The goal of this question is to evaluate the candidate’s reasoning ability, problem-solving skills, judgment, and possibly even willingness to take intelligent risks. Having no answer is a definite warning sign. Everyone makes tough decisions, regardless of their position. A good answer proves you can make a difficult analytical or reasoning-based decision.
Example: “It was the first day of my boss’s two-week vacation and our agency’s highest-paying client threatened to leave because he didn’t feel he was getting the personalized service he was promised. I spent my lunch hour on the phone with him, talking through his concerns. We even brainstormed ideas for his next campaign. He was so grateful for the personal attention that he signed another six-month contract before my boss even returned from her trip.”
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