Question: Imagine this scenario: You are working with a customer who has racist and culturally insensitive beliefs. They are quite vocal about their beliefs and often bring it up during sales conversations, sometimes asking you to agree with their opinions. What would you do or how would you communicate with them?

Alternative Question Phrasing:

Follow-up questions:

Question Details:

Question Type:

Situational

Skills:

Basic – Active Listening,Social – Persuasion,Social – Social Perceptiveness

Abilities:

Cognitive – Problem Sensitivity (Problem Recognition)

Other Factors:

Candidate Preparedness,Personality-Organization Fit

Work Activity (Task):

Interacting with Others – Communicating with Persons Outside Organization

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

Interpersonal Relationships – Deal With External Customers,Interpersonal Relationships – Managing Diversity

Work Style (Person-Job Fit):

Handling Ambiguity,Human Equity (Opposite of Discrimination),Integrity/Honesty/Ethics

Question Frequency

Question Difficulty

What to look for in an answer:

If the candidate can respect their customer’s voice but at the same time puts forth their point with confidence.
If the candidate tries to understand the reason behind their opinion.
If the candidate can persuade by highlighting the benefits of equality

Red Flags to Watch For:

If the candidate gets impulsive and shows no interest to talk about this with the customer.
If the candidate easily gives away to the customer’s will.

Sample Answer:

N/A

Question Source: Unknown