Imagine a customer is in a hurry and wants to open a savings account but does not want to provide a second valid ID as required by bank policy. They ask if you can just use one ID 'this time.' How would you handle this?
RoleSales Representative
DifficultyEasy
TopicTechnical
Asked at
Why This Is Asked
In branch sales, you will constantly balance being warm and welcoming with strict AML and KYC rules. The bank must know you will not be pressured into skipping steps, but also that you can deliver the message without alienating the customer.
General Approach
First show empathy, then clearly state the requirement and why it exists in simple terms, then pivot to a solution. Never leave the customer feeling trapped. A structured E-A-R framework (Empathize, Assert the rule, Resolve) works well.
General Answer
Use an Empathize, Assert, Resolve approach. First, empathize by acknowledging that they're in a hurry and that the extra requirement is genuinely inconvenient. Then assert the rule plainly and without apology: two valid IDs are required under the bank's Know Your Customer and anti-money laundering policies, meant to protect the account from fraud and identity theft, and this applies to every customer without exception, not something specific to them. Finally, resolve it by offering a real path forward, such as listing accepted secondary ID types (some digital or government IDs on their phone may qualify), helping them check what they have on hand, or offering to hold their transaction and have them return once they have the missing document. Never suggest bending the requirement 'just this once,' even informally, since that creates real compliance risk and puts your own job on the line, and it also sets a precedent the customer may expect again later.
PH Interview Gotcha
Many Filipinos default to 'Sorry po, bawal talaga' (Sorry, it's really prohibited) and stop there, which can make the customer feel ignored. Instead, express understanding and immediately offer an alternative way to meet the requirement.
Sample STAR Answer▾
S
Situation
While volunteering at my university's enrollment help desk, a graduating student insisted that I process his clearance form without the required library signature because he had an urgent job interview. He said he would get the signature later and I should 'just approve it now.'
T
Task
My task was to enforce the clearance rule without sounding heartless, so the student would not escalate or miss his interview, while still protecting the integrity of the process.
A
Action
I acknowledged his urgency and said, 'I understand you're in a tight spot, and I'd love to help you right away. The library clearance is the only thing missing. Let me call the library for you right now to see if they can sign electronically, or you can email them while you're here. We cannot bypass this because it affects your official records, but I'll walk you through the fastest fix.' I stayed calm and offered alternatives rather than just saying no.
R
Result
The student calmed down, contacted the library via messenger, got a scanned sign-off within 10 minutes, and I processed his clearance on the spot. He left grateful and the rule was never bent.
Key Takeaway
Showing empathy and initiative while standing firm on policy turns a potential conflict into a collaborative problem-solving moment.
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.