Decision Point: The Interview: Scenario

Nebulizer machine over white

You're intrigued with this candidate's answer to the first question, so you decide to probe a little deeper. Because the successful candidate must be able to not only initiate and follow through on a sales call, but also effectively handle dissatisfied customers, you decide to ask about the candidate's ability to handle disgruntled customers.

You pose the following scenario:

"Assume that you have a sales appointment with a client to sell health supplements. However, you discover that the client had purchased the company's line of steam inhalers only last month and already faced issues with them. During the meeting, the client tells you, 'Although my shop needs a new stock of health supplements, I$\text{'}$m reluctant to buy any other products from your company. The three batches of inhalers I bought last month were all faulty. I emailed the customer service department, but I still haven't received a response.$\text{'}$ How would you handle such a situation?"

Which candidate appears to have the strongest response to this question?

Select an option from the choices below and click Submit.

Candidate A

I$\text{'}$d try to know more about the defect in the batch of inhalers that he purchased before I tried to make a sale.

Candidate B

I$\text{'}$d first focus on resolving the client's complaint by looking into the matter and having the faulty inhalers replaced. After a week, I$\text{'}$d give him a call to check if the replacements were satisfactory, and then I$\text{'}$d approach him again for a sale on health supplements.