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Questions to practise
Tell me about a time you helped a customer.
She wants to see if you are kind to customers and know how to help them.
Tell one real moment. Say what the person needed, what you asked and what you did. Example: "A man needed a gift. I asked what he liked and showed him two choices." Say how it ended.
If you have not worked in a shop, tell me about a time you helped someone anywhere.
She knows you may be new to shops. She wants to see how you help people in general.
No shop experience is okay. Use a story from home, school, volunteering or another job. Say who needed help, what you did step by step and how the person felt after.
How do you like to help customers?
She wants to understand your style with people and how friendly you are.
Give two or three simple actions. For example: you smile and say hello, you ask what they need, and you show them where to find it. Add a short example if you can.
We're very busy on weekends. How would you help a customer who can't find what they need?
She wants to see if you can stay helpful and calm when the shop is full.
Say what you would ask, like "What are you looking for?" Then say you would walk with them or show them. Say you stay calm and help one customer at a time. If you don't know, ask a team member.
A customer is angry in front of the whole queue. What do you do first?
She wants to know if you stay calm and can act quickly under pressure.
Be specific about your first step. For example: "First I listen. I stay calm and say sorry." Then say what you do next: offer a solution, or ask your manager. Speak calmly.
A customer wants a refund but has no receipt. What do you do?
She wants to see if you stay polite and follow the shop's rules when you cannot simply say yes.
Say you listen and stay friendly. Then say you check the shop's rules, or ask your manager. For example: "Let me check what we can do for you." Show you look for a fair solution.
What exact words would you use with an angry customer?
She asks this when an answer is too general. She wants to hear your real words.
Give the exact words you would use. For example: "I'm sorry about this. Let me see how I can help." Polite, simple sentences are best. You don't need perfect grammar.
How do you manage your time when you have several tasks?
Shop staff often serve customers, fill shelves and tidy at the same time. She needs organised staff.
Say how you choose what comes first. For example: "Customers come first. Then I go back to the shelves." Add that you ask your manager if you are not sure what is most important.
How do you work with a team?
Shop staff help each other a lot. She wants someone who works well with others.
Give one example of helping a co-worker or sharing a task. Say you are happy to ask for help and to give help, for example on the till, with stock or with tidying.
What days and hours can you work?
She needs reliable staff and must plan the rota. Clear hours really matter to her.
Give clear days and times. For example: "I can work weekdays after two. I can also work on Saturdays." Say if you are flexible. Be honest about times you cannot work.
First I listen, then I try to solve the problem.
Clara
AI coach
Leo
AI coach
Lines to try
First I listen, then I try to solve the problem.
When it is busy, I stay calm and help one customer at a time.
I can work these days and hours.
Can I help you find something?
I'm sorry about that. Let me see what I can do.
If I don't know the answer, I ask a team member or my manager.
Common questions
What if I have never worked in a shop?
That is okay. You can talk about helping people in other places, like at home, at school, as a volunteer or in another job. Dana even asks about helping someone "anywhere". Show that you are kind, calm and ready to learn.
How long should my answers be?
Aim for about 30 to 60 seconds, or 3 to 5 sentences. Short, general answers like "I am good with people" are not enough. Give one example and say what you did or said. Then stop and let Dana ask the next question.
What if I don't understand a question?
It is fine to ask. You can say, "Sorry, could you repeat that, please?" or "Do you mean a customer in the shop?" Asking shows you listen carefully. Take a short breath before you answer.