A grumpy client
How to deal with grumpy customers Salespeople will come into contact with customers with different personalities in the process of sales. Of course, some customers are impatient and irritable. In the process of talking with the salesman or after-sales, they all want to solve the problem quickly and have a hot temper. If they have some dissatisfaction or opinions, they will criticize, even show impatience, uncooperative, and even make trouble without reason. In short, the whole sales atmosphere is very tense and the sales staff are at a loss. After all, grumpy people are not easy to get along with, and some salesmen will find it difficult to handle the relationship with such customers.
However, if a salesperson has high communication skills, is good at easing the tense dialogue situation, and knows how to choose an appropriate way to calm the anger of customers, I believe that even if he meets a bad-tempered customer, he can cope with it.
Deal with grumpy customers. Adjust your mood and stay calm.
If the customer is in a bad mood and says something targeted or provocative, our mood will also be affected. However, if tit for tat, it is not only bad for sales, but may even offend customers and affect the image of themselves and even the whole company. So at this time, we should keep calm, don't worry, and keep a normal heart, so as to win the recognition of customers.
Deal with grumpy customers. Maintain consistent patience and stabilize customers.
In the face of a grumpy customer, the most taboo is to confront the customer, have a verbal collision with him, and speak ill of the customer in order to make a quick decision, because this will only make you lose business. Moreover, the attitude of a salesman not only reflects the personal quality and accomplishment, but also represents the image of the product and the company.
Patience is the best expression of salesman's quality. Salespeople should always remember that selling products is the ultimate goal, and whether the goal is achieved depends on the customer's mood. Only by maintaining a consistent good attitude can we stabilize our customers. Plato said: Patience is the foundation of all wisdom. ? In sales, patience is more important. Salespeople who know how to be patient at all times in the sales process can often get better sales performance. Because consistent patience can touch every customer's heart.
When customers are impatient for some reason, as salespeople, they should never lose their temper or even show impatience, but need to show a good attitude and patiently solve the problems encountered by customers. Don't always attribute the problem to the customer. Even if the customer's practice is not good, as a salesperson, you should maintain a good personal quality and impress the customer with consistent patience.
Dealing with grumpy customers. Take the initiative to apologize and calm the anger of customers.
There is a famous saying:? It takes a lot of courage to admit your mistake on the spot, and making a good impression is better than a thousand reasons. ? Apologizing is the most effective and quickest way to solve problems and contradictions between two people.
Known as Japan? God of sales? Yuan Zeng, an insurance salesman, said: Only by looking at yourself naked and thoroughly reflecting without reservation can you know yourself. ? In the sales field? The customer is God? There are no demanding customers, only imperfect service. Any salesperson who wants to improve his sales performance needs to find reasons from himself. But some salespeople will think: Why should I apologize when it is clearly the customer's fault? It's not fair. However, as a salesman, his duty is to sell goods to customers, and if you want to sell goods to customers, you must first sell yourself. If he can't give a good personal impression to customers, how can he sell products?
Therefore, when a customer has an argument with you or loses his temper with you, no matter whether it is misunderstood by the customer or your introduction is not thoughtful, no matter whose responsibility it is, as a salesperson, you should apologize to the customer first, which can not only calm the customer's anger quickly, but also help to establish a long-term good relationship with the customer.
How to deal with customers with different personalities? 1. Temporary customers
This kind of customers are more leisurely, and 70 of the 100 customers who enter the store are tourists. This kind of customers are not fully prepared for shopping at first, for the purpose of recreation. At this time, the shopping guide should know that such customers are not fully prepared for shopping, so they should believe in introducing the price of goods. Customers should be allowed to buy at will, which is easy to generate sales. These customers have time to go shopping. When they buy goods from one store, go to another store and find that the price of this store is lower, customers will come back and ask for a refund.
Therefore, when introducing products to such customers, the price must be low. Excellent quality is the best.
2. Excited customers
Consumers' mood changes dramatically during the shopping process. Rich facial expressions, if you wait for shopping or ignore the words and deeds of the shopping guide, you will have a fierce irritability and even a fierce reaction.
They are careless and easy to lose property. Shopping guides should communicate actively, but don't argue with them and remind them not to forget their belongings.
They like to buy exotic goods, and once they are attracted by a certain feature of the goods, they often make a decisive decision to buy them. No, I spent too much time thinking. And often regret it afterwards. To receive such customers, the shopping guide should have a keen eye. Respond in time, supplemented by soft language and eyes, so that customers' shopping mood can reach the best state.
3. impatient customers
Generally speaking, when dealing with impatient customers, we should pay attention to speaking slowly, but not slowly, because customers are impatient, otherwise it will easily lead to customer turnover. Impatient customers have a clear shopping purpose and often have a short trading time. Generally speaking, the turnover rate is around 20%
4. Active customers
This kind of customers' buying behavior is sensitive to external stimuli such as advertisements and shopping guides, and they have strong ability to accept and adapt to people around the shopping environment, but their emotions are also easy to fluctuate, and they often change their views with the changes of the environment. They are usually very expressive. Rich in expression, sociable, willing to take the initiative to contact with shopping guides, actively ask questions and seek advice. Sometimes, they will seek the opinions of other consumers present and be active. Therefore, it is easier to influence such consumption. In the process of receiving such customers, be their consultant.
For this kind of customers. Their extroverted shopping guides should take the initiative to talk to them. We should provide them with more new information. But let them make their own choices. When encountering problems, we should try our best to meet their requirements.
Verb (abbreviation for verb) quiet customer
This kind of customers are emotionally stable during the shopping process, and their psychological state is rarely expressed through expressions. They are good at controlling themselves, have strong self-confidence and are not easily influenced by advertisements, others or the outside world.
I like to make a purchase decision through my own observation, which will produce a continuous purchase action for the products and brands I like to be familiar with. Shopping guides should avoid excessive language and enthusiasm when receiving such customers, so as not to cause consumers' resentment.
This kind of customer likes to be quiet and won't listen to other people's opinions. They are cautious and slow to make a decision. When dealing with such customers, be patient and meticulous, don't talk to them too much or show intimate enthusiasm, and take good care of the service? Degree?
6. Silent customers
This kind of customers can easily see the service level and sales level of the shopping guide. Some shopping guide languages are organized too frequently. If you ask too many questions, you will get tired of silent customers. When dealing with silent customers, the shopping guide should use the method of segment instead of person to say hello, instead of tracking the service. For such customers, if the shopping guide definitely lets them talk, the transaction rate is higher.
Seven. Sensitive customers
This kind of customer's mood changes slowly in the process of consumption, and it is profound to observe the goods carefully. They often find the subtleties of goods, are cautious when buying, are unwilling to communicate with others, are slow in decision-making, are suspicious, that is, they don't trust their own judgment, are wary of the sales promotion of shopping guides, and even doubt whether they will be cheated after buying. They are too picky about goods and services if they are not satisfied with the goods. Nu is even prone to disputes with service personnel.
When receiving such consumers, shopping guides should be cautious, observe carefully, guide appropriately, dispel their unnecessary concerns, and the service language should be clear and clear. Talk to them properly, be enthusiastic when they need services, and let them shop in a pleasant and relaxed atmosphere.
8. introverted customers
Generally speaking, introverted customers don't shop alone. Their typical feature is that they can't make up their minds Whatever. When such words appear. Then the focus of sales should immediately shift to the person who accompanied her shopping.
9. Indecisive customers
This kind of customers is large and difficult, especially for female customers. We can use the shopping malls with our peers and other customers to improve the transaction rate. There are many such aspects, so the shopping guide for this part of customers should strengthen the service.
X. authoritative customers
This kind of customers are generally rich. She pays more attention to service and doesn't care much about the price of goods. Shopping guide should pay attention to the language and service quality, and strongly recommend the goods with higher prices in the store, because authoritative customers will have a high turnover rate as long as they think the service of shopping guide is satisfactory. Moreover, her transaction amount and number will be large, and the return rate of such customers is almost zero.
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