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Costco operates a chain of membership-only big-box retail stores across the globe. As of 2021, Costco was ranked #10 on the Fortune 500 rankings of the largest United States corporations by total revenue.
Costco is also regularly rated as one of the best companies to work for, ranking as the top company for compensation and benefits in 2018. The retailer is known for paying living wages and offering one of the highest minimum wages out there.
Both part-time and full-time employees receive benefits including health care, vision, dental, 401(k) programs, life insurance, stock options, short-term disability, long-term insurance, and more. With all of these perks, Costco is a great company to consider employment with. But what can you expect when interviewing at Costco?
Costco uses various interview methods when hiring for their teams, resulting in a two to three-week interview process from initial submission to the final interview session. Candidates may be required to sit through multiple rounds of interviews in various formats, including one-on-one interviews, group interviews, panel interviews, or phone interviews.
Typically, the process begins with a phone call to schedule a one-on-one interview in person. This process may involve speaking with an individual and answering some basic questions about your resume and interest in the position.
In your second round interview, you may meet with your potential managers over a series of a few days, or possibly in one sitting. If you land a group interview, you will be required to go in person to the desired store location. You may receive a brief tour and exposure to the day-to-day responsibilities of a Costco employee.
Additionally, you will be subject to a background check and drug testing if offered a position. Policies on background checks and drug testing will vary based on the location of your store of choice. To give yourself the best chance at success, be sure you show up with enthusiasm.
Use past experiences to relate to the job you’re applying for at Costco and discuss any responsibilities that might be relevant to the job for which you’re applying. Applicants should always display positivity, friendliness, and confidence to improve their chances of getting hired.
What makes you interested in a job at Costco?
This is obviously one of the most common questions you’ll likely be asked during an interview with Costco. They want to know if you’re serious about joining their team and what you already know about their company.
While it’s not necessary to do extensive research into Costco, it’s a good idea to have a few tidbits in your back pocket that you can use to respond to this question. Your interviewer will want to know you’ve come prepared.
Example Answer:
I’ve been a Costco member for two years now, and I have been consistently impressed with the level of customer service I receive when I shop. As a current employee at a smaller retail venue, I’ve been able to get to know and serve our customers personally. I feel that Costco has the resources to help me become even more skilled at customer service, which is something I am extremely passionate about. I also enjoy gaining various product knowledge and am very familiar with the Costco Kirkland brand.
If you are working on a high-priority task and a customer approaches you looking for help, what do you do?
Most Costco employees are required to not only work one department but multiple departments over the course of a single shift. This means you might stock shelves, handle cleanup, provide samples, work the register, be the front greeter, and more.
The secret for Costco is that the customer should always be the priority. Respond to this question with that in mind to find success with this question.
Example Answer:
If a customer approached me, I would pause whatever my task was in the moment, as long as it was safe, to give them my attention. In a position like this opening at Costco, customer service always comes first, so listening to a customer’s questions or needs will always take priority over jobs I can finish at another time. Once I gather all of the information necessary to help them, I’ll offer whatever assistance I can or point them in the direction of the person or department they should check. Only after the customer is satisfied will I return to my task at hand.
What was the most challenging problem you’ve faced, and how did you handle it?
Costco is a fast-paced environment, and despite your best efforts, you will undoubtedly face a challenge at work. Your interviewer is looking to understand your problem-solving abilities and making sure you can properly prioritize on the job.
Because of the efficient environment, Costco is looking to hire people who can effectively problem-solve on their own, rather than hiring employees needing extensive guidance.
Example Answer:
The most challenging problem I’ve faced was when there was a dispute between two employees who had assumed the other had placed an important order to fulfill a customer request. The customer was going to pick up their order within the hour, and we realized it had never been fulfilled earlier that day. We were out of the product, and my two employees were arguing. Rather than involve myself in the fight, I took it upon myself to take the company truck to the local store to pick up the items we needed. The customer only needed to wait an extra ten minutes, but we had her order ready for her.
Describe a situation where you displayed great customer service.
Costco’s stores are known for their exceptional customer service, so this will be a question that will likely be asked during your interview. You want to be sure you can portray an excellent understanding of what great customer service is and how you have actively displayed this in previous jobs.
Example Answer:
At my previous store, I had an older woman who was a frequent customer. Unfortunately, she wasn’t able to carry many things out to her car, so I always took it upon myself to help her to her car. One day, we received a phone call to the store from the same woman, letting us know she had a nasty fall and couldn’t make it in for her usual order. Another colleague and I decided it was important that we deliver her regular order to her house. She was very thankful, and once she had healed up, she returned to her normal routine with us.
Tell me about a time when you had to assist a difficult customer. How did you handle the situation?
Like any retail job, Costco is sure to have its share of difficult customers, and they’ll want to make sure you can handle them. This is an important question to be asked and to answer correctly.
You’ll want to use an example and be sure to spin it as positively as you can. Be sure you have customer service at the forefront of your mind when responding to this one.
Example Answer:
I have dealt with my fair share of difficult customers in my current position, as we are a boutique retailer, so many customers come in expecting something very specific. When interacting with a difficult customer, I try to be as kind as accommodating as possible. Doing this often changes their behavior to be more accommodating and understanding in return, making the interaction more enjoyable for both of us. I just try to remember that customer service is most important and that everybody has a bad day sometimes.
What do you think sets Costco apart from its competitors?
As Costco hiring managers may want to see what you understand about Costco and the Costco brand, this is another common question. It’s always a good idea to do a little research about the company, the market, and its competitors before you step into an interview. Be sure to understand some of Costco’s strategies for success.
Example Answer:
Costco has a clear understanding of cost leadership and providing exciting deals for their members. I find this to be the biggest differentiator to competitors because I am constantly getting a quality product at a reasonable price. The other differentiator is the Kirkland brand. The Costco brand is always high in quality but very competitive in pricing compared to other big-box stores. I feel that these two things are the biggest things that set Costco apart from its competitors.
If you were assisting a customer and a second customer approached to request your help, what would you do?
This is another very important customer service question that may be asked during your interview. It incorporates both customer service and prioritization skills. It’s important to keep customer service at the forefront of your mind when responding to this question to ensure you keep your customer’s needs at the highest priority.
Example Answer:
If I am helping a customer and a second customer approaches me for help, I will find another colleague to help the second customer. I find this is the best way to handle a situation like this so that the first customer doesn’t lose my attention and the second customer gets helped as quickly as they can. I would rather find a colleague to help the customer at the moment, rather than to ask the customer to wait.
What would you do if a customer didn’t have their membership card when they were checking out?
Since Costco is a membership-only store, customer cards are typically checked at the front of the store, before a customer enters, and again during the check-out process. If a customer comes through without their card, it can be a touchy subject. This is equal parts problem solving and customer service.
Example Answer:
If a customer came in without their membership card, I would ask them to visit the membership desk that is just past the register before we could continue with their transaction. I would ask for the card upfront to ensure this isn’t an issue after everything has been rung up. The membership desk will be able to verify their membership and issue them a new card so that they can avoid this in future transactions.
If a customer accused you of demonstrating poor customer service, how would you react?
This part of customer service can be difficult, but it’s important to be self-aware. You can’t make everyone happy all the time; you can just do your best. Think through this question before you walk into your interview because it’s very likely this question or a similar question will be asked.
Example Answer:
If a customer accused me of demonstrating poor customer service, I would try not to let it bother me much. I would later explain my thinking process and actions to the supervisor or manager, if one were contacted, or to my colleague who may have stepped in to help the customer. Sometimes things just become misunderstandings and don’t have anything to do with poor customer service at all. I would try to learn from any mistakes I’d made and ask for honest feedback from my colleagues or manager.