Job description

INTERVIEW GUIDE
BRAND AMBASSADOR

THE AEO APPROACH TO INTERVIEWING
AEO is committed to hiring the most qualified individual for the Job. The Brand Ambassador Interview Guide is intended to provide you with a structured interview process and assist in making the best hiring decision.
The interview guide provides various behavior-based questions focusing on how the candidate performed in other related situations. The logic behind behavior-based interviewing is that past behavior often predicts future behavior. Become familiar with the suggested questions and utilize during the interview.

AR sEtrMuEctMuBreEdR i-n AteErOvi eISw A pNr oEcQeUssA tLh OatP iPsO cRoTnUsNistITeYn tE fMorP LaOll YcEaRndidates will ensure equal treatment of all who apply.
Keep the focus on the job requirements and how each candidate has performed in the past. We do not ask questions about current or past compensation history, race or color, religion or creed, alienage or citizenship status, sex (including pregnancy), national origin, age, sexual orientation, disability, gender identity or expression, marital or partnership status, children, domestic violence or stalking victim status, genetic information or predisposing genetic characteristics, height or weight, economic status, medical issues, political affiliations or memberships or arrest records, military or veteran status or any other characteristic protected by law. Should you have any questions, escalate them to your field Human Resources Business Partner. Some candidates will volunteer information that you would prefer not to know. The best way to handle this situation is not to pursue it during the discussion, or to make note of it. You can’t erase the information from your memory, but you can eliminate it as a discussion point and selection factor. Do not write or attach anything to the candidate’s resume or application. Any notes taken during the interview should be objective, detailed, factual, and concise. Irrelevant information should not be recorded in your notes or influence the hiring decision.

STEPS TO A SUCCESSFUL INTERVIEW

Familiarize yourself with the candidate’s background, identify an appropriate location to host
SHOW UP the interview and be on time. Call the candidate prior to the interview and let them know they

PARTY READY will be trying on merchandise during their interview. Plan for 15-30 minutes to conduct the interview. The time will vary depending on the position you are interviewing for.

Keep in mind that interviewing can be stressful. Take time to establish rapport and set a positive
SET THE tone by spending a few minutes in casual conversation. Inform the candidate about the position

ATMOSPHERE you will be discussing and briefly outline the interview structure and objectives.

Utilize the “Get Curious” concept during the interview process with the use of probing questions. Use “What?” and “How?” to probe deeper into the candidate’s responses until you

ASK obtain the information you need to effectively evaluate their skill set. Some examples of what

QUESTIONS to ask are: What action did you take? What did your supervisor say? What did you learn from the experience? How did that go? How could you have done that better? How did that impact you? After each section, mark “Yes” if the candidate meets the qualifications for your store or mark “No” if they do not.

Close the interview in a positive manner and remember, every candidate is a customer! If you decide to move forward with the candidate, provide them with the appropriate next steps

CLOSE THE and follow through with your commitment. If not, inform them that your intention is to make a
INTERVIEW decision by a specific date and if they are not contacted by this date their information will be maintained for future opportunities. Thank the candidate for their time and interest in American
Eagle.

INTERVIEW GUIDE
BRAND AMBASSADOR

CANDIDATE INFORMATION
NAME DATE DESIRED POSITION HIRING MANAGER

1 BREAK THE ICE
YES NO

• As the interviewer: Explain your history with AEO, the work ethic/culture of your store and share detai ls about your team.
• Tel l me about yourself . Why are you considering working for AE?
• Tel l me something you are passionate about?

2 BRAND ADVOCATE
YES NO

• When was the last t ime you shopped in an AE or aerie store? o What was the experience l ike? o What did the staff do wel l? o What could they have done better?
• Tel l me about the outf i t you are wearing today. What inspired you to wear i t?

3 SELLING SKILLS
YES NO

• Tel l me about a great customer service shopping experience you have had. o What made i t great?
• Option 1: We ask our Brand Ambassadors to engage with the customer to help f ind what they are looking for. I f you had a customer shopping for an outf i t for her 16th birthday party, what are some quest ions you would ask her to learn about what she l ikes?
• Option 2: You have a customer who has never shopped at American Eagle before. How could you introduce the customer to the brand, and what types of quest ions would you ask them?

STOCK TEAM

• Tel l me about your role and responsibi l i t ies as a stock/OM Associate.
• What techniques do you use to keep yourself organized?
• Tel l me about a t ime you had to complete several tasks with competing deadlines.

4 ACTIVITY
YES NO

• Have the interview candidates select their favori te AEO jean style. Have them try i t on and share what they l ike/disl ike about i t , how they would sel l i t to a customer and how they would create a complete look using other i tems in the store.

INTERVIEW GUIDE
BRAND AMBASSADOR

BREAK THE ICE
LISTEN FOR...

• Outgoing personality, talkative and confident.

ASK MORE QUESTIONS IF...

• The candidate is hesitant or not open to sharing specific details about their personality.

BRAND ADVOCATE
LISTEN FOR...

• Enthusiasm and love for the AE & Aerie brands.
• Ability to articulate their outfit details and reasons why they paired specific items together.

ASK MORE QUESTIONS IF...

• The candidate uses broad terms to describe events or characteristics without providing any specific examples.

SELLING SKILLS
LISTEN FOR...

• How well the candidate can distinguish between poor customer service/great customer service.
• Ability to articulate the type of customer engagements that create the AEO experience you expect in your store.

ASK MORE QUESTIONS IF...

• The candidate can’t define what great customer service is.
• They struggle talking through the customer journey (greeting, introducing merchandise, starting a Fitting

Room, closing the sale).

ACTIVITY
LISTEN FOR…

• Confidence in selecting an outfit and describing why they put it together, including personal testimony and product details.

ASK MORE QUESTIONS IF…

• The candidate can’t give any reasons why they like the jean.
• The candidate can’t create an outfit with their given merchandise.

Job Type: Part-time

Shift:

• Day shift
• Evening shift
• Morning shift
• Night shift

Weekly day range:

• Monday to Friday
• Weekend availability

Work Location: In person

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