Communication with problematic and difficult clients
Posted: Sun Dec 22, 2024 6:56 am
Problem customers, as strange as it may sound, help to quickly correct all the negative aspects in the organization's work, because they immediately pay attention to it. When working with such clients, you need to take into account all their comments, try to neutralize the pressure on you from their side and transfer them to the group of loyal users. Such people have the following qualities:
Aggressiveness and rudeness
You can communicate with a client in russian business email list different ways, but it is important not to become like him if he behaves inappropriately. You must always control yourself and respond in a friendly manner to rudeness or inappropriate gestures.
The person needs to be allowed to let off steam, and then he will begin to calm down. At this point, he needs to be made to understand that you are ready to solve his problem. It is important not to interrupt him and listen to the end to understand what the grievance is about. At the same time, you need to turn off your emotions and just listen, without paying attention to the client's communication style.
If there are other people present during the conflict, then you need to try to take the buyer to another place, to a separate office, as quickly as possible, in order to communicate with him alone, and not in front of everyone.
Shyness and softness
There are people who are timid by nature and find it difficult to start a conversation because of shyness or fear of distracting the manager from his work. You need to communicate with such clients as delicately as possible, smile, do not put pressure on them, encourage them to make a purchase. Such customers need to be guided, helped with their choice, supported. At the same time, you need to maintain a sense of proportion, be tactful and not impose the goods.
Indecision
It is necessary to distinguish between the concepts of "uncertainty" and "softness". As a rule, indecisive people are afraid of mistakes, so it is difficult for them to make a choice and make a purchase. They constantly seek advice, are always in doubt and clarify something.
When talking to such clients, you need to narrow the range of choices and not offer 5 or 6 options at a time. First, it is better to offer them two alternatives, and if none of them are suitable, then show two more. This makes it easier for an indecisive buyer to make a choice, otherwise the whole process can take a week or more.
This type of client does not accept pressure and haste in communication, they do not need to show that you are burdened by a long conversation. Try to encourage the interlocutor so that he is confirmed in his desire to buy the product. The conversation should be built in such a way that all the client's doubts go away, and he is ready to complete the deal.
Usually, not only a presentation is used to motivate such people, but also special techniques and additional methods. For example, you can make it clear that the product is available in limited quantities or that a price increase is expected. This way, the buyer will understand that it is not profitable for him to doubt and think for a long time.
Familiarity
Some visitors know the ways of communication no worse than sellers and are very good at managing the conversation in their interests. Usually they are too friendly with the manager, trying to please him in order to get some privileges or a personal discount.
Aggressiveness and rudeness
You can communicate with a client in russian business email list different ways, but it is important not to become like him if he behaves inappropriately. You must always control yourself and respond in a friendly manner to rudeness or inappropriate gestures.
The person needs to be allowed to let off steam, and then he will begin to calm down. At this point, he needs to be made to understand that you are ready to solve his problem. It is important not to interrupt him and listen to the end to understand what the grievance is about. At the same time, you need to turn off your emotions and just listen, without paying attention to the client's communication style.
If there are other people present during the conflict, then you need to try to take the buyer to another place, to a separate office, as quickly as possible, in order to communicate with him alone, and not in front of everyone.
Shyness and softness
There are people who are timid by nature and find it difficult to start a conversation because of shyness or fear of distracting the manager from his work. You need to communicate with such clients as delicately as possible, smile, do not put pressure on them, encourage them to make a purchase. Such customers need to be guided, helped with their choice, supported. At the same time, you need to maintain a sense of proportion, be tactful and not impose the goods.
Indecision
It is necessary to distinguish between the concepts of "uncertainty" and "softness". As a rule, indecisive people are afraid of mistakes, so it is difficult for them to make a choice and make a purchase. They constantly seek advice, are always in doubt and clarify something.
When talking to such clients, you need to narrow the range of choices and not offer 5 or 6 options at a time. First, it is better to offer them two alternatives, and if none of them are suitable, then show two more. This makes it easier for an indecisive buyer to make a choice, otherwise the whole process can take a week or more.
This type of client does not accept pressure and haste in communication, they do not need to show that you are burdened by a long conversation. Try to encourage the interlocutor so that he is confirmed in his desire to buy the product. The conversation should be built in such a way that all the client's doubts go away, and he is ready to complete the deal.
Usually, not only a presentation is used to motivate such people, but also special techniques and additional methods. For example, you can make it clear that the product is available in limited quantities or that a price increase is expected. This way, the buyer will understand that it is not profitable for him to doubt and think for a long time.
Familiarity
Some visitors know the ways of communication no worse than sellers and are very good at managing the conversation in their interests. Usually they are too friendly with the manager, trying to please him in order to get some privileges or a personal discount.