Describe a time when you had to negotiate with a difficult client. What was the outcome?
RoleBusiness Development Associate
DifficultyDifficult
TopicBehavioral
Asked at
Why This Is Asked
Although no verbatim questions are publicly documented, SM Prime's panel interviews are known to explore handling difficult client negotiations. This question tests your conflict-resolution skills, your ability to protect the company's interests while keeping a client satisfied, and your creative problem-solving under pressure.
General Approach
Use the STAR method: set the scene with a specific conflict, explain your goal, detail the steps you took to address the client's objections, and show the positive result. Highlight soft skills like empathy, active listening, and data-backed persuasion.
General Answer
Start by anchoring your story in the specific commercial stakes at play, because SM Prime panels want to see that you understood what both sides stood to lose. Say plainly what the client was pushing for, whether it was a steeper discount on lease terms, a delayed handover date, or extra fit-out concessions, and then name your own non-negotiables, such as margin floors, timeline commitments, or compliance with mall operating standards. Frame your approach as a search for a third option rather than a tug of war, and walk them through how you listened first, repeated their concern back in your own words to confirm you had it right, and then pulled in data like comparable rates, foot traffic projections, or maintenance cost breakdowns to shift the conversation from emotion to numbers. In the Philippine context, acknowledge that you kept the tone respectful and collaborative, using phrases like "I understand your concern" without slipping into over-apologizing, and mention how you looped in your manager or a legal colleague early when the ask touched on contract terms, because that shows you know when to escalate rather than improvise. Close by stating the outcome in measurable terms, such as a revised payment schedule that preserved the total contract value, a shorter lease term with higher per-square-meter pricing, or a value-add like free parking passes that cost you little but satisfied the client, and end with the relationship still intact, ready for renewal talks.
PH Interview Gotcha
Don't over-apologize with phrases like 'Sorry po, wala na talaga' which can weaken your position. Instead, say: 'I understand your concern. Let me show you options that deliver the same value.'
Sample STAR Answer▾
S
Situation
When I was leasing retail spaces for a community mall, a franchisee of a popular coffee chain was upset because their preferred corner unit was already reserved by another tenant.
T
Task
I needed to retain the client, who threatened to walk away, while also protecting the mall's existing lease agreement and maintaining a balanced tenant mix.
A
Action
I acknowledged their frustration, then shared data on foot traffic and visibility for two alternative units that were comparable in size and price. I also offered a minor improvement to the second unit's storefront as a goodwill gesture, without compromising on agreed floor specifications. I facilitated a call with our design team to visualize their layout, and brought in the regional manager for a personal site visit.
R
Result
The client agreed to the alternative unit and signed a five-year lease. That store's sales exceeded their first-year projections by 10%, and we avoided losing an anchor tenant.
Key Takeaway
Empathy paired with data-driven alternatives turns a negotiation standoff into a win-win.
Attempt Your Answer
Write your own answer, then get instant AI feedback graded against:
- •STAR Structure
- •Specificity & Numbers
- •Ownership Language
- •PH Workplace Context
Get AI feedback on your answer — free.
3 free AI-graded answers + 1 free mock interview, no card needed.
Sign Up FreeAlready have an account? Log in
Share Your Answer (0)
Sort
Sign in to join the conversation.
No answers shared yet — be the first to show how you'd approach this.
Related Questions
EasyCultural Fit
Passion For Foodservice Sales
Business Development Associate
MediumBehavioral
Organizing A Sampling Event
Business Development Associate
DifficultCommunication
Role-Play: Pitching a Budget Shift
Business Development Associate
DifficultTechnical
Handling A Skeptical Chef
Business Development Associate