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Scenario Based Interview Questions

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Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.

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What would you do if a client asked you about a product or service and you were unsure of the answer?

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Scenario Based Interview Questions & Answers

  1. 1.

    What would you do if a client asked you about a product or service and you were unsure of the answer?

      How to Answer

      The interviewer wants to know if you are an independent thinker with the ability to find answers for yourself, when necessary. Explain that you would take the time to try and figure out the solution, but you are not afraid to ask questions if you need to.

      Rachelle's Answer

      "If I had a client ask me about something that I didn't know enough about, I would find the answer for them before giving a potentially false answer. I am okay with admitting when I don't know something, and I love to learn new things. Of course, I would find the answer quickly by asking the appropriate person or finding it within the company's internal resources."

      Rachelle's Answer for an Admin Interview

      "My rule of thumb is never to say 'I don't know.' I always say 'I will find out.' This process of finding an answer could include researching online, or asking a more tenured administrative assistant for help."

      Rachelle's Answer for a Manager Interview

      "As the manager, I had better find the answer - and quickly! Once I find the answer in the company resources, I will immediately add it to our communication binder or training binder so that my team will have the answer as well, should the question come up again."

      Rachelle's Answer for a Marketing Interview

      "Marketing trends are always changing, and I often have clients ask insightful questions about new strategies and marketing methods. I love it when I don't have a comprehensive answer because it gives me the opportunity to research, and find an answer for them."

      Rachelle's Answer for a Retail Interview

      "I am accustomed to having to think on my feet and come up with a creative answer based on the information I have at hand. I'm not going to tell a client something that is untrue or could potentially create a long-term issue. I'm not afraid of putting myself in a position where I don't know everything or am not the expert. I am happy to get out of my comfort zone to grow, learn, and help a customer. I will not hesitate to involve a more tenured employee, do my research, and work collaboratively to find a comprehensive answer."

      Rachelle's Answer for a Sales Interview

      "In sales, there are two important things to remember on a call with a client. One, make sure you're incredibly prepared for any question. Two, it's probably not going to go the way you wanted it to or anticipated that it would. I'm comfortable answering to the best of my knowledge and also saying, "you know what, I'm not certain about that, but I will get you an answer by the end of the day." Then, follow up and get the answer to them in that time frame. I am happy to think on my feet and be a problem solver, but I also know that I am not the expert on everything."

      Rachelle's Answer for a Teacher Interview

      "I am perfectly comfortable handling a situation or a question that is out of my realm. I will first give feedback based on my experience, and then pass the question to the right channel or personnel who I believe can better assist."

      1 Community Answer

      Anonymous Answer

      "I would not say to the client I don't know, rather use this opportunity to learn about the product or service provided. Enough if it means doing extensive research, then getting back to the client or emailing from my side stating this product is used for x purposes."

      Rachelle's Answer

      Wonderful approach! It's terrific that you would take this situation as a learning opportunity. Good reply.

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