Classification of difficult clients in establishing contact
Posted: Thu Jan 23, 2025 6:43 am
To create scenarios for establishing contacts with a client, you can use the following classification.
Buyer without need
There is a category of people who visit retail outlets not so much for shopping as for socializing. There is nothing wrong with such behavior, but businesses waste their resources on them. By being distracted by customers without needs, the seller pays less attention to those who really need his help.
There is no single rule for interaction overseas chinese in australia data with such clients. If you refuse to communicate with them, then when such buyers really have a need, they will go to more attentive competitors. It is important to try to reduce the time of useless communication. As soon as the seller begins to understand that the conversation is losing its business character, it should be tried to end and give the potential buyer the opportunity to decide for himself whether he will make a purchase.
A buyer who is familiar with the product
The next category includes customers who want to test the professionalism of the seller and show off their knowledge. In this case, the manager should be tactful and confirm that the buyer is well informed about the product.
Classification of difficult clients
Conflict buyer
We are talking about a client who has made a purchase but expresses his dissatisfaction. This may be due to the fact that the product did not fit the parameters or the buyer's opinion has changed. If the client came to swear, the seller should smooth things over, listen to him and try to solve the problem. It does not matter whether the sales specialist will resolve the situation on his own or involve other employees.
Client-manipulator
People of this type are somewhat similar to conflict people, as they also make claims, get indignant and cause scandals. Their difference is that they speak out not because they bought something they didn’t want, but because they are trying to benefit from the current situation. For example, a manipulator may demand a discount from a seller.
It is important to be able to recognize buyers of this category. At the same time, the seller should remain calm. It is necessary to let the manipulator speak out and behave neutrally, without objecting, but also not agreeing with the client. Then tell him that you will try to understand the situation, and if the claims are confirmed, the company will return the money or replace the goods.
Client-manipulator
An emotionally charged client wants to speak out, and there is no need to interfere with him. The seller should, while listening to the manipulator, note and remember all the important points. Then it is necessary to ask the client several leading questions. In this way, you can demonstrate that you listened attentively to the manipulator and win his favor. By answering the seller's questions, the conflicting client will calm down. As a result, it becomes possible to transfer the conversation to a dialogue on equal terms and neutralize the conflict.
When establishing contacts with clients, the attitude of the seller plays an important role. You cannot try to put the buyer in his place. Regardless of their emotional state, the client and the seller should not take a hostile position towards each other.
The conversation should proceed according to the rules of business communication. Any negativity should be neutralized to ensure the productive nature of communication.
When talking to a conflicting buyer, you cannot allow categorical judgments. For example, do not try to convince the client that your product is the best and its price is the most attractive. Operate with facts and create conditions under which the person will make the right conclusion himself.
Buyer without need
There is a category of people who visit retail outlets not so much for shopping as for socializing. There is nothing wrong with such behavior, but businesses waste their resources on them. By being distracted by customers without needs, the seller pays less attention to those who really need his help.
There is no single rule for interaction overseas chinese in australia data with such clients. If you refuse to communicate with them, then when such buyers really have a need, they will go to more attentive competitors. It is important to try to reduce the time of useless communication. As soon as the seller begins to understand that the conversation is losing its business character, it should be tried to end and give the potential buyer the opportunity to decide for himself whether he will make a purchase.
A buyer who is familiar with the product
The next category includes customers who want to test the professionalism of the seller and show off their knowledge. In this case, the manager should be tactful and confirm that the buyer is well informed about the product.
Classification of difficult clients
Conflict buyer
We are talking about a client who has made a purchase but expresses his dissatisfaction. This may be due to the fact that the product did not fit the parameters or the buyer's opinion has changed. If the client came to swear, the seller should smooth things over, listen to him and try to solve the problem. It does not matter whether the sales specialist will resolve the situation on his own or involve other employees.
Client-manipulator
People of this type are somewhat similar to conflict people, as they also make claims, get indignant and cause scandals. Their difference is that they speak out not because they bought something they didn’t want, but because they are trying to benefit from the current situation. For example, a manipulator may demand a discount from a seller.
It is important to be able to recognize buyers of this category. At the same time, the seller should remain calm. It is necessary to let the manipulator speak out and behave neutrally, without objecting, but also not agreeing with the client. Then tell him that you will try to understand the situation, and if the claims are confirmed, the company will return the money or replace the goods.
Client-manipulator
An emotionally charged client wants to speak out, and there is no need to interfere with him. The seller should, while listening to the manipulator, note and remember all the important points. Then it is necessary to ask the client several leading questions. In this way, you can demonstrate that you listened attentively to the manipulator and win his favor. By answering the seller's questions, the conflicting client will calm down. As a result, it becomes possible to transfer the conversation to a dialogue on equal terms and neutralize the conflict.
When establishing contacts with clients, the attitude of the seller plays an important role. You cannot try to put the buyer in his place. Regardless of their emotional state, the client and the seller should not take a hostile position towards each other.
The conversation should proceed according to the rules of business communication. Any negativity should be neutralized to ensure the productive nature of communication.
When talking to a conflicting buyer, you cannot allow categorical judgments. For example, do not try to convince the client that your product is the best and its price is the most attractive. Operate with facts and create conditions under which the person will make the right conclusion himself.