Simulated Job Interview — Interviewer Guide
Your Job
You are the hiring manager for Bird Food Express, a company that delivers bird food to customers on a regular schedule.
You are interviewing a candidate for the position of Account Manager.
The Account Manager’s job is to make sure customers are happy with their service. This includes:
- Checking that customers receive the bird food they ordered.
- Making sure deliveries happen on time.
- Listening to customer questions or complaints.
- Solving problems when something goes wrong.
- Keeping good relationships with customers.
- Working with the delivery team and other employees.
- Looking for ways to make the customer experience better.
Your goal is not to trick the candidate! Your goal is to find out whether this person would be a good teammate.
Before the Interview
Take a minute to review the questions below.
During the interview:
- Be friendly and professional.
- Ask one question at a time.
- Listen carefully to the answers.
- Ask a follow-up question if you want to know more.
- Try to keep the conversation going for about 10 minutes.
- Take a few notes about things you find interesting.
You do not need to ask every question.
Interview Questions
Getting Started
1. Tell me a little about yourself.
What are some things you enjoy doing? What are you good at?
2. Why would you like to work for Bird Food Express?
Working With Customers
3. Imagine a customer calls and says, “My bird food delivery didn’t arrive today, and I’m really upset!” What would you do?
4. Tell me about a time when you helped someone who was having a problem.
5. What does good customer service mean to you?
Being a Teammate
6. Your delivery teammate accidentally gives a customer the wrong type of bird food. What would you do?
7. Tell me about a time you worked as part of a team. What did you do to help the team succeed?
8. What would you do if you disagreed with another team member about how to handle a customer?
Problem Solving
9. A customer wants something that Bird Food Express doesn’t normally provide. What would you do?
10. You have several customers with problems at the same time. How would you decide which problem to handle first?
Finishing Up
11. What is one strength you would bring to this job?
12. Do you have any questions for me about the job or Bird Food Express?
Thank the candidate for coming to the interview.
Bonus Challenge: The Bird Food Emergency!
If you have extra time, give the candidate this situation:
Oh no! A delivery truck breaks down, and six customers are waiting for their bird food. What would you do?
Listen for ideas about:
- Communicating with customers
- Staying calm
- Asking teammates for help
- Finding alternative solutions
- Keeping customers informed
There isn’t necessarily one “correct” answer. You’re looking for good thinking and teamwork.
Interviewer Scorecard
After the interview, rate the candidate from 1–5 on each category.
| Skill | 1–2 | 3 | 4–5 |
|---|---|---|---|
| Communication | Hard to understand | Okay | Clear and confident |
| Customer Service | Doesn’t focus on customer | Some good ideas | Clearly cares about customers |
| Problem Solving | Gives up or has no plan | Has some ideas | Thinks of practical solutions |
| Teamwork | Focuses only on self | Understands teamwork | Clearly works well with others |
| Listening | Doesn’t seem to listen | Usually listens | Listens and responds thoughtfully |
Overall Impression
Would you hire this person as an Account Manager?
☐ Definitely
☐ Maybe
☐ Not yet
One Thing the Candidate Did Well:
One Suggestion for Improvement:
Remember
A good interviewer doesn’t just ask questions.
A good interviewer listens!