This document provides tips for salespeople on understanding different types of customers and how to effectively handle sales interactions. It discusses the importance of active listening and not taking difficult customer behavior personally. Various customer types are outlined, such as talkative, angry, know-it-all, indecisive, and suspicious customers, along with strategies for addressing each type such as asking closed questions, proposing action plans, acknowledging their expertise, and establishing credibility. The document also advises salespeople on how to properly solve customer problems by listening without interruption, expressing sympathy, and following up to ensure satisfaction.

1. Sales Training
Understanding the Customer
-Neha Ghorad

2. CUSTOMER

3. Sales Revenue

4. ACTIVE LISTENING

5. Active
listening
Attend to
immediate
needs
Being
Available
Eye contact
Attentive
posture
Concentration
Mindfulness

6. Dealing with difficult behavior
Label the behavior, not the customer
Listen
Don’t get defensive
Don’t take it personally
Find out what the customer wants
Discuss alternatives
Take responsibilities for what you CAN do
Agree on Action (and then do it)

7. Types of Customer

8. The talkative customer
• Ask closed questions
• Limit the time available for them to interrupt
(don’t have long pauses)
• Provide minimal response
• Smile and be pleasant
(But don’t encourage them)
• Wind up – thank them for coming, walk them to door
(don’t be rude or dismissive)

9. The angry customer
• Listen carefully without interrupting
• (so you understand the problem)
• Empathise
• Stay calm and remain polite
• Don’t escalate the problem
• Don’t take it personally, blame others or be defensive
• Propose an action plan and follow it
• Seek support if you are scared,
(if you can’t agree on a solution or if the customer asks to see “whoever’s in
charge)

10. The know-it-all customer
• Acknowledge what they say
• Compliment them on their research
• Be generous with praise
• Don’t put them in their place no matter how tempting
• Don’t try to be smart – you cant win!
• Ask them questions
( use them to improve your knowledge)

11. The indecisive customer
• Find out what they really want
• Ask them for options
• Reflect
• Assume control gently
• Point out best course of action
• Be logical
• Confirm a plan of action with them
• Put in writing

12. The suspicious customer
• Establish your credibility
• Ensure you know the product or service
• They will try to catch you so don’t guess or tell them something you
are not sure of
• Be careful what you say
• Be polite
• Don’t take it personally, they dot trust anyone!

13. Solving Customer’s problem

14. When you listen to customer problem you
tend to solve the problem
• Customer service professionals
• Listen without interruption and full attention
• Behave(without aggression and without arguing)
• Don’t give excuses for problems
• Thank customer for drawing their attention to it
• Help in solving the problem
• Express sympathy and full understanding

15. Customer service problems
Ask necessary questions to get complete information and access situation
Find out what customer needs you to do for them
Explain first what you can do and then explain what you cannot do
Discuss in detail all opinions, then decide what needs to be done
Undertake immediate what was discussed
Check the result to make sure the customer is completely satisfie