► Give a specific example of a time when you had to address an angry customer. What was the problem and what was the outcome? How would you asses your role in diffusing the situation?

► It is very important to build good relationships at work but sometimes it doesn't always work. If you can, tell about a time when you were not able to build a successful relationship with a difficult person.

► Tell us about a time when you built rapport quickly with someone under difficult conditions.

► What, in your opinion, are the key ingredients in guiding and maintaining successful business relationships? Give examples of how you made these work for you.