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PetSmart Interview
Questions

32 Questions and Answers by
| Jordan Henry is a resume specialist with additional experience in career development and cover letter writing.

Question 1 of 32

At PetSmart we have a very clear return policy. How would you handle a customer who was arguing with you about a potential return?

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PetSmart Interview Questions

  1. 1.

    At PetSmart we have a very clear return policy. How would you handle a customer who was arguing with you about a potential return?

      As a PetSmart employee, you will come across customers who want to argue with store policy. Assure the interviewer that you can handle a situation like this with poise while keeping the customer happy, and keeping the needs of the company in mind as well.

      Jordan's Answer #1

      "I know that return policies are set for a reason, and being a good team-member means abiding by all of the rules and policies of the company. I've been in situations in the past where customers were angry with me about a policy I had no control over; when that happens, I just have to listen patiently, not take their criticism personally, and work with them to find a solution to their problem that aligns with the company's policies."

      Jordan's Answer #2

      "I have some dispute resolution training from my previous retail position and fully believe that flexibility needs to be offered in extreme situations."

  2. 2.

    At PetSmart we firmly believe in grooming our employees into management roles as they show potential. Are you interested in potential leadership roles with us?

      Leadership at the retail level can open up many career options such as store management, district level leadership and even corporate opportunities. Many seasonal or entry-level PetSmart employees go on to become department leads, store managers, or take on even higher roles in the company at large. Talk to the interviewer about any interest you have in gaining a leadership role down the road.

      Jordan's Answer #1

      "I would be very excited about obtaining a role in leadership within PetSmart in the future. I'm confident that you'll find that my hard work and attention to detail will make me well-suited for a leadership position in the future as you feel I'm ready."

      Jordan's Answer #2

      "I have been in an unofficial leadership role for the past three years of my career. I believe that a management role with PetSmart would be a great next step in my career."

  3. 3.

    Working in a retail environment, you will sometimes come across rude customers. How would you handle a customer who is aggressive towards you or a co-worker?

      In a service-focused job like a retail position at PetSmart, you will likely encounter customers who make your job less than pleasant. In retail, it's important to maintain a cheerful, calm demeanor even when dealing with angry or frustrated customers. Describe any experience you have dealing with unruly customers or talk about how you imagine you would deal with a negative customer experience.

      Jordan's Answer #1

      "I know that customers are just people like the rest of us -- sometimes we all have bad days! If a customer was upset, I would be sure they felt heard and understood, and then I would let them know that I would do everything I could to address their concerns. I would be sure to maintain my cheerful disposition and positive attitude about the problem."

      Jordan's Answer #2

      "Most places where I have worked have procedures in place for these kinds of scenarios, and I am happy to follow the procedures put in place by PetSmart."

  4. 4.

    Have you researched our company values? What makes you the best candidate for PetSmart?

      Having a deep knowledge of the PetSmart brand and customer is incredibly important -- any information you know about the company's values will work to set you apart from other candidates. Spend some time exploring the PetSmart website and becoming familiar with their core values and mission statement: 'Passionate associates who help bring pet parents closer to their pets so they can live more fulfilled lives.' Discuss with the hiring manager why you think you are the top choice for this role with PetSmart.

      Jordan's Answer #1

      "I've been a long-time shopper at PetSmart, and I love that it's a one-stop shop for all my dog's needs -- from training to grooming to the largest variety of all my pup's favorite treats and toys. I'm excited to support a company like PetSmart that treats pets like family."

      Jordan's Answer #2

      "I first learned about PetSmart charities a couple of years ago, and that's when I started doing my pet-supply buying exclusively at PetSmart. They partner with so many wonderful animal welfare groups and have helped millions of pets in need! I've volunteered at my local animal shelter for years, and PetSmart's adoption events have saved dozens of pets' lives just from my shelter since I started volunteering."

  5. 5.

    How do you like to be recognized for your accomplishments?

      Your potential future managers at PetSmart will be focused on nurturing a positive work environment and strong team, so they'll be sure to offer you feedback on your work as well as recognition of your accomplishments. Share with the interviewer how you would want credit for your hard work. Through gifts? Financial perks? Public recognition? Kind words? Title promotions? You can include examples of how managers or team leaders have recognized your accomplishments in the past.

      Jordan's Answer #1

      "I am very much an over-achiever and find that the best way for me to be recognized for a job well done is through words of kindness and recognition. I am easily encouraged, and the best reward for me is to know that my hard work is noticed."

      Jordan's Answer #2

      "As a sales professional, I am driven by a challenge with a financial perk. Sales contests, for example, are a great way to motivate me."

  6. 6.

    What is the most competitive work situation you have experienced? How did you handle it? What was the result?

      Retail environments like PetSmart may offer opportunities for friendly competition with your coworkers and other stores in your district and region. Tell the interviewer about your experience in competitive environments, whether that means racing others to achieve the highest sales, working towards a promotion, or eagerly trying to win a new contract. Show the interviewer that you rose to the challenge and that you were excited to push yourself to be the best. It is a definite plus if you have cheered on your competitors and helped them along the way. Finally, be sure to mention any successful outcome.

      Jordan's Answer #1

      "My current sales position is highly commission based, so my colleagues and I are quite competitive. Despite being competitive, we have a great work environment where we help each other when someone is struggling to meet their quota. We coach each other on sales techniques and share success stories. The result has been a positive work environment with healthy competition."

      Jordan's Answer #2

      "Last year I worked at a high-end jewelry store where sales goals were intense, and the rewards were high. I am geared for healthy competition, so when we had contests, it greatly motivated me. I ended up winning 7 of the 12 contests! I won an iPad, cash incentives, and concert tickets. It was great."

  7. 7.

    What type of manager brings out the best in you?

      Managers at PetSmart work hard to ensure a healthy team, which starts with supporting individual associates. Show the interviewer that you are self-aware and understand the type of manager or employer that brings out the best in you, whether that's a close working relationship with a lot of accountability or a more hands-off approach where you have more autonomy. If you are unsure about your preferences, try to make your answer as open as possible.

      Jordan's Answer #1

      "I have worked with a wide range of personalities and management styles with great success. If I could express a preference, I feel that I am best with a manager who allows me autonomy while still investing time in me through mentorship and training. Can you describe the management style here?"

      Jordan's Answer #2

      "In the past, I have worked best with managers who are strong mentors but also offer autonomy when it comes to the tasks they know I am well-versed in."

  8. 8.

    We need reliable people on our team at PetSmart. How many days were you absent from work last year?

      Being a member of a team means being reliable and consistent, and working at PetSmart is no exception. Make sure the interviewer knows that you respect your coworkers and managers enough to always show up for your assigned shifts. Of course, emergencies and illnesses happen from time to time; you can be honest about a time you had to miss a shift. Be sure to mention that you followed all of the protocols for calling off of work.

      Jordan's Answer #1

      "I know that my coworkers and managers rely on every team-member to show up for their shifts on time and prepared to work -- if one person doesn't show up for their shift, that means everyone else has to work harder! I've never skipped work without a good reason, and I always make sure to call in with plenty of advance notice so that my managers and coworkers are prepared to cover the shift. I've never had an unexcused absence from work."

      Jordan's Answer #2

      "Luckily, I've only ever had to call into work twice -- I had a terrible case of the flu last year and couldn't make it into work for two shifts in one week. I felt so bad about missing the shifts, but I didn't want to spread my germs to my coworkers and customers. As soon as I got home from the doctor, I followed store protocol by emailing my coworkers and asking if anyone could cover my shift. I was able to get one shift covered, but no one was available to cover the other. I immediately got in touch with my manager and let her know the situation. I made sure to get a doctor's note that I brought in with me during my next shift."

  9. 9.

    What are your salary expectations?

      Do some research to determine what pay you can expect from a position at PetSmart, and use your current earnings to talk about your expectations. Be open and honest. Transparency is the best choice when salary based questions arise.

      Jordan's Answer #1

      "I currently make $15 per hour and generally work between 25 and 35 hours per week. I'm hoping to stay in the same range or slightly higher."

      Jordan's Answer #2

      "I currently make minimum wage, and I'm happy to begin a position at PetSmart in that same range. I'm hopeful that my hard work and dedication to the team will earn me a promotion or pay increase after some time. Does PetSmart have any merit-based bonuses or pay-scale increases?"

  10. 10.

    What do you hope to learn from this job at PetSmart?

      Employees at PetSmart have the opportunity to learn a wide variety of skills, including communication, multitasking, and teamwork. Share what you hope to get out of our experience at PetSmart. Review the job description and information about related careers to help you get a better idea of what you have to look forward to. Discuss how this position will help you in your career.

      Jordan's Answer #1

      "I am looking to lay the foundation for the rest of my career with this position. I hope to increase my already strong skills in sales as well as learn more about running a store -- someday, I would love to become a store manager or open my own small retail business."

      Jordan's Answer #2

      "I love helping people and am excited about the chance to learn more about customer service in the retail world. I'm also an artist and love building things, so I'm also hoping that I get a chance to learn more about creating store displays."

  11. 11.

    How do you handle situations that could cause you to be late or miss work?

      When you're a member of the PetSmart team, promptness is important -- your team-members are relying on you to be on time and ready to start work. It's always better to be a few minutes early for a shift so you can be ready to pick up where another team-member has left off as their shift ends. Make sure your interviewer knows that you are proactive and that you can handle the stress of unexpected situations that can arise.

      Jordan's Answer #1

      "I hate being late and always do everything I can to avoid it -- if I'm not five minutes early, I feel like I'm already late! Cincinnati winters can make travel hard, so I always make sure to give myself extra time when there's snow or ice."

      Jordan's Answer #2

      "I hope never to be late! When I started working at a restaurant at sixteen years old, we were taught the adage of 'if you're on time, you're late,' so I've worked to implement that into my life. I always try to arrive 15 minutes early, but there are unforeseen circumstances that can arise. I handle surprises using common sense and keeping courtesy to others top of mind."

  12. 12.

    Do you have reliable transportation?

      If you are offered a position at PetSmart, they want to know that you'll be able to make it to work consistently and on time. Let the interviewer know about your transportation plans, whether you intend to drive, walk, take public transit, or ride your bike.

      Jordan's Answer #1

      "I have a well-maintained vehicle, and I am comfortable with the amount of travel required to get to the store every day."

      Jordan's Answer #2

      "I take public transit and find it to be very reliable. I was late to work only once last year, and that was due to a snowstorm that stalled all of our employees' commutes -- including those with personal vehicles. Rest assured, I am reliable and will always come to work on time."

  13. 13.

    How do you feel about performance incentives?

      Performance incentives can be very motivating, and you may have opportunities to earn such incentives as a PetSmart employee. Talk to the interviewer about your feelings regarding performance incentives.

      Jordan's Answer #1

      "I feel that performance incentives are a great idea -- they keep me motivated to do a great job, and I like knowing that our team is on top of our KPI's. I'm extremely motivated by being rewarded for my successes, both as an individual and as a team."

      Jordan's Answer #2

      "I've never worked in a position that offers performance incentives, and I've never had trouble staying motivated. However, small perks are always nice to have!"

  14. 14.

    How can PetSmart motivate you on the job?

      The management team at PetSmart wants to know how best to motivate every member of their team. Talk to the interviewer about the variety of ways in which you find motivation on the job.

      Jordan's Answer #1

      "I am best motivated through words of praise and recognition for a job well done. I like to know that my efforts are noticed. In my current position, we have a leader board -- I like that concept because it creates a healthy bit of personal competition for me as well."

      Jordan's Answer #2

      "I am very much self-driven and self-motivated. As long as I am being treated with respect and feel appreciated, you will get the best work from me."

  15. 15.

    Describe to me your ideal employer.

      A job search isn't just a one-sided hunt. You must also feel that a job at PetSmart is a good fit for you. Tell the interviewer about your ideal employer. Be specific and be sure to keep the conversation positive. Avoid speaking poorly of any previous managers or organizations.

      Jordan's Answer #1

      "My ideal employer is one who brings charisma and passion to their work. I work best with organizations who have a penchant for learning and promote their employees based on performance."

      Jordan's Answer #2

      "My ideal employer is reliable, has a good reputation, and treats me like a unique individual versus just a number."

  16. 16.

    What type of work environment do you dislike working in?

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  17. 17.

    Personality fit is important to us at PetSmart. How would you describe your personality?

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  18. 18.

    How do you handle a situation where your supervisor does not properly communicate information to you?

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  19. 19.

    Why is this job with PetSmart right for you at this time in your career?

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  20. 20.

    Tell me about a time when you made a suggestion requesting change in an organization.

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  21. 21.

    This position requires a flexible schedule as we are open evenings, weekends, and most holidays. Are you able to commit to these hours?

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  22. 22.

    At PetSmart we like to hire strong achievers. Give me an example of a time when you went above and beyond.

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  23. 23.

    Take me through your experience in retail. What was the most challenging position you have held? Which was your favorite, and why?

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  24. 24.

    You will be responsible for a large amount of cash and valuable merchandise at PetSmart. What would your most recent employer say about your character and honesty?

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  25. 25.

    In a retail environment, staff turnover is often high. How would you handle it if your co-worker did not show up for their shift?

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  26. 26.

    Tell me 3 qualities you possess that make you a strong fit for this position with PetSmart.

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  27. 27.

    In our retail stores we take pride in our merchandising and displays. Do you consider yourself to be a creative person, capable of making an attractive retail display?

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  28. 28.

    This position requires you to wear a uniform to work. Have you worn a uniform in the workplace before? How do you feel about this?

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  29. 29.

    In this role you will be required to handle customer transactions. On a scale of 1-10 how strong are your mathematical skills?

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  30. 30.

    We have a strong employee honesty program in place at PetSmart to prevent loss. What would you do if you discovered that a co-worker was stealing product or money?

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  31. 31.

    What do you know about PetSmart? Why do you want to work for us?

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  32. 32.

    PetSmart puts customer service first. How do you ensure that you always put the customers' needs first?

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