Interview Guide

 Retail is the process of selling consumer goods or services to customers through multiple channels of
distribution to earn a profit.

 Retailers satisfy demand identified through a supply chain.
The term "retailer" is typically applied where a service provider fills the small orders of many
individuals, who are end-users, rather than large orders of a small number of wholesales, corporate or
government clientele.
 Shopping generally refers to the act of buying products. Sometimes this is done to obtain final goods,
including necessities such as food and clothing; sometimes it takes place as a recreational activity.
Recreational shopping often involves window shopping and browsing: it does not always result in a
purchase.
 E-COMMERCE- E-commerce is the process of selling goods and services over the
internet. Customers come to the website or online marketplace and purchase products
using electronic payments. Upon receiving the money, the merchant ships the goods
or provides the service.
 INBOUND- means the customer are the one making the calls.
 OUTBOUND- means the agent calls the customer.
 WHAT IS ATTENDANCE FOR YOU?
For me attendance is very important and must be valued. This is how we are being paid and being
evaluated how productive we are as employee. This is why we should make it a habit to report to
work as much as we can.
 WHAT IS THE WORD THAT BEST DESCRIBES YOU?
The word that best describes me is patience. I am kind of person who’s always willing to wait, as I
believe that good results take time to happen. As the representative, I would understand the
customer’s concern and I would be patient as I walk them through each step.
 WHAT DO YOU KNOW ABOUT THIS COMPANY?
I know that this company is one of the leading companies in the call center industry, you have several
sites in the Philippines. 16 sites in total. I also happen to know the accounts in this call center
company are very stable because this is what my friend who work here tell me.
 WHAT IS CUSTOMER SATISFACTION FOR YOU?
This is when the customer became happy with the solution provided and will thank us for solving the
issue. They will probably recommend our company to their friends and relatives in the future.
 CAN YOU SHOW US THE DIRECTION FROM YOUR HOUSE TO WORK?
From home to office, It will be just 1 ride. I’ll walk first to reach the main road. After that I’ll ride a
jeep and it will drop me right in front of the lobby of your office. It’s a short 30 minutes ride and 1
hr. with traffic.
COLLECTIONS MOCK CALL SAMPLE (OUTBOUND)
 hello, this is from (abc corporation). Calls are recorded for quality purposes. Is this the residence of
edward collins? (OPENING SPIELS)
 am i speaking with edward?
 alright. Edward, your account requires immediate action. I have an important information about your
(abc corporation account). Due to the sensitive nature of your account information, i will need to
verify your identity for security purposes before proceeding. Please provide your date of birth.
 Thank you! Our records indicate that your account with (ABC CORPORATION) is past due with a
balance of 70 dollar. You can pay this balance of 69.33 dollar with a credit card. If you make a
payment today, I can waive the late fee of 20 dollar. Would you like to make a payment for 49.33
today to avoid further collection action?
 Great! You can pay with Mastercard or Visa. Do you have a credit card ready for this transaction?
 I’ve waived the late fee of 20 dollar. And you’re making the one-time payment for a total of 49.33.
And let me confirm that you approved this transaction.
 Your transaction has been processed and your transaction number is 1234567890.
 And if you have any questions regarding your account, please call us back at 800-504-3644.
Our office hours are 8am to 5pm, Monday-Friday.
 Thank you so much for your time, Edward. Have a great day!
OUT-OF-THE-BOX INTERVIEW QUESTION

1. WHAT WEIGHS MORE; 100 POUNDS OF FEATHERS OR, 100 POUNDS OF QUARTER?
Both feathers and quarters weigh the same.
2. IF YOU WILL $1MILLION TOMORROW, WHAT WOULD YOU DO WITH IT?
If given luck to won such a huge amount of fortune, I will use it to pay off my debts, share some of it
to charitable cause, and invest it in a business that will help me and my family earn passive income in
the future. Even so, I won’t quit my job and still work in this company as I strongly believe we
shouldn’t rely on pure luck, but rather in hard work as well.
3. SELL ME THIS PEN.
-Hi, (name of the interviewer) How’s working in the office, so far?
-Perfect! I’d love to show you something. I have here our newly released set of pens. It is super
comfortable to use, it makes your writing nicer than ever, and it costs less than you imagine it would,
plus you can use this in the office when signing papers!
-Oh, I see. That is totally fine. Here’s the deal, I’ll give this pen to you for free so you would
experience how good the quality is. After that, let me know if this pen is worth-buying or not. If it is,
then you can definitely give this a try!
-You seem like a person with a lot of responsibilities on your hands. Well with your busy schedule,
this refillable pen is best for you. It has a refillable ink compartment and each buyer will receive 10
free ink refills with their purchase. That’s enough ink to operate this pen for 5 years and more. And if
you purchase one today, you’ll get a second pen fore free. So, what do you say? Are you ready for
your life to get easier?
4. DESCRIBE THE COLOR RED TO A BLIND PERSON.
RED
Since, I am aware that the person I am speaking with is visually impaired, I will not be able to let him
use his sense of sight to identify a certain color. However, I can still use his other senses for me to
explain it better. I can use his taste, touch and smell for that matter. I’ll describe the color red to him
this way, you can determine the color red by tasting something spicy as chili as red in color and it
makes you feel like your tongue is burning and your lips turning reddish.
BLUE
you can determine the color blue by coolness, intelligence, and calmness.
I will tell him this, how you feel when swimming in the water, the cool wetness that feels relaxing, is
how blue feels.
YELLOW
Yellow is usually friendliness, cheerfulness and confidence.
I will tell him that yellow is bright and happy.
GREEN
Green is when you hear trees rustling and birds singing, that is what green sound like.
ORANGE
Orange is usually warmth, security and having enough food.
I will tell him that Oranges are usually described as refreshing, sweet and tropical.
5. WHAT’S THE FUNNIEST THING THAT HAPPENED TO YOU?
It was from yesterday when I was preparing for our dinner. I completed the rice, the viand and
utensils good for four. Then I had a sudden realization that I am the only one to eat because my
family are not coming since they went to outing. I didn’t waste the food. I gave the excess to my
neighborhood.

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 Retail is the process of selling consumer goods or services to customers through multiple channels of

distribution to earn a profit.

OUT-OF-THE-BOX INTERVIEW QUESTION

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