Tell me about a time when you had to persuade someone to change their mind. How did you do it?
RoleSales Representative
DifficultyMedium
TopicSales & Service
Asked at
Why This Is Asked
Persuasion is a core sales competency, and this question uncovers whether the candidate has a track record of proactive influence, even in a non-sales role. Since no role-specific Liwayway questions are confirmed, this is derived from the need to manage retail accounts that already have existing supplier relationships.
General Approach
Use the STAR method to highlight a specific instance, focusing on the method of persuasion rather than the outcome alone. Emphasize understanding the other person's perspective and tailoring your message.
General Answer
Start by choosing a genuine disagreement where the other person was not merely reluctant but actively opposed, since that forces you to describe a real persuasive process rather than a simple explanation. Explain that you first listened to understand their objections fully, then repeated their concerns back to them to show you had heard them, which built trust before you offered any counterpoint. Say plainly that you did not argue against their position but instead reframed your proposal around what they already valued, whether that was cost savings, convenience, or peace of mind. If you were dealing with a retailer or a distributor, mention how you tied your suggestion to their daily operations, such as reducing stockouts or speeding up their restocking routine, rather than just pushing your product. Be honest about any compromise you offered, because admitting that you adjusted your ask made the other side more willing to meet you halfway. Close by stating the outcome in measurable terms, like the account agreeing to a trial order or a changed process, and reflect briefly on what that experience taught you about persuasion, for instance that patience and active listening matter more than talking over someone. Keep your tone professional but conversational, and avoid Taglish unless the interviewer uses it first, since a formal register signals you can handle client-facing situations.
PH Interview Gotcha
Candidates might say 'Ayaw nilang mag-change, e' (They just don't want to change). This lacks accountability. Instead, frame it as 'I found that presenting the value in a relatable way helped them see the benefit.'
Sample STAR Answer▾
S
Situation
In my previous role as a service crew member at a fast food chain, our store introduced a new upsize meal combo, but regular customers kept ordering the standard size out of habit.
T
Task
I needed to encourage those customers to try the upsize option to help boost average transaction value for the store.
A
Action
I memorized three specific benefit statements about the upsize: larger drink, extra side, and only a 15-peso difference. Instead of simply asking 'Upsize po?', I would casually mention 'Ma'am, 15 pesos na lang po yung large drink at extra fries, sulit na po lalo kung nagugutom kayo.' I also shared a personal story about how I always upsized after my shift because it was more fulfilling.
R
Result
Within two weeks of consistently using this approach, my personal upsell success rate went from 1 out of 10 to 4 out of 10 customers. My supervisor recognized my effort and I was given the 'Crew of the Month' recognition.
Key Takeaway
Framing the request around the customer's need and making it personal can shift even stubborn habits.
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