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Question 1

Customer Obsession

Answer 1

1. Describe a difficult interaction you had with a customer. How did you deal with it? What was the outcome? How would you handle it differently?

Question 2

Customer Obsession

Answer 2

2. Tell me about a time when you went above and beyond for a customer. Why did you do it? How did the customer respond? What was the outcome?

Question 3

Customer Obsession

Answer 3

3. Give me an example of when you were able to anticipate a customer need with a solution/product they didn’t know they needed/wanted yet. How did you know they needed this? How did they respond?

Question 4

Ownership

Answer 4

1. Tell me about a time when you took on something significant outside your area of responsibility. Why was it important? What was the outcome?

Question 5

Ownership

Answer 5

2. Describe a time when you didn’t think you were going to meet a commitment you promised. How did you identify the risk and communicate it to stakeholders? Is there anything you would do differently?

Question 6

Ownership

Answer 6

3. Give me an example of an initiative you undertook because you saw that it could benefit the whole company or your customers, but wasn’t within any group’s individual responsibility so nothing was being done.

Question 7

Invent & Simplify

Answer 7

1. Give me an example of a complex problem you solved with a simple solution. What made the problem complex? How do you know your solution addressed the problem?

Question 8

Invesnt & Simplify

Answer 8

2. Describe the most innovative thing you’ve done and why you thought it was innovative. Ask for one or two more examples to see if it’s a pattern of innovative thinking. What was the problem it was solving? What was innovative about it?

Question 9

Invent & Simplify

Answer 9

3. Tell me about a time when you were able to make something simpler for customers. What drove you to implement this change? What was the impact?

Question 10

Insist on Highest Standards

Answer 10

1. Tell me about a time you wouldn’t compromise on achieving a great outcome when others felt something was good enough. What was the situation?

Question 11

Insist on Highest Standards

Answer 11

2. Tell me about a time when you were unsatisfied with the status quo. What did you do to change it? What was the impact? Would you do anything differently in the future?

Question 12

Insist on Highest Standards

Answer 12

3. Tell me about a time when you worked to improve the quality of a product / service / solution that was already getting good customer feedback. Why did you think it needed improvement? How did customers react?

Question 13

Insist on Highest Standards

Answer 13

4. Give me an example of a goal you’ve had where you wish you had done better. What was the goal and how could you have improved on it?

Question 14

Bias for Action

Answer 14

1. Give me an example of a calculated risk that you have taken where speed was critical. What was the situation and how did you handle it? What steps did you take to mitigate the risk? What was the outcome? Knowing what you know now, would you have done anything differently?

Question 15

Bias for Action

Answer 15

2. Tell me about a time when you worked against tight deadlines and didn’t have time to consider all options before making a decision. How much time did you have? What approach did you take? What did you learn from the situation?

Question 16

Bias for Action

Answer 16

3. Describe a situation where you made an important business decision without consulting your manager. What was the situation and how did it turn out? Would you have done anything differently?

Question 17

Learn and Be Curious

Answer 17

1. What is the coolest thing you have learned on your own that has helped you better perform your job?

Question 18

Learn and Be Curious

Answer 18

2. Tell me about a time when you realized you needed to have a deeper level of subject matter expertise to do your job well?

Question 19

Learn and Be Curious

Answer 19

3. Tell me of a time when you took on work outside of your comfort area and found it rewarding?

Question 20

Earns Trust

Answer 20

1. Tell me about a time when you had to communicate a change in direction that you anticipated people would have concerns with. What did you do to understand the concerns and mitigate them? Were there any changes you made along the way after hearing these concerns? How did you handle questions and/or resistance? Were you able to get people comfortable with the change?

Question 21

Earns Trust

Answer 21

2. Give me an example of a tough or critical piece of feedback you received. What was it and what did you do about it?

Question 22

Earns Trust

Answer 22

3. Describe a time when you needed to influence a peer who had a differing opinion about a shared goal. What did you do? What was the outcome?

Question 23

Earns Trust

Answer 23

4. Tell me about a piece of direct feedback you recently gave to a colleague. How did he or she respond? How do you like to receive feedback from coworkers or managers?

Question 24

Dive Deep

Answer 24

1. Tell me about a time when you were trying to understand a complex problem on your team and you had to dig into the details to figure it out. Who did you talk with or where did you have to look to find the most valuable information? How did you use that information to help solve the problem?

Question 25

Dive Deep

Answer 25

2. Tell me about a situation that required you to dig deep to get to the root cause. How did you know you were focusing on the right things? What was the outcome? Would you have done anything differently?

Question 26

Dive Deep

Answer 26

3. Tell me about a problem you had to solve that required in-depth thought and analysis. How did you know you were focusing on the right things? What was the outcome? Would you have done anything differently?

Question 27

Deliver Results

Answer 27

1. Give me an example of a time when you were able to deliver an important project under a tight deadline. What sacrifices did you have to make to meet the deadline? How did they impact the final deliverable? What was the final outcome?

Question 28

Deliver Results

Answer 28

2. Tell me about a time when you had significant, unanticipated obstacles to overcome in achieving a key goal. What was the obstacle? Were you eventually successful? Knowing what you know now, is there anything you would have done differently?

Question 29

Deliver Results

Answer 29

3. Tell me about a time when you not only met a goal but considerably exceeded expectations. How were you able to do it? What challenges did you have to overcome?

Question 30

Are Right, A Lot

Answer 30

1. Tell me about a time when you didn’t have enough data to make the right decision. What did you do? What path did you take? Did the decision turn out to be the correct one?

Question 31

Are Right, A Lot

Answer 31

2. Tell me about a strategic decision you had to make without clear data or benchmarks. How did you make your final decision? What alternatives did you consider? What were the tradeoffs of each? How did you mitigate risk?

Question 32

Are Right, A Lot

Answer 32

3. We don’t always make the right decision all the time. Tell me about a time when you made a bad decision.

Question 33

Are Right, A Lot

Answer 33

4. Tell me about a time when you discovered that your idea was not the best course of action. What was your idea? Why wasn’t your idea the best course of action? How did you find out it was not the correct path? What was the best course of action? Who provided it? What did you learn from the experience?

Question 34

Think Big

Answer 34

1. Tell me about time when you were working on an initiative or goal and saw an opportunity to do something much bigger or better than the initial focus. Did you take that opportunity? Why or why not? What was the outcome?

Question 35

Have Backbone; Disagree and Commit

Answer 35

1. Tell me about a time when you strongly disagreed with your manager or peer on something you considered very important to the business. What was it and how did you handle it? Knowing what you know now, would you do anything differently?

Question 36

Have Backbone; Disagree and Commit

Answer 36

2. Describe a time when you took an unpopular stance in a meeting with peers and your leader. What was it? Why did you feel strongly about it? What did you do? What was the outcome?

Question 37

Hire and Develop the Best

Answer 37

1. Give me an example of a time you provided feedback to develop the strengths of someone on your team. Were you able to positively impact their performance?