Question: Describe a time when you managed to persuade a reluctant or antagonistic customer to switch to your product or service.

Alternative Question Phrasing:

Describe a time when you convinced a resistant customer to utilize your services.

Follow-up questions:

What did you learn from that experience?

Question Details:

Question Type:

Behavioral

Skills:

Basic – Critical Thinking,Basic – Monitoring (Making observations of self and environment),Basic – Science and Logic

Abilities:

Cognitive – Category Flexibility (Mental Flexibility)

Other Factors:

Personality-Job Fit,Personality-Organization Fit,Self-Awareness

Work Activity (Task):

Interacting with Others – Selling or Influencing Others,Mental Processes – Judging the Value of Things, Services, or People

Work Context (Person-Job/Team/Org Fit):

Interpersonal Relationships – Deal With External Customers

Work Style (Person-Job Fit):

Achievement/Effort (Action/Result Orientation),Adaptability/Flexibility,Analytical Thinking,Patience

Question Frequency

Question Difficulty

What to look for in an answer:

The candidate’s customer service skills.
The candidate’s flexibility in dealing with challenging situations.
Answers that reveal how professional the candidate is.

Red Flags to Watch For:

Answers that reveal unprofessionalism and lack of flexibility, especially in handling difficult situations.
The candidate’s poor customer service skills.

Sample Answer:

N/A

Question Source: https://www.zippia.com/employer/behavioural-interview-questions/