Choosing a role-playing interview style reveals how candidates handle real-world challenges and communicate with the team.

Which of the following describes a potential interview strategy?

• A. Conducting interviews in silence
• B. Choosing a style that involves role-playing
• C. Using a rigid structure for all interviews
• D. Asking the same questions to everyone

Answer: (B)

Choosing a style that involves role-playing can be an effective interview strategy because it allows the interviewee to engage in a simulated scenario that mirrors real-life situations they may encounter in the role they are applying for. This interactive approach can help assess the candidate's problem-solving abilities, communication skills, and how they might approach specific challenges within the position. Role-playing can also provide valuable insights into the candidate's personality and adaptability, making it easier to determine if they would fit well within the company's culture and dynamics. In contrast, conducting interviews in silence would likely lead to a lack of engagement and information exchange. Using a rigid structure for all interviews might limit the ability to dive deeper into candidates’ unique experiences and tailor questions to their specific backgrounds. Asking the same questions to everyone could overlook key individual differences that might be critical for assessing diverse candidates effectively.

Interview strategies aren’t one-size-fits-all, especially in a fast-paced place like Jersey Mike’s. The way you handle questions, guests, and teammates on a busy shift says a lot about how you’ll show up in real life. So when you’re sorting through possible interview styles, there’s one approach that stands out: role-playing. It’s not theater; it’s a practical window into how you think on your feet, communicate clearly, and stay calm under pressure.

Let me explain why a role-playing style works so well. Think about the day-to-day grind on the shop floor: a rush of orders, a spilled drink, a guest who isn’t satisfied with their sub, a teammate who’s unsure how to handle a tricky request. In those moments, you don’t have time to rehearse a perfect answer. you need to pivot, listen, and respond in real time. Role-playing puts candidates in a simulated scene that mirrors those real situations. It reveals problem-solving chops, people skills, and the kind of adaptability that matters when you’re stacking sandwiches and keeping guests happy.

Now, let’s take a closer look at the four common interview approaches and why they might fall short—especially in a dynamic, customer-focused setting like Jersey Mike’s.

• Conducting interviews in silence: Silence isn’t a test of silos; it’s a test of energy. When the interviewer sits in quiet, candidates can freeze up or give rehearsed, hollow answers. In the real world, you won’t get to press a pause button, and your ability to read a guest—notice cues in voice, emotion, and urgency—matters just as much as your words.

• Using a rigid structure for all interviews: A checklist approach can miss the unique threads in each candidate’s background. People don’t come with identical stories; their strengths and growth areas emerge when you ask differently tailored questions.

• Asking the same questions to everyone: Homogeneity here hides what makes a person different: their experiences, how they handle pressure, and their ability to connect with guests who come from many walks of life. A strong hire often shows up in those nuanced moments, not the canned ones.

• Choosing a style that involves role-playing: This may feel a little theatrical at first glance, but it’s actually a straight shooter for practical insight. It probes how someone thinks on their feet, communicates under pressure, and aligns with the team’s vibe. It’s a real-world test, not a rehearsal.

Role-playing: what you’re really looking for

When a candidate steps into a simulated scenario, you’re not just hearing what they say—you’re watching what they do. And there are a few telltale signs that separate the standout from the rest:

• Clear communication under pressure: Do they acknowledge the guest’s concern without getting defensive? Can they summarize the issue succinctly and propose a practical next step?

• Empathy without flakiness: It’s okay to acknowledge that a sub wasn’t up to par and to apologize if the guest feels mistreated. The key is pairing empathy with action—offering a concrete remedy and following through.

• Problem-solving on the fly: A great candidate sees the goal (satisfied guest, safe and accurate order) and maps out a path to it. They don’t get stuck on a single obstacle; they pivot when needed.

• Team orientation: In a busy shop, you’re never alone. Watch for cues about collaboration—how they ask for support, how they hand off a situation to a teammate, and how they keep the flow moving without stepping on others’ toes.

• Cultural fit: Energy level, tone, and respect for everyone from the shift supervisor to the front-line crew matter. Do they adopt the shop’s style without losing individuality or kindness?

How to design a role-playing scenario that actually reveals these traits

A good role-play is specific enough to measure real skills, but flexible enough to let the candidate show their personality. Here are a few practical templates you can adapt:

• The guest with a complaint: The candidate greets a guest who’s unhappy with a sandwich. They listen, restate the issue, apologize, and offer a concrete solution (remake, replace, or a discount if appropriate). Observe how quickly they move from empathy to action.

• The rush-hour upsell (without pressure): A guest orders quickly, and you’re trying to upsell a sub while keeping orders accurate. Look for how they present suggestions (tone, timing, relevance) and how they handle pushback.

• The team cue during a busy hour: A teammate looks overwhelmed. The candidate steps in with a supportive plan that helps the team regain rhythm while maintaining guest satisfaction.

• The safety and accuracy check: A scenario that tests attention to detail (correct toppings, proper packaging, hot subs). See how they verify details without slowing the line or sounding nagging.

If you’re guiding others through this, you can keep the scenarios grounded in real-shop terms: “cover the line,” “check the ticket,” “double-check toppings,” “offer a friendly apology.” The aim isn’t to trap someone in a tricky moment but to observe how they navigate a realistic puzzle with care and competence.

A few notes for interviewers

Role-playing isn’t a solo act. It works best when the evaluator is clear about what they’re listening for and how they’ll debrief afterward. A quick post-scene chat helps you capture specifics:

• What did they do first? Did they set the tone and establish trust?

• How did they manage the guest’s emotions? Was the response appropriate and calm?

• Was there evidence of initiative? Did they take steps to fix the issue without waiting for direction?

• How did they collaborate with others on the team? Was there courtesy and efficiency?

• What does their approach say about their fit with the shop’s culture? Are they aligned with the pace, respect, and guest-first mindset?

Practical tips to maximize the impact

For candidates, role-playing can feel like stepping onto a stage. A few simple strategies help you perform more naturally:

• Treat it like a real shift. Breathe, listen, and respond to what you’re hearing in the scene, not just what you planned to say.

• Start with empathy. A quick acknowledgment goes a long way before you propose a fix.

• Be concrete. Instead of abstract promises, offer specific steps and timelines (e.g., “I’ll remake that sandwich right away and bring it to your table within two minutes”).

• Ask clarifying questions only when needed. It shows you’re intentional and careful, not indecisive.

• Demonstrate teamwork. Mention a teammate’s role and how you’d loop them in for the best guest experience.

For interviewers, a few guardrails keep the exercise meaningful:

• Keep the scenario grounded in actual day-to-day duties. The more realistic, the better the insight.

• Allow a brief debrief. A quick reflection helps candidates crystallize what they learned and keeps the session constructive.

• Rate with clear criteria. A simple rubric focused on communication, problem-solving, and teamwork makes the outcome easy to compare across candidates.

• Balance warmth with rigor. You want someone who’s friendly, but you’re also measuring responsibility and reliability.

A quick analogy that ties it all together

Think of role-playing like a practice drill in a team sport. You don’t just run plays in a vacuum; you simulate a real game situation so you can see who makes smart decisions under pressure, who keeps a positive attitude, and who supports teammates when things get chaotic. The goal isn’t glory; it’s clarity: who can elevate the guest experience when the clock is ticking?

A touch of real-world flavor to keep things human

Interacting with guests is more than completing tasks. It’s about reading a room, adjusting your tone, and making someone feel seen and valued—moments that turn a one-time customer into a regular. And yes, you’ll meet a wide range of guests, from the rushed parent juggling a stroller to the college student grabbing a late-night sub. The best employees bring consistency with a dash of personality, and role-playing is a simple, practical way to see that blend in action.

Bringing it home

If you’re evaluating or preparing for interviews in a bustling, guest-forward environment, role-playing offers a direct line into what really matters on the shop floor. It moves beyond generic answers and shows you what someone can do when the pressure’s on, how they listen, how they adapt, and how they contribute to a friendly, efficient, high-energy team.

So next time you encounter an interview setup, consider this: could a scene-based test reveal more about a candidate’s real-world readiness than any canned question ever could? If the answer is yes, you’re probably on the right track. After all, the best hires aren’t just good at talking; they’re great at doing what needs to be done—together, with guests happy and the workflow humming along. And isn’t that what makes a Jersey Mike’s shift run smoothly in the first place?