Use this question to find out about a candidate's commitment to professionalism and helping to maintain brand image. What to look for in an answer:

• A calm, approachable and polite demeanour
• A proactive and helpful approach
• Attention to detail

Answer: 'A great first impression is the first step to building rapport with customers. That's why I take the time to greet them, briefly ask them about their day, learn their name and deal with their request as smoothly as possible. I also make sure to appear calm and friendly so they feel reassured in my presence.'  

Find out whether a candidate understands how to use software like booking systems or Microsoft Excel. What to look for in an answer:

• Previous training in computer packages
• An IT GCSE and/or numerical skills
• Ability to quickly take notes/a good typing speed

Answer: 'In secondary school, I learned how to use the Microsoft Office Suite, including Excel, so I have a good understanding of how to input customer data into spreadsheets. In my previous job, I used appointment booking apps to manage customer appointments, ensuring that the correct information was entered for each new booking.'  

Use this question to find out about a candidate's empathy and conflict management skills. What to look for in an answer:

• Ability to defuse situations with customers or clients
• Strong active listening skills
• The ability to understand other perspectives

Answer: 'I listen carefully and calmly to their concerns and try to see things from their perspective. I reassure them that I understand their situation, let them know when they are likely to be seen and explain any delays with their appointment. If the customer became aggressive though, I'd report it to security straight away.'  

Find out about a receptionist candidate's attention to detail and ability to clearly communicate information. What to look for in an answer:

• An organised approach to note-taking
• Ability to listen carefully and actively to details
• Not afraid to ask clients to repeat information

Answer: 'I'd take extra care to listen for key details in what the client is saying. If there's anything I do not hear the first time round, I politely ask them to repeat it. If they mention any names of people, places or organisations I don't know how to spell, I clarify this with the client too.'  

Use this question to find out if a candidate understands basic data protection rules and how to build customer trust. What to look for in an answer:

• Understanding or awareness of GDPR and data protection legislation
• Discreetness and respectful of customer privacy
• Follows company policy

Answer: 'First, I make sure only to collect information that's required from a customer. If I need to collect confidential data such as their address or phone number I make sure it's stored safely in the organisation's data management system. Unless they give their explicit consent, I do not share it with other members of staff.'  

Use this question to find out how candidates manage client or customer expectations, while remaining courteous. What to look for in an answer:

• A respectful attitude to customers
• Strong diplomacy skills
• The ability to organise and find times for appointments

Answer: 'First, I express understanding for their situation. I then do my best to find the earliest available slot or a time that is convenient for the client. If possible, I offer them the option of a brief phone consultation to discuss their needs. If I am unable to arrange a timely appointment, I sincerely apologise for the inconvenience.'  

This question helps employers determine how candidates prioritise different tasks while remaining respectful towards customers. What to look for in an answer:

• The ability to multitask
• Organisational skills
• A warm and friendly attitude to customers

Answer: 'Even when I’m busy, it’s important to acknowledge customers and make them feel welcome. If I’m on the phone, I make eye contact and smile to show that I’ve noticed them. If I'm busy with an urgent task, I'll briefly explain the situation and let them know how long I'll be.'  

Learn about how a candidate handles any security risks or emergencies in the workplace. What to look for in an answer:

• A calm, methodical approach to handling stressful situations
• The ability to report security or emergency concerns to the right member of staff
• Understanding of evacuation procedures and awareness of fire exits

Answer: 'I always keep an eye out for potential security issues. If I notice suspicious behaviour or someone behaving aggressively, I discreetly report it to security. If an evacuation is required, I make sure company policy is followed correctly for these procedures.'  

Use this question to find out how a candidate would troubleshoot basic technical issues. What to look for in an answer:

• Basic computer literacy skills
• Ability to troubleshoot issues
• Attention to detail

Answer: 'First, I would check whether the router is working correctly and if the signal strength is sufficient. If any lights are flashing red, I would try resetting the router. If that doesn’t resolve the issue, I would restart the computer to see if that helps. If I am unable to fix the problem, I would contact the IT support team for further assistance.'  

Find out about a candidate's organisational and prioritisation skills using this question. What to look for in an answer:

• Ability to prioritise tasks according to urgency
• Ability to field calls and multitask under pressure
• The ability to quickly assess and address caller needs

Answer: 'I believe it's important to prioritise calls based on urgency, handling the most important ones first while thanking other callers for their patience. If I need to transfer any calls, I ensure these are directed quickly and correctly to the right member of the team.'