Tell me about a time you turned around an underperforming client account. What steps did you take, and what was the outcome?
Why This Is Asked
No verbatim questions are publicly documented for this role; this behavioral question is grounded in the duty of managing trade partners. Cebu Pacific wants evidence you can diagnose issues, collaborate with partners, and drive recovery.
General Approach
Use the STAR method. Describe the situation briefly, then focus on the specific actions you took, not just blame placed on the client. Quantify the turnaround to show impact.
Sample STAR Answer▾
Situation
At my previous job in B2B office supplies sales, one of my accounts, a chain of co-working spaces, had reduced their quarterly orders by 40% over six months. They cited pricing issues and slow resolution of complaints.
Task
I needed to stop the decline and recover the lost volume by addressing their concerns and rebuilding trust.
Action
I scheduled a face-to-face meeting to conduct a business review. I presented data showing their order history and identified SKUs where we were actually costlier than competitors. I proposed a customized bundle for high-volume items at a 5% discount and introduced a dedicated customer service hotline for urgent issues. I also set a 30-day check-in to monitor satisfaction.
Result
Within two months, their orders returned to 90% of the original volume, and they added two new product categories, resulting in a 15% year-on-year growth for that account.
Attempt Your Answer
Write your own answer, then get instant AI feedback graded against:
- •STAR Structure
- •Specificity & Numbers
- •Ownership Language
- •PH Workplace Context
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