Tell me about a time when you advised a client to not purchase a product or to go with a less expensive option because it was better for them. What happened?
RoleSales Representative
DifficultyDifficult
TopicBehavioral
Asked at
Why This Is Asked
As a financial advisor handling sensitive financial products, integrity is paramount. The interviewer needs to see evidence that you won't push unsuitable products for short-term gain.
General Approach
Use a specific example from any customer interaction. Clearly state the conflict between company interest and customer interest, and then detail how you resolved it in favor of the customer, highlighting the positive ultimate outcome.
General Answer
Start by describing the specific situation with enough detail that the interviewer can picture it, but keep the focus on your reasoning rather than the product itself. Explain plainly that you recognized the mismatch between what the client wanted and what they actually needed, and say outright that you chose to prioritize their long-term welfare over your immediate commission. Be honest about the internal tension, because admitting that it was a difficult call makes your integrity more believable than pretending it was easy. Then walk through the practical steps you took: how you laid out the cheaper option's advantages, how you addressed the client's doubts, and how you made sure they felt supported rather than talked down to. In the Philippine context, where referrals and repeat business often carry more weight than a single sale, frame this as a relationship investment, not a loss. If the client later thanked you or came back for another product, mention that as proof. If they didn't, focus on the trust you built and the reputation you protected. Close by tying it back to your role at Manulife, saying that in financial services, a client who trusts you will always outperform a one-time sale.
PH Interview Gotcha
Some might rationalize, 'Sayang naman kasi ang commission.' Instead, always frame ethical decisions as a strategy for long-term relationships and repeat business, which is crucial in financial services.
Sample STAR Answer▾
S
Situation
While working as a part-time customer service representative in a retail electronics store, an elderly customer wanted to buy the most expensive laptop model, insisting it was necessary for her simple email and browsing tasks.
T
Task
I had to balance the store's sales target with the ethical responsibility to ensure the customer got the best value for her actual needs.
A
Action
I gently asked about her daily usage and explained that a mid-range model would perform those tasks just as well for half the price. I demonstrated the speed and features of both options side by side. I also informed her about the store's return policy, so she would feel safe regardless. I did not pressure her at all.
R
Result
She appreciated the honesty, purchased the less expensive model, and later returned to buy a printer and accessories. She also referred two friends to our store, mentioning my help specifically.
Key Takeaway
Prioritizing a client's true needs builds long-term trust that often leads to greater sales in the future.
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