Imagine you are calling a client to remind them about an upcoming premium due date. During the call, they express interest in a savings plan they heard about from a family member. How would you handle this conversation?
Why This Is Asked
Because the Customer Service Specialist role at AXA Philippines involves cross-selling and upselling during after-sales calls (as confirmed in the duties like outbound premium reminders and needs analysis), this scenario evaluates the candidate's ability to identify sales opportunities naturally, balance service with consultative selling, and handle the conversation without being aggressive.
General Approach
Show that you would first handle the primary reason for the call, then listen for the customer's expressed interest. Use a consultative approach: ask about their goals, tailor your explanation of the product's benefits to their needs, and give them space to decide.
Sample STAR Answer▾
Situation
While working as a customer service representative for a telco, I frequently made outbound courtesy calls about expiring data plans. One day, a customer I contacted for a routine renewal mentioned he was looking for a more flexible family bundle because his kids were using more data.
Task
My task was to address his immediate renewal need while seizing the opportunity to introduce a higher-value plan that genuinely fit his evolving family usage.
Action
I first confirmed his willingness to renew and then smoothly transitioned by saying, 'Since you mentioned your family's data needs are growing, might I share a new plan we launched this month that bundles three lines with a generous data cap?' I asked open-ended questions to understand exactly what each family member needed and compared it with his current spend. I then explained the cost savings and convenience of the family plan without pressuring him. I gave him time to consider and offered to send an email summary.
Result
He upgraded to the family plan the next day after discussing with his spouse and gave a high satisfaction rating on the post-call survey, noting I was helpful and not pushy.
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- •STAR Structure
- •Specificity & Numbers
- •Ownership Language
- •PH Workplace Context
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