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Sample answer:
Both parties must have phone etiquette and ample knowledge over the topic or issue.
Moreover, I’m looking for excellent communication skills since I would not want to
waste my time and effort having a futile discussion with someone.

3. Can you cite an instance when you got irate because of a business call that
was not good?

Sample answer:
Yes, I had a case of inactive listening when I called for customer service. The represen-
tative I talked to couldn’t understand me and kept asking me to repeat myself; this
meant he was not paying attention. Before I could get my complaint across, he asked
me to call again later because they were busy at that time. What else could they be
busy with when they were there to listen to the concerns of customers?

1. You are a Supervisor and your agent endorsed a difficult customer asking
for a billing inquiry on her mobile phone. He was giving you a hard time
resolving his concern because of unnecessary details like his missing dog.

Sample answer:
Thank you for calling Verizon. This is May, the supervisor on duty. I’m sorry to hear
about your dog. I wish you’ll be able to find him. Moving back, I understand that your
concern is about the dropped calls that were charged on your bill. To help resolve
the issue, I’ll check on the charges and issue appropriate credits. I apologize for the
inconvenience. Rest assured that this won’t happen again. Please stay on the line as I
complete the verification and processing of your billing query.

2. You are a sales representative at XYX computers. Your job is to call custom-
ers whose product warranty had lapsed. You need to offer them an Extend-
ed Service Program.

Sample answer:
Good morning! This is Linda of XYX computers. This is a courtesy call for your product’s
warranty. Records show that it had lapsed last August 2008. We would like to remind
you of the importance of warranty to secure technical assistance. On a lighter note,
I have good news. You can now renew the warranty through our Extended Service
Program. This will assure our continuous service should you encounter any technical
difficulty. Our highly trained technicians can give a fast diagnosis and troubleshoot-
ing over the phone. This will be very convenient for you. All you have to do is provide
me with your credit card information and we’ll do the rest of the leg work.

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