How to deal with Customer ?| Customer Perception | Customer Environment |Retail Wrong Words

Types of Customers:

·       Loyal Customers 

·       Discount Customers 

·       Impulse Customers 

·       Need-Based Customers 

·       Wandering Customers

·       Confused Customers

·       Independent Customers 

Dealing with Difficult Behavior:

·      Talkative Customers:

Ask close-ended questions. Smile and be pleasant.

·      Angry Customers:

Listen carefully and understand the problem. Stay calm and be polite. Don’t get defensive and blame others.

·      The “know it all” Customer:

 Always acknowledge them and compliment them on their knowledge. Don’t try to be over smart.

·      Indecisive Customer:

Find out what they really want and ask them for options. Gain their trust and confidence.

·       Suspicious Customer:

You should have full knowledge of their products. Be polite and choose your words carefully. Don’t take it personally.  

How to Communicate with Unsatisfied Customer?

·      Listen: 

listen attentively to his/her complaint. Be patient, attentive and friendly.

·       Express you are Sorry: 

“We are sorry for this inconvenience.”

·      Do not Argue: 

This will only worsen the situation. Let the customer speak before you try to discuss with him what has happened.

·       Don’t lose your Self-Control: 

If you stay relaxed customer will calm down.

·       Point out Facts:

Listen to everything and write everything down.

·       Admit the Problem:

Suggest a solution if you can. Discuss with the customer what actions you will take and what actions to follow. Don’t promise something that you cannot fulfill.

Customer’s Perception:

·       Keep in mind that people will not respond in the same way.

·       Keep in mind that every individual has different and very individual needs.

·       Ensure that the salesperson respond in a positive way towards every different personality they encounter.

·       Be aware that when the salesperson is rude to the customer, they are ignoring and discouraging the value of their job.

·       Remind themselves that every customer will be encouraged to remain a customer of the business through the excellence of the service offered.

The Customer Environment:

The customer environment is an important element in customer service. This is where every customer:

•    Should feel special
•    Should feel respected
•   Should never feel neglected
•    Every customer should be treated equally
•  Expects the salesperson to perform in a professional and ethical manner

Words to avoid using with Customers:

Sloppy:

    ·       “Hold on.” or “Hang on.”

·       “What's your problem?”

·        “Just a sec”

·        “Here's what I'm gonna do…”

·       “Pull you up” (on my screen)

Non-committed:

          ·       “I can't do that.” or “We can't do that.”

·       “He's very busy now.”

·       “That's not my department. You'll have to speak with someone else.”

·       “I don't know.”

·       “We'll have to call you back.”

Authoritative:

         ·       “You have to…/You should have…”

·       “That's against company policy.”

·       “Calm down.”

·       “Like I said…”

·       “If you had read your manual...”

Wrong Words and Phrases:
  ·       What makes the following phrases tragic? The speakers' implied messages shown in the right column are good clues.

·       “As soon as possible”                     

   “When I get around to it.”

·       “I'll try.”                                           

   “Not sure I can do it.”

·       “The truth is…”                                 

 “I probably shouldn't tell you this.”                                   

·       “To be honest...”                           

“Who really knows?”                 

                ·       “Hopefully…”