Problem-solving questions with sample answers
Let's take a look at a few of the most common problem-solving interview questions
that you may encounter during an interview and some sample answers. When
preparing for your interview, consider a few different examples of when you
successfully solved a problem, including what the problem was, what steps you took
to solve the problem and the outcome:
1. When you are faced with a problem, what do you do?
2. Describe a time when you faced an unexpected challenge at work.
3. How do you weigh the pros and cons before making a decision?
4. How would you handle a disgruntled or dissatisfied customer?
5. What metrics do you track on a regular basis? How do you use the information
to adjust your approach?
6. Tell me about a time when you had to change your planned course of action at
the last moment. How did you handle this situation?
7. Your manager wants to buy new software to help increase the team's
productivity, and she asks for your recommendation. How do you respond?
8. Describe a time when you had to solve a problem, but didn't have all the
necessary information about it beforehand. What did you do?
1. When you are faced with a problem, what do you do?
Tip: Employers typically ask this question to understand what your problem-solving
process looks like. They are looking for you to describe a logical problem-solving
process that includes gathering information, analyzing the information and making
decisions based on what you've found.
Example: “When I'm faced with a problem, I typically start by doing research or
looking at examples of how this problem has been solved by others. From that
research, I'm able to decide which approach to solving the problem works best for
me and the organization. Then, I decide what actions need to be taken to solve the
problem, and I start putting the process into motion while communicating with my
managers and co-workers.”
2. Tell me about a time when you faced an unexpected challenge at work.
Tip: For this question, you'll want to choose a specific example from your work
history to demonstrate your ability to be flexible while solving problems. To stay
focused, you can use the STAR method to answer this question. Describe the
situation, your role in the challenge, the action that you took to overcome this
challenge and the final result.
Example: “When I was working as a retail manager, I had a customer who came in
to pick up a dress that she had ordered online. But when I went to collect her order, I
found that the dress had accidentally been put back on the sales floor and
purchased by another customer. I called another of our store locations and asked
them to hold the same dress in the customer's size. I had it shipped to her home
within 2 days for free. A week later, I found out that the customer had called our
corporate headquarters to mention how much she appreciated the gesture.”
3. How do you weigh the pros and cons before making a decision?
Tip: This question helps the employer better understand your problem-solving
process. They want to make sure that you are making intelligent decisions that are
based on the information you have available to you.
Example: “When I have a list of pros and cons to help me make a decision, I start
by considering whether the cons will hinder me from achieving my desired outcome
or cause unnecessary burden somewhere else. If so, then the approach probably
won't be effective. If not, then I will consider if the pros outweigh the cons in terms of
a positive outcome. If the pros outweigh the cons, then it is worth pursuing and
dealing with any negative effects as they come.”
4. How would you handle a disgruntled or dissatisfied customer?
Tip: There are unpleasant or high-pressure situations present in any job. Employers
want to know how you will handle yourself in these situations while working to
address the issues causing these events. Though this is a generalized question, it
may help to think about a specific situation where you encountered a dissatisfied
customer and were able to address their concerns.
Example: “When I encounter an angry or unhappy customer, I start by approaching
the situation with a calm and helpful demeanor. I don't want to make them any more
upset. Then, I will try to discern what has caused them to be unhappy, getting all the
details necessary. Once I've figured out what is wrong, I will think about how to solve
the problem and clearly communicate to the customer what steps I will take to
address their concern adequately.”
5. What metrics do you track on a regular basis? How do you use the
information to adjust your approach?
Tip: This is a question you may encounter if you are interviewing for a position that
requires you to review analytics in order to make decisions. To avoid losing focus,
choose two or three metrics that you use on a regular basis and consider how these
metrics impact your decisions.
Example: “As an email marketing manager, I often use open rates and conversion
rates to determine the success of my campaigns. If email open rates are low, I will
revisit the content to make sure it's relevant to the reader or try adjusting the subject
line to make it more interesting. If conversion rates are low, I will take another look at
the email copy to make sure it is clear and compelling and revisit the offer to make
sure it is relevant and valuable to the target audience.”
6. Tell me about a time when you had to change your planned course of action
at the last moment. How did you handle this situation?
Tip: This interview question allows you to show how you handle stressful situations
while demonstrating your flexibility and ability to think quickly. In your response, you
want to use the STAR method again by explaining the situation, describing your
involvement, telling them about the action you took and explaining what the results
were.
Example: “When I was working as a catering manager, we were informed the night
before an event that the ingredients we needed to prepare the appetizers were not
going to be delivered on time and would arrive after we needed them. I got a list of
the ingredients needed and made a stop at the store on my way to the event. My
team and I were able to make the appetizers just in time for the party. All of the
guests enjoyed the appetizers so much that the party planner specifically mentioned
them in her online review.”
7. Your manager wants to buy new software to help increase the team's
productivity, and she asks for your recommendation. How do you respond?
Tip: This is a situational problem-solving interview question that helps the employer
determine what steps you take during the research phase of the problem-solving
process. Though the interviewer may not choose this specific scenario, it's important
to be prepared to talk about your research and data gathering processes.
Example: “First, I would ask my manager what features are most important and
what the company budget is. With this information, I would start to research
productivity software options that meet the minimum requirements within budget. In
addition to features and price, I would consider the software's ability to meet future
needs as well as customer reviews. Once I had a list of 5 or so options, I would
narrow it down to the top three with a top recommendation. I would present my
recommendation to my manager with a few points about why this option was best.”
8. Describe a time when you had to solve a problem, but didn't have all the
necessary information about it beforehand. What did you do?
Tip: Having to solve a problem without having all the necessary information is a
common scenario you will experience in any business setting. Employers want to
know how you deal with this inconvenience while still logically and effectively
resolving the issue. Choose a situation you've experienced that highlights your
strengths and ability to work independently.
Example: “When I was working as an office manager, the CEO of our company told
me that employee productivity was down and that I needed to come up with a
solution. Since there are many reasons why productivity might decline, I decided to
ask the team members by conducting interviews and sending out short surveys.
After gathering this information, I was able to see that employees didn't have a way
to keep track of and organize tasks. I recommended that the CEO implement a new
project management system, and productivity increased by 10% after
implementation.”
Problem-solving questions with sample answers
To help you prepare for your next interview, we have assembled four common
problem-solving questions that a recruiter or hiring manager may pose to you, as
well as sample answers:
1. Tell me about a time you had to handle an upset customer or client.
This is a common interview question used to assess several skills at once. The
interviewer is testing your ability to handle conflict while providing a
positive customer experience. They are also evaluating your problem-solving ability
to take initiative in assisting the customer, developing a creative solution while
remaining resourceful. When responding to the question, use the STAR method with
a specific example to show how you overcame the customer's challenge by
analyzing their problem and developing a successful solution.
Example answer: "I recently had a customer come into the store to complain about
our refund policy. I asked them several questions and actively listened to their
response. I determined they were upset by feeling as if they had no other choice
than to continue using the product they purchased. Once I understood their
frustration, I could give them several options. Together, we concluded that the best
option was to exchange the product for something that better suited their needs. I
followed up with them the next day after their exchange, and we thrilled them with
the new product."
2. When faced with a problem during a work task, how do you determine the best
course of action?
Inevitably, problems appear throughout the workday for everyone, and the
interviewer wants to understand how you handle an unexpected challenge. They use
this question to assess your ability to address unanticipated issues during your daily
tasks and the process you use to solve them independently. This question also
evaluates your ability to analyze the pros and cons of various solutions and your
reasoning for choosing a specific course of action. When responding to this question,
remember the five steps of problem-solving to craft your answer.
Example answer: "When faced with a problem during my daily tasks, I first figure
out how or why the problem occurred. I will brainstorm ideas of how I can proceed.
Once I have a few ideas, I'll assess the pros and cons of each to make the best
choice to overcome the problem. I'll then take that specific course of action.
Afterwards, I'll reflect to see what went well and what I could improve next time."
3. What is the most innovative idea you implemented in your previous position?
An interviewer asks this question for several reasons. They want to know how you've
positively contributed to your previous employer. The question also requires you to
show your problem-solving and analytical skills. Developing an innovative idea and
then implementing it takes resourcefulness, initiative, analytical skills, and creativity.
When answering this question, focus on how you identified a problem, challenge, or
gap in your previous position. Then recall how you analyzed the various solutions
and implemented the best idea. Focusing on how your concept improved your last
company will show the interviewer that you're ready to make a difference in your new
position.
Example answer: "In my previous position, I took care of gathering and analyzing
sales data from our sales representatives for a monthly review. I saw that putting this
information manually together was taking so much extra time. So, I developed an
Excel spreadsheet with formulas and pivot tables that would create graphs and
charts with a click of a button. I downloaded the sales information directly into the
spreadsheet every week and could compile results quickly and save time."
4. Describe when you faced an unexpected problem in your job and how you
handled the situation.
Handling unexpected problems effectively is a valuable skill that employers seek in
potential team members. When asking this question, an interviewer evaluates your
ability to remain flexible and creative while solving a problem independently in your
position. In answering this question, use the STAR method to focus on a specific
example with a positive outcome. Outline the situation and task involved and then
describe the action you took to resolve the issue and the corresponding result.
Example answer: "When I was working as a customer service manager, I had a
customer call to say that they hadn't received their order, even though the item was
showing as shipped and received. After looking into their order, I determined that the
best service I could provide would be to courier them a new order free of charge.
After getting off the phone with the customer, I coordinated everything with the
shipping department and had them rush the order out. The customer called back a
few days later to confirm they received the package and to express their thanks."
Question 3
How would you deal with a customer who wasn't happy with your
service, even though you haven't done anything wrong and it is the
customer who has made the mistake?
Answer:
No matter how upset, abrupt or angry the customer is, it is up to the
employee to make sure they are treated with respect. The best way to
do this is to be attentive and show genuine concern for their problem.
It is the role of an employee to turn a negative situation into a positive.
If your efforts still fail, notify your supervisor as a final option.