. Show the hiring authority that you understand the value of ownership in the workplace.

Rachelle's Answer #1
"I dislike making errors in the workplace, which is why I like to keep checklists to ensure that I have followed every procedure as expected. If I accidentally do something wrong at work, I will immediately fix the error and then fill my supervisor in, if required. If the situation were more serious and required an outside department to help, I would call on assistance right away. The longer a problem sits, the worse it can become, so I believe it's best to own up and fix the issue immediately."
Rachelle's Answer #2
"I am not afraid to ask for help. If I were to do something wrong at work accidentally, I would let my manager know immediately. I would also ask for extra training after the fact, to avoid the situation from happening again. Prevention is key!"
5.
Do you have experience using a CRM tool such as Salesforce?
Think of the software and programs that you have used in your current and previous roles. Be prepared to discuss the programs that you are most experienced with, being sure to highlight any programs used at MasterCard.

Popular CRM's include:

- Salesforce
- Oracle
- NetSuite
- Microsoft Dynamics

Rachelle's Answer #1
"My CRM experience is primarily with Salesforce and Oracle. The companies I have worked for have all been enterprise-level organizations, requiring robust CRMs with many tracking tools. Do you use Salesforce here at MasterCard?"
Rachelle's Answer #2
"I am tech savvy and confident in my ability to learn any CRM that you use here. If you'd like, I would be happy to take some online training and watch tutorials, to get a head start on the CRM you use here at MasterCard."
6.
What is the most helpful piece of customer feedback you have received lately?
Feedback is valuable in the workplace and, when it comes directly from customers, this is a prime opportunity for you to learn and grow. The hiring authority wants to see that you are open to feedback and that you take action when you receive it. Discuss one piece of helpful feedback, either formal or informal, that you have received from a customer as of late. If you are new to your career, you can refer to an example from your post-secondary career or volunteer work.

Rachelle's Answer #1
"I recently had a customer comment that I spoke too quickly for them to understand what I was saying fully. When I get into a groove, I know that I can speed up my work and speech, so I did appreciate the fact that the customer brought it to my attention. I have started to record myself with my sales scripts, practicing 30 minutes per day, with a focus on slowing down."
Rachelle's Answer #2
"The most helpful feedback that I received lately came from my professor in one of my business classes. He asked me to dig a bit deeper and start tackling topics in my papers that were not in my wheelhouse. He wanted me to stretch myself further. I agreed and wrote my last paper on a topic entirely new to me. This suggestion was great because it forced me out of my comfort zone and challenged my research and writing skills at the same time."
7.
Have you ever worked in a call center environment where your calls are recorded?
This question is straightforward since it's either a yes or a no! With that said, be sure to express the fact that you understand why calls are recorded at MasterCard. This action is not one of mistrust, rather an effort that has to take place to protect the company, its employees, and its customers. You can keep your response brief, and to the point.

Rachelle's Answer #1
"I currently work for a competitor of MasterCard where my incoming and outgoing calls are all monitored. Considering the volume of people that I speak with every day, I appreciate the added protection that comes with knowing there is a backup available of my conversations and actions."
Rachelle's Answer #2
"I have never worked in a call center environment; however, I completely understand why it is important for MasterCard to protect its customers and employees in this manner. I am 100% fine with having my calls recorded in the workplace."
8.
Confidentiality is of the utmost importance to us. Have you ever broken a confidentiality agreement? Under what circumstance would you breach a confidentiality agreement?
MasterCard works with, and keeps, a great deal of sensitive information on their clients such as credit and banking information. For this reason, they will have confidentiality agreements for you to sign as an employee. These confidentiality agreements could also cover trade secrets, sales approaches, and client lists. Talk to the interviewer about your thoughts on confidentiality agreements and assure them that you would never breach a contract.

Rachelle's Answer #1
"I have signed NDA's and various confidentiality agreements in all my previous roles, with no issues. As an employee in the banking and finance industry, I understand the importance of protecting our customers. I hold myself accountable to confidentiality agreements and any other important documentation."
Rachelle's Answer #2
"Exercising discretion has never been an issue for me, and I am happy to comply with any matters of confidence policied by MasterCard."
9.
What tools can MasterCard provide you, so that you can deliver world-class customer service?
If MasterCard hires you, it is in their best interest to provide you with only the best possible tools to make you successful in your new role! There are many tools available to help you succeed, such as excellent training, a robust CRM program, and well-equipped management. Talk to the interviewer about what need to deliver exceptional service to their clients.

Rachelle's Answer #1
"I believe that, in the financial and credit card services industry, it is vital for me to have robust tracking and automation tools, to best help my customers. With streamlined processes and organized information, I can better serve those who come to MasterCard for credit card solutions."
Rachelle's Answer #2
"I am new to my career so, for that reason, the most important tools that MasterCard can provide me include proper training and a knowledgeable management team. I am eager to learn and grow with the full support of an excellent department."
10.
How comfortable are you selling products to MasterCard clients?
Working with MasterCard means that you should be comfortable talking to customers about the variety of products available to them. If you have sales training and previous experience, the chances are that you will have a solid understanding that this role comes with targets and goals. If you have little work experience, it is okay to ask the interviewer for more detail on what the expectations will be in this role.

Rachelle's Answer #1
"I have many years' experience selling a variety of products; both services based and digital and am very comfortable working with customers to uncover their needs as they are related to MasterCard products. Once my product training is complete, I am 100% comfortable in selling and cross-selling your valuable products to deserving customers."
Rachelle's Answer #2
"I understand that MasterCard offers an excellent training program. Once I have completed my on-the-job training here, I am confident that I will be ready and very comfortable is selling your products to your valued clients."
11.
When is it okay to stretch the truth to make a sale or cross-sell a new product?
The sales process is a significant part of working in credit card services. You will have targets and goals to achieve, which are very important; however, the interviewer needs to know that you will approach your sales goals with the utmost integrity. You already know that it is not okay to lie, or stretch the truth, to make a sale. Talk to the interviewer about your ability to sell with an honest approach.

Rachelle's Answer #1
"It is never okay to stretch the truth to make a sale or cross-sell a new product. If I have to stretch the truth, this means that the product I am presenting is not the right fit for the customer. When I keep my customers' needs top of mind, I can make a sale that fits their needs while also meeting my goals and targets."
Rachelle's Answer #2
"When selling a financial product or service, describing the features and benefits that are relevant to each customer is the best approach to closing the deal. Stretching the truth is never in the best interest of a company or a customer."
12.
Tell me about the last time you handled a demanding customer. What did you do well, and what could you have done better?
Every customer-based interaction is different, and the hiring authority would like to see that you can handle any situation that comes your way. If you have some work experience, you have likely come across a demanding customer in the past. Tell a brief story that outlines the challenge, the action that you took, and include the positive result of your actions.

If you are new to your career, think about a time when you had a problematic professor or had to collaborate on a group project with another student who didn't work positively with you.

Rachelle's Answer #1
"I have difficult customers a few times a week, considering the call-center environment where I currently work focus' primarily on customers with accounts in arrears. The last situation I recall was a woman who was claiming that around $5,000 in credit card charges were not hers. The issue was that the charges were from places where she shopped regularly. Rather than telling her that we knew her claim to be untrue, I offered a very tempting re-payment plan with late fees waived. She ended up taking the offer, which was great for both parties. If I had this situation again, I would take more time to work with the client to ensure that they did not get themselves into a sticky credit situation again. I believe a large part of my job should include educating our credit clients."
Rachelle's Answer #2
"As a recent business graduate, I had had some professors who were very challenging when it came down to their communication skills. One professor was brief when it came to expectations and deadlines. I decided to approach her and ask for more precise guidelines. She was offended and not much help. I am happy that I asked for help, but I could have approached her differently. What I learned was that not everyone communicates as well as I do, and it's crucial that I find clarification on my own rather than expect others to fill in the blanks for me. As challenging as this situation was, it was also a valuable learning experience."
13.
What does it mean to be a persuasive person? Do you think you are persuasive by nature?
The power of persuasion is essential in sales, customer service, and the finance industry. Keep in mind that being a persuasive person does not mean that you are arrogant, aggressive, or that you spend your time convincing someone to do something that makes them uncomfortable.

As a finance and credit professional, you use persuasion to pitch and influence. Discuss what you interpret persuasion to be and be sure to address the fact that you are persuasive when necessary.

Rachelle's Answer #1
"Persuasion is a big part of sales, but it's all about proper timing. First, I lay down the groundwork and build rapport. I ask questions of my customers to find out more what they need. Once I have built enough evidence that my path is the most beneficial approach for them, I then begin to build a persuasive case."
Rachelle's Answer #2
"Persuasion is an art form and one that I developed while earning my business degree. I would use persuasion in my papers and writing, helping others to see the upside of my approach."
14.
How has your education prepared you for success in this role with MasterCard?
The interviewer wants to know how your education has prepared you for this job with MasterCard. A few highlights you can focus on are some of the relevant financial or sales topics you learned about while attending post-secondary studies. If you have experience working on group projects, share how you improved your listening and communication skills when working with a team.

While attending post-secondary studies, you likely learned some core skills that would be transferable to any position. Think about what you learned at your highest levels of education and how that knowledge applies to this job.

Some of these skills could include:

- Time Management
- Creative Thinking
- Proposal Writing
- Public Speaking
- Presentation Building
- Independent Learning
- Academic Research
- Self-Motivation

Rachelle's Answer #1
"My degree in business administration will help me to be successful with MasterCard in a few ways. First, your job posting mentions looking for team members who are accountable, comfortable with cold-calling, and solid researchers. Not only did my degree give me fundamentals of sales, but I also learned how to be more confident when reading people, and how to stand behind my work when it came to assignments and research papers. These are just a few of the ways that my education will help me to succeed in this position."
Rachelle's Answer #2
"During high school, I had the option to take Marketing classes. I loved these classes, and they taught me about sales, customer service, and the psychology behind a sale. This knowledge will be helpful as I discuss credit card options with MasterCard customers. I look forward to taking what I know and expanding on that during my new hire training."
15.
MasterCard has a variety of goals and KPIs for each employee. How do you go about meeting and exceeding your goals every month?
The interviewer would like to know your approach to ensuring success in the workplace. It's essential that you give the nod to the fact that MasterCard has goals and KPIs waiting for you, should you be the successful candidate.

The hiring authority would like to hear that you are great with goal setting and organizing your day. When you have a great plan in place, this makes it much easier to meet and exceed your goals. If you have an example of a time when you recently exceeded your goals at work, talk about what you did to get there!

Rachelle's Answer #1
"I have met my goals for the past six months straight. When I first started in the role, I struggled with meeting the many targets placed out for me. Once I realized that by breaking all expectations down into a daily view, rather than a monthly view, I was able to thrive. By doing so, I could break down my tasks into hours while making mini expectations for myself."
Rachelle's Answer #2
"I learned about goal setting and the importance of timing in goal setting, while in university. Often, I would have many assignments due at one time. To ensure that I was never confused or delivered a late project, I kept a color-coded iCal that I would refer to for everything that came up. I think that meeting and exceeding my goals and KPIs at MasterCard will require the same level of organization."
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30 MasterCard Interview Questions
Win your next job by practicing from our question bank. We have thousands of questions and answers created by interview experts.
Interview Questions
  1. Do you have sales targets in your current role? How is your performance measured?
  2. Walk me through your experience, managing an end-to-end sales cycle.
  3. MasterCard gives priority to bilingual candidates. Do you speak multiple languages?
  4. If you were to accidentally do something wrong at work, what would you do to repair the situation?
  5. Do you have experience using a CRM tool such as Salesforce?
  6. What is the most helpful piece of customer feedback you have received lately?
  7. Have you ever worked in a call center environment where your calls are recorded?
  8. Confidentiality is of the utmost importance to us. Have you ever broken a confidentiality agreement? Under what circumstance would you breach a confidentiality agreement?
  9. What tools can MasterCard provide you, so that you can deliver world-class customer service?
  10. How comfortable are you selling products to MasterCard clients?
  11. When is it okay to stretch the truth to make a sale or cross-sell a new product?
  12. Tell me about the last time you handled a demanding customer. What did you do well, and what could you have done better?
  13. What does it mean to be a persuasive person? Do you think you are persuasive by nature?
  14. How has your education prepared you for success in this role with MasterCard?
  15. MasterCard has a variety of goals and KPIs for each employee. How do you go about meeting and exceeding your goals every month?
  16. Do you prefer to work for MasterCard in a B2B or a B2C approach?
  17. Do you believe that your co-workers and clients see you as an honest and trustworthy person?
  18. Tell me about any formal sales and customer service training you have received.
  19. Would you break MasterCard policy to satisfy a customer?
  20. What would make you lose your patience with a MasterCard customer?
  21. Tell me about your experience in developing key internal relationships with Risk Management, Underwriting, and New Accounts.
  22. What does cross-selling mean to you? Tell me two MasterCard products that you could cross-sell.
  23. What do you know about credit card services, and how market conditions impact our business?
  24. Do you have strong business and financial acumen?
  25. How do you feel about credit cards?
  26. MasterCard does a complete background check on all candidates, including a credit check. Do you have strong credit and a clean criminal record?
  27. Which influencer do you appreciate the most, in the financial realm? What is it that you like about their approach to finance-related topics?
  28. Do you have any credit products with MasterCard? Why or why not?
  29. Have you considered expanding your education in the credit card or financial services realm?
  30. Tell me about the last time you made a product suggestion to a customer that helped them in a big way.
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