TYPES OF DIFFICULT CUSTOMERS

1. TYPES OF DIFFICULT CUSTOMERS Sales and Advertising

2. ARGUMENTATIVE • The customer • Questions • Disagrees • Take issues which an employee makes • Always looking for errors or mistakes • Quick tempered • Typically slow in making decisions

3. 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

4. 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

5. How To Please Hard To Please Hazel Listen Stress Product Knowledge Let them feel they have made the decision Don’t push the sale!

6. IRRITABLE/MOODY • The customer is • Irritable • Moody • Unpredictable • Smiling and happy one day but hardly speaking the next

7. 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

8. INSULTING/SNOBBISH • These customers are typically: • Rude • Loud • Rough • May bluff and swear • Are always ready to take advantage of a situation

9. 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

10. IMPATIENT • These customers: • Expect immediate service without regard • Indicate through actions, body language, and facial expressions that they cannot wait

11. 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!

12. 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

13. 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

14. 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

15. 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

16. 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

17. Cut-the-Price Carol Explain store policy Guarantee Store Services One price to all customers Fair trade items Be friendly and firm

18. 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

19. 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

20. 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