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Vodafone telephone interview
Hey guys i just got a call today from vodafone and they asked me to have a telephone interview on friday.
Anyone done one of these before? Anyone done it with vodafone especially??
What questions did they ask and what should i do to prepare myself for this?
any tips in general would be ace, thanks.
Anyone done one of these before? Anyone done it with vodafone especially??
What questions did they ask and what should i do to prepare myself for this?
any tips in general would be ace, thanks.
Reply 1
Bump as I also have one on Friday 
I believe, from the other zillion telephone interviews I have done, it will be based on competancy questions sooo..
Have you ever dealt with a difficult customer?
What makes a good customer service experience?
Tell us of a time when you have recieved good/bad customer experience?
Give an example when you have gone above and beyond the call of duty
How have you worked towards targets/upselling in previous roles?
There are a few more, just google them
I believe, from the other zillion telephone interviews I have done, it will be based on competancy questions sooo..
Have you ever dealt with a difficult customer?
What makes a good customer service experience?
Tell us of a time when you have recieved good/bad customer experience?
Give an example when you have gone above and beyond the call of duty
How have you worked towards targets/upselling in previous roles?
There are a few more, just google them
Reply 3
i have an interview with them today so i will tell u when they call
Reply 4
Vodafone Interview
hi everyone guy here i got my second fone interview with vodafone which i did not pass on here is one of the role playing test they give you i was reading on an other site they maybe three different role playing tests i only have one of them so i am going to give you all so that maybe you will pass on i am going to copy and paste it here. when you are on the fone he or she will say that they where on the fone earlier with a member of your team they where rude to him you should say that you are very sorry that they got that response and you will speak to your manager to investigate his complaint and make sure that this does not happen again vodafone say this to you to throw you off garde. this role playing test is about holiday packages you will understand it when i give it to you. Now you should ask them when they would like to go for example the times and dates they want to go on holiday you are trying to sell the managers monthly in store offer. he or she at vodafone will request that they want a (self catering) holiday 2 adults are £420 so that's £840 plus 2 kids both children are under 16 so that's £210 each at £420 if they accept that package go on to selling them the extras and at the end of the call make sure you say we can hold this offer for you for 24 hours to hope this helps you the guy a vodafone wasnt very nice to speak to
so here is one of the role playing test
Retail advisor role play- candidate brief
Background
As a Retail Advisor for Vodafone you are the face of our organisation which our customers will most often see and we will rely on you to represent us with the highest levels of customer service. We will look to you to exceed their expectations whilst always ensuring the maximum return on revenue. You will have the enthusiasm and ability to respond to customers’ needs and the awareness to be able to quickly spot sales opportunities.
Instructions
For the purpose of this exercise you are to imagine that you are in a Travel Sales Advisor role within a Travel Agency – Happyhols. You have been provided with information about the products and services that you are able to offer to customers. This information is designed to assess the way in which you interact with the customer, provide excellent customer service whilst offering them the most appropriate products and services available. In addition, the exercise will evaluate how you identify and expand on sales opportunities suitable to the customer’s needs.
Please note the exercise is not testing your ability to learn new procedures and guidelines.
We strongly recommend that you spend a minimum of 20 minutes to read through the information provided. You may make notes if you wish.
The assessor will call you at the agreed time and they will check whether you have any questions. You will then have up to 15 minutes for the conversation with the customer. The assessor will play the part of the customer. It is important to treat the situation as realistically as possible and to behave the way you would within that situation.
You will be able to refer to these instructions and your notes throughout the role-play.
Once you have agreed with the assessor that you are ready to begin you should initiate the call as if you had picked up the phone to the customer who is calling.
Please note that the information that you are provided with is fictitious and is provided solely for the purpose of this assessment exercise.
Important guidelines:
• As a Travel Sales Advisor the information below contains information of the different holiday packages that Happyhols offers. There are both Internet and In-Store offers, which you are able to sell.
• Head Office suggests that advisors restrict the number of Internet packages you sell and as a team you will receive less bonus for these than the in-store offers. You cannot offer the £100 discount which is offered if you buy on the Internet.
• Each month your store also has a “Managers Offer of the Month” which Head Office would like the advisors to focus efforts on selling, in order to reach its monthly target and increase the team bonus advisors will receive.
• Please note that as a travel advisor you are able to 'hold' a holiday for up to 24 hours for a customer.
• Please note that Table 1 provides you with a list of 'Extras' that can be sold to complement a customers holiday
• Table 2 provides you with examples of pricing structures that you may find useful during your call with the customer
TABLE 1:
EXTRAS
These can be sold with the package to complement a customers holiday
Holiday Insurance – cover for cancellations and medical cover for accidents while abroad • Adult - £20 per person
• Child - £10 per person
Pre-booking flight seats • £ 5 per person
Express Check In – guaranteeing immediate check-in on arrival up to 45 minutes before flight time • £10 per person,
• free for children 5 yrs and under
Transfers from airport to resort and resort to airport • £30 each way (price based on party of up to 5 adults)
Discounts can be provided for in store packages off the final price only if they purchase an 'In-store Offer' and purchase at least one additional ‘Extra’ • Up to £150
Please find to follow details of all of the packages currently available:
MANAGER’S IN-STORE OFFER OF THE MONTH
Gran canaria:Puerto Rica- Altermar Apartments
• 4 stars/Self Catering/7 nights
• Leaving from: Heathrow
• Flight times: Outward 28th July 2007 at 07:00, Return 4th August 2007 at 12:30
Terraced into the hillside above Puerto Rico, with breathtaking scenic views of the rural countryside, the Altamar is the ideal choice for couples and families in a well-planned complex with high standards. The award winning Puerto beach is accessible by a short ride away on a regular shuttle bus.
Location
Shops, bars and nightlife of the Europa Centre are just 500metres away; and the award winning soft sand beach is 5Km away
Facilities:
Two swimming pools; pool bar; restaurant with buffet and a la carte menu (vegetarian meals available); on-site mini-market and launderette; lounge; 24 hour reception
Activities
2 pool tables; regular day and evening entertainment
Special Offers
Free entry to Aquaworld water park (located along Puerto beach) during month of July
Happy hour – 2-4-1 on cocktails (alcoholic and non-alcoholic) and local spirits
Accommodation
1 bedroom apartments (2-4 persons) have double bed, living area with sofa bed plus folding bed, air conditioning, TV (payable locally, coin operated), direct-dial telephone, breakfast bar, kitchenette with fridge and a small microwave oven, bathroom or shower room and balcony or terrace with sea view. Prices are based on Self Catering. Bed and Breakfast or Half Board available at supplment*
Price: Adult - £ 350
Child (under 16) - £125
2 bedroom apartments (2-5 persons) are also available and are as above but with 1 double bedroom, 1 twin bedroom plus fold up bed and with bath or shower room. Prices are based on Self Catering. Bed and Breakfast or Half Board available at a supplement* for guests on self catering.
Price: Adult - £ 420
Child (under 16) - £210
*Bed & Breakfast supplement = £20 per person per week, free for under 5’s
Half Board supplement = £80 per person per week, free for under 5’s
INTERNET BARGAIN
Gran Canaria:Playa Inglesia - Las Margaritas Hotel
• 4 stars/Bed & Breakfast/7 nights
• Leaving from: Gatwick
• Flight times: Outward 21st July 2007 at 22:40 - Return 28th July 2007 at 20:40
Modern and friendly, the Apart/Hotel Barcelo Las Margaritas offers exceptionally high standards of service in beautifully decorated surroundings. By day there is an exciting range of facilities and activities and with a full evening entertainment programme guests of all ages will be guaranteed an enjoyable stay.
Location
• Centre of Playa del Ingles;
• 1.5 km from beach and promenade (free shuttlebus operates);
• 300m to shops and restaurants; 50m to supermarket
Facilities
Circular pool surrounded by split-level sun terraces with palm trees; rooftop naturist terrace; sunloungers and parasols; large buffet restaurant; choice of bars including poolside bar, piano bar with TV and disco bar (over 18 yrs only); tropical gardens; TV room/conference room; souvenir shop
Rooms
Rooms have 2 or 3 beds, satellite TV, air conditioning, full bathroom with hairdryer and balcony or terrace. Prices are based on B&B. Half Board is available at a supplement*.
Holiday Highlights
• Hotel-run kids' club - subject to availability. Priority given to Half or Full Board guests
Activities
• Tennis courts; table tennis, water activities available at a supplementary cost
• Entertainment programme
Prices
• Adult - £ 450
• Child (under 16) - £225
*Half board supplement = £100 per person (under 16’s free)
INSTORE OFFERS
Fuertaventura: Costa Cama- Cama self Catering Apartments
• 4 stars/Self Catering/7 nights
• Leaving from: Stansted
• Flight times: Outward 17th June 2007 at 14:30, Return 24th June 2007 at 09:00
An attractive complex situated in a prime beachside location. The good standard of accommodation coupled with excellent facilities will ensure a comfortable stay.
Location
Overlooking the main sandy stretch of beach; 400m from shops, bars and restaurants
Facilities
Two pools; sunloungers; buffet restaurant; pool bar; snack bar and saloon bar; lounge with TV; internet facilities; 24hr reception, shops
Holiday Highlights
• Free child place (under age of 5)
• Reduced all inclusive price during peak season (July and August) of £150 per adult per week, £75 per child (under 16) per week
Activities
Tennis court; volleyball; table tennis; pool table; darts; gym; whirlpool; sauna; massage; full
daytime international entertainment programme six days a week, including a kids club for 16 and under. All Inclusive guests: All Inclusive features include all meals and drinks, free water sports and golf tuition
Rooms
1 bedroom apartments (2-4 adults) have separate twin bedroom, lounge area with sofa bed, air conditioning, satellite TV, telephone, kitchenette with fridge, toaster, coffeemaker and microwave,
hairdryer, full bathroom and balcony or terrace. Prices are based on 4 sharing on self catering.
Prices
• Adult - £ 450
• Child (5 - 16) - £225
Supplements as stated above
this is a table of the cost it wont display here properly but you will understand it when you get this file from vodafone hope this helps
TABLE 2 : Summary of prices for holiday packages available:
Package 1 adult price 2 adult price Child price(over 5 yrs)/ child price (under 5 yrs) 2 adults + 1 child (over 5 years old) 2 adults + 2 children (one under 5 yrs , one over 5 yrs)
Altamar Apartments
1 Bedroom £350 £700 £125 / £125 £825 £950
1 Bedroom, Bed & Breakfast £370 £740 £145 / £125 £885 £1010
1 Bedroom, Half Board £430 £860 £205 / £125 £1065 £1190
2 Bedroom £420 £840 £210 / £210 £1050 £1260
2 Bedroom, Bed & Breakfast £440 £880 £230 / £210 £1110 £1320
2 Bedroom, Half Board £500 £1000 £290 / £210 £1290 £1500
Las Margaritas
Standard B&B package £450 £900 £225 (under 16) £1125 £1350
Half Board £550 £1100 £225 £1325 £1550
Cama Apartments
Self Catering £450 £900 £225 / Free £1125 £1125
All inclusive £600 £1200 £300 / Free £1500 £1500
hi everyone guy here i got my second fone interview with vodafone which i did not pass on here is one of the role playing test they give you i was reading on an other site they maybe three different role playing tests i only have one of them so i am going to give you all so that maybe you will pass on i am going to copy and paste it here. when you are on the fone he or she will say that they where on the fone earlier with a member of your team they where rude to him you should say that you are very sorry that they got that response and you will speak to your manager to investigate his complaint and make sure that this does not happen again vodafone say this to you to throw you off garde. this role playing test is about holiday packages you will understand it when i give it to you. Now you should ask them when they would like to go for example the times and dates they want to go on holiday you are trying to sell the managers monthly in store offer. he or she at vodafone will request that they want a (self catering) holiday 2 adults are £420 so that's £840 plus 2 kids both children are under 16 so that's £210 each at £420 if they accept that package go on to selling them the extras and at the end of the call make sure you say we can hold this offer for you for 24 hours to hope this helps you the guy a vodafone wasnt very nice to speak to
so here is one of the role playing test
Retail advisor role play- candidate brief
Background
As a Retail Advisor for Vodafone you are the face of our organisation which our customers will most often see and we will rely on you to represent us with the highest levels of customer service. We will look to you to exceed their expectations whilst always ensuring the maximum return on revenue. You will have the enthusiasm and ability to respond to customers’ needs and the awareness to be able to quickly spot sales opportunities.
Instructions
For the purpose of this exercise you are to imagine that you are in a Travel Sales Advisor role within a Travel Agency – Happyhols. You have been provided with information about the products and services that you are able to offer to customers. This information is designed to assess the way in which you interact with the customer, provide excellent customer service whilst offering them the most appropriate products and services available. In addition, the exercise will evaluate how you identify and expand on sales opportunities suitable to the customer’s needs.
Please note the exercise is not testing your ability to learn new procedures and guidelines.
We strongly recommend that you spend a minimum of 20 minutes to read through the information provided. You may make notes if you wish.
The assessor will call you at the agreed time and they will check whether you have any questions. You will then have up to 15 minutes for the conversation with the customer. The assessor will play the part of the customer. It is important to treat the situation as realistically as possible and to behave the way you would within that situation.
You will be able to refer to these instructions and your notes throughout the role-play.
Once you have agreed with the assessor that you are ready to begin you should initiate the call as if you had picked up the phone to the customer who is calling.
Please note that the information that you are provided with is fictitious and is provided solely for the purpose of this assessment exercise.
Important guidelines:
• As a Travel Sales Advisor the information below contains information of the different holiday packages that Happyhols offers. There are both Internet and In-Store offers, which you are able to sell.
• Head Office suggests that advisors restrict the number of Internet packages you sell and as a team you will receive less bonus for these than the in-store offers. You cannot offer the £100 discount which is offered if you buy on the Internet.
• Each month your store also has a “Managers Offer of the Month” which Head Office would like the advisors to focus efforts on selling, in order to reach its monthly target and increase the team bonus advisors will receive.
• Please note that as a travel advisor you are able to 'hold' a holiday for up to 24 hours for a customer.
• Please note that Table 1 provides you with a list of 'Extras' that can be sold to complement a customers holiday
• Table 2 provides you with examples of pricing structures that you may find useful during your call with the customer
TABLE 1:
EXTRAS
These can be sold with the package to complement a customers holiday
Holiday Insurance – cover for cancellations and medical cover for accidents while abroad • Adult - £20 per person
• Child - £10 per person
Pre-booking flight seats • £ 5 per person
Express Check In – guaranteeing immediate check-in on arrival up to 45 minutes before flight time • £10 per person,
• free for children 5 yrs and under
Transfers from airport to resort and resort to airport • £30 each way (price based on party of up to 5 adults)
Discounts can be provided for in store packages off the final price only if they purchase an 'In-store Offer' and purchase at least one additional ‘Extra’ • Up to £150
Please find to follow details of all of the packages currently available:
MANAGER’S IN-STORE OFFER OF THE MONTH
Gran canaria:Puerto Rica- Altermar Apartments
• 4 stars/Self Catering/7 nights
• Leaving from: Heathrow
• Flight times: Outward 28th July 2007 at 07:00, Return 4th August 2007 at 12:30
Terraced into the hillside above Puerto Rico, with breathtaking scenic views of the rural countryside, the Altamar is the ideal choice for couples and families in a well-planned complex with high standards. The award winning Puerto beach is accessible by a short ride away on a regular shuttle bus.
Location
Shops, bars and nightlife of the Europa Centre are just 500metres away; and the award winning soft sand beach is 5Km away
Facilities:
Two swimming pools; pool bar; restaurant with buffet and a la carte menu (vegetarian meals available); on-site mini-market and launderette; lounge; 24 hour reception
Activities
2 pool tables; regular day and evening entertainment
Special Offers
Free entry to Aquaworld water park (located along Puerto beach) during month of July
Happy hour – 2-4-1 on cocktails (alcoholic and non-alcoholic) and local spirits
Accommodation
1 bedroom apartments (2-4 persons) have double bed, living area with sofa bed plus folding bed, air conditioning, TV (payable locally, coin operated), direct-dial telephone, breakfast bar, kitchenette with fridge and a small microwave oven, bathroom or shower room and balcony or terrace with sea view. Prices are based on Self Catering. Bed and Breakfast or Half Board available at supplment*
Price: Adult - £ 350
Child (under 16) - £125
2 bedroom apartments (2-5 persons) are also available and are as above but with 1 double bedroom, 1 twin bedroom plus fold up bed and with bath or shower room. Prices are based on Self Catering. Bed and Breakfast or Half Board available at a supplement* for guests on self catering.
Price: Adult - £ 420
Child (under 16) - £210
*Bed & Breakfast supplement = £20 per person per week, free for under 5’s
Half Board supplement = £80 per person per week, free for under 5’s
INTERNET BARGAIN
Gran Canaria:Playa Inglesia - Las Margaritas Hotel
• 4 stars/Bed & Breakfast/7 nights
• Leaving from: Gatwick
• Flight times: Outward 21st July 2007 at 22:40 - Return 28th July 2007 at 20:40
Modern and friendly, the Apart/Hotel Barcelo Las Margaritas offers exceptionally high standards of service in beautifully decorated surroundings. By day there is an exciting range of facilities and activities and with a full evening entertainment programme guests of all ages will be guaranteed an enjoyable stay.
Location
• Centre of Playa del Ingles;
• 1.5 km from beach and promenade (free shuttlebus operates);
• 300m to shops and restaurants; 50m to supermarket
Facilities
Circular pool surrounded by split-level sun terraces with palm trees; rooftop naturist terrace; sunloungers and parasols; large buffet restaurant; choice of bars including poolside bar, piano bar with TV and disco bar (over 18 yrs only); tropical gardens; TV room/conference room; souvenir shop
Rooms
Rooms have 2 or 3 beds, satellite TV, air conditioning, full bathroom with hairdryer and balcony or terrace. Prices are based on B&B. Half Board is available at a supplement*.
Holiday Highlights
• Hotel-run kids' club - subject to availability. Priority given to Half or Full Board guests
Activities
• Tennis courts; table tennis, water activities available at a supplementary cost
• Entertainment programme
Prices
• Adult - £ 450
• Child (under 16) - £225
*Half board supplement = £100 per person (under 16’s free)
INSTORE OFFERS
Fuertaventura: Costa Cama- Cama self Catering Apartments
• 4 stars/Self Catering/7 nights
• Leaving from: Stansted
• Flight times: Outward 17th June 2007 at 14:30, Return 24th June 2007 at 09:00
An attractive complex situated in a prime beachside location. The good standard of accommodation coupled with excellent facilities will ensure a comfortable stay.
Location
Overlooking the main sandy stretch of beach; 400m from shops, bars and restaurants
Facilities
Two pools; sunloungers; buffet restaurant; pool bar; snack bar and saloon bar; lounge with TV; internet facilities; 24hr reception, shops
Holiday Highlights
• Free child place (under age of 5)
• Reduced all inclusive price during peak season (July and August) of £150 per adult per week, £75 per child (under 16) per week
Activities
Tennis court; volleyball; table tennis; pool table; darts; gym; whirlpool; sauna; massage; full
daytime international entertainment programme six days a week, including a kids club for 16 and under. All Inclusive guests: All Inclusive features include all meals and drinks, free water sports and golf tuition
Rooms
1 bedroom apartments (2-4 adults) have separate twin bedroom, lounge area with sofa bed, air conditioning, satellite TV, telephone, kitchenette with fridge, toaster, coffeemaker and microwave,
hairdryer, full bathroom and balcony or terrace. Prices are based on 4 sharing on self catering.
Prices
• Adult - £ 450
• Child (5 - 16) - £225
Supplements as stated above
this is a table of the cost it wont display here properly but you will understand it when you get this file from vodafone hope this helps
TABLE 2 : Summary of prices for holiday packages available:
Package 1 adult price 2 adult price Child price(over 5 yrs)/ child price (under 5 yrs) 2 adults + 1 child (over 5 years old) 2 adults + 2 children (one under 5 yrs , one over 5 yrs)
Altamar Apartments
1 Bedroom £350 £700 £125 / £125 £825 £950
1 Bedroom, Bed & Breakfast £370 £740 £145 / £125 £885 £1010
1 Bedroom, Half Board £430 £860 £205 / £125 £1065 £1190
2 Bedroom £420 £840 £210 / £210 £1050 £1260
2 Bedroom, Bed & Breakfast £440 £880 £230 / £210 £1110 £1320
2 Bedroom, Half Board £500 £1000 £290 / £210 £1290 £1500
Las Margaritas
Standard B&B package £450 £900 £225 (under 16) £1125 £1350
Half Board £550 £1100 £225 £1325 £1550
Cama Apartments
Self Catering £450 £900 £225 / Free £1125 £1125
All inclusive £600 £1200 £300 / Free £1500 £1500
Reply 5
Thanks a lot for ur help mate.....
Reply 6
Hi there Everyone.
I have the 2nd telephone interview with the vodafone lined up on monday. I am very Nervous and dont know what questions r they gonna ak. Can someone plzzzzzz help with this . I will really appreciate it.
Thanks
I have the 2nd telephone interview with the vodafone lined up on monday. I am very Nervous and dont know what questions r they gonna ak. Can someone plzzzzzz help with this . I will really appreciate it.
Thanks
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