The Best Answers to Tough Interview … - offer

31. How do you regroup when things haven't gone as planned?

Describe a time when some obstacle forced you to change your original
plan, but you were still able to achieve the desired result. Did you rally
the support of others to make this happen? With hindsight, how might
you have better predicted the obstacle?

"I start by trying to imagine the worst possible outcome; then I back up
and identify precautions I can take to avoid that scenario. In this way I
usually end up with a result close to the original goal. The training
example I described earlier is proof of that skill."



32. Why is service such an important issue?

The interviewer is trying to determine if the candidate understands the
importance of customer service in establishing a positive image in the
marketplace, and its impact on new business sales. Outstanding
customer service is also a great help in establishing long-term clients
and repeat business-the profitable company's bread and butter. The
longer the relationship, the greater the possibility for profit.

"Service is a major contributor to customer satisfaction. Just as
important as, or maybe even more important than, cost. If a customer
isn't receiving a level of service that meets or exceeds his or her
expectations, that customer won't be a customer for very long. In
addition, that customer's experience with your company may affect how
potential customers in the marketplace view your company. People do
talk and share information. This may affect not only profits but future
sales as well. In many instances service may be the one thing that
distinguishes a company from the competition. A bad reputation for
service may compromise a company's position in the marketplace."



33. Tell me about a time when you had to deal with an irate
customer. How did you handle the situation?

How you react when others lose their temper or become upset is very
important in most positions, especially those in service industries. The
interviewer will be looking for evidence of your aptitude for work that
involves a great deal of contact with the public. Give an example of a
time when you were faced with a difficult person and how you handled
it. Your answer should illustrate your maturity, diplomacy, and
awareness of the needs and feelings of others.

"My customer service position at the telephone company involved
dealing occasionally with irate customers. When that happened, I'd try
to talk in a calm, even voice, in order to get the person to respond in a
businesslike manner and focus on trying to resolve the situation. Most
times I was able to rectify the problem and pacify the customer, but I
remember one incident in particular in which the caller became
verbally abusive. I tried to remain calm and professional and not to let
my personal feelings enter into the situation. I didn't respond to the
abuse, I just made a not of it and continued to help he customer as best
I could. When the abuse persisted, however, I politely asked him to call
back and ask for my manager, because at that point I knew I shouldn't
resolve the problem."



34. How do you manage your work week and make realistic
deadlines?

To answer this question effectively, describe in detail how you
establish priorities, set deadlines, and determine schedules.

"I always reserve two hours of dead time every day to handle any
unanticipated problems that may occur. I used to plan for eight or nine
hours of project time, but now I find that I'm able to manage my own
projects, as well as whatever my boss and staff need from me."



35. What personal skill or work habit have you struggled to
improve?

This question is similar to "Describe a professional skill you've
developed in your most recent job." However, here you probably want
to discuss an improvement from the earliest days of your career or from
your relatively distant past. Make sure you convince the interviewer
that this particular work habit is no longer an obstacle.

"I had to learn to say no. I used to be helpful to the point that other staff
abused my goodwill. Now I offer to help by countering with something
I'd like help on in return. On balance I believe the trade-off is more
equitable, and cooperation in our office has improved over time."



36. What color is your brain?

Be aware that you'll probably be asked zany questions. The point is not
to stump you, but to find out what makes you tick. When the standard
interview questions are asked, people are prepared, and it's harder for
the recruiter to get to know the real person. An advertising recruiter, for
example, tries to avoid this. There is no right or wrong answer to this
type of question. In fact, the recruiter won't even really care what your
answer is. He or she just doesn't want to hear something like, "I don't
know, I guess it's blue because that's the way I imagine it." The point is
to see how creative you are and how you think. Be sure to explain why
you answered the way you did.

"My brain is red because I'm always hot. I'm always on fire with new
plans and ideas."



37. If you got on an elevator where everyone was facing the back,
what would you do?

Interviews in creative fields like advertising and graphic design are
different from other types of job interviews. Advertising recruiters tend
to have a different interview style and process, usually conducting more
of a behavioral interview. Recruiters ask questions like these to figure
out what your behavior might be in a particular real-life situation.

"I think I'd face the front anyway and say aloud, 'It's really much more
comfortable facing forward, you know.' "



38. What's the most creative or innovative project you've worked
on?

Provide examples of your initiative and resourcefulness. Discuss how
your leadership skills have helped you accomplish your goals. Give a
specific example that shows a creative, new, or unusual approach to
reaching your goals.

"During my summer job at Cellular One, I noticed that the sales
inquiries were distributed haphazardly to all the marketing assistants
in the office. I decided to set up a system grouping inquiries according
to region or according to company size. This approach enabled the
entire marketing team to come up with better and more creative
solutions to our sales problems."



39. Consider the following scenario: You're working late one
evening and are the last person in the office. You answer an
urgent telephone call to your supervisor from a sales rep who's
currently meeting with a potential client. The sales rep needs an
answer to a question to close the sale. Tomorrow will be too
late. You have the expertise to answer the question, but it's
beyond your normal level of authority. How do you respond?

This response shows that the candidate is confident in his or her ability
and can be counted on in an emergency. Similarly, your answer should
indicate that you're not afraid to be the decision maker in a tough
situation, even if the situation's beyond your normal level of authority.

"I'd get all the pertinent information, taking well-documented notes. I'd
answer the question based on my knowledge and the information
provided. I'd leave my supervisor a note and fill him or her in on the
details the next morning. I'd be sure to explain my decision, as well as
the thought process behind it."



40. Give me proof of your persuasiveness.

This is a question about leadership, but try not to use an example in
which you were the designated leader. If possible, describe a time when
you didn't really have authority but instead used your powers of
persuasion to get people on your side. Describe your goal and the
outcome of your efforts. Why did people trust or believe you?

"During my summer internship I was assigned the task of conducting a
benchmarking study for all the communication expenditures for a
major utility. I had to get the consensus of employees in several
different departments. Unfortunately, they resented the fact that I was
just a summer intern, and they refused to cooperate. I had to schedule
individual meetings with every employee and persuade each one that I
was doing what would be ultimately to his or her own department and
to the company. After a frustrating month, I finally got everyone's
cooperation, the project went flawlessly, and in the end I received a
bonus for my efforts."

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