A customer is interested in a Xiaomi smartphone but hesitates, saying they heard the build quality isn't as good as other brands. How would you handle this objection?
Why This Is Asked
This tests your ability to handle objections professionally, maintain brand image, and use product knowledge to reassure customers.
General Approach
Use the LAER method: Listen, Acknowledge, Explore, Respond. Show empathy, then present facts and demonstrations to counter the objection.
Sample STAR Answer▾
Situation
While working at a mobile accessories kiosk, a customer expressed doubt about the durability of a phone case I recommended, comparing it unfavorably to another brand.
Task
I had to reassure the customer about the product's quality without being defensive or dismissive.
Action
I acknowledged their concern and showed them the specific materials used, explaining their impact resistance. I demonstrated how the case had protected my own phone from drops. I also shared that many customers had given positive feedback on its longevity.
Result
The customer felt more confident and purchased the case, later returning to buy a screen protector.
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- •STAR Structure
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- •PH Workplace Context
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