Top 25 REI Sales Associate Interview Questions and Answers

Getting a job at REI as a sales associate provides an exciting opportunity for anyone passionate about the outdoors. However, before you get to share your expertise on camping, climbing, cycling and more with customers, you’ll need to ace the REI sales associate interview.

To help you get fully prepared and land the job we’ve compiled a list of the top 25 most common REI sales associate interview questions along with sample answers. Read on to learn how to best demonstrate your qualifications.

1. Why are you interested in working at REI?

This first question lets you show how excited you are about the job and the company. In your answer, talk about how much you love the outdoors and want to help people find the right gear.

Sample Answer I’m an outdoor enthusiast always looking for my next adventure REI’s commitment to promoting the outdoor lifestyle deeply resonates with me I love that the company helps equip customers for their own adventures. Working here would be an opportunity to combine my passion for the outdoors with my enjoyment of helping customers find the perfect products.

2. What experience do you have in sales or retail roles?

The interviewer wants to gauge your level of sales or retail experience. Focus on highlighting any skills from past roles that are transferable.

Sample Answer: Though most of my work experience has been in the restaurant industry as a server, I developed key skills in providing excellent customer service, upselling, inventory management, and handling cash transactions. All of this experience dealing directly with patrons is highly relevant for a sales associate role. I’m excited to apply my customer-focused mindset to a new industry.

3. How would you describe REI’s brand image?

This tests your understanding of REI’s brand values and reputation. Emphasize their position as a leader in the outdoor gear industry.

Sample Answer: REI has cultivated a brand image centered around a love of life outside. They position themselves as outdoor advocates, working to get more people connected to the outdoors in an environmentally responsible way. There’s a focus on quality gear, knowledge-based customer service, and creating community through their events and services. REI is seen as a go-to authority in the outdoor industry.

4. How would you handle an impatient customer complaint about an item being out of stock?

Here the interviewer wants to assess your ability to deal with disgruntled customers in a calm, helpful manner. Focus your answer on empathy, creative problem-solving and ensuring a positive outcome.

Sample Answer: I would start by sincerely apologizing for the inconvenience. I would let the customer vent their frustration while actively listening to understand the root issue. Once I grasp their needs, I could suggest potential substitute items we have in stock and advise on delivery timelines if they prefer to wait for the original item. My goal with an impatient customer is always turning the interaction into a positive experience, even when we can’t meet their original request.

5. A customer needs help deciding between two similar tents. How would you assist them in making a decision?

This question tests your ability to ask probing questions to truly understand a customer’s needs and provide knowledgeable recommendations. Share your strategy for guiding them to the right choice.

Sample Answer: First, I would inquire about key factors – where they plan to camp, desired capacity, budget considerations and any must-have features. Once I understand their needs, I would outline the pros and cons of each option, highlighting how they align with the customer’s priorities. If still uncertain, I would recommend setting both tents up in-store to experience first-hand. My aim is equipping the customer with the details they require to select the best choice for their needs.

6. How would you respond if a customer insisted a competitor’s product was superior to the one you recommended?

The interviewer wants to see that you can confidently stand behind REI products while remaining professional if challenged. Emphasize listening to the customer while expressing faith in REI gear.

Sample Answer: If a customer challenged my product recommendation based on a preference for a competitor, I would avoid debating them. Instead, I would listen closely to understand their perspective on the competing product’s advantages. I would then express my confidence in the benefits of REI’s product while also promising to pass their feedback to our merchandising team. My goal is maintaining a respectful relationship, even when we disagree on product superiority.

7. A customer shows interest in a technical product but admits to little experience with it. What do you do?

Here the focus is on assessing whether you can provide both educational guidance and excellent customer service to less experienced customers.

Sample Answer: I would start by thanking them for their honesty and asking open questions to grasp their current understanding of the product. I would then offer a high-level overview, being careful not to overwhelm them with too much technical detail all at once. After covering the basics, I would give hands-on product demonstrations and invite them to participate. My aim is to equip the customer with sufficient knowledge to feel confident making a purchase decision that suits their skill level.

8. How would you go about learning specialized product knowledge outside your current expertise?

Given REI’s vast array of products, this question helps determine if you are eager to continuously build your product knowledge. Share how you would take initiative to expand into unfamiliar areas.

Sample Answer: While I have core product familiarity from my own experiences, no one can be a subject matter expert on all outdoor gear. To expand my knowledge in less familiar categories, I would proactively study our website specs and materials and talk to teammates with relevant expertise. I would ask to shadow colleagues to observe their interactions with customers about those products. I would also try products firsthand when possible and regularly review new arrivals. Continuously developing my product expertise is something I find very rewarding.

9. Describe a time you had to deal with an angry or difficult customer. How did you handle the situation?

By asking about your past experience managing challenging customer interactions, the interviewer can assess your customer service skills and ability to stay calm under pressure. Share examples that demonstrate patience, empathy and conflict resolution skills.

Sample Answer: When I was a restaurant server, a customer angry about a delayed order began raising his voice and making unreasonable demands. Rather than reacting defensively, I listened calmly to their concerns, sincerely apologized for the delay and asked how I could improve their experience. After letting them vent, I tactfully explained the reasons for the delay while proposing a few solutions to remedy the situation, including complimentary dessert. By the end, the customer’s mood was defused and they thanked me for the excellent service.

10. How would you go about building a rapport with customers?

Developing connections with customers is key for a sales associate. Share the strategies and mindsets you would use to establish trusting, helpful customer relationships.

Sample Answer: I build rapport by approaching customers with genuine warmth and enthusiasm. I like to strike up friendly conversations, actively listen to their needs and find ways to relate personally, such as discussing favorite hobbies or outdoor destinations. If I sense hesitation, I share my own experiences to build trust in my knowledge. I also make sure to interact with repeat customers by name and ask about recent adventures. My focus is on developing authentic connections, which I find really rewarding in this role.

11. Describe a time you went above and beyond normal expectations to satisfy a customer.

Exceeding customer expectations is essential for any REI sales associate. Use this question to demonstrate how you take initiative and come up with creative solutions to keep customers happy. Share an example that highlights your commitment.

Sample Answer: When a customer’s water filter broke while they were already on a remote camping trip, I knew being without purified water could ruin their plans. Since there was no quick way to get a replacement to them, I offered to work with our supplier to overnight a filter to the nearest ranger station for them to pick up, free of charge. It took some logistical problem-solving between both companies, but the customer was incredibly grateful. For me, going above and beyond is about understanding what really matters to customers.

12. How would you educate customers about proper use and maintenance of products purchased?

Product education is a core part of the sales associate role at REI. Share how you would proactively provide customers critical usage instructions and safety information.

Sample Answer: I know many customers are eager to use new purchases but may not read all the instructions. To ensure safe usage, I clearly communicate key safety tips specific to each product, emphasizing any high-risk concerns. I also provide basic demonstrations and have customers demonstrate proper techniques. For involved products, I may suggest attending our in-store clinics for hands-on education prior to first use. My priority is confirming customers feel empowered to use their new gear correctly before embarking on outdoor adventures.

13. How would you stay motivated in your role during slow periods with minimal customer foot traffic?

Since customer traffic fluctuates at retail stores, this question helps assess your ability to stay focused when things get slow. Emphasize taking initiative to maximize your contributions.

Sample Answer: During slower periods, I would proactively complete any unfinished tasks lingering from busier times, such as reorganizing inventory or replenishing displays. I would also take time to expand my product knowledge through studying specs and materials on new inventory.