154 Part 2 Acquiring, Training, and Developing Human ResourcesDanielle: Good morning, Kaleb. We appreciate your applying for this position, but why should we hire you?Kaleb: I know that I can work with the loan collec-tors to improve their collection rates. In my present position as a customer-care supervi-sor, I am considered to be a terrific motivator. And besides, I need the salary increase that this job would pay.Danielle: How is your credit record with respect to pay-ing back loans?Kaleb: Pretty good. I would have an almost perfect credit score except for a dispute I had with my smartphone carrier. I was hit with an un-justified $850 bill one month. We finally set-tled for $450 after six months of haggling.Danielle: Tell me about a time you really helped an em-ployee reporting to you to improve his or her performance.Kaleb: I supervise a customer-care technician right now who was falling behind schedule in terms of the number of cases he was handling each week. I listened in on a sampling of his calls. It seemed to me he was wasting too much time making small talk with customers. I coached him on this problem, and he was soon making quota.Danielle: We need somebody who can devote full en-ergy to this position. Distractions at home could be a problem. Do you and your wife plan to have any children soon?Kaleb: No plans for another child right now. We al-ready have three children.Danielle: I noticed you have an interesting last name. Where were your parents born?Kaleb: Im proud to say that my mother was born in Ecuador, and my father in Brooklyn.Danielle: Do you think that a customer who has not made a loan payment on a car in three months should have the car repossessed?Kaleb: If the customer is facing some financial hard times, I might give that person a break. After all, even a loan company has to be a little bit human.Danielle: The manager of consumer loan collection has to get involved with all sorts of electronic record keeping and reporting. How good are your technology skills?Kaleb: I get what needs to be done after I have learned the system. When Im stuck, I ask the youngest worker in the department for help (said with a laugh).Danielle: People who have participated in team sports make the best team players on the job. What team sports have you played?Kaleb: I played on the soccer team one season in high school. I was the third-string point guard on my college team for two seasons.Danielle: What questions do you have of me?Kaleb: I have two questions for now. How soon af-ter starting will I get a raise? Is this a dead- end job?Case Questions

1. Based on the limited evidence from this interview, how qualified does Kaleb appear to be for the posi-tion of manager of consumer loan collection?

2. What questions has Danielle asked of Kaleb that appear to be inappropriate or illegal?

3. Which one of Danielles questions could be classi-fied as a work-sample question?

4. What, if any, interviewer bias did Danielle display?