How Do You Feel About Saying ‘No’ To a Client With Unreasonable Requests?

How to answer “How do you feel about saying ‘no’ to a client with unreasonable requests?” in a job interview. On this page, you can find the perfect example answer and useful interview tips.

Dealing with rigid or unreasonable clients is a common practice for those working in customer service. The reason why interviewers ask this question is to find out how you handle difficult situations and where you draw the line. The example shows how to address the situation and formulate a suitable answer:

Example Answer

“I recently had a client that purchased [Product X] and he was under the assumption that a particular set of applications was included in the price. The request to implement some additional features to the initial package would have cost our company $1000 extra on a $5000 product.

Although I want to say ‘Yes’ as often as I can, I had to say ‘No’ and disappoint the client. However, I offered a free monthly trial and 10% discount on [Product Y]. I also informed the client that I would bring the request up at the next board meeting to see if we could consider the addition down the line.”

Interview Question Tips

  • Don’t ramble or speak negatively about the client. Don’t show signs of annoyance, edginess, irritation or other behaviour that’s fueled by emotions. Focus on the reasoning and logic.
  • Do provide an answer that shows your de-escalation techniques. These include, among others, being empathetic and non-judgemental, ignoring challenging questions and keeping a neutral tone and body language.