This type of interview is a close relative of the behavioral interview. Questions used in situational interviews are directly derived from specific activities of the job. Applicants are asked these situational questions to evaluate how they might behave in the situation.

Example of a situational question:

A customer brings in a car for repair on Monday and is asked to return on Wednesday. The repair isn’t finished when the customer returns on Wednesday. How would you handle the situation as the service manager? (more…)

How can you tell if you’re adequately probing applicant answers? Try the following exercise and make a decision when asked.

Interviewer:
How would you handle a difficult customer?

Applicant:
I would first calm them down and find out what the problem is, then work together toward an acceptable solution. (more…)