And a sample answer.
Rarely will anyone say behavioral-based questions are easy to answer. They require a job candidate to recall a time when they performed a skill successfully, or unsuccessfully, and then tell a story about performing the particular skill.
The story must be specific and succinct, which are two challenges some job candidates struggle with. To this point, many people I’ve interviewed try to deliver a general, long-winded answer that doesn’t hit the mark. This is not what interviewers are looking for.
The four thoughts candidates need to take into consideration are:
- Interviewers want to see how you’re going to respond to this difficult question.
- They want to see self-awareness/honesty.
- Understand why they’re asking the question.
- Have your story (short) ready.
I go into detail in a previous article on these considerations in a previous post.
Let’s look at a behavioral-based question whose purpose it is to determine a candidate’s ability persuade her boss: “Tell us about a time when you convinced your boss to adopt an idea that he disagreed with.”
Using the S.T.A.R formula you begin your story.
Our company was using Microsoft Excel to keep track of our customers’ orders and appointments, but the process proved to be inefficient. It was becoming laborious to enter customer information, and the sales department complained that accessing it was too difficult.
As the sales operations manager, it was my responsibility to find a solution for this antiquated process.
I knew we needed a better process, so I approached my boss to explain that we needed a true CRM software. His reply was that we didn’t have the money, nor the need for CRM software. I wasn’t going to argue with him. I needed to prove my point.
First I called our main competitors to see what they were using to organize their customer transactions and appointments. At least nine out of ten were using CRM software. And most were willing to tell me the brand they were using.
Salesforce was being used by the five of our competitors. Hubspot was was second with two, and Zoho and Agile were the others.
I knew my boss wouldn’t go with Salesforce just because it was the leader of the pack. He would want to know why it would be the best fit for our sales and marketing department.
I conducted thorough research on the four products, including one called Kintone, which was in the top ten for security. The others didn’t list that information. I knew we needed a product that would store customer data, track customer interaction, track leads, and most importantly be user friendly for the sales team.
After two weeks of researching products and talking with salespeople, I narrowed the list to three software, based on reputation; overall customer interaction; ease of use; and, of course, price.
I asked my boss if I could have half an hour of his time to discuss my CRM proposal. He reluctantly agreed. When he entered the conference room, he was surprised to see a PowerPoint presentation I created shining on the screen.
At the conclusion of m presentation, he paused for what seem like hours and finally asked me which software I would suggest. I said Salesforce, but he liked Zoho better.
We implemented Zoho CRM, which over two years improved efficiency by 50%. I know this because I tracked the hours the staff had used with Excel and later used with Zoho.
Bonus: lesson learned
I learned that the way to persuade my boss was to show him what I proposed, rather than get into a heated debate. This is how I have and will continue persuading my bosses to agree with my suggestions.
This article originally appeared on Job-Hunt.org.
Photo: Flickr, Henrik Therkildsen