For my Verizon interview, what are some typical behaviorial questions that I should be prepared for?

For my Verizon interview, what are some typical behaviorial questions that I should be prepared for?
2018-08-13T21:25:36Z 2
2018-08-13T21:25:36Z

Former Sales Person at Verizon Wireless Retail

over 2 years ago
For this job specifically, the questions are mostly about how to deal with customer interactions. For example, how would you sell this product to this customer or how would you deal with unhappy customer etc. The answer to most of these questions is what I talked about in #2, always know what your customer is looking for and remember to never get angry at a customer.
2018-08-13T21:25:36Z

Manager at Verizon

over 2 years ago
Even as a manager, you still sell. Everyone at Verizon is in sales. Therefore, some common questions will be regarding sales, sales experience, and how you would handle certain situations. For example, you might be asked about a scenario where a customer is seething about something and asks to see the manager. You are the manager and are asked what you would do in that situation or asked to role-play as the manager in this situation. I would suggest that you begin understanding the concept of empathy and sympathy. You ultimately want to be able to calm the customer and retain their business while at the same time being sure that the customer knows a tantrum isn't a tactic they can use to get whatever they want. Therefore, to deescalate the situation you never want to directly or indirectly tell the customer to calm down. Instead, begin by asking smart questions, listening, and empathizing with the situation that they are in. Try to understand why the customer is irate in the first place, what would have to change to make them feel better, and how you would progress from that moment to arrive at that conclusion. The first priority is deescalation then retention. Even if you can't keep the customer's business, because some times you just can't, you want to be sure to help and let them know you are there for them enough so that they don't go out and hurt future business. Losing a customer isn't the worst possible thing. It is word-of-mouth as that loss can be multiplied depending on how upset the customer leaves.
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