When a client asks for something your company cannot or should not deliver, how do you balance their interests with the business?

What the interviewer is looking for

• This question tests customer focus. Shows genuine understanding of the client's business while balancing their requests against what the company can deliver.
• What to bring out: Understanding the need behind the ask, a clear and respectful no, offering alternatives and escalating if appropriate.
• Expect a follow-up like: Tell me about a time you pushed your own company to say yes instead.

Another way it may be asked: A client wants a special favour your company should not agree to. How do you say no and keep them happy?

A structure to follow: STAR, with the weight on Action and Result

1. Step 1

   Situation

   One or two sentences: where, when and what was at stake. Pick a real example you were close to.

2. Step 2

   Task

   What you personally were responsible for. Say "I", not only "we", so the customer focus you showed is visible.

3. Step 3

   Action

   The two or three things you did and why you chose them over the alternatives. This should be about half your answer.

4. Step 4

   Result

   What changed, in your own measure of it, and what you would do differently. Only use numbers you can stand behind.

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

• Describing what the team did without saying what you did.
• Choosing an example with no clear outcome, or one you cannot answer detailed questions about.
• Ending on the action and skipping the result and what you learned.

How to practise it

Write two bullet points for each STAR letter, then say the answer aloud in about two minutes.

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