In commodity transactions, conflicts between salespersons and customers are inevitable. This may be because the salesperson has a bad attitude, or it may be because the customer is angry because the return was not achieved.

If this situation occurs in the store, the store salesperson must remember the wise saying "the customer is always right." The principle of properly handling conflicts with customers is to compromise without being rude.

1. Treat customer criticism correctly

Store salespersons must realize that customer criticism means that the store has weaknesses in business management. Therefore, customers’ criticisms must be viewed with good intentions. Only by actively facing criticism can the salesperson mature and the store be filled with customers.

On the basis of this "compromise" understanding, the salesperson should adopt a "compromise" posture and politely ask customers to criticize.

In the process of customers making criticisms, the salesperson should allow the customer to open up and "talk" without interrupting the customer midway, otherwise the customer will only become more impulsive.

After the customer has finished expressing his inner complaints, the salesperson will clarify his position. Everyone has the mentality of "catharsis". Only by spitting out the unhappiness in one's heart can one maintain psychological balance.

2. Sincerely apologize to the customer

If the customer asks the salesperson to explain, the salesperson should provide an explanation instead of simply justifying. Salespersons must understand that when they can proactively take responsibility for their faults in a timely manner, most reasonable customers will not hold on to them. Moreover, when prompted by the salesperson, the customer will reflect on himself and even apologize to the salesperson in turn.

For merchants, when the situation is out of control, it is most important to ask the salesperson to use an apology to restore the reputation of the store in a timely manner.

3． Propose ways to solve problems

Because when a conflict occurs, both parties to the conflict will regard the mediator as the embodiment of justice. Therefore, having a third party mediate to resolve conflicts will be more conducive to settling the matter.

No matter what the specific situation is, the person in charge of the store who plays the role of mediator must make his position very clear from the beginning. He must first show courtesy, respect and apology to the customer, and must accept the customer's "gaffe". A controlled and calm attitude.

Mediators must not be too serious, be polite and unforgiving, let alone pursue the faults of both parties to the dispute. Remember that everyone tends to lose their sense of objectivity, impartiality, and self-reflection when they are emotionally charged. The mediator is not a judge, trying to discern right from wrong. As long as the matter can be resolved and the store's reputation is not affected by the conflict, it doesn't matter if the merchant suffers some losses.

The only thing the mediator has to do at this time is to calm things down, make some suggestions to the customer, and divert the other party's thinking; or try to invite the customer to the lounge to talk; or decide on a customer who can A reasonable approach to acceptance. In short, make the customer calm down as soon as possible, and then solve the problem actively and sincerely.