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TYPES OF DIFFICULT CUSTOMERS. Sales and Advertising. ARGUMENTATIVE. The customer Questions Disagrees Take issues which an employee makes Always looking for errors or mistakes Quick tempered Typically slow in making decisions. How To Sell To Argumentative Al. Practice self-control

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types of difficult customers

TYPES OF DIFFICULT CUSTOMERS

Sales and Advertising

argumentative
ARGUMENTATIVE
  • The customer
    • Questions
    • Disagrees
    • Take issues which an employee makes
    • Always looking for errors or mistakes
    • Quick tempered
    • Typically slow in making decisions
how to sell to argumentative al
How To Sell To Argumentative Al

Practice self-control

Use merchandise knowledge

Sell benefits, features

Do not push a decision

Give logical explanations

Customer needs more information

complaining hard to please
COMPLAINING/HARD TO PLEASE
  • The customer
    • Thinks everything is wrong
    • No matter what the employee does it is wrong
    • Tries to get employee to take side against the company
    • Passes judgment on everything
how to please hard to please hazel
How To Please Hard To Please Hazel

Listen

Stress Product Knowledge

Let them feel they have made the decision

Don’t push the sale!

irritable moody
IRRITABLE/MOODY
  • The customer is
    • Irritable
    • Moody
    • Unpredictable
    • Smiling and happy one day but hardly speaking the next
tips to handle the irritable irma
Tips To Handle The Irritable Irma

Offer a place to rest if possible

Lower your voice

Slow one’s physical action

Do not argue

Practice empathy, consideration

Listen

insulting snobbish
INSULTING/SNOBBISH
  • These customers are typically:
    • Rude
    • Loud
    • Rough
    • May bluff and swear
    • Are always ready to take advantage of a situation
how to sell snobish sylvia
How To Sell Snobish Sylvia

Do not be offended by this customer

Quiet dignity is needed by a salesperson

Be very pleasant

Appeal to exclusiveness

Make them feel special

impatient
IMPATIENT
  • These customers:
    • Expect immediate service without regard
    • Indicate through actions, body language, and facial expressions that they cannot wait
how to deal with impatient ida
How to Deal with Impatient Ida

Acknowledge that they need help

Calm them down

Get another salesperson to help them

Suggest an alternative option

Bottom Line = Get them in and out quickly!

leave me alone just looking
LEAVE –ME – ALONE/JUST LOOKING
  • These customers usually
    • Let salespeople know right away they don’t need help
    • Prefer making their own decisions
    • May lack information which is needed to make buying decisions
how to deal with looking lucille
How to Deal With Looking Lucille

Do not preasure or ride this customer

Stand at a distance

Watch for shoplifting

Inform customer that you will be near if he/she needs help

domineering superior know it all customers
DOMINEERING/SUPERIOR KNOW IT ALL CUSTOMERS
  • These difficult customers can be:
    • Overbearing
    • Have all the answers and opinion on the subject
    • Overly self-confident
    • Very talkative
    • Pushy
    • Think that they are always right
know it all nancy
Know-it-all Nancy

Let customer do the talking

Will sell himself/herself if handled properly

Let customer’s opinion stand, if acceptable

Don’t argue with customer

cut the price thrifty customers
Cut-the-Price/Thrifty Customers

Focus is on saving money

Looking for the best deal

Want to feel they are getting a good deal

Some like to bargain

Often will try to find fault with product to get to lower price

cut the price carol
Cut-the-Price Carol

Explain store policy

Guarantee

Store Services

One price to all customers

Fair trade items

Be friendly and firm

suspicious
SUSPICIOUS
  • These customers:
    • Doubt everything
    • Look for tricks on your part by asking silly questions
    • Insecure
    • Want facts or proof to support what employee tells them
    • Hard to help but can become most loyal customer
slow methodical
SLOW/METHODICAL
  • These customers:
    • Are easy to handle but take lots of time
    • Silent customer
      • Shy, insecure
      • Reluctant to ask questions
    • Indecisive
      • Insecure
      • Make several visits
      • May lack knowledge
      • Changes mind often
dishonest
DISHONEST
  • These customers:
    • Hard to identify
    • Always trying to take advantage of employees
    • Do not pay for products
    • Purchase goods – use them – and return them
    • Switch or alter prices
    • Damage goods and then ask for discounts