Below are three structured situational interview questions that you are going to use to hire a sales associate for Chern's Department Store.

First, develop a scoring key that differentiates poor, acceptable, and excellent answers to the questions. Indicate what KSAO's and/or competencies you are assessing in each question, and demonstrate how the scoring key adequately assesses those KSAO's/competencies.

Second, create formula to combine the three scores into an overall structured interview score (as noted in Chapter 8).

a) A disgruntled customer is returning a damaged suit jacket he bought the previous week that he needed for an event that night. He is extremely upset. What do you do?

b) A person walks into your store and mentions that she has just moved into the area and that this is the first time she has visited your store. What would you do to make her a customer now and a loyal customer in the future?

c) You're working alone because two people called in sick. Suddenly, five customers walk into your department at once. What do you do?