20 Nordstrom Sales Associate Interview Questions and Answers

Congratulations! You just got a job interview for a sales associate position at Nordstrom. Now that you’ve landed the interview, it’s time to prepare.

You may be expecting questions about your experience in customer service or retail sales. But Nordstrom also has some unique questions you should be ready to answer. To help you get prepared, we’ve rounded up some of the most common Nordstrom Sales Associate interview questions—with advice on how to answer them and example answers.

1. What experience do you have in customer service?

Nordstrom is a customer service-focused company, so it’s important for them to know that their potential hires have some experience in this field. Your interviewer is likely looking for stories of how you’ve gone above and beyond to satisfy a customer’s needs, or how you’ve handled difficult customer service situations in the past. This question gives you a chance to demonstrate your customer service skills and show why you’d be the perfect fit for this job.

How to Answer:

To answer this question, start by thinking about any customer service experience you have. This could include working in retail or hospitality, volunteering at a local organization, or even helping out friends and family with their needs. Talk about the specific tasks you completed, such as resolving customer complaints or providing helpful advice. If possible, give an example of how your work made a positive impact on the customer’s experience. Finally, be sure to emphasize your enthusiasm for providing excellent customer service and why you think that makes you a great fit for Nordstrom.

Example: “I have several years of experience in customer service, most recently as a retail sales associate for XYZ Department Store. I was consistently praised by customers and managers alike for my ability to handle difficult situations with poise and professionalism. For example, one time a customer was dissatisfied with an item they purchased but didn’t have the receipt. After listening carefully to their concerns, I offered them store credit so they could purchase something else that they liked. They were very happy with the resolution and thanked me for my help. I believe this kind of dedication to customer satisfaction is essential for success at Nordstrom, and I’m excited to bring it to your team.”

2. How would you handle a difficult customer situation?

Nordstrom is known for its customer service, so it’s important that Nordstrom Sales Associates are able to handle difficult customer situations. By asking this question, the interviewer is trying to assess your ability to stay calm, think on your feet, and quickly come up with a solution that will make the customer happy. Additionally, this question will show the interviewer how well you can handle pressure and how you can use your problem-solving skills to deescalate a situation.

How to Answer:

When answering this question, it’s important to show the interviewer that you understand Nordstrom’s commitment to customer service and that you are willing to go above and beyond to ensure a positive experience for every customer. Talk about how you would stay professional and try to empathize with the customer, even if they are being difficult. Show the interviewer that you can think on your feet by providing an example of a time when you successfully handled a difficult customer situation. Explain what steps you took to resolve the issue, and how you made sure the customer was satisfied with the outcome.

Example: “I always strive to provide excellent customer service, no matter the situation. I believe that listening and understanding a customer’s needs is key in providing them with an outstanding experience. In the past, I have had to deal with difficult customers who were dissatisfied with their purchase or service. I was able to resolve the issue by taking the time to listen to their concerns and finding a resolution that met both their needs and my company’s policies. Additionally, I often go above and beyond what is expected of me to ensure that customers are happy with their experience, such as offering helpful advice on how to style items or suggesting complimentary products.”

3. Describe your approach to providing excellent customer service.

Nordstrom is known for its customer service and excellent customer experience. They want to know that you understand the importance of providing quality service and are able to do so. This question allows you to showcase your customer service skills and highlight your ability to provide an outstanding customer experience.

How to Answer:

You can answer this question by emphasizing the importance of customer service and how you go above and beyond to ensure that customers have a positive experience. You should also talk about your ability to listen to and understand customer needs, as well as your willingness to go the extra mile to exceed their expectations. Additionally, be sure to mention any past experiences in which you provided excellent customer service, such as resolving a customer complaint or helping them find the perfect item for their needs.

Example: “I believe that providing excellent customer service is one of the most important aspects of any job. I strive to be friendly, helpful, and attentive while interacting with customers. I take the time to really listen to their needs and help them find the perfect product or solution for their situation. I also go above and beyond by offering personalized suggestions based on what they’re looking for and providing exceptional follow-up after a purchase has been made. I’ve had many past experiences in which I’ve provided outstanding customer service, such as helping a customer return an item or finding a special piece for a gift. My goal is always to provide a positive experience that leaves the customer feeling satisfied and valued.”

4. Are you comfortable working with luxury goods and high-end fashion items?

Nordstrom is known for its luxury products and fashion-forward items, so it’s important that the sales associates they hire are comfortable and familiar with the items they’ll be selling. By asking this question, the interviewer can get a better idea of your knowledge, comfort level, and familiarity with the items and the customer base.

How to Answer:

If you have experience working with luxury goods and high-end fashion items, talk about the brands and products you’ve worked with. If you don’t have any direct experience, mention that you’re familiar with current trends in fashion, or that you’re a quick learner who is eager to learn more about the products Nordstrom carries. Make sure to emphasize your enthusiasm for learning about the products and developing an understanding of the customer base.

Example: “I absolutely love working with luxury goods and high-end fashion items, and I’m confident that I would be a great fit for Nordstrom. I have prior experience working in the retail industry as a sales associate at Bloomingdale’s, where I was responsible for helping customers select items from the designer collections. I’m also very knowledgeable about current trends in fashion, so I know what styles are popular right now and which items customers are looking for. Additionally, I’m a quick learner who is eager to learn more about the products Nordstrom carries, so I can best assist customers in finding the perfect item.”

5. Tell me about a time when you had to upsell a product or service to a customer.

Nordstrom is a customer service-oriented company, so it’s important to show that you understand the value of upselling products or services. This question is an opportunity to demonstrate your ability to recognize customer needs and use your sales skills to meet those needs. It’s also a chance to show that you’re comfortable interacting with customers and can take initiative in offering solutions.

How to Answer:

To answer this question, think of a specific time when you successfully upsold a product or service to a customer. Explain the situation and why it was important to upsell. Describe how you identified the customer’s needs and used your sales skills to offer solutions that met their needs. Talk about how you were able to build rapport with the customer and make them feel comfortable making an additional purchase. Finally, explain what the outcome of the situation was and how it benefited both you and the customer.

Example: “I was working as a sales associate in the shoe department at Nordstrom when I noticed that a customer seemed to be struggling to find shoes that fit her properly. After talking with her for a few minutes, I realized she had wide feet and needed a wider size than what we carried in-store. Knowing that Nordstrom offers free shipping on orders over $100, I suggested that she order a pair of shoes online from our selection of extended sizes. She was thrilled with my suggestion and ended up buying two pairs of shoes. Not only did I help the customer find something that worked for her, but I also increased our store’s revenue by selling an additional item.”

6. What strategies do you use to build relationships with customers?

Nordstrom is a customer service-driven company and its sales associates are expected to provide exceptional service to shoppers. Building relationships with customers is key to providing the best possible experience, so interviewers want to know that you have the skills and strategies necessary to effectively connect with people. They want to know that you understand how to make customers feel valued and that you know how to develop trust and loyalty.

How to Answer:

Your answer should focus on the strategies you use to build relationships with customers. For example, you could talk about how you like to get to know customers by asking them questions and listening intently to their answers; or that you make an effort to remember customer names and details from previous conversations; or that you strive to provide personalized service tailored to each individual’s needs. You can also mention any customer service training you’ve received and how it has helped you develop your skills in this area.

Example: “I believe that customer service is all about building relationships, so I make sure to take the time to get to know my customers. When I’m helping someone in the store, I ask them questions and really listen to their answers. Over time, I’ve also learned how to remember customers’ names and details from our previous conversations, which helps me provide a more personalized experience. I’ve also taken several customer service classes, so I’m familiar with various strategies for connecting with people in meaningful ways.”

7. Do you have any experience using POS systems or other retail technology?

Nordstrom sales associates must be knowledgeable and experienced with the technology used in their store. This includes both the POS system used to process transactions, as well as any other retail technology such as inventory management systems or customer relationship management software. Interviewers want to make sure you have the skills and knowledge to be successful in the role.

How to Answer:

If you have experience using POS systems or other retail technology, talk about the specific software and tools you used. Explain what tasks you were responsible for and how your technical skills benefited the company. If you don’t have any direct experience, explain that you are a quick learner and are confident in your ability to pick up new technologies quickly. You can also discuss any transferable skills such as problem solving, troubleshooting, customer service, etc. that will help you be successful in this role.

Example: “Yes, I have experience using POS systems and other retail technology. During my time at ABC Retail, I was responsible for managing the company’s inventory system which included tracking stock levels and ordering new items as needed. Additionally, I regularly worked with our customer relationship management software to ensure customer satisfaction. I am confident in my ability to pick up new technologies quickly and I have a strong understanding of how technology can be used to improve customer service and streamline processes.”

8. How do you stay informed about the latest trends in fashion and luxury goods?

As a Nordstrom Sales Associate, you will be expected to be knowledgeable about the latest trends in fashion and luxury goods. This question gives the interviewer a chance to see how up-to-date you are on the fashion industry and how you stay informed. It also shows that you have a passion for the industry and that you are willing to go the extra mile to stay informed and knowledgeable about the latest trends.

How to Answer:

Discuss the various ways you stay informed about fashion trends. This could include reading magazines and online articles, attending fashion shows and events, following influencers on social media, or even just keeping an eye out for new styles when you’re out and about. Be sure to emphasize how passionate you are about staying up-to-date with the latest trends in the industry.

Example: “I am very passionate about staying up-to-date with the latest trends in the fashion and luxury goods industry. I read fashion magazines, attend fashion shows and events, follow influencers on social media, and keep an eye out for new styles when I’m out and about. I also have a good network of people in the industry that I stay in contact with to discuss the latest trends and styles. I believe that being knowledgeable about the fashion industry is essential to being a successful sales associate at Nordstrom, and I am committed to staying informed and up-to-date with the latest trends.”

9. Describe a time when you had to go above and beyond for a customer.

Nordstrom is known for its excellent customer service, and its sales associates are expected to take a proactive, customer-first approach. By asking this question, the interviewer is looking to assess your commitment to providing customers with the best possible experience. They want to know if you have the ability to think on your feet and go the extra mile to ensure a customer’s satisfaction.

How to Answer:

Start by recalling a time when you went above and beyond for a customer. Be sure to explain the specific steps you took and emphasize how your actions resulted in a positive outcome. For example, perhaps you noticed that a customer was looking for a particular item that wasn’t currently available in store. You could have gone out of your way to call other stores, order it online, or even research similar items they might be interested in. Your goal should be to illustrate that you are willing to go above and beyond to ensure customers have the best possible experience.

Example: “Recently, I had a customer who was looking for a particular item that we didn’t have in stock. I went above and beyond to call other stores, research similar items they might like, and even order the item online so they could have it as soon as possible. In the end, the customer was very happy with the service I provided and thanked me for going the extra mile. I take pride in providing excellent customer service and always strive to exceed customers’ expectations.”

10. What is your experience with inventory management and merchandising?

This question is designed to assess a potential employee’s ability to work with the company’s inventory. Companies like Nordstrom rely heavily on a well-organized and well-stocked inventory to maximize customer satisfaction and sales. They need someone who can keep up with the ever-changing stock and help ensure that customers can find what they need. By asking this question, the interviewer is also trying to gauge your knowledge of the job and your ability to stay organized and on top of tasks.

How to Answer:

To answer this question, you should discuss any experience you have with inventory management and merchandising. Talk about how you organize the store’s stock, keep up with new products, and ensure that customers can find what they need. You should also mention any skills or techniques you use to stay organized and on top of tasks. Finally, talk about any successes you’ve had in managing inventory such as increased sales or customer satisfaction.

Example: “I have experience with inventory management and merchandising from my previous job as a sales associate at a department store. I was responsible for organizing and stocking the store’s inventory, making sure the shelves were always well-stocked and organized. I also kept up with new items and helped customers find what they needed. My organizational skills helped me stay on top of tasks and I was able to increase customer satisfaction and sales by keeping the store well-stocked.”

11. How do you ensure that all of the products on the sales floor are properly displayed?

Properly displaying products on the sales floor is an important part of the job for a Nordstrom sales associate. It’s important to show that you understand the importance of maintaining a visually appealing store and that you take pride in your work. The interviewer wants to know that you’ll be able to properly organize and display items for customers to easily find, understand, and purchase.

How to Answer:

To answer this question, you should demonstrate your understanding of the importance of displaying items properly. Talk about how you make sure that all products are in their correct place, easy to find, and clearly labeled or described for customers. You can also talk about any additional steps you take such as rearranging displays to create a more visually appealing store, stocking shelves with new merchandise, and cleaning up messes quickly. Additionally, show that you’re able to work well with others by talking about how you collaborate with team members when organizing and maintaining the sales floor.

Example: “I take pride in making sure that all of the products on the sales floor are properly displayed and organized. I’m always sure to keep items in their correct place, clearly labeled, and easy to find. I also enjoy rearranging displays to create a more visually appealing store. Additionally, I’m always quick to restock shelves and clean up any messes. I’m also a team player and am great at collaborating with my colleagues to ensure that the sales floor looks its best.”

12. We want our employees to be knowledgeable about Nordstrom’s policies and procedures. What steps do you take to make sure you understand them?

Nordstrom relies on its sales associates to provide customers with an exceptional experience. To do this, it’s important that associates understand the company’s policies and procedures. The interviewer wants to know that you’re willing to take the time to learn and understand what’s expected of you. They want to know you are committed to providing the best service possible.

How to Answer:

Start off by expressing your enthusiasm for the company and its policies. Talk about how you’re familiar with Nordstrom’s customer service values, such as providing an exceptional experience to customers or being knowledgeable about products. Then explain what steps you take to make sure you understand them. You can talk about reading through the employee handbook, asking questions of more experienced colleagues, attending training sessions, or researching online. Show that you have a proactive approach to learning and understanding the company’s procedures.

Example: “I’m very familiar with Nordstrom’s customer service values. I understand that providing an exceptional experience to customers is essential, and that starts with being knowledgeable about products and policies. To make sure I understand them, I read through the employee handbook and ask questions of more experienced colleagues whenever I have any doubts. I also take advantage of any additional training sessions that are available, and I research online to stay up to date on any changes or updates. I’m committed to understanding the company’s policies and procedures so I can provide the best possible service to customers.”

13. Describe a time when you had to resolve a conflict between two customers.

Nordstrom is known for its excellent customer service, and as a sales associate, you’ll be expected to uphold that reputation. This question is designed to test your ability to defuse tense situations, remain professional, and handle customer disputes in a way that is respectful to all parties involved. It can also demonstrate your ability to remain calm under pressure and think quickly on your feet.

How to Answer:

Start by talking about a time when you had to resolve a conflict between two customers. Explain the situation and how you handled it, emphasizing your ability to remain professional and respectful of both parties. Talk about any strategies you used to defuse the tension, such as listening carefully to both sides and speaking in a calm, soothing tone. Describe the outcome of the situation and how it was ultimately resolved. Finally, explain what you learned from this experience and how you would handle similar situations in the future.

Example: “I once had to resolve a conflict between two customers in my previous retail job. One customer was angry about a product that wasn’t working properly, while the other was upset about the delay in getting their order. I stayed calm and listened to both of their concerns. I then apologized for the inconvenience and offered to exchange the faulty product for a new one. I also offered a discount on their next purchase to make up for the delay. They were both satisfied with the outcome, and I learned the importance of taking the time to understand both sides of the story and finding a solution that works for everyone. I also learned that it’s important to remain professional and respectful no matter how tense the situation may be.”

14. How do you handle returns and exchanges?

This question has two purposes: 1) to assess how well you know Nordstrom’s return and exchange policies and 2) to understand how you handle customer service. Everyone has had to deal with an unhappy customer at some point, and this question will help the interviewer understand how you manage these situations. It also helps them gauge your knowledge of company policies and procedures.

How to Answer:

First, make sure you are familiar with Nordstrom’s return and exchange policies. The interviewer will want to hear that you know these policies inside and out. Then, explain how you handle customer service in a situation where a customer is not satisfied with their purchase or needs an exchange. Show the interviewer that you understand the importance of providing excellent customer service and emphasize your ability to remain calm and professional while dealing with difficult customers. Finally, be sure to mention any past experiences you have had dealing with returns and exchanges, as this will demonstrate your knowledge and experience in this area.

Example: “I am very familiar with Nordstrom’s return and exchange policies and will always ensure that customers are aware of these policies when making a purchase. I understand the importance of providing excellent customer service, so I always remain calm and professional when dealing with a customer who is not satisfied with their purchase or needs an exchange. I have experience handling returns and exchanges from my previous job at a boutique store, so I am confident in my ability to provide excellent customer service when dealing with these types of situations.”

15. What strategies do you use to increase sales and meet targets?

Nordstrom is a customer-focused company, and they want to know you understand how to promote their products and services and make sure customers are satisfied. This question is designed to see if you have a plan or strategy in place to meet sales targets and grow the business. It also shows that you understand the importance of customer service, as it’s often a key component of increasing sales.

How to Answer:

Start by talking about the strategies you currently use or have used in the past. This could include things like upselling, cross-selling, and offering discounts to encourage customers to purchase more. You should also mention that you always strive to provide excellent customer service, as this can help build loyalty and trust with customers. Additionally, talk about any creative techniques you’ve used to increase sales, such as hosting special events or using social media to promote products.

Example: “I use a variety of strategies to increase sales and meet targets. I always strive to provide excellent customer service, as this can help build loyalty and trust with customers. I also use upselling and cross-selling techniques to encourage customers to purchase more. Additionally, I have used creative techniques to increase sales, such as hosting special events and using social media to promote products. I have also created targeted email campaigns and promotional materials to encourage customers to purchase items from Nordstrom. I believe these strategies have been successful, and I’m confident that I can help increase sales and meet targets with Nordstrom.”

16. How do you handle customer complaints?

Nordstrom is known for its excellent customer service, so it’s important that Nordstrom employees understand how to handle customer complaints in a professional, courteous manner. This question is designed to assess your problem-solving skills and customer service skills in a difficult situation. It also helps the interviewer gauge your ability to handle customer complaints in a way that is beneficial to both the customer and the company.

How to Answer:

To answer this question, you should start by emphasizing your commitment to providing excellent customer service. Explain that you understand how important it is for customers to have their concerns addressed in a timely and professional manner. Then describe the steps you take when handling customer complaints. For example, you could explain that you listen to the customer’s complaint carefully, ask questions to get more information if needed, try to find a solution that both parties can agree on, and follow up with the customer after the issue has been resolved. Finally, emphasize your ability to stay calm and composed while dealing with difficult situations.

Example: “I understand the importance of providing excellent customer service and take customer complaints very seriously. When I receive a complaint, I listen carefully to the customer and ask questions to get more information if needed. I strive to find a solution that both parties can agree on and make sure the customer is satisfied with the outcome. I also stay calm and composed while dealing with difficult situations. At the end of the process, I follow up with the customer to ensure they are happy with the resolution and that their concerns were addressed.”

17. What do you think sets Nordstrom apart from other retailers?

Interviewers want to know that you understand the values that make Nordstrom a unique retailer. Nordstrom is known for its customer service, so it’s important that you can explain how the company’s focus on creating a personal shopping experience sets it apart from other stores. It’s also important that you can demonstrate how Nordstrom’s commitment to creating a positive customer experience reflects in the way you interact with customers.

How to Answer:

You should be able to explain the unique features of Nordstrom’s customer service, such as its free shipping and returns policy, same-day delivery, personalized styling services, and loyalty program. You can also talk about how Nordstrom encourages employees to go above and beyond for customers, such as offering complimentary alterations or helping a customer find an item that is sold out in stores. Finally, you should mention how Nordstrom stands apart from other retailers by creating an experience for customers that is both enjoyable and convenient.

Example: “I believe what sets Nordstrom apart from other retailers is its commitment to creating a positive customer experience. Nordstrom offers a wide range of services, such as free shipping and returns, same-day delivery, personalized styling services, and a loyalty program. Nordstrom also encourages employees to go above and beyond for customers, such as offering complimentary alterations or helping a customer find an item that is sold out in stores. This commitment to creating an enjoyable and convenient shopping experience for customers is what makes Nordstrom stand out from other retailers.”

18. How do you keep track of customer preferences and tailor your recommendations accordingly?

Nordstrom is known for its customer service, and as a sales associate, you’ll be expected to provide excellent customer service. This question is designed to get at the heart of how you think about customer service and how you approach it. It’s also a great opportunity to show that you understand the importance of building relationships with customers and taking note of their preferences.

How to Answer:

Your answer should show that you understand the importance of building relationships with customers and taking note of their preferences. Talk about how you keep track of customer preferences either through a physical or digital system, such as a spreadsheet or CRM software. You can also talk about other strategies you use to build relationships with customers, such as asking questions about their lifestyle and interests in order to provide tailored recommendations. Be sure to emphasize your ability to think on your feet, adjust your approach based on customer feedback, and ultimately deliver an exceptional shopping experience.

Example: “I’m very good at quickly building relationships with customers, and I like to ask questions about their lifestyle and interests to get a better understanding of what types of items they might be looking for. I also use a spreadsheet to keep track of customer preferences and purchase history, which allows me to provide tailored recommendations based on their past purchases. Additionally, I’m very responsive to customer feedback and adjust my approach accordingly. I strive to provide an exceptional shopping experience for all of my customers, and I’m confident I can do the same for Nordstrom.”

19. Describe a time when you had to work as part of a team to achieve a goal.

Nordstrom is all about providing exceptional customer service, which often requires team members to work together to meet customer needs. The interviewer wants to know if you understand the importance of teamwork and can effectively collaborate with your colleagues. They may also be looking for evidence of your problem-solving skills, communication and interpersonal skills, and organizational abilities.

How to Answer:

Think of a time when you had to work as part of a team to achieve a goal. Talk about how you were able to contribute to the team’s success, such as by offering creative solutions or helping to coordinate tasks. Show that you can communicate effectively with your colleagues and demonstrate an understanding of the importance of teamwork. Finally, explain what you learned from the experience and why it was important for achieving the goal.

Example: “I recently worked on a team project to develop a new customer loyalty program for a retail store. My role was to coordinate the different tasks and ensure that everyone was on the same page. I was able to use my communication and organizational skills to help the team stay focused and on track. I was also able to provide creative ideas and solutions to help us reach our goal. Working together, we were able to launch the program successfully and it has been well-received by customers. This experience showed me the importance of working together as a team and I believe it will help me be successful in my role as a sales associate at Nordstrom.”

20. What do you think makes an effective sales associate?

Nordstrom is known for its customer service, and the company is looking for employees who can provide that same level of service on the sales floor. The interviewer wants to know that you understand the importance of customer service and can provide it in a way that will help customers and boost sales. They also want to make sure you understand the company’s values and how to embody them in your work.

How to Answer:

To answer this question, focus on the qualities that make a sales associate successful. Talk about how important it is to be attentive and friendly with customers, as well as knowledgeable about products and services. Discuss your ability to build relationships with customers, listen to their needs, and provide solutions. Finally, talk about how you can use your knowledge of the company’s values and policies to ensure customer satisfaction.

Example: “I believe the most effective sales associates are friendly, attentive, and knowledgeable. They are able to build meaningful relationships with customers, listen to their needs and provide solutions. They also understand the company’s values and policies and use them to ensure customer satisfaction. As a sales associate at Nordstrom, I would strive to embody these qualities to create a positive customer experience and drive sales.”