Three Steps to Answer an Interview Question

Three Step Process of Answering Questions in an Interview

• Explain briefly the theoretical / technical aspects that will answer the question.
• Give an example from your past work experience
• Relate the skills to the position for which you are being interviewed

Example question (for position of a Sales manager/ Customer relationship manager): “How would you handle an angry customer?”

Sample answer:

(Step 1: Theory/ basics)  “A customer will approach us (the company) if he is not happy with the product or service that we have sold to him. In such a situation, I (the sales person) will listen to the customer patiently; understand what the customer is interested in. Subsequently, I will explain to the customer, what the features of the product are and how to use them. ”

(Step 2: Example) “In my previous organisation, I was responsible for providing after sales services for Refrigerators. Often the customers would call customer care and ask why the refrigerator walls get heated or why there is excessive ice formation. I would explain that these are normal aspects of refrigerator function.”

(Step 3: Skills related to the position) The answer emphasises following skills required for position of sales person: technical understanding of the product, communication skills, patience, stress management, analytical skills, organisational skills etc.