USAA Mock Interview
Practice 35 USAA interview questions covering military values, member service, and financial expertise.
Question 32 of 35
How would you overcome hesitations from customers to any products or services offered?
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Jessica is an experienced HR Business Partner with over 6 Years of experience in recruiting and interviewing for various industries including Oil & Gas, Aviation, Start-Up, Healthcare, and more.
USAA offers multiple products and services for their banking customers including retirement, loans and insurance. Working with customers and uncovering any needs they may have yields sales opportunities. During those conversations, you may recommend a product or service to fill their need and encounter hesitations. Talk with the interviewer about a time you may have experienced a similar situation in your current role or a past role. Identify the situation, the need, what the hesitation was and how you overcame it.
Jessica is an experienced HR Business Partner with over 6 Years of experience in recruiting and interviewing for various industries including Oil & Gas, Aviation, Start-Up, Healthcare, and more.
"I would use my investigation skills to understand what the customers hesitation is. After identifying the need, I would provide a solution and discuss all of the benefits this solution has for their specific problem. Most of the products at USAA do not have a commitment and the customer can see what they are getting before they follow through. I can sit down and walk them through everything."
Jessica is an experienced HR Business Partner with over 6 Years of experience in recruiting and interviewing for various industries including Oil & Gas, Aviation, Start-Up, Healthcare, and more.
"I have encountered situations where this has happened. When I worked for a different bank, there was a customer that was worried they did not have life insurance but their hesitation was that it was too expensive and that they did not know much about it. I was able to sit them down, walk them through the different type of insurance programs we had, break down the cost so that they could see what it really costs and talked about the benefits and peace of mind that this life insurance would give them. They ended up going through with the purchase."
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I think that I’d listen and ask their needs to first see if we can come up with a solution. We’d discuss how the solution could benefit their problem. I know that USAA’s products do not all come with a commitment so I’d talk them through it and gain clarity and trust.
Jaymie's Feedback
Good! It's important to thoroughly understand the products so that you're prepared to answer customer questions and to be able to compare products side by side. Learning from colleagues to understand common objections will help you prepare and get comfortable with this type of situation.
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