Alexandre Filipe _S40066140_STAFF RECRUITMENT_ASSESSMENT 1-Q 3 ROLE PLAY

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Q 3. Role-play Interview Script - Sales Associate Position at H&M Sunshine Plaza Interviewer Alexandre: Good Morning, Emma! Thank you for joining us today for the interview. We are excited to learn more about you and your potential fit for the Sales Associate position at H&M's Sunshine Plaza store in Maroochydore. Shall we begin? Candidate A Emma: I. Customer-Centric Attitude: Alexandre: Emma, can you share an experience from a previous role where you went above and beyond to provide exceptional customer service? How did your actions impact the customer's experience? Emma: Certainly. In my previous role at a local boutique, there was a customer who urgently needed a specific dress for her daughter's graduation. Unfortunately, the dress was out of stock in our store. Recognizing the importance of the event, I took it upon myself to call nearby stores and found the dress she was looking for. I reserved it for her and helped her place the order online. She was deeply appreciative of the extra effort I put in to make her daughter's day special. This not only secured her loyalty as a customer but also left her with a positive and memorable shopping experience. II. Fashion Awareness: Alexandre: How do you stay updated on the latest fashion trends and industry developments? Can you provide an example of a recent trend that caught your attention? Emma: I am passionate about fashion, and I make sure to stay well-informed by regularly following fashion blogs, attending fashion exhibitions, and keeping a close eye on social media platforms where influencers share their insights. Recently, I noticed the resurgence of neon colors in streetwear. This trend has caught my attention as it brings vibrant energy to classic styles and opens up exciting possibilities for creative fashion combinations. III. Team Collaboration: Alexandre: Describe a time when you had to work closely with your team to achieve a common goal. What was your role, and how did effective collaboration contribute to the success of the project? Emma: During the holiday season last year, our store was bustling with customers, and we needed to create an engaging visual display to showcase our holiday collection. As part of the team, my role involved designing and arranging the window display to reflect the festive spirit and draw customers in. We held brainstorming sessions where each team member shared their ideas, and we combined our strengths to bring the vision to life. Effective collaboration ensured every element of the display complemented each other, creating an inviting and joyful

atmosphere resonating with customers. This led to increased foot traffic, higher sales, and positive feedback from both customers and store management. IV. Sales and Persuasion Skills: Alexandre: Can you provide an example of a time when you successfully persuaded a customer to make a purchase they were initially hesitant about? How did you approach the situation and address their concerns? Emma: Certainly. Once, a customer was unsure about purchasing a statement accessory due to its bold design. I engaged in a friendly conversation, highlighting how the accessory could elevate different outfits and expressing how many customers had positively embraced similar pieces. By providing styling tips and encouraging her to try it on, she became more confident in her choice and decided to purchase it, thanking me for the guidance. V. Problem-Solving and Adaptability: Alexandre: Share an experience where you encountered a challenging customer situation. How did you handle it, and what steps did you take to resolve the issue while maintaining a positive customer experience? Emma: A customer received an incorrect item in an online order. To resolve the issue, I quickly apologised for the mistake, arranged for the correct item to be sent out with expedited shipping, and offered a discount on her next purchase. By demonstrating our commitment to excellent service and rectifying the error promptly, she left with a positive impression of the brand. VI. Work Ethic and Reliability: Alexandre: How do you ensure punctuality and reliability in your work? Can you provide an example of a time when you demonstrated a strong work ethic? Emma: I prioritise punctuality by planning my schedule ahead of time and allowing extra time for unexpected delays. In a previous role, I once took the initiative to stay back after my shift to help the team during a busy sales event. My commitment to ensuring the team's success and contributing beyond my regular responsibilities showcased my strong work ethic. VII. Cultural Fit with H&M: Alexandre: H&M values diversity and inclusion. How do you contribute to fostering an inclusive and diverse environment in both personal and professional settings? Emma: Personally, I engage in discussions and attend events that promote inclusivity and cultural understanding. Professionally, I ensure that every customer feels respected and heard regardless of their background. By adapting my communication style to suit individual preferences and treating everyone with equal consideration, I contribute to creating an environment where everyone feels valued. Interviewer Alexandre: Thank you, Emma. Let us move on to the next set of questions.

Interviewer Alexandre: Good Morning, Liam! Thank you for joining us today for the interview. We are excited to learn more about you and your potential fit for the Sales Associate position at H&M's Sunshine Plaza store in Maroochydore. Shall we begin? Candidate B - Liam: I. Sales and Persuasion Skills: Alexandre: Liam, imagine you are assisting a customer who is hesitant about making a purchase. How would you approach the situation and encourage them to consider the product? Liam: I would engage in a friendly conversation to understand their concerns. By highlighting the product's features and benefits, offering alternatives, and sharing positive reviews, I'd help them feel more confident in their decision. II. Problem-Solving and Adaptability: Alexandre: Share an experience where you encountered a challenging customer situation. How did you handle it, and what steps did you take to resolve the issue while maintaining a positive customer experience? Liam: A customer received the wrong item in an online order. I quickly apologized, arranged a replacement, and ensured a smooth return process. I followed up personally to guarantee the replacement arrived in perfect condition, leaving the customer satisfied. III. Work Ethic and Reliability: Alexandre: How do you ensure punctuality and reliability in your work? Can you provide an example of a time when you demonstrated a strong work ethic? Liam: I prioritise punctuality by planning my commute and setting reminders. In a previous role, I once volunteered to cover a colleague's shift at short notice, showcasing my dedication to the team and the job. IV. Cultural Fit with H&M: Alexandre: H&M values diversity and inclusion. How do you contribute to fostering an inclusive and diverse environment in both personal and professional settings? Liam: In my personal life, I engage in cultural events and forums that promote diversity. Professionally, I treat all customers with respect and adapt my approach to suit their individual needs. V. Sales and Retail Experience: Alexandre: Do you have any previous experience working in a retail or customer service role? If yes, could you share some key responsibilities you had in your previous role?

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Liam: Yes, I worked as a Sales Assistant at a local clothing store. I assisted customers with product inquiries, organized displays, and managed the point-of-sale system during busy hours. VI. Handling High-Volume Situations: Alexandre: H&M's store at Sunshine Plaza can get quite busy during peak hours. How do you manage your time and provide excellent service when there's a high volume of customers? Liam: During high volume, I prioritise tasks by urgency and delegate effectively if needed. Quick and accurate service, combined with friendly interactions, ensures a positive customer experience. VII. Long-Term Goals: Alexandre: How does working as a Sales Associate align with your long-term career goals? How do you see this role contributing to your professional development? Liam: This role aligns with my passion for fashion and customer service. I aim to develop my interpersonal skills and product knowledge, eventually growing into a leadership position within the retail industry. Interviewer Alexandre: Thank you, Liam. Let us move on to the next set of questions. Candidate C - Mia: Interviewer Alexandre: Good Morning, Mia! Thank you for joining us today for the interview. We are excited to learn more about you and your potential fit for the Sales Associate position at H&M's Sunshine Plaza store in Maroochydore. Shall we begin? I. Sales and Persuasion Skills: Alexandre: Mia, imagine you're assisting a customer who is hesitant about making a purchase. How would you approach the situation and encourage them to consider the product? II. Mia: I'd start by understanding their needs and preferences. By offering personalized suggestions and sharing positive experiences of others who were initially hesitant, I'd create a comfortable environment for them to make an informed decision. III. Problem-Solving and Adaptability: Alexandre: Share an experience where you encountered a challenging customer situation. How did you handle it, and what steps did you take to resolve the issue while maintaining a positive customer experience? Mia: A customer was dissatisfied with the color of a product. I suggested alternative color options, offered an exchange, and made sure the return process was hassle-free. This flexible approach ensured the customer left happy. IV. Work Ethic and Reliability:

You: How do you ensure punctuality and reliability in your work? Can you provide an example of a time when you demonstrated a strong work ethic? Mia: I set multiple alarms and plan my schedule to account for potential delays. In a previous role, I once volunteered to work overtime during a busy period to support the team, showcasing my commitment. V. Cultural Fit with H&M: Alexandre: H&M values diversity and inclusion. How do you contribute to fostering an inclusive and diverse environment in both personal and professional settings? Mia: Personally, I engage in discussions that promote inclusivity. Professionally, I treat every customer with respect and adapt my approach to their preferences. VI. Sales and Retail Experience: Alexandre: Do you have any previous experience working in a retail or customer service role? If yes, could you share some key responsibilities you had in your previous role? Mia: Yes, I worked as a Retail Assistant at a local boutique. I greeted customers, assisted with fitting rooms, and handled transactions while providing a positive shopping experience. VII. Handling High-Volume Situations: Alexandre: H&M's store at Sunshine Plaza can get quite busy during peak hours. How do you manage your time and provide excellent service when there's a high volume of customers? Mia: I prioritize tasks based on urgency and focus on efficient service without compromising quality. Clear communication and maintaining a positive attitude help manage high-volume situations effectively. VIII. Long-Term Goals: Alexandre: How does working as a Sales Associate align with your long-term career goals? How do you see this role contributing to your professional development? Mia: This role aligns with my interest in fashion and customer interaction. I aim to develop my communication skills and product knowledge, ultimately advancing into a role that involves team leadership and customer engagement. Interviewer Alexandre: Thank you, Mia. Let us move on to the next set of questions. Thank you all.

Alexandre Filipe _S40066140_STAFF RECRUITMENT_ASSESSMENT 1-Q 3 ROLE PLAY

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