Describe a time when you had to negotiate with a difficult client. What was the outcome?
Why This Is Asked
Although no verbatim questions are publicly documented, SM Prime's panel interviews are known to explore handling difficult client negotiations. This question tests your conflict-resolution skills, your ability to protect the company's interests while keeping a client satisfied, and your creative problem-solving under pressure.
General Approach
Use the STAR method: set the scene with a specific conflict, explain your goal, detail the steps you took to address the client's objections, and show the positive result. Highlight soft skills like empathy, active listening, and data-backed persuasion.
Sample STAR Answer▾
Situation
When I was leasing retail spaces for a community mall, a franchisee of a popular coffee chain was upset because their preferred corner unit was already reserved by another tenant.
Task
I needed to retain the client, who threatened to walk away, while also protecting the mall's existing lease agreement and maintaining a balanced tenant mix.
Action
I acknowledged their frustration, then shared data on foot traffic and visibility for two alternative units that were comparable in size and price. I also offered a minor improvement to the second unit's storefront as a goodwill gesture, without compromising on agreed floor specifications. I facilitated a call with our design team to visualize their layout, and brought in the regional manager for a personal site visit.
Result
The client agreed to the alternative unit and signed a five-year lease. That store's sales exceeded their first-year projections by 10%, and we avoided losing an anchor tenant.
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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