CUSTOMER SERVICE TIPS FOR CONSUMER PROMOTIONS

10 TYPES OF CUSTOMERS1. THE PROUD RELATIVE: They are always talking about their niece, son, etc., who does such fabulous work.

2. HEALTH CONSCIOUS ADULTS: they are very concerned about the health implications of the product. 3. CONCERNED PARENTS: They ask lots of questions about nutritional value and side effects of product on children.

4. BRAGGERS: They brag endlessly about another everything.

5. DISGUISED CUSTOMERS: They know about what you are doing and usually have more information than you do. They may be an employee of the company but will want to test your abilities.

6. IMPULSE BUYERS: They make purchases for unplanned budgets. Once you convince them well, they could buy without thinking twice.

7. SOCIALIZERS: They are very open people and are always willing to make friends and crack jokes while in you stand. Some go as far as sharing personal information and even asking for your opinion.

8.  BORED CUSTOMERS:  This type is usual not in a good mood when coming to your stand. They are either dissatisfied from home or have a bad experience with your kind of activity.

9. ADVENTUROUS CUSTOMERS: This type always wants to try something new. He might have a similar product but wouldn’t mind having variety or trying a different brand. They could either be planned or impulse.

10. THE STUBBORN CUSTOMERS: They are arrogant, irritating, harsh, and unprofessional. They could ask a thousand questions and yet not buy. They want a particular souvenir regardless the item purchased. They always make you feel uncomfortable.

10 TYPES OF CUSTOMERS

8 RULES TO DIFFICULT CUSTOMERS Listen. Whatever the problem or complaint, it is important to your

customer. Give them your full attention and allow them a reasonable time to explain their frustration.

Acknowledge. Whether you agree or not, tell them that you hear what they are saying. Active listening involves voicing their concerns back to them, letting them know “I understand how you feel”. Then calmly explain how you can either resolve their issue or seek more information from them.

Don’t take it personally.  When a customer becomes difficult, they are venting their emotions.  It’s all about them, not you. Allowing them to express their anger might just take some steam out of their argument. Not becoming caught up in their drama lets you keep a cool head.

Respect yourself – and them.  You don’t have to be subjected to rude comments or insults. If a customer becomes abusive, explain that you will be happy to discuss the issue when they calm down. This might involve taking a break from your conversation and speaking with them later.

Respond with kindness.  It’s amazing how a situation can be defused when we respond with a kind word instead of fueling the fire.  Let them know you will do everything possible to find a suitable resolution.  This allows your customer to relax and become less defensive.

Seek resolution.  Even though you believe your difficult customer is being unreasonable, try to find a compromise if possible.  They will feel better knowing that you have taken their concerns seriously. Deal with the situation as calmly as you can, and put the issue to rest so that you can focus on your business.

Forgive.  Everybody gets difficult at times. There could be a hundred reasons they are frustrated that has nothing to do with you.  Let go of your own anger and hurt from the situation, and try to move on. Holding a grudge against other people only hurts us. Be kind to yourself.

Keep it in Perspective.  It could always be worse. Consider the worse possible scenario, and then count your blessings!

8 RULES TO DIFFICULT CUSTOMERS

S – Show features

E – Explain benefits

L – Lead to advantages

L – Let the customer talk

SALES PROCESS

KNOW about the brand/product you are promoting REPORT on time to prepare adequately DRESS professionally SPEAK politely clearly Always allow the customer to ask QUESTIONS Put your phones to SILENT while on the job Speak good ENGLISH Always appear PROFESSIONAL Gather FEEDBACKS from customers and report

accordingly

10 NECESSARY DO’S

DO NOT chew gum while working or talking to customers DO NOT use high smell perfumes DO NOT wear caricaturous make-ups DO NOT wear a hairstyle that draws unnecessary public

attention DO NOT eat, drink or make personal phone calls in the stand DO NOT portray or exhibit or advice on competitor products DO NOT give an answer to a question which you are not sure

of DO NOT argue, shout or engage in unnecessary conversations

in the stand DO NOT portray religious or political beliefs in the stand DO NOT flirt with customers

10 NECESSARY DON’TS