How do you handle rejection or resistance from clients?

Strategic Account Manager Interview Questions

Sample answer to the question

When faced with rejection or resistance from clients, I remain calm and professional. I understand that clients have their own preferences and concerns, and it's my job to address them. I actively listen to their feedback and try to find common ground. If a client rejects a proposal or request, I ask for specific feedback to understand their concerns and see if there's room for negotiation. I also take the opportunity to learn from the rejection and improve my approach for future interactions. Overall, I believe that rejection is a part of the job, and it's important to maintain a positive attitude and focus on finding solutions.

A more solid answer

When faced with rejection or resistance from clients, I first empathize with their concerns and ensure that I listen actively. I ask open-ended questions to understand their perspective and gather specific feedback. For example, if a client rejects a proposal, I ask for their reasons and try to find common ground. I've found that often there's room for negotiation or modifying the proposal to better meet their needs. In the past, I had a client who was resistant to a new software system we were implementing. I scheduled a meeting to discuss their concerns and spent time understanding their workflow and pain points. Based on their feedback, I customized the system to address their specific needs and provided additional training to ensure a smooth transition. This proactive approach not only resolved their resistance but also strengthened our client relationship. I always see rejection or resistance as an opportunity to learn and improve. By taking the feedback to heart, I continuously refine my approach to deliver exceptional client service.

Why this is a more solid answer:

The solid answer provides specific examples of how the candidate has handled rejection or resistance from clients in the past. It showcases their ability to empathize, ask for feedback, and find common ground. Furthermore, it demonstrates their dedication to delivering exceptional client service through customization and continuous improvement. However, the answer could be improved by mentioning the candidate's ability to handle rejection or resistance in a timely manner and how they maintain a positive attitude throughout the process.

An exceptional answer

Handling rejection or resistance from clients is an inevitable part of any client-facing role. It's important to approach these situations with empathy and professionalism. When faced with rejection, I make it a priority to understand the client's perspective by actively listening and asking targeted questions. For instance, if a client resists implementing a new software system, I would schedule a meeting to dive deeper into their concerns. By doing so, I gain valuable insights that help me identify any gaps or miscommunications and find a solution that meets both their needs and ours. In one instance, I encountered significant resistance from a client during a product upgrade. To address their concerns, I collaborated with our technical team to create a detailed plan that highlighted the benefits and addressed potential challenges. I presented the plan to the client, emphasizing the value it would bring to their operations. Through open communication and reassurance, I was able to dissolve their resistance and successfully implement the upgrade. Handling rejection or resistance requires resilience and a customer-centric mindset. I always strive to maintain a positive attitude, even in difficult situations, and focus on finding solutions that ensure the best outcome for both the client and the company.

Why this is an exceptional answer:

The exceptional answer demonstrates the candidate's ability to handle rejection or resistance with empathy, professionalism, and a customer-centric mindset. It provides an impactful example of how the candidate successfully addressed a client's resistance by collaborating with the technical team and presenting a detailed plan. Additionally, it highlights the candidate's resilience, positive attitude, and dedication to finding solutions. To further improve the answer, the candidate could mention their ability to handle rejection or resistance in a timely manner and their commitment to continuously learning and improving.

How to prepare for this question

Familiarize yourself with common concerns or objections that clients may have and prepare possible solutions or responses.
Practice active listening and asking open-ended questions to understand the client's perspective.
Reflect on past experiences dealing with rejection or resistance from clients and identify lessons learned or successful strategies.
Study the company's products or services in depth to be able to provide tailored solutions and address client concerns effectively.
Develop a positive mindset and maintain professionalism even in difficult situations.

What interviewers are evaluating

Effective communication and interpersonal skills
Customer-oriented approach with a dedication to delivering exceptional client service