MARKETING 2.05 Resolve conflicts with/for customers to

encourage repeat business

WARM UP: 10 – 15 minutes

Common Core Argumentative Writing: • Out of the 12 Personal characteristics of salespeople

(discussed yesterday in 2.01 notes), write down which three you perceive to be the most important and why they are better choices then the others. When complete, turn in to bin

• Make sure you use proper grammar, spelling, and sentence structure; you do not have to write the question

• Rubric: – 3: Answers questions completely and accurately, follows correct

grammar and sentence structure.– 2: Answers questions completely; some mistakes or inaccuracies.– 1: Didn’t follow instructions; many mistakes and inaccuracies

WARM UP: 10 – 15 minutes

Common Core Argumentative Writing: • Out of the 12 Personal characteristics of salespeople

(discussed yesterday in 2.01 notes), write down which three you perceive to be the most important and why they are better choices then the others. When complete, turn in to bin

• Make sure you use proper grammar, spelling, and sentence structure; you do not have to write the question

• Rubric: – 3: Answers questions completely and accurately, follows correct

grammar and sentence structure.– 2: Answers questions completely; some mistakes or inaccuracies.– 1: Didn’t follow instructions; many mistakes and inaccuracies

With Table Mates….• Discuss a time when you dealt with a difficult

customer at your job. What was the problem? What did you do?

OR• Discuss a time when you or someone you know

was the difficult customer? What was the problem? What was the outcome?

• http://www.youtube.com/watch?v=4mtUCoosXNA

Situations where customers become difficult

What makes you a difficult customer/ when do customers become difficult??????•Customers want something against company policies.•Problems with merchandise

– Broken or damaged– Lack of need-gift– Wrong size– Changed mind

•Problems with company– Account errors-date entry errors– Rude treatment by an employee

•Illegal activity

Types of difficult customers

• Disagreeable

• Domineering/superior

• Suspicious

• Slow/Methodical

• Dishonest

Define the types of difficult customers1. DISAGREEABLE:

customers are unpleasant and hard to helpArgumentative: customers who

seem to look for problemsImpatient: customers who show verbally and nonverbally that they do not want to waitLeave-me-alone: customers do not want any assistance or adviceIrritable/MoodyInsulting: customers that get frustrated and take it out on the salespersonComplaining: customers think everything is wrong

Activity 1• Get with your 10 o’clock appointment

• Come up with REALISTIC examples for:– All Disagreeable customer types

• Write the examples in the “example” slots on your paper. Be ready to share w/ class!

• You have 5-7 minutes!!

Define the types of difficult customers (cont)

2. Domineering/superior: overly confident customers who feel they know more and are better than the average person.

3. Suspicious: customers who doubt or questions everything and may want facts and proof before being convinced something is true.

4. Slow/Methodical: customers who require a lot of time to make a purchase because of indecisiveness

5. Dishonest: customers who intentionally attempt to avoid paying part or all of the price for a product.

Activity 2

• Complete “Which Customer? Match up”

• When complete write examples for difficult customers

• You have 5-7 minutes!!

“Which Customer? Match up”• Are you sure those shoes will last longer?

– Suspicious• I’ve been waiting on the phone for 2 minutes!

– Impatient• Isn’t that a rip, can I get a discount?

– Dishonest• I know it’s the 4th time but can you just redo this fingernail, I

don’t like that design either– Argumentative

• I’ve had a long day; just tell me where to find the milk…– Irritable

• Well, I think I’m looking for a car with good gas mileage – but maybe a hybrid would just be better to invest in OR maybe that smaller one right there..– Methodical

• No thanks just browsing…– Leave me alone

• This has a button missing, and I can’t find my size or color - Can I get some help or WHAT!– Complaining

• Just hand me the pearl color paint I think it will be better than the one you suggested– Domineering

• I’ve been waiting in this line for dang near 20 minutes!!! Now you tell me that I need ID? Obviously you’re INCOMPOTENT!!– Insulting

Reasons for handling difficult customers

• Customers that have had an issue resolved efficiently and professionally are more loyal.

• Customers are the bread and butter, even the difficult ones.

• Word of _____________ about handling situations well will spread.

• It impacts the company’s image.

• All of the above contributes to profits.

Procedures for Handling Difficult Customers

Listen – completely and openlyTake the customer aside – to ease

tensionRestate – to show you understandGet help – if needed, from a supervisorEstablish a plan – Agree on a plan of

action and follow through

Activity 3• With Table mates COMPLETE

“RESPONDING TO RUDENESS” WKST ON A PIECE OF PAPER – EACH PERSON SHOULD HAVE THEIR OWN COPY FOR NOTEBOOK CHECK!

• YOU HAVE 5 MINS!

Warm Up: 2.01- 2.03 Review

1. What should a salesperson do when dealing w/ a customer who wants to return an unsatisfactory item?

a) Exchange the item

b) Refer the customer to the manufacturer

c) Consult the buyer

d) Follow the business’ selling policies

2. What can salespeople do to maintain good relationships w/ existing customers?

a) Ask for new referrals

b) Use customers in ads

c) Live up to their promises

d) Send customers

3. What type of difficult customer is this?

No that’s not what I want either – can you get me the next pair of shoes

Define Complaint

• Complaint is an expression of discontent, regret, pain, resentment, or grief; a grievance.

Costs associated with customer complaints

• Additional labor expenses

• Postage fees for return shipping

• Lost sales

• Lost customers

• Damage to business image

• Damage to community relations

Reasons for Customer Complaints•Service Content, Delivery or

Quality•Personnel•Requests•Communication•Response Time•Documentation•Billing•Follow Up

Handling Customer Complaints

• Complaints are a not necessarily a bad thing!

• Complaints give the business an opportunity to learn something that might improve service and stop the problem from reoccurring

• Only 4-8% of customers share their concern ~non-complainers are a problem because the business never has a chance to address the issue.

5 Benefits Of Customer Complaints

•Complaints identity faulty products•Complaints challenge the status

quo•Complaints test internal systems

and processes•Complaints are friends•Complaints provide the opportunity

for service recovery

ACTIVITY 4

• Get with your 2 o’clock appointment

• Discuss “Handling Customer Complaints scenarios” – ONE per pair; just discuss – don’t have to write

• Project – “Sign Me” – 70% of grade so take it serious!!!!!

• SURVEY – 10 minutes before the bell rings