Scenario Interview Questions
Question:
Could you please explain what a “scenario” type interview question is and how to answer this type of question? Thank-you.
Answer:
Although most interviews today include many behavioral type questions that should be answered using the “STAR” method, you may also encounter a few scenario type questions.
Most of the scenario questions will put you in a situation on an airplane where a passenger has a problem. Here are a few of the more common scenario questions being asked at interviews with our recommended answers.
Question 1: A passenger in the coach cabin says he noticed that the passengers in the first-class cabin were given newspapers and he would like one too.
Answer: You should explain to the passenger that one of the amenities offered to first class passengers is a complimentary newspaper and that in reality they are paying for that paper because of the increased ticket price. You should also say that you will do your best to accommodate him by finding a newspaper for him, perhaps from someone in the coach cabin that is finished reading their copy.
Question 2: A woman changes her infant’s diaper during the meal service and asks that you dispose of the dirty diaper for her.
Answer: You should advise the passenger that you would be happy to dispose of the diaper at the conclusion of the meal service. You could also recommend that the passenger dispose of the diaper herself in the lavatory. In either case, you should recommend that she put the diaper inside an airsickness bag prior to disposal.
Question 3: A man is making a business call on the in-flight telephone (or on his cell phone on the ground). He complains to you that he can’t hear because the baby next to him won’t stop crying.
Answer: If the flight is not completely full, you should ask the passenger if he would like to change seats and relocate to a quieter location. If he is not willing to move, you could also ask the person with the baby if she would mind moving. If it is a full flight, you might consider having one of them trade seats with another passenger. If all else fails, you could ask the passenger with the baby to temporarily leave the man alone so he could make his call, perhaps walking the baby up and down the aisle.
These are just a few examples of scenario questions that you may encounter in an interview. For additional scenario questions (and answers) and over one hundred other types of questions including behavioral interview questions, please order our book, “How to Answer Flight Attendant Interview Questions.”
Good luck!
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