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INTERVIEW QUESTIONS

Why did you apply for this job?

Why do you want this position?
What interest you about this position?

I’ve worked for ABC company for x amount of years, and I’ve enjoyed every minute. I’d
like to work for Xyz Company because they are industry leaders and I want to work
with the best people and products that I can. There are exciting times ahead for the firm,
particularly in light of the firm’s recent announcement that it was expanding its product
range by 25% over the next 24 months. I feel that my drive, creativity and determination
will be an asset to the firm and will enable me to succeed in this role. This position
would enable me to apply my skills in an exciting and challenging environment.
I think this position is a perfect match for my talents and my career goals.

What did you dislike most about your last job?

I enjoyed my last job very much and I really don’t have any feelings of dislike towards it.
The reason I decided to leave was because I wanted to join a multinational company
where I company where I could expand my horizons and broaden my experience on an
international platform.

How do you handle stress?

I’m not the type of person that becomes stressed very easily. However, if in an extreme
circumstance I did start to become stressed, I would look to the cause of it and attempt
to identify a solution. I would certainly not be afraid to look to others for their input and
assistance. In a working environment I think stress comes around from pressurized
situations. In such cases the best solution is often one of situation management until the
crisis abates.

Why should we hire you?

I believe that I’ve got the skills and enthusiasm required to fulfill the role that is
available. I think I’d be a valuable asset to the firm and, from my experience, I’m sure I’d
make a positive contribution to the company’s ambitions.

Why would you like to work for me?

I’ve been aware of your reputation for some time. You’re regarded as an innovator
within the industry and beyond. I appreciate that your team’s success is due to a
number of factors, not least of which is hard work. I’m an excellent team player, I’m a
very good problem solver, and I work hard to get the job done. For these reasons, I’m
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confident I’d be an asset to your group. I hope that my experience shows I’m suitable
qualified to fullfill the position.

I know that your position within this firm speaks for itself. My ideal manager is
someone that fosters excellence, innovation, and success as well as personal and
professional growth. It’s widely recognized that xyz’s Corp’s strongest asset it its staff
thanks to its strong belief in training and development. For these reasons, this is a highly
desirable role.

Why are you seeking a new job?

I’ve worked with ABC company for 6 years. During that time I’ve achieved all of the
goals I set myself and I’ve enjoyed every minute. Now, however my aspirations extend
beyond those of ABC co, I would like to tackle a new challenge in a different
environment.

What makes you think you are qualified for this job?

I studied a diploma in computers which I enjoyed immensely. In my last job I was able
to apply knowledge I’d gained on this course to do my job better. I streamline many of
the department’s manual tasks by moving them from paper to a computer based
solution. I am also involved in the kaizen committee whereby staff is encouraged to
continuously seek ideas and propositions to eliminate waste to help improve their jobs.
This has helped me build tem working skill, as I was required to work together with
staff in order to propose ideas to the global kaizen competition.
When I worked at ABC company, I voluntarily attended a series of in-house personal
development training programs.

I am fais/fica accredited and I attended various courses within Wesbank such as

racism/sexism course, stress management etc. My training has enabled me to gain
promotion into a supervisory role in my current job.

Do you have any financial qualifications?

Yes, I took a finance module for two semesters in college. I’ve been surprised how useful
my financial knowledge has been during my career. It has helped me analyze financial
reports and projections. There’s no dought that I’m a better manager for having this
knowledge.

No, I haven’t had the opportunity to take any formal financial training yet. However I’ve
had an informal training through the various project roles I’ve fulfilled.
I’ve gained some very good experience projecting budgets and preparing financial
statements and I would feel comfortable undertaking similar duties.
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This is a much smaller company than you have ever worked at, how do you feel about
that?

It’s great, I’ve learnt a lot working in a large organization and I’m looking forward to
applying my knowledge and experience in a smaller arena. I’m under no illusions that
the task ahead will be every bit as challenging as my previous role, if not more so, but
it’s a challenge I’d relish.

What do you know about this organization?

I know that Xyz Company has been in existence for? years. It was founded by ???? with
aspirations to make it the number 1 in two years. It’s renowned as an ambitious and
highly progressive company and I believe it has a very bright future. I also like the fact
that Xyz Company isn’t a company that rests on its laurels.

What are your strengths? How do they help you?

I’m well motivated, I’ve got a strong desire to succeed, and I’m always ready and willing
to learn new information and skills.

What are your weaknesses? How do you overcome them?

I’m always ready to learn new skills and adapt my methods to become better at what I
do. If I become aware of a weakness in my knowledge base or in the way I perform my
duties, I do my best to fill that gap whether through formal training, informal training or
directly from my colleagues.

Tell me about yourself?

I’m an ambitious, self motivated admin agent, and I’m very happy in my life right now.
I’m looking to change jobs because I feel I’ve achieved all the goals I set out for myself
when I embarked in my previous role, 5 years ago. I’ve still got a strong appetite for
success and I’m looking for a job that will provide fresh challenges and rewards.

Do you like to work as part of a team or alone? Why?

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I work very well when I’m part of a team, I value the ability to bounce ideas off other
people and also provide my input, whenever it’s wanted. Off course I’m more than
capable of working alone whenever I’m required to do so too.

What did you like most about your last job?

I really enjoyed my time at ABC company. It was a great company, with a lot of very
talented people. I was probably most impressed by their training program. The three
training courses I was allowed to take (stress management, problems solving, conflict
management course, assertiveness course) definitely added to my skills and enabled me
to improve my job performance. However I felt it was time to move on and take the
skills I have learned and apply them in a more challenging environment.

What is the most difficult challenge you have had to face?

When I assumed the role of Admin Sup at ABC Co, the team morale was low, staff was
dissatisfied, and deadlines were repeatedly being missed. The first step I took was to set
a realistic timeline for improving the situation.
I knew that creating unrealistic expectations would only increase the chances of failure
and exacerbate the situation. Next, I re-organized the team structure to improve
customer and product focus. I also worked with the business users to prioritize the work
schedule. This allowed us to reduce the number of customer complaints we were
getting, which in turn enabled us to better focus on our core deliverables. Six months
later, the staff was happy and the team was happy.

What difficult decisions have you made?

A difficult decision I’ve made recently was to leave ABC company. I enjoyed my job and
I’d learnt a lot during my 6 years with the firm. Although I thought long and hard about
my decision to move on, this decision was made all the more difficult when I was offered
an increase for staying with the firm.

Does your current employer know that you have been interviewing for another job?

No: I’m sure they are aware of my discontentment; however, I do not plan to tell them
that I am interviewing. Once I have a firm job offer that meets my expectations, I will
announce my decision to leave.

Yes: I have an excellent relationship with my current employers and felt it was only fair
to allow them to start preparing for my position to be vacated. I’m confident its time to
move on.

How do you correct a mistake?

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My first reaction is to analyze the consequences of my mistake and assess whether

immediate action is required prior to finding a more permanent solution. Depending on
the nature of the mistake, I would notify my manager of the issue and relate to him the
steps I planned to take to rectify the situation. I would also consult with my colleagues
to find the best possible solution. Finally, I would set about correcting the mistake in a
timely and diligent manner.

What are the most important rewards you expect in your career?

Being a valuable part of a successful organization is a reward in itself. Within the

organization I feel that advancement and responsibility are suitable rewards. While
salary is important, I hope it would reflect my role and responsibilities within the firm.

What do you expect to be doing 5 years from now?

I would like to be in a managerial role, ideally working closely with external clients.
I have worked in client facing roles for more than two years and I enjoy the challenge of
keeping customers satisfied. I think it’s something I’m good at.
I would also like to take on additional responsibility within this area, and possible areas
such as…..
Finally, I’d like to be on the right career path towards eventually becoming a senior
manager within the company. I’m very aware that these are ambitious goals, however I
feel that through hard work and dedication they are quite attainable.

Have you ever been disciplined by your manager?

In my very first job after college I was disciplined for being late for work. I feel the
disciplinary action was very harsh; at the same time I realized there was room for
improvement in my attendance. I changed my working hours immediately, making a
conscious effort to arrive for work before 8. My manager commended the change in my
behavior and it’s a habit I maintain to date.

How would your colleagues / staff describe you?

I think they would describe me as being a tough yet a fair person who is easy to
approach, open to suggestions and driven to achieving success.

What accomplishment has given you most satisfaction?

I joined ABC company as a contact center agent. At the time I was very “green” and
knew very little about the business. However I enjoyed what I did and decided to learn
more. I worked extra hours, attended training courses in my own time, and worked
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closely with experienced members of the team to gain from their knowledge. I now
manage a team of 13 people and have a valuable experience in customer relationship
management. I’m proud that I have accomplished these achievements through my own
endeavor and hard work.

If offered to you, how long do you plan to stay in this role?

I approach every new job with a long-term view. I would like to think that I can make a
positive contribution to Xyz Company for the foreseeable future.

What do you think it takes to be successful in an organization like this?

I think determination, a willingness to work hard and a desire to excel in everything you
do are key attributes for a successful employee in a company like xyz. A successful
employee would also need to handle pressure well, be a great communicator and an
excellent team member. These are attributes that have helped me to succeed in my past
positions and ones that I would like to apply at Xyz Company.

I’m worried about your lack of ………..experience?

I don’t feel you have anything to worry about. While I’ve only been a designated
supervisor for a year, I’ve spent 18 months as the most experienced member of the team
and in many situations I effectively led the team. I very much enjoy team management
and am confident in my own abilities.

What motivates you?

I need very little motivation in work or any other aspect of my life. I have a strong
natural drive and I take great pride in my work. I want to be successful in everything I
do, and I will not settle for second best. That is all the motivation I need.

Are you competitive? Is that good or bad?

I’m a quite competitive person, but not overly so. I’d say the person I compete with most
is myself. I work hard to achieve the goals and targets I set myself.

Can you work in a team?

Absolutely, I feel very comfortable working in a team. I feel I have the necessary skills to
communicate my own ideas and also to illicit contributions from my fellow team
members. It’s hard to imagine a project I’ve worked on where teamwork has not been a
key.
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What type of people do you find difficult to get along with?

I’m a very social person. I enjoy being around people and I get on very well with people.
I don’t think there’s any type of people that I don’t get along with.

In what kind of a work environment are you most productive?

I think the modern workplace is is varied, it’s important to be capable of productivity in

a diverse range of environments. My favorite environment would be one with good
communication and great teamwork, but that’s usually something you must work to
build, rather thank expect to find it ready-made.

How do you measure success?

I measure my own personal success by how well I’ve achieved the goals I set for myself.
I feel I’ve been successful to date – I attended a college of my choice, I spent 6 successful
years at Xyz Company. The key in being successful is to set challenging yet attainable
goals, while always remaining focused on what you hope to achieve. My current goal is
to succeed at this interview.

How do you respond to critism?

I respond very well to critism, especially if it’s constructive. Accepting constructive

criticism and advice from colleagues is one of the best ways to learn. I’d like to think that
I learn quickly from any advice that I’m given.

Name 3 adjectives that can be best used to describe you?

Reliable, hardworking, conscientious, innovative, smart, intelligent, communicative,

organized, diligent, energetic, likable.

What do you know about the position you’ve applied for?

What duties do you think this job entails?

A banker/ supervisor reports to the manager of the department. His/her role is to

manage people, PS you need to look at the job spec to answer this question.

Do you interact well with people?

I’m a very social person, I enjoy being around people and I get on very well with people.
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What concerns you about this job?

I have no concerns about this job. I believe it closely matches my skill set and is a natural
progression in my career. I look forward to the challenge but am confident that I can
make a success of this role.

What challenges do you think you will face in this job?

What problems do you think you’ll face in this job?

Having worked in a similar role at ABC company, I expect that this job will present
regular deadlines to meet, strains on resource availability, conflicting priorities, and
budgetary concerns to name but a few issues. These are challenges that I’ve successfully
tackled in the past and I’m sure that record would continue here. I relish a challenge and
there’s nothing that I’ve seen in this job that intimidates me in any way.

How long would it take before you could contribute to this company?

I’d need to get a better idea of the full responsibilities associated with this job, along with
an idea of the complexities of each.

If you were offered this job, what factors will dictate whether you accept it or not?

I’m at various stages of the interview process with a number of firms at the moment. My
preferred position will be in a company that offers a challenging environment, a
prospect for promotion, and a rewarding working experience. It’s important to me that I
work for a company with bright prospects and strong desire for success. Obviously XYZ
company is one of my preferred companies.

Where do you see this company going?

XYZ company is the number 3 firm in the financial sector. The company does not hide
the fact that it wants to lead the sector within two years. I believe that the firm can
achieve this. It’s a young company with a dynamic workforce and a tremendous growth
rate. XYZ company bright future make it a very attractive place.

Would you like your supervisors job?

Naturally I’d like to be promoted through the company. However, this is a goal rather
than an expectation. I hope that by working hard and proving my value to the firm I’ll be
rewarded with more responsibility.

What is most important to you – salary or advancement?

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Off course salary is important, but I don’t believe that it’s the most important aspect of
any job. I’d rather be promoted with the aim of making a greater contribution to the
firms goal’s. Ideally I would hope that my salary would reflect my position withing the
company and the contribution I made to the organization.

Answer 2: Could you tell me more about how salary or advancement occurs withing the
company?

HOW DO YOU HANDLE A DIFFICULT CLIENT?

In every business, mistakes happen, and customers get angry, but when a problem is
fixed and it stays fixed, loyalty actually increases.
5 steps to deal with an angry client:
1. LISTEN- carefully to the person who is angry, active listening requires much
effort, and it cannot be accomplished when a person is distracted, stop
everything you are doing, and give your customer your 100% attention.
2. EMPATHISE- with your customers concerns, one way of showing him that u
sincerely care is to thank him for bringing the problem to your attention.
3. APOLOGISE- when an apology is said sincerely, the words “I’m sorry” can
remove as much as 95% of most people’s anger.
4. RESOLVE-the problem. Assure your customer that you will do everything to
resolve his problem and make sure it stays fixed.
5. LEARN
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. REMAIN CALM
. AS A SERVICE AGENT, ONE SHOULD SERVICE THE CLIENT BY
ENDORSING A PROFESSIONAL IMAGE OF THE COMPANY.
. LISTEN TO THE CLIENT ATTENTIVELY, POLITELY, NOTE DOWN HIS
COMPLAINTS.
. ESTABLISH RELEVANT FACTS BY ASKING OPEN-ENDED QUESTIONS,
REMEBERING TO REMAIN EMPATHETIC AND OBJECTIVE.
. WHEN A CLIENT CALLS YOU AND IS ANGRY THIS SHOULD NOT BE
TAKEN PERSONALLY.
. INFORM YOUR CLIENT OF THE NEXT STEP YOU INTEND TO TAKE TO
RECTIFY THE SITUATION AND FOLLOW UP.
. UNDER NO CIRCUMSTANCES SHOULD YOU BLAME THE SYSTEM OR
YOUR COLLEGUES FOR MISTAKES
. LASTLY AVOID ARGUMENTS, ASSURE THE CLIENT THAT YOU
UNDERSTAND THE COMPLAINT AND THAT YOU WILL ATTEND TO IT.

What did you like best and least about your previous job?

What I liked about my last job, was the fact that there was good on the job
training. I was able to really develop
My customer service and computer skills, which I know will help me succeed
Here if I am fortunate enough to be
able to join your team.
The management style at Wesbank is pretty hands off, and this was fine for me, because
I am self-motivated and work hard to achieve,

Describe a time when you had confrontation with an employee, colleague etc. How do
you handle conflict?

The lack of management structure at Wesbank sometimes allowed some of my

Teammates to slack off from time to time and I often ended up having to pick up
The extra work, I would not mind that sometimes, but it became often after a
While, I had to constructively approach my manager and let her know what was
Going on without creating any friction between me and the slacker teammates, in
The end it worked out well, because I was pro active.
I know that everything cannot run smoothly at work all the time, when there is
Conflict I try to determine the source of the problem, and get my team involved
to try and choose a best possible solution.
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What have you learned from your mistakes?

I have been successful at every job I have had, but I had the normal ups and
downs. I’d say that I do actively try to monitor my work habits and the quality of
my work so that I can constantly be improving myself. E.g. I have 1 or 2 hiccups
with customers where their satisfaction was not where I thought it was, I learned
that I have to really monitor certain difficult customers closely and take there
temperature so I can keep their satisfaction level as high as possible. Have you
had many customers like that here?

Give me an example of a problem you faced on the job, and how did you solve it?

I try to take a systematic approach to problem solving, where I take the time
gather the relevant data, clearly define the problem or goal, and then
come up with the possible solutions. I think it is important to get the information
and clarify the problem first before you start coming up with possible solutions
E.g. At
Wesbank, I had a client who was accidentally refunded twice in error by the bank.
One of the consultants called the client and requested that he give the money
back to us, the client assured us that it was no problem, he would sort this out
with his bank and have the money back to us, however in order to have this
done, it would take up 4 hours of his time, and 4 hours to him is R7000.00, so the
client refunded us R7000.00 short of the money he owed to us,

What I would have done in this situation is simply, to a manual debit order from the
customers bank account, apologize for the error and inconvenience caused, and send
him a complimentary gift compliments of wesbank, this resulted in a write off of
R7000.00 which could have been prevented if the staff member thought smartly and not.

Describe a situation when working with a team produced more successful results
than if you had completed the project on your own.
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Well, I have worked both independently and as a member of a team throughout my

career. I enjoy both and can do both equally well, I will have to say, and that working
with others has often yielded great results for projects.
Working with others allows you to data-mine other peoples skills and experience, get
perspective and ideas that you could not have gotten on your own, when working with
people I am able to pick their brain, to get things done, e.g., coming up with a kaizen
idea,

Describe a time when you were faced with problems or stresses at work that tested
your coping skills, what did you do?

I think it’s important to remember that stress affects anyone and everyone, and to accept
the fact that people are going to have bad days. This is why I try to give people the
benefit of the dought when they seem to have a short fuse, what I personally do is try to
control my response to a situation. You can’t necessarily control what happens to you,
but you can control your response. I try to determine the cause of the stress, and only
then can I decide what to do about it. E.g. On several occasions I have customers that
actually yell at me, what I do is stay calm myself and not let them get under my skin.

What was your role in your department’s most recent success?

I guess that would be my most recent project, we recently converted to a new system,
and I suggested that we advise clients of this, as with every business, when a chance
happens, you are bound to run into some problems. I handled all the communication to
the staff, as well as to clients, notices of some sort had to be send to the clients so that
they were aware of the change and forthcoming problems that we anticipated, once the
new system took place, clients still had to be regularly updated accordingly with the
happenings of their accounts, this was an ongoing process that required a lot of
communication and teamwork with my team as well as the client, I think my role was to
clarify the scope of the project and then manage the clients expectations. In the end,
although we confronted some problems, the clients dint get upset with us, as they were
well aware of the major change we underwent. Everyone felt great because most of what
we anticipated would be a disaster ran smoothly. Is this the kind of experience that
would help me to be successful here?
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What do you wish to gain from our company?

I am very excited about getting to know and grow with your company, and to be given
the chance to propose my ideas. With my prior experience I know I can provide insights
and make contributions and I will also learn so much from the excellent team you have
in place, I have much to off and also much to learn.

What do you think is an employee’s responsibility?

As an employee, one has several responsibilities to your employer?

- to perform a good days work

- to be loyal, earn employees trust
- to be a team player, grow with a passion for the company
- value relationships

What do you understand about our company?

I understand that you are one of the top ten companies in the finance industries, and you
aim to expand and develop.
Competition is tough but you have an advantage in that you offer products that is
equipped to meet various clients needs such as ………

Why should we hire you?

Your organization needs………. (Skills and experience) and I have it because I
did…………………., I can provide………………..
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Why do you want to change jobs?

I see this as a career move in my career, I also want to change jobs because your
company is known nationwide, I would like to work for a company with a stable and
productive background, and one which I can also retire from.
The opportunity to work for ………….. is just what I had been looking for, because of
my radiant personality I feel that I will fit in well with the job description?

What if your manager and supervisor told you to do something at the same time, how
do you handle priorities or how do you react to pressure.

Look at the priorities of each person’s request and determine which persons request is
more crucial. E.g. if the ceo asked you to do a favor and get flowers for a staff member,
and your immediate supervisor needs a report for a client that is waiting, then you have
conflicting agenda’s.
I would attend to the supervisors request immediately and in between make quick
telephone calls about a floral service or use and online resource.

Where do you see yourself in five years time?

I started out in my profession as a contact center agent, from there I transferred to a

more advanced position in admin, and now I am in the marketing sector. This has been
my pattern for my career whilst at Wesbank, I learn quickly on the job and I am always
willing to go to workshops to augment my experience.
I am able to assume greater responsibilities and add more value to the organization; I
don’t think in terms of titles, I think more in terms of how can I solve the problem? Since
this has been my career style to date, I do not imagine it to change. In 5 years time, I feel
I will have continued to learn, to grow into a position of more responsibility and will
have made a significant contribution to the organization.

What are your strengths?

I am always complimented on my excellent interpersonal and communication skills, I
am a person who is customer focused, loyal, as well as determined. I have sound
planning and organization capabilities.
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What are your weaknesses?

I am sometimes too meticulous about the quality of my work?

Describe yourself?
Consentious, hardworking, technically competent, Honest, courteous.

What have you learnt in your last job?

I have learned to appreciate my complaining customers?

Instead of asking customers what they liked about your service, rather ask them
what they don’t like, and then be prepared to hear an earful of complaints,
suggestions and ideas, I have learnt that it is this kind of feedback that
companies choose to ignore or make excuses for. As a loyalty focused employee,
you need to listen carefully to what the client wants and then take action to fix it,
when you honor this kind of feedback, can you then use it as a tool to gain?
customer loyalty.

What is customer service and what does it involve?

Concern for your customer, sincerely care about your clients, and convey that caring in
your interactions with customers. Conscientiousness- always do what you promised in a
timely manner, this is essential in earning the customers trust.
Co- operation, team player- if your co - workers need a hand, roll up your sleeves and
help out.

Closing statements:

I really appreciate you taking the time to speak with me about the position of ………….
What you had to say about the job makes it sound even more exciting, I am extremely
interested in the position and feel that my background in Wesbank and my 4 years
experience in Toyota financial services really makes me a strong candidate, I would like
to follow up with you next week to see where you are in the hiring process, may I give
you a ring?
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If you need anything from me in the meantime, than by all means, shoot me an email or
give me a ring. Lastly I would like to say, that I really want this job, and I hope you will
offer it to me, thank you for your time, I look forward to hearing from you.

WHAT IS CUSTOMER SERVICE?

. MANNER IN WHICH WE TREAT OUR CLIENTS BY PROVIDING THEM

WITH GOOD SERVICE, THIS INCLUDES EXEEDING THE CUSTOMERS
NEES, FEEDBACK, SUPPORT.

DEFINE WORKING AS A TEAM AND WORKING AS A GROUP?

WORKING IN A TEAM:

. INDICATES THAT THE INDIVIDUALS ARE CAPABLE OF INTERACTING

WITH OTHER
TEAM MEMBERS AND POSESSES THE SKILLS TO REACH THE GOALS OF
THE TEAM
NOT AS INDIVIDUALS BUT IN A COMBINED EFFORT.

WORKING AS A GROUP:

. INDICATES THAT THE INDIVIDUALS COULD REACH DIFFERENT

CONCLUSIONS
REGAURDING THE GOALS TO BE ACHIEVED AND DONOT HAVE THE
COHESION OF
TEAM MEMBERS.

How do you deal with people from diverse backgrounds?

Describe a time when you promised but didn’t deliver in time:

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