This is the most common competency question asked in a Tesco interview, and it is designed to test your innate Empathy and dedication to Customer Service. Many candidates fail this question because they provide a generic answer about simply doing their job, such as helping a colleague finish a task or pointing a customer to the right aisle. Tesco wants to see evidence that you understand the difference between standard service and exceptional service.
To score highly, you must use the STAR method (Situation, Task, Action, Result) to structure your response. The 'Action' part of your answer must clearly demonstrate that you took ownership of a problem that wasn't strictly your responsibility. Did you call another store to find an out-of-stock item? Did you help an elderly person carry their shopping to their car in the rain? The key is to highlight the extra step you took.
Crucially, the 'Result' must focus on how your actions made the other person feel. Tesco's core values heavily emphasise treating people how they want to be treated. By concluding your answer with the positive emotional outcome, you prove that you are motivated by genuine care rather than just ticking a box.
"A customer was visibly distressed because she couldn't find a specific dietary product for her child. Instead of just checking our shelves, I went to the stockroom, found an unopened pallet, and retrieved the item. She was incredibly relieved and thanked me for saving her evening."