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Wayfair

30 Interview Questions & Answers

1.
We seek to hire those with deep customer instincts. How do you 'think like a customer'?
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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.

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1.
We seek to hire those with deep customer instincts. How do you 'think like a customer'?
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.

Rachelle's Answer #1
"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."
Rachelle's Answer #2
"I have been well trained in customer service and sales. To think like a customer, I believe you first need to ask yourself what the customers 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 who is knowledgable and able to step into their shoes at the same time."
Anonymous 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 take and incorporate feedback back into the product."
Rachelle's Answer
10/10! Your response is very thorough, well laid out and full of awesome suggestions. Well done :)
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2.
What ideas have you created in the last year that benefited your current or former employer?
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.

Rachelle's Answer #1
"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."
Rachelle's Answer #2
"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 were the use of Google Docs and Trello."
Anonymous Answer
"When I conduct user research, I keep a slide deck for the tasks performed and key findings. This has two benefits. First, to see how each task informs another job. Second, it can be shared with any newcomers on the team and you. Rather than providing a lengthy report, this can be easily shared and digested through a project lifecycle."
Rachelle's Answer
This is a brilliant idea, and likely streamlines a lot of information. Excellent job :)
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Anonymous Answer
"I’m an idea man by nature and am constantly thinking 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 with the creation of product specs, reducing average completion time from 4.5 weeks down to 1, cutting overall software development delivery by a healthy margin."
Rachelle's Answer
This example showcases your analytical thinking very well. You are telling the interviewer that you are creative, innovated, and keep company resources top of mind.
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3.
Outside of work, what type of creative activities do you like to pursue?
Wayfair seeks creative people for their teams, no matter the department or role to which you are applying. 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.

Rachelle's Answer #1
"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."
Rachelle's Answer #2
"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."
Anonymous 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."
Rachelle's Answer
It sounds like you have a well-rounded life, which the interviewer will be very happy to hear. It's important for candidates to live a full life in and outside of work!
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4.
How do you react when you are dissatisfied with the quality of your work, or the outcome of your work?
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 is what will determine whether or not you recover from the disappointment. Show that you have the maturity to be able to respond to dissatisfaction productively.

Rachelle's Answer #1
"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."
Rachelle's Answer #2
"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 recovered from there."
Anonymous 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."
Rachelle's Answer
Well said! It's great that you added in your management philosophy and the fact that you own up to your work when things go awry.
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5.
What is your first reaction when you do something wrong at work?
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 is one that could land you in a lot of trouble. Would you try to hide the incident, or would you tell a supervisor right away, and have the situation rectified?

Rachelle's Answer #1
"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."
Rachelle's Answer #2
"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."
Anonymous Answer
"Accountability and follow-through are both important to me. When one is accountable, we can resolve it more quickly. I would address it with my supervisor, own it, and offer my solutions and action items to fix it. After the issue has been resolved, I would follow-up with my supervisor with lessons learned to determine how to prevent it from happening in the future and what I could do next time."
Rachelle's Answer
These are perfect steps to take, should something at work go awry. You show a lot of initiative here, and a willingness to grow and learn.
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Anonymous Answer
"My first reaction would be to own it, let the relevant people know and give them a time estimate on when feature X is going to 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."
Rachelle's Answer
Excellent response! The fact that you would apply this as a learning experience is exactly what the interviewer wants to hear.
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