Hiring store associates

Store associates help shape the customer experience, which often starts from the moment a customer enters the store. A good greeting can make the customer feel valued, alert them to any promotions they might be interested in, and ensure they feel comfortable asking for assistance if they need it — increasing the likelihood of a sale and upsells.

This question allows you to see candidates’ sales skills in action, while also giving you a sense of how well they know your products and brand. Even if they’re not a customer themselves, they will ideally have taken the time to research your store before the interview, allowing them to make a compelling case for one of your products.

In any retail environment, theft is a possibility that store associates have to be ready for. The best store associates play an active role in preventing and reporting theft, but they also need to exercise good judgment when they suspect it. While no company wants to lose stock, you also don’t want your employees to put themselves or other people in the store in harm’s way.

The occasional dissatisfied or demanding customer is par for the course in any retail environment. To preserve your brand’s reputation, your next store associate must be equipped to handle these customers with delicacy and professionalism. If they’ve proven themselves adept at handling conflict in the past, they may find it easier to navigate these situations on the job.

The retail industry can be unpredictable. In a matter of minutes, a store can go from sleepy to hectic, meaning your new store associate needs to be capable of quickly switching gears. An ideal candidate can redirect their attention to high-priority tasks while still making time for secondary responsibilities (like restocking merchandise or cleaning the storefront) when more pressing demands have been handled.

Working in any retail environment means working as part of a team. If the store gets busy or a coworker needs a little extra help, a great store associate will go the extra mile to support their team without needing to be asked. This may include training a new coworker, helping to unload an unexpected delivery, or taking over the register to allow a sick coworker to go home early.

This question can give you a sense of a candidate’s passion, as well as their understanding of the fundamental soft skills needed to provide great customer service, like keen listening skills. If they seem genuinely invested in creating an exceptional experience for all customers and know what’s required to deliver good service, they’ll likely thrive in the role.

Store associates play a key role in helping customers find what they need, whether that means pointing them to the right aisle, answering their questions, or making appropriate recommendations. This requires good verbal communication skills, backed by a willingness to listen to the customer and understand their unique needs.

Over time, your next store associate will gain a nuanced understanding of the products you sell. But they can’t know everything, so they may encounter the occasional customer query that they don’t know how to answer. In these situations, quick problem-solving skills and a willingness to go above and beyond will allow them to provide excellent customer service that builds brand loyalty.