Describe a situation where you used your strong interpersonal skills to negotiate with a customer.

Sample answer to the question

In my previous job as a customer service representative at a car dealership, I had to negotiate with a customer who was interested in purchasing a vehicle. The customer was concerned about the price of the car and wanted a discount. I used my strong interpersonal skills to build rapport with the customer and understand their needs and budget. I listened attentively to their concerns and empathized with their situation. I then presented the value of the car, highlighting its features and benefits. I also explained the various financing options available to help meet their budget. Through friendly and open communication, I was able to negotiate a fair deal that satisfied both the customer and the dealership.

A more solid answer

In my previous role as a Junior Car Salesperson, I had the opportunity to use my strong interpersonal skills to negotiate with a customer. The customer came into the dealership with a specific budget in mind and was looking for a vehicle that met their needs without exceeding their budget. I took the time to ask probing questions to understand their requirements and preferences. Once I had a clear understanding of their needs, I presented them with several options that fit within their budget. I highlighted the features and benefits of each vehicle, focusing on how it would meet their specific needs. I also explained the financing options available to ensure they had a clear picture of the overall cost. Throughout the negotiation process, I maintained open and honest communication, actively listening to their concerns and addressing them to the best of my ability. By demonstrating empathy and understanding, I was able to build trust with the customer and reach a mutually beneficial agreement.

Why this is a more solid answer:

The solid answer provides more specific details about the situation in which the candidate used their interpersonal skills to negotiate with a customer. It highlights how the candidate asked probing questions, presented options within the customer's budget, and addressed their concerns. The answer demonstrates empathy, understanding, and effective communication skills. To improve, the candidate could further elaborate on the outcome of the negotiation and the impact it had on customer satisfaction and achieving sales targets.

An exceptional answer

I would like to share a situation where my strong interpersonal skills played a crucial role in negotiating with a customer. A couple entered the dealership looking to purchase their first car together. They had a limited budget and were unsure of the exact features they wanted. I greeted them warmly and engaged in a friendly conversation to understand their needs, preferences, and budget constraints. It was important for me to establish trust and make them feel comfortable throughout the process. After assessing their requirements, I recommended a few options that aligned with their budget and offered great value. However, they were still hesitant and concerned about the financial commitment. Instead of pushing for a sale, I focused on addressing their concerns and providing them with all the information they needed to make an informed decision. I explained the financing options, including monthly payments and interest rates. I also highlighted the benefits of purchasing a car from our dealership, such as the comprehensive warranty and exceptional after-sales service. By demonstrating empathy and actively listening to their worries, I was able to alleviate their concerns and build a strong rapport. In the end, they chose a vehicle that met their needs and were excited to start their journey as car owners. This negotiation allowed me to showcase my strong interpersonal skills, effectively address customer concerns, and ensure their satisfaction. The positive experience resulted in a referral from the couple, leading to additional sales and exceeding monthly targets.

Why this is an exceptional answer:

The exceptional answer provides a detailed and engaging story that showcases the candidate's strong interpersonal skills in a negotiation situation. It highlights the candidate's ability to establish trust, actively listen to customer concerns, and address them effectively. The answer also demonstrates the candidate's knowledge of the dealership's offerings and their commitment to customer satisfaction. The inclusion of a positive outcome and its impact on sales targets elevates the answer to an exceptional level.

How to prepare for this question

Reflect on your past experiences where you have successfully negotiated with customers. Think about the specific situations, the challenges you faced, and the strategies you employed.
Familiarize yourself with the pricing and financing options offered by the dealership. This will enable you to confidently discuss the value and affordability of the vehicles with customers.
Practice active listening and effective communication skills. These skills are essential during negotiations as they help build rapport and understanding with the customer.
Develop an understanding of the features, benefits, and specifications of the vehicles in the dealership's inventory. This will allow you to present compelling options to customers based on their needs and preferences.
Consider how you can showcase empathy and customer-centricity during negotiations. Customers appreciate salespeople who genuinely care about their needs and work towards finding the best solution.
Be prepared to provide examples of situations where you went the extra mile to ensure customer satisfaction during negotiations. These stories can illustrate your dedication to achieving positive outcomes.

What interviewers are evaluating

interpersonal skills
customer service
negotiation
empathy
communication