You’ve just resolved a technical issue for a frustrated customer. How would you transition the conversation to promote our latest accessory or service package?
Why This Is Asked
Many BPO accounts, even technical support ones, have sales targets or at least expect agents to spot upsell opportunities. This question checks if you can seamlessly shift from support to sales without annoying the customer. It also reveals your ability to listen for needs and suggest relevant products, not just read a list of promos.
General Approach
First, make sure the customer is completely satisfied with the technical resolution and thank them for their patience. Then, bridge naturally: mention a product or service that could prevent the same issue from happening again or enhance their experience. Frame it as a suggestion, not a pitch. Use phrases like 'by the way, you might find this useful because...' Always give them a clear opt-out and respect their decision.
Sample STAR Answer▾
Situation
While working as a CSR for a telco account, I once helped a customer whose smartphone would not charge. After troubleshooting, I discovered his charging cable was frayed and causing the intermittent connection. He was relieved his phone was not broken.
Task
I needed to let him know about our store’s current promo on original charging cables and a portable power bank bundle, without making him feel like I was just pushing a sale after his stressful experience.
Action
Once we confirmed the phone was working, I said, 'I’m glad we got that sorted out, and just a friendly tip: that cable you’re using now is a bit worn out, which might cause the same issue again soon. Right now we have an offer where if you get our heavy-duty original cable, you get 20% off a power bank that can fully charge your phone twice. Would you be interested in hearing more?' He hesitated, so I quickly added, 'No pressure at all, but I can send the details to your email or to the Viber number on file so you can check it out when you’re free.'
Result
He said he’d look at the email later. I sent it, and two days later the system showed he made an online purchase for both the cable and power bank. The feedback survey mentioned I was helpful and not pushy.
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- •STAR Structure
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- •PH Workplace Context
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