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162 COMPETENCY-BASED QUESTIONS AND ANSWERS

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F. Nurtures. Regardless of a customer’s attitude, approaches each situation with pa-
tience and professionalism, with the goal of gaining customer loyalty.

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G. Resourceful. Fully understands the company’s products and services, and is able
to call up the information customers need to make an educated buy.

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H. Interpersonal skills. Deals effectively with difficult customers, reserving judgment
and listening to their complaints; conveys confidence and assurance.

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I. Integrity. Readily admits mistakes or oversights and takes action to rectify the sit-
uation; conveys honesty and respect for others.

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J. Responsible. Makes good on promises to meet or exceed customer expectations.

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American Management Association
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