2.03 Resolve conflicts with/for customers to encourage repeat business 2.03A Handle Difficult Customers
Types of difficult customers 2.03-A <ul><li>Disagreeable </li></ul><ul><li>Domineering/superior </li></ul><ul><li>Suspicio...
Define the types of difficult customers <ul><li>Disagreeable:  customers who are unpleasant and hard to help </li></ul><ul...
Categories of Disagreeable Customers <ul><li>Argumentative:  customers who seem to look for problems </li></ul><ul><li>Imp...
Domineering/Superior Customer <ul><li>Barks orders the entire time </li></ul><ul><li>Thinks they already know everything a...
Ways Customers are Dishonest <ul><ul><li>Always trying to take advantage of employees </li></ul></ul><ul><ul><li>Do not pa...
Situations where customers become difficult <ul><li>Customers want something against company policies. </li></ul><ul><li>P...
Reasons for handling difficult customers <ul><li>Customers that have had an issue resolved efficiently and professionally ...
Handling Customer Complaints <ul><li>Complaints are a not necessarily a bad thing! </li></ul><ul><li>Complaints give the b...
General guidelines for handling difficult customers <ul><li>Argumentative:  Ask simple, polite questions </li></ul><ul><li...
Guidelines for Handling Other Types of Difficult Customers <ul><li>Domineering/Superior:  Let them have their say. </li></...
Procedures for Handling Difficult Customers <ul><li>Listen – completely and openly </li></ul><ul><li>Take the customer asi...
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Marketing Obj. 2.03 A Powerpoint

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Marketing Obj. 2.03 A Powerpoint

  1. 1. 2.03 Resolve conflicts with/for customers to encourage repeat business 2.03A Handle Difficult Customers
  2. 2. Types of difficult customers 2.03-A <ul><li>Disagreeable </li></ul><ul><li>Domineering/superior </li></ul><ul><li>Suspicious </li></ul><ul><li>Slow/Methodical </li></ul><ul><li>Dishonest </li></ul>
  3. 3. Define the types of difficult customers <ul><li>Disagreeable: customers who are unpleasant and hard to help </li></ul><ul><li>Domineering/superior : overly confident customers who feel they know more and are better than the average person. </li></ul><ul><li>Suspicious : customers who doubt or questions everything and may want facts and proof before being convinced something is true. </li></ul><ul><li>Slow/Methodical : customers who require a lot of time to make a purchase because of indecisiveness </li></ul><ul><li>Dishonest : customers who intentionally attempt to avoid paying part or all of the price for a product. </li></ul>
  4. 4. Categories of Disagreeable Customers <ul><li>Argumentative: customers who seem to look for problems </li></ul><ul><li>Impatient: customers who show verbally and nonverbally that they do not want to wait </li></ul><ul><li>Leave-me-alone: customers do not want any assistance or advice </li></ul><ul><li>Irritable/Moody </li></ul><ul><li>Insulting: customers that get frustrated and take it out on the salesperson </li></ul><ul><li>Complaining: customers think everything is wrong </li></ul>
  5. 5. Domineering/Superior Customer <ul><li>Barks orders the entire time </li></ul><ul><li>Thinks they already know everything about the products </li></ul><ul><li>Demands control of the sales process </li></ul>
  6. 6. Ways Customers are Dishonest <ul><ul><li>Always trying to take advantage of employees </li></ul></ul><ul><ul><li>Do not pay for products </li></ul></ul><ul><ul><li>Purchase goods – use them – and return them </li></ul></ul><ul><ul><li>Switch or alter prices </li></ul></ul><ul><ul><li>Damage goods and then ask for discounts </li></ul></ul>
  7. 7. Situations where customers become difficult <ul><li>Customers want something against company policies. </li></ul><ul><li>Problems with merchandise </li></ul><ul><ul><li>Broken or damaged </li></ul></ul><ul><ul><li>Lack of need-gift </li></ul></ul><ul><ul><li>Wrong size </li></ul></ul><ul><ul><li>Changed mind </li></ul></ul><ul><li>Problems with company </li></ul><ul><ul><li>Account errors-date entry errors </li></ul></ul><ul><ul><li>Rude treatment by an employee </li></ul></ul><ul><li>Illegal activity </li></ul>
  8. 8. Reasons for handling difficult customers <ul><li>Customers that have had an issue resolved efficiently and professionally are more loyal. </li></ul><ul><li>It is important to get a customer and never loose that customer via superior customer service; thus, building a strong clientele. </li></ul><ul><li>Customers are the bread and butter, even the difficult ones. </li></ul><ul><li>Word of mouth about handling situations well will spread. </li></ul><ul><li>It impacts the company’s image. </li></ul><ul><li>It can aid in the development of a competitive advantage. </li></ul><ul><li>All of the above contributes to profits. </li></ul>
  9. 9. Handling Customer Complaints <ul><li>Complaints are a not necessarily a bad thing! </li></ul><ul><li>Complaints give the business an opportunity to learn something that might improve service and stop the problem from reoccurring </li></ul><ul><li>Only 4-8% of customers share their concern ~non-complainers are a problem because the business never has a chance to address the issue </li></ul>
  10. 10. General guidelines for handling difficult customers <ul><li>Argumentative: Ask simple, polite questions </li></ul><ul><li>Impatient: Agree first on common points </li></ul><ul><li>Leave-me-alone: Be patient </li></ul><ul><li>Irritable/Moody: Be positive </li></ul><ul><li>Insulting: Be neutral </li></ul><ul><li>Complaining: Respect their thoughts </li></ul>
  11. 11. Guidelines for Handling Other Types of Difficult Customers <ul><li>Domineering/Superior: Let them have their say. </li></ul><ul><li>Suspicious: Explain and demonstrate good service. </li></ul><ul><li>Slow/Methodical: Be sure not to overwhelm them. </li></ul><ul><li>Dishonest: Don’t jump to quick conclusions. </li></ul>
  12. 12. Procedures for Handling Difficult Customers <ul><li>Listen – completely and openly </li></ul><ul><li>Take the customer aside – to ease tension </li></ul><ul><li>Restate – to show you understand </li></ul><ul><li>Get help – if needed, from a supervisor </li></ul><ul><li>Establish a plan – Agree on a plan of action and follow through </li></ul>

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