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1
CHAPTER 7
HANDLING DIFFICULT CUSTOMERENCOUNTERS
 
2
DIFFI
CULT CUSTOMER 
Those in which you have to deal withnegative, rude, angry, complaining or aggressive people
E.g. :
Lack knowledge about product, service or policies
Dissatisfied with service or products
Demanding
Talkative
 
3
W
HY PEOPLE BUY?
Factors such as needs, wants and emotionalreaction cause customers to buy things.
Needs:
Things that customer feels compelled toaddress or believe are necessary
Wants:
Desired objects or experiences that acustomer would like to have
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