40 Wayfair Interview Questions & Answers
Table of Contents
- 1. Accomplishment Questions
- 2. Adaptability Questions
- 3. Behavioral Questions
- 4. Career Goals Questions
- 5. Compatibility Questions
- 6. Competency Questions
- 7. Creative Thinking Questions
- 8. Critical Thinking Questions
- 9. Customer Service Questions
- 10. Diligence Questions
- 11. Discovery Questions
- 12. Diversity Questions
- 13. EQ Questions
- 14. Experience Questions
- 15. Job Satisfaction Questions
- 16. Performance Based Questions
- 17. Problem Solving Questions
- 18. Scenario Based Questions
- 19. Situational Questions
- 20. Stress Questions
- 21. Technical Questions
- 22. Tough Questions
Wayfair started their company in 2002, and last year celebrated “twenty years of home.” They are considered one of the leading furniture and home goods e-commerce companies. Wayfair prides itself on data-driven product design, its modern end-to-end tech stack, and building “world-class experiences and relationships for our customers, partners, and employees.” Wayfair advertises that its mission is changing the future of the home by transforming the way people shop for homes. They look at their "data-driven product design" as an investment, which helps them better understand their customers.
They consider their people integral to delivering the success of their company vision. So, they’ve taken a similar, data-driven approach to recruiting their talent as well. They’ve developed a “certified interview program” to identify the strongest candidates and mitigate bias to ensure a fairer and more equitable interview experience while identifying the best talent.
One of the ways Wayfair stands apart from its competitors, such as Amazon, Walmart, and Lowes, is that they maintain a drop-ship business model, where they maintain lower inventory levels, use their asset-based warehouses and logistics, and ship directly from their supplier partners when they can, which they enable by their acute focus on communication, data, and analysis. They also use innovative systems to communicate with and track the inventory of their suppliers.
Wayfair has partnered with over seven-thousand suppliers under six branded retail websites. These include Wayfair’s main site, Joss and Main, AllModern, Birch Lane, Perigold, and Wayfair Professional. Their locations span the globe, with their two main headquarters in Boston, Massachusetts, and Berlin, Germany. They offer onsite and remote positions with global career advancement opportunities.
Accomplishment
1. Tell me about one of your recent accomplishments and how the rest of the team fits into it.
What You Need to Know
Wayfair emphasizes how their people are team-oriented; the accomplishments of the team supersede the recognition of the ambitions of any one person. "We presume good intent while prioritizing impact. We balance confidence and candor with humility and kindness. We are a team of open-minded individuals that are driven by data rather than egos, who support each other through both success and failures. Here, you will not only join our established culture, but actively share and contribute to it."
Your interviewer is trying to assess your approach to furthering your career goals. They want to determine whether you have a large ego and claim credit for the accomplishments of your teams or if you are more team-oriented and give credit where credit is due when others have participated in your accomplishments to further the goals of your teams.
Written by Kevin Downey on June 18th, 2023
Experienced Example
"I consider delegation fifty percent communication and fifty percent playing to the strengths of those you are delegating to. If a task seems appropriate to delegate to a member of the team who can do it better than anybody else, even better than me, they deserve credit for that. I was recently spearheading a project where I did just that. I thoroughly explained the role each member of our team had to play and how their efforts fit into the grand scheme of things. I assigned those tasks to their unique strengths and skill sets, and the project was hailed as a success. When managing it like that, I can only claim so much credit for the group effort. I couldn't have made it happen without them."
Written by Kevin Downey on June 18th, 2023
User-Submitted Answer
"In my current position, teamwork is extremely important. Especially during the creative process, there are many small and big decisions to be made and we always support each other when someone needs help. So the exchange of feedback and opinions definitely gives me strength and makes me more confident. Recently, for the Spring/Summer collection of this year, my team and I have been approached by LEGO to create an exclusive capsule collection. I've been given the responsibility of the project which came on top of my regular workload. I'm very proud of the outcome, there's been loads to do, in addition to the budget planning, designing, and price negotiation, I've been also in charge of the photo campaign and the overall look and presentation of the collection. The support of my team colleagues was crucial, during each step of the way. They helped me make the final decisions on the colors and prints, my team lead supported me in establishing the price range we wanted to place the collection in, our team assistant took care of the sample process and I split with her the supervising of the photoshoot campaign for the launch.
I really appreciated it, because it took extra hours out of and on top of our regular schedule and since it was a big opportunity for our brand, I felt more confident having my team behind me."
Written by an Anonymous User

Our Professional Interview Coach
Jaymie Payne Reviewed the Above Answer
Being trusted to lead such an important project is an honor in itself! You explained the project well, your role, and your team members. How long did it take to complete this project? Can you go into more detail on the overall impact of completing this project? Was there a positive financial impact?
Accomplishment
2. Tell me about yourself.
What You Need to Know
When thinking about this introductory question, consider your interviewer's goals. Yes, they want to get to know you and get you to open up and relax so you'll deliver a better interview. But the primary goal is to see how good of a fit you would be with their team and culture and how well you would represent their brand and values to their customers. "A workplace that reflects our values. No matter who you are, Wayfair is a place where you can bring your whole self. We know that our unique perspectives make us stronger, smarter, and well-positioned for success."
Written by Kevin Downey on June 18th, 2023
Experienced Example
"I have worked for a few e-commerce startups, the last of which was a Wayfair supplier partner. I have always been a fan and customer of Wayfair, and I identify with your culture and values. In my current position, I don't have the growth opportunities I am looking for. So I had a tough talk with my boss and told them I was considering reaching out to you for a position. They tried to talk me out of leaving but gave me their blessing. They've offered me some nice incentives to stick around, and if this pursuit doesn't pan out, I might consider their offer. But I am very excited to meet with you today and look forward to this conversation and learning more about the Wayfair Way."
Written by Kevin Downey on June 18th, 2023
Adaptability
3. At Wayfair, we work openly and cross-functionally. Tell me about a time teams collaborated, changing the course of your day.
What You Need to Know
Cross-functional work environments mean working with team members from other departments, positions, and areas of expertise towards one common goal. Wayfair is very open about the fact that they are a highly collaborative workplace, so the interviewer wants to hear that you feel accomplished through teamwork.
Talk about a time you felt fulfilled through a team setting or project collaboration. If you are new to your career, you can share an example of a time you worked on a team project at University or possibly an extracurricular experience such as coaching a little league team.
If you have some work experience, talk about a time you got together with your coworkers and saw something exciting come to fruition. Be sure to show enthusiasm in your response!
Written by Rachelle Enns on January 31st, 2019
How to Prep
Cross-functionality is an integral part of how Wayfair operates. They even advertise this on one of the pages of their careers site, "Collaborate Effectively: We invest in cross-functional global partnerships that maximize impact and minimize duplication. We prize collaboration in all interactions - with our teammates, stakeholders, and suppliers. We disagree, align, and commit. Effectiveness and efficiency in collaboration are required."
Familiarize yourself with everything 'Wayfair' before your interview. If you want to be part of their team, start your onboarding now by learning everything you can. This will showcase your above-and-beyond work ethic, setting yourself up as their ideal candidate.
Written by Kevin Downey on June 17th, 2023
1st Answer Example
"Our marketing team recently worked on a major campaign for a well-known brand. It was by far the biggest project in my portfolio. I was the junior copywriter on the project and delivered amazing work, not just because I always strive to do my best, but because the more senior members of the team believed in my work. Their encouragement and faith in my work were all I needed to elevate my work even further."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"Last Christmas, we were short-staffed and ran off of our feet during the biggest shopping season of the year. The struggle, the overtime hours, but also the excitement of huge sales numbers put our team on a type of high that I had not seen before. It was pure adrenaline and super exciting. This experience is by far the best example of cross-functional work that I have ever seen. I loved the excitement and the way we all banded together to ensure the success of our store."
Written by Rachelle Enns on January 31st, 2019
Adaptability
4. This position may require you to attend trade shows. Are you restricted from traveling in any way?
What You Need to Know
Depending on the role to which you are applying, you may need to travel to trade shows, visit vendors, make deals with suppliers, or do quality control checks at partner warehouses. Be open and honest with the interviewer when it comes to your schedule and availability. If you can travel without restrictions, your response can be straightforward. If not, you should get into a bit of detail on how you can accommodate. Be sure to focus on the positive (what you CAN offer) rather than the negative (what you CANNOT offer).
Written by Rachelle Enns on January 31st, 2019
1st Answer Example
"I have a valid passport and have no physical restrictions when it comes to travel. As long as my family has enough notice to accommodate for my absence, I am flexible and ready for travel."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"I have experience with tradeshows and am happy to attend any that do not take me away for more than three overnights per month. I have a valid driver's license and passport and am ready to hit the road when needed."
Written by Rachelle Enns on January 31st, 2019
User-Submitted Answer
"No, I am willing and happy to travel."
Written by an Anonymous User

Our Professional Interview Coach
Rachelle Enns Reviewed the Above Answer
To the point and straightforward. If you have traveled for work in the past, this is a good opportunity to qualify yourself by outlining any previous travel requirements.
Behavioral
5. How important to you is it to build relationships with those you work with?
What You Need to Know
Wayfair credits its success to three key elements, one of which is Great People. "Great people have diverse perspectives but share a commitment to respect, a love of solving hard problems, and a spirit of having fun through the hustle." This question is aimed at determining how well you would be able to build relationships, assimilate into their teams, and your overall approach to introducing yourself while onboarding. So when answering, focus on your communication and interpersonal skills and how you would earn trust while proceeding with humility.
Written by Kevin Downey on June 18th, 2023
Experienced Example
"I'd say building relationships is extremely important. To be an effective collaborator, one has to earn the trust of their teammates, which requires rapport. I take this very seriously. I always consider myself a friend to all, and despite my best efforts, I care about what others think about me. I am empathetic and quick to laugh. I want to help others, which requires the humility to know when to ask for help myself."
Written by Kevin Downey on June 18th, 2023
User-Submitted Answer
"Good relationships in the workplace are extremely important to me. We spend a big part of our day working and it can be sometimes difficult or stressful, so it's very important to me to be surrounded by people I respect and who respect me, help each other, have conversations, and also get to know each other on a personal level as well as on a professional."
Written by an Anonymous User

Our Professional Interview Coach
Jaymie Payne Reviewed the Above Answer
It sounds like you understand the importance and value of strong relationships in the workplace. You contribute to a work environment that is mutually respectful and collaborative, which is the foundation of strong and effective teams. Good job!
Career Goals
6. How does a job at Wayfair fit into your career plans?
What You Need to Know
The interviewer would like to know that you see this position and working for Wayfair overall as a good fit. They also want to know if this role is a lateral move that you are complacent with taking until something better comes along. Assure the interviewer that this position will be challenging for you, is a step up in responsibilities, and fits your overall career goals. A well-thought-out answer will show the interviewer you have considered the pros and cons of this position regarding the impact it will have on your career.
Written by Rachelle Enns on January 31st, 2019
1st Answer Example
"This position aligns nicely with my career goal of becoming a team leader within e-commerce and a tech-driven environment. The role is in my comfort zone, but a new enough approach that will intrigue me, and your company size is adequate to support growth."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"I have been looking at new opportunities coming through Wayfair for some time now, waiting for the right opportunity to open up. I am seeking a role like this one that is a jump-up in responsibilities but still within the retail space. My most immediate need is mentorship into a leadership role within a call center environment. From my research on Wayfair, I understand you have many opportunities for professional development and career growth."
Written by Rachelle Enns on January 31st, 2019
User-Submitted Answer
"I am seeking a role to conjure my passion in e-commerce, home furnishing, and hands-on management experience. I've developed skill sets in strategies, operations, and communications. I believe that the category manager role at Wayfair suits my interests and career development opportunities perfectly -- I want to grow as a leader in the cross-border e-commerce area at a fast-growing company. Wayfair employees are also known to be bright and hardworking, the caliber I seek and strive for."
Written by an Anonymous User

Our Professional Interview Coach
Rachelle Enns Reviewed the Above Answer
Awesome answer! Your enthusiasm shines through in this response, and you do a terrific job qualifying yourself for this role. It's evident that the combination of e-commerce, home furnishings, and hands-on management inspires you. The knowledge that you express regarding Wayfair's employee caliber is a great touch.
Career Goals
7. Wayfair offers rapid growth and professional development. Which long-term path would you take with us if you could choose?
What You Need to Know
It's a good idea to visit the Wayfair careers site to understand the options you have when it comes to professional growth and career path. If there is a specific role you want to earn in the long-term, check out the Wayfair employees on LinkedIn. Perhaps you can find someone who has your dream job. Check out their profile and note the education, training, and other steps they decided on to get where they are today. Most important of all, show excitement and eagerness to grow with Wayfair. They offer a multitude of opportunities for their employees to develop.
Written by Rachelle Enns on January 31st, 2019
1st Answer Example
"I saw a Wayfair job posting for an Analytics Product Manager and thought that job was precisely what I would want to do for Wayfair down the road. I do not have experience managing technical analysts; however, if given the opportunity to start with some leadership training, I would gladly jump at the chance."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"If I could choose any long-term career path with Wayfair, I would choose to earn my way into an executive position on your human resources team. The amount of people you hire, train, and develop is inspiring. I know I would need to expand my education into a masters' degree or MBA, but I am ready to take steps to get there over time."
Written by Rachelle Enns on January 31st, 2019
User-Submitted Answer
"If I could choose any long-term career path with Wayfair, I'd prefer to earn my way into an executive position on the data science/analytics team. The amount of people you hire, train, and develop is inspiring. I'm eager to learn and build my machine learning and AI skills and see what kind of competitive edge I might provide against other leaders in the online retail space."
Written by an Anonymous User

Our Professional Interview Coach
Rachelle Enns Reviewed the Above Answer
You have a solid long-term plan with Wayfair, which is exactly what the interviewer wants to see.
Compatibility
8. How passionate are you about charity and giving back?
What You Need to Know
This is another question aimed at determining how much finding the right company culture and work environment played a role in your job search. Many companies recognize that a company's values play an important role in what companies they want to work with and even which ones they consider being a customer of.
In its recruiting efforts, Wayfair has emphasized its commitment to making a positive impact. "We have an unconfined belief that we should make a difference in the communities we work in and serve. From our paid volunteer days to our donation matching, the opportunity to contribute outside of the work environment is available to all of our employees." After reading their value proposition, share what impact this had on your decision to pursue this opportunity, and describe any volunteering or charitable giving you've done in the past or would like to do in the future.
Written by Kevin Downey on June 18th, 2023
Answer Example
"I try to give back whenever I can. I volunteered more when I was in college than I do now. I consider myself a top performer and good at time management. So, I accepted that to prioritize my time, I cannot volunteer like I used to. But when I read that Wayfair offers paid volunteer days, this was an incentive. As well as matched donations. Pretty awesome."
Written by Kevin Downey on June 18th, 2023
Compatibility
9. Have you ever purchased from Wayfair? If so, walk me through your experience. If not, how could we gain you as a customer?
What You Need to Know
The interviewer wants to know that you have the full picture when it comes to the Wayfair experience. If you have never purchased from Wayfair, ask around or research online, and look for common denominators in people's reviews of the company. Take note if most people comment on the over and above customer service or the vast range of product selection. Be ready to discuss how Wayfair can gain your business if you have not shopped there before. If you have bought at Wayfair in the past, describe for the interviewer your most positive experience. Discuss what stood out the most to you.
Written by Rachelle Enns on January 31st, 2019
1st Answer Example
"I made my first purchase from Wayfair just three months ago, when I ordered a new side table. It's a mirrored table and, unfortunately, delivered with a crack in the glass. I called Wayfair customer service and had a replacement at my door just two days later. The service went far beyond my expectations!"
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"The place that I rent is fully furnished so, at this time, I don't have a significant need for home goods. However, my mom is an avid Wayfair shopper! She and I spend time on Sunday afternoons looking through the site and adding to her Christmas wish list. I look forward to using Wayfair when I have a home of my own and need to furnish it!"
Written by Rachelle Enns on January 31st, 2019
User-Submitted Answer
"Yes, I've purchased over 10k worth of home goods from Wayfair, and the only incident I had was one in which I thought the dining room set that I had ordered possibly wouldn't get here in time for Christmas Break with my whole extended family. I had a great experience with customer service as they kept me up to speed on the delivery status, and it came on time for the holidays."
Written by an Anonymous User

Our Professional Interview Coach
Rachelle Enns Reviewed the Above Answer
Excellent! It's wonderful that you have so much experience with the Wayfair customer journey already - really giving you an edge in the interview.
Compatibility
10. Wayfair is one of the world's largest online destinations for the home. Why are you the best candidate for us?
What You Need to Know
Time for your elevator pitch! The competition will likely be tight for this role, so have a few stand-out reasons prepared for why Wayfair should hire you. Bragging about yourself in an interview can be tough to do, but this is your time to shine. Think about which characteristics and career accomplishments have made you a stand-out candidate. Perhaps you have received some academic awards or have been given individual accolades in your most recent position. There is nobody like you, and now you need to express that to the interviewer.
Written by Rachelle Enns on January 31st, 2019
1st Answer Example
"I am the best candidate for you because I show levels of dedication and follow-through that are uncommon in the workplace. As a manager, my team members are always very responsive to my upbeat and open approach. I have worked for two major furniture manufacturers, have the experience of traveling to China on buying opportunities. You will not be disappointed in my performance if you choose to hire me."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"I have a consistent history of exceeding my goals and obtaining very high-performance reviews. I have been promoted two times in the last year, which is nearly unheard of in my current company. In addition to these successes, I am bi-lingual in Spanish and English, making me able to teach, train, and assist people who do not have English as their first language."
Written by Rachelle Enns on January 31st, 2019
User-Submitted Answer
"I play chess in my spare time. I love strategic thinking and enjoy problem-solving. Scaling products, people, and processes are things I love doing, all while obsessing about doing right by the customer. I can balance short-term needs with longer-term, more strategic goals. I communicate that to my team so they can stay engaged and motivated. You will not be disappointed in my performance if you choose to hire me."
Written by an Anonymous User

Our Professional Interview Coach
Rachelle Enns Reviewed the Above Answer
It's great that you were able to add in a little bit about yourself (chess) while keeping your answer very relevant to the job. This answer is fantastic!
Competency
11. Name for me three of Wayfair's retail brands.
What You Need to Know
The interviewer is checking in to see how much research you have done on their company before your interview. Wayfair proudly displays some of their top brands on their corporate website and, if you have visited their retail site, you will see that you can search and filter by brand.
Keep your answer short and sweet by naming a few brands you know and perhaps discussing any brands you have purchased from Wayfair. If you have never made a purchase from Wayfair in the past, try to go through the online customer experience before your meeting.
Written by Rachelle Enns on January 31st, 2019
1st Answer Example
"I shop on the Wayfair website at least weekly! I love modern furniture, and the brands that I continue to visit on your site include Mercury Row, Zipcode Design, and Ebern Designs. There are many more brands that I love; however, these are the ones I tend to go back to time and time again."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"When visiting the Wayfair corporate website, I noticed that you advertise a few of your own retail brands, which include All Modern, Birch Lane, and Perigold. I am amazed at how successful Wayfair has been and how the company has so quickly grown. I look forward to joining an organization with such incredible brand awareness and an eye for beautiful design."
Written by Rachelle Enns on January 31st, 2019
User-Submitted Answer
"Ink & Ivy, Birch Lane, All Modern, my dining set is from One Allium Way. In 2017, I moved from a condo in South Boston to a house out in the suburbs and was looking to furnish my home. I discovered Wayfair and ended up buying everything from there.
I look forward to joining an organization with such incredible brand awareness and an eye for beautiful design."
Written by an Anonymous User

Our Professional Interview Coach
Rachelle Enns Reviewed the Above Answer
You obviously know the Wayfair site and brands very well. Perfect answer!
Creative Thinking
12. In the last year, what ideas of yours benefited your current or former employer?
What You Need to Know
Innovation, change, involvement, and team collaboration are all characteristics important to Wayfair as they make their hiring decisions. The interviewer would like to know if your creative side has benefitted your employer in any way. Talk to the interviewer about a recent time when you have helped your employer through your creative thinking. This type of involvement also shows that you are highly engaged when it comes to your work.
Written by Rachelle Enns on January 31st, 2019
1st Answer Example
"I'm a creator by nature and constantly thinking up new ways to benefit the organization and improve processes. Most recently, I saw a gap in the new hire training and created a practice to teach new team members the information they need to be equipped and successful on the job. We continue to build upon it with training materials and incorporation of top talent into the program as mentors."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"I genuinely appreciate working for a company that values my opinion when it comes to process streamlining and operations. This year, I made a couple of recommendations for planning and organizational apps that we have recently incorporated. Most notable was the use of Google Docs and Trello."
Written by Rachelle Enns on January 31st, 2019
User-Submitted Answer
"I'm an ideas person by nature and constantly think up new ways to benefit the organization and improve processes and key metrics. Most recently, I brought in a dedicated UI/UX designer to conduct 5-day product design sprints to help create product specs, reducing average completion time from 4.5 weeks down to 1, cutting overall software development delivery by a healthy margin."
Written by an Anonymous User

Our Professional Interview Coach
Rachelle Enns Reviewed the Above Answer
This example showcases your analytical thinking very well. You are telling the interviewer that you are creative, innovative, and keep company resources top of mind.
Critical Thinking
13. Give me an example of a time you approached something from outside of the box.
What You Need to Know
Wayfair describes their ideal candidates as "critical thinkers with open minds" who "work together to create our future." Not only are they looking for those who are pragmatic in their approach, but those who can creatively look at their work from every angle, who have high attention to detail, and who are open-minded to alternative approaches to problem-solving. Think of an example of when you worked on your own or contributed to a team effort, and offer a unique perspective that led to tangible results.
Written by Kevin Downey on June 17th, 2023
Answer Example
"Our team leader had done some minor preparation for a project with a tight deadline. But then they suddenly came down with COVID and had to isolate. We didn't have the materials we needed to move forward, but we had a general idea of the work that needed to be done. So, I came up with the approach of building out the framework, and as a team, we all worked on systematic templates for the work that needed to be done. We built out a structure that would essentially be a huge timesaver and keep us on our deadline. It ended up being such a success that we adopted this framework for several projects that late came up in the future."
Written by Kevin Downey on June 17th, 2023
User-Submitted Answer
"We made a jacket that got some negative reviews about not being warm enough for winter. So we had to either drop the selling price significantly or take it out of the stock because it was obvious that it wasn't going to sell anymore.
So I suggested reducing the price only slightly and changing the name to sell it as an in-between seasons jacket, instead of a winter jacket. This adaptation worked pretty well, it didn't turn the product into a fast best-seller, but we were able to sell it out within the current and next season, which wouldn't have been possible by keeping the original name."
Written by an Anonymous User

Our Professional Interview Coach
Jaymie Payne Reviewed the Above Answer
It sounds like you took customer feedback seriously and investigated the reported problem. Instead of just scrapping the product, you solutioned ways to remarket and continue selling them. This was a good example to use!
Customer Service
14. At Wayfair, we always think of the customer first. What are the top 3 ways that we can ensure consumer satisfaction?
What You Need to Know
When it comes to online shopping and fast delivery, Wayfair promises it all. The satisfaction of their customers is everything! These days, with reviews online and the power of social media, think of how you will ensure that customer satisfaction is a priority when working at Wayfair. Express your interest in the customer experience and your commitment to delivering exceptional service.
Written by Rachelle Enns on January 31st, 2019
1st Answer Example
"Customer satisfaction comes from offering amazing value. The product must be surprisingly high quality, be delivered quickly, and be what the customer expected upon arrival. The other way I ensure consumer satisfaction is through easy access to helpful answers. With Wayfair, I will ensure that every customer receives solid service when they call in. This level of service means providing answers to their questions that reach far beyond the typical chatbot that many of your competitors offer."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"There are many ways to ensure consumer satisfaction; however, I feel that the 3 top ways to ensure customer satisfaction are through top-notch service, excellent follow-up, and consistently providing a product that solves a specific and important everyday need. Wayfair checks all of these boxes, whether it be with your great customer service training or the multiple resources online for customers looking for tutorials on how to shop, decorate, or assemble."
Written by Rachelle Enns on January 31st, 2019
User-Submitted Answer
"As a Wayfair customer, I think the top 3 elements that ensure my satisfaction are: products arrive as described and intact; delivery experience: products arrive on time and delivered seamlessly; and customer service is crucial in case I need to report a problem. As a category manager, I think it's absolutely key for me to identify and source from reliable suppliers and make sure the descriptions of the products are complete and accurate. Also, I need to work closely with the logistics department to ensure that delivery would have no issue. Lastly, it's key to prepare the customer service team for special products that require extra handling."
Written by an Anonymous User

Our Professional Interview Coach
Rachelle Enns Reviewed the Above Answer
Your answer shows that you bring a 360-degree view of the work at hand and how your actions will impact the overall customer experience. It's clear that you have a dedicated interest in doing your part to put the customer first, ensuring total satisfaction.
Customer Service
15. Have you ever broken company rules to make a customer happy?
What You Need to Know
Breaking the rules, and bending them, CAN be different from each other. Often, organizations are okay with you bending the rules to keep a customer happy. You need to know your audience, though! From researching Wayfair, you know they like their policies and procedures, but they also value flexibility and thinking on your feet. Discuss how you feel about customer happiness and what you would do if you needed to break a rule to make a customer happy.
Written by Rachelle Enns on January 31st, 2019
1st Answer Example
"We do not strictly enforce policy in my current company. It isn't for lack of caring but the opposite. Our CEO knows that if we needed to bend a rule, it was for a good reason. With that said, I am comfortable following Wayfair policies because they are more than reasonable. I like that your company puts customer happiness first because that makes it easy always to do the right thing when faced with a customer conundrum."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"I have been known to bend a rule or two, with the permission of my superiors, of course. I believe it's important to cater to a client in every way possible, so long as it is not harmful to the company. Certain rules and deadlines do not necessarily work for some customers, as they do for others. I understand that Wayfair operates with a similar mentality. Is this correct?"
Written by Rachelle Enns on January 31st, 2019
User-Submitted Answer
"With permission from my uppers, I would happily bend a company rule to make a customer happy. When it comes to customer service, many rules are set in place to protect the company. However, if I am not harming the company I will always cater to a client. I understand Wayfair operates with a similar mentality. Is this correct?"
Written by an Anonymous User

Our Professional Interview Coach
Marcie Wilmot Reviewed the Above Answer
Nice! This is an agreeable and pleasant response. To strengthen it, however, include a detailed example of a time when you bent company rules to make a customer happy. Right now you're indicating that you'd be willing to do this. Giving an example will show that you're truly capable, which will be much more meaningful to the interviewer. Good job!
Customer Service
16. We seek to hire those with strong customer instincts. How do you 'think like a customer'?
What You Need to Know
To think like a customer shows that you can put yourself in their shoes, being helpful and empathetic to their needs. Discuss with the interviewer how you can 'think like a customer' and mention how this practice boosts your effectiveness at work.
Written by Rachelle Enns on January 31st, 2019
How to Prep
The questions your interviewer asks are posed for a reason. More often than not, they are company specific. How you answer will reveal how prepared you are for your interview. For example, this question is touched on in one of their careers pages, where they state, "Relentless Customer Focus: Delivering an exceptional customer experience drives everything we do. We invest in understanding our customers and partners. We are all in customer service." Explain how you would invest your time and efforts in understanding each unique customer according to their values. Share how you relate to them with empathy, and showcase that you are a loyal Wayfair customer.
Written by Kevin Downey on June 17th, 2023
1st Answer Example
"If I were to tap into the mind of a Wayfair customer, I would think about the biggest issue they need to overcome in their home. I would think about the most convenient way to solve that problem and any potential objections or issues that could come up along the way. Also, I have a good idea of what a Wayfair customer would need because I am one! I deeply understand the importance of getting into the minds of the customer."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"I have been well trained in customer service and sales. To think like a customer, you first need to ask yourself what the customer's top 3 problems are. Then, think about the products that could help them overcome that problem. Customers want to be heard and offered a viable solution from someone knowledgable and able to step into their shoes at the same time."
Written by Rachelle Enns on January 31st, 2019
User-Submitted Answer
"Teams building software today interact with users a lot. We should be running interviews with customers to identify wants and needs and collecting a rich set of qualitative and quantitative user feedback on the product. We should also conduct usability sessions to make sure what we're about to build is useful and usable.
Going one step further, I'd want to run empathy sessions, where we bring together a cross-functional team of product, engineers, customer support and take a specific part of the app and try to use it as a customer would. We'd give the group a few tasks to complete and a customer persona and scenario to embody throughout the session and incorporate feedback into the product."
Written by an Anonymous User

Our Professional Interview Coach
Rachelle Enns Reviewed the Above Answer
10/10! Your response is comprehensive, well laid out, and full of awesome suggestions. Well done.
Diligence
17. Wayfair is an enterprise obsessed with data. How do you use data to make smart decisions in your current role?
What You Need to Know
Companies so heavily based on tech and e-commerce rely on data for several reasons. Data can tell Wayfair the demographic of their top customers, their lowest spending customers, pique times for online shopping, and thousands of other factors when analyzed correctly. This data leads to company decisions on hiring, training, purchasing, marketing campaigns, and more. Discuss how you use data in your current job and how that data helps you make the best decisions. "Use Data to Find a Personalized Solution. We bring our tools and critical thinking together to efficiently find the best solution or products for our customers."
Written by Kevin Downey on June 17th, 2023
1st Answer Example
"In my current role, I use geo-data a lot. When I know the customers' location, I can figure out the most popular products in their region, allowing me to make great upselling suggestions during customer service calls. I appreciate being privy to data this specific as it enables me to be a better performer and a more helpful customer service agent."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"I tend to look through our customer demographics a lot, which helps a great deal when it comes to deciding which products to advertise and which ones on which to scale back. It's a big deal for a company to rely on data so readily, and I'm thrilled to hear that Wayfair is data-centric."
Written by Rachelle Enns on January 31st, 2019
User-Submitted Answer
"When I first arrived at my last role, engineering management was flying blind. We didn't have the data or systems in place to know where developer time was going. I put systems in place to collect and make every aspect of engineering management more transparent. We found that over 80% of our development time was spent on interruptions to regularly scheduled project work. I've spent much of my career reversing that trend, ultimately achieving a 20% support to project work ratio. Asking what the data says before acting is a disruptive option in some company cultures, and Wayfair's emphasis on data-driven decision-making is one I share."
Written by an Anonymous User

Our Professional Interview Coach
Rachelle Enns Reviewed the Above Answer
By sharing the results of your project innovations, you are proving to the interviewer that you are the right person for the job. Very well done!
Discovery
18. Do you have a passion for the home-space or e-commerce?
What You Need to Know
The interviewer wants to know why you are choosing to apply to Wayfair rather than another e-commerce or retail giant in a different industry. This response is where you need to show the interviewer that you have a genuine interest in their product and mission as a whole.
Perhaps you follow many home decor accounts on Instagram, or you have boards of DIY projects saved on Pinterest. You can keep your response concise, expressing your interest in an area related to the product you would promote if you worked at Wayfair.
Written by Rachelle Enns on January 31st, 2019
1st Answer Example
"I love to decorate my home, especially seasonally. Wayfair has been my favorite place to shop for patio accessories, lights, and outdoor tableware. I love to entertain, and I could buy the whole website some days."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"I have worked in the e-commerce space for many years. I have seen the possibilities grow to the point where people can now easily purchase a huge couch online. It's exciting to see the changes in retail and e-commerce and how options like Wayfair have changed an entire industry and the way people think about shopping for home goods."
Written by Rachelle Enns on January 31st, 2019
User-Submitted Answer
"I have a passion for the technology and people scale required to run a business with over 10m products and over 10k suppliers. I have a passion for creating next-generation warehousing technology and order fulfillment strategies. It's exciting to see the changes in retail and e-commerce, how options like Wayfair have changed an entire industry, and how people think about shopping for home goods."
Written by an Anonymous User

Our Professional Interview Coach
Rachelle Enns Reviewed the Above Answer
Perfection! Your interest in technology and fulfillment strategies really shines.
Discovery
19. What is one must-have item for your home that you haven't found or been able to justify or afford?
What You Need to Know
Wayfair advertises to their customers that they'll be able to "Find That Must-Have Item. We know that customers have questions. Whether it's about the color of fabric, the size of the furniture, or style recommendations, we partner with our customers to find the perfect pieces for their homes." So this fun interview question not only aims to determine how familiar you are with their store, how aligned you are with their focus on the importance of home, and whether they carry something similar to your must-have item.
Written by Kevin Downey on June 18th, 2023
Experienced Example
"It's funny that you should ask. There was this Belly Seagrass Basket set that I've had my eye on for a while now. It was well over a hundred dollars, and I am normally super conservative with how I spend my money. But just recently, it went on sale for under thirty dollars, so I ordered it and can't wait for it to arrive. I have a picture of the product on my phone if you aren't familiar with it."
Written by Kevin Downey on June 18th, 2023
Discovery
20. Outside of work, what type of creative activities do you pursue?
What You Need to Know
Wayfair seeks creative people for their teams, no matter the department or role you are applying to. The interviewer would like to know how you express your creativity outside of the workplace. A genuinely creative-minded person will have outside activities aside from what's happening in the workplace. Tell the interviewer about the variety of ways in which you express your creativity.
Written by Rachelle Enns on January 31st, 2019
1st Answer Example
"I have a lot of energy, so I like to bring out my creative side on the weekends by attending local art events, going to the theater, or trying a new paint and sip class. I look forward to bringing this creative energy to Wayfair."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"As an avid reader, I also explore writing. Cooking is also art for me, and I try to incorporate creativity into the fun meals I prepare for family and friends. In fact, a lot of my kitchen goods are from Wayfair! I am addicted to your kitchen section."
Written by Rachelle Enns on January 31st, 2019
User-Submitted Answer
"I love spending time with kids and brainstorming with them. We're of like minds; we love to optimize everything and ideate on everything, so most weekends we try out something fun like hiking, exploring our local library, or just drawing random stuff on the whiteboard. The other day we put out a lemonade stand for people driving by while also trying to sell the crochet that the moms took over 40 hours to make for $2."
Written by an Anonymous User

Our Professional Interview Coach
Rachelle Enns Reviewed the Above Answer
It sounds like you have a well-rounded life, which the interviewer will be happy to hear. Candidates need to live a full life in and outside of work!
Diversity
21. What are your views on the importance of fostering a diverse, equitable, and inclusive work environment?
What You Need to Know
This is a common interview question aimed at determining your cultural competence, your sense of teamwork, and how well you build relationships with those who come from different backgrounds than your own. How you answer will help your interviewer assess how open you are to learning from others and adapting alternate approaches to problem-solving while collaborating toward innovation.
Written by Kevin Downey on June 18th, 2023
How to Prep
Here is a statement from Wayfair's website on their philosophy on diversity, equity, inclusion, and building long-lasting relationships: "What if every room looked the same? What if we could only decorate with one color? There is no vision without variety. And there is no success without the celebration of our individual strengths. We are not just one thing to one person. Wayfair is a company fit for all. We do our best to tailor everyone's experience with us, to help each unique individual feel at home, at work. Everyone should feel seen, heard, and considered when they work with us. We welcome new ideas, different perspectives, and we love when people express their personal styles. We are eclectic - designed for all. We know that no two customers are the same. We build customer loyalty by delivering personalized solutions."
Written by Kevin Downey on June 18th, 2023
Experienced Example
"Honestly, working in a culture devoid of diversity, equity, and inclusion would be counter-intuitive to my career goals. I am very ambitious and driven and count on learning and growing from as many diverse perspectives as possible. I rely heavily on my teams to help me learn and grow. If I only worked with those who thought like me and did things the way I do, I wouldn't get anywhere. Besides, I want to have fun at work, and working somewhere devoid of diversity and culture doesn't sound like much fun."
Written by Kevin Downey on June 18th, 2023
EQ
22. What is your first response to when you do something wrong at work?
What You Need to Know
Wayfair encourages learning lessons, being a go-getter, and facing problems with a solution-focused mindset. How you react to an error made will tell the interviewer a great deal about you and your honesty level. Perhaps the mistake could land you in a lot of trouble. Think - would you try to hide the incident, or would you tell a supervisor right away and have the situation rectified?
Written by Rachelle Enns on January 31st, 2019
How to Prep
Wayfair identifies having the emotional intelligence to take ownership of your mistakes as a key part of its culture. "Be an Owner: We are Wayfair first. We act on what's best for the company, ahead of team or individual goals. We spend every dollar as if it is our own. We take pride in Wayfair's success while planning the next win. We always think long-term."
Considering this culture statement, consider how you weigh the big picture of the business when you make mistakes. Is it in the best interest of the company to spend the time and payroll hours fixing the mistake yourself, or admitting to it, taking ownership of it, sharing what you've learned and why the mistake won't happen again, and offering to make it right?
Written by Kevin Downey on June 18th, 2023
1st Answer Example
"My first reaction when I do something wrong at work is to own it. How can anything be repaired if nobody even has a chance to fix it on time? That would be my line of thinking if a mistake were to occur."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"I was raised to be upfront about my mistakes, and for that reason, I would tell my manager or supervisor and ask for help to fix the problem."
Written by Rachelle Enns on January 31st, 2019
User-Submitted Answer
"My first reaction would be to own it, let the relevant people know, and give them a time estimate on when feature X will be fixed. After the fire dies down, I'll circle back and do a mini-retrospective of sorts and figure out what series of events led to that mistake being made and see if there is anything I can do to prevent that from happening again in the future."
Written by an Anonymous User

Our Professional Interview Coach
Rachelle Enns Reviewed the Above Answer
Excellent response! The fact that you would apply this as a learning experience is exactly what the interviewer wants to hear.
EQ
23. How do you react when you are dissatisfied with the quality of or the outcome of your work?
What You Need to Know
The interviewer would like to know how you respond to failure in the workplace. There will always be a time when you are not happy with your work environment, but your reaction will determine whether or not you recover from the disappointment. Show that you have the maturity to be able to respond to dissatisfaction productively.
Written by Rachelle Enns on January 31st, 2019
How to Prep
How you answer this question will reveal to your interviewer how prepared and familiar you are with their work culture and how aligned your work standard is with their expectations. "Deliver Results With Agility: We prioritize work that drives long-term value. We execute with urgency, learn from failure, and nimbly pivot. The outcomes of our efforts are impactful, measurable results." Showcase how you manage your time well, and produce quality work that exceeds your expectations. Showcase how you constantly compete with your own personal best.
Written by Kevin Downey on June 17th, 2023
1st Answer Example
"The last time I was dissatisfied with my work, I asked my boss if there was time for me to re-do the components with which I was not happy. The deadline was tight, but I did not believe that should affect the quality of what I delivered. She agreed and gave me the time to revisit the aspects that I felt were not up to my usual standard."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"I like to make a great first impression, so I will rarely be disappointed in the work that I deliver. If I do not deliver to my standard or encounter an unforeseen issue that railroads me, I am quick to assess what I could have done differently and recover from there."
Written by Rachelle Enns on January 31st, 2019
User-Submitted Answer
"I'm honest about it. I figure out where I went wrong, let the people I've impacted know, and work hard to either scrap and redo what I've done or iterate on what's already out there. I have a management philosophy rooted in trust, which allows me to bring my whole self to work and, in turn, do the best work of my life while building strong relationships."
Written by an Anonymous User

Our Professional Interview Coach
Rachelle Enns Reviewed the Above Answer
Well said! It's great that you added in your management philosophy and that you own up to your work when things go awry.
EQ
24. Tell me about the last time you took ownership of something at work.
What You Need to Know
Taking ownership is a large part of Wayfair's workplace culture. Their ideal candidates will be aligned with this, readily taking ownership of their development, commitments, responsibilities, and role on the team. "We believe in giving our employees unscripted career paths with opportunities for ownership and autonomy throughout. No matter where you start, creativity and humility will help propel your career to places beyond what you thought was previously possible." Share how you stay true to your word, conduct yourself with integrity, and focus on growing and advancing both your team and your career.
Written by Kevin Downey on June 18th, 2023
Answer Example
"I was anxious to cross another milestone off my list of career goals and threw my name in the hat to lead a project, which would have been a learning opportunity for me. I did so, not thinking my name would come up so soon, as I was already working on another project inside my comfort zone. I explained to my manager that I wanted to learn and work on this new project and was wondering if someone could take the other project off my hands. My manager explained she couldn't afford to spare another supervisor to train someone else on the project I was already working on. I then realized she was right. So I offered to advance another of my career goals by effectively delegating and training another team member on the former project while I took on the new one. She agreed and gave me some pointers on delegating, which I took to heart. So I selected someone and kept myself open for questions while performing regular check-ins and delivered on the new project within my deadline."
Written by Kevin Downey on June 18th, 2023
Experience
25. Have you ever negotiated favorable terms with suppliers or vendors?
What You Need to Know
Wayfair offers incredible pricing for their customers, but they have to start by negotiating great value from their suppliers and vendors. All 10,000 of them, to be exact! Talk to the interviewer about any experience you have in negotiations. Be sure to mention any training you may have when it comes to sales or deal-making.
Written by Rachelle Enns on January 31st, 2019
1st Answer Example
"Although I have not yet worked at the level where I would be negotiating terms, I have received sales and customer service training, which I believe would help me when it comes to conversations surrounding price and delivery terms. I am comfortable being in a supplier-facing position and look forward to further training in negotiating best terms."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"When I worked in the warehouse office for my former company, I spent a great deal of time on the phone, tracking shipments and refunds, as well as negotiating better rates during pique seasons. I had a script to work from, which helped a lot at first. Over time, I became more comfortable with conversations that involved negotiating."
Written by Rachelle Enns on January 31st, 2019
Job Satisfaction
26. Which of the Wayfair's employee perks interest you most?
What You Need to Know
Wayfair wants to keep their employees happy and, they accomplish just that! In fact, 85% of employees polled by 'Great Place to Work' said that Wayfair is a great place to work! The perks include professional development, excellent health benefits, flexible days off, fun events, and free snacks! Take a minute to talk to the interviewer about which Wayfair employee perks interest you the most.
Written by Rachelle Enns on January 31st, 2019
1st Answer Example
"When I saw that Wayfair was voted #12 and #13 Best Place to Work in Retail over two consecutive years, it caught my eye. I know your offices are a fun, collaborative, and open-air environment that fosters creativity. There are many things I look forward to; however, growing with a company that appreciates its employees is the greatest perk of all."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"I hear there are free snacks! I'm kidding, of course. There are many benefits to working for Wayfair, as I've discovered through my research on your organization. Best of all is the professional development opportunities you offer. I would love to work for such a huge corporation that still takes the time to invest in the growth of their people."
Written by Rachelle Enns on January 31st, 2019
Performance Based
27. What does hard work mean to you?
What You Need to Know
Rather than stating that you are a hard worker, as anyone could do, the interviewer is looking for you to give an example of a time when you have shown your ability to work hard and pull through for your employer. Describe when you worked hard in your current role to go over and above the minimal expectations. Remember, Wayfair is looking for employees who will immerse themselves into the culture and mission of their organization.
Written by Rachelle Enns on January 31st, 2019
1st Answer Example
"We changed our product catalog recently, so I had to re-memorize a lot of products, codes, and pricing. That following week was a considerable home goods tradeshow, so I needed to have my product knowledge up to snuff. I made flashcards and tested myself every chance that I got. I was proud of my ability to retain all of that data in such a short amount of time."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"I have to be extra thorough when taking on new vendor accounts, ensuring that my work is detailed and accurate. Often this will mean spending additional time on calls with their legal team to highlight contract changes or areas that need addressing. I am okay with being extra thorough when needed, as it makes my job easier in the end."
Written by Rachelle Enns on January 31st, 2019
User-Submitted Answer
"I have to be extra thorough when taking on new vendors as my company is in the process of getting certified to process card payments"”ensuring that vendors have proven experience to deliver during the vetting process is critical. This means spending additional time on calls with their old clients to understand their express with said vendors. Speaking to subject matter experts for some knowledge learning sessions to close up on knowledge gaps. These additional steps ensure I am making the best decision for the company."
Written by an Anonymous User

Our Professional Interview Coach
Marcie Wilmot Reviewed the Above Answer
This is an excellent answer and example of how you work hard for your current company. Just remember to spell out how your example ties into the question. For example, start by saying something like: "I have always been a hard worker with an impeccable work ethic. Within my current company, I exhibit this by..." and then launch into the example you have provided. Nice job!
Performance Based
28. How did you prepare for this interview?
What You Need to Know
The interviewer is putting you on the spot just slightly! They want to hear the steps that you took to prepare for your interview today. The wrong answer is that you are winging it. Even if you did not have a lot of time to prep for the meeting or a last-minute booking, chances are you still took the time to research Wayfair online or read through the job description. Wayfair even offers interview success tips on their careers website, which you may find helpful during your interview prep time.
Written by Rachelle Enns on January 31st, 2019
1st Answer Example
"Wayfair is an organization that I have had my eye on for some time now. I am well aware of your company history and took some time this week to get to know your product lines, as well as your online interview tips. I feel well prepared for our meeting today."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"I am aware that you launched collaborations with a few new brands this year, so I have taken significant time to learn about them. I have watched YouTube videos and tutorials on your sales process and have familiarized myself with your latest advertising campaign in the USA and Canada."
Written by Rachelle Enns on January 31st, 2019
User-Submitted Answer
"I looked at Wayfair's engineering blog and got to know some of the technologies utilized across the 800+ team members. I also looked at other engineering cultures like Hubspot and Spotify that I respect and admire to see if engineering principles and best practices I've been championing still apply. Focus on the customer, think big, provide your team with a vision, and give them some autonomy and make sure your team has the support necessary to deliver great results are all principles I stand by."
Written by an Anonymous User

Our Professional Interview Coach
Rachelle Enns Reviewed the Above Answer
Wow - you did some amazing research! This answer is on point. Well done.
Performance Based
29. At Wayfair, we encourage you to help us set new standards. What would you change about our company right now if you could?
What You Need to Know
Alarm bells are ringing! This question is a scary one to be asked because you don't want to be an abrasive know-it-all, showing the interviewer how you would run the company if it were yours. Also, you don't want to appear as a passive candidate with zero opinion or creativity. Your best bet is to speak from your first-hand experience. For instance, maybe you have a suggestion for the customer or even the candidate's journey. Perhaps you see an opportunity for more social media engagement. Whichever advice you bring up, keep it light and end your statement with a compliment.
Written by Rachelle Enns on January 31st, 2019
How to Prep
Wayfair expects their employees to "Innovate & Improve." Showcase how you use data to your advantage. Detail how you would take every opportunity to learn why they do things the way they do behind the scenes at Wayfair. Then describe how you'd take advantage of your outside-of-the-box creative view to innovate and improve anywhere you can. "We are not limited by precedent. We boldly challenge the norm. We continually identify opportunities to innovate, improve, and simplify. We value incremental improvements, but we also look for game-changing breakthroughs."
Written by Kevin Downey on June 17th, 2023
1st Answer Example
"I would love to see Wayfair have more stories on Instagram and Snapchat on decor ideas, new products, and fun ways to decorate small spaces. With so many options for social media engagement, I look forward to pitching some of my ideas. The clean color scheme on your Instagram grid is inspiring and fun to scroll through."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"Now that I have gone through the candidate experience, I can genuinely say that it's one of the smoothest I have experienced. With that said, if I could change anything, I would make your candidate portal a bit easier to work through on mobile. Other than that, your team has been super responsive, friendly, and welcoming!"
Written by Rachelle Enns on January 31st, 2019
User-Submitted Answer
"I think it'd be cool to have someone upload blueprints of the house, maybe measurements per room, and allow us to drag-and-drop already purchased furniture from Wayfair to various spots in the house and then give personalized interior designer suggestions on what can go where (or what I may add) to transform the home into a new style in a budget-friendly way."
Written by an Anonymous User

Our Professional Interview Coach
Rachelle Enns Reviewed the Above Answer
This is a great suggestion, especially with design apps being so hot right now. Your answer is thoughtful and one that the interviewer should certainly appreciate.
Problem Solving
30. Tell me about the most challenging aspect of your previous job. How did you overcome it?
What You Need to Know
Sometimes the most significant workplace challenge is a difficult task that puts you outside of your comfort zone. It could require skills you haven't mastered yet or qualities where you are not the strongest. Explain to the interviewer why it was difficult, but spend more time highlighting the actions you took to overcome the challenge.
Written by Rachelle Enns on January 31st, 2019
1st Answer Example
"In my current role, we have global offices that span four time zones. It is an incredible challenge to continually calculate the difference in my mind when I call or email updates for projects, for instance. I now have each location's time added to my desktop, smartphone, and four individual clocks on my wall. These small and inexpensive changes made all the difference."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"The most challenging aspect of my previous job was the constant need to pivot when it came to trends in the industry. We would gain footing, and then the next greatest product would arrive. It made it difficult to feel loyalty to any of it. I started to express loyalty to the company's ability to discern great products instead of narrowing in on the products themselves. This shift in thought helped with my and my teams' performance when it came to sales."
Written by Rachelle Enns on January 31st, 2019
User-Submitted Answer
"The most challenging aspect of my last role was that we were mostly a managed services organization that had multiple layers of folks separating engineering from our customers. Sometimes weeks went by before engineering was even made aware of a problem. I started meeting weekly with the customer support and client services teams, helping surface the most egregious issues, setting aside development time to ensure we were doing right by the customer, and keeping our feedback loops short."
Written by an Anonymous User

Our Professional Interview Coach
Rachelle Enns Reviewed the Above Answer
This sounds like an incredibly tough challenge that you could help solve by using exceptional communication skills. Great answer!
Problem Solving
31. What steps do you take to solve a problem?
What You Need to Know
Wayfair leaders are enormous fans of proactive problem-solving! The interviewer would like to know that you understand the importance of taking calculated steps when problem-solving in the workplace.
Most candidates want to sound like go-getters, and their first instinct would be to say that they jump right in. Jumping right in can cause costly mistakes and oversights. Assure the interviewer that you will workshop the issue before diving in!
Here are some steps to take:
1. Identify The Problem. Proper problem-solving involves ensuring that you are very clear on the nature of the problem. Be sure that you fully understand the core of the problem before trying to repair it.
2. Identify The Stakeholders. Ask yourself what the best case resolution will be for all stakeholders, not just for yourself. Ask yourself what is best for the company, your coworkers, and your clients.
3. List Your Options. The third step is to figure out your options when it comes to your course of action. Write them down if you need to.
4. Evaluate Your Options. Take a look at your list of potential actions and see if you can solve the problem using just one or a blend of them.
5. Execute! Finally, execute your well-researched action plan. Be sure to set up a follow-up time to ensure that your solution worked.
Written by Rachelle Enns on January 31st, 2019
1st Answer Example
"When I need to solve a problem, I first stop to ensure that I understand the issue at hand. Once I do, I will think of potential fixes and the pros and cons of each. Whichever solution or a blend of solutions is best for the customer, I will choose that option."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"Problem-solving in an e-commerce environment is challenging in the sense that the issue is often something that needs to be fixed immediately, like a faulty product or an upset customer. When faced with a problem, I ask questions first to ensure that I fully understand the core of the issue. Once I fully understand the core of the problem, I can more easily troubleshoot from there."
Written by Rachelle Enns on January 31st, 2019
User-Submitted Answer
"First, understand the problem, and see if you can work your way back to identifying a root cause. The second step would be to brainstorm and come up with a list of possible solutions. Then converge on the single-most effective, affordable solution with the least side effects. After implementation, keep an eye on results and iterate if you have to."
Written by an Anonymous User

Our Professional Interview Coach
Rachelle Enns Reviewed the Above Answer
Your answer is clear and easy to follow. You have expressed yourself very well here.
Problem Solving
32. Wayfair empowers employees to take smart risks. Tell me about a time you took a calculated risk at work.
What You Need to Know
There is a big difference between risky decisions and calculated risks. Being able to take smart risks and inspire calculated risks in others is a valuable skill. Smart risks could include giving a customer an extra discount, using a non-traditional method for attracting new employees or pitching an off-beat marketing strategy. Discuss a time when you have made a calculated risk at work. Be sure to use an example where the outcome was positive.
Written by Rachelle Enns on January 31st, 2019
How to Prep
Wayfair emphasizes that their employees "Use Good Judgement. We are bold and confident, never reckless. We make reasoned, calculated decisions based on data, critical thinking, and pattern recognition." Consider this when aligning yourself with their work culture and proposing yourself as a good fit for their brand.
Written by Kevin Downey on June 17th, 2023
1st Answer Example
"In my current role, I found that we had a significant drop in online applicants. I decided to go to them rather than wait for the candidates to come to me. I started a spearheading initiative on Instagram, and it was a huge success! So far, we have added six new staff members to our team, and now we are looking at building an influencer marketing strategy."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"I took a calculated risk at work just last week when I asked to pitch a marketing strategy that came to my mind. This was an unusual ask in customer service but something I felt passionate about and wanted to pitch. My boss loved the initiative, and although I don't believe my idea will be a go, I am happy to have had the opportunity to show my employer that I care enough about the company to put in that extra effort."
Written by Rachelle Enns on January 31st, 2019
User-Submitted Answer
"I took a calculated risk at ____ when we were preparing to launch our app in Mexico. All required application documents were submitted to the regulatory authority, but they turned our application down. This was a devastating blow as the driver service centers were already set up, and advertisements were running. Without approval, our team would burn hundreds of thousands of dollars daily and risk low user retention. I quickly gathered our government affairs, finance, and IT teams to brainstorm. The government affairs team analyzed news articles about how our competitor had security issues and operated without the proper license. I empathized with the transportation authority to understand their motivation and concluded that the most likely bottleneck was concern about driver and passenger safety. My team worked closely with the technology team to install a safety feature that would enable passengers to seamlessly alert the police if they felt endangered. We resubmitted our application and offered to share aggregated traffic statistics to help solve congestion problems. After confirming the safety feature worked and detecting our cooperativeness, the authority granted us the permit. We subsequently successfully launched operations in three more Mexican cities."
Written by an Anonymous User

Our Professional Interview Coach
Rachelle Enns Reviewed the Above Answer
This story is highly engaging, and it puts a significant spotlight on a few of your qualities, such as taking a calculated risk, working hard to dig for solutions, and setting out to solve problems even if they seem insurmountable. Outstanding work!
Scenario Based
33. Tell me about the last time you worked through a restructure or similar company changes.
What You Need to Know
It is not uncommon for a company to re-evaluate its goals periodically and adapt to changing consumer climates or recent technological developments to compete for relevancy in an ever-changing global market. Despite how effective a company is in its messaging, such events frequently result in exposing character-revealing behaviors among its workforce. For example, during times of transition, restructuring, or upheaval, a percentage of the workforce will band together and support the company's vision. Then there will also be a percentage who resent such change and experience a sense of job insecurity, gravitating towards dissent. So with this question, your interviewer is curious how well you would embrace Wayfair's values under such circumstances. As they advertise on their site, they expect their employees to "adapt and grow. We value adaptability and self-reflection. We find opportunity in every change, experience, and mistake. We are committed to continuous self-improvement."
Written by Kevin Downey on June 18th, 2023
Experienced Example
"About a year ago, our company looked at certain revealing inputs among our employee surveys about how the structure of the chain of command created too much competition among the supervisory staff. They also considered how many of those supervisors, who were tenured but not management material, were experiencing burnout syndrome since they worked twice as hard yet did not advance with their peers. So, to avoid the fallout of many of those supervisors leaving the company, which would strain the rest of the staff in a leadership void, the company changed the structure. They offered those tenured supervisors more stability in their schedules, less likelihood of being transferred from location to location, and the option of working part-time or full-time without losing their pay grade or title. The company hoped doing so would offer greater job satisfaction and play to their strengths. However, there was a failure in the messaging, which was unclear, and there was a lot left to be interpreted. So many of those supervisors whose titles were changed and were offered these new perks, unsurprisingly, saw this as a demotion. Many of them believed they had the potential to run their own store. So they saw this restructuring as a punishment rather than a reward. I did my part to support the company and spread the accurate portrayal of this restructuring and its aim. But my impact wasn't enough, and as a result, many of those supervisors whose titles were changed left the company, feeling their jobs were at risk or that they were robbed of advancement opportunities. This, ironically, resulted in a leadership void, which put a strain on the rest of our teams."
Written by Kevin Downey on June 18th, 2023
Situational
34. If you did not understand a process, what would you do?
What You Need to Know
Wayfair is a multi-national home goods company with over 10,000 suppliers and 10 million products to sell, ship, market, quality test, and more. Because of this volume, Wayfair will have a multitude of essential processes that you will need to follow.
Discuss with the interviewer the steps that you take when you do not understand a process. The hiring authority is trying to figure out if you are the type to jump and guess or if you are more likely to ask for help or retrain yourself to ensure that you get it right.
Written by Rachelle Enns on January 31st, 2019
1st Answer Example
"If I did not understand a process, I would first look at my manuals or any training portal provided to me by Wayfair. If I could not find the answer for myself, I would ask a manager or other experienced coworker for some direction. I am not the type to jump in and make a mistake while figuring out a process. I am much more systematic than that."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"If I do not understand a process, I begin with what I do know and work backward from there. I am a solid problem solver and active listener. Chances are, if I have received training in a particular process, I will easily recall the most important information once I have a moment to reflect."
Written by Rachelle Enns on January 31st, 2019
Stress
35. Due to the Wayfair customer promise, we face aggressive deadlines daily. How well do you cope under pressure?
What You Need to Know
Wayfair offers over 10 million products and pulls in revenue of over $4 billion per year. The interviewer would like to know if you can appropriately handle the stress related to this volume. Discuss how you can thrive, even during the most stressful times. You can keep your answer brief but, if you can, provide an example of a time when you implemented a stress-management technique in your current role.
Written by Rachelle Enns on January 31st, 2019
1st Answer Example
"I am quite resilient to stress and believe this is because of my eight-plus years of experience in a management role in a fast-paced environment. I enjoy a busy workday and am not afraid of a little bit of hard work! When I have a team that I can rely on, it's a significant release of pressure as well."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"I have experienced high-stress levels many times in an e-commerce and retail environment. These times of stress might be when I have an overly aggressive and angry client to deal with or during peak times like Black Friday or holiday sales. To keep myself grounded, I ensure that I come to work well-rested. Also, I bring a book to read during my lunch breaks. It's an escape for me, to read a book, versus spending spare time on social media."
Written by Rachelle Enns on January 31st, 2019
User-Submitted Answer
"Usually, I feel the most pressure when there is seemingly a significant problem at hand. During those times, I typically take a step back and create a plan or framework on how I will get through the situation, breaking it up into smaller, more achievable tasks. It calms me to know that the big thing will be solved once I get through these steps."
Written by an Anonymous User

Our Professional Interview Coach
Rachelle Enns Reviewed the Above Answer
Your approach to pressure and deadlines seems organized and under control. Good work!
Technical
36. Have you ever worked with a CRM or client management software?
What You Need to Know
This question is a simple one to answer if you have a good memory! Before your interview, you should jot down the names of all software and programs that you have used in your current and previous roles. Be prepared to discuss the systems with which you have the most experience. Once you have this list, you can also add these details to your resume.
Some of the most popular CRMs include:
- Zoho
- Oracle
- HubSpot
- Salesforce
- NetSuite
- Microsoft Dynamics
Written by Rachelle Enns on January 31st, 2019
1st Answer Example
"I have worked with a couple of different CRM programs in my career. Primarily, Salesforce and Oracle. The companies I have worked for have all been enterprise-level organizations, just like Wayfair, requiring higher levels of CRM support and options. Could you share with me which programs you use here?"
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"We use a variety of systems in my current role, both in customer and inventory management. I am best versed in Oracle and HubSpot. For team communication, I use Slack and Trello quite often."
Written by Rachelle Enns on January 31st, 2019
User-Submitted Answer
"Yes, I'm deeply familiar with Salesforce and ended up building an integration between our web portal and Salesforce so customers could see in-app, which members of our client services team were tasked with servicing their accounts."
Written by an Anonymous User

Our Professional Interview Coach
Rachelle Enns Reviewed the Above Answer
It's awesome how you added in the integration work you performed rather than just saying you were experienced with Salesforce. Great work!
Technical
37. Wayfair commits to providing industry-leading technology. Do you consider yourself tech-savvy? Why or why not?
What You Need to Know
When it comes to the job posting, Wayfair may or may not mention the tech they use. If you are unsure which programs you will be using in this role, it's okay to ask the interviewer to elaborate. However, the primary question here is if you consider yourself to be tech-savvy. To help the interviewer better understand your skill level, you could rank yourself as beginner, intermediate, advanced, or expert. Alternatively, you can rate yourself from 1-10. Be sure to mention the programs in which you are most experienced.
Written by Rachelle Enns on January 31st, 2019
1st Answer Example
"I love all things tech, especially productivity tools! I consider myself an expert when it comes to picking up new tech very quickly. The programs in which I am best versed include the entire Microsoft suite, Wrike, Zoho CRM, and SAP. Could you share with me which tools I would be using most in this role?"
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"I have learned a few programs over the years and feel that I catch on in the normal amount of time, if not sooner. I used a lot of team-based messaging tools in my current role, as well as Salesforce and Oracle. I feel confident in my ability to learn the Wayfair systems and tools."
Written by Rachelle Enns on January 31st, 2019
Tough
38. Do you have anything else to share that we didn't cover in this interview?
What You Need to Know
This interview question offers one last opportunity to make a great first impression - something of an exit pitch or a grand finale. How you answer this question is the note they will remember you for. So, avoid being redundant. Rather than rattling off the skills or experience you've already covered, formulate one final statement that aligns you with their values, culture, and identity. Cover new ground. Remember, you are competing to be an ambassador of their brand, so consider how you would answer this question to not only your interviewer but also their customers.
Written by Kevin Downey on June 18th, 2023
Experienced Example
"I identify with your statement of giving people the power to create spaces that are just right for them. Not only am I looking for a company to partner with to help actualize the career I envision. I want to work for a company where I will feel at home doing so. Wayfair's values reflect who I am, offering opportunities that reflect what I need to further my career and where I truly feel I can create a safe space where I will feel right at home. Thank you for allowing me to share that and to share what I hope to offer."
Written by Kevin Downey on June 18th, 2023
Tough
39. What do you know about the executive team at Wayfair?
What You Need to Know
Wayfair is highly transparent regarding its executive team and who is behind its dynamic and profitable company. You can easily find the question to this answer on their website. Discuss what you know by pointing out a couple of interesting facts about their executive team, being sure to explain why this makes you excited to work for them.
Written by Rachelle Enns on January 31st, 2019
1st Answer Example
"I know that Niraj Shah and Steve Conine founded Wayfair in 2002. The business has grown to over 10,000 employees, and the executive team now consists of 20 team members. It appears that all of your executive team members come from competitive backgrounds, which I am sure is what gives Wayfair the edge it has in the home goods marketplace."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"I combed through the 'Meet The Team' page on the Wayfair website the other day and was thrilled to see how diverse your executive team was. I read that Wayfair was founded by Niraj Shah and Steve Conine back in 2002, and the team has grown exponentially since then."
Written by Rachelle Enns on January 31st, 2019
User-Submitted Answer
"I know that Niraj Shah and Steve Conine co-founded Wayfair in 2002 as CSN stores in Boston. Niraj is the CEO and leads the architecting and software systems that give Wayfair a technological edge. After Wayfair went public, Niraj and Steve still own a substantial state in Wayfair. The executive team consists of 21 members, according to the website. The team members include Jon Blotner, the vice president who leads the Wayfair private label brands, visual media. Michael Fleisher is the CFO, and Jim Miller is the CTO. As the category manager, I expect to collaborate with the executive team closely. Still, I especially look forward to working with Alan Lyall and Fiona Tan since they oversee the supply chain operations. All executive members have extensive working experience at highly respected multinational companies. I am looking forward to working with and learning from them."
Written by an Anonymous User

Our Professional Interview Coach
Rachelle Enns Reviewed the Above Answer
Good overview! You have done your research on the history of Wayfair. The most impactful part of your response is describing who you look forward to working alongside and why. This shows off your collaborative nature and your desire to learn from experts in their field.
Tough
40. What is the Wayfair company tagline?
What You Need to Know
The pressure is on! The interviewer may know you are a good fit for the role, but they also want to know how invested you are. This query is an excellent way for the interviewer to gauge your level of knowledge and interest in Wayfair as a whole. Before your interview, be sure to comb through the Wayfair website to find all the information you need. Chances are, the answer is right in front of you since Wayfair does an excellent job with transparency and providing important company information.
Written by Rachelle Enns on January 31st, 2019
1st Answer Example
"The Wayfair tagline is all-encompassing, and I love it. 'A zillion things home!' Well, that pretty much sums up exactly what Wayfair is all about. With over 10 million products, there genuinely is anything and everything to serve any shoppers' needs."
Written by Rachelle Enns on January 31st, 2019
2nd Answer Example
"The Wayfair company tagline is 'a zillion things home.' This tagline is simple but says it all. I appreciate that I can go onto the Wayfair website and always find anything I need and more. The slogan is accurate, no doubt!"
Written by Rachelle Enns on January 31st, 2019
Questions to ask in your Wayfair Interview
Everyone has heard the expression, 'You are interviewing them as much as they are interviewing you.' You’ll have plenty of opportunities to ask questions as they arise throughout the interview process. And you should. But you need a few questions in reserve to save for the end when your interviewer asks you if you have any other questions for them.
This is not the time to ask questions about salary or benefits. Doing so will only suggest your motivation for pursuing a position with them is centered solely on the money. Instead, take advantage of this prime opportunity to present a unique or memorable question that sets you apart from the other candidates. The more big-picture questions you ask, the more of a unique candidate you’ll seem.
Start by writing as many questions as you can while you perform your research on the company and on the job. Anytime you learn something new that leads to another question, write that question down. Then try to answer that question for yourself. Constantly question any aspect of the information you learn along the way. If the job listing uses an industry term you’ve not heard before, look it up. If it mentions a software they use that you are unfamiliar with, research that as well, and seek answers until you’ve cast light on everything. Save anything that remains unanswered for your interviewer. The more relevant the question is to their systems, culture, vision, and expectations, the better.
Here are five sample questions you might ask at the end of your Wayfair interview. However, be sure to use these questions as a guide for the questions you could ask, and try to come up with as many as you can on your own.
1. I am curious to learn more about the extent to which Wayfair operates cross-functionally. Is it just between teams, between each of Wayfair’s career spaces, or even between all of Wayfair’s companies?
2. What does the typical onboarding process look like? How much time would it take for a top performer to get up to speed?
3. I read that Wayfair’s company founders work side by side with their workforce. Niraj Shah once said, “You have to celebrate wins and let everyone who worked hard on something to know that they were successful and that you’re proud of the team.” And Steve Conine said, “You spend more time with the people you work with than you do your spouse. You need to be sure that you believe in and trust those people.” Even though Wayfair describes itself as a team of open-minded individuals driven by data rather than egos, building relationships with your higher-ups sometimes comes down to adapting to their personalities and views. So, my question is, have you met them, and do you find working with your executive officers empowering or intimidating?
4. What is your favorite thing about working for Wayfair?
5. How did this position come to be available? Is it a newly created position or one that was recently vacated? On what terms did that person leave, and how has that impacted the team? How big are the shoes I’ll be filling, and how will that influence my ability to build relationships with the rest of the team?
Wayfair's Company Culture
At Wayfair, they celebrate being an open and transparent work culture. So much so that their founders and executives work side by side in the same open space with the rest of their staff. There are no walls or cubicles dividing one desk from another. Also, they’ve won a wide variety of awards for celebrating diversity, equality, and inclusion, championing an environment where everyone has a voice. As they advertise on their site, “We’re here to help everyone, anywhere, create their feeling of home.”
As they detail on their website, their people-principles define how they operate as individuals, as teams, and as a company. They call this “the North Star that we anchor on, the true distillation of who we are.” Also, they attribute their success to three key elements: Great People who generate Great Ideas through Great Ambition.
“Great people have diverse perspectives but share a commitment to respect, a love of solving hard problems, and a spirit of having fun through the hustle. Great ideas come from anywhere within our walls and are grounded in both data and instinct, inspired by what we see in the world, and often fully bespoke and homegrown. Great ambition is what drives us. We’re in constant pursuit of doing better, by our customers, by our people, and by our community.”
So before your interview, don’t limit your research to learning everything you can about Wayfair. Spend adequate time examining your career and work experiences as well. This will help you determine how you fit their mold. Determine how aligned their work environment is with the work conditions you'd require to reach your peak performance levels.
About the Author
Interviewing and hiring someone is a huge responsibility. You not only need to find someone with the right skills and qualifications but someone who will get along with everyone else on the team and will be able to represent the company and its core values. That hire needs to be diligent and trustworthy while following the standards and processes everyone else adheres to. They need to perform with consistency, be emotionally intelligent, and be respectful of the needs and concerns of the others on the team. They need to seek out proactively a deeper understanding of the nature of the company and their teammates. That’s a tall order to determine when interviewing anyone. But it’s all part of the recruiter’s job.
If the team doesn’t get along with that hire, or that hire introduces an unwelcome attitude to the workplace. One person’s consistent attendance issues can impact the job satisfaction of everyone else on the team, lower productivity, and negatively impact the performance of the company as a whole on either a micro or macro scale. So when an interviewer decides to hire any person, they are putting their reputation on the line.
Looking for the perfect hire requires strong attention to detail. So there were a variety of things I would look for. I’d examine their cover letter, resume, or application for inconsistencies, from formatting to punctuation. I would scrutinize the consistency of their answers from one question to the next. But, I would first and foremost evaluate why they wanted to work for us. If they were playing the numbers game trying to find a job anywhere, it was pretty evident.
But, it was those applicants who seemed to have an inside view, or inherent understanding, of the real qualifications of the job that I’d put at the top of the pile. They understood the job expectations and the culture and already seemed like they were one of the team. So much of this comes through in one simple thing: their enthusiasm. They had an energy that fit right in. This is something that can rarely be faked.
If you invest the time to gain a behind-the-scenes glimpse of what life is like working somewhere, and when the more you learn, the more you get emotionally invested in that opportunity, the better your chances will be for winning that job. For the interviewer, when it comes to identifying how consistent a candidate’s work performance would be, the truest test is determining how well they understand the job and how enthusiastic they are to work there, even after everything they learned. That alone suggests they’ll consistently do whatever it takes to win the job and, once hired, go the extra mile for the team.
Learn more about Kevin Downey