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Account Manager Mock Interview

Question 22 of 30 for our Account Manager Mock Interview

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Question 22 of 30

If a long-term key client informed you they're considering ending our business relationship, how would you turn them around?

"Sometimes this happens when a client has encountered a problem with the product or service or is simply ready to move on. As an account manager, it's my job to dive into the root of why the client is unhappy. During this discussion, I'll maintain empathy and good listening skills so the client feels heard and understood. Then, I will come back to them with a solution, either with another product the company offers that will do a better job satisfying their needs or with an adjustment to the service they are receiving. My goal is to make the client happy again and to restore the relationship."

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How to Answer: If a long-term key client informed you they're considering ending our business relationship, how would you turn them around?

Advice and answer examples written specifically for an Account Manager job interview.

  • 22. If a long-term key client informed you they're considering ending our business relationship, how would you turn them around?

      How to Answer

      It's important to the interviewer that you know how to save accounts. In other words, if a client becomes unhappy or disenchanted with the company's products or services, then as their account manager, you will need to step in and talk to the client in order to remedy the problem and keep their business. Tell the interviewer the steps you would take to fix the issue and make the client happy again.

      Answer Example

      "Sometimes this happens when a client has encountered a problem with the product or service or is simply ready to move on. As an account manager, it's my job to dive into the root of why the client is unhappy. During this discussion, I'll maintain empathy and good listening skills so the client feels heard and understood. Then, I will come back to them with a solution, either with another product the company offers that will do a better job satisfying their needs or with an adjustment to the service they are receiving. My goal is to make the client happy again and to restore the relationship."

      Experienced Example

      "The best and simplest way to turn a customer around is to analyze the issue causing them to leave. Listening to and understanding their concerns allows me to locate solutions and prevent their departure. Asking open-ended questions allows them to feel heard and air their grievances. While giving me a chance to change their minds, create a retention plan, and quickly bring solutions to a discontent customer, leaving them satisfied with myself and our company."

      Anonymous Interview Answers with Professional Feedback

      Anonymous Answer

      "I would schedule a meeting with the client and try to find out what the issue is. I will make sure I listen to understand and also empathize with the client. If it has to do with the quality of our service, I'd find out what more value we can offer them for the same price and once I get the solution I get back to them on it."

      Marcie's Feedback

      Nice! It sounds like you have a good process in place to save a client who is considering leaving. Can you include an example of a time when you did this? Practice using the STAR method to answer this type of interview question (talk about the situation, your task/role, the action you took, and what the end result was.) Good job!

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