Structured Interview Guide

Before The Interview

• 1. Review Employment Application
  2. Review Team Member Readiness Inventory (TMRI) rating
  3. Only interview candidates who score >50% on TMRI
  4. Prepare for a structured interview using Standards in the CSL

• Candidate

• Photo

  Media

• Date

  Date

• Interviewer

  Select Kylie Reagan Sarah Shayne Sherree

  • Kylie
  • Reagan
  • Sarah
  • Shayne
  • Sherree

During The Interview

• 1. Conduct the interview and take notes
  2. Rate responses

Getting To Know Your Candidate

• Tell me about yourself?

• What is your favourite subject at school?

• What are your interests outside of school?

• Why would you like to work for KFC?

• What are your plans for your future?

• What are your strengths and opportunities?

• Why should we hire you?

• Are you available every day of the week?

  Yes

  No

• What day(s) are you unavailable?

  Select Monday Tuesday Wednesday Thursday Friday Saturday Sunday

  • Monday
  • Tuesday
  • Wednesday
  • Thursday
  • Friday
  • Saturday
  • Sunday

• Are you available weekends and late nights?

  Yes

  No

• What times are you unavailable?

• Confirm that the Team Member is able to work late nights with parents.

• Has the candidate previously worked for KFC?

  Yes

  No

• Tell us about your history with KFC.

• Ask certification questions to check level of knowledge.

• Ask candidate to review their application.

• Explain the training requirements of the position to the candidate.

• Review supporting documentation and attach to the candidate's application.

Q1. Tell me about a time when you received poor customer service.

• Probes
  Why was the service poor?
  How did you act when you got poor customer service?
  How would you provide better service in this situation?

• Acceptable Responses

• Shared a clear example of poor service.

• Gave reasons for the poor service.

• Remained calm and positive when receiving the poor service.

• Provided a clear example of how he or she would provide great service.

• Unacceptable Responses

• Did not have an example.

• Did not understand the cause of the poor service.

• Became irritated with the poor service.

• Could not describe how he or she would give better service.

• Response Rating

  Excellent

  Acceptable

  Unnacceptable

Q2. What will you do to ensure every customer has the best guest experience possible?

• Probes
  How will you exceed their expectations e.g. go above and beyond?
  What makes a customer happy?

• Acceptable Responses

• Explained how they would make the customer feel welcome.

• Provided reasons for why good customer service is important.

• Unacceptable Responses

• Was not very enthusiastic. Showed little excitement.

• Struggled to explain why customer service is important.

• Notes

• Response Rating

  Excellent

  Acceptable

  Unnacceptable

Q3. What makes you want to return to a restaurant?

• Probes
  How would you treat customers so that they would want to return to our restaurant?

• Acceptable Responses

• Provided reasons for why he or she returns to a restaurant.

• Had a passion for making customers happy.

• Showed he or she wanted customers to return by meeting and possibly exceeding expectations.

• Shared that he or she wanted to satisfy customers.

• Red

• Struggled to explain what makes him or her want to return to a restaurant.

• Showed little care for customers.

• Had little interest in customers returning.

• Had no advice.

• Notes

• Response Rating

  Excellent

  Acceptable

  Unnacceptable

Q4. Tell me about a time when you were involved in a high pressure situation (e.g. studying for exams, meeting a deadline, etc.). How did you cope with it?

• Probes
  What was the situation?
  How does pressure affect your day?
  How did you get through the situation?
  What can you do to keep this from happening again?

• Green

• Stayed calm and positive.

• Solved the problem. Dealt with it.

• Got over it quickly.

• His or her work did not suffer.

• Shared an example of how he or she coped with the pressure.

• Red

• Focused on negatives.

• Did not deal with the cause of the pressure.

• Did not keep this from happening again.

• Was moody. Became frustrated.

• Did not know how to cope with the pressure.

• Response Rating

  Excellent

  Acceptable

  Unnacceptable

Q5. What do you consider to be your greatest achievement?

• Probes
  What did it take for you to be successful?
  What did you learn from this?

• Acceptable Responses

• Was self-motivated and determined.

• Set goals and worked hard to achieve them.

• Showed pride and satisfaction in his or her accomplishment.

• Showed intentionality and put in extra effort.

• Provided details of what he or she learned.

• Unacceptable Responses

• Did not know what made him or her successful. Not a self- starter.

• Did not set goals.

• Did not care is he or she was successful or not.

• Did not show intentionality or put a lot of effort into it.

• Did not learn much from the experience.

• Notes

• Response Rating

  Excellent

  Acceptable

  Unnacceptable

Q6. Tell me about a time when you were part of a group or team.

• Acceptable Responses

• A good team player. Was a team leader.

• Offered help without being asked.

• Helped set and worked toward team goals. Encouraged the team.

• Helped the team to make good decisions.

• Really enjoyed being on a team.

• Unacceptable Responses

• Let the team do most of the work.

• Typically helped only when asked.

• Did not want to get involved.

• Pushed his or her personal agenda.

• Preferred to work alone rather than on a team.

• Notes

• Response Rating

  Excellent

  Acceptable

  Unnacceptable

Please rate the candidate’s overall communication skills.

• Acceptable Responses

• Was comfortable in starting a conversation.

• Easy to understand.

• Gave good, organised answers.

• Asked good questions.

• Listened and responded well.

• Paid attention.

• Unacceptable Responses

• Was awkward.

• Difficult to understand.

• Gave short, vague answers.

• Did not show much interest.

• Did not listen well.

• Had trouble focusing.

• Notes

• Response Rating

  Excellent

  Acceptable

  Unnacceptable

Please rate the candidate’s general attitude during the interview.

• Acceptable Responses

• Smiled and made consistent eye contact.

• Showed excitement and passion.

• Optimistic.

• Self-confident.

• Unacceptable Responses

• Did not smile much. Not much eye contact.

• Was not enthusiastic.

• Focused on the negatives.

• Was uncertain.

• Notes

• Response Rating

  Excellent

  Acceptable

  Unnacceptable

After The Interview

• 1. Answer any questions about the job.
  2. Communicate to the candidate your time frame for making a hiring decision.

• Notes

• Hiring Decision

  Hire

  Potential Hire

  No Hire