There’s a reason people hate blind dates. You have no idea what you’re getting into when you decide you’re going to start a relationship with someone you know nothing about. The same is true for customer relationships. The less you know about your customers, the harder it is to deliver what they want and need. If you are applying for a sales job or customer service role you may be asked:
Behavioral Interview Question: What process do you use to check that you have the correct details from new customer? What do you do to build relationships with these new customers?
Are you expected to go through each new customer’s Facebook account and learn everything you can about them? No. With this type of customer management interview question, you’re simply asked to prove that you take pride in the work you do for customers and show that you have (or have had) a plan that helps you deliver on that outstanding service.
Sample Answer:
“I’m a firm believer in having a formal system in place to gather all relevant information from customers. I generally use some type of spreadsheet or script to ensure that I gather all the necessary details from a new customer by asking them the right questions. This ensures we have all of the information we need to determine what the customer is looking for with regards to our services.
Delivering on our promise of excellent customer service is the key to developing better quality relationships. I also like to make sure that the customer realizes I’m human and approachable by throwing in a small bit of personalization, such as a question like ‘spending much time outside in this weather?’ or a statement like ‘I just finished up a long vacation and enjoying being back at work.’
I feel like that sort of casual conversation helps a great deal with making sure the customer feels like I’m a real person throughout the sales process.”
What makes this type of answer excellent is that you prove you have an understanding of the importance of going in prepared. Not only do you look like you deliver great customer service – you also look like someone that values preparation and learning. These are all excellent qualities to have in a new employee.
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