20 Pottery Barn Interview Questions and Answers

When it comes to home décor, Pottery Barn is a go-to for many people. The company offers a wide range of products, from furniture to bedding to home accessories. But what sets Pottery Barn apart from other home décor retailers is its focus on customer service.

If you’re interested in working for Pottery Barn, you’ll need to be able to demonstrate your customer service skills in an interview. In this guide, we’ll give you some tips on how to prepare for your interview, as well as some sample Pottery Barn interview questions and answers.

Pottery Barn Interview Process

The interview process at Pottery Barn can vary depending on the position you are applying for. For some positions, like Sales Associate and Stock Associate, the interview process may just be a single interview with the manager. For other positions, like Design Specialist or Merchandise Coordinator, the interview process may involve multiple interviews with different members of the team. Overall, the interview process is generally fairly informal and relaxed, though it can be slightly more intense for some positions.

1. What is your favorite Pottery Barn product and why?

This question helps employers learn more about your interests and personality. They want to know that you enjoy the products they sell, but also that you have a unique perspective on what makes them special. When answering this question, try to choose something that is not too common or popular. Explain why it’s meaningful to you and how it fits into your life.

Example: “My favorite Pottery Barn product is the ‘I love you to the moon and back’ pillow. I’ve always loved astronomy, so when I saw this pillow in the store, I knew I had to buy it for my niece. She loves space as much as I do, so I thought she would appreciate the sentiment of the quote. It was one of her favorite gifts.”

2. If a customer asks for advice on how to decorate their home, what would be your response?

Interviewers may ask this question to assess your customer service skills and how you interact with customers. When answering, it can be helpful to provide an example of a specific situation where you helped a customer find the right decor for their home.

Example: “I would first ask them what they’re looking for in terms of style or color scheme. Then I’d offer some suggestions based on my own experience working at Pottery Barn. For instance, if they were looking for something modern, I might suggest our new line of metal wall art that’s currently on sale.”

3. How would you handle an irate or agitated customer?

Pottery Barn is a customer service-oriented company, so it’s likely that you’ll encounter customers who are upset or angry. Employers ask this question to make sure you have the skills and experience needed to handle difficult situations with grace and professionalism. In your answer, explain how you would use your communication and conflict resolution skills to help calm an upset customer.

Example: “I’ve had plenty of experience dealing with irate customers in my previous role as a sales associate at a retail store. I always try to remain calm when a customer is upset, even if they’re yelling or raising their voice. I listen carefully to what they’re saying and take notes on any details they mention. This helps me address their concerns more thoroughly and efficiently.

If they’re still upset after I’ve addressed their issue, I will apologize for the inconvenience and offer them a discount on their purchase. If they’re still unhappy, I will find someone else to assist them.”

4. Do you have any experience working with interior design software like SketchUp?

The interviewer may ask you this question to see if you have experience with the software they use at Pottery Barn. If you don’t, you can explain that you’re willing to learn it and how you would do so.

Example: “I haven’t worked with SketchUp before, but I’m familiar with other interior design software like AutoCAD and 3D Studio Max. I’ve used these programs in my previous job to create floor plans for clients. I think I could easily adapt to using SketchUp as well.”

5. Describe the most challenging retail environment you have worked in.

The interviewer may ask this question to learn more about your experience working in a fast-paced environment. Use your answer to highlight how you overcame challenges and used them as opportunities for growth.

Example: “The most challenging retail environment I have worked in was during my first year of employment at Pottery Barn. At the time, I had only been working with customers for six months, so I didn’t know all of the products we sold or their prices. One day, a customer asked me if we carried a specific item that they couldn’t find online. I told them that we didn’t carry it but offered to order it for them. They were upset because they wanted to buy it immediately, not wait for us to ship it. I apologized and promised to call them when it arrived.”

6. Have you ever dealt with shoplifting? How did you handle it?

Shoplifting is a common problem in retail stores, and employers want to know how you would handle it if it happened at Pottery Barn. Use your answer to show that you have the skills to prevent shoplifting and respond appropriately when it does happen.

Example: “I’ve never had to deal with shoplifting personally, but I understand that it’s an issue for many retailers. If I ever encountered someone stealing from my store, I would first try to calmly talk them out of it. If they refused to return the item, I would call security to escort them off the premises. I believe that being firm but polite is the best way to handle this situation.”

7. Are you comfortable lifting heavy boxes of inventory?

Pottery Barn asks this question to make sure you’re physically capable of performing the job duties. When answering, be honest about your physical capabilities and how they relate to the job. If you have any experience lifting heavy boxes or if you’ve worked in a warehouse before, mention it in your answer.

Example: “I’m very comfortable lifting heavy boxes because I used to work at a grocery store where I had to lift 50-pound boxes all day long. It was hard work but I got used to it. I think my ability to lift heavy things is an asset to Pottery Barn because I can help other employees with their tasks.”

8. What do you think are the three most important qualities for someone working as a sales associate at Pottery Barn?

This question can help the interviewer get to know you better and understand what qualities you value in a job. When answering this question, it can be helpful to think about your own experiences working as a sales associate or other customer service position. Consider which skills helped you succeed in those roles and how they might apply to Pottery Barn.

Example: “I think that three most important qualities for someone working at Pottery Barn are patience, organization and communication. As a retailer, I’ve found these skills to be especially important when interacting with customers. For example, if a customer has questions about a product, it’s important to take the time to explain things thoroughly so they feel confident about their purchase. Similarly, it’s important to stay organized while on the sales floor so you can quickly find items that customers request. Finally, good communication is key because it allows you to connect with customers and ensure they have everything they need.”

9. Tell us about a time when you went above and beyond for a customer.

This question can help the interviewer get a better sense of your customer service skills and how you might fit in with their company. When answering this question, it can be helpful to think about a time when you helped a customer solve a problem or went out of your way to make them happy.

Example: “When I worked at my previous job, we had a customer who was looking for a specific type of pillow that they couldn’t find anywhere. After searching online and calling other stores, they still hadn’t found what they were looking for. They called our store, and I spent an hour on the phone with them going through different options until we finally found one that matched what they wanted.”

10. Can you tell us about a time when you were faced with a difficult decision at work, how did you handle it?

Pottery Barn wants to know that you can make decisions on your own and how you handle them. When answering this question, think of a time when you had to make a tough decision at work and explain why you made the choice you did.

Example: “At my previous job, I was faced with a difficult decision regarding whether or not to hire someone for an open position. The person in question had all the qualifications we were looking for but also had some red flags in their background check. Ultimately, I decided to give them a chance because they seemed genuinely interested in working here and I felt like they could learn from our training program.”

11. Why do you want to work at Pottery Barn?

This question can help the interviewer learn more about your interest in working for Pottery Barn. You may have visited one of their stores or shopped online, and you might be familiar with the company’s mission statement. Use this opportunity to show that you are passionate about customer service and enjoy helping others.

Example: “I want to work at Pottery Barn because I love the products they create and sell. Their designs are beautiful, and I would love to be a part of the team that creates these items. I also really enjoy interacting with customers and helping them find exactly what they need. I think my skills as a sales associate will translate well into this role.”

12. When was the last time that you had to deal with angry customers and how did you handle them?

Pottery Barn is a company that values customer service, so it’s likely they’ll ask you this question to make sure you have the skills necessary to help their customers. When answering this question, try to give an example of how you helped a customer and what actions you took to resolve the issue.

Example: “When I worked at my previous job, we had a lot of angry customers who would call us with questions or concerns about our products. One time, a customer called in because she was upset that her new couch arrived damaged. She wanted me to send someone out to fix it for her, but I explained that we couldn’t do that since it wasn’t a manufacturing defect. Instead, I offered her 10% off her next purchase.”

13. How would you motivate a team member who is not performing well?

Pottery Barn is a company that values teamwork and collaboration. Your answer to this question can show the interviewer how you would help your team members succeed in their roles. You can use examples from previous experiences where you helped motivate someone who was struggling at work.

Example: “I have had experience with motivating underperforming team members before, and I find it’s important to first understand why they are not performing well. If there is an issue outside of work, such as personal problems or health issues, I will try to be understanding and flexible. However, if the employee is simply not working hard enough, I will explain what expectations they need to meet and give them specific goals to achieve.”

14. What is your experience with managing employees?

Pottery Barn is a large company with many employees. The interviewer wants to know if you have experience managing others and how you would handle the responsibility of supervising other team members. Use examples from your previous job or discuss what you plan to do in the future if you haven’t had management responsibilities before.

Example: “I’ve never been in charge of hiring, training or firing employees, but I am very comfortable working as part of a team. In my last position, I was promoted to lead a small group of sales associates who were new to the company. We met weekly to discuss our goals for the week and ways we could improve our performance. I also offered one-on-one coaching sessions to help them learn more about their jobs.”

15. When was the last time you had to resolve conflict between two employees? How did you approach it?

Pottery Barn wants to know how you resolve conflict and work with others. This question can help an interviewer understand your problem-solving skills, communication abilities and leadership qualities.

Example: “At my previous job, I had two employees who were constantly arguing about the best way to complete a task. One employee was more experienced than the other, but they both wanted to do things their own way. I met with each of them separately and explained that it’s important for everyone to respect one another. They agreed to compromise and find a solution together.”

16. What do you think is the most important thing to remember when trying to motivate a team?

Pottery Barn is a company that values teamwork and collaboration. Your answer to this question can show the interviewer how you would approach motivating your team members at Pottery Barn.

Example: “I think it’s important to remember that everyone has different motivators, so I would try to learn what motivates my team members individually. For example, some people are motivated by praise, while others prefer more tangible rewards like bonuses or promotions. Some people need to feel challenged in their work, while others want to know exactly what they’re expected to do each day. By learning about my team members’ individual needs, I could create an environment where everyone feels supported and appreciated.”

17. The work schedule can be quite hectic at times. Are you prepared for that?

Pottery Barn is open seven days a week, and the work schedule can be quite hectic at times. The interviewer wants to make sure you’re prepared for that type of environment.

Example: “I am used to working in fast-paced environments, so I’m prepared for the long hours and busy schedules. In my last position, we were often understaffed, which meant we had to work extra hard to keep up with our customers’ needs. I learned how to manage my time well and prioritize tasks to ensure I was always meeting deadlines.”

18. What are some ways that you keep up with the latest trends in furniture and home décor?

The interviewer may ask this question to see if you’re interested in the latest trends and how you stay up-to-date on them. To answer, think of some ways that you keep up with home décor news and share your methods for doing so.

Example: “I subscribe to several interior design blogs and newsletters that I check daily. I also follow a few interior designers on social media who post about new products and designs they create. I find these resources helpful because they give me ideas for decorating my own home as well as tips for helping customers at work.”

19. What would you say to a young couple looking for ideas on how to decorate their apartment?

This question is a great way to show your creativity and problem-solving skills. You can use examples from past experiences or describe how you would approach this situation.

Example: “I recently helped a young couple decorate their apartment, and I started by asking them what they liked about each other’s style. They both said that the other person was very stylish but also practical. So, we looked at some of the Pottery Barn collections together and found pieces that were modern but still had a classic feel. We also talked about where they wanted to live when they got older and created a space that could grow with them.”

20. How do you stay organized during busy periods at work?

Pottery Barn is a large company that requires employees to work with many different tasks at once. Employers ask this question to make sure you have the organizational skills necessary for success in their organization. In your answer, explain how you stay organized and give an example of a time when you used those skills to help you complete a task or project on time.

Example: “I am very good at staying organized, especially when I have multiple projects going on at once. At my last job, I was responsible for managing our social media accounts while also creating content for our blog. To keep track of everything, I created a spreadsheet where I could enter all of the information I needed to create each post. This helped me stay organized and meet deadlines.”