Delivery Question:

This is about your networking ability and your pride in your employers. It's what we call the 'engagement bit' - it's about not being afraid to recommend or refer people to the business, and how connected you are.

When I ask this question, I'm really asking: 'Are you thinking across the business?' A lot of people think in a silo mentality: they'll think they're in working solely in the call centre or the accounts department. Your example should show that you understand the overall strategy of a business, not just your area.