Got an interview coming up with the iconic department store Lord & Taylor? As one of the longest running department stores in the United States, Lord & Taylor has cultivated a reputation for superior customer service and high-end fashion. Landing a job here means joining a company with an established brand name and rich history.
However, that also means the interview process will be highly competitive. You’ll need to demonstrate deep knowledge of the brand, excellent sales/service abilities, and genuine passion for the retail industry.
This inside look at the Lord & Taylor interview process will help you shine and stand out from the crowd. Let’s dive in to the types of Lord & Taylor interview questions to expect and expert tips to nail your responses.
Overview of the Lord & Taylor Interview Process
Here’s a quick breakdown of the typical Lord & Taylor interview stages:
- Initial phone screen with HR
- 1-2 in-person interviews with department manager(s)
- Interview with store manager/district manager
- Follow up interview/reference and background checks
- Job offer
The in-person interviews tend to focus heavily on assessing your customer service skills and fit with the company culture. Come prepared to discuss past retail experience interacting with high-end clientele.
Let’s look at some of the most common interview questions and how to answer them in a way that makes the interviewers want to hire you.
Top Lord & Taylor Interview Questions and Answers
Tell me about yourself.
As in most interviews, expect this common icebreaker question right off the bat. It’s a good chance to make an elevator pitch that highlights your most important skills.
- Focus on your passion for retail, key skills, achievements or awards.
- Keep it concise and relate everything back to the role/company.
- Finish with enthusiasm for the position at Lord & Taylor.
Example: “I’m an accomplished retail professional with 5 years of experience providing exceptional service. What I love most about working in retail is helping customers find pieces that fit their style and budget. I’m also proud to have been the top sales performer at my past two stores, demonstrating my ability to connect with customers and understand their needs. Given Lord & Taylor’s reputation for unparalleled customer service, I know I’d be a great culture fit and have the skills to thrive in this role.”
Why do you want to work for Lord & Taylor?
Hiring managers want to gauge your genuine interest in the company and commitment to the brand Do your research ahead of time
- Discuss Lord & Taylor’s rich history, reputation, and company values.
- Share specific aspects of the culture and mission that resonate with you.
Example “I’ve loved Lord & Taylor ever since I shopped at the flagship store growing up. There’s such a sense of heritage and commitment to service that you feel the moment you walk through the doors Beyond the storied legacy, I’m inspired by Lord & Taylor’s emphasis on giving back and corporate responsibility efforts. It aligns perfectly with my personal values. I’m excited by the opportunity to represent such an iconic brand that customers trust and connect with”
How would you handle an unhappy customer?
Retail interviews will include several behavioral questions testing your grace under pressure and problem-solving abilities.
- Express empathy and active listening first and foremost.
- Discuss de-escalation tactics and finding creative solutions.
- Share an example of turning around a dissatisfied customer.
Example: “When dealing with an unhappy customer, I make sure to first listen attentively to understand the full context of their issue. I empathize and apologize for any inconvenience while making it clear I’m there to help. If possible, I try to offer solutions on the spot, whether it’s locating an item, providing a discount, or suggesting alternative options.
For example, there was one instance where a loyal customer was upset that an item she wanted was out of stock. To turn her experience around, I offered to order the item to ship to her home at no extra charge. I also suggested similar items she may like. By the end of our interaction, I had completely changed her mood. She thanked me for the excellent service.”
How would you encourage customers to open a Lord & Taylor credit card?
Retail companies rely heavily on store credit cards for sales, so this is often asked. Demonstrate your gentle persuasion and education skills.
- Discuss benefits to the customer of signing up for the card.
- Share strategies like promotional offers that would incentivize applicants.
- Express comfort articulating value while avoiding pressure tactics.
Example: “I would highlight specific perks of signing up for the Lord & Taylor card, like the 20% off first purchase offer and 90 day returns policy – features that provide real value to shoppers. I would stress that benefits extend beyond one-time discounts though, touching on the exclusive Member Events throughout the year.
Rather than pushy sales tactics, I find customers respond best when they feel informed on how the credit card can enhance their overall shopping experience with Lord & Taylor. My goal is to communicate that sincerely, and allow them to make the choice that’s best for them.”
Tell me about a time you had to manage an angry customer. What was the situation and how did you handle it?
Expect at least one or two situational interview questions probing your ability to deal with real on-the-job challenges like dissatisfied customers.
- Set the context briefly and move into how you handled it.
- Emphasize calmness, empathy, and a customer-first resolution.
Example: “There was an instance just a few weeks ago where a customer ordered a dress online for her daughter’s wedding but when it arrived it was the wrong size. She came into the store very upset at the prospect of her daughter not having a dress for the wedding.
While completely understanding her frustration, I stayed composed and focused on making it right. I sincerely apologized for the shipping error. I then offered to rush order the correct size with expedited shipping on us, with the guarantee it would arrive in time for the wedding. The customer was not only relieved but extremely appreciative that I handled the situation smoothly and quickly.”
How do you stay motivated in your work? How do you motivate those around you?
This question reveals your intrinsic drive along with your ability to inspire teammates – two key leadership skills in retail.
- Share what motivates you internally like growth, problem-solving, or positive connections.
- Discuss tactics for motivating colleagues like encouragement, leading by example, and communicating shared goals.
Example: “I stay motivated by the opportunity to connect with customers and make a difference in their shopping experience. Knowing I’m creating an enjoyable, smooth process for them keeps me engaged. As far as motivating those around me, I lean on techniques like active listening, sincere encouragement when I see great work, and reminding my team of the impact we make each day. When a shared motivation comes from within, that manifests through enthusiasm that rubs off on others. My goal as a leader is to foster that type of intrinsic motivation across my team.”
Where do you see yourself in 5 years?
Hiring managers want to gauge your career ambitions and projected trajectory to assess your potential long-term fit.
- Express your desire for growth and increased responsibility.
- Align your goals with growth opportunities within the company.
- Focus on developing skills rather than specific titles.
Example: “In 5 years, I see myself in a supervisory or managerial role – leading a team to drive amazing in-store experiences for customers. I plan to be an expert on the Lord & Taylor brand and products so I can continue providing top-notch assistance to high-end clientele. I also hope to serve as a mentor to junior staff, helping them grow their careers. Most importantly, I aim to represent the pinnacle of customer service that Lord & Taylor is known for by creating memorable shopping experiences.”
What does excellent customer service mean to you?
This question evaluates your grasp of service principles along with your dedication to the customer.
- Emphasize patience, active listening, empathy and understanding needs.
- Discuss your passion for delivering wow-worthy service.
- Share relevant examples if possible.
Example: “For me, excellent customer service boils down to making the customer feel valued and creating a positive, memorable experience for them. That means practices like truly listening and seeking to understand their needs before making thoughtful recommendations. It’s providing prompt assistance and never rushing them through an interaction. And of course, bringing a genuine smile and friendly attitude to each customer interaction, making sure they feel welcomed the moment they walk through the door.”
Why do you think you’ll be successful at Lord & Taylor?
Similar to “why do you want to work here,” this allows you to connect your skills directly to the role and company at hand.
- Discuss qualities that would make you a great culture fit.
- Share relevant skills and experience that demonstrate you can excel in the role.
Example: *”With my proven track record of going above and beyond for customers and deep knowledge of high-end retail, I know I have the ability to deliver the exceptional service Lord & Taylor is renowned for. Beyond my qualifications, I’m passionate about fashion
Lord & Taylor salaries
Rate Lord & Taylors promotion and raise policies.
Lord & Taylor employee reviews
Based On 2 Ratings
Working here helped me get along better with other people, which was my favorite thing about the job.
Things I didn’t like about the staff were that they were rude and would put you on the schedule without telling you, then try to blame you for not showing up.
there werent any perks to the job they used and abused your work ethic
We were a family. Everyone worked together and helped each other to get the job done and achieve the company goals.
No divide between job positions.
