Marks and Spencers Job Interview Process
Often out of 300 applicants only 6 candidates will be interviewed. In most interviews, but this varies depending on the job sector and employer, you will be asked around 10 questions during a 45-minute interview.
With Marks and Spencers being one of the most famous and oldest UK retailers, competition for advertised roles is high.
To help M&S decide which applicant to offer a position to their job interveiw process is broken down into 3 stages.
Marks and Spencer job interviews 3 stage Process.
Stage one – online application and test, you are given a number of questions (example below) and you have to choose which statement you are most like and least like.
This part of the Marks and Spencer’s interview is to highlight your personality and work ethic; referencing customer service and teamwork is key here.
Answer this question “I am the sort of person who” for all answers – add most like and least like.
1 A Seeks to understand the actions of others
B Shows enthusiasm
C Is effective in problem-solving
D Assesses own work in commercial terms
2 A Puts the customer first
B Is prepared to make tough decisions
C Is respected by others
D Focuses on the longer term
3 A Writes clearly and succinctly
B Adapts to change positively
C Builds effective teams
D Is positive about work
4 A Recognises the potential of others
B Is committed to achieving high standards
C Takes responsibility for own decisions
D Assesses the risks involved in decisions
5 A Sticks to recommended working procedures
B Keeps track of own activities
C Promotes teamwork
D Absorbs knowledge quickly
6 A Works hard to meet customer needs
B Is effective in written communication
C Recognises how people are feeling
D Takes calculated risks
7 A Allocates realistic time scales for activities
B Is reliable
C Takes care in self-presentation
D Takes an energetic approach to work
8 A Draws appropriate conclusions
B Is flexible in approach
C Is effective in providing a strategic view
D Takes responsibility for the consequences of own actions
9 A Advises others on how they may best apply their talents
B Acquires new skills rapidly
C Remains focused when faced with difficulties
D Has strong commercial instincts
10 A Checks work for errors
B Is able to settle others in conflict
C Co-ordinates group activities
D Identifies urgent decisions
11 A Observes others’ behaviours
B Encourages a culture of continuous learning
C Drives others towards goals
D Thinks in strategic terms
12 A Generates workable solutions
B Encourages co-operation within teams
C Recovers quickly from setbacks
D Encourages risk-taking
13 A Delivers high-quality service to customers
B Is aware of competitor activity
C Makes time for planning
D Can be trusted not to compromise on standards
14 A Warns others in advance of unplanned schedule changes
B Expresses self confidently in groups
C Stands by own decisions
D Structures work appropriately
15 A Is determined to succeed
B Demonstrates commitment to the development of others
C Is open to new ideas
D Takes calculated risks when appropriate
16 A Establishes good relationships with others
B Finds out the causes of problems
C Ensures the team remains focused
D Supports colleagues
17 A Shows drive and determination
B Makes the best use of learning opportunities
C Identifies opportunities to reduce costs
D Takes risks rather than missing opportunities
18 A Identifies talent
B Focuses on organisational plans
C Accepts accountability for own decisions
D Works to please the customer
19 A Is decisive
B Introduces fresh insights
C Keeps the attention of the audience when speaking
D Pays attention to planning
20 A Arrives at work on time
B Shows commitment to the organisation
C Remains objective under pressure
D Writes in a fluent manner
21 A Gives advice to others
B Relates to others at all levels
C Considers what the organisation will achieve in the long-term
D Avoids jargon in written communication
22 A Follows safety rules and regulations
B Remains composed under pressure
C Seeks responsibility
D Analyses relevant information
23 A Admits own mistakes
B Is effective in dealing with commercial issues
C Takes customer complaints seriously
D Gets the best out of individuals
24 A Changes the opinions of others
B Keeps sight of overall goals and objectives of the organisation
C Takes risks by adopting new directions
D Fits in well with the team
25 A Generates imaginative alternatives
B Is realistic about time scales
C Makes quick decisions under pressure
D Uses feedback to increase organisational effectiveness
26 A Motivates others to achieve goals
B Is effective in persuading others
C Quickly builds rapport
D Is prepared to take the initiative
27 A Wants to get ahead in the organisation
B Chooses appropriate words and expressions
C Identifies customer needs
D Follows instructions from others
28 A Defines team goals
B Effectively manages own emotions
C Recognises own mistakes
D Identifies the core of a problem
29 A Remains confident in ambiguous situations
B Connects well with the team
C Is profit conscious
D Takes calculated risks
30 A Works towards long term organisational goals
B Memorises facts and processes
C Produces clear project plans
D Presents a positive image of the organisation
Stage 2 – Assessment
The assessment consists of one exercise that is designed to assess your ability to deliver great customer service.
There will also be an opportunity for you to talk with a member of the Marks and Spencer team during a one-to-one discussion where you can ask any questions you may have regarding the job.
This discussion does not form part of the assessment. The whole assessment should last around an hour.
Stage 3: Job Interview Questions for Marks and Spencers
Below is a list of 10 Marks and Spencers Interview questions. As part of your job interview preparation with have created a list of potential answers to commonly asked retail interview questions.
Job Interview Question 1: What is your experience in retail or customer service?
- Summaries your retail experience “Collectively, I have X number of years experience in retail…”
- Explain what you enjoy about this line of work “…I enjoy A, B and C..”
- End with your career goal “..long term I want to become ( a retail manager as an example)”
Job Interview Question 2: Why do you want to work for Marks & Spencers?
- Mark and Spencer have a long history. During the interview answer, you can embed some of the history into the answer.
- Also, review M&S company values to show how your personal values are in line with M&S company values.
- Finally, talk about your (positive) experience of being a Mark and Spencer customer.
Job Interview Question 3: What makes Marks and Spencers better than its competitors?
- Be specific – focus on customer service, quality, history, anything really that makes you want to work for the organisation.
- If known, talk about a local competitive company and compare both organisations.
- End, with an idea on how M&S can have an advantage over the competitive company.
Job Interview Question 4: Give me an example of a time when you’ve had to work in a team.
- Ideally, when answering a ‘skill’ question, use an example relevant to the role – customer service, team leader or cafe worker.
- But this isn’t necessary. M&S, here, are looking for an example of teamwork and a teamwork example can come from a sports hobby or a team tasks at university.
- In the example, explain the task, actions, and outcome. In the actions make it clear what duties you completed.
Job Interview Question 5: Give me an example of when you have to work individually to complete a task quickly.
- In retail employees mainly work as part of a large team. But day-to-day tasks are individual.
- Employers are searching for evidence of self-motivation, work ethic, and enthusiasm.
- First, explain how you are a self-starter who enjoys completing tasks. Then give an example – Explain a time-bound task that was needed to be completed urgently. Discuss how you managed your time by ordering the required actions by importance. Finally, state how your self-motivation ensures the duties were completed by the deadline.
Job Interview Question 6: How would you react in a situation where a customer is upset?
- A good starting point is to reference how you are a great communicator or experienced in customer service.
- If you have dealt with an ‘upset’ customer you can answer this question with an example (follow the teamwork interview answer structure)
- For applicants with no customer service experience, explain the steps you would take to help the customer: listen to the reason why the customer is upset, what you did to support the customer and the outcome to these actions.
Job Interview Question 7: What can you offer this role?
- This open question is great as it allows you to discuss your strengths.
- Think about the job criteria and discuss personal strengths relevant to the job role.
- Be positive, enthusiastic and tell any unique selling points.
Job Interview Question 8: What is good customer service?
- Key customer service skills are: listening, explaining, empathy, supportive, negotiation, and friendliness.
- As well as listing customer service skills, explain why customer service is important – the bottom line is customer retention.
- If you have an example of providing exceptional customer service, discuss this here.
Job Interview Question 9: How is online shopping affecting retail businesses?
- Online shopping is becoming highly popular. But some customers still value the in-shop experience. Explain the different ‘wants’ of each customer type.
- Focus the main part of the answer of how you and M&S can improve customer experience to increase customer loyalty – mention how your skills could support this.
Job Interview Question 10: Do you have any questions to ask me?
- How does senior management embed the company values into day-to-day tasks?
- What training and development opportunities are available to staff members?
- What are the busiest periods?
- How long do employees often stay with the company?
- What do you like about working for Marks and Spencer?
