SAMPLE QUESTIONS

Structured Employment Interview (SEI) questions are based on the tasks and skills required to successfully perform the target job. These questions require candidates to describe situations they have handled in the past that relate to those they will face in the new job. Each SEI system includes two sets of behavioral interview questions for each skill, giving clients flexibility in structuring their interview process.

Sample questions are provided below:

Question 1A - Developing Customer Rapport
Skill Definition	Interacting with customers in a pleasant and professional manner, diffusing insistent or angry customers, meeting customer needs, and ensuring customer satisfaction and loyalty.
Primary Question 1A	Employees interact with a variety of customers. Sometimes customers may be angry or frustrated. Describe a time when you dealt with a customer who was demanding, impatient, or angry.
Follow-Up Questions	- Why was the customer upset? - How did you respond to the customer's requests or demands? - What was the outcome of your actions? - Was the customer satisfied? - Why or why not? - How did the situation affect the rest of your day?

Question 1B - Developing Customer Rapport
Skill Definition	Interacting with customers in a pleasant and professional manner, diffusing insistent or angry customers, meeting customer needs, and ensuring customer satisfaction and loyalty.
Primary Question 1B	Sometimes employees must communicate sensitive or unpleasant information to customers. Describe a time when you had to communicate unfavorable information to a customer.
Follow-Up Questions	- What did you have to tell the customer? - How did you communicate the information? - How did the customer respond? - Were you able to keep the interaction positive? If so, how? - What was the outcome of this situation?