30 Woolworths Interview Questions & Answers
Below is a list of our Woolworths interview questions. Click on any interview question to view our answer advice and answer examples. You may view 5 answer examples before our paywall loads. Afterwards, you'll be asked to upgrade to view the rest of our answers.
Compatibility
1. This position requires a flexible schedule as our stores are open evenings, weekends, and most holidays. What is your availability?
How to Answer
Most Woolworths stores offer shoppers a wide range of hours including evenings, weekends, and holidays. This range in hours means that you may be required to take on a variety of shifts, and even split shifts. Assure the interviewer that you can commit to a wide range of hours. If there is anything in your schedule that may hinder your availability, be sure to address this.
Written by Rachelle Enns
1st Answer Example
"I am happy to offer a flexible schedule and to work overtime as needed. I do take an evening college course on Tuesdays and Thursdays, so I would not be available those days after 5 PM."
Written by Rachelle Enns
2nd Answer Example
"I understand that this role will include working evenings, weekends, and holidays. I am available to work most hours and am happy to work overtime as well."
Written by Rachelle Enns
Compatibility
2. How do you define good customer service?
How to Answer
Excellent customer service goes beyond your ordinary expectations, and it's more than having a smile on your face when the customer is looking. Excellent customer service means that you actively seek out the opportunity to deliver more than the standard. It means thoroughly listening to your customers when they tell you what they need. Also, it equals offering support when your customer may be a little bit in over their head. Be sure to echo the jargon used on the Woolworth's website and social media accounts when it comes to keywords related to their customer service mantra. Keep your answer brief but ensure that it packs a punch.
Written by Rachelle Enns
1st Answer Example
"I understand how valuable our customers are and go above and beyond to ensure they are satisfied. I strive to build relationships with my customers to keep them coming back. I greet them by name if they are in the store and try to remember details about their personal lives so I can ask how their families are if it's been a while since I've seen them. I build trust and try to deliver white glove service to them every time I see them, whether they purchase something or not. If they have questions, I answer them. If they purchase something, I thank them and always see them off with a smile."
Written by Jaymie Payne on May 29th, 2023
2nd Answer Example
"Ensuring that my customers are satisfied with their experience every time. That is what good customer service means to me. This level of service may mean bending the rules a touch to deliver what they need. For instance, I will extend the return policy by a reasonable amount if it means a happy customer who will give a solid review."
Written by Rachelle Enns
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Compatibility
3. How do you handle situations that could cause you to be late or miss work?
How to Answer
Proper planning will get you far, but sometimes life happens, and you'll need a plan B. Think about some of the variables in your life that could affect your ability to arrive on time for work. Sick children, traffic, car breakdowns. The list goes on. It may not be possible for everything to work out so smoothly, getting your shift covered or still making it to work on time. Your interviewer is looking to see that you are reliable, proactive and that you can handle the stress of unexpected situations that can arise.
Written by Jaymie Payne on May 29th, 2023
1st Answer Example
"I stay calm and composed when issues arise. My dad got rear ended one time when driving me to school. I texted my friend to see if she could tell my teacher what happened. I explained the situation to my teacher when I got to class. If this happened on my way to work, I would call ahead of time to ensure someone could cover my shift."
Written by Rachelle Enns
2nd Answer Example
"I hope never to be late! When I started working at a restaurant at sixteen years old, we were taught the adage of 'if you're on time, you're late,' so I've worked to implement that into my life. I always try to arrive 15 minutes early, but there are unforeseen circumstances that can arise. If ever I was running late or needed to miss my shift, I would let my manager know with as much advance notice as possible."
Written by Jaymie Payne on May 29th, 2023
Compatibility
4. This position requires you to wear a uniform to work. Have you worn a uniform in the workplace before? How do you feel about this?
How to Answer
Woolworth supermarket employees are required to wear the Woolworths branded shirts and khaki style pants, usually in a dark color. Uniforms show professionalism and a cohesive brand. Talk to the interviewer about any times that you have been required to wear a work uniform. What are your thoughts on this? Be sure to keep your answer positive and avoid speaking poorly of the practice surrounding dress codes in the workplace.
Written by Rachelle Enns
1st Answer Example
"I have worn a uniform for work at restaurant XYZ and when I was a retail manager for company ABC. I have seen the uniforms worn by the retail employees at Woolworths Ltd. and see that it adds a strong level of professionalism."
Written by Rachelle Enns
2nd Answer Example
"I think that uniforms are a great way to provide a feeling of unity in the workplace. I have seen your uniforms and am happy to comply. They look comfortable and yet professional."
Written by Rachelle Enns
Compatibility
5. What are your salary expectations?
How to Answer
Provide the Woolworths interviewer with a target range you would like your salary to fall within, given your education, experience, and the position you are applying for. By providing a range, you are demonstrating your minimum expectation and showing the interviewer that you can be flexible. If certain benefits like retirement plans, employee discounts or tuition reimbursement are important to you, also share that you would consider those aspects when considering a compensation package.
Written by Jaymie Payne on May 29th, 2023
1st Answer Example
"Base salary is important to me, however, I'm really looking for a better work-life balance and opportunities for growth. I would like to be in the $60-$65,000 range, but I'm definitely open to negotiating based on the total rewards package and opportunities for growth and development."
Written by Jaymie Payne on May 29th, 2023
2nd Answer Example
"As a new graduate, I'm open to negotiating. Base salary is important to me, but the total rewards package, including medical insurance, mental health benefits, and employee discounts, are of equal interest and importance when considering an offer."
Written by Jaymie Payne on May 29th, 2023
Compatibility
6. Tell me 3 qualities you possess that make you a strong fit for this position with Woolworths.
How to Answer
Woolworths employs over 200,000 people who help nearly 30 million customers every week. To maintain their high level of customer service, they need to be choosy when it comes to the characteristics of those they hire. Before your interview, it is essential that you review the job description to give yourself a keen understanding of the qualities they desire in their successful candidate. Also, you will want to mention the organizations' commitment to their customers and their mission statement.
Written by Rachelle Enns
1st Answer Example
"I'm very customer-focused, always striving to greet customers with a friendly smile and pleasant demeanor. I'm compassionate, always trying to see things from the other person's perspective and understand where they are coming from. Lastly, I'm collaborative. I love working with others and working together to achieve common goals."
Written by Jaymie Payne on May 29th, 2023
2nd Answer Example
"First, I would say I'm a reliable person. No matter if it's in my personal life or work life, I'm always on time and show up when I commit to something. Second, I'm honest and strive to do the right thing, even when no one is watching. Lastly, I'm an extrovert, so I'm very social. This quality helps me in customer service roles because I'm always excited to meet and interact with new people every day."
Written by Jaymie Payne on May 29th, 2023
Compatibility
7. What type of manager brings out the best in you?
How to Answer
The interviewer wants to see that you are self-aware and understand the type of manager or employer that brings out the best in you. Some individuals prefer a close working relationship with a lot of accountability, while others prefer space and autonomy. If you are unsure of the management style of the interviewing company, try to leave your answer as open as possible. You can certainly ask the interviewer to describe their management style.
Written by Rachelle Enns
1st Answer Example
"I have worked with a wide range of personalities and management styles with great success. If I could express a preference, I feel that I am best with a manager who allows me autonomy while still investing time in me through mentorship and training. Can you describe the management style here?"
Written by Rachelle Enns
2nd Answer Example
"As someone new to the workforce, I think I will do well with a manager who is patient and willing to train me and answer questions I may have. I'm a quick learner and will not be a burden, but initially, I will need a manager who is supportive. I also like to receive feedback, positive and constructive, so that I know how I am doing and what I can do better. I will also do well with a manager who is open and honest in sharing feedback on a regular basis."
Written by Jaymie Payne on May 29th, 2023
Competency
8. Woolworths puts customer service first. How do you ensure that you always put the customers' needs first?
How to Answer
Woolworth's business motto is 'A Business Built on Integrity.' The company is committed to an unwavering dedication to their customers. Their mission is to 'deliver the best in convenience, value, and quality for our customers.' Discuss with the interviewer how you ensure that your customers receive the best service from you.
Written by Rachelle Enns
1st Answer Example
"I have a rule always to treat my customers how I would want treatment in a store or establishment. Customer service is vital to a company's success. I would always make sure I was helpful and approachable to customers. I would greet them with a friendly smile and genuine care and helpfulness. If given this opportunity I would most certainly commit myself to the Woolworth's mantra to deliver the best to customers through value and convenience."
Written by Jaymie Payne on May 29th, 2023
2nd Answer Example
"I ensure that my customers' needs are met by actively listening to them and also asking the right questions. If I'm working on a task and a customer has a question, I always stop and help them before going back to my job."
Written by Jaymie Payne on May 29th, 2023
Competency
9. This position requires regular lifting. Are you able to safely lift objects over 30 pounds?
How to Answer
Read the job description carefully so that you understand the physical requirements of the job at Woolworths. Part of working in a retail position may be accepting new stock or sending out deliveries. These tasks could require some heavy lifting. If you are working for a Woolworths supermarket, you could be lifting bulky grocery items for customers, and stocking shelves with large flats of water, for instance. Your reply does not need to be overly detailed. Be honest, and concise.
Written by Jaymie Payne on May 29th, 2023
1st Answer Example
"I am physically fit and able to lift heavy objects, up to 50 pounds or more. Also, I have received training on safe and proper lifting."
Written by Rachelle Enns
2nd Answer Example
If you cannot lift over 30 pounds: "I can do some lifting, such as helping customers with their groceries or placing heavy objects into their carts, for instance. However, 30 pounds would be too strenuous for me. Are there any accommodations available?"
Written by Jaymie Payne on May 29th, 2023
Competency
10. Do you have reliable transportation to our store?
How to Answer
Even if you're not expected to drive for the job, you will need to have some form of reliable transportation. If you take the bus or ride a bike, that works too! Merely share that you have the means to get to work consistently and on time. The interviewer would like to hear that you are reliable and will not be the employee that is always late, blaming transportation issues.
Written by Rachelle Enns
1st Answer Example
"I have reliable transportation. I own a well-maintained vehicle, and I am comfortable with the amount of travel required to get to your office every day."
Written by Rachelle Enns
2nd Answer Example
"I take public transit; however, I find it to be very reliable. I was late to work only once last year, and that was due to a snowstorm which stalled all of our employee's commute - including those with personal vehicles. Rest assured, I am reliable and will always come to work on time."
Written by Rachelle Enns
Competency
11. What experience do you have working a cash register?
How to Answer
Depending on the position you applied for, part of your duties and responsibilities each day may include operating the cash register. This means you would be ringing up items and processing transactions either with cash, coins, checks, or credit/debit cards. The interviewer would like to know more about your experience with these duties and how they will transfer into this role. If you do not have experience, be honest, but reassure the interviewer you are a quick and eager learner.
Written by Jaymie Payne on May 29th, 2023
1st Answer Example
"My last job was in fast food and two or three shifts per week I would be assigned to work the front cash register. I enjoyed this position and working with the customers. I would take orders, total the orders, exchange cash and coins, and process credit/debit card transactions. At the end of my shift, I was responsible for counting my drawer and making sure it reconciled with the sales from that day. I never had any issues with this and found all of the technology easy to use. I think this experience would transfer well into this role at Woolworths."
Written by Jaymie Payne on May 29th, 2023
2nd Answer Example
"While I do not have experience working a cash register, I feel confident in my ability to learn the machine quickly. I'm very tech-savvy and catch on to software and tools easily. I also have strong math skills and would have no problem using the machine to process transactions or even manually exchange money and count change."
Written by Jaymie Payne on May 29th, 2023
Competency
12. In this role you will be required to handle customer transactions. On a scale of 1-10 how strong are your mathematical skills?
How to Answer
At Woolworths you may be responsible for ringing in hundreds of transactions per week and, depending on your role, you may also be required to take care of balancing tills and preparing the end-of-day deposits. Assure the interviewer that you are comfortable with the math associated with handling cash transactions, performing inventory counts, and closing out tills.
Written by Jaymie Payne on May 29th, 2023
1st Answer Example
"I did very well in math during high school and am comfortable with the math skills required when it comes to accepting cash, balancing a cash float, and performing inventory-related tasks. I also took a couple of university-level calculus classes which may benefit me in this role as well."
Written by Rachelle Enns
2nd Answer Example
"My math skills are strong, and I am confident that I can meet your expectations when it comes to accepting payment from customers. In the five years that I have worked as a cashier, my till has been out only a couple of times. I am meticulous and accurate."
Written by Rachelle Enns
Competency
13. In our retail stores we take pride in our merchandising and displays. Do you consider yourself to be a creative person, capable of making an attractive retail display?
How to Answer
Woolworths understands that a store planogram can make or break the ability to upsell and push particular products. Have you ever noticed that in a supermarket, the premium brands are always at eye level? Let the interviewer know that you understand the importance of proper merchandising and compelling displays. Do you have unique ideas that you can share with Woolworths in regards to their current merchandising? Show the interviewer that you understand the importance of an attractive retail display.
Written by Rachelle Enns
1st Answer Example
"I have a strong creative flair and enjoy creating attractive displays. I think I have enough experience in retail to understand what attracts a customer and what prompts them to purchase. The displays I have seen in your stores are fascinating, and I would love to be a part of that creative flair."
Written by Rachelle Enns
2nd Answer Example
"I believe that with some training, I could very easily create some attractive displays. I have a natural flair for the creative and look forward to exercising that."
Written by Rachelle Enns
Discovery
14. Woolworths believes in giving back to the community where we live. Have you ever volunteered?
How to Answer
Did you know that, according to LinkedIn research, 1 in 5 hiring managers prefers to hire candidates with volunteer experience? This question is an excellent opportunity to discuss how you are involved in your community and that you commit time to help others. If you have volunteer experience, you have a leg-up on other candidates.
Many non-profit organizations have a long onboarding process with background checks and references required so if you need to gain volunteer experience pronto, here are some options for a quick turnaround:
- Raise money for a cause, like the Red Cross
- Donate blood on a regular rotation or organize a blood drive
- Have a craft or bake sale to raise funds for a charity close to your heart
- Run in a charity race where financial pledges are required
- Advise high-school and University students on a crowd-sourced advice platform like CareerVillage
- Write articles for non-profit organizations, for free
- Sponsor a business owner in a third world country using a platform like Kiva.org
- Volunteer at your church camp
- Clean up a local park
- Volunteer to tutor a student
- Foster animals for a rescue society
Written by Rachelle Enns
1st Answer Example
"I currently volunteer every Saturday at the local animal shelter. I help to organize adoption applications and also screen the applicants. It feels great to help out, and it melts my heart when we make a perfect pet-parent match."
Written by Rachelle Enns
2nd Answer Example
"I like to spend my extra time volunteering at the Children's Hospital. My little brother was very sick a few years ago and the efforts the staff put in to save his life were unforgettable. I vowed that I would help whenever I could. I have met some great people this way, and it's been an excellent method for building my network in the city as well."
Written by Rachelle Enns
Discovery
15. What do you know about Woolworths? Why do you want to work for us?
How to Answer
The interviewer wants to see if you've taken the time to research Woolworths or if you have had personal experiences in the store. Take the time to speak to what you've read about the leadership team, their mission, what they value, the products and services they offer, and the customer base they serve. You can also share your positive personal experiences in the store, or even positive employee reviews you have read online. Give a genuine answer about why you chose to apply at Woolworths.
Written by Jaymie Payne on May 29th, 2023
1st Answer Example
"I have researched Woolworths a great deal and am very happy with the positive reviews I came across, online. I would love to work for a company with such a great reputation. I read on your website that you seek out those who are dedicated to your customers but also to upholding the Woolworth's vision to make communities better."
Written by Rachelle Enns
2nd Answer Example
"I know that Woolworths is an Australian chain of supermarkets that sells many traditional grocery items, but also has liquor, pet supplies, and health and beauty products. There is a local store about three blocks from me that I frequent. I love the atmosphere and I always find the employees friendly and welcoming. There is a large selection of items and I can always find what I'm looking for. I'm interested in a position at this store because I enjoy working with the public and I'm looking for a position where I can be active and standing, not sitting at a desk all day. As I said, it's also very close to my home and the commute would be ideal."
Written by Jaymie Payne on May 29th, 2023
Discovery
16. What are some things that could improve the current state of our store?
How to Answer
Some Woolworths locations are newer than others so, depending on where you are interviewing, the store may need some upgrades. Keep in mind that the interviewer is looking to see how observant you are, how invested you are in joining the organization, and how proactive you are. You want to avoid sounding negative or knocking down the efforts of the store manager. Give a recommendation that is valuable but not overly critical.
Written by Rachelle Enns
1st Answer Example
"I noticed that this location is an older store than others I have been to in the past. I am sure that it's on the list for some renovations and that is the only obvious thing that I observed. A little pick-me-up like a fresh coat of paint is always refreshing!"
Written by Jaymie Payne on May 29th, 2023
2nd Answer Example
"I have been to this location a few times and have noticed that there are some products and services not offered here, that I have purchased at other Woolworths locations. I think it would be nice to see a larger selection of fresh produce and custom cakes available at the bakery."
Written by Jaymie Payne on May 29th, 2023
Discovery
17. Tell me about your experience, the last time you shopped at a Woolworths store.
How to Answer
First, the interviewer is looking to see if you shop at Woolworths at all. It is imperative, before going into your interview, that you visit the store where you will be interviewing. Consider the visit similar to a mystery shop. Be sure to take note of the store cleanliness, if someone friendly greeted you, and if the store was well-stocked. Second, the interviewer wants to see some excitement and enthusiasm when it comes to their store, and Woolworths in general. Deliver a positive and upbeat answer.
Written by Jaymie Payne on May 29th, 2023
1st Answer Example
"This particular store happens to be my neighborhood supermarket! We lovingly call it 'Woolies' around here. I enjoy shopping here because the hours are accommodating with my school schedule, and you are always well-stocked. Also, it is never awkward with the cashier. Everyone is friendly and talkative. These are just a few of the reasons why I applied to work here."
Written by Rachelle Enns
2nd Answer Example
"Before applying to Woolworths, I visited this specific location to observe the workplace environment, the types of customers you had, and the products and brands that you carry. I was more than impressed! Your team seemed to like the work they were doing, and they were very respectful and helpful to the customers. I see that you carry some of my favorite brands, which is a major bonus. I look forward to joining your positive team!"
Written by Rachelle Enns
Discovery
18. We need reliable people on our team at Woolworths. How many days were you absent from work last year?
How to Answer
Imagine the amount of work that goes into hiring, training, and retaining all of the employees of Woolsworth! The company has over 200K employees! Every minute matters when you rely on such a massive volume of employees. Part of being a diligent employee is to ensure that you are always on time and present when expected. It's great to even be 10 minutes early rather than just showing up right on the dot. Talk to the interviewer about your attendance.
Written by Rachelle Enns
1st Answer Example
"I had zero unexcused absences last year. In total, I took 12 vacation days out of my 15 allotted days. I was sick just 2, and a note from my doctor accompanied those. Once I was late due to a terrible snow storm, and I always try to be 10 minutes early for my shift."
Written by Rachelle Enns
2nd Answer Example
"Since this is my first job, I do not have prior work history to share with you. I have held responsibilities in a volunteer capacity in the past and also attended school full-time, and I took those commitments seriously. I rarely missed class, and if I did, it was once or twice a year because I was not feeling well. In my volunteer role, I understood that anytime I would miss an event or project, it created a heavy burden for others, so I did not call out from my responsibilities."
Written by Jaymie Payne on May 29th, 2023
Discovery
19. How do you like to be recognized for your accomplishments?
How to Answer
Employers like Woolworths want to ensure their employees feel recognized and rewarded for their achievements. When employees feel recognized, morale and performance are boosted. Each individual has different preferences regarding how they like to be recognized, so be honest and genuine in your response. Consider various ways recognition is given (public praise in a staff meeting, a note from your manager, monetary rewards, employee of the month, etc.) and include those you enjoy receiving.
Written by Jaymie Payne on May 29th, 2023
1st Answer Example
"I am very much an over-achiever and find that the best way for me to be recognized for a job well done is through words of kindness and recognition. I am easily encouraged, and the best reward for me is to know that my hard work makes a difference."
Written by Rachelle Enns
2nd Answer Example
"As a customer service and retail sales professional, I am driven by a challenge with a financial perk. Sales contests, for example, are a great way to motivate me."
Written by Rachelle Enns
Discovery
20. What is your favorite product that Woolworths sells?
How to Answer
The interviewer is trying to discover more about whether you've shopped at their stores and if you're familiar with any Woolworths-specific brands or products. If you shop at Woolworths, give an honest answer about a product you love! If you don't, be honest. Do some research to see what products are most popular and if don't shop there, discuss which products you are interested in trying!
Written by Jaymie Payne on May 29th, 2023
1st Answer Example
"I'm a chocolate lover and I'm obsessed with Woolworths Classic Hot Chocolate! I throw in a few marshmallows and it's the perfect afternoon pick-me-up. I'm always offering to make my guests a cup, so it's definitely a staple in my house!"
Written by Jaymie Payne on May 29th, 2023
2nd Answer Example
"I love to cook so I go through a lot of olive oil. My go-to is Woolworths Macro Organic Spanish Extra Virgin Olive Oil! It's very high quality and is sold at an affordable price. I'm often entertaining friends and family, so I have extra on hand at all times!"
Written by Jaymie Payne on May 29th, 2023
Discovery
21. Why are you leaving your current employer?
How to Answer
The interviewer is trying to learn more about why you've made the decision to pursue new opportunities. Discuss with the interviewer your reason for leaving, then explain what makes the role at Worthworths appealing to you. Maintain a positive and professional tone; avoid complaining about your current or previous company, manager, or team, as hiring managers usually see this as a red flag. Instead, give a more general reason like "I'm looking for more opportunities for growth," "I'm ready to explore new industries and expand my skillset and experience," "I'm looking for a shorter commute, etc., "
Written by Jaymie Payne on May 29th, 2023
1st Answer Example
"I enjoy working for my current company; however, the commute is getting to be too much. I recently moved and I drive about forty minutes to work each day. I'm looking to find a similar role closer to home, and the store is only about a five-minute drive for me, making it much more ideal."
Written by Jaymie Payne on May 29th, 2023
2nd Answer Example
"I work for a small company and there isn't a lot of flexibility with shifts. I love the company I'm with, but since I'm going back to school part-time, I'm looking for something that allows me to continue working while I attend courses and can be more flexible with scheduling."
Written by Jaymie Payne on May 29th, 2023
Experience
22. What experience do you have with stocking shelves?
How to Answer
Depending on the role you've applied for at Woolworths, you may be responsible for assisting with restocking shelves. This is more of a technical question, so a brief and direct answer is appropriate. Share with the interviewer what settings you have experience in and what some of your day-to-day related duties were/are.
Written by Jaymie Payne on May 29th, 2023
1st Answer Example
"In my current role, I'm a warehouse stocker associate. I replenish shelves and floor inventories to full conditions daily. I most often restock the produce section, but also frequently am responsible for restocking the shelves of bread. In the back store stock room, I update labels with price and UPC information and report any issues or discrepancies to my supervisor. I'm also familiar with how to execute inventory product rotation. I'm very comfortable with these types of duties and feel like my experience would add value to the Woolworths team."
Written by Jaymie Payne on May 29th, 2023
2nd Answer Example
"I've been a day stocker at another supermarket for about two years. In this role, I stock all merchandise and replace misplaced items to their proper locations. I check the shelf labels frequently to ensure pricing is accurate, especially during sales. If we are short-staffed, I will also help unload trucks and keep the stockroom area neat and tidy during deliveries. I'm responsible for rotating all merchandise when stocking to ensure freshness and quality and general straightening up of the shelves."
Written by Jaymie Payne on May 29th, 2023
Experience
23. If you have worked in a supermarket setting before, what is one challenge you faced and how did you overcome it?
How to Answer
Interviewers at Woolworths want to hear about your experience in the supermarket setting and what situations you have found to be challenging in the role. When responding, give an overview of the problem or challenge you faced and explain how you found a resolution. This could be how you solved the problem or the steps you took to report or escalate it to the appropriate person. It's easy to be negative in your response, so take care to avoid that by sharing the challenge, but then focusing more on how you overcome it and deal with it
Written by Jaymie Payne on May 29th, 2023
1st Answer Example
"I think naturally it can be a challenge to do repetitive tasks every day, and there are times when it feels mundane. I make sure I take my meal breaks and try to eat outside, that way I can enjoy the sunshine and recharge, before going back to my tasks. I've also found that rotating tasks like stocking shelves, then doing some inventory and going back and forth is helpful to keep my mind active and focused. I try to interact with others frequently, which also helps break up the monotony, even if it's just chatting with a customer as I stock the shelves can be helpful to stay motivated."
Written by Jaymie Payne on May 29th, 2023
2nd Answer Example
"Because this is such a customer-facing environment, a natural challenge of the role can be dealing with difficult customers. To overcome these situations, I keep a positive attitude and try to remember that I don't know what kind of day that person has had or what they have going on in their life. When you choose not to take their behavior or attitude personally, it's a lot easier to stay positive and get through the interaction in a professional manner. I don't dwell on situations and I don't feed into negativity, so that helps me overcome the challenge as well."
Written by Jaymie Payne on May 29th, 2023
Situational
24. How would you respond if a customer asked you a question that you didn’t know the answer to?
How to Answer
Woolworths stocks thousands of products and brands, so you will likely run into a situation where you're unsure how to answer a customer's question regarding one of them. Demonstrate to the interviewer that you can acknowledge when you don't know something instead of making it up on the fly and commit to finding that answer and following up with the customer timely. Give an example of how you track down information or find the appropriate person to ask. Telling a customer, "I don't know," or "that's not my department," is never appropriate, and the interviewer wants to learn more about your customer service skills and problem-solving approach.
Written by Jaymie Payne on May 29th, 2023
1st Answer Example
"As a new team member, I would have a lot to learn, so I'm sure I will run into a situation where I cannot immediately answer a customer's question. I would be honest with the customer and let them know I would be happy to find the answer for them if they had time to wait a moment. I would never make up an answer and would try to self-help with my available resources; if I could not locate the answer timely, I would reach out to a colleague or supervisor to assist."
Written by Jaymie Payne on May 29th, 2023
2nd Answer Example
"Sometimes, when I'm stocking shelves, customers often approach me with questions or ask for assistance locating something. Even if I'm in the middle of something when they approach me, I always stop what I'm doing, greet them with a smile, and actively listen to their question. If I can assist them, I will walk them to the item they are trying to find. If I can't, I will try to look up the information on my handheld device or page another employee who can better assist them. I always wait until that employee comes and takes over before excusing myself."
Written by Jaymie Payne on May 29th, 2023
Situational
25. Working with the public can be challenging at times. How would you handle a customer who is yelling or aggressive towards you?
How to Answer
Woolworths serves high volumes of customers every day, so a customer will inevitably be unhappy at some point. The interviewer wants to understand how you would handle a challenging situation and how you react under pressure. In your answer, include aspects like customer service skills, critical thinking, patience, communication skills, empathy, and your ability to resolve conflicts. Give a specific example of a time you dealt with an angry customer, and if you've not experienced this, walk the interviewer through how you would handle this scenario.
Written by Jaymie Payne on May 29th, 2023
1st Answer Example
"I once had a customer come into my store yelling about how they had just purchased produce the day before and it was rotten already. I remained calm and kept my tone pleasant and positive. I apologized for the problem and the inconvenience of having to come back to the store and asked them for their receipt. They did not have it and continued to be upset about the quality of the item and her wasted time having to come back. Because they were very angry, I was afraid they would become aggressive, so I talked to my manager to get approval to replace her items without the receipt. I was able to de-escalate the situation by being helpful and understanding and not getting emotional in response to their anger."
Written by Jaymie Payne on May 29th, 2023
2nd Answer Example
"I would politely ask the customer not to raise their voice at me and to allow me the opportunity to help them. In this type of situation, it's important not to raise your voice back and escalate the situation. If they stopped yelling at me, my first step would be to have them explain the situation to me, so I could better understand the problem and how to solve it. If it were something I could resolve for them at my level, I would do so in the most professional way and apologize for any issues or errors that were our fault. If the issue wasn't something I could solve, I would escalate the issue to my shift manager so they could assist me. If the customer continued to yell, I would remove myself from the situation and immediately get my supervisor or ask security to step in. I do have some customer conflict resolution training that I feel has greatly helped me navigate these type of situations in the past."
Written by Jaymie Payne on May 29th, 2023
Situational
26. We have an active employee honesty program in place at Woolworths to prevent loss. What would you do if you discovered that a co-worker was stealing a product or money?
How to Answer
Woolworths is a multi-billion dollar company with thousands of employees. Loss prevention initiatives are mandatory, especially in an organization this massive. Discuss with the interviewer how you would handle a situation surrounding employee theft. Be sure to avoid sounding self-righteous in your answer. Be diplomatic and refer to company protocol in these situations.
Written by Rachelle Enns
1st Answer Example
"My reaction to employee theft would differ if I were a retail associate or a retail manager. If I were a manager and caught an employee stealing, I would terminate them immediately. If I were an associate, I would report the incident according to company protocol. I would avoid approaching the employee as I would not want to make it a personal issue."
Written by Rachelle Enns
2nd Answer Example
"I value honesty so if I saw a co-worker stealing; I would tell my manager immediately. I know the damage that theft can cause to an organization and I would never participate in such actions or allow others to. I would follow all internal protocol for reporting such incidents."
Written by Jaymie Payne on May 29th, 2023
Situational
27. At Woolworths we have a very clear return policy. How would you handle a customer who was arguing with you about a potential return?
How to Answer
Woolworths has a generous return policy including a promise to cheerfully refund, exchange, or repair a product if the customer is unsatisfied. As a retail employee, you will still come across customers who want to argue with store policy, no matter how reasonable or flexible it may be. Assure the interviewer that you can handle a situation like this with poise while keeping the customer happy, and keeping the needs of the company in mind as well.
Written by Rachelle Enns
1st Answer Example
"Return policies are in place for a good reason; however, there may be some exceptions allowed from time to time. I feel that having a satisfied customer is most important and sometimes refusing a return is not worth the bad word of mouth or risk of negative online review. There is a fine balance between being accommodating and being a pushover. If I were unsure of the best decision, I would ask my supervisor for clarification."
Written by Rachelle Enns
2nd Answer Example
"I have some dispute resolution training from my previous retail position and fully believe in the importance of flexibility in extreme situations. I would try to educate them on the policy but if they continued to push back, I would call my supervisor over for assistance. I have read through Woolworth's return policy and find it to be very generous and flexible, so I can't imagine types of situations occur very often."
Written by Jaymie Payne on May 29th, 2023
Situational
28. Tell me about a time when you went above and beyond for customer service.
How to Answer
Woolworths is known for their excellent customer service, and one of their goals is, 'to have customers put us 1st, across all our brands.' As you may already know - this means putting the customer first! The interviewer is looking for a specific answer that showcases your ability to deliver excellent customer service. You need to go beyond 'service with a smile' when answering this question. Make your reply memorable! This question offers you an excellent opportunity to be a stand-out candidate.
Written by Rachelle Enns
1st Answer Example
"I often look for opportunities to go over and above when it comes to customer service. One memorable time was when a senior woman was struggling to get her groceries into her car. I was on break but saw her through the window. I ran out and greeted her, asking if I could assist. She was so thankful that she ended up calling my manager that day to compliment my kindness."
Written by Rachelle Enns
2nd Answer Example
"I once asked a customer if he found everything okay. He shared that he always purchases soy yogurt from our store for his daughter who is lactose intolerant, but noticed we didn't seem to carry it anymore. My line was long and I could have just apologized and continued ringing up his items, but instead, I called my supervisor to take my place at the register for a moment. I went back to the yogurt section and looked for another alternative replacement for the product but couldn't find anything. When I got back, I let my supervisor know and asked if she would be able to assist him with placing a special order. He was very thankful and I was glad we could meet his needs so that he would continue shopping at our store."
Written by Jaymie Payne on May 29th, 2023
Situational
29. If a customer approached you at our supermarket, asking for a meal recommendation, what would you do?
How to Answer
Shoppers at Woolworths may be curious about new brands or products they have never come across. They may ask you what it is, how to cook it, or what it tastes like. All of this is part of your customer service duty when working for Woolworths. The interviewer would like to know if you would be friendly and helpful and provide recommendations. There is no real right or wrong answer here, but you should avoid sounding utterly stumped.
Written by Jaymie Payne on May 29th, 2023
1st Answer Example
"If a customer asked me for a meal recommendation, I would ask a couple of discovery questions such as 'what kind of foods do you dislike?' and 'do you have any food allergies?' From there, I would give them my favorite chicken alfredo recipe, with recommendations to tweak it if they were lactose intolerant, or a vegetarian. I love to cook so it would be fun to help people decide what is for dinner!"
Written by Rachelle Enns
2nd Answer Example
"I love to barbeque so most of my meal recommendations would be simple and easy. Protein, lots of seasonal vegetables, and a delicious potato dish. I may not be the best cook, but the few recipes that I do know are delicious."
Written by Rachelle Enns
Situational
30. When have you received exceptional customer service? What made the experience stand out?
How to Answer
The interviewer wants to hear your excitement when it comes to being the recipient of excellent customer service. The way you answer this will show the interviewer that you are well aware of the difference between average and exceptional! Keep your answer brief, explain the situation, and what you did to express your thankfulness for the stand-out service.
Written by Rachelle Enns
1st Answer Example
"I was recently at a gas station where the pumps were both full service and self-serve. I accidentally went to the self-service bay and sat, waiting for service, silly enough. The gas attendant came running out and pumped my gas anyways. It was nice of him to do that, and so I tipped him a few extra bucks."
Written by Rachelle Enns
2nd Answer Example
"Working in retail, I have seen all types of customer service nightmares. There is a store in the mall where I work that I like to go to when I am on a break. I went to look for a particular shirt that I saw in their online store, but they did not have my size. The sales person ordered it for me from another location and had it waiting for me the next time I went back. I didn't ask for that service, but it was cool that she took the initiative. Of course, I bought the shirt. I brought her a Starbucks latte later as a thank-you gesture."
Written by Rachelle Enns