Step one, try to see workmates side. If I am unable to understand then i'll pull workmate for a chat away from the rest of the team. If the chat doesn't work, escalate to management as we just may need a 3rd ear to listen.
A favourite quote of mine is from Steven Covey which goes along the lines of "Seek first to understand than to be understood". This is absolutely key in customer service. Don't let your agenda to sell more plans overrule theirs as it will just make them uncomfortable and not want to make any purchases.
They asked me some questions regarding my organizational skills, analysis skills, time management skills and problem solving skills. Communication and negotiation skills will also be tested in Q2 & Q4.