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Log InA 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?
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.
Sample STAR Answer▾
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.
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.
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.
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.
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