How to respond when micro-business offends customers

When we inadvertently offend a customer or have a disagreement with a customer, different customers will behave in different ways. They will either vent their complaints or be conservative and stubborn. Therefore, facing such a situation naturally requires different coping skills.

The first type: Venting type

When doing sales, it is inevitable that customers will vent their dissatisfaction on us, perhaps because of mistakes in our sales or misunderstandings in communication. For this kind of customers, avoidance is not the best way, only the courage to greet them with a smile is the brave one. So, what coping techniques should be used for venting clients?

　❖1. Do not prevent customers from venting their dissatisfaction.

When a client vents out of anger, it is best not to prevent him from venting. You can let him vent as much as he wants.

　 ❖2. Learn to tolerate customers’ venting.

As the saying goes: "After a hundred forbearance, there is business." In one communication, you listen to the customer's vent, and in two communications, you still let it vent. But the third and fourth times are different. It won't take long for the customer to be conquered by you.

　 ❖3. Know how to remain silent.

When a customer with dissatisfaction and problems vents, if you try to prevent the customer from expressing his feelings, not only will it not work, but it will make him angry. The best thing to do is to remain silent and keep your mouth shut. When he vents, you should keep nodding, saying "um, ah" from time to time, and maintaining patient communication.

The second type: Conservative type

The conservative type of customers are very concerned about face. No matter whether what they say is reasonable or not, they are unwilling to give in. Especially when we sellers want to further explain to the customers, we often Seems more stubborn. So, how to liberate your conservative customers? Here are a few simple coping skills:

　❖1. Try to get conservative customers to say "yes".

Because conservative customers will not simply accept other people’s opinions, when persuading them, sellers should slowly start with things that have little to do with the topic of persuasion, and cater to the other party with a peaceful attitude. Make it a "yes" from the get-go. Try not to let the client say the word "no", lest he insist on a wrong view out of dignity.

　 ❖2. Be able to convince people with reason.

Conservative customers often have biases. If you are able to convince people with reason, analyze clearly the other side that the prejudiced people do not realize, and express it clearly and logically, it will not be difficult to achieve the purpose of persuading such customers.

　 ❖3. Don’t try to convince customers immediately.

When you meet a conservative customer, don’t try to convince him immediately. Because the more you try to convince him right away, the more conservative and stubborn he becomes. At this time, you must first remember to accept what the customer says as much as possible, listen to his reasons, and express your agreement at the appropriate time. In this way, the customer will think that his views have been accepted by the other party, and he will naturally feel satisfied after he is satisfied. Generate the idea of listening to the other person’s opinion.

Generally speaking, no matter what type of customer you are, when you encounter a tit-for-tat confrontation with a customer, as a salesperson you should proactively give the customer space to express his emotions or opinions first, so that we Only then will there be an opportunity to further communicate with customers. Otherwise, it's all just talk.

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