Deloitte HireVue Mock Interview
Master 30 Deloitte HireVue questions covering video responses, behavioral scenarios, and consulting case frameworks.
Question 21 of 30
Describe a time you had to say no to a client.
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Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
"I dealt with a client a while ago whose expectations were unrealistic. They came into this request knowing it was against policy. But I think they purposefully set their expectations rather high as a bargaining chip. About halfway through, we started laughing when they realized they weren't getting anywhere. I never got frustrated, and they knew better. Eventually, I cheerfully let them know I had every intention of doing everything I could for them and that it would be easier if I worked as I usually did to meet their expectations. We laughed, and in the end, they realized they didn't have to go through this routine with me. But the client explained it was necessary with so many other companies they deal with. I told them we weren't like everyone else and that our go-to was above and beyond without being asked for it."
Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
They are trying to evaluate your commitment to the customer experience, regardless of the circumstances. Most companies have specific solutions they offer customers when an issue arises, and sometimes you have to get creative. Therefore, being unable to meet a customer's demand doesn't necessarily mean their issue cannot be resolved positively. This question explores your background in customer service and whether you deliver an exemplary customer-centric experience. How you respond to this question should reveal how well-suited you are to this role.
Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
When delivering your answers, try not to be in the emotional state of that moment but rather in the emotional state you want to convey. Speak honestly and with authentic sincerity. If the example you've thought of doesn't fit that mold, think of another. If you had to say no to a customer, it should come from a place of helpful professionalism and empathy. Nonverbal cues for empathy are slightly tilting your head, nodding slowly, keeping your palms open, maintaining eye contact, smiling softly, and slightly raising your eyebrows.
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Anonymous Answer
After spending 3 weeks at the client site, the client had become familiar with the audit team. Working on payables, I noted that the payables had been materially misstated, the client wanted the team to sweep it under the carpet as their group team will be unhappy with them. I explained to them that even though we are friends now, integrity is the core foundation of our work and we cannot compromise.
Jaymie's Feedback
This is an excellent example that demonstrates your commitment to ethics and integrity. Wrap up your response by providing the interviewer with the outcome of the situation as well.
Anonymous Answer
As an external audit manager, it is important to maintain independence and objectivity in all engagements. There was a situation where a client requested that we deviate from our standard audit procedures and provide an opinion on a specific aspect of their financial statements that was outside the scope of our engagement. Despite the pressure from the client, I explained the reasons why we could not provide the requested opinion and reiterated our commitment to complying with professional standards. I offered alternative solutions, such as suggesting they engage a specialist to provide the opinion or discussing other options that would not impair our independence. Ultimately, the client understood and agreed with our position. I believe it was important to maintain our independence and uphold professional standards while still maintaining a positive relationship with the client.
Jaymie's Feedback
It's tough to say no to a client sometimes. You took a great approach by explaining why you had to say no and then offering alternative solutions.
Anonymous Answer
I recently encountered a client during a contract renewal process with unrealistic commercial expectations. It appeared that they deliberately set low prices as a negotiation strategy. I explained to them that our services are priced based on various factors such as security facilities, expertise, technologies invested, and yearly inflation, and thus their quotation prices were not acceptable to us. Despite the challenges, I remained composed and determined to find a solution. Through tough negotiations, we eventually reached a contract renewal that satisfied both parties, resulting in a generally pleasing outcome.
Marcie's Feedback
Great! You've clearly explained the circumstances and why you had to say no to the client. The interviewer will be pleased that you were ultimately able to compromise with them and that you held your own during the negotiation. Good job!
Anonymous Answer
I've had clients who don't want to have an account adjustment. But the value is higher than the acceptable. Then I describe the impact that companies have if they choose to do this. To create understanding with customers and we can agree well.
Jaymie's Feedback
Saying no to a client has to be handled in a professional and delicate manner. Be sure to highlight strategies or techniques that you use to communicate in these scenarios, ways that you try to compromise or demonstrate value to the client, etc.
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