7 tips for sellers who have to deal with negative sentiment on clue greet customer: “Hello!”, and the answer is sharp: “I’m just looking”. A potential client gets from you quickly deleted, and hopes to attract a buyer melt away with each step. A little time passes and he returns, asking you where you can get answers to his questions. However, on your agreement to help, it will surprise you with the fact that he does not fit into any one of your items. Perhaps even ask in some other shop to go.
This is a typical behavior of the visitor, which is in advance negative to your establishment. But how to work with such a person? Really should just give it to the competitors? And perhaps we should never pay attention to it? No! It can be done your clients!
Tips on how this can be achieved, says Skip Anderson, author of the blog Selling to Consumers:
- Always keep a positive attitude. Don’t let your irritation, anger and frustration to affect your behavior when communicating with the client. Stay positive. Often even the most negative minded customer can change their behavior and attitude to the company, if he happens to truly caring seller.
- Simplify. Typically, a negative-minded buyers tend to complicate things, when describing why they don’t fit your products. Fix is probably just starting to simplify. Determine what really does not suit the client and get solution to his problem.
- Take notes. Record in a notebook that does not suit the client. When he sees it, he’ll know what you really are working on the problem. Perhaps this will allow better focus on his problem to you.
- Give a chance to speak. Just give the client the opportunity to tell about his problem. Usually after it is a certain emptiness that promotes the adoption of a compromise solution. Don’t interrupt. Listen to all the arguments of the client.
- Know when to stop the monologue of the client. To some extent this contradicts the previous paragraph, but try not to allow a customer to the stage where he will start to fight with you. Then to correct the situation will be much harder, if not impossible. Therefore, carefully follow the course of the conversation and try to control it to avoid situations when you realize that you are already can not affect the client.
- Use closed questions. You need to understand that in a conversation with the negative mood of the client not all questions will be appropriate. Try to use those that you can answer simply “Yes” or “no”. For example, ask the question “What size sofa do you need?” in a furniture store – not the best option. Better to ask something like: “will you have enough wide sofa 84 inches?” That’s a great question, if a customer complains that your store is too large or small sofas.
- Work for the future. If you offer nothing, then build a conversation so that this person wanted in the future to come to you. Tell me that in the near future, perhaps the emergence of interesting products. Try to remain as polite and thank the customer that he just you come. Usually this approach works and people are returning to the stores with the same quality of service.