A key client's renewal is in three months and their usage has dropped. What do you do?

What the interviewer is looking for

• This question tests renewals & retention. Starts renewals early, names risk signals they watch and gives examples of saving or strengthening at-risk accounts.
• Strong answers: Reaching out early, diagnosing the cause, involving the right people and agreeing a plan to restore value.
• Likely follow-up: What would you do if the client tells you they are already talking to a competitor?

Another way it may be asked: An important client is using your product less and their contract ends soon. How do you respond?

A structure to follow: Answer, explain, example, limits

1. Step 1

   Answer

   Give your direct answer in the first sentence so the interviewer knows where you are going.

2. Step 2

   Explain

   Say how it works or why you would do it that way, in plain words before jargon.

3. Step 3

   Example

   Anchor it in something you have actually done or seen, with the detail that shows hands-on experience.

4. Step 4

   Limits

   Say when your approach would not be the right one. It shows judgement.

This is guidance on shape, not a script. Use your own real experience and facts; never invent details to fill a gap. See the STAR guide and answer frameworks.

Common slips

• Reciting a definition without showing you have applied it.
• Using terms you cannot explain if asked a level deeper.
• Claiming experience beyond what you can discuss in detail.

How to practise it

Say the answer in 90 seconds, then answer the follow-up as if it were a new question.

Related questions

• What early warning signs tell you an account might not renew?
• If you inherited twenty client accounts tomorrow, what would you do in your first few weeks to get to know them?
• Tell me about a time you went out of your way to help a customer or client. What did you do?
• How do you keep track of follow-ups and promises when you are juggling many clients at once?
• Tell me about a time you grew revenue within an existing account. How did you spot the opportunity?

Browse all questions