If a customer is looking for a part but doesn’t know what it’s called, how would you figure out what they needed?

Over 35,000 different products are sold in the average Home Depot store. Another million can be found online. To put it mildly, the chances of you remembering them all are slim to none. So, if a customer comes in looking for something that they can't describe well, there's a good chance you won't be able to recall the product. Instead, you'll have to figure it out on your own, and the hiring manager wants to make sure you can.

Ask the customer to describe the part as best they can, including its size, shape, and what it is used for. This information may give you a clue as to what the part is called or what it is used for. If the customer has the part with them, ask if there are any numbers, markings, or labels on the part that could help identify it.

If you have access to a computer or a catalog, you could use pictures or diagrams to help the customer identify the part. You could also show them similar parts to see if they recognize the one they need. If the part is for a specific product, ask the customer for the make and model of the product. This information can help you identify the correct part.

Example answer:

“If a customer was looking for something that they couldn’t clearly identify, I would start by asking thoughtful questions. I may ask them to describe what the part does or where they intend to use it. Requesting details about the material it’s made out of, its color, and approximately size could also help. My goal would be to narrow it down based on the details they can provide. That way, we could work our way toward it logically, ensuring they ultimately get what they need.”