18 Phone Banker Interview Questions (With Example Answers)
It's important to prepare for an interview in order to improve your chances of getting the job. Researching questions beforehand can help you give better answers during the interview. Most interviews will include questions about your personality, qualifications, experience and how well you would fit the job. In this article, we review examples of various phone banker interview questions and sample answers to some of the most common questions.
Common Phone Banker Interview Questions
- What experience do you have with customer service?
- What experience do you have with using the telephone?
- What are your availability?
- What is your highest level of education?
- Are you comfortable working independently?
- Are you comfortable working with a script?
- Are you comfortable following a script?
- What are your computer skills like?
- What are your people skills like?
- Tell me about a time when you had to deal with a difficult customer.
- Tell me about a time when you had to upsell a product or service.
- Tell me about a time when you had to make a sale over the phone.
- Tell me about a time when you had to handle a customer complaint.
- Tell me about a time when you had to deal with an irate customer.
- What do you do when a caller hangs up on you?
- What do you do when a caller is being rude?
- What do you do when a caller is being difficult?
- How do you handle rejection?
What experience do you have with customer service?
An interviewer would ask "What experience do you have with customer service?" to a phone banker because it is important to know how the candidate interacts with customers. It is important to know if the candidate has the ability to handle customer complaints and resolve issues. The interviewer wants to know if the candidate is patient and has good people skills.
Example: “I have worked in customer service for over 10 years. I have experience dealing with customers in person, over the phone, and through email. I have also worked in a call center environment. I am patient and efficient when it comes to assisting customers with their needs. I am also able to handle difficult situations and diffuse them accordingly.”
What experience do you have with using the telephone?
The interviewer is trying to gauge the Phone Banker's customer service skills. It is important because the Phone Banker will be required to interact with customers over the phone.
Example: “I have been using the telephone for many years now and I am very confident with using it. I have experience with making calls, answering calls, and transferring calls. I am also familiar with using phone features such as caller ID, call waiting, and voicemail.”
What are your availability?
The interviewer is asking for the Phone Banker's availability in order to determine whether or not the Phone Banker can work the hours required for the position. It is important to know the Phone Banker's availability in order to ensure that the position can be adequately staffed.
Example: “I am available Monday through Friday from 9am to 5pm.”
What is your highest level of education?
There are a few reasons why an interviewer would ask a phone banker about their highest level of education. First, the interviewer wants to know if the phone banker has the basic qualifications for the job. Most jobs require at least a high school diploma, so the interviewer wants to know if the phone banker has that. Second, the interviewer wants to know if the phone banker has any higher education, such as a college degree. Higher education can sometimes make a person more qualified for a job, so the interviewer wants to know if the phone banker has any. Finally, the interviewer wants to know if the phone banker is continuing their education. Many companies offer tuition reimbursement, so the interviewer wants to know if the phone banker is interested in taking advantage of that benefit.
Example: “My highest level of education is a Bachelor's degree in Business Administration.”
Are you comfortable working independently?
An interviewer would ask "Are you comfortable working independently?" to a Phone Banker because it is important for the role of a Phone Banker to be comfortable working independently in order to make calls and reach quotas independently.
Example: “Yes, I am comfortable working independently. I am able to take initiative and work with little supervision.”
Are you comfortable working with a script?
There are a few reasons why an interviewer might ask if a phone banker is comfortable working with a script. Scripts can be helpful in ensuring that all of the important information is conveyed to the customer, and they can help keep calls on track. Additionally, some companies require their phone bankers to use scripts, so it is important to know if the candidate is comfortable with this type of work.
Example: “Yes, I am comfortable working with a script. I have experience working with scripts in customer service and telemarketing roles. I am able to read from a script and deliver the information in a clear and concise manner. I am also comfortable deviating from the script when necessary, such as when a customer has a question or concern that is not addressed in the script.”
Are you comfortable following a script?
There are a few reasons why an interviewer would ask if a phone banker is comfortable following a script. First, it is important for phone bankers to be able to deliver the same message each time they make a call. This ensures that the customer receives the same information each time and that the phone banker is not deviating from the company's script. Additionally, it is important for phone bankers to be comfortable following a script because they will likely be making a high volume of calls and will need to be able to deliver the same message each time quickly and efficiently.
Example: “Yes, I am comfortable following a script. I have experience following scripts in customer service and telemarketing settings. I am able to adapt my tone and style to the customer, while still staying within the parameters of the script.”
What are your computer skills like?
There are a few reasons why an interviewer would ask "What are your computer skills like?" to a Phone Banker. Firstly, in today's business world, it is increasingly important for employees to be proficient in the use of computers and other digital devices. This is because more and more businesses are using these technologies to communicate with customers, clients, and employees. Secondly, computer skills are often required for many office-based jobs, such as data entry or customer service. Finally, having strong computer skills can give an employee an edge over other candidates who may not be as proficient.
Example: “I am very comfortable using computers and have a lot of experience with various programs. I am confident in my ability to learn new programs quickly and efficiently.”
What are your people skills like?
It is important for a phone banker to have strong people skills because they are responsible for communicating with customers over the phone. This involves active listening, providing clear and concise information, and being able to handle difficult customer service inquiries. Strong people skills are essential in this role in order to build positive relationships with customers and resolve any issues they may be having.
Example: “My people skills are very good. I have a lot of experience dealing with customers and providing excellent customer service. I am patient, efficient, and always work to resolve any issue the customer is having. I enjoy working with people and am always looking for ways to improve my skills.”
Tell me about a time when you had to deal with a difficult customer.
Some phone bankers may have experience dealing with difficult customers in the past. This question allows the interviewer to gauge the applicant's customer service skills and see how they handle difficult situations. It also allows the interviewer to see if the applicant has the ability to stay calm under pressure.
Example: “I had a customer who was extremely unhappy with the product they had purchased. They called me several times to complain and were very rude and demanding. I did my best to calm them down and explain the situation, but they were not satisfied. In the end, I was able to resolve the issue to their satisfaction.”
Tell me about a time when you had to upsell a product or service.
The interviewer is trying to gauge the Phone Banker's ability to sell a product or service. This is important because the Phone Banker will need to be able to upsell products and services to customers in order to meet sales goals.
Example: “I was working as a phone banker for a large home improvement company. We were constantly trying to upsell our products and services to customers. One time, I had a customer who was interested in our windows. I asked her if she would be interested in upgrading to our premium windows, which were more energy-efficient. She said she would think about it. I then asked her if she would like to schedule an appointment for a free in-home consultation. She said yes and we set up an appointment.”
Tell me about a time when you had to make a sale over the phone.
The interviewer is trying to gauge the Phone Banker's ability to sell a product or service over the phone. This is important because the Phone Banker will be responsible for making sales calls and closing deals over the phone.
Example: “I was working as a phone banker for a credit card company and I had to make a sale over the phone to a customer who was interested in our services. I explained the benefits of our credit card and how it could help them save money. I then asked them if they would like to apply for the card and they agreed.”
Tell me about a time when you had to handle a customer complaint.
There are a few reasons why an interviewer might ask this question to a phone banker. First, it can give the interviewer insight into how the phone banker deals with difficult customer service situations. Second, it can help the interviewer gauge the phone banker's level of patience and customer service skills. Finally, it can help the interviewer understand how the phone banker handles stress and handles difficult customers.
Example: “I had a customer who called in to complain that their internet was not working. I asked them to troubleshoot the issue with me and we were able to determine that the problem was on the customer's end. I explained the situation to the customer and offered some suggestions for how they could fix the problem. The customer was satisfied with the resolution and thanked me for my help.”
Tell me about a time when you had to deal with an irate customer.
The interviewer is trying to gauge the Phone Banker's customer service skills. It is important to be able to handle difficult customers in a professional manner.
Example: “I had an irate customer call me last week about a billing issue. The customer was very upset and started yelling at me. I remained calm and professional and tried to resolve the issue. The customer eventually calmed down and we were able to resolve the issue.”
What do you do when a caller hangs up on you?
An interviewer would ask "What do you do when a caller hangs up on you?" to a/an Phone Banker to assess how the Phone Banker would handle an irate customer. This is important because it allows the interviewer to gauge the Phone Banker's customer service skills.
Example: “If a caller hangs up on you, the best thing to do is to try and call them back. If you are unable to reach them, then you can leave a voicemail message asking them to call you back.”
What do you do when a caller is being rude?
The interviewer is likely asking this question to gauge the Phone Banker's customer service skills. It is important for the Phone Banker to be able to handle difficult customer service inquiries and complaints in a professional and courteous manner.
Example: “When a caller is being rude, the best thing to do is to remain calm and professional. Try to diffusing the situation by asking questions or clarifying information. If the caller continues to be rude, you can end the call by politely thanking them for their time.”
What do you do when a caller is being difficult?
Some callers may be difficult because they are angry, upset, or impatient. It is important for the phone banker to be able to handle these types of calls calmly and professionally. The interviewer is trying to gauge the phone banker's ability to handle difficult situations.
Example: “When a caller is being difficult, the best thing to do is to remain calm and try to understand the situation. Sometimes, all the caller needs is some patience and understanding. Other times, you may need to transfer the call to a supervisor or manager.”
How do you handle rejection?
There are a few reasons why an interviewer would ask "How do you handle rejection?" to a phone banker. First, because phone bankers are constantly dealing with rejection, it is important to know how they handle it. Second, because rejection can be a difficult thing to deal with, the interviewer wants to know how the phone banker would deal with it in a professional setting. Finally, because the interviewer wants to know if the phone banker is a good fit for the position, they need to know how the phone banker would handle rejection.
Example: “When I am working as a phone banker, I am prepared to receive rejections from potential customers. I do my best to remain professional and courteous, even if the customer is rude. I try to find out the reason for the rejection and see if there is anything I can do to change the outcome. If not, I simply thank the customer for their time and move on to the next call.”