Description
Can you tell me about a time when a customer declined a suggestion or offer you made? How did you handle the situation?
1. Resilience : Assesses the ability to persist and adapt in the face of rejection or obstacles.
2. Communication : Evaluates the ability to convey messages clearly and effectively, and to turn objections into opportunities.
3. Emotional Intelligence : Determines the capacity to empathize with the customer and to react calmly and constructively.
4. Problem-Solving : Looks at how a candidate identifies issues and how resourcefully they find workable solutions when faced with a refusal.
1. Handling Rejection : Understands how the candidate deals with rejection without getting discouraged.
2. Maintaining Customer Relationships : Assesses how the candidate values ongoing customer relationships despite a negative response.
3. Conflict Resolution : Determines the ability to handle conflict by addressing a customer's no without escalating tension.
4. Adaptability : Measures how well a candidate adjusts their approach based on customer feedback or resistance.
1. Highlight resilience : Focus on times you've maintained a positive attitude despite customer refusals.
2. Exemplify understanding : Describe how you showed empathy and understanding towards the customer's perspective.
3. Present a clear outcome : Your answer should include a clear result of the interaction, such as maintaining the relationship or finding an alternative solution.