As they say, the sales job is challenging. Accordingly, you need to face unwanted situations several times. Now, the situations are no exception in this job but how you react in those critical situations, makes a big difference to proceed to your career. It creates a lot of opportunities when you understand how a customer feels, what they
think, and what are their requirements. 70% of the buying decisions are made after a customer feels well-treated. So, it is very important to know customer handling. When you turn up for a sales interview, there is a high chance that this question is asked to you. You are supposed to deliver a well-pitched answer instead of getting confused or end up making a fake story. According to the study from 1st Financial Training Services, 96% of the unhappy customers don’t lodge a complaint
and among those customers, 91% of them simply leave. Any business cannot progress until there are retentive customers. So, when there is a situation where you feel the customer is unhappy, you need to satisfy him/her. Gradually, in your interview answer, you need to mention these concerns and mention your strategy. And to make a not-so-generalised sales interview answer, scroll down to get more crucial information. Put yourself on the other end of the table and think which type of candidates does a company need to deal with the customers. Sales enthusiasts who have no idea about a critical situation or get confused in a difficult scenario would never perform as expected for a company. When someone is unable to face these types of interview questions, it is inevitable that he/she cannot handle a critical situation. Interviewees want to see if you have
the potential to handle critical customers and act professionally, without getting personal with them. This question is asked to make sure that you would work to secure the customer relationship and maintain the company’s goodwill. They are simply looking for your enthusiasm and motivation to work in challenging circumstances. Before you answer this situational interview question, it is better to know what are the advantages you or the company will have upon helping an angry customer. Different critical scenarios can take place while interacting with the customers in different contexts. A customer can get angry under any misconception or there can be any problem from the server-side as well. As a salesperson, your job
is to dig deep into the matter and understand the whole point first. While you’re preparing for an interview answer, it is better to know all the possible scenarios that make a customer disappointed. It has two benefits. The first one is, you can get the different situations to draw a good answer to this interview question and secondly, if there is any counter-question from the interview board, you’ll be prepared. A wide critical situationSometimes, there can be situations where more than one customer can get affected and gradually get angry with the service. For example, you are working in an internet service provider company and due to some technical glitch, there is no internet for one long hour in the busy hours. In such situations, there will be frequent customer calls, complaints, and they will get pissed off. For such a situation, you need to prepare an emergency team who can handle this situation while the service can be fixed. One-to-one issuesA very common case is when an individual customer is angry for some reason and you need to handle it. Now, you cannot engage a whole team to deal with a single customer practically. So, you need to solve it with your own problem-solving skills and make sure that the customer is satisfied. For example, a customer lost his receipt but he wants a free service for a product. Now, it is again policy to serve him but to maintain the company’s goodwill you need to find a way out. So the simple rule is to respond first and listen to his concern carefully. Then, repeat what he said to let him understand that you’re bothered with his problem. It will make him calm to some extent. Then you will have the opportunity to classify the problem and solve it accordingly. Feedback and ReportsThe next scenario is when the customers want to know if you’re providing a service that was not available. So, you need to respond to such queries carefully so even if they aren’t buying it, they visit the place again. You need to be attentive towards their comments and tell them that it was a good suggestion or you need to explain why the service is not available. It should sound as you care about the customer feedback. The regular complaintsAdmit that there would be some customers who will write a complaint repetitively with some suggestions or allegations. As a company, you cannot ignore them. So, you also need to be repetitive with a ‘why’ until you find the root cause of the problem. Every time there is an unsatisfied customer, ask them questions to reach the real problem. Unexpected customersYes, in every company there are some customers who you never expect to have. There are some customers who always try to create a scene or end up fighting. So, handle these types of customers with patience and don’t take such comments personally. Remember that you’re a representative of the company. Also Check –How do you handle Customer Rejection? – Tough sales interview questionsHow to answer to impress the interviewerAs you’re aware of the general scenarios where you can encounter an angry customer, let’s see how you can handle them in your interview answer. For FreshersAccording to a recent study, there are 71% of customers got angry as the sales representative insisted them to talk to their supervisor. So, as a fresher, you need to face the situation instead of referring to summoner else. In your answer as well, you need to showcase your skills to handle critical situations. In your answer, mention your interpersonal skills like active listening, responsibility handling, and professional communication. As you don’t have any professional experience before, you may mention how your skills are going to help to handle a critical situation. Also, mention your research about the company’s customer relations. It will show how passionate you are about the position. Before you turn up for the interview, read the job description properly, know which types of candidates they are looking for, what are the job objective and then map your skills with them. Talk to the point while answering and explain your answer with an example. An example helps the interviewers to understand your potential better as well. For ExperiencedIf you have experience in this field, that would definitely help you to prepare a better answer. But you need to use the experience in the right way or it can be your disadvantage as well. So, in your answer mention your skill and how you’ve used them before to solve a practical problem. Tell them how you’ve helped customers with your listening and quick problem-solving skills. As you’re experienced, you cannot only tell about your skills like a fresh applicant. You need to share some honest story in a proper format like STAR (Situation, Task, Action, Result) or CAR (Context, Action, Result) to deliver the answer. Mention your realisation like how important it is to listen to the customer or control patience to retain the customer. In situation based interview questions like this, your behaviour is very important. How you react to recall a critical situation also tells a lot about you. Also Check –Sales Conversations: When you interrupt, what do your customers think?Sample Sales Interview Answers:For Freshers#1
#2
For Experienced#1
#2
Mistakes to avoid while answering this question:
It is very easy to get frustrated or over-excited while talking about any situation where the customer behaved rudely or said inappropriate things. But, you need to understand that this is a part of the job and no matter what, you need to maintain professionalism. In your answer to this question, you cannot use any offensive word that put your image down. Maintain a natural tone while sharing your experience and your action.
Try to avoid bad answers like, ‘I never experienced such situation’, or ‘I simply referred the problem to my supervisor’, or ‘I had a very bad experience and the customer lost his mind while talking.’ These answers are not going to help you to overcome the situation but showcase that you have a lack of conflict resolution skills.
There are a bunch of answers available on the internet and YouTube from which you are supposed to take some inspiration. But when you decide to memorise an answer and just say it in the interview, it won’t work. Interviewers would ask several counter-question based on your answer. And if you don’t have an honest answer, you’re not going to get the job.
Following the third point, you cannot be too honest as well. Don’t include answers where you failed to handle a conflict. This question is asked to examine your repulsive skills, not to hear your failure stories. So, it is highly recommended to put some legit examples. Similar Questions:
How would you handle a difficult customer?How to Deal with Angry Customers. Remain calm.. Practice active listening.. Repeat back what your customers say.. Thank them for bringing the issue to your attention.. Explain the steps you'll take to solve the problem.. Set a time to follow up with them, if needed.. Be sincere.. Highlight the case's priority.. |