Video Transcript

00:00 Vanessa Nornberg: So, after they've made it through the phone interview, then they come in for a face-to-face interview. And in this part of the process, basically, I'm looking really at four things that are very physical and this goes back to that slide that I talked about at the beginning, Move with Purpose, etcetera.

00:14 Nornberg: So, number one, timing. When did the candidate arrive for the interview? I mean everybody knows etiquette is you should get there 10 minutes early, whatever. Did they really do it? Because that's important to me. The second thing is handshake. How does the handshake make you feel? The dead fish thing? It comes across in your voice. It comes across in your sales. It's absolutely indicative of who you are as a person. You can't work at my company.

00:34 Nornberg: And this is the one that's probably gonna raise some eyebrows, but I kid you not. It's probably the most telling thing that I look for when people come in for an interview. I do not answer the door myself when the person comes, even though I sit like, five feet from the door. I actually have somebody else do it, and then they walk them back and around our U-shaped office into our showroom, and I actually watch them walk down this long, straight stretch to see how they move to get to our showroom.

00:59 Nornberg: And what I'm looking for, and I'm really watching physically how they walk. What I'm looking for is, do they kind of meander? Are they like, looking around at stuff? Or are they moving with purpose because they're ready. They wanna get to this interview, they wanna meet the person that they came to meet and they wanna close their deal.

01:14 Nornberg: Okay. If they're meandering, and they're like, "Eh, all over the place", I already know it's a no-brainer. You can't work for my company. Because it will drive me crazy on a personal basis to see you meandering all over my offices on a regular basis. Okay.

01:29 Nornberg: And the last thing is, what did the candidate bring with him? And by this, I don't mean did he bring an extra copy of his resume because I am capable of printing, and if I asked you to come in, I probably have a copy. What I wanna know is, did you bring your Starbucks coffee with you and set it on the table instead of leaving it outside and throwing it away? Did you put your cellphone on the table that you haven't turned off so that you can see your text messages while I'm talking to you? Because if those are any of the things that you did or brought with you, you're done, and you can't work at my company.

01:55 Nornberg: So, at this point, we get around to the questions, the actual questions that we're gonna ask. Alright. And the first thing is I ask them what have they done in the past? Not because I can't read the resume, not because I haven't paid attention to what they told me on the phone interview, but because I wanna have them describe it to me again. I wanna see, are they consistent? Did they tell me the same thing on the phone interview that they tell me now? Are they telling me the same thing that's on their resume? Do they remember what they have done? What is it that makes them happy or sticks out in their mind about the things that they've done in the past? Because that tells me a lot about who they are and whether or not they'll be happy at my company.

02:26 Nornberg: And the second thing is, what would your ideal job be? Again, I ask them this because I wanna know, what do you wanna be doing every single day? It's amazing to me how many people I've gotten that have actually gotten to this point, come in for the interview, and then I say to them, "Do you like being on the phones?" And they're like, "Well, I don't really like the phone that much." Well, 80% of your day at my company is on the phone. If the phone is not your friend, you are not my employee.

02:49 Nornberg: Okay. So, three. I also ask them, and I think this is the most important question, Tell me about a difficult or challenging situation you overcame as a child. Okay. Nobody expects this. They're all waiting for like, what happened with your worst manager? How did you like, not fail at one of your jobs, etcetera. And basically, asking this question allows me to find out something about them and their character. Who they were as a child, something that happened to them that marked them, that influenced them, that they had to do something about or overcome, or do something different because of, is something very telling to me as to whether or not they're gonna be able to deal with obstacles and objections that they may encounter when they're talking to people on the phones for my company.

03:27 Nornberg: So, after that, I ask them some questions that really deal with how they organize things because it's not all about touchy-feely stuff and getting the right person with the right background. It's also about, are they able to be organized? Because sales people that can't be organized can't sell. I don't care how great you are, how many good questions you ask. If you can't keep track of the people you talk to and when, you will never ever get your sales done. So, we ask them, if we told you that you have 30 days to open 30 accounts and you had no account list, who would you contact or how would you go about it and why? If they tell me, "Well, I'd Google", they get a C. Because Googling, just Googling like that doesn't tell me anything.

04:01 Nornberg: If they tell me, on the other hand, well, I would Google record stores that cater to the hardcore scene. Okay. Now, that's interesting to me. Now, you're very specific. You understand my demographic and you wanna get something done because you know exactly who you're going after and you're not just gonna call, like, 50 million places. You're gonna call 25 targeted places of which you're gonna get 20 yeses instead of 5 yeses out of the 50 million that you would have called that weren't targeted.

04:26 Nornberg: Second, how would you keep all the information about the people you are calling and have called, organized? This is really important. People need to organize. I need to know that you can do it. I need to know, will you use a spreadsheet? Will you use flash cards? Will you use nothing because you think you're amazing and you've got it all in your brain? Not when you got 500 customers, you won't.

04:42 Nornberg: And the third thing is role play. You think you can sell? Show me. I break out my catalog and I ask them to, one, tell me five best sellers for my catalog. They don't have to be right, but they have to explain to me why they think those things sell well. And then, I ask them to sell to me as if I'm a customer. I tell them that we're gonna do a scenario where I'm the customer. I've just placed my weekly toe ring order and I would like you to sell me a $100 bestseller kit of navel rings that I've never bought before and I don't carry any body jewelry in my shop.

05:09 Nornberg: And I actually ask them to do it and they can have the catalog in front of them. And if they can't do it... Now, some people can do it but they don't do it very well at first. And that's okay because you can sort of see the kernels of truth or the grains of light there. And I ask them at that point, "Okay. If you had that exercise to do over again, what would you do differently?" And if their answer is a good one, then I let them redo it. If their answer is a stupid one, the interview is over.

05:32 Audience Member: Can't work in my company.

05:32 Nornberg: Cannot work in my company. Exactly. So, at this point, after they have satisfied my curiosity and let me know that they basically have what it takes to potentially work at my company, then we move to the final round. The final round is to invite them back and to ask them to do what they will be doing as a sales person. I give them a list of cold calls to make that I've pulled off of the Internet or wherever, and I give them 30 minutes on my phones and I tell them, "Call these people up and see if they want a bestseller kit." And I don't tell them, but I do listen in. And I listen in because I wanna hear the words they use, I wanna hear if they hear when the customer is frustrated, when the customer wants to get off the phone and I wanna hear what they do about that.

06:11 Nornberg: So, if they satisfy me and I think that they have the words, they have the skills, they are able to read the customer, etcetera, then I have all of my other sales team members, and there are five of them and there will be six on Monday, go and ask them one question each, only one question, and they each come back and tell me yes or no based on the answer to that one question, and then we make our decision. They either join us or they don't.