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Answering Behavioral Questions

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Rachelle Enns
Rachelle is a job search expert, career coach, and headhunter who helps everyone from students to fortune 500 executives find success in their career.
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Tell me about a time when you used good judgment and logic to solve a problem.
Example #1
"(Situation) Just yesterday I had a customer who was upset because our sales associate would not refund a garment that the customer had already worn. She was outside of the 14 days return policy as well. (Task) I am the assistant manager, so I stepped in to alleviate the situation. (Action) By showing the customer that I could meet her in the middle, she was able to calm down and reason with me. (Result) I did not refund her the price of the garment; however, I offered her a $25 in-store credit. I know this will cost my company mere dollars, and in the end, I had a happy customer again."
Example #2
"(Situation) In my current role, I face a multitude of scheduling problems every day. (Task) As an administrative assistant, I must use good logic every day. (Action) For instance, I use logic by figuring out how to arrange my executive's work and travel schedule through the path of least resistance. If a scheduling hiccup occurs, I will first call the most flexible appointments to reschedule and work my way down the list from there. (Result) By following this logic, I can solve many problems very quickly."
Example #3
"(Situation) With Company X, we had a serious space issue in our warehouse. (Task) As the Warehouse Manager, it was up to me to find a creative and affordable solution. (Action) I rearranged our shipping lanes to allow for smaller customers to be contained in one area. Next, I arranged large customers to have a dedicated shipping area. (Result) This change made locating shipments and the loading of trucks much easier. My team of operators was thrilled with the change."
Example #4
"(Situation) When I take on a new client, I always ask them what their most significant pain point is. (Task) Understanding the customers' issues and their logic is a considerable part of my creative process. (Action) Using the logic and the thought process of my customer, I can dive into an impactful marketing strategy. (Result) I have utilized this approach for many years. It's always resulted in a clear project vision from the start - and a happy client in the end!"
Example #5
"(Situation) As a Manager in retail, decision making often means weighing the potential of being blasted or praised on social media. (Task) One example that comes to mind was when I handled the termination of an employee. It was clear that this person was not going to work out, despite my best efforts at coaching and mentoring. (Action) Throughout three shifts, I worked with her, coached her, and gently allowed her to realize on her own that this position was a poor fit. By the end of the third shift of coaching out, she let me know that she was putting in her notice. (Result) By taking a different approach, we avoided the disgruntled exit of an employee. She now comes into the store as a friendly customer, so it did turn out well for all parties."
Example #6
"(Situation) With Company X, I had a customer who was unhappy with his purchase. (Task) Since the item in question cost over $20,000, I needed to involve my support team. (Action) Although my support team advised that I escalate the issue to our Director of Operations for resolve, I knew that I could lose this account over a one time issue. I was not about to let that happen. (Action) By stepping in and mediating a resolution call, I was able to assure the client that we would work together to not only solve the issue but address the arbitration process in the future. (Result) I was able to turn a disgruntled customer who threatened to never purchase again into a top account for the company."
Example #7
"(Situation) My fourth-grade class was recently working on a project for our family unit, and one of the students was quiet and unengaged. (Task) This student was usually bubbly and an active participant, which signaled to me that something was wrong. (Action) I found a moment when I could quietly sneak over to speak with him. He didn't know what to put as his mom's picture since she passed away when he was a baby. I was brokenhearted for him, but we had a moment to talk about how we can be sad but still remember our loved ones and how they're always a part of our family. (Result) By being in tune with my class, I was able to tackle an issue that resulted in a happy, smiling student."
Example #8
"...using logic for problemsolving...well..."
Example #9
"I track my stressors and then visit them regularly. I will write them down on a note in my phone and then at the end of the day, or the week; I will try to track the regular offenders. Once I can pinpoint the stressors that occur too regularly, I make a plan to eliminate or at least alleviate them. If I had a colleague who was stressed out, I would share that method with them and help them to implement it if they were interested."
Example #10
"I had a client come into the bank where I worked and request a small personal loan to "
Example #11
"While monitoring a patients blood pressure and heart rate using electrocardiogram equipment during a diagnostic procedure, the EKG suggested a possible problem with the patient. I was able to notify the physician right away. Because of my prompt acknowledgment of the notification, we were able to help diagnose a serious issue in the patient."
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