Attribution Forbes.com
Forbes Councils Member
Customers know when they’re being sold to. It’s not the ability to sell to as many prospects as possible that makes a successful sales representative. Rather, it’s their ability to read customers and effectively assess whether the proposed solution is the best solution possible for the client’s problem.
Scouting sales reps with emotional intelligence (EQ) and incorporating their skills into the sales process can help boost a business’s revenue while also creating loyal customers. A thorough hiring process gives companies insight into a sales candidate’s level of emotional intelligence or their ability to hone those skills, however, accurately gauging their potential is key. Below, 15 experts from Forbes Business Development Council share critical questions to ask sales candidates to get a better idea of their emotional intelligence.
1. Which customer would you classify as a satisfied one?
This question seems to be simple, but it can easily show whether a candidate is able to recognize true emotions at the very beginning, as well as adequately interpret behavioral signals. Also, the answer to this next one, “How can a customer be transferred from a dissatisfied category to a satisfied one?” reveals a level of emotional management. – Leonid Kozlov, RocketData
2. Would you proceed with selling if your solution wasn’t the best option?
I ask, “Would you proceed selling the product or service to the client if you understand that it is not the best option for them?” Acting in the client’s best interests is the main philosophy of our company. It will be important to hear “no” with appropriate explanation from the sales candidate. – Yulia Koroleva, Code Inspiration
3. How would you approach a conversation with a new prospect?
I would ask this to try to see if their approach would be one that is focused on their own ideas and what they are trying to sell versus understanding their counterpart’s situation and building a relationship with them based on that trust. Selling is about providing the right product to the right customer. No one will benefit if that match is not correct. – Doina Popa, UiPath Inc.
4. How would you handle an objection?
One question to gauge emotional intelligence in a sales candidate is to ask how they would deal with an objection. If a prospect complained that the price of our product was too high, how would they handle it? Sellers with high EQ would calmly acknowledge the issue and ask if there were any other issues that might prevent the deal. Then they would ask to continue on, saying they’d get back to them with the answers. – Joe DiDonato, Baker Communications, Inc.
5. How do you get customers to trust you?
Emotional intelligence is all about knowing yourself and your limitations while having social awareness that helps you navigate successful relationships. A good question to ask a salesperson to test their EQ is: Your customers may look upon you as an opportunistic salesperson. How do you get them to trust you and believe that you have their best interests in mind? – Vijay Sundaram, Zoho Corporation
6. How often do you check-in while furthering a deal?
Having consistent contact is important throughout the sales cycle, but knowing when it’s “too much” is just as critical. Gaining a sense of the prospect’s energy to determine a comfortable pace takes empathy and a high degree of EQ. Focus on creating value and building a personal relationship during each interaction to increase the probability of a close. – Stuart Bern, ATTOM Data Solutions
7. What have been the best and worst customer relationship experiences in your career?
Relationship building and management are critical in “A” Player sales candidates. It’s very important to understand how well they do in this arena. One question I always ask is, “What has been the best and worst customer relationship experience in your career and why?” I would want to know how they measure the best as well as the worst to understand their value system in relationship building. – Angie Barnes, NAVCO
8. What are you most proud of?
I always look at their resume and ask the one thing they are most proud of. This forces the candidate to evaluate their history, express to me how they define success and explain what took place in that experience that leads them to call it success. While they explain, I look for team-focused words like we, us and them. I also look to see if a mentor was involved and if their success was achieved through others. – Thomas Huls, Chosen Foods
9. What do you wish was different about your last job?
I’m looking for self-awareness. I’m interested in hearing them summarize a past experience and how they view themselves in that narrative. Do they take ownership or blame others? Do they have a skewed bias of their own accomplishments or are they humble? I want to know how accurately they perceive themselves in the context of their work. – Adam Webb, Sunder Energy
10. What is that one thing that inspires you the most?
I ask, “What is that one thing that inspires you the most, motivates you and keeps you going?” This particular question is my favorite since it shows a lot about how the sales candidate thinks while also telling a lot about their character, behavior and how they get influenced by the people around them. – Hitesh Wadhwa, Tech Mahindra
11. Can you describe a time when you opposed a team member’s position?
I’d ask them to describe a time when they opposed a team member’s position that ultimately turned out to be right and then they were wrong. There’s nothing wrong with sticking to a thoughtfully researched, well-argued position, but I’d be interested to know how they handled being mistaken, acknowledging that their peer was correct and learning from the experience moving forward. – Steve Taylor, VentureDevs
12. Can you give an example of when you had to pivot suddenly?
I would ask someone for an example of when they have had to pivot a pitch or a sales meeting on the fly. Ask what made them make that decision and how they altered their tone and content. Understanding what multiple stakeholders are looking to achieve and the ability to rapidly adapt to verbal and nonverbal cues are integral to each stage of the sales process. – Harpreet Bushell, LAB Group
13. What’s your superpower?
Everyone is the best at something, so find out what they are best at. This question helps you understand the strengths and diversity the candidate brings and highlights their degree of self-awareness. It also provides the opening for evidence-based questions (e.g., “Oh, so you’re great at connecting with executives? Tell me about an instance where it was challenging.”) – Sarah Knapp, Spruce Technology
14. What are your expectations of management?
The one question I like to ask sales candidates is, “What are your expectations of management and what does management need to give you to be successful?” I like this combo because it reveals how independent a candidate is. It also reveals whether they focus on the big stuff (strategic direction) or the small stuff (when are lunch hours). – Lauren Mieli, Prudent Pet Insurance
15. How do you deal with a loss?
I like to find out how a candidate takes responsibility for their losses. I want to see what they are willing to do to bring value to each and every pitch. I want to know how much work they’ll put in to make sure they understand a customer’s needs. If a loss doesn’t strike an emotional chord and if they don’t respond with change, it tells me a lot about their willingness to grow as part of my team. – Jim Berryhill, DecisionLink
Attribution Forbes.com
Forbes Councils Member
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