2 ARGUMENTATIVE CUSTOMERS These customers are often insincere and quick-tempered.Dishonest customers intentionally attempt to avoid paying part or all of the price for a good or service.
3 DOMINEERING/SUPERIOR These customers are over confident. They feel they know more and are better than the average person.They feel they should be made to feel important and in charge.
4 SLOW/METHODICALThese customers are often hesitant to make buying decisions even when goods/services are wanted/needed. They require a lot of time to make a final buying decision. You'll find these customers frequently examine products several times on different occasions before deciding to buy.Disagreeable customers are unpleasant and hard to help.
5 SUSPICIOUSThese customers want facts and proof before making the final buying decision. They tend to question everything you tell them. This skepticism may be the result of bad experiences with other businesses.Suspicious customers will often be your customer for life if you can gain their confidence and trust.
6 HANDLING COMPLAINTSSalespeople handling complaints should take action based on their understanding of the complaint and the solutions possible within the business's policies. These policies should be explained to the customer.
7 HANDLING COMPLAINTSThe salesperson should not permit his/her OPINION of the customer to be a factor, whether the opinion is negative or positive.S/He should also not be influenced by the customer's attitude. The time required to solve the problem is not as important as finding a solution.
8 INVESTIGATING THE PROBLEM Once you fully understand a customer's complaint, you have to decide if the complaint is justified before you can resolve the situation. Investigating helps to determine how the situation can be handled within company policy.
9 INVESTIGATING THE PROBLEM Restating the complaint eliminates any misunderstandings. Taking action occurs after determining how the complaint can be handled.Asking a supervisor about a complaint would only be done in unusual circumstances.
10 BUSINESS RELATED COMPLAINTS Business-related complaints are often based upon the number and types of services offered or the business's policies. Example – restaurant’s policy of one check for a party of eight. The complaint should be with the restaurant and not the employee enforcing the policy.
11 ACCURATELY DETERMINING CUSTOMER’S NEEDS Customer complaints often occur when customers make improper buying decisions. Salespersons can help customers avoid dissatisfaction by accurately determining each customer's needs and suggesting appropriate products to meet those needs. Make sure they are satisfied before leaving
12 TELEPHONE ORDERSAccuracy in processing telephone orders is very important. Do not rely on your memory as you may forget the details. WRITE IT DOWN.The customer should NOT be asked to come in to place the order. Taking telephone information is NOT part of the manager's responsibility.
13 TELEPHONE ORDERSRead the order back to the customer. Reading the order back to the customer allows the customer to confirm that the order is correct. It also allows the order taker to make any necessary changes.
14 TELEPHONE ORDERSCustomers expect their telephone orders to be processed correctly and efficiently. Businesses whose employees regularly make mistakes while taking telephone orders might eventually lose customers who are dissatisfied with the poor service.
15 TELEPHONE ORDERSCustomers may take their business elsewhere, if their telephone orders are regularly processed incorrectly. Frequent mistakes lead to a loss of business.Businesses should take steps to remedy the problem of telephone order mistakes rather than stopping the service or computerizing the system.
16 TELEPHONE ORDERSOne of the 1st steps in processing an incoming telephone order usually involves obtaining the customer's name.Many businesses accepting telephone orders maintain computerized files. When a customer calls, an order processor obtains and types the name into the computer, and accesses additional information, such as the mailing address.
17 TELEPHONE ORDERSIf a business does not have a computerized file or the customer is new, the processor needs to obtain the customer's name in order to begin the paperwork. After order processors obtain a customer's name, they may describe each item being ordered, explain the pricing policy, and check for availability.
19 1-argumentative 2-domineering 3-insulting 4-dishonest 1. Customers who seem to disagree, question, or look for error in almost everything and everybody are __________ customers. 1-argumentative 2-domineering 3-insulting 4-dishonest
20 1. Customers who seem to disagree, question, or look for error in almost everything and everybody are __________ customers. 1-argumentative
21 1-disagreeable 2-domineering/superior 3-dishonest 4-slow/methodical 2. "I think I'll wait until Saturday to buy this DVD," is a statement that best characterizes the _______ customer. 1-disagreeable 2-domineering/superior 3-dishonest 4-slow/methodical
22 2. "I think I'll wait until Saturday to buy this DVD," is a statement that best characterizes the _______ customer. 4-slow/methodical
23 3. "I'd like to have that in writing before I give you my money," best describes the ________ customer. 1-dishonest 2-suspicious 3-disagreeable 4-slow/methodical
24 3. "I'd like to have that in writing before I give you my money," best describes the ________ customer. 2-suspicious
25 1-domineering/superior 2-disagreeable 3-slow/methodical 4-suspicious 4. Making the customer feel important and in charge is a good way to handle which type of difficult customer? 1-domineering/superior 2-disagreeable 3-slow/methodical 4-suspicious
26 1-domineering/superior 4. Making the customer feel important and in charge is a good way to handle which type of difficult customer? 1-domineering/superior
27 5. Action taken by the salesperson in handling customer complaints should be based on the 1-solutions available within the business'spolicies 2-customer's attitude toward thesalesperson 3-amount of time required to solve theproblem 4-salesperson's opinion of the customer
28 5. The action taken by the salesperson in handling customer complaints should be based on the 1-solutions available within the business's policies
29 6. What should you do to determine whether a customer's complaint is justified? 1-ask a supervisor 2-restate the complaint 3-take immediate action 4-investigate the problem
30 4-investigate the problem 6. What should you do to determine whether a customer's complaint is justified? 4-investigate the problem
31 7. Hostess received customer’s reservation pleasantly, but stated, “Restaurant will only provide 1 check for party of 8 or more. Customer was unhappy with restaurant’s: 1-prices 2-policy 3-product 4-personnel
32 7. Hostess received customer’s reservation pleasantly, but stated, “Restaurant will only provide 1 check for party of 8 or more. Customer was unhappy with restaurant’s: 2-policy
33 97. When a telephone customer’s order includes detailed information concerning the order, the salesperson1-refer the customer to the manager 2-remember what the customer issaying 3-write down the information 4-tell the customer to order in person
34 97. When a telephone customer’s order includes detailed information concerning the order, the salesperson3-write down the information
35 3-note the date and time of the order 4-rewrite the order 98. When taking an incoming telephone order, an effective way to make sure the order is correct is to:1-read the order back to the customer 2- place your initials on the order3-note the date and time of the order4-rewrite the order
36 98. When taking an incoming telephone order, an effective way to make sure the order is correct is to:1-read the order back to the customer
37 4-computerize the system 99. Businesses whose employees regularly make mistakes while taking telephone orders are likely to:1-stop the service 2-lose customers3-increase prices4-computerize the system
38 99. Businesses whose employees regularly make mistakes while taking telephone orders are likely to: 2-lose customers
39 4-checking for availability 100. What is often one of the first steps in processing an incoming telephone order:1-explaining pricing policy 2-obtaining customer’s name3-describing each item4-checking for availability
40 100. What is often one of the first steps in processing an incoming telephone order: 2-obtaining customer’s name
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