Customer Service Mock Interview
Master 25 Customer Service interview questions covering conflict resolution, empathy, and problem-solving under pressure.
Question 25 of 25
How do you deal with customer rejection?
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Example Answer
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Community Answers
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
Being rejected by a customer can be hurtful and frustrating. The interviewer wants to know that you have the maturity, professionalism, and confidence to be able to withstand someone saying 'no' to you. Explain that you realize not everyone will be super friendly, warm, and buy from you right away. And that is okay! Display your maturity level and ability to let situations like this go, rather than dwell.
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"I know not to take it personally when a person doesn't want my product or service. There are many reasons why they could be saying no. Maybe the item is out of their price range, or maybe they are having a bad day and don't feel like interacting. Onto the next opportunity, I say!"
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"I expect that not everyone I speak with is going to want to give me their time, or fully hear what I have to say. People are busy, and they will say no, or 'I don't have the time for this,' more often than not."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"No matter the situation, or how the customer rejection makes me feel, I vow to remain professional. I need to be a solid example for my team and show them that a good attitude will get you everywhere. I move on quickly from rejection and train my group to do the same."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"I am an inherently curious individual so, when a customer rejects my offering, I always ask why. I want to know if there was something I did that made them dislike the product or service. By gaining feedback from each rejection, I can build a better approach."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"When a customer rejects me, it's frustrating, especially when I am trying to hit a sales quota and am feeling the pressure. To offset this, I will always focus on the positive. Perhaps the customer will return, or maybe the next person to walk into the store will purchase double the amount of product from me. I like to believe that it will all work out in the end."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"One trick I learned early on in my sales career is to send a proposal, either way. Perhaps my competition gained the clients' business, but you never know if that partnership will go sideways. I want to be top of mind if that happens. So, I never take the first-time rejection as a final answer."
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Anonymous Answer
No matter the situation, or how the customer rejection makes me feel, I vow to remain professional and to continue to have a positive attitude towards my ability to do my work the best I can.
Rachelle's Feedback
Your answer shows that you are confident in your abilities. It's great that you also promise to remain positive and professional through a tough situation such as customer rejection.
Anonymous Answer
No one likes rejection. I've learned not to take it personally. It may not be a good time to discuss making changes. They may have something going on in their lives, etc.... I try to end it on a positive and, if possible, say something like maybe we can revisit this in a few weeks, months. I do think this product/ service would benefit you, and I'd hate to see you miss out on an opportunity to make life easier, banking easier, or whatever the product may be.
Rachelle's Feedback
This is a great approach! It's respectful and understanding while still being sales and solution-focused. Good answer!
Anonymous Answer
I have always handled inbound calls from customers or information-seeking outbound calls, so I have not had to deal with customer rejection.
Amanda's Feedback
I see what you mean here, but customer rejection can take more than one form. Think about ways you have handled unhappy customers, changed a customer's mind about something, or canceled a customer's plan.
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