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?
RoleSales Representative
DifficultyEasy
TopicCommunication
Asked at
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.
General Answer
Use a Listen, Acknowledge, Explore, Respond approach. Listen fully to what they heard and, if possible, where they heard it. Acknowledge that it's a fair concern, especially for a brand still building its reputation for build quality in some markets. Explore what 'build quality' specifically means to them, screen durability, materials, or general longevity, since the term can mean different things to different customers. Respond with concrete, verifiable information such as the unit's actual warranty terms or build materials, and let them physically handle the phone rather than relying only on verbal reassurance. If a demo unit is available, show durability features directly, like screen protection or build materials, rather than just describing them. If they're still unsure, point to the store's return policy or any trial period as a way to lower the risk of trying the brand.
PH Interview Gotcha
Avoid saying, 'Ay, hindi naman po sirain yan, matibay naman po.' It sounds defensive and lacks evidence. Instead, say: 'I understand your concern. Let me show you the Gorilla Glass protection and aluminum frame that make this phone very durable.'
Sample STAR Answer▾
S
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.
T
Task
I had to reassure the customer about the product's quality without being defensive or dismissive.
A
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.
R
Result
The customer felt more confident and purchased the case, later returning to buy a screen protector.
Key Takeaway
Acknowledging concerns and providing proof builds trust.
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