18 Phone Representative 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 representative interview questions and sample answers to some of the most common questions.
Common Phone Representative Interview Questions
- How do you handle difficult customer service inquiries?
- What are some of the most common customer service inquiries you receive?
- How do you defuse difficult customer service situations?
- What is your experience with handling customer complaints?
- How do you deal with angry or upset customers?
- What do you do when a customer is not satisfied with your response?
- What is your experience in handling phone calls from irate customers?
- What are some of the techniques you use to calm down an irate customer?
- What do you say to a customer who is threatening to cancel their service?
- How do you handle a customer who is yelling or swearing on the phone?
- What is your experience in dealing with difficult sales calls?
- How do you handle a customer who is reluctant to purchase your product or service?
- What do you say to a customer who asks for a discount?
- How do you upsell a customer on a product or service?
- How do you handle a customer who wants to speak to a supervisor or manager?
- What do you do when you are put on hold for a long period of time during a call?
- How do you deal with customers who are trying to bargain with you?
- What are some of the most common objections that customers give you during a call?
How do you handle difficult customer service inquiries?
An interviewer would ask "How do you handle difficult customer service inquiries?" to a Phone Representative in order to gauge the individual's ability to handle difficult situations. This is important because customer service representatives are often the first point of contact for customers and need to be able to handle difficult inquiries in a professional and courteous manner.
Example: “There is no one-size-fits-all answer to this question, as the best way to handle difficult customer service inquiries will vary depending on the specific inquiry and the customer's individual needs. However, some tips on how to handle difficult customer service inquiries include remaining calm and professional, being patient and understanding, and taking the time to fully listen to and address the customer's concerns. Additionally, it can be helpful to offer solutions and options to the customer, rather than simply telling them what they cannot do.”
What are some of the most common customer service inquiries you receive?
In customer service, it is important to be able to handle a variety of customer inquiries in a professional and efficient manner. This question allows the interviewer to gauge the applicant's customer service skills and knowledge. It is also a way to see how the applicant would handle a difficult customer service situation.
Example: “The most common customer service inquiries I receive are related to billing and account management. Customers often have questions about their bill or account status, and they may need help troubleshooting an issue with their service. Other common inquiries include questions about features and how to use them, as well as technical support issues.”
How do you defuse difficult customer service situations?
Customer service representatives often have to deal with difficult customer service situations. The interviewer is asking how the candidate would deal with such a situation. This is important because it shows how the candidate would handle a difficult customer service situation.
Example: “There are a few different techniques that can be used to defuse difficult customer service situations. One is to simply listen to the customer and try to understand their perspective. Another is to offer a sincere apology for any inconvenience that may have been caused. Additionally, it can be helpful to offer some kind of compensation or resolution, even if it is just a small gesture. Finally, it is important to remain calm and professional throughout the entire interaction.”
What is your experience with handling customer complaints?
The interviewer is trying to gauge the phone representative's customer service skills. It is important because the phone representative will be the first point of contact for customers and will need to be able to handle complaints in a professional and efficient manner.
Example: “I have extensive experience in handling customer complaints. I have worked in customer service for over 10 years, and have dealt with all kinds of complaints. I know how to defuse a situation, and how to find a resolution that will satisfy the customer. I am patient and efficient in my work, and I always put the customer first.”
How do you deal with angry or upset customers?
An interviewer would ask a phone representative how they deal with angry or upset customers in order to gauge their customer service skills. It is important for a phone representative to be able to handle difficult customer service inquiries in a professional and courteous manner.
Example: “When dealing with an angry or upset customer, the first thing you need to do is stay calm and try to understand the situation. It's important to listen to the customer and see if there is anything you can do to help resolve the issue. If the problem cannot be resolved, apologize to the customer and see if there is anything else you can do to help.”
What do you do when a customer is not satisfied with your response?
There are a few reasons why an interviewer might ask this question to a phone representative. First, it allows the interviewer to gauge the phone representative's customer service skills. Second, it allows the interviewer to see how the phone representative handles difficult situations. Finally, it allows the interviewer to get a sense of the phone representative's overall attitude towards customers.
It is important for a phone representative to be able to handle customer complaints in a professional and efficient manner. This question allows the interviewer to see if the phone representative has the necessary skills to do so. Additionally, this question allows the interviewer to get a sense of the phone representative's overall attitude towards customers.
Example: “When a customer is not satisfied with my response, I apologize and try to offer a solution that will resolve the issue. If the customer is still not satisfied, I escalate the issue to a supervisor or manager.”
What is your experience in handling phone calls from irate customers?
It is important for a phone representative to have experience in handling phone calls from irate customers because it is a key part of the job. Irate customers can be a challenge to deal with, and it takes a certain skill set to be able to handle them effectively. The interviewer wants to know that the candidate has this skill set and that they are up for the challenge.
Example: “I have experience in handling phone calls from irate customers. I am able to stay calm and professional when dealing with these types of calls, and I am able to diffuse the situation and resolve the issue. I have also had training in how to handle difficult customer service calls, so I am confident in my ability to handle this type of call.”
What are some of the techniques you use to calm down an irate customer?
Some of the techniques that interviewers use to calm down an irate customer are active listening, empathetic statements, and showing concern. It is important to ask this question to see if the interviewee has the ability to stay calm under pressure and diffuse difficult customer situations. This question also allows the interviewer to gauge the interviewee's customer service skills.
Example: “There are a few techniques that I use to calm down an irate customer. The first is to try and understand their issue and empathize with them. I then try to find a resolution to their problem. If the problem cannot be resolved, I try to offer them a compromise. Lastly, I apologize for any inconvenience that they may have experienced.”
What do you say to a customer who is threatening to cancel their service?
The interviewer is gauging the Phone Representative's ability to handle difficult customer service situations. It is important for the Phone Representative to be able to stay calm and professional when speaking with customers, even if the customer is angry or threatening to cancel their service. The Phone Representative should try to diffused the situation and find a resolution that is satisfactory for both the customer and the company.
Example: “If a customer is threatening to cancel their service, the best thing to do is to try and resolve their issue. If the issue cannot be resolved, then offer the customer a cancellation fee waiver.”
How do you handle a customer who is yelling or swearing on the phone?
There are a few reasons why an interviewer would ask this question to a phone representative. First, it allows the interviewer to gauge the phone representative's ability to handle difficult customers. Second, it allows the interviewer to see how the phone representative would react in a difficult situation. Finally, it allows the interviewer to get a sense of the phone representative's customer service skills.
Example: “If a customer is yelling or swearing on the phone, the best course of action is to try and calm them down. This can be done by speaking in a calm and soothing voice, and trying to empathize with their situation. It is also important to avoid getting defensive or arguing with the customer, as this will only escalate the situation. If the customer is still being abusive after several attempts to calm them down, then it may be necessary to end the call.”
What is your experience in dealing with difficult sales calls?
There are a few reasons why an interviewer might ask this question. They could be trying to gauge your customer service skills, or they could be trying to see if you have any experience handling difficult sales calls. Either way, it is important to be able to answer this question in a way that shows you are capable of handling difficult situations.
Some tips for answering this question would be to discuss a time when you received a difficult sales call, and how you were able to handle it. Be sure to discuss any specific strategies you used to diffuse the situation, and how you were able to successfully close the sale. Showing that you have experience dealing with difficult sales calls will show the interviewer that you are capable of handling any situation that may come up.
Example: “I have been working as a phone representative for the past 4 years and have handled many difficult sales calls. I have developed a thick skin and can usually diffuse a situation by staying calm and professional. I am also very familiar with the product I am selling and can usually find a way to meet the customer's needs, even if they are being difficult.”
How do you handle a customer who is reluctant to purchase your product or service?
Some customers may be hesitant to purchase a product or service for various reasons. It is important for phone representatives to be able to handle these types of customers in a professional and courteous manner. By asking this question, the interviewer is trying to gauge the applicant's customer service skills and see how they would handle a difficult situation.
Example: “There are a few ways to handle a customer who is reluctant to purchase your product or service. The first thing you can do is try to understand the reasons why they are reluctant. Once you understand their reasons, you can then try to address those concerns. Sometimes, all it takes is a little reassurance to convince the customer that your product or service is worth their investment. Other times, you may need to offer a discount or special promotion in order to get them to commit. Whatever the case may be, it is important to remain calm and professional when dealing with reluctant customers.”
What do you say to a customer who asks for a discount?
It is important for a phone representative to be able to confidently and politely decline a customer's request for a discount in order to avoid any potential conflict or loss of sales. By asking this question, the interviewer is gauging the applicant's ability to handle customer objections and close a sale.
Example: “There are a few different ways you could respond to a customer who asks for a discount. One option would be to simply explain that our company policy does not allow for discounts. Another option would be to try and negotiate a different type of arrangement with the customer, such as free shipping or a longer return policy. Finally, you could offer the customer a small discount if they agree to pay immediately.”
How do you upsell a customer on a product or service?
An interviewer would ask a phone representative how they upsell customers on a product or service in order to gauge their ability to sell additional products or services to customers. This is important because it can help determine whether the phone representative is able to generate additional revenue for the company.
Example: “There are a few ways to upsell a customer on a product or service. The most important thing is to make sure that you are providing value and that the customer is getting what they need.
One way to upsell a customer is to offer them a higher quality product or service. This could be an upgraded version of what they are currently using, or something new that you think they would benefit from. It is important to make sure that the customer understands the value of the upgrade and how it will improve their experience.
Another way to upsell a customer is to offer them additional services or products that complement what they are already using. For example, if they are using a particular software, you could offer them training on how to use it more effectively, or additional features that would be useful to them. Again, it is important to make sure that the customer understands the value of these extras and how they will improve their experience.
Finally, you can simply offer a discount on the product or service if the customer agrees to purchase it now. This can be an effective way to upsell a customer, but it is important to make sure that the discount is significant enough to be worth their while.”
How do you handle a customer who wants to speak to a supervisor or manager?
The interviewer is trying to gauge the phone representative's customer service skills. It is important to be able to handle difficult customer service inquiries in a professional and courteous manner. The ability to de-escalate a situation and transfer a caller to a supervisor or manager when necessary is an important skill for a phone representative to have.
Example: “If a customer wants to speak to a supervisor or manager, the best thing to do is to transfer them to the appropriate person. This shows that you are willing to help the customer and that you understand their needs. If you are unable to transfer the call, then explain the situation to the customer and offer to take a message.”
What do you do when you are put on hold for a long period of time during a call?
An interviewer might ask "What do you do when you are put on hold for a long period of time during a call?" to a/an Phone Representative to gauge their customer service skills. It is important for a Phone Representative to be able to handle long periods on hold because they will likely encounter them often while working.
Example: “If I am put on hold for a long period of time during a call, I will politely ask the caller if they mind if I place them on hold for a moment. I will then try to locate the appropriate party or department to assist the caller. If I am unable to do so, I will return to the caller and apologize for the wait time.”
How do you deal with customers who are trying to bargain with you?
An interviewer would ask "How do you deal with customers who are trying to bargain with you?" to a/an Phone Representative because it is important for the company to know how the representative would handle such a situation. The interviewer wants to know if the representative is able to stay calm and collected when faced with a customer who is trying to get a lower price. This question is important because it allows the interviewer to gauge the representative's customer service skills.
Example: “There are a few different ways to deal with customers who are trying to bargain with you. The first way is to try and meet them in the middle. If they are asking for a lower price, see if you can give them a slightly lower price. This will show them that you are willing to work with them, and it may be enough to satisfy their needs.
Another way to deal with customers who are bargaining is to simply explain your pricing structure. Let them know why your prices are the way they are, and what goes into each price. This can help them understand your position better, and it may make them more likely to accept your prices.
Finally, you can always just say no to a customer who is trying to bargain. If you don't feel like you can budge on price, then don't. It's important to stand firm on your prices, or else you'll never make a profit.”
What are some of the most common objections that customers give you during a call?
The interviewer is trying to gauge whether the phone representative is prepared to deal with objections from customers. This is important because it shows whether the phone representative is able to think on their feet and come up with creative solutions to problems.
Example: “Some of the most common objections that customers give during a call include:
-I'm not interested.
-I don't have time.
-I'm not sure.
-I don't need it.
-I can't afford it.
-It's not what I'm looking for.”