Procedural Questions. Procedures are a part of life, especially in the working world. Each company has theirown set of policies and rules that they expect their employees to follow. An intervieweris going to ask questions to determine if you would do things they way they want (forinstance making a sale or handling a customer complaint). Without training, you will notknow with any degree of certainty how the company would want you to handle differentsituations but there are ways to answer that can increase your chances of getting the job.
What an interviewer is looking for in an answer is your philosophy towardscircumstances that occur in the company. Your natural instincts and personality is goingto come through at some point no matter what you have been trained to do. Questionslike, “How would you satisfy a customer if they wanted to return something after thereturn policy has expired?.” can be tricky to answer. The best way to answer them is tobegin with saying, “Of course, if hired I would abide by the company’s guidelines – butin this circumstance I would…”By starting your answer with this phrase you are showing that you recognize a companyis going to have its own policies and ways of doing things and that you are flexibleenough to modify your way of doing things to align with those processes. Even roleplaying scenarios for are a test to see if your way of thinking is in line with thecompany’s. This genre of question can backfire on you though if your answer iscompletely opposite what the company is looking for. If you have done your research onthe company prior to the interview you should have a good idea of how they handlecustomers and sales in general.