Example response for question delving into Customer Service 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 objections are a normal part of the sales process. I always maintain a positive attitude and do not take it personally. I remind myself that it is not a reflection of my abilities or worth
•  Active listening & empathy: When faced with objections or rejection, I actively listen to the customer's concerns and empathize with their perspective. This helps me understand their needs better and find appropriate solutions
•  Addressing objections with solutions: I address objections by providing relevant information and offering solutions that align with the customer's needs. I focus on highlighting the benefits and value of our product or service
•  Building rapport & trust: I strive to build rapport and trust with customers by being transparent, honest, and reliable. This helps in overcoming objections and turning rejections into opportunities for further discussion
•  Seeking feedback & continuous improvement: I see objections and rejections as learning opportunities. After each interaction, I seek feedback from customers or colleagues to understand how I can improve my approach and better handle objections in the future
•  Maintaining professionalism: Regardless of the customer's response, I always maintain professionalism and respect. I avoid becoming defensive or argumentative, and instead, focus on finding common ground and reaching a mutually beneficial solution

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

•  Resilience: Assessing how well you handle rejection and objections from customers and if you can bounce back from setbacks
•  Problem-solving skills: Evaluating your ability to address customer concerns and find solutions to overcome objections
•  Customer focus: Determining your commitment to understanding customer needs and providing excellent service despite objections or rejection

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

•  Lack of resilience: If the candidate shows an inability to bounce back from rejection or objections, it may indicate a lack of resilience and ability to handle challenging situations
•  Defensiveness: If the candidate becomes defensive or argumentative when discussing rejection or objections, it may suggest an inability to accept feedback or adapt their approach
•  Lack of empathy: If the candidate fails to demonstrate empathy towards customers' concerns or objections, it may indicate a lack of understanding or ability to address customer needs
•  Inflexibility: If the candidate is unable to adapt their sales approach or find alternative solutions when faced with rejection or objections, it may suggest an inflexible mindset
•  Negative attitude: If the candidate displays a consistently negative attitude towards rejection or objections, it may indicate a pessimistic outlook or lack of motivation to overcome challenges

 Related

  Other questions asked for the Sales Support Specialist in Sales function. View details for the Sales Support Specialist here

• Tell me about your experience in sales support.
• How do you prioritize your tasks and manage your time effectively?
• What CRM software have you used in the past?
• How do you handle customer complaints or difficult situations?
• Describe a time when you had to work collaboratively with a sales team.
• What strategies do you use to generate leads and support sales efforts?
• How do you ensure accuracy and attention to detail in your work?
• Tell me about a time when you had to meet tight deadlines.
• How do you stay organized and keep track of multiple projects?
• What metrics or KPIs do you use to measure your performance?
• Describe a situation where you had to resolve a conflict within a sales team.
• Tell me about a successful sales support project you have worked on.
• What steps do you take to ensure customer satisfaction?
• How do you stay updated on industry trends and changes?
• Describe a time when you had to adapt to changes in sales processes or strategies.
• What tools or software do you use to track and analyze sales data?
• How do you handle a high volume of incoming customer inquiries or requests?
• Tell me about a time when you had to provide sales support to a difficult client.
• What strategies do you use to upsell or cross-sell products or services?