Tell me about a time when you had to handle a difficult customer.

I once had a difficult customer who was dissatisfied with the price of a car. They argued that it was too high and demanded a lower price. I remained calm and empathetic, understanding that buying a car is a significant investment. I listened to their concerns and asked questions to understand their specific needs and budget. I then explained the value of the car, highlighting its features and benefits. I offered various financing options and showed them how a lower down payment or longer-term could fit within their budget. Eventually, I was able to negotiate a price that both the customer and the dealership were satisfied with.

I once had a difficult customer who was dissatisfied with the price of a car. They argued that it was too high and demanded a lower price. Instead of getting defensive or trying to convince them otherwise, I took a proactive approach in addressing their concerns. I actively listened to their reasons for wanting a lower price and empathized with their desire to get the best deal possible. I then proceeded to explain the various factors that contribute to the pricing of the car, such as its features, condition, and market demand. I showcased my strong negotiation skills by proposing alternative solutions, such as lower interest rates or additional perks. By focusing on finding common ground and mutually beneficial solutions, I was able to reach a compromise that satisfied the customer while still meeting the dealership's objectives.

I had a challenging experience with a customer who was extremely upset about a car they had purchased having mechanical issues shortly after the sale. The customer felt deceived and demanded a refund. I recognized that resolving the issue required both empathy and problem-solving skills. I began by actively listening to the customer, acknowledging their frustration and validating their concerns. I then took immediate action by contacting our service department to arrange for the car to be inspected and repaired at no cost to the customer. While the repair was being done, I arranged for a courtesy vehicle to be provided to the customer to minimize any inconvenience. Throughout the entire process, I maintained regular communication with the customer, providing updates on the progress of the repairs and ensuring that their needs were being met. In the end, the customer was grateful for the swift resolution and remained a loyal customer of the dealership, referring their friends and family to me for their car-buying needs.