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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: Didnt 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: Didnt 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=4mtUCo osXNA

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 customers

1. DISAGREEABLE: customers are unpleasant and hard to help Argumentative: customers who seem to
look for problems Impatient: customers who show verbally and nonverbally that they do not want to wait Leave-me-alone: customers do not want any assistance or advice Irritable/Moody Insulting: customers that get frustrated

Activity 1
Get with your 10 oclock 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 Ive been waiting on the phone for 2 minutes! Impatient Isnt that a rip, can I get a discount? Dishonest I know its the 4th time but can you just redo this fingernail, I dont like that design either Argumentative

Ive had a long day; just tell me where to find the milk Irritable

Well, I think Im 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 cant 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 Ive been waiting in this line for dang near 20 minutes!!! Now you tell me that I need ID? Obviously youre 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 companys image. All of the above contributes to profits.

Procedures for Handling Difficult Customers


Listen completely and openly Take the customer aside to ease tension Restate to show you understand Get help if needed, from a supervisor Establish 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!

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