Home Depot Assessment Home Depot Situational Judgment 2 — Questions and Answers
Question 1: Two customers are arguing over the last available item on the shelf. What should you do?
- Calmly intervene, check for additional stock, and offer alternatives to both customers (Correct answer)
- Tell the second customer to come back another day
- Step back and let them resolve it themselves
- Give the item to whichever customer got there first
Correct answer: Calmly intervene, check for additional stock, and offer alternatives to both customers
Intervening professionally and offering solutions to both customers de-escalates the situation and serves both parties fairly.
Question 2: You are asked to stay late to help with inventory count but you have a personal commitment. What should you do?
- Communicate your conflict as soon as possible and work with your supervisor to find a solution (Correct answer)
- Simply not show up for the extra shift
- Stay without informing anyone of your commitment
- Agree and then call out sick that evening
Correct answer: Communicate your conflict as soon as possible and work with your supervisor to find a solution
Early, honest communication allows management to plan around your conflict, which is far more professional than a last-minute absence.
Question 3: A new associate makes a mistake that costs the store time and money. What is the BEST response from an experienced associate?
- Help them understand what went wrong and how to do it correctly next time (Correct answer)
- Report them to the manager immediately
- Tell other coworkers so they are aware of the mistake
- Ignore the mistake since it is management's job to address it
Correct answer: Help them understand what went wrong and how to do it correctly next time
Mentoring a newer associate builds team capability and reflects Home Depot's value of developing its people.
Question 4: During your shift you realize you have made an error on a customer order. What should you do?
- Notify your supervisor and the customer immediately and work to correct the error (Correct answer)
- Hope the customer does not notice
- Wait to see if the customer complains before acting
- Fix it quietly without telling anyone
Correct answer: Notify your supervisor and the customer immediately and work to correct the error
Proactive error correction shows integrity and allows the issue to be resolved before it becomes a larger problem.
Question 5: You are at the end of a long shift and a customer needs extended help with a complex project question. What should you do?
- Help the customer fully or connect them with an available associate who can continue the assistance (Correct answer)
- Tell them you are off the clock and they should come back
- Give a brief incomplete answer and leave
- Ask them to call the store later
Correct answer: Help the customer fully or connect them with an available associate who can continue the assistance
Ensuring the customer receives complete help — even at shift change — reflects a commitment to customer service over personal convenience.
Question 6: You notice a coworker receiving excessive help from friends who may be bypassing checkout. What do you do?
- Report the concern to a supervisor or loss prevention discreetly (Correct answer)
- Confront the coworker directly in front of customers
- Join in since everyone does it
- Ignore it since it is not your area of responsibility
Correct answer: Report the concern to a supervisor or loss prevention discreetly
Discreet reporting to the right authority addresses the issue without creating a public confrontation or enabling unethical behavior.
Home Depot Assessment Home Depot Situational Judgment 2
Two customers are arguing over the last available item on the shelf.
What should you do?