Tell us about a time when you had to troubleshoot a problem for a client with a product you were selling.

Lab Equipment Salesperson Interview Questions

Sample answer to the question

One time, I had a client who purchased a laboratory microscope from our company and encountered some issues with its functionality. They reached out to our customer support team, and I was assigned to troubleshoot the problem. I immediately called the client to gather more details about the issue. After understanding their concerns, I asked them to provide me with some sample images taken with the microscope. I analyzed the images and noticed that there was a focus issue. I guided the client through adjusting the focus settings and provided them with detailed instructions. The client followed the instructions, and the issue was resolved. They were extremely grateful for my assistance and mentioned that they were impressed with our prompt and effective support.

A more solid answer

In my previous role as a Lab Equipment Salesperson, I encountered a situation where a client contacted me with a problem related to a product they purchased from our company. They were having issues with our new high-performance liquid chromatography (HPLC) system. To troubleshoot the problem, I requested the client to provide me with all relevant information, including the HPLC system's configurations, error messages, and any recent changes they made. I also asked them to send me pictures of the error messages displayed on the system's control interface. After carefully analyzing the information and consulting our technical support team, I discovered that the issue was due to a software compatibility problem with the client's computer. I compiled a comprehensive troubleshooting guide, including step-by-step instructions on how to resolve the compatibility issue and provided it to the client. Additionally, I offered remote assistance to ensure the successful implementation of the solution. This approach not only resolved the client's problem but also showcased my ability to work independently while utilizing my technical and problem-solving skills to overcome challenges. Throughout the process, I maintained clear and concise communication with the client, ensuring they felt supported and valued. Furthermore, I utilized our CRM software to log all interactions and update the relevant accounts. I also leveraged Microsoft Office Suite to create professional and visually appealing troubleshooting guides. The client appreciated my prompt and efficient support, which helped maintain our strong business relationship.

Why this is a more solid answer:

The solid answer provides specific details about how the candidate troubleshooted the problem, including how they requested relevant information, analyzed the issue, and provided a comprehensive troubleshooting guide. It also mentions the candidate's ability to work independently and showcases their technical and problem-solving skills. Additionally, it highlights the candidate's utilization of CRM software and Microsoft Office Suite. However, the answer could benefit from further elaboration on the candidate's communication skills and how they worked as part of a team.

An exceptional answer

During my tenure as a Lab Equipment Salesperson, I encountered a notable scenario where a client faced a complex issue with a cutting-edge genetic sequencer they had purchased from our company. The client reached out to our technical support team, who recognized the urgency and assigned me to address the problem. To begin troubleshooting, I collaborated with a diverse team consisting of engineers, scientists, and software specialists within our organization. We conducted a deep analysis of the sequencer's software, hardware, and associated protocols. Our collective expertise allowed us to identify a potential compatibility issue between the new sequencing chemistry the client was using and the current version of our sequencer's software. We engaged with the client in a highly collaborative manner, proactively seeking their input and feedback, which further enabled us to refine our investigation. Through persistent and diligent efforts, we developed a customized firmware update that resolved the compatibility issue and maximized the efficiency and accuracy of the sequencing process. This solution was not only implemented for the client in need but also made available to all our customers, positioning us as pioneers in the field. By leveraging my strong verbal and written communication skills, I maintained open lines of dialogue with the client, ensuring they were informed and involved throughout the troubleshooting process. Additionally, I skillfully utilized CRM software to document our interactions, record the progress made, and provide valuable insights to our product development team, influencing future enhancements. This exceptional problem-solving undertaking not only showcased my ability to work autonomously but also highlighted my aptitude for collaboration, strategic planning, and analytical thinking. The client expressed immense gratitude for our collective effort and recognized our commitment to delivering innovative solutions tailored to their specific needs.

Why this is an exceptional answer:

The exceptional answer goes above and beyond by providing a more complex scenario involving cutting-edge technology and a collaborative approach to troubleshooting. It highlights the candidate's ability to work with a diverse team and showcase their strategic planning and analytical thinking skills. The answer also emphasizes the candidate's excellent verbal and written communication skills, their utilization of CRM software for documentation purposes, and their impact on future product enhancements. However, the answer could still be improved by providing more specific details about the candidate's individual contributions to the team and their negotiation and closing skills.

How to prepare for this question

Familiarize yourself with the technical aspects of the lab equipment you have sold in the past.
Prepare examples of previous troubleshooting experiences, showcasing your problem-solving skills.
Highlight instances where you effectively communicated with clients in a professional and supportive manner.
Practice explaining technical concepts in a clear and concise manner.
Demonstrate your familiarity with CRM software and Microsoft Office Suite, giving examples of how you have utilized these tools in your previous sales roles.

What interviewers are evaluating

Excellent verbal and written communication skills.
Capability to work independently and as part of a team in a fast-paced environment.
Proficiency in CRM software and Microsoft Office Suite.