How comfortable are you selling products to Company ABC clients?

"I have many years' experience selling a variety of products; both services based and digital and am very comfortable working with customers to uncover their needs as they are related to Company ABC products. Once my product training is complete, I am 100% comfortable in selling and cross-selling your valuable products to deserving customers."

Working with Company ABC means that you should be comfortable talking to customers about the variety of products available to them. If you have sales training and previous experience, the chances are that you will have a solid understanding that this role comes with targets and goals. If you have little work experience, it is okay to ask the interviewer for more detail on what the expectations will be in this role.

"I understand that Company ABC offers an excellent training program. Once I have completed my on-the-job training here, I am confident that I will be ready and very comfortable is selling your products to your valued clients."

Do you have sales targets in your current role? How is your performance measured?

"I have a variety of targets in my current position, including average sale per customer, add-on or cross-sale value, call time, and customer satisfaction ratings. My performance is measured using a blend of all these factors. We are asked to review our own performance daily, ensuring that we are always on target. It's a high-pressure sales environment; however, I am a competitive person, so I enjoy the pace. I look forward to learning more about your targets here at Company ABC."

The interviewer would like to know more about how your success is currently measured. How do you know that you are doing a great job? If you have targets, goals, and metrics in your current position, this question should be straightforward for you to answer. Hiring authorities love to hear numbers and percentages since they make your experience easy to relate to and understand. If you did not have sales targets in your last role, discuss the measurements addressed in your performance reviews. If you do not have performance reviews, have you received praise for a job well done?

"Although I have not worked in a role with specific targets, I am aware of the importance of goal setting in the credit card services industry. Currently, my performance is measured by customer feedback and reviews. I have been the recipient of many happy customer reviews, which makes me very proud. I am eager to learn more about your sales targets at Company ABC. "

Tell me about the last time you handled a demanding customer. What did you do well, and what could you have done better?

"I have difficult customers a few times a week, considering the call-center environment where I currently work focus' primarily on customers with accounts in arrears. The last situation I recall was a woman who was claiming that around $5,000 in credit card charges were not hers. The issue was that the charges were from places where she shopped regularly. Rather than telling her that we knew her claim to be untrue, I offered a very tempting re-payment plan with late fees waived. She ended up taking the offer, which was great for both parties. If I had this situation again, I would take more time to work with the client to ensure that they did not get themselves into a sticky credit situation again. I believe a large part of my job should include educating our credit clients."

Every customer-based interaction is different, and the hiring authority would like to see that you can handle any situation that comes your way. If you have some work experience, you have likely come across a demanding customer in the past. Tell a brief story that outlines the challenge, the action that you took, and include the positive result of your actions. If you are new to your career, think about a time when you had a problematic professor or had to collaborate on a group project with another student who didn't work positively with you.

"As a recent business graduate, I had had some professors who were very challenging when it came down to their communication skills. One professor was brief when it came to expectations and deadlines. I decided to approach her and ask for more precise guidelines. She was offended and not much help. I am happy that I asked for help, but I could have approached her differently. What I learned was that not everyone communicates as well as I do, and it's crucial that I find clarification on my own rather than expect others to fill in the blanks for me. As challenging as this situation was, it was also a valuable learning experience."

Company ABC has a variety of goals and KPIs for each employee. How do you go about meeting and exceeding your goals every month?

"I have met my goals for the past six months straight. When I first started in the role, I struggled with meeting the many targets placed out for me. Once I realized that by breaking all expectations down into a daily view, rather than a monthly view, I was able to thrive. By doing so, I could break down my tasks into hours while making mini expectations for myself."

The interviewer would like to know your approach to ensuring success in the workplace. It's essential that you give the nod to the fact that Company ABC has goals and KPIs waiting for you, should you be the successful candidate. The hiring authority would like to hear that you are great with goal setting and organizing your day. When you have a great plan in place, this makes it much easier to meet and exceed your goals. If you have an example of a time when you recently exceeded your goals at work, talk about what you did to get there!

"I learned about goal setting and the importance of timing in goal setting, while in university. Often, I would have many assignments due at one time. To ensure that I was never confused or delivered a late project, I kept a color-coded iCal that I would refer to for everything that came up. I think that meeting and exceeding my goals and KPIs at Company ABC will require the same level of organization."

Do you prefer to work for Company ABC in a B2B or a B2C approach?

"The role at Company ABC that initially piqued my interest is a B2B opportunity; a division where I am most experienced. When I initially started my career, I worked in a B2C environment, which I quite enjoyed. I do; however, prefer to work with businesses at this stage in my career. My preference comes from my appreciation for the process, the longer sales cycle, and the interaction with corporate decision makers."

Company ABC will have opportunities present in both business-to-business and business-to-consumer divisions. Before your interview, it is crucial that you research the opportunities available in both divisions. Of course, you want your response to be a match for the position to which you are interviewing. With that said, there will always be an opportunity to grow and be promoted over time. Be honest with the interviewer about your preference, if you have one, but also be sure to express a desire to focus on the position at hand.

"Being new to my career, I feel that working in a B2C environment will be the best start for me. I am eager to work with smaller accounts with more personal needs. I do appreciate; however, that there will be an opportunity for me to prove myself within Company ABC and work my way into a B2B position down the road."

Walk me through your experience, managing an end-to-end sales cycle.

"In my current position, I am responsible for prospecting, cold calling, negotiating, collecting payment, and follow up after the sale. I thoroughly enjoy being responsible for every aspect of the sale because I am the only one accountable for my results. I am competitive with myself, and so this type of sales cycle speaks to that competitive side."

An end-to-end sales cycle has a variety of stages, including: - Prospecting - Approaching - Negotiating - Fulfilling - Following Up If you are working on an end-to-end sales cycle, you are responsible for finding and contacting the customer, working with them until the sale is complete, and then following up with them; continuing to nurture the sale long after the contracts are signed, or payment is made. Walk the interviewer though any experience that you have when it comes to handling an end-to-end sales cycle. If you do have this experience, you could choose to talk about what you learned during your post-secondary studies when it came to the cycle of major assignments, for instance.

"I am new to my career, so the best example of end-to-end management would be more on the project management side, from my time in post-secondary. I have been responsible for taking care of self-led and group-based projects in university. To ensure success, I keep organized with the use of a project management app called Monday, where I can keep everything in one place, while also receiving notifications and alerts when deadlines are coming up, or I need to take action."

Do you have experience using a CRM tool such as Salesforce?

"My CRM experience is primarily with Salesforce and Oracle. The companies I have worked for have all been enterprise-level organizations, requiring robust CRMs with many tracking tools. Do you use Salesforce here at Company ABC?"

Think of the software and programs that you have used in your current and previous roles. Be prepared to discuss the programs that you are most experienced with, being sure to highlight any programs used at Company ABC. Popular CRM's include: - Salesforce - Oracle - NetSuite - Microsoft Dynamics

"I am tech savvy and confident in my ability to learn any CRM that you use here. If you'd like, I would be happy to take some online training and watch tutorials, to get a head start on the CRM you use here at Company ABC."

Confidentiality is of the utmost importance to us. Have you ever broken a confidentiality agreement? Under what circumstance would you breach a confidentiality agreement?

"I have signed NDA's and various confidentiality agreements in all my previous roles, with no issues. As an employee in the banking and finance industry, I understand the importance of protecting our customers. I hold myself accountable to confidentiality agreements and any other important documentation."

Company ABC works with, and keeps, a great deal of sensitive information on their clients such as credit and banking information. For this reason, they will have confidentiality agreements for you to sign as an employee. These confidentiality agreements could also cover trade secrets, sales approaches, and client lists. Talk to the interviewer about your thoughts on confidentiality agreements and assure them that you would never breach a contract.

"Exercising discretion has never been an issue for me, and I am happy to comply with any matters of confidence policied by Company ABC."

Do you believe that your co-workers and clients see you as an honest and trustworthy person?

"Honest and trustworthy are two words that you will certainly hear from my supervisor when you call for a reference. For me, these are fundamental values. You can rest assured that I will always act with integrity, with clients and co-workers. During my 15-year career in the finance industry, there has never been a discrepancy in my work."

The hiring authority would like to know if you are self-aware; recognizing how people see you in the workplace. It's one thing to say that you are an honest and trustworthy person, but it's best if you can support your answer with a real-life example of a time when you acted with integrity. This question is a great time to offer up your references as well.

"While attending post-secondary studies, many of my fellow students complimented me on my integrity while working on group projects. I am reliable and very prepared. You can count on me, to be honest with your clients and you can depend on me to do what's right; even when nobody is looking."

If you were to accidentally do something wrong at work, what would you do to repair the situation?

"I dislike making errors in the workplace, which is why I like to keep checklists to ensure that I have followed every procedure as expected. If I accidentally do something wrong at work, I will immediately fix the error and then fill my supervisor in, if required. If the situation were more serious and required an outside department to help, I would call on assistance right away. The longer a problem sits, the worse it can become, so I believe it's best to own up and fix the issue immediately."

When working for Company ABC there are a lot of moving parts to ensure that client files are correct, documentation is accurate, and that employees follow all policies to the letter. The interviewer would like to know more about your character, and how you would react if you realized that you did something wrong at work. Of course, the best way to approach this is to show that you would own up to the situation while doing everything required to fix the potential issue. Show the hiring authority that you understand the value of ownership in the workplace.

"I am not afraid to ask for help. If I were to do something wrong at work accidentally, I would let my manager know immediately. I would also ask for extra training after the fact, to avoid the situation from happening again. Prevention is key!"

When is it okay to stretch the truth to make a sale or cross-sell a new product?

"It is never okay to stretch the truth to make a sale or cross-sell a new product. If I have to stretch the truth, this means that the product I am presenting is not the right fit for the customer. When I keep my customers' needs top of mind, I can make a sale that fits their needs while also meeting my goals and targets."

The sales process is a significant part of working in credit card services. You will have targets and goals to achieve, which are very important; however, the interviewer needs to know that you will approach your sales goals with the utmost integrity. You already know that it is not okay to lie, or stretch the truth, to make a sale. Talk to the interviewer about your ability to sell with an honest approach.

"When selling a financial product or service, describing the features and benefits that are relevant to each customer is the best approach to closing the deal. Stretching the truth is never in the best interest of a company or a customer."

Tell me about any formal sales and customer service training you have received.

"Being in the financial industry, I have been lucky to have received a lot of great training through course materials, onboarding programs, and access to online coursework. Topics of this training range from upselling, cross-selling, customer service, dispute management, and ethics. I am well versed in building rapport and asking the right questions to uncover customers' needs."

If you have some years of work experience, you have likely received training in customer service and perhaps sales techniques. If you are new to your career, you may have self-trained by watching YouTube channels dedicated to sales techniques. Or, maybe you spend your time reading books on business, sales, and customer service approaches. Your formal training could be partaking in an excellent onboarding plan from a former employer, hands-on training, or industry coursework. Be sure to express to the interviewer that you have an interest in continually improving your sales and customer service skills.

"I have taken some Dale Carnegie training and did learn a lot about customer service and basic sales while taking my business degree. I look forward to gaining even more expertise through the training offered here at Company ABC."

Would you break Company ABC policy to satisfy a customer?

"If it were evident that bending a policy was the only option to satisfy a customer, I would escalate the issue to my direct supervisor to see what I can do. Customer service is an incredibly important factor in the continued success of Company ABC and I am confident that a workaround is often possible. With that said, I do not believe it is my place to make a call like that all on my own. I will always consult a superior, first."

Company ABC has firm policies in place for many reasons. In the world of finance and credit card services, it's crucial that you follow the guidelines given to you, should you be hired. Some of these guidelines are not only coming from Company ABC, but from the government and various finance and credit laws. It's important to note that bending the rules CAN be acceptable, should there be a collective agreement with your supervisor ahead of time. Discuss how you would work around satisfying a customer despite restrictions in policy.

"It's essential to be flexible whenever possible, but not when it means harming the company or breaking important policy. Certain policies do not necessarily work for some customers, as they do for others. I understand that Company ABC recognizes this need for flex, which is why you offer wiggle room whenever possible. If faced with this type of situation, I would, of course, ask for assistance before deciding to break company policy."

What does it mean to be a persuasive person? Do you think you are persuasive by nature?

"Persuasion is a big part of sales, but it's all about proper timing. First, I lay down the groundwork and build rapport. I ask questions of my customers to find out more what they need. Once I have built enough evidence that my path is the most beneficial approach for them, I then begin to build a persuasive case."

The power of persuasion is essential in sales, customer service, and the finance industry. Keep in mind that being a persuasive person does not mean that you are arrogant, aggressive, or that you spend your time convincing someone to do something that makes them uncomfortable. As a finance and credit professional, you use persuasion to pitch and influence. Discuss what you interpret persuasion to be and be sure to address the fact that you are persuasive when necessary.

"Persuasion is an art form and one that I developed while earning my business degree. I would use persuasion in my papers and writing, helping others to see the upside of my approach."

What would make you lose your patience with a Company ABC customer?

"If I feel that my patience level with a client is reaching a breaking point, I will make some reason to have to exit the conversation and revisit it after a short break. For example, I would say that I must attend a meeting and that I would call them back in 20 minutes. Then, I would take the time to breathe and compose myself. Also, I would take the time to think of a better approach. Rest assured, I will always remain professional and keep my composure."

The interviewer wants to see professionalism, poise, and self-control from you; even during the most challenging customer-facing situations. Of course, you would never lose your temper with a customer - a point that you need to make very clear when you respond. Share how you keep your composure, even during the most challenging situations.

"I have witnessed people lose their patience on the job, and it's a very unprofessional situation to experience. I am not a fan of people who interrupt and are aggressive so, if I were on the phone or in-person with a customer like this, I would not engage in their behavior; rather, ask them to calm down. If needed, I would escalate the situation to my supervisor."

What tools can Company ABC provide you, so that you can deliver world-class customer service?

"I believe that, in the financial and credit card services industry, it is vital for me to have robust tracking and automation tools, to best help my customers. With streamlined processes and organized information, I can better serve those who come to Company ABC for credit card solutions."

If Company ABC hires you, it is in their best interest to provide you with only the best possible tools to make you successful in your new role! There are many tools available to help you succeed, such as excellent training, a robust CRM program, and well-equipped management. Talk to the interviewer about what need to deliver exceptional service to their clients.

"I am new to my career so, for that reason, the most important tools that Company ABC can provide me include proper training and a knowledgeable management team. I am eager to learn and grow with the full support of an excellent department."

Tell me about your experience in developing key internal relationships with Risk Management, Underwriting, and New Accounts.

"My current company is smaller than Company ABC; however, we do have a variety of departments such as Customer Service, Underwriting, Account Recovery, and more. I create relationships throughout various departments by always being courteous, remembering names, saying thank you when they help me out, and being a respectful co-worker, overall. It's important in the credit card services realm that everyone works together as a unit so that we can service accounts adequately and quickly."

With large companies like Company ABC, there will be many internal departments present, and the interviewer would like to know that you have a history of working well cross-departmentally. If you come from a financial services background, you probably have experience working with underwriters, sales teams, and others. If you are new to the industry, you will want to speak about your experience working with people who have a job function different from yours. If you are a recent graduate, talk about your experience developing relationships with other students during group projects, or how you built relationships with your professors and other staff or faculty.

"Being new to my career, the bulk of my experience with cross-collaboration is with group projects in university, as well as the lasting relationships I built with my school's faculty. One of the keys to these great relationships is the fact that I was always nice, and had a humble approach by asking questions but also being present and ready to learn. I will bring the same attitude to Company ABC, ensuring strong relationships with your other internal departments."

What does cross-selling mean to you? Tell me two Company ABC products that you could cross-sell.

"To me, cross-selling means introducing new products to existing customers. I like to cross-sell products that only suit what the customer already has from my company. For instance, if I were working with Company ABC, I would recommend insurance protection as an add-on for every credit-card customer. I would also upsell to a more premium card if they qualified so that they could earn better credit card rewards."

Cross-selling is when you sell a variety of services or products to an existing customer. The point of cross-selling is to increase the amount of product that each customer accepts or purchases. With a cross-selling plan, companies can increase the value of each existing customer, which is generally easier than gaining new customers. Talk to the interviewer about what cross-selling means to you. Show that you have done your homework on Company ABC products by discussing what type of 'add-on' you could suggest to an existing customer.

"Cross-selling, from what I understand, is similar to upselling, where you add on another item when closing a sale. If I were to cross-sell a Company ABC customer, I would suggest one of your protection plans or job-loss insurance to go along with their new credit card."

What do you know about credit card services, and how market conditions impact our business?

"From what I have learned in my years of working in credit card services, the credit market becomes stronger when market conditions are weaker. Higher unemployment rates and lower income often mean a rise in credit card balances, more borrowers, higher interest rates, and more accounts in arrears. Today, more people than ever have credit cards. In the USA alone, nearly 200 million people have credit card balances. Recently we have seen an increase in subprime borrowers, those with credit scores from 580 to 669. This number is a 4%+ increase from last year."

If you are already familiar with the credit card services industry, the interviewer will be expecting a response that reflects your work experience and insight. Discuss recent market conditions and how you have seen conditions impact the credit card services business. If you are new to the financial services industry, you will be giving more of an educated guess.

"I have been reading more about the credit card services industry since applying to this position. What I have learned is that the credit market continues gaining strength. Consumer balances have continued to increase, and delinquency rates have remained constant."

How has your education prepared you for success in this role with Company ABC?

"My degree in business administration will help me to be successful with Company ABC in a few ways. First, your job posting mentions looking for team members who are accountable, comfortable with cold-calling, and solid researchers. Not only did my degree give me fundamentals of sales, but I also learned how to be more confident when reading people, and how to stand behind my work when it came to assignments and research papers. These are just a few of the ways that my education will help me to succeed in this position."

The interviewer wants to know how your education has prepared you for this job with Company ABC. A few highlights you can focus on are some of the relevant financial or sales topics you learned about while attending post-secondary studies. If you have experience working on group projects, share how you improved your listening and communication skills when working with a team.While attending post-secondary studies, you likely learned some core skills that would be transferable to any position. Think about what you learned at your highest levels of education and how that knowledge applies to this job. Some of these skills could include: - Time Management - Creative Thinking - Proposal Writing - Public Speaking - Presentation Building - Independent Learning - Academic Research - Self-Motivation

"During high school, I had the option to take Marketing classes. I loved these classes, and they taught me about sales, customer service, and the psychology behind a sale. This knowledge will be helpful as I discuss credit card options with Company ABC customers. I look forward to taking what I know and expanding on that during my new hire training."

Have you ever worked in a call center environment where your calls are recorded?

"I currently work for a competitor of Company ABC where my incoming and outgoing calls are all monitored. Considering the volume of people that I speak with every day, I appreciate the added protection that comes with knowing there is a backup available of my conversations and actions."

This question is straightforward since it's either a yes or a no! With that said, be sure to express the fact that you understand why calls are recorded at Company ABC. This action is not one of mistrust, rather an effort that has to take place to protect the company, its employees, and its customers. You can keep your response brief, and to the point.

"I have never worked in a call center environment; however, I completely understand why it is important for Company ABC to protect its customers and employees in this manner. I am 100% fine with having my calls recorded in the workplace."

Do you have strong business and financial acumen?

"I consider my business and financial acumen to be an intermediate level. I have worked in the financial services industry for eight years and lean on my education in Investment Analysis to make sound decisions on the job. I continue to learn and grow by reading books on money management and risk assessment. I am eager to gain even more expertise through exceptional training at Company ABC."

The hiring authority is looking for a suitable match when it comes to the job requirements and your skill level. To showcase your business and financial acumen, you can: - Refer to your post-secondary education - Discuss how you remain in-the-know on essential business topics - Talk about how your current job keeps you sharp in this industry Outline what makes you savvy in the business and financial industry, while also expressing to the interviewer that you have an interest in continued learning and growth.

"As a recent graduate in Finance with a focus on Risk Assessment, I believe that I have more than just the basics in business and finance. My education will give me an excellent foundational start for this role with Company ABC. Although my work experience is limited, my knowledge is strong, fresh, and current, and I am eager to learn."

Company ABC gives priority to bilingual candidates. Do you speak multiple languages?

"I am fluent in English and a beginner in Spanish. I am certainly willing to dive deeper into learning a new language as I see how it would be valuable in this role. What makes me most qualified for this position is my experience in the credit card services realm; working for your competitor in a call center environment for the past three years."

Your response will be pretty basic considering you either do or don't, speak multiple languages. What is important here is that you express your ability to learn other languages, or you take the time to overcome this lack of skill by showing that you are highly skilled in other areas.

"Yes, I speak English and Spanish fluently and have beginner skills in Mandarin. It was important to my parents that I am bilingual, considering the diversity present in our country. I look forward to putting my linguistic skills to work for Company ABC."

What is the most helpful piece of customer feedback you have received lately?

"I recently had a customer comment that I spoke too quickly for them to understand what I was saying fully. When I get into a groove, I know that I can speed up my work and speech, so I did appreciate the fact that the customer brought it to my attention. I have started to record myself with my sales scripts, practicing 30 minutes per day, with a focus on slowing down."

Feedback is valuable in the workplace and, when it comes directly from customers, this is a prime opportunity for you to learn and grow. The hiring authority wants to see that you are open to feedback and that you take action when you receive it. Discuss one piece of helpful feedback, either formal or informal, that you have received from a customer as of late. If you are new to your career, you can refer to an example from your post-secondary career or volunteer work.

"The most helpful feedback that I received lately came from my professor in one of my business classes. He asked me to dig a bit deeper and start tackling topics in my papers that were not in my wheelhouse. He wanted me to stretch myself further. I agreed and wrote my last paper on a topic entirely new to me. This suggestion was great because it forced me out of my comfort zone and challenged my research and writing skills at the same time."

How do you feel about credit cards?

"I understand that it is easy to get into trouble with credit cards; however, when used as intended, they are great for a variety of reasons. These reasons include their ability to help people boost their credit scores and credit history. They can be an invaluable source of funds in an emergency. Also, there are great rewards that people can pick up, including flight rewards or cash back."

Billions of people worldwide lean on credit cards for purchases every day. The interviewer would like to know that you have an appreciation for the service, but that you are also conscious of the fact that some people have a love/hate relationship with their credit cards! Discuss your thoughts on credit cards, why they are necessary, and why it is essential to maintain a healthy relationship with them. Mainly, the interviewer wants to see that you can sell credit card services without hesitation.

"I love using my credit card to gain flight rewards. I use it for everything, and then pay it off before the end of every month. When we use credit cards as intended, they are great! They are easy to abuse; however, so I believe it's imperative for every credit card customer to be smart with their monthly repayment plans."

Company ABC does a complete background check on all candidates, including a credit check. Do you have strong credit and a clean criminal record?

"I have a clean criminal record and believe that my credit score is above average. I have been working hard to build my credit score over the past few years. I am willing to comply with any background check that you require of me."

Most companies in the financial and credit card services industry will require strong credit from their employees. Also, a clean criminal record is a must. As an employee of Company ABC you will be privy to a lot of sensitive information so you must be trusted. You must answer this question truthfully and with full disclosure.

"My criminal record is clean; however, when it comes to my credit, I do not have a lot of history. What I do have is positive, but I am currently working to build my history further."

Which influencer do you appreciate the most, in the financial realm? What is it that you like about their approach to finance-related topics?

"Without a doubt, my favorite person to listen to and learn from in the finance realm is Michelle Singletary. She is a columnist for the Washington Post and the author of 'The 21 Day Financial Fast' which I think everyone should read. I appreciate her practical advice and the fact that she is to-the-point."

Every industry is all about influencers and thought leaders today! The interviewer wants to see that you are in-the-know when it comes to the conversations happening in your industry. Name someone in the finance realm that you listen to, gain advice from, and admire. Since this is an open-ended question, beware of keeping your answer brief and to the point by discussing one or two things that you appreciate about their approach or philosophy.

"I like to dive into topics such as economics and financial growth so, for that reason, Mike Quindazzi is my go-to thought leader on these topics. He is a Managing Director for PwC, which gives him a lot of Klout in the industry. I have attended one of his conferences on financial success and follow him on multiple social platforms."

Do you have any credit products with Company ABC? Why or why not?

"I am a happy customer of Company ABC! I have two credit cards as well as a savings account with your institution. Because my experience has been so positive, I will be a raving advocate when interacting with your customers."

The interviewer simply wants to know if you bank with them. If you do not, that is okay; you can say that you have been with your current bank for X amount of years and have been loyal. Be sure to express a willingness to try Company ABC products; however! If you do bank with Company ABC give a brief list of the products that you use, and what you enjoy most about doing business with them. Either way, keep your response positive.

"I have banked with a different institution since opening my first ever bank account. With that said, I see the importance of doing business with Company ABC so that I have the first-hand experience when it comes to the processes and services that your customers go through."

Have you considered expanding your education in the credit card or financial services realm?

"I am always considering new ways to educate myself in the credit and finance world. In addition to my Bachelor of Finance degree; I continually self-education on trends and topics in the industry, through podcasts and books. I am certainly open to suggestions when it comes to further education options that will help me to succeed and grow with Company ABC."

If your post-secondary education is not related to the credit card or financial services industry, the interviewer may want to see an interest in future growth. Expanding your knowledge could include college or university coursework, on-the-job training, or self-led learning through podcasts or books. It's essential that you show an interest in growing your knowledge; thus, helping you to be more successful in this role. Further education will also open up new opportunities for you within the company, earning you promotions!

"I recently completed my degree in Financial Analysis and would love to learn more about risk assessment in personal banking. If you have recommendations for me, I am all ears!"

Tell me about the last time you made a product suggestion to a customer that helped them in a big way.

"I recently had a customer call in because they were having trouble making their credit card payments. I asked a few questions, including how they used their credit card most months, what their biggest concern was, and what they could afford. I ended up downgrading this customer to a simpler credit card with no frills, a lower annual rate, and a 3% lower interest rate. The customer was thrilled and thanked me for being so helpful."

The hiring authority would like to know more about your customer service skills. Walk the interviewer through a brief story of a time that you recently helped a customer by using excellent sales skills, upselling, or even cross-selling skills. It is important to highlight what the customers' need was, how you went about uncovering that need, and how you closed the deal; all with a happy customer, in the end!

"I received a customer service call from a client who was upset at their credit card interest rate. I carefully explained that their rate was high because they initially qualified, many years ago, as a subprime customer. I offered to do a new credit check. The customer agreed, and this check showed that the customer had significantly increased their credit score over the past five years. Because of this credit score increase, I was able to offer the customer a much better credit card product with lower interest and a better rewards program. It felt great to help them!"

Credit Card Services Interview Questions

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1. How comfortable are you selling products to Company ABC clients?
2. Do you have sales targets in your current role? How is your performance measured?
3. Tell me about the last time you handled a demanding customer. What did you do well, and what could you have done better?
4. Company ABC has a variety of goals and KPIs for each employee. How do you go about meeting and exceeding your goals every month?
5. Do you prefer to work for Company ABC in a B2B or a B2C approach?
6. Walk me through your experience, managing an end-to-end sales cycle.
7. Do you have experience using a CRM tool such as Salesforce?
8. Confidentiality is of the utmost importance to us. Have you ever broken a confidentiality agreement? Under what circumstance would you breach a confidentiality agreement?
9. Do you believe that your co-workers and clients see you as an honest and trustworthy person?
10. If you were to accidentally do something wrong at work, what would you do to repair the situation?
11. When is it okay to stretch the truth to make a sale or cross-sell a new product?
12. Tell me about any formal sales and customer service training you have received.
13. Would you break Company ABC policy to satisfy a customer?
14. What does it mean to be a persuasive person? Do you think you are persuasive by nature?
15. What would make you lose your patience with a Company ABC customer?
16. What tools can Company ABC provide you, so that you can deliver world-class customer service?
17. Tell me about your experience in developing key internal relationships with Risk Management, Underwriting, and New Accounts.
18. What does cross-selling mean to you? Tell me two Company ABC products that you could cross-sell.
19. What do you know about credit card services, and how market conditions impact our business?
20. How has your education prepared you for success in this role with Company ABC?
21. Have you ever worked in a call center environment where your calls are recorded?
22. Do you have strong business and financial acumen?
23. Company ABC gives priority to bilingual candidates. Do you speak multiple languages?
24. What is the most helpful piece of customer feedback you have received lately?
25. How do you feel about credit cards?
26. Company ABC does a complete background check on all candidates, including a credit check. Do you have strong credit and a clean criminal record?
27. Which influencer do you appreciate the most, in the financial realm? What is it that you like about their approach to finance-related topics?
28. Do you have any credit products with Company ABC? Why or why not?
29. Have you considered expanding your education in the credit card or financial services realm?
30. Tell me about the last time you made a product suggestion to a customer that helped them in a big way.

Credit Card Services Interview Questions

1. How comfortable are you selling products to Company ABC clients?

2. Do you have sales targets in your current role? How is your performance measured?

3. Tell me about the last time you handled a demanding customer. What did you do well, and what could you have done better?

4. Company ABC has a variety of goals and KPIs for each employee. How do you go about meeting and exceeding your goals every month?

5. Do you prefer to work for Company ABC in a B2B or a B2C approach?

6. Walk me through your experience, managing an end-to-end sales cycle.

7. Do you have experience using a CRM tool such as Salesforce?

8. Confidentiality is of the utmost importance to us. Have you ever broken a confidentiality agreement? Under what circumstance would you breach a confidentiality agreement?

9. Do you believe that your co-workers and clients see you as an honest and trustworthy person?

10. If you were to accidentally do something wrong at work, what would you do to repair the situation?

11. When is it okay to stretch the truth to make a sale or cross-sell a new product?

12. Tell me about any formal sales and customer service training you have received.

13. Would you break Company ABC policy to satisfy a customer?

14. What does it mean to be a persuasive person? Do you think you are persuasive by nature?

15. What would make you lose your patience with a Company ABC customer?

16. What tools can Company ABC provide you, so that you can deliver world-class customer service?

17. Tell me about your experience in developing key internal relationships with Risk Management, Underwriting, and New Accounts.

18. What does cross-selling mean to you? Tell me two Company ABC products that you could cross-sell.

19. What do you know about credit card services, and how market conditions impact our business?

20. How has your education prepared you for success in this role with Company ABC?

21. Have you ever worked in a call center environment where your calls are recorded?

22. Do you have strong business and financial acumen?

23. Company ABC gives priority to bilingual candidates. Do you speak multiple languages?

24. What is the most helpful piece of customer feedback you have received lately?

25. How do you feel about credit cards?

26. Company ABC does a complete background check on all candidates, including a credit check. Do you have strong credit and a clean criminal record?

27. Which influencer do you appreciate the most, in the financial realm? What is it that you like about their approach to finance-related topics?

28. Do you have any credit products with Company ABC? Why or why not?

29. Have you considered expanding your education in the credit card or financial services realm?

30. Tell me about the last time you made a product suggestion to a customer that helped them in a big way.