Ace Your REI Sales Associate Interview: The Top 15 Questions and Answers (2024)

Outdoor gear giant REI prides itself on cultivating a passionate, knowledgeable staff. As a co-op focused on getting people outside, REI looks for sales associates who are enthusiastic about recreating responsibly and inspiring customers to do the same through excellent service.

If you have a chance to interview for a sales associate role at REI it’s an opportunity to join a purpose-driven organization with terrific benefits like generous discounts and paid time off to enjoy the great outdoors.

But first, you’ll need to demonstrate your potential to positively impact the member experience and uphold REI’s mission Preparing responses to common interview questions is the best way to stand out

Here are 15 of the top REI sales associate interview questions along with tips on how to craft winning answers:

1. Why do you want to work for REI?

REI looks for people truly aligned with their co-op ethos. Convey passion for the outdoors and interest in REI’s commitment to stewardship. Highlight why their culture appeals to you.

Sample Answer As an avid hiker and cyclist, I’m drawn to REI’s dedication to promoting responsible recreation and outdoor access I’m excited at the prospect of joining a co-op where I can connect people to nature in a sustainable way REI’s gear and expertise have enriched my adventures over the years. I’m thrilled by the opportunity to pay that forward and help the next generation of outdoor enthusiasts grow through enriching experiences outside.

2. What qualities make for a successful REI sales associate?

This question allows you to demonstrate understanding of the core competencies needed for the role. Emphasize passion, technical knowledge, excellent service skills and ability to create welcoming experiences.

Sample Answer: Outstanding REI team members balance passion for the outdoors with a dedication to enriching each customer interaction. Key qualities include in-depth product expertise to provide specialized guidance, unwavering customer service skills to build trusting relationships, and true enthusiasm for getting people outside responsibly. Successful associates leverage their passion to inspire both casual recreationists and hardcore adventurers to make the most of the outdoors.

3. How would you ensure a customer finds the gear that is the best fit for their needs?

REI wants to know that you can listen carefully to each customer, ask thoughtful questions, and guide them to the optimal gear selection. Share your approach to active listening and need-based recommendations.

Sample Answer: Discovering the right gear starts with listening closely to the customer to learn their specific needs. I would use open-ended questions to understand important factors like experience level, intended use, fit and sizing needs, and budget. From there, I can make personalized recommendations, explaining key features and benefits of products that align with what they value most. My goal is to equip customers with gear that enables them to have their best possible outdoor experiences.

4. How would you handle a situation where a customer was unclear about how to use a product they purchased?

REI sales associates are partners in both the sale and ongoing product use. Demonstrate your commitment to education and complete customer care. Share how you would provide a helpful tutorial or point them to classes.

Sample Answer: Providing exceptional service doesn’t end at the register. If a customer reached out needing guidance on using a product, I would take the time to provide a full tutorial tailored to them. For more complex products like bikes, kayaks or camping gear, I would schedule hands-on demos and walk them through proper setup, use and maintenance. I’d also highlight REI’s great selection of online resources and in-store classes to supplement their learning. My goal is building customer confidence, so they get the full value from their purchase.

5. How would you balance promoting REI products and services while also maintaining your authenticity?

REI aims for genuine interactions, not “salesy” ones. Share how you would have natural conversations, focusing on assessing customer needs vs. pushing specific gear.

Sample Answer: Building authentic connections based on shared passions is very important to me. While I feel REI has top-tier products and services that enrich most outdoor adventures, I know each customer’s needs are unique. My priority is listening first and determining what will truly resonate for them. Rather than promoting any particular item, I start by inviting customers to share their outdoor interests. From there, we can have a natural, trust-based conversation on how REI can elevate their experience. This authentic approach is mutually rewarding.

6. How would you stay up-to-date on the latest outdoor gear and industry trends?

Ongoing education is key for REI associates. Share proactive steps you would take to keep your knowledge sharp, like reading trade publications, attending vendor events and familiarizing yourself with new inventory shipments.

Sample Answer: I recognize that knowledge of cutting-edge gear and industry developments is critical in providing elite service at REI. I would take multiple steps to ensure my expertise stays current. This includes reading relevant blogs, magazines, and new product announcements daily. I would also connect with vendors to learn about emerging trends. Testing new item shipments extensively allows hands-on learning. Regularly reviewing customer feedback provides valuable insight into real-world use. Together, these efforts will keep me well-versed in the latest and greatest gear.

7. How would you build rapport and create a welcoming environment for each customer?

This evaluates your ability to cultivate the human connection at the heart of member service. Share specific communication and hospitality tactics you would implement.

Sample Answer: Making every customer feel welcomed begins with a warm greeting and my full attention. I build rapport through activities like asking about their recent adventures or sharing my own experience with a product they’re researching. I look for common ground and shared passions. Most importantly, I listen intently, ensuring patrons feel heard and valued. I also make sure the store experience aligns by maintaining visual merchandising standards and proactively checking in on customers. My goal is crafting interactions where people leave not only with great gear, but with a sense of community.

8. Tell me about a time you educated a customer on a product that addressed their needs better than what they had initially considered. What steps did you take during the interaction?

This behavioral question allows you to demonstrate your guiding skills in action. Share a story illustrating how you listened, diagnosed needs, and provided solutions-focused guidance.

Sample Answer: Recently, a customer was interested in a basic headlamp for occasional camping use but shared concerns about battery life and durability. Through a few follow-up questions, I learned they actually camp year-round in a variety of conditions. I showed them a waterproof, rechargeable headlamp with different lighting modes to accommodate everything from hiking to close-up tent use. I explained key features like runtime, lumens, and battery type. We discussed activities they could use it for, and I shared feedback on its performance in heavy rain based on my own experience. The customer was thrilled to find a headlamp better aligned with their usage and left very satisfied.

9. Tell me about a time you had a dissatisfied customer. How did you handle it?

Here you can demonstrate patience, empathy and problem-solving even when interactions get tense. Ideally, share an example with a positive resolution.

Sample Answer: I had a customer who was frustrated with the fit of a new pair of hiking boots. I could tell they were disappointed after investing time into selecting them. I apologized sincerely for the unsatisfying experience. I asked questions to understand why the fit didn’t meet their expectations. I offered a different lacing technique and the option of inserts to make them more comfortable, reassuring them that we would find a great boot. When the customer remained dissatisfied, I recommended they explore other styles and sizes. We identified an alternative option with better alignment to their foot structure. They were thrilled to get a boot that worked for their needs.

10. How would you balance promoting the REI Co-op membership with maintaining a positive experience for non-member customers?

REI aims to serve all outdoor enthusiasts, not just members. Share how you would inform customers without applying “high-pressure” sales tactics.

Sample Answer: I understand the importance of educating customers on the benefits of the REI membership while still crafting a welcoming, no-pressure environment for non-members. My priority is assessing each customer’s needs and interests first before discussing whether the membership may add value. I would highlight relevant perks like the annual dividend and discounts on services that support their personal outdoor goals. However, if a customer seems disinterested, I would smoothly pivot back to providing an exceptional shopping experience regardless of their membership status, as cultivating their long-term loyalty and satisfaction is most vital.

11. How would you contribute to REI’s focus on environmental stewardship and sustainability?

Here is your chance to share eco-conscious practices and knowledge that align with REI’s core mission. Give specific examples.

Sample Answer: I’m passionate about protecting the play places I love for future generations. I would promote REI’s gear take-back program, which gives used gear new life. I would highlight sustainable product options and small eco-conscious brands that do good. Most importantly, I would share principles of Leave No Trace ethics with customers, so they can tread lightly wherever they adventure.