Example response for question delving into Emotional Intelligence with the key points that need to be covered in an effective response. Customize this to your own experience with concrete examples and evidence

•  Maintaining a positive attitude: I understand that rejection and difficult customers are a part of the job. I always maintain a positive attitude and remain calm and composed in such situations. I believe that a positive attitude can help diffuse tense situations and find a resolution
•  Active listening & empathy: When dealing with difficult customers, I actively listen to their concerns and empathize with their frustrations. I make sure to validate their feelings and let them know that I understand their perspective. This helps in building rapport and finding common ground
•  Problem-solving & finding solutions: I approach rejection and difficult customers as opportunities to problem-solve and find solutions. I analyze the situation, identify the root cause of the issue, and work towards finding a resolution that satisfies both the customer and the company's objectives
•  Effective communication: I believe that effective communication is key when dealing with rejection or difficult customers. I ensure that I communicate clearly and professionally, using a calm and respectful tone. I actively listen to the customer's concerns and provide them with accurate information and options
•  Seeking assistance & escalating when necessary: If I encounter a situation that I am unable to handle on my own, I am not hesitant to seek assistance from my supervisor or team members. I understand the importance of escalating issues to ensure a prompt and satisfactory resolution for the customer
•  Learning from experiences: I see rejection and difficult customers as learning opportunities. After each interaction, I reflect on the situation and identify areas where I can improve. I am open to feedback and continuously strive to enhance my skills and knowledge to better handle similar situations in the future

  What the Interviewer is trying to find out about you and your experiences through this question

•  Emotional resilience: Ability to handle rejection without becoming discouraged or disheartened
•  Problem-solving skills: Capability to effectively address and resolve issues with difficult customers
•  Interpersonal skills: Capacity to remain calm, empathetic, and professional when dealing with challenging individuals

  How to avoid some common minefields when answering this question in order to not raise any red flags

•  Lack of empathy: Not showing understanding or compassion towards difficult customers
•  Defensiveness: Reacting defensively or taking rejection personally
•  Lack of problem-solving skills: Inability to provide solutions or alternatives to resolve customer issues
•  Poor communication: Difficulty in effectively communicating with customers or conveying information clearly
•  Lack of patience: Impatience or frustration when dealing with difficult customers or rejection

 Related

  Other questions asked for the Sales Support Representative in Customer Service function. View details for the Sales Support Representative here

• Tell me about your experience in providing sales support.
• How do you handle customer inquiries and complaints?
• What strategies do you use to upsell or cross-sell products?
• Describe a situation where you had to resolve a difficult customer issue.
• How do you ensure accuracy and attention to detail in your work?
• How do you collaborate with sales teams to achieve targets?
• Tell me about a time when you had to meet tight deadlines.
• What steps do you take to build and maintain strong customer relationships?
• Describe a situation where you had to handle a dissatisfied customer.
• What metrics do you use to measure your sales support effectiveness?
• How do you stay updated on product knowledge and industry trends?
• Tell me about a time when you had to work with a challenging team member.
• How do you handle high-pressure situations?
• Describe a time when you had to handle confidential customer information.
• What strategies do you use to identify and target potential customers?
• What CRM software have you used in the past?
• How do you ensure effective communication with both internal and external stakeholders?
• How do you prioritize and manage multiple tasks in a fast-paced environment?
• Tell me about a time when you had to adapt to changes in sales processes or procedures.