Account Manager Interview Questions and Answers
Question 1: What is so important about establishing a long-term relationship with clients and customers?
[SITUATION] Attracting and retaining long term customers is key to a company’s sustainability. [TASK] As an account manager, you are responsible for developing these relationships and ensuring that customers are well catered for, are in receipt of excellent service and have well managed expectations. [ACTION] To develop these relationship, I get to know the customers’ requirements, interests and understand how the company can add value to these. Once an initial sale is made, I maintain a contact with them to ensure this relationship continues. [RESULT] In the roles I have held previously, I have had excellent levels of client retention and repeat sales.
Question 2: Let’s pretend I’m a client of your assigned portfolio. How would you up-sell or cross-sell this company’s products to me?
[SITUATION] Upsell and cross selling are fundamentals to an account manager’s role. [TASK] It is an account manager’s role to understand a client’s requirements and, having satisfied those, consider other company products and services which are complimentary to this or represent a better offer. [ACTION] I always seek to clearly understand requirements. I additionally always ensure I understand the company’s full offer of services and products. With the two I can assess cross-selling and up-selling opportunities. [RESULT] I have a high level of success with cross and up-sells.
Question 3: What’s your track record in delivering on revenue targets and customer satisfaction rates?
[SITUATION] I have worked in account management roles at __________ and _________, each with sales and satisfaction targets. [TASK] Meeting these targets have been personal drivers but also core to the performance management frameworks operated within these companies. [ACTION] I always ensure I understand the targets and I break these down into smaller targets allowing more frequent monitoring (e.g. daily). I plan how I can best achieve the targets. [RESULT] In the past 12 months I have exceeded my performance targets ___ months out of 12.
Answering Account Manager Interview Questions and Answers – Standouty’s STAR Methodology
All of our Account Manager Interview Questions and Answers are based on the STAR method. This is recognised across the industry as the BEST method for answering interview questions. If used well the panel will be unaware of its use but consider your answer to be well constructed, methodical and just plain AMAZING.
The STAR Technique involves constructing your answer in the following way:
Set the context of your answer. Tell the panel, where, when and why this situation came to be. For example, “Whilst working in my current role, we were holding an event in which 100 plus people were due to attend any minute. That’s when I was notified the caterers weren’t able to make it.”
What did you have to do. For example, “I had to organise alternative caterers and without the guests knowing. The failure of the event would have been a disaster for the company.”
What did you actually do. For example, “I spoke to the venue owner and we identified other caterers who may be able to help at short notice. I contacted all of them and identified one who could cater the event albeit one hour later than planned.”
How did the situation play out. For example, “Catering was provided in line with guest expectations. The evening, after this initial hiccup, went seamlessly. I was congratulated by the senior managers for sorting out what could have been a catastrophe.”
Constructing your answers in this way will ensure you fully address the question / scenario given and the criteria the panel are measuring you against.
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