Top 10 Shop-Assistant Interview Questions & Sample Answers

Give candidates a fair shot—and hire the people who’ll truly lift your shop’s sales and service.

1. “What does great customer service look like to you?”

Why you ask: Reveals the candidate’s standards and whether they match your brand.
Strong answer: “Great service is proactive and personal: greeting every customer within 10 seconds, learning their needs with open-ended questions, and following up— even walking them to products or suggesting alternatives—until they’re happy.”

2. “How would you handle a long queue when you’re the only person on the till?”

Why: Tests prioritisation and stress management.
Strong answer: “I’d acknowledge the queue, apologise for the wait, and serve efficiently without rushing conversation. If possible I’d call for backup or open a second till. Meanwhile I’d keep eye-contact and update customers on wait times so they feel seen.”

3. “Describe a time you turned a dissatisfied shopper into a loyal customer.”

Why: Looks for real-world problem solving.
Strong answer (STAR): “In my last role a customer’s online order arrived damaged (Situation). I listened, empathised, and offered a same-day exchange plus a 10 % voucher (Task/Action). She tweeted thanks and now buys birthday gifts exclusively with us (Result).”

4. “Which product in our store would you upsell today and how?”

Why: Shows preparation and sales instincts.
Strong answer: “I’d upsell the reusable coffee cup near checkout. When a customer buys takeaway coffee, I’d say: ‘If you’d like to save 20p on every refill and cut waste, these cups qualify for our discount.’”

5. “Tell me about a time you caught a potential theft or security issue.”

Why: Safety and shrinkage matter.
Strong answer: “I noticed a shopper repeatedly glancing at CCTV corners (Observation). I greeted him, offered help, and stayed present. He left empty-handed, and I discreetly informed the manager (Action), preventing possible loss.”

6. “How do you stay motivated during quiet shifts?”

Why: Productivity between rushes.
Strong answer: “I use quiet periods to tidy shelves, update price labels, and learn new SKUs. I’ll also check stock gaps so replenishment is ready for peak times.”

7. “What POS or retail tech have you used before?”

Why: Hands-on skills reduce training time.
Strong answer: “I’m fluent with Shopify POS, Zettle card readers, and basic stock scanners. I’ve also reconciled end-of-day cash reports and flagged discrepancies for the supervisor.”

8. “How would you respond if a colleague gave incorrect information to a customer?”

Why: Teamwork and tact.
Strong answer: “I’d wait until the customer stepped away, then politely clarify the correct info with my colleague: ‘I think the return window is actually 30 days—shall we double-check together?’ That keeps trust and avoids public embarrassment.”

9. “Give an example of meeting a sales target—what was your strategy?”

Why: Assesses goal-orientation.
Strong answer: “Our Black-Friday target was £8 k/day. I created mini-goals per hour, used add-on suggestions (batteries, gift bags), and built urgency (‘last item in your size’). We closed at £9.4 k, 18 % above goal.”

10. “Why do you want to work for our store specifically?”

Why: Cultural fit & retention.
Strong answer: “I admire your shift to local suppliers and plastic-free packaging. My values align with sustainable retail, and I’d love to champion that message on the shop floor.”

Bonus Tips for Hiring Managers

1. Listen for specific numbers—they signal truthful experience.

2. Mix scenario and behavioural questions to cover both “what if” and “what happened.”

3. Probe follow-ups (“What did you learn?”) to gauge reflection and growth.

Closing Thought

Great shop assistants combine empathy, product knowledge, and hustle. Use these ten questions to surface those qualities—and you’ll build a team that turns casual browsers into lifelong customers.