Tesco Interview Preparation: Situation Questions

A customer asks you about their dotcom order, you don't know much about it because that is a different department that you have not worked in. What do you do?

Direct the customer to the customer service desk

You are still getting to know your team when your manager asks you whether you would like to help out in another department. How do you react?

Help out in the other department and get to know my colleagues there

As a Customer Assistant, customers are your top priority. You will often be asked questions by customers whilst carrying out other important responsibilities. How do you feel about that?

I am happy to answer any questions and do not mind helping customers whilst carrying out my responsibilities

Working as a customer assistant, you will be working during some of the busiest times. How do you feel about that?

I am happy when I am kept busy and look forward to interacting with lots of customers

Competency Questions: STAR Technique

Situation - where did it happen? Task - what were you expected to do? Action - what did you actually do? Result - what was the outcome?

You are tidying an aisle when you hear a couple behind you discussing prosecco for a party this evening. What do you do?

Stop what I am doing and be available for the customers to approach me for help

Working as a customer assistant, you will often be interacting with customers who have high customer service expectations. How do you feel about that?

I like serving customers and will do my best to delight them on their shopping trip

Working as a customer assistant, you will be working in a team and will often need to ask team members for help or advice. How do you feel about that?

I like working in a team and I am really happy to ask others to help me when needed

A customer asks about a particular type of corn flakes, we have sold out of that particular brand. How do you respond?

Present them with the Tesco own brand alternative (not forgetting to apologise first)

You have just helped a customer find the crumpets and they continue to chat to you about what they have been doing that day. You need to finish refilling the bakery. How do you respond?

Take time to chat with the customer. Listen to their stories and see if I can help with further shopping

A member of your team is preparing a customer promotion. She has just been asked to help on checkouts and asks if you could take over. You are currently helping a customer. How do you respond?

Tell the team member I will help after I finish helping the customer