Imagine you are calling a client to remind them about an upcoming premium due date. During the call, they express interest in a savings plan they heard about from a family member. How would you handle this conversation?
RoleCustomer Service Representative
DifficultyEasy
TopicSales & Service
Asked at
Why This Is Asked
Because the Customer Service Specialist role at AXA Philippines involves cross-selling and upselling during after-sales calls (as confirmed in the duties like outbound premium reminders and needs analysis), this scenario evaluates the candidate's ability to identify sales opportunities naturally, balance service with consultative selling, and handle the conversation without being aggressive.
General Approach
Show that you would first handle the primary reason for the call, then listen for the customer's expressed interest. Use a consultative approach: ask about their goals, tailor your explanation of the product's benefits to their needs, and give them space to decide.
General Answer
Start by acknowledging the client's interest warmly, then pivot back to the premium reminder to close that loop first, as that is the reason for your call. Say plainly that you would finish the reminder, confirm they have the details, and only then transition with something like, "I'm glad you brought up the savings plan, I'd be happy to share more." From there, ask one open question about their financial goal, such as whether they are saving for a specific milestone or just building a safety net, and listen without interrupting. Tailor your explanation to what they reveal, using simple Taglish if the client seems more comfortable that way, and keep the tone consultative rather than pushy. Mention that you would avoid overwhelming them with every feature, instead highlighting one or two benefits that connect to their stated need, and then offer to send a summary or schedule a follow-up call so they can think it over. Close by thanking them for their time and reassuring them that the decision is entirely theirs, which respects their pace and keeps the relationship positive for future interactions.
PH Interview Gotcha
Many Filipino candidates jump straight to a sales pitch without connection, saying 'Sir, baka gusto niyo ng new plan, mas maganda to, mas maraming benefits.' Instead, build rapport first, then tie the suggestion to their specific need: 'Because you mentioned you want to secure your child's education, our new savings plan might be a great fit. Could I share a few details so you can see if it aligns with your goals?'
Sample STAR Answer▾
S
Situation
While working as a customer service representative for a telco, I frequently made outbound courtesy calls about expiring data plans. One day, a customer I contacted for a routine renewal mentioned he was looking for a more flexible family bundle because his kids were using more data.
T
Task
My task was to address his immediate renewal need while seizing the opportunity to introduce a higher-value plan that genuinely fit his evolving family usage.
A
Action
I first confirmed his willingness to renew and then smoothly transitioned by saying, 'Since you mentioned your family's data needs are growing, might I share a new plan we launched this month that bundles three lines with a generous data cap?' I asked open-ended questions to understand exactly what each family member needed and compared it with his current spend. I then explained the cost savings and convenience of the family plan without pressuring him. I gave him time to consider and offered to send an email summary.
R
Result
He upgraded to the family plan the next day after discussing with his spouse and gave a high satisfaction rating on the post-call survey, noting I was helpful and not pushy.
Key Takeaway
Planting a seed by listening for cues and presenting a relevant option empowers the customer to make an informed choice without feeling sold to.
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