Ensure all supervisors and staff knows what to do

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Ensure all supervisors and staff knows what to do. CUSTOMER TYPES AND ADDITIONAL ADVICES ON HOW TO HANDLE EACH ONE OF THEM 1. THE NEGOTIATOR Doesn’t matter if calm and quiet, or confident and loud – negotiators always want to bargain. If you’re dealing with them, know that a common objection is to bargain your price based on a cheaper competitors offer. But most of the time they want to bargain as a matter of principle. How to Deal with a Negotiator: If you have room for negotiation, go on as long as you don’t harm your selling principles. Sometimes negotiators will get unpleasant and keep asking for more until they are certain they will not get more. The negotiator seeks to beat you down, no matter how good the deal is. Don’t get lured into any discussion and argue calmly and professionally. Stay confident and point out the good quality and performance of the product. Make it clear if you don’t want to bargain and move to a close. 2. THE WELL-INFORMED
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The well-informed are confident. They will walk directly towards you, giving you a firm handshake. Although they already seem to know everything, they expect professional advice from you. Often their decision to purchase is based on how the product reflects their social status. How to Deal With the Well-Informed: It can get quite exhausting dealing with a know-it-all. But, power comes from inner peace. Even if they already seem to have formed an opinion, provide them with precise information. Acknowledging their competence will comfort them. If their idea is false try not to lecture them as this will make them uncomfortable and perhaps even angry. Small talk might not be appropriate in this context. Instead suggest products without trying to persuade them in their final purchasing decision. 3. THE ANNOYED ONE Every once in a while you have to deal with customers who complain about almost everything. Whether it’s the high price, the bad quality or the unfriendly seller- there’s nothing really you can do to please the customer. They’re just always irritated. How to Deal With the Annoyed Ones: A way to handle these types of customers is to impress them with expertise. Also you’re able to ease the customer’s mind with the right balance between problem solution, approval, politeness and courteous treatment. When getting the feeling of being listened and responded to, you’re eventually able to convince them. They might even flash a smile! 4. THE SUSPICIOUS ONE Suspicious customers will not hide their mistrust of products and advertising. They’re one thing above all: critical. They will gladly let you explain everything and surprise you with a strong opinion and knowledge. How to Deal with the Suspicious One: Don’t interrupt them, make them feel that they are taken seriously. You need to seek confidence and show them that they are in best hands. Assure to provide reliable information and convince them with great expertise. Everything else will make them even more skeptical. By finding the source of mistrust in a particular product (e.g. supposedly high electricity consumption), you can invalidate
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  • Spring '16
  • COLLINS CASHMIR
  • Economics, supervisor., Institute of Customer Service

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