Describe a time when you faced rejection or objection from a customer. How did you handle it?
RoleSales Representative
DifficultyEasy
TopicBehavioral
Asked at
Why This Is Asked
No publicly reported interview questions exist for this position, but field sales inevitably involves frequent rejection. This behavioral question tests resilience, emotional intelligence, and problem-solving in realistic pharma sales encounters, which are critical for meeting quotas without damaging relationships.
General Approach
Use the STAR method to show a clear before-and-after. Emphasize that you did not argue but instead validated the other person's perspective, asked clarifying questions, and offered a specific, evidence-based solution. Conclude with the positive outcome or a lesson that improved your future handling of objections.
General Answer
Start by anchoring your answer in the reality that rejection is a routine part of field sales in the Philippines, especially when you are calling on busy doctors or hospital procurement staff who see dozens of representatives daily. Say plainly that you treat an objection not as a personal failure but as a signal that something is unresolved, whether it is a concern about efficacy, pricing, or simply the doctor's limited time. Walk through a specific instance using the STAR structure, but make the middle of your story the heart of it. Describe how you acknowledged the doctor's hesitation without arguing, perhaps by saying something like, "I understand, Doctor, and I appreciate you being direct with me." Then explain the clarifying questions you asked to uncover the real issue, such as whether the concern was about patient compliance or formulary coverage. Emphasize that you offered a concrete, evidence-based solution, like sharing a recent clinical study or a sample pack tailored to the doctor's patient profile. Close by stating the positive outcome, whether the doctor agreed to a trial or simply appreciated your professionalism. If the situation did not end in a sale, pivot to the lesson learned and how you adjusted your approach in future calls. Keep your tone composed and avoid any hint of defensiveness, as interviewers are watching for how you handle pressure in the moment.
PH Interview Gotcha
Many Filipino candidates reflexively say 'Sige po, okay lang' and walk away, fearing confrontation. Instead, train yourself to see objections as signals to probe deeper and provide tailored information, while respecting the doctor's time.
Sample STAR Answer▾
S
Situation
As a pharmacy assistant, I was asked to promote a new over-the-counter pain reliever to a regular purchasing physician. When I visited his clinic, he curtly said he had no interest and asked me to leave.
T
Task
My goal was not to force a sale but to understand his objection and at least get him to consider the product for a specific case where it might fit.
A
Action
I calmly acknowledged his busyness and apologized for any imposition, then asked one open-ended question about his typical pain management challenges. He mentioned frustrations with a common side effect. I briefly highlighted how our product had a lower incidence of that side effect based on a meta-analysis, offered to email the paper, and left a small sample without expecting an immediate decision.
R
Result
A week later, he called the pharmacy to request more samples and eventually added the product to his formulary for mild pain cases. Our professional relationship improved as he trusted me to be low-pressure and evidence-based.
Key Takeaway
Patience and active listening turn initial rejection into an opportunity for education.
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- •STAR Structure
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