Martha Gage - Amazon Interview Secrets: How to Respond to 101 Popular Amazon Leadership Principles Interview Questions

Amazon Interview Secrets

How to Respond to 101 Popular Amazon Leadership Principles Interview Questions

Martha Gage

Copyright 2021, Martha Gage

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Introduction

T here are over 20,000 job postings advertised on Amazon Jobs websites with a large variety and range of positions. However, as a trillion dollar company that is constantly ranked on top as one of the best places to work in the US, the competition to fill those positions in Amazon is equally high. Since the very inception of the company, Amazon has had a clear vision for its culture and exceptionally high standards for its employees, led by a comprehensive set of principles.

Following questions and answers are based fully on those Amazon Leadership Principles and inspired by real questions asked in Amazon interviews.

Amazon Leadership Principles

1. Customer Obsession

2. Ownership

3. Invent and Simplify

4. Are right, A Lot

5. Learn and Be Curious

6. Hire and Develop the Best

7. Insist on the Highest Standards

8. Think Big

9. Bias for Action

10. Frugality

11. Earn Trust

12. Dive Deep

13. Have Backbone, Disagree, and Commit

14. Deliver Results

101 Amazon Leadership Principles Interview Questions

. Describe for me how you have demonstrated customer obsession?

Tip As the very first Amazon Leadership Principle, Customer Obsession will surely be an on-going theme during your interview. Prepare with anecdotes that you can use to prove your customer-centric way of thinking.

Sample Answer In any given situation, I start with the customer and work backward. My sole intention is to provide an amazing customer experience, even if that means going out of my way to exceed their expectations on the service that I give them. I understand that it is not only about earning their trust, but also keeping their trust by consistently and continually providing great customer experience.

2. Walk us through a time when you helped a customer through a difficult process and what that looked like.

Tip Pick a professional anecdote that shows a time you demonstrated both customer obsession and taking ownership of a situation. It should show your problem-solving skills and react quickly and successfully to a difficult situation.

Sample Answer A customer complained about a technical issue of a product and was clearly irritated since the product was brand new. It, however, turned out to be their lack of knowledge and practice in operating that product. I listened with understanding and took them through the process step by step with patience and care. I focused on making sure that the customer clearly understands and able to operate the product safely.

3. Tell the story of the last time you had to apologize to someone.

Tip This question focused on your ability to be vocally self-critical, which is an important leadership trait, especially when working with teams. Pick a situation where you did not only apologize but also took measures to successfully correct the mistake that happened.

Sample Answer I like sticking to tried and true methods when it comes to handling projects that I have previous experiences in doing. During a recent project, I rejected a different method of operation suggested by a new member thinking it would lower the quality of the final product even though it would have saved us a lot of time. However, during the last minute rush, we resorted to the new method, which ended up being a great success. I apologized to the new member on not having confidence in their method at first.

4. When you are working with a large number of customers, it is tricky to deliver excellent service to them all. How do you go about prioritizing your customers needs?

Tip Focusing on the leadership principles customer obsession, taking ownership, and innovation. Remember that you aim to be hired by the worlds largest online retail company. Think big.

Sample Answer I believe in approaching each and every customer requirement with the same level of attention at first. Properly understanding the gap between importance and satisfaction is important when prioritizing each customers need. I would give priority for the important and expected features or demands first, and fulfill the requirements focusing satisfaction and delight after. It is all about recognizing the vital few from the trivial many.

5. Give me an example of a time when you did not meet a clients expectation. What happened, and how did you attempt to rectify the situation?

Tip Another question that requires you to be self-critical. When answering a question like this, be careful not to focus too much on the negativity. Elaborate on the positivity that comes with identifying your mistake and taking actions to make it right.

Sample Answer One time a client expressed that he is not fully satisfied with a web development project that my team and I delivered. We always made sure to involve the client in the design aspects from the beginning to the end. However, our User Interface designer had taken slight creative liberty when it comes to the layout to deliver a perfect outcome. I sat down with our designer and the client and explained the reasons for the few deviations of the design from what the client directly requested. In the end, the client decided not to change anything and admired the skills of the designer and thanked us for going an extra mile to make sure he gets a perfect outcome.

6. Tell me about a time when you changed your process to better align with customer needs.

Tip This question also tackles your ability to take ownership of a situation and strategically make critical, and most importantly, customer-centric decisions.

Sample Answer A customer made an order related to their upcoming nuptials, and they needed it delivered on a particular date. While the delivery method that they selected did not offer close tracking to mention the exact date that they would receive the article, I put a little more effort and care during the logistics process to make sure that they receive the order on the day they specifically needed it. The client was extremely thankful.

7. Tell me about a time you handled a difficult customer. What did you do? How did you manage the customer? What was her/his reaction? What was the outcome?