3548. How do you respond when a customer says no?

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Interviewer

Can you tell me about a time when a customer declined a suggestion or offer you made? How did you handle the situation?

Skill Assessed
  • 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.

Purpose
  • 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.


Hints
  • 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.

Tags
Topics: 
Communication
Problem Solving
Roles: 
Customer Service Representative
Companies: 
Adobe
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