A customer tells you they are considering Globe's postpaid plan, but they found a cheaper offer from another provider. How would you handle this situation?
RoleSales Representative
DifficultyEasy
TopicSales & Service
Asked at
Why This Is Asked
This question tests your ability to sell based on value rather than price and to handle objections calmly, which is key for a Sales Representative role in telecom.
General Approach
Acknowledge the customer's point to show empathy. Then pivot by asking clarifying questions to uncover their real needs. Finally, demonstrate how your product's specific features directly solve those needs, not why the competitor is bad.
General Answer
Acknowledge what the customer found without dismissing it or arguing that they're wrong. Ask clarifying questions to understand their real priorities, such as data needs, network coverage in their specific area, device bundling, or past experience with customer service. Avoid attacking the competitor directly; instead focus on how your specific plan's features address their actual needs, such as better coverage where they live or work, added perks, or clearer terms without hidden charges. If a cheaper competitor plan genuinely fits their needs better and nothing you offer closes that gap, be honest rather than oversell, since a customer who trusts your advice even when it doesn't result in an immediate sale is more valuable long term. If applicable, mention any current promotions or plan tiers that might narrow the price difference, without misrepresenting the terms. Leave the door open for future contact, since some customers return once they've compared the actual experience of each provider.
PH Interview Gotcha
Maraming Pinoy candidates maling mindset na dapat pilitin i-defend ang company kahit mahal ang product. Instead, acknowledge the competitor first then focus on value and customer needs. Huwag mo sabihin na 'mas okay talaga Globe kasi...' without first hearing their concern.
Sample STAR Answer▾
S
Situation
I was handling inquiries at a Globe Retail store in Makati, and a walk-in customer was comparing our GPlan Plus 1599 with a competitor's promo offering a lower monthly fee.
T
Task
My goal was to address their price concern without being defensive, and to highlight the value and reliability of Globe's network and customer service rather than just focusing on the price.
A
Action
First, I acknowledged the competitor's offer was indeed cheaper, which built trust. I then asked about their usage habits and discovered they needed reliable home internet for work-from-home setups. I walked them through our inclusive data allocation, free calls to Globe/TM, and the fiber broadband add-on option. I also offered a 7-day trial period for the broadband component so they could test the speed firsthand.
R
Result
The customer appreciated the transparent comparison and chose to sign up for the GPlan Plus on a 24-month contract, citing the reliability of postpaid service and the flexibility of the combined mobile and broadband plan.
Key Takeaway
I learned that validating a customer's concern opens the door to having a meaningful product discussion based on their actual needs.
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