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Handling difficult customers

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H A N D L I N G Objections, Complaints and Awkward Customers I. Handling Objections Objections happen for one of the following reasons: Misunderstanding Concerns Smoke Screen The Reasons…
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  1. H A N D L I N G Objections, Complaints and Awkward Customers
  2. I. Handling Objections
    • Objections happen for one of the following reasons:
      • Misunderstanding
      • Concerns
      • Smoke Screen
  3. The Reasons
    • MISUNDERSTANDING
      • The customer doesn’t understand the facts or didn’t hear a benefit already mentioned.
    • CONCERNS
      • The customer doesn’t see the benefits of your proposal or believes something is needed that your recommendation doesn’t offer.
    • SMOKE SCREEN
      • The customer may be using the objection as a bargaining ploy or may have decided not to buy, but does not want to tell you.
  4. WAYS OF OBJECTIONS
    • VERBAL
      • It ‘s too expensive
      • Delivery at that date means we will have to hold up production
      • That ‘s not consistent with our plans
    • NONVERBAL
      • Returns Brochures you have shown
      • Shakes head no, pushes chair back from table
      • Lack of attention or concentration
      • Silence
  5. T I P S
    • If customers doesn’t object, there is no need for the efforts of the salesmen.
    • Objections doesn’t necessarily mean loosing the current situation.
    • You should never allow an objection to lead to an argument.
    • You should stop defending yourself againest the objection and should turn it to a positive pitch with your own product.
  6. STEPS OF HANDLING AN OBJECTION
    • Paraphrase to show understanding.
    • Refine vague objections to something specific, something you can handle it.
    • Press for specifics to clarify the concern.
    • Respond with appropriate facts and/or benefits
      • You should always be prepared for objections by:
          • Product knowledge
          • Knowing his competitors and their products
          • Knowing his customer’s needs
  7. II. HANDLING COMPLAINTS
    • Complaints are common to very business.
    • People make mistakes, suppliers and customers alike can be wrong.
    • It is certain from time to time complaints will be made.
    • What is less certain is how they will be dealt with.
    • How complaints are dealt with mark out the well run organization from the rest, it also sorts out the professionals from the amateur s.
  8. The Six Stages to Handle Complaints
    • Listen
    • Sympathize
    • Don’t Justify
    • Ask Questions
    • Agree a course of Action
    • Check the Course of Action
  9. The Six Stages to Handle Complaints
    • Listen
      • Some people face complaints by not listening.
      • They just don’t want to get involved and they think deafness is the way out.
      • This is the worst situation which turns a minor incident or fault to a major tragedy.
      • So, listening is very important, getting the details right first time is vital.
      • Listening will help to diffuse the persons temper and give them the impression that you are going to resolve the issue.
  10. The Six Stages to Handle Complaints
    • Sympathize
      • The cause of the complaint has properly given the complainer a considerable amount of personal grief already.
      • So, you are dealing with someone in an emotional state.
      • Therefore it is essential that the first words the customer hears are words of sympathy.
      • Your expression of sympathy needs to be limited.
  11. The Six Stages to Handle Complaints
    • Don’t Justify
      • A complaining customer is not looking for the reason behind the mistake.
      • So, don’t justify by telling excuses. Saying; “This happened because …” will make him more angry.
      • Just stick to the facts.
      • Keep off what happened in the past and focus on what is going to happen now.
    • You listened to the client, allowed him to let off steam.
    • You got the details down correctly and sympathized with the inconvenience.
    • You avoided the justification rap.
      • Now you have started to put the customer in a frame of mind to seek a solution.
        • Your next stage is to ask questions
    The Six Stages to Handle Complaints Now
  13. The Six Stages to Handle Complaints
    • Ask Questions
      • This will give you more detailed information about the specific complaint.
      • This will allow you to see a way through to a possible solution to the problem.
      • Open ended questions are your tool in this stage.
  14. The Six Stages to Handle Complaints
    • Agree a course of Action
      • Anyone who complains wants an answer.
      • You have to find a solution which is satisfactory as far as the customer concerned and also satisfies your company work rules and policies.
      • From both points of view a satisfactory course of action has to be agreed upon.
      • It should includes what is going to happen and by when.
  15. The Six Stages to Handle Complaints
    • Check the Course of Action is carried out
      • It is vital from yor point of view that if you agreed with the customer that something would happen by a certain date and time.
      • You have to check that it has happened.
  16. III. THE AWKWARD SQUAD
    • The Angry Customer
      • He can turn an unpleasant little incident to an unpleasant big incident.
          • Stay cool
          • Apologize for the specific inconvenience only
          • Take an immediate action to put it right
          • Tell the customer the action you are taking
          • Keep the conversation off the past and guide it towards the future.
  17. III. THE AWKWARD SQUAD
    • The Talkative Customer
      • They are talking too much in irrelevant matters (most properly old people).
          • Don’t show you are board
          • Don’t interrupt
          • Use every conversational gap to guide the conversation back to business.
  18. III. THE AWKWARD SQUAD
    • The Rude Customer
      • He is rude by nature, he is rude to everyone and not just to you.
          • Ignore his rudeness
          • Remain detached
          • Keep a professional distance
          • Stay cool
          • Keep Smiling
          • Avoid a sarcastic tone or manner.
  19. III. THE AWKWARD SQUAD
    • The Superior Customer
      • He loves displaying his superiority and making other people feel small.
          • Don’t assume that he or she has more knowledge than you
          • Don’ ask his/her judgment
          • Wit praise and complements you will be able to lead her/him to many buying decisions.
  20. III. THE AWKWARD SQUAD
    • The Silent Customer
      • He don’t want to be bothered by sales people or other customer contact staff
          • You need to ask questions associated with the merchandise he is looking at.
          • If he insist to stay silent, don’t annoy him, leave him alone (while keeping your eyes on him).
  21. III. THE AWKWARD SQUAD
    • The Suspicious Customer
      • He checks and double-checks everything because he wants to test your authority and reliability, your organization, your products, services and of course, you.
          • Patience is the key to handle this type of customers
          • The other key is knowledge
          • Don’t claim that you have knowledge which you don’t have … you can't fool people too much.
  22. Handling difficult customers is like removing obstacles that block the customer path to be a committed “long-term” loyal customer.

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