Give an example of a time you had to use listening skills to ensure a job was well done. How do you ensure that you are actively listening to a colleague or a customer to help meet their needs?

"A time that comes to mind is a couple of years ago when I was meeting with a customer of mine on the road. Leading up to the meeting that day in my car, I had several emergent situations come up with other customers and a backup at our warehouse that was causing delivery issues as well. When I pulled into the parking lot of the customer, it was important that I put those things aside to remain fully focused on the meeting ahead of me. In that meeting with the customer, they wanted to focus on some delivery issues we were having. By putting myself in their shoes and understanding how our delivery issues were affecting their production, I was better able to bring the issue back to our warehouse and delivery staff to fix the issue. By submerging myself in the moment and putting myself in the customers shoes, I was able to solve a major issue and not lose a great customer."

Hearing is a basic human sense that people can often take for granted, but listening, comprehending, and taking action is a skill that needs to be developed and focused on to ensure that you are meeting the needs of those that you work closely with. For this question, your interviewer will be looking to hear about a time you had to really listen to what a customer or colleague is saying to help meet their needs. Talk about the listening skills you have developed and how they were helpful to you in the situation. Also let your interviewer know that this is a skill that is important to you to use on a daily basis on the job.

"As a Buyer for a large manufacturer currently, my listening skills are necessary to help ensure that our supplies are available to meet changes in demand that fluctuates from month to month and even week to week. I work very closely and have regular meetings with our Production Forecasting staff. In our meetings, I ensure that I am not distracted and focus on what projections are in the coming months. During the meeting, I ask follow-up questions for clarification when needed and also bring up any potential supplier issues that I'm aware of based on the projections they are talking about. My engagement in the meeting is vital and listening is a critical part of that engagement."

"Listening to the physician is integral to being successful. Ask a question and step back. Listen to what the physician is saying. What do they like or dislike about their current lab? If there is something they could change, what would it be? What are you looking for in a lab and your diagnostic testing? Everything should be open-ended. You want to meet all the needs your physician is looking for."

"The best way for me to ensure that I am actively listening is to put myself in their shoes. And being that I have worked in the hospitality industry, it helps me better understand my customer when an issue arises. I had a customer that had issues with the delivery driver trying to deliver right before or during lunch every day, which took him away from serving his customers the best s/he can. Because this was a busy day for the driver, it was the only time he could deliver. I spoke with his supervisor on delivering on a different day and asked the customer if that day worked and they agreed on moving the delivery day. Now the customer gets his/her delivery hours before lunch and has remained happy."

How would you say that you bring energy to work on each given day? What motivates you to perform at your peak each day?

"For me, becoming an engineer was all about being creative and finding solutions to make life better for people around the world. From my days early in my career of manufacturing aluminum canning products to recently constructing plastic medical devices, I am always motivated by the products I help produce and the differences they make in people's lives. Because of this internal motivation, I am inspired to be my best each and every day on the job."

Smith & Nephew values innovation in the workplace and they believe that employees bringing an energetic approach to their work is key in being innovative in the medical devices industry. For this question, your interviewer is really looking to hear about your personal internal motivation on the job and to hear about the things you do to help ensure that you come to your job with vigor and energy on the job. This is your chance to potentially talk about your personal life and the things you do to refresh outside of work, ensuring that you are bringing a renewed sense of focus each day on the job.

"If you haven't been able to tell so far from me, I am a very energetic person. For me to be refreshed, renewed, and energetic when I report to work, I have to take care of myself outside of work and I do this by eating healthy, exercising regularly, and taking my personal time to be with my family and friends. Coupling these healthy living activities with the proper amount of sleep each night helps me be ready and eager to take on the challenges that I face each day on the job."

We value the trust of our colleagues and customers and we understand that trust has to be earned. How do you earn the trust of those that you work with?

"In the sales world, trust is essential in forging a bond between two organizations that are relying on each other for the success of their businesses. With my customers, I earn trust through solid communication skills, doing what I say and saying what I do. My communication skills start with my ability to listen to my customers and what their needs are and take action on those needs. My communication is further expanded in my ability to keep customers up to date on new products, orders, and expected delivery times for orders. Once a trusting relationship is built with my customers, I become the go-to for their needs and that is a top priority in my work."

Smith & Nephew holds trust as one of its core values and the company believes that trust is earned by being friendly, approachable, and listening to others. In your answer, focus on these traits and expand on your ability to carry these through to the job you are interviewing for. If you have a great example of a trusting relationship you built on the job in the past, explain how you did that to your interviewer.

"I am a firm believer that trust is built through my word and actions in the eyes of my clients and my colleagues. Last year, my company was working on a huge contract for a manufacturer of kitchen goods. When approached by our CEO, he noted that the potential client's concerns revolved around our ability to keep up with demand and create a design that met their expectations. I let our CEO know that he should invite any people from the potential client to our facility to meet face to face, show them our operations and then set clear expectations for production. While I had no qualms with our ability to meet demand, I focused on their product needs when we met face-to-face. I promised a group of prototypes would be developed within two weeks, I delivered on that promise in person to address questions and concerns and a contract was in process within the next week. The trust that was built with pretty simple people skills went a long way in securing my organization's largest contract to date."

"My usual approach is by follow up and follow through. I follow up on everything that is discussed and when there is a direct need for the customer, I follow through with that need as quickly as possible to ensure the customer gets what they need when they need it. Communication is also very key in building trust with my customers and I make sure I communicate effectively!"

What types of goals or KPIs are you measured against in your current position?

"As a customer service specialist, I have a few different goals set by my management team. I have a weekly goal of resolving 100 customer tickets and a quarterly customer satisfaction survey result of 4 out of 5 stars. I regularly meet these goals, and I exceeded my ticket resolution goal by 25% in two of the last four quarters."

At Smith & Nephew, leaders set ambitious goals and evaluate performance by measuring what they achieve and how they achieve it. They are committed to an inclusive and equitable workplace and it's likely that rewards and promotions are based on results and ability.Describe what types of goals you have in your current role (personal or professional) and the frequency they are set (weekly, monthly, quarterly, etc.). If your company does not have any set goals or key performance indicators, be honest and then give examples from a prior job or any relevant personal goals you may have set. Be sure to discuss your ability to attain those goals as well.

"In my current regional sales role, I'm responsible for achieving territory sales goals set by leadership and I'm also measured on customer relationships. I have B2B sales goals and I'm responsible for a minimum of 100 outreach per week through cold calls or emails. I also have a goal of 5 sales presentations per month to new or existing customer groups. In the last three months, I exceeded sales goals by 10% and received above averaging ratings from my current customer base."

Our philosophy on diversity at Smith & Nephew is that the power of individual differences, when leveraged, can help build a stronger organization. What are your thoughts on this philosophy?

"I have worked with diverse groups of people most of my career, including my time doing research at the University. I value opinions that are different than my own and find this environment challenging. If everybody thinks alike, that is not only a boring environment, but it isn't a creative environment."

In the business world, differences in education, opinion, background, and a host of other things make companies function at a higher level and Smith & Nephew believe in this through their diversity philosophy. In your own words, describe how you think people from diverse backgrounds and upbringings help make a team better. If you have direct experience working in a diverse group, be sure to speak about the positives you gained from that experience and how more was achieved in this environment.

"I am so glad you pointed out your need for diversity at Smith & Nephew. I grew up in a small town that wasn't very diverse, so I specifically chose a college in a more diverse location so I could have exposure to other cultures. In this environment, I trained as a Microbiologist with people from all over the world. When working on group projects, the perspectives of others were often differing and this generated a lot of great conversation and learning new and effective ways to do things. Because I really appreciated this eye-opening experience, I really believe I would thrive in a diverse environment like Smith & Nephew."

"It's exciting to work with different cultures and groups of people. The difference we all have should be embraced. They bring value and a strong sense of company culture."

Would you be able to travel from time to time?

"I understand travel may be required, especially as I train and shadow. I don't have any problem traveling, as long as mileage is reimbursed, and lodging is covered."

The job description for Smith & Nephew should list if travel is required for the position, and if so, what percentage of time it would be required. If it doesn't, don't be afraid to ask follow-up questions here to determine the frequency of travel and distance required to travel. Knowing all the details will allow you to answer more honestly. Think about whether you would be able to travel and if you would need advanced notice each time. If you have limitations that restrict your ability, be upfront about it. If you have some flexibility, speak openly about the circumstances.

"In my previous sales role, I was required to travel 50% of the time and it was no problem. If it would be overnight travel, I would just ask that I have as much notice as possible so I can arrange my personal affairs."

What kind of working environment do you thrive in?

"I can adapt to most work environments. I've been in very chaotic, noisy environments and can thrive with some strategies to help me focus, like my headphones. In other positions, it has been very quiet. I gravitate to environments that are collaborative and not too quiet so people feel like they can ask questions and interact with each other."

There are many work options now, with some roles being 100% on-site, 100% remote, a hybrid, or even a hybrid with extensive travel. Read the Smith & Nephew job description to get a better sense of the work environment for the specific role. The interviewer wants to get a sense of your preference for the atmosphere in which you'll be working. Be honest, but also demonstrate your flexibility and ability to adapt and succeed in any environment.

"In my internships, I had exposure to many different settings. I prefer a busy, fast-paced environment to keep me on my toes. I also like when there are many people around so I can ask questions if I need."

"I can thrive in any environment. I work best in a team atmosphere or with a team mentality. This allows me to help the customer from many different angles. If I don't have the answer myself, I like to lean on my colleagues for their perspectives."

How do you want to grow your career within the medical device industry?

"I noticed at Smith & Nephew, you have offices in over 20 countries. This is really exciting to me. I'd love to be in this role for several years, but then think about how I could use the skills I've learned to work in one of your global locations. I'd love to work overseas for a few years and then come back to a leadership role."

The interviewer wants to understand your ambitions and desired career trajectory better. Respond with the ways that you would like to see your career flourish. If you aren't interested in eventually pursuing a management role, speak to how you want to grow and expand other skill sets or continue your education. If you have researched a specific career path or are interested in a particular leadership role, express that area of interest in your response.

"One of the elements of Smith & Nephew that I really love is the career growth opportunities. I'd love to take the knowledge I'll gain in this role and move to the sales organization to be the person in front of clinicians, showing them the great things our devices can do. When you are selling something you believe in, it doesn't really feel like selling, it just feels like helping people."

Our performance at Smith & Nephew relies on our ability to be responsive to the needs of our customers. In your work, how do you stay in tune and respond to your customers needs in an effective manner?

"In sales, customer satisfaction is my top priority and I maintain open lines of communication with my client base to ensure I am hearing their feedback and their future needs. I never hesitate to schedule follow-up calls after I make a sale and products are delivered. This shows my clients that I care and have the follow-through effort other Sales Reps don't have. I also keep weekly contact with my clients to keep my goods and services at the top of their minds. I really believe that my clients like my approach and feedback that both my organization and I have received tell this same story."

The top dog of Smith & Nephew's core values is performance and the organization believes that being responsive to the needs of customers is a top priority in providing excellent service to them. No matter what job you are interviewing for, you will have customers and you need to be able to define those customers and explain how you will be attentive to their needs and deliver on those needs. In your answer, talk about the customers that you have dealt with during your career and relate that to how you will handle the customers of Smith & Nephew that you will be working with. No matter if your customers are internal or external, meeting their needs is of utmost importance and your interviewer will be looking to hear that you share that sentiment.

"Working in logistics and warehousing for most of my career, I have had a pretty diverse customer base. Internally, my sales and delivery force rely on me to meet their demands and I always keep external customers in mind in the work I do because they are the reason we are in business. To keep up to speed on my customer's needs, I keep an open door to new suggestions and take constructive feedback to heart any time it is given. I solicit feedback by attending monthly sales staff meetings at least twice per year and I know the group appreciates it when I attend to both educate them and receive feedback from them."

"Pre-call and post-call planning. Consistent reach and frequency. Always follow through with excellent service at all times. Customer satisfaction is paramount in establishing trust and growth in your territory."

How would you rate your knowledge of medical terminology?

"On a scale of 1-5, I would rate my knowledge of medical terminology at a 4. I have worked in orthopaedic sales for about five years, so I've built an extensive vocabulary and a thorough understanding of medical terms, acronyms, and jargon. If I do not recognize a word or acronym, I'm quick to look it up on the internet or in the medical dictionary I keep in my desk drawer."

A thorough understanding of medical terminology will make you a more desirable candidate when applying for various roles at Smith & Nephew. Speak about your knowledge and experience in this area and any courses or classes you may have taken. If you lack skills in this area, demonstrate to the interviewer your willingness to learn and your ability to self-help and learn new information quickly.

"I would rate myself a 2 out of 5. I'm newer to healthcare, but I do have a foundation of terminology from a couple of healthcare courses I took in secondary school. I love watching healthcare shows on TV, so I've picked up a bit of knowledge from that as well. I'm very eager to learn and am more than willing to put the effort into researching and learning to be successful in this role."

How do you prioritize multiple projects when they all seem equally important?

"I make lists of things that need to be done and determine the order of priority based on deadlines. I have a color-coding system that I utilize when making my lists to help me easily identify the critical tasks and administrative tasks. I have weekly touchpoints with my manager for accountability and recalibration of the current priorities. I also collaborate with peers to share best practices and ensure we're all being as effective as we can be with templates and documents, etc."

Working in a fast-paced environment often means juggling multiple projects and tasks and also means priorities are often shifting. Think about how you decide what needs to be done urgently and what can wait. Give specific examples of techniques and tools you use to manage your time effectively.

"My job is fast-paced, and it's not uncommon to have multiple projects with conflicting priority levels or for priorities to shift throughout the week. Typically, I plan my week out and create time blocks to ensure I have time to do certain tasks without interruption. If I begin to feel overwhelmed or fall behind, I meet with my manager to communicate my concerns. We discuss the current projects, and I get their feedback on priority and see if other team members can support some of the work."

In the medical device industry, there is a lot of industry jargon and lingo and many acronyms to learn to understand the business. What are some strategies you've used to acclimate quickly when you've started a new job in the past?

"When I started my last job, I was hearing so much unfamiliar terminology my first week, so I started making a list, and then when I had time to ask people or look things up, I'd add it to the list until I knew what everything was. My list became pretty extensive, so the HR person who does onboarding actually asked me if she could give it to new hires from now on because it was really helpful."

The medical device industry is highly technical. Even if you aren't an engineer, you still need to know very specific information about the product so you understand the business. There is a learning curve for any new employee, but the ones who can pick up things quickly set themselves up for success faster. Give examples of ways you self-help and learn quickly on the job.

"I love Google. In almost any environment, when you don't know something, you can start on Google and go from there. I take the time to research outside of work the elements of the industry that I don't know to get up to speed faster. By weeks 2 and 3, I have impressed the people I work with as contributing to the business."

"I would undoubtedly practice on my own. But reaching out to your peers is huge, asking questions and getting advice on learning and acclimating quickly. Your territory teammates are a great source of information and education."

The technology in the medical device industry is changing rapidly. At Smith & Nephew, we are investing in new technology to help patients and our teams do their jobs more effectively. How do you keep up with changing technology?

"Our team is moving from JDE to Oracle. I was selected to be part of a project team to help with the implementation because I tend to be on the tech-savvy side. I have been building out the process for my function and incorporating feedback from my team so they feel a part of it. We are now in the testing phases before the go-live and everything is running smoothly. I'm excited about the new tools and features so we can do our jobs faster."

Employers expect employees to stay up-to-date on their respective field, and today's technology makes this reasonably easy! List several ways that you receive your industry knowledge and stay on top of trends. Tell the interviewer about those daily update emails you receive from professional organizations, conferences you attend, and seminars you have taken. Lastly, it's a great idea to ask the interviewer what resources they refer to for industry trends. That question can start up a great conversation, and you may learn a thing or two as well.

"I love to attend conferences and seminars. It's a great way to learn and keep up with technology and trends, but also to network with other professionals in the industry. I use AI to tailor my news feeds so that relevant articles come up and I truly enjoy spending time each week catching up on the latest stories and trends."

In the medical device industry, many of our sales relationships are with large hospital organizations. In previous roles, how have you made connections with the right people in large hospital organizations?

"I have done B2B sales before and my first step is looking at the CRM platform to see who the contact is. I reach out and if that isn't the right person or that person has left, I do a LinkedIn search to see if I can figure out who is in that role now. I use many reach-out methods including phone calls, emails, LinkedIn messages, and even dropping by the facility. By covering all of my bases, I am usually able to find the right person and figure out a way our products can add value to their patients."

B2B sales are critical in the medical device industry, but oftentimes, it is really hard to find the right person to talk to because of the size of these entities. Think about the persistent methods you have used to make a connection with the decision-maker to increase sales.

"I have a lot of industry contacts. In large hospital organizations, often times it is the chief supply chain officer versus the chief medical officer that you need to start with. I reach out to some of my colleagues who have products in other spaces to see if they know who I should start with. Because of the relationships I have built, people want to help me and they know I will help them. I think my connections could be really valuable to Smith & Nephew plc."

"Most private physicians have relationships with hospitals and universities. Leveraging those relationships are integral and imperative to growth in your territory. All of the big accounts I was able to close was due in large part to a relationship that I had with a physician. When you're setting up appointments and lunches, ask questions. It will help drive your business to the next level."

What made you consider leaving your current job?

"I enjoy working for my current company; however, the commute is getting to be too much. I recently moved; now, I'm commuting an hour and a half each way, five days a week. I want to find a similar role within 30 minutes or so from home."

The interviewer is trying to learn more about why you've decided to pursue new opportunities. Discuss your reason for leaving, then explain what makes the role at Smith & Nephew appealing to you. Maintain a positive and professional tone. Avoid complaining about your current or previous company, manager, or team, as hiring managers usually see this as a red flag. Instead, give a more general reason like "I'm looking for more opportunities for growth," "I'm ready to explore new industries and expand my skillset and experience," "I'm looking for a shorter commute, etc., "

"I work for a small company, and there aren't any career paths for advancing and moving into a leadership position. I love the company I'm with; I'm just looking to find a large organization, like Smith & Nephew, where I can potentially grow and develop into a management position in the next few years."

Giving back to the community is really important to us. What are you doing in your current position to give back?

"At my company, we are close to an elementary school and volunteers are needed to read to the students each week. I volunteered immediately and have been part of this program for 2 years. Sometimes it is hard to leave the office each week because I'm so busy, but each time I go there, it is so rewarding."

Charitable giving is common in the medical device industry. The interviewer wants to see that you care about more than just a job but that you find joy and purpose in giving back to your community.

"My company didn't have a robust volunteerism program and we are pretty small, so I actually started a school supply drive to benefit schools in our community. This isn't something our teams were used to doing, so it took some promotion, but in the end, we ended up with a huge amount to donate. The schools were so pleased and it really boosted engagement at our office."

"I work closely with a number of organizations that help the community: the Lupus Foundation, Bendcare, United Rheumatology, and the American College of Rheumatology."

"I have several schools in my territory so I develop fundraisers for various organizations in the school. This allows them to purchase new uniforms, pay for trips, or purchase any supplies they might need to be successful as an organization. It also helps them become more active in their community and may even help with communication skills that will be helpful outside of school."

What do you know about Smith & Nephew?

"I know that Smith & Nephew is a global medical technology company focused on the repair, regeneration, and replacement of soft and hard tissue. I did a lot of research on the organization while I was exploring different companies to apply with and I was very impressed with the sustainability commitment and effort of Smith & Nephew. I love that there is a three-prong focus on people, planet, and product. I noticed that you have been recognized in this area by FTSE4Good and Dow Jones Sustainability Indices, and I was very impressed by this."

The interviewer wants to see if you've taken the time to research the company and learn more about why they do what they do, their mission, and their core values. Demonstrate that you're being intentional about applying to organizations you're interested in and not just any job that's posted. Take the time to speak about what you've read about them, their leadership team, mission, what they value, and the patients they serve. Perhaps you know someone who works there. If so, share that experience! Also, being able to speak to any specific awards or achievements Smith & Nephew has earned is an added bonus!

"I understand that Smith & Nephew is a leading portfolio medical technology company across orthopaedics, sports medicine, ENT, and advanced wound management. I know that your organization employs nearly 20,000 people, which is one reason I was drawn to apply. From my research, Smith & Nephew appears to be a stable company with a strong reputation in the industry. I also read many positive employee reviews and was pleased to see that the company has an A+ rating on Comparably for CEO approval, compensation and benefits, and leadership."

Which of our global franchises are you most interested in?

"I'm very interested in your orthopaedics franchise. I know that Smith & Nephew's portfolio includes an innovative range of hip and knee implants used to replace diseased, damaged, or worn joints, robotics-assisted and enabling technologies, and services that empower surgeons. Most of my experience has been in this area and I feel I have a lot to offer the team."

Smith & Nephew is a portfolio medical technology business focused on the repair, regeneration, and replacement of soft and hard tissue. They have three global franchises, which include orthopaedics, sports medicine + ENT, and advanced wound management. Share with the interviewer which area of the business you are most interested in.

"I am most interested in your advanced wound management franchise. I love that this franchise is focused on shaping what is possible in wound care through prevention and healing. I'm passionate about product designs that manage exudate and infection, protect the skin, and prevent pressure injuries. I'm also aware that your advanced would bioactive products provide a unique approach to debridement, dermal repair, and tissue substitutes. I'm very experienced in this area and feel I have a lot to contribute to this area of the business."

We value merit based advancement within the organization. Does this strike any thoughts in you?

"In the manufacturing world, it was once a very common practice for promotion to happen on a seniority basis and I've personally seen the devastating effects of putting the wrong person in the wrong job. In all honesty, I was promoted into my current Production Supervisor role based on my tenure with my company. But, for many years, the manager of my department consistently put in my performance reviews that I would be the top candidate for a supervisor position if tenure wasn't involved. In my mind, technical skills and people skills are the best traits for advancement to new jobs rather than simple time put in with the organization."

The old merit-based versus seniority-based advancement philosophy within an organization can be a very polarizing subject as people often sit on one side of the fence or the other in their beliefs. With Smith & Nephew valuing and practicing promotions and advancement based on merit and job performance, your interviewer will be looking to hear that you value this practice. Talk about why you feel this is important and also talk about your experiences working with one or both of these philosophies.

"From my point of view, the best person for advancement within an organization or a promotion to a higher level job should be evaluated on the work they perform, their ability to lead others, and their technical acumen. Because of this, HR departments at organizations go through a detailed application and interviewing process to help determine the best candidate for a particular job. Upon researching Smith & Nephew, I was very pleased to see that the organization values merit-based advancement from within because I share this same value."

What do you know about our creative employee development programs? Would you be interested in any of them?

"I really loved reading about the great programs that Smith & Nephew has in place to help their staff achieve their dreams. It is great that young professionals can gain great leadership ideas and experience and I love that the company also seeks out future leaders to create succession plans. To me, I'd be highly interested in the Elevate program to help me connect with other women within the organization and to help develop me into a future leader in the clinical operations here."

For this question, be sure to do your research on the organization to learn about its development programs and be able to speak about them knowledgeably. Let your interviewer know that you would appreciate and value working for an organization that is willing to re-invest in its staff to help them become better. If you see that any of the programs that Smith & Nephew offers interests you, let your interviewer know that it interests you and why it interests you.

"As a graduate of a reputable microbiology program entering the workforce, I'd be highly interested in participating in your Young Professional Forum. I have plans to pursue an MBA part-time while working full-time and gaining experience because of my dreams to excel into the business management side of research and development. I really believe that connecting with other young professionals with lofty goals is important and I was pleased to see that the organization and the senior management team endorse this program."

Tell me about a project team you've been on and your role.

"At my company, I was selected to represent my department in a larger project team to implement a new CRM system. We met weekly, sometimes twice a week for about 12 months, My role was to make sure our old CRM system data converted into the new one and that it was organized in a useful way. I collaborated with IT as well as the project manager for the new system to make sure the data was useful and organized. When the new system launched, our old and rich data was there and useable so that we could maintain relationships we our customers seamlessly."

If you thought group projects ended in college, you were wrong! Most organizations have their share of project work as well as the day-to-day work. Walk the interviewer through a successful project where you played a big role and had large ownership.

"In college, we had to do a big project in my Marketing class where we created an advertising campaign for a local business. I was in a group with 4 people, none of which I knew very well. We started talking to figure out where people's strengths were and there was clearly a person who was more technical, one who was a really good presenter and communicator, a financial person, and me, the creative person. We all had our own lanes, but came together to help with the different pieces. We pitched our idea and the business we had modeled, actually wanted to implement the majority of our ideas."

Our medical devices can truly change people's lives. Sometimes, though, a patient may have a question or concern about one of our devices. How have you handled a difficult customer interaction in a previous position?

"I am a lead in our department, so I take the calls that are escalated or too difficult for one of the other reps to handle. I had a customer who was yelling about how much money he spent on the device and it wasn't working. He was beyond the return date, so we couldn't give him a refund. I let him get all of his anger out and finish talking. I then asked him questions and always addressed him by first name to try and build some rapport. I learned that he hadn't been to see his physician to follow up. We have relationships with the caregivers at one of the local facilities, so I was able to put him on hold and see when they had an appointment available. When I transferred him over to the scheduler, he had calmed down a bit. It wasn't a perfect scenario, but I tried to treat him with dignity and respect and not take it personally."

The interviewer wants to know you can handle the stress of a difficult customer interaction. The customer could be a physician group who uses the medical device or an actual patient who has a question or concern about your product. Show the interviewer that you can stay cool under pressure and resolve the concern.

"I used to be a waitress in college and dealing with difficult customers was my specialty. My co-workers would always give me the regulars who were cranky because I had a way of working with them that made it look easy. One evening, I had a customer who was very upset with his food order. I listened to his concern and asked him if he would like me to bring him something else, but he kept going on and on and was getting quite loud at this point. I apologized again and asked told him I could give him a discount on his order or bring him another choice. He ended up taking the discount and leaving, but at least his volume went down and he left. Difficult customer interactions don't always end perfectly, but I feel I handled the situation appropriately."

"In diagnostics, physicians always have questions about results reporting. Being concise and exact is what a physician is looking for. Never guess or hedge on answering a difficult question from a physician. If you don't know 100%, then immediately defer to the laboratory directory for a full explanation. This should take place in an expedited manner."

"Working in the hospitality industry, I would come across difficult situations almost daily. One time in particular while working at a hotel, I had a customer become quite upset over their wait time in the restaurant. The customer vowed never to stay at the hotel again. I sincerely apologized and offered them concierge lounge access for the remainder of their stay. This made them extremely happy and turned around the rest of their stay."

Tell me about your related education and training that prepared you for this position.

"I actually have a degree in music, but went back to graduate school for business. I think the musical part of my brain keeps me creative, but I have the finance, accounting, and consultancy skills you need to succeed in this role."

Many positions at Smith & Nephew require a degree or certification. Read the job description carefully and provide details on your program and where you obtained your degree or certificate. If you have more informal, on-the-job training, describe that to the interviewer and explain how your education and training make you a fit for the role.

"I have a degree in biology and thought I wanted to go on to medical school, but discovered I really like the business side of health care. I started taking classes in business and management and did an internship in the corporate office of a hospital system. This combination of experiences would give me a really good base for a position at Smith & Nephew."

"I have a great deal of experience in health care medical sales. I have exceeded expectations in several areas: Biologics, Pharmaceuticals, and Diagnostics. I also have deep and developed relationships with private physicians, hospitals, universities, and HCO's. I enjoy the business side of healthcare."

We have offices in over 20 countries. Tell me about experience you have working with a global workforce.

"I have learned so much from the global experiences I've had so far. One of the biggest learnings I have had is that words mean different things to different people. It is a good idea not to use expressions or slang terms when working with people in other countries because the translation doesn't come through. I try to speak slowly, clearly, and use simple words to make sure we are understanding one another."

In global companies, there are many nuances. The EQ and exposure to working with people in other countries is really important to create community and understanding. Highlight any experiences you've had and be sure to communicate your excitement about working in a global environment.

"I haven't had the opportunity to work in a global organization yet, but this is one of the reasons I'm really excited to work at Smith & Nephew plc. I went to a college with many international students and I learned a great deal about cultures and traditions in other countries. I learned a lot about listening to understand versus talking to be heard. Given the chance, I could represent Smith & Nephew plc in a very positive light to global colleagues."

What experience do you have working with coworkers or clients outside of the US?

"I have not worked with any clients or colleagues outside of the US. If I were assigned this type of account or project, I would first research the country and learn more about the cultural norms, especially relating to business. I would observe meetings with colleagues and better understand how conversations and meetings flow and learn as much as I could before jumping in. I'm not afraid to ask questions, so if I didn't understand something along the way or needed advice, I would speak to a colleague or my manager for support so that I could better serve the client or project."

Deloitte is a global industry leader in the medical device industry. Over the years, the organization has grown in scale and diversity with approximately 17,500 people in 100 countries and territories, providing these services. Global experience with clients and coworkers will be a huge plus for candidates! Share with the interviewer your years of experience working with international clients and be specific with what countries, regions, or cultures you have supported.

"I have experience working with coworkers and clients in EMEA. I know the inner workings of effectively communicating with different cultures and being cognizant of the time difference when sending communication. If there is a language barrier, I make sure to speak slowly and clearly and I can pull in a business partner if we need assistance bridging the gap. I always enjoy learning new things and working with various clients in EMEA has really expanded my knowledge base!"

Our organization is highly matrixed with US and global partners on our teams. How have you navigated this kind of environment in the past?

"Currently I report to a leader here in the US, but my functional leader is in the UK. With the time change, it can be difficult for us to reach each other, so I changed my hours slightly to be in the office earlier so I could talk more via Skype with this person. I felt like our emails weren't necessarily the most effective means of communication. With my leader in the US and I try very hard to keep her in the loop about what I'm doing and make her feel like I'm including her in my decisions. After a month or so of trial and error, I have a nice system down now."

Working in a matrixed organization means you have multiple people you are accountable to, often with competing priorities. It can be complex to navigate in this space, so the interviewer wants to know you can handle working in this environment.

"As a junior professional, I've not had experience working with global teams yet. I feel I possess strong communication skills and I'm a quick learner, so I feel I could learn about the culture and best practices for global teams and I would catch on quickly. I'm eager to grow and develop in this role, so I'd love to shadow a colleague or find a mentor that could help me grow in this area."

We need outside the box thinkers to continue to innovate our company so we can stay competitive in the medical device industry. Tell me about a time you thought about something differently or proposed a new way of doing something.

"I started at my company with a staff who had been there a long time. I'm a big believer in Lean Six Sigma principles and I saw a ton of waste in our process. I took some time to get to know the people and learn the current process fully, but then I suggested new ways to streamline our operations such as consolidating vendor agreements, leveraging some of the global contracts we have, and having people 'own' more of their own process instead of handing it off to others. Because I had built relationships with the people in the department first, they were more open to the change. Within the first year, we were able to produce 30% more revenue with no added staff because of the changes I recommended."

Smith & Nephew boasts a culture of continuous learning, innovation, and accountability, so you're likely to encounter a question regarding your ability to problem-solve and be creative. The interviewer wants to know that you are able to think outside the box, collaborate with others, and take ownership of the problem-solving process. Share with the interviewer your idea, but also if it was executed and how the situation turned out.

"As a new grad, I was on a lot of project teams. There was an assignment in one of my marketing classes where we had to think about new solutions to generate leads for a real small business in our community. I did my homework on the company and researched the competitors and main demographic of the customers. I recommended doing a targeted re-targeting campaign on the largest competitor's website. They liked my idea and decided to give me a small budget to try out this campaign. I was able to increase traffic to their website and the number of people who subscribed, so they were really pleased."

Setting goals and achieving results is an important aspect of our value of performance at Smith & Nephew. Do you have an example of a time where you set a clear goal in your work and achieved the desired results for the goal?

"Four years ago when I was promoted to the Regional Sales Manager position with my current organization, I went over our yearly sales number trend over the last five years and saw that it was trending down slightly each and every year. Knowing I would be under pressure to help improve these numbers, I set the bar high to start a trending increase from year one and continue that over five years. To start toward this goal, I made time to work one on one with my sales reps on their sales techniques and provide training to them. Then, I made significant efforts to boost our product visibility in the marketplace, an area we hadn't focused on in the past. With these two simple focuses, year one saw a double-digit increase and with new product lines coming on a yearly basis, our numbers have trended up each year thereafter."

For this question, your interviewer will be looking to gain insight into your own personal motivation in setting your own work goals and expectations and your ability to deliver on those goals. In your example, talk about a time you set a goal in your work, explain why you set that goal, and then describe the step-by-step approach used to turn that goal into a reality.

"In my years working in a large customer service call center, we were having significant issues with customer wait times and this was causing very negative customer feedback on surveys each year. In my first year working as a manager in the call center, I made a goal to help reduce customer hold times on the phone to our call center. First, we analyzed our staffing and we quickly found out that a major roadblock for customers was getting put through to the appropriate person to answer their questions. Immediately, we worked with our IT staff on setting up a new call-holding system with updated customer service options. Once implemented, we then analyzed the average number of calls per week and based on common times for calls, we adjusted our staffing quickly. These changes vastly improved customer hold time on the phone and, in turn, our leadership saw much better results on satisfaction surveys."

Have you ever encountered a time where being honest and straightforward was difficult? If so, how did you handle that situation?

"Early in my career, I was working as part of a large project team that was focused on implementing Six Sigma philosophies at several facilities. As part of the team, I was responsible for being the project secretary. In this role, I kept meeting notes, developed meeting itineraries, and scheduled our meetings out for the future. A few months into the program, I brought a good deal of paperwork home over the weekend to get notes typed up. Having things in a box in the garage over the weekend, my husband grabbed the box to take to the landfill with other garbage over the weekend. Realizing late Sunday night what had happened, I took the right path in communicating with my team that the meeting notes from our first few months had accidentally been thrown away and I explained what had happened. In a moment where not telling the truth and taking the blame would have been easy, taking the moral high ground showed my team that I was honest and could be trusted, even after an unfortunate mistake. Luckily, the collective team and I spend about 30 minutes of our next meeting recapping our notes from the first few months of our project."

In their value of trust, Smith & Nephew believes that being honest and straightforward in what they do and say is vital to building trust. At some point or another in your career, you've likely faced a situation where being upfront and honest was difficult based on a number of situations. In your example, your interviewer will be looking to hear what internal struggle you were facing and why you decided to be honest. Let them know of a positive outcome around the situation and that you were happy with the decision to be honest. Your interviewer will be looking to find out that you are a trustworthy and honest person, no matter the situation you are in.

"In my current role as a Quality Assurance Inspector in the manufacturing industry, the final products sold are in large part my responsibility and I take pride in that. I've gotten to know many of my coworkers on the production line very well and a couple of years ago, I had to report a colleague for neglect of duties due to several weeks of poorly assembled final units that were under his responsibility. The difficulty I encountered was reporting a colleague after several warnings for neglect of duties. We were friends, but ultimately the duties of my job were most important to me. After this incident, the employee was put on a performance improvement plan and required more diligent quality inspections. Just a few weeks into the plan, the colleague pulled me aside to thank me for helping set him straight in his work. A lack of focus due to things in his personal life were affecting his work and he took measures to ensure that it didn't happen anymore from there."

Many of our projects have very strict timelines. Tell me about a time you missed a deadline or deliverable and how you handled it.

"We had a new leader start recently. To get her up to speed, she asked for a number of different reports in a 2-day turnaround time. She needed them for an executive meeting she was going to. One of the reports was very manual and with my other responsibilities, I just wasn't able to get it done in time. I went to her office and told her that I could have this completed tomorrow, but I wasn't able to finish it for her meeting this morning. She asked what I was working on and I explained my competing priority. She recommended that I come check with her to get help prioritizing in the future. I learned a big lesson that day about using your leader as an advocate for you. I should have come to her first. I've kept this in mind in other scenarios when I've had competing deadlines."

Everybody makes mistakes and it is best to pick a project where the missed deadline wasn't fatal and you were able to recover and learn from your mistake. Demonstrate your ability to take ownership, learn from mistakes, and make every effort to avoid making the same mistake in the future.

"As a new grad, I remember in college, I had a huge project due in my economics class at the end of the semester. I made a schedule that would help me get all of the pieces of this project done in time, but part of my project required outside data that I needed from a different university. There was a delay in this data getting to me and it delayed some of the subsequent steps of my project. I ended up getting it just a few days before the deadline. As hard as I tried, I couldn't get it submitted on time. I was absolutely devastated. I called my professor who understood, but I got a reduced grade because it was late. I learned that I should have chosen a data source that was more readily available to me but also that I could have looped in my professor earlier who might have had another idea."

Tell me about a time you've pushed and challenged yourself outside your comfort zone.

"I was working with clinics in my territory to promote our medical devices and kept hearing that our competitor was offering a better product that was more tech-savvy. I brought this feedback back to our R & D team but also had an idea of how we could differentiate ourselves from our competitor's product. I did a bunch of research on how to engineer something like this, even though that is far out of my scope as a salesperson. I was then put on a project team to explore actually developing this upgraded product. Our team was able to research, design and launch a product that my physicians were so excited about. It was the most challenging and rewarding experience!"

Smith & Nephew's purpose is to use technology to take the limits off living and help other medical professionals do the same. The medical device industry demands forward-thinking individuals who can continue to do more to improve the lives of patients. The interviewer wants to hear an example of a time you've really stretched yourself for a project or initiative at work.

"In college, we were given an assignment to create a marketing proposal for a local business. I did a mix of traditional and digital. I had seen a new technology mentioned the day before on a blog I subscribe to and even though my project was due in 2 days, I decided to research everything I could find on this new automation technology. I didn't sleep the night before the project was due, but adding this new technology really made my project stand out."

In the medical device industry, it is important our teams are cohesive so we can continue to drive excellence. Tell me about a time you gave feedback to a peer?

"I noticed my peer was really struggling with her communication with another leader. He would get very anxious and even out of breath when he was telling me about what was going on. One of the times that he was venting to me, I listened, but then asked a few more questions to probe deeper. Through my questions, my colleague was able to think of a few different strategies to try when working with this person in the future. The power of the question is very powerful."

The interviewer wants to know that you aren't shy about giving feedback to your peers to help them succeed. True leaders show their true colors by mentoring and supporting colleagues, not just by supporting and training direct reports. Show the interviewer that you care about the development of others and aren't afraid to give feedback. Give an example that highlights your ability to be professional, constructive, and utilize effective communication skills.

"We have bi-weekly team meetings and we do a lot of brainstorming during that time. One of my colleagues came across as really negative and would shoot down people's ideas quickly. This really deflated the energy in the team. I asked him to go for a walk with me and I told him how his behavior was being perceived. He was caught off guard by this feedback. However, because we were walking and our bodies were moving, it helped him to calm down and hear me. At the end, he thanked me for pulling him aside and talking to him about it and I could tell at the next meeting that he came with an attitude that was different and more open."

Give an example of a time you used creativity in your work to accomplish a task, complete a project or please a customer. What prompted you to take the creative course of action?

"Last year in my current role as a Project Manager, I was leading a team that was focused on implementing a new philosophy on lean principles for one of our product lines. Upon our first meeting as a group, it was very apparent that a lot of the team members hadn't even met in person and all had very differing opinions as to the status of the production line and where it needed to be. Normally as a Project Manager, I want to get down to the brass tacks as soon as possible. But in the case of this team, I decided to take a unique approach to our next meeting by having fun icebreakers for the team to get to know each other and I had each team member write a brief bio on themselves for me to present to the rest of the team. I'm very happy with the approach that I took because our meetings and project from that point on went very smoothly based on the newfound cohesiveness of the team!"

In Smith and Nephew's value statement for innovation, the organization believes that being innovative for their customer stems from creativity. For this question, your interviewer will be looking to hear that you don't hesitate to reach into your creative potential to find innovative solutions on the job. For your answer, try to think of a time that demonstrates your unique creativity and express to your interviewer that you don't hesitate to think outside the box and be creative.

"In my current role as a Corporate Sales Trainer, I try to be creative in my approach with the sales staff at all times because a fun and creative environment is the best way for sales staff to both learn and take the skills learned with them on the road. Last year, I was asked by our Senior Executives to give a training to a sales department that was responsible for phone and e-sales. Knowing that this group was generally stuck behind a desk for the day, I made their training fun and engaging by taking it to an outdoor pavilion at a local park. I worked with our IT staff to have the appropriate technology onsite at the park and the training ended up being a real hit."

"I had a difficult time trying to make an appointment with a physician. I knew there was a lot of opportunity and growth with this practice. They didn't see reps for lunches or meetings. I was able to reach out to the office manager. I asked her what organizations the physician was affiliated with in the area. I was able to help sponsor one of the meetings to set up initial discussions."

Tell me about a time you took initiative on your own.

"I noticed we were taking at least 2 hours a week on a manual report that seemed to be a big waste of time. I started playing around in our system at the different reporting features and was able to test and customize a report that could take the place of the manual report. After my testing, I brought the idea to my boss who made a few tweaks, but was thrilled I had discovered a more efficient way to give customers the same information."

Smith & Nephew values employees with the ability to be self-starters and take ownership of tasks or projects. Consider a time you took the lead on a project or identified a problem and took the initiative to address it and problem-solve. If you do not have experience in the workplace, consider a time you took the initiative as a student or as part of a volunteer group.

"I noticed a huge skill gap in the team's use of Microsoft Excel & PPT. Because I come from a different industry, I had to utilize these tools a lot and volunteered to host a series of lunch & learns for anybody who wanted to brush up on them."

"I noticed a large gap in training for some of my colleagues. So, I put together a training manual that would give them the tools they need to be successful out in the field."

Rather than running from barriers that block our path toward meeting customer needs, we approach them head on. Talk about a time that you faced a challenge on the job head on. How did you overcome the situation?

"I really pursued a career as a Clinical Scientist because I love the challenges that I face on a daily basis in helping find solutions in the medical industry. A couple of years ago in my current position, we were lacking participants for a clinical trial that we were conducting. In hoping to provide some extra incentive, the first thing I did was approach our leadership about offering financial incentives. Next, my team developed a social media campaign to help creatively recruit participants. After just two weeks of the campaign and the offer for pay, we had more than enough participants for our trial."

To be successful in their pursuit of excellent customer service and being innovative in setting themselves apart, Smith & Nephew believes wholeheartedly in meeting challenges head-on. Your interviewer is looking to hear that you are ready to do this at any moment by having you elaborate on a time when you did just this. In your example, describe the situation that you faced, talk about why you decided to face the challenge, and then explain the step-by-step approach you took to overcome the challenge. To seal your answer, make it clear that you are a person that thrives on being challenged in the workplace.

"Working in marketing over my career, a common barrier that I have continually faced is limited budgets for leaders that have big plans for marketing. When this happened recently on a very limited budget, my staff and I had to be diligent about selecting very niche markets to focus on with the limited funding. To accomplish this, we conducted market research alongside the intake meeting with our leadership. Based on our research and input from others, we started targeting select markets with the budget we had with great success. If hired for this position, you'll see that I have the ability to do some great things on a limited budget here at Smith & Nephew."

Smith & Nephew Interview Questions

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1. Give an example of a time you had to use listening skills to ensure a job was well done. How do you ensure that you are actively listening to a colleague or a customer to help meet their needs?
2. How would you say that you bring energy to work on each given day? What motivates you to perform at your peak each day?
3. We value the trust of our colleagues and customers and we understand that trust has to be earned. How do you earn the trust of those that you work with?
4. What types of goals or KPIs are you measured against in your current position?
5. Our philosophy on diversity at Smith & Nephew is that the power of individual differences, when leveraged, can help build a stronger organization. What are your thoughts on this philosophy?
6. Would you be able to travel from time to time?
7. What kind of working environment do you thrive in?
8. How do you want to grow your career within the medical device industry?
9. Our performance at Smith & Nephew relies on our ability to be responsive to the needs of our customers. In your work, how do you stay in tune and respond to your customers needs in an effective manner?
10. How would you rate your knowledge of medical terminology?
11. How do you prioritize multiple projects when they all seem equally important?
12. In the medical device industry, there is a lot of industry jargon and lingo and many acronyms to learn to understand the business. What are some strategies you've used to acclimate quickly when you've started a new job in the past?
13. The technology in the medical device industry is changing rapidly. At Smith & Nephew, we are investing in new technology to help patients and our teams do their jobs more effectively. How do you keep up with changing technology?
14. In the medical device industry, many of our sales relationships are with large hospital organizations. In previous roles, how have you made connections with the right people in large hospital organizations?
15. What made you consider leaving your current job?
16. Giving back to the community is really important to us. What are you doing in your current position to give back?
17. What do you know about Smith & Nephew?
18. Which of our global franchises are you most interested in?
19. We value merit based advancement within the organization. Does this strike any thoughts in you?
20. What do you know about our creative employee development programs? Would you be interested in any of them?
21. Tell me about a project team you've been on and your role.
22. Our medical devices can truly change people's lives. Sometimes, though, a patient may have a question or concern about one of our devices. How have you handled a difficult customer interaction in a previous position?
23. Tell me about your related education and training that prepared you for this position.
24. We have offices in over 20 countries. Tell me about experience you have working with a global workforce.
25. What experience do you have working with coworkers or clients outside of the US?
26. Our organization is highly matrixed with US and global partners on our teams. How have you navigated this kind of environment in the past?
27. We need outside the box thinkers to continue to innovate our company so we can stay competitive in the medical device industry. Tell me about a time you thought about something differently or proposed a new way of doing something.
28. Setting goals and achieving results is an important aspect of our value of performance at Smith & Nephew. Do you have an example of a time where you set a clear goal in your work and achieved the desired results for the goal?
29. Have you ever encountered a time where being honest and straightforward was difficult? If so, how did you handle that situation?
30. Many of our projects have very strict timelines. Tell me about a time you missed a deadline or deliverable and how you handled it.
31. Tell me about a time you've pushed and challenged yourself outside your comfort zone.
32. In the medical device industry, it is important our teams are cohesive so we can continue to drive excellence. Tell me about a time you gave feedback to a peer?
33. Give an example of a time you used creativity in your work to accomplish a task, complete a project or please a customer. What prompted you to take the creative course of action?
34. Tell me about a time you took initiative on your own.
35. Rather than running from barriers that block our path toward meeting customer needs, we approach them head on. Talk about a time that you faced a challenge on the job head on. How did you overcome the situation?

Smith & Nephew Interview Questions

1. Give an example of a time you had to use listening skills to ensure a job was well done. How do you ensure that you are actively listening to a colleague or a customer to help meet their needs?

2. How would you say that you bring energy to work on each given day? What motivates you to perform at your peak each day?

3. We value the trust of our colleagues and customers and we understand that trust has to be earned. How do you earn the trust of those that you work with?

4. What types of goals or KPIs are you measured against in your current position?

5. Our philosophy on diversity at Smith & Nephew is that the power of individual differences, when leveraged, can help build a stronger organization. What are your thoughts on this philosophy?

6. Would you be able to travel from time to time?

7. What kind of working environment do you thrive in?

8. How do you want to grow your career within the medical device industry?

9. Our performance at Smith & Nephew relies on our ability to be responsive to the needs of our customers. In your work, how do you stay in tune and respond to your customers needs in an effective manner?

10. How would you rate your knowledge of medical terminology?

11. How do you prioritize multiple projects when they all seem equally important?

12. In the medical device industry, there is a lot of industry jargon and lingo and many acronyms to learn to understand the business. What are some strategies you've used to acclimate quickly when you've started a new job in the past?

13. The technology in the medical device industry is changing rapidly. At Smith & Nephew, we are investing in new technology to help patients and our teams do their jobs more effectively. How do you keep up with changing technology?

14. In the medical device industry, many of our sales relationships are with large hospital organizations. In previous roles, how have you made connections with the right people in large hospital organizations?

15. What made you consider leaving your current job?

16. Giving back to the community is really important to us. What are you doing in your current position to give back?

17. What do you know about Smith & Nephew?

18. Which of our global franchises are you most interested in?

19. We value merit based advancement within the organization. Does this strike any thoughts in you?

20. What do you know about our creative employee development programs? Would you be interested in any of them?

21. Tell me about a project team you've been on and your role.

22. Our medical devices can truly change people's lives. Sometimes, though, a patient may have a question or concern about one of our devices. How have you handled a difficult customer interaction in a previous position?

23. Tell me about your related education and training that prepared you for this position.

24. We have offices in over 20 countries. Tell me about experience you have working with a global workforce.

25. What experience do you have working with coworkers or clients outside of the US?

26. Our organization is highly matrixed with US and global partners on our teams. How have you navigated this kind of environment in the past?

27. We need outside the box thinkers to continue to innovate our company so we can stay competitive in the medical device industry. Tell me about a time you thought about something differently or proposed a new way of doing something.

28. Setting goals and achieving results is an important aspect of our value of performance at Smith & Nephew. Do you have an example of a time where you set a clear goal in your work and achieved the desired results for the goal?

29. Have you ever encountered a time where being honest and straightforward was difficult? If so, how did you handle that situation?

30. Many of our projects have very strict timelines. Tell me about a time you missed a deadline or deliverable and how you handled it.

31. Tell me about a time you've pushed and challenged yourself outside your comfort zone.

32. In the medical device industry, it is important our teams are cohesive so we can continue to drive excellence. Tell me about a time you gave feedback to a peer?

33. Give an example of a time you used creativity in your work to accomplish a task, complete a project or please a customer. What prompted you to take the creative course of action?

34. Tell me about a time you took initiative on your own.

35. Rather than running from barriers that block our path toward meeting customer needs, we approach them head on. Talk about a time that you faced a challenge on the job head on. How did you overcome the situation?