In the end, sales is really all about negotiation. Use the to answer this question keeping the following points in mind.
- S Fully explain the situation taking special care to show how you uncovered the customer’s point of view (even if you didn’t agree with it). Discuss how you asked sympathetic questions to prevent the customer from viewing you as callous or unconcerned.
- T/A Discuss the actions you took to either educate the customer or right the wrong against him/her and improve the situation.
- R As with all STAR answers, the most important is the R. What happened as a result of your discussions and negotiations with the customer. Be as specific as possible providing numbers/data or other hard evidence if possible.
Often times customers who are difficult or disagreeable have the greatest potential for becoming raving fans if their needs are met. If you believe this to be true, make sure the interviewer knows it and build your answer around a situation in which the R supports that belief.
If you find this site helpful, please send a link to your career services department so your fellow alumni know about PharmBoard too! I've already written the message for you. :)