Part 6: Insight into the Pros and Cons of Customer Psychology
Customers often have diverse personalities and interests.
If you do not grasp customer psychology quickly,
you will not find an effective trading strategy.
47: The type of customer with an authoritarian mentality: You need to obey
Too often we underestimate the power of a touch,
a smile, a kind word,
a listening ear,
an honest compliment,
or the smallest act of caring,
all of which have the potential to turn a life around. — Leo F. Buscaglia
Sales is customer service.
Customers not only want the product,
but also the emotional experience.
Salespeople need to care about customers’ feelings and respect their opinions.
In the sales process,
whether the customer’s opinion is wrong or right,
profound or childish,
the seller needs to pay attention to the customer’s honor
and ensure that they save face.
Guests like this often have extreme attitudes,
often refuse others,
do not give the other person the opportunity to open their mouth,
like to protest with a commanding attitude.
At this point, your best attitude should be to submit to them,
because these people already have the habit of dominating others.
The sales staff need to be on time;
Have a clear mind, avoid going around,
do not use too fancy words or ambiguous expressions in the sales process.
Salespeople also need to know the best way
to avoid conflict with this type of customer,
such as not offering opposing views or opinions at the wrong time.
In general, salespeople need to know
how to satisfy the customer’s desire to own and control them,
so that the transaction can take place smoothly.
Here are some good coping strategies:
1. It is necessary to have a complete solution plan, a firm stance,
close thinking, and careful action so that the other party understands
that the cooperation between them is very beneficial.
2. It is necessary to fulfill reasonable requests from customers to make them satisfied.
3. Satisfy the controlling and controlling personality of customers in a reasonable way
to facilitate the transaction to take place smoothly.
48: Gentle type of guest: I want you to be touched
These customers are mild-mannered, friendly,
quite cooperative, willing to listen to the salesperson.
They have good communication skills, make others feel close,
are a great partner, easy to work with,
and rarely come into conflict with others.
When problems arise, they often try to minimize the dispute,
but also rarely express their true thoughts.
Dealing with these types of customers is not overwhelming,
but they are the hardest to win.
In order to sell smoothly,
you must understand the situation of your competitors,
because these customers can ask prices from many places before.
If your product does not have an advantage over your competitors,
your chances of closing a deal are not high.
To maintain a good relationship between the two parties,
the seller needs to be as patient as possible during the sales process,
because the time it takes for these customers to make a decision is often longer.
They are very cautious with risks to avoid losses created by themselves.
Therefore, the assurance,
the initiative and the right time of the seller will be extremely important.
This type of customer has the disadvantage of working with a lack of subjective opinions
and is relatively passive;
Once pressured, they often make decisions quickly.
But the seller also needs to come up with the right way to apply pressure.
For example, salespeople need to take the initiative,
confidently give positive opinions,
and increase encouragement with affirmative words.
Moreover, the salesperson needs to discuss the problem from the customer’s perspective,
eliminate doubts, use sincerity to pressure,
dispel the customer’s guard,
so that they have no reason to refuse to buy.
49: Customers who are greedy for vanity: Do you respect and respect me enough?
Smile at strangers and you just might change a life. — Steve Maraboli
Praise, trust, and expectation are a kind of energy
that can change people’s behavior.
When a person receives the trust and praise of others,
he will feel supported by the whole society,
thereby becoming more confident,
more positive and trying his best to achieve the ideal in opponent’s expectations.
Everyone loves to hear praise,
if used properly,
it will have a positive impact on customer psychology.
The more conceited a person is,
the more useful the compliments are.
Everyone is a little greedy for vanity,
but that’s not why we abuse customer praise excessively.
Anything has to be in moderation,
that’s why salespeople should use praise in moderation,
to the right extent, or else it will make customers feel you are inauthentic,
cynical and distrustful feel defensive.
50: Elite customers: What incentives do I get?
A warm smile is the universal language of kindness. — William Arthur Ward
There are customers who work very hard, carefully, meticulously.
they are very interested in the first impression of the salesperson.
If the first time you meet them,
you don’t leave a good impression,
then the cooperation after that will be very difficult.
So they hate being cheated,
even if it’s a well-intentioned lie.
These types of customers are classified as elite customers,
including those who are “industrious” and “intolerant”.
Should improvise to deal with this type of customer.
a. For “dedicated” customers, the principle is extremely important
The type of customer “dedicated” has a high analytical ability,
doing everything is very strict and serious.
All problems do not escape their eyes.
Therefore, they are very rebellious,
do not easily trust anyone.
For such customers,
it is necessary to analyze their requirements,
especially to pay attention to the small details.
Giving them specific numbers has a huge effect on them.
The committed customer doesn’t like to be compared,
even though his friend has bought your product,
he always wants to choose and decide for himself.
Moreover, to deal with the type of “dedicated” customer,
it is necessary to pay attention,
when talking about work issues,
show coherent thinking,
clear specific ways,
and serious attitude.
In addition, you need to dress seriously,
when talking need to be calm;
the content of the conversation must be in a coherent sequence,
preferably with a dedicated transcript;
You need to keep in mind the requests of the other party,
so that they know that you are listening.
They like you to share details about the products you offer
to get more information about the product.
Of course, when talking about this information,
you need to ensure the authenticity,
not too exaggerated.
For salespeople, this is a difficult customer to work with,
but in the long run they will be a steady stream of customers.
Once you agree to cooperate,
they will trust you,
because you have passed their “review”.
Of course, when they have become your loyal customers,
you cannot ignore them,
because they are always watching your attitude.
b. For “obstinate” customers, the code of ethics is very important.
Like “dedicated” customers,
“obstinate” customers also have high stability,
meticulous work, and a serious attitude to work.
But the other point is that stubborn customers are often very concerned
with the ethical standards of their co-operators.
They can be patient with defects based on the partner’s position,
but if the other’s moral standards are in question,
the cooperation between the two parties will not go anywhere.
When discussing business with this type of customer,
you must maintain an honest and trustworthy attitude.
These customers rarely buy from strangers.
They observe whether you are trustworthy,
what you say but do not,
whether you are socially responsible,
how you behave towards volunteer work.
If you pass the above assessments,
the possibility of you getting their trust will be very high,
even if your product sells for a little higher than the market,
it doesn’t matter.
When working with elite clients, don’t be too hasty,
instead, you need to show dedication to your work
to leave a trustworthy impression on your customers.
The most important thing is to always follow the rules,
as long as your way of doing things is consistent with the specifications they set out,
you will definitely win their sympathy.
51: Extroverted customer: I will buy it if I like it, please don’t talk too much
Nothing you wear is more important than your smile. — Connie Stevens
Seasoned clients don’t like long lines.
They are laid-back people,
don’t like details,
very easy to deal with,
but a lot of salespeople fail with this type of customer.
Many clients are often extroverted or opinionated
, and can quickly make judgments.
But their judgments are limited to such extremes as good and evil,
old and new, useful and useless.
They do not pay attention to the specifics of everyday life
or pay attention to the details.
In shopping too, if they like it,
they will buy it immediately;
it will be briefly and definitively rejected.
For these customers,
salespeople should approach them in extroverted ways,
words also need to be concise,
and answer questions clearly and accurately.
Only then will they feel “fit” with you,
and at the same time gradually become more willing and closer to you.
Extroverts often have strong subjective views,
preferring to be self-centered.
Their catchphrases are usually “I think…”, “I see…”,
“In my many years of experience…”
They also often have a very high voice volume,
always Ask sharp questions about every issue.
These people also hold the initiative in the dialogue
because their desire for control is so strong.
Extroverts often have high demands on the quality of clothes
as well as having a certain fashion style.
They are not trend followers.
Extroverts have a very clear sense of time,
even down to the minute.
Therefore, salespeople need to be precise about the time
when making an appointment with this type of customer,
otherwise they will make a bad impression and lose trust.
Extroverted customers are often interested in the benefits of the product.
This type of customer is often concerned with the “effectiveness” of the product.
Use facts to convince them.
Also don’t expect to be able to change the way rom the perspective of this type of person,
they are very confident,
not easily receptive to other people’s opinions or advice,
unless you have strong arguments and arguments.
These people often make decisions very quickly.
When they have questions,
please promptly explain because they are very impatient,
do not like cumbersome things.
They are open-minded, easy to talk to,
but do not like salespeople who,
whenever they open their mouths,
always introduce how their products are superior,
how they sell well,
which are very suitable for customers.
Salespeople should consider the customer’s mood,
follow the other side’s words,
skillfully direct their attention to the topic of conversation.
52: Introverted customer: Can I have your sincerity?
Introverts are often quite closed,
not easy to contact or express their feelings and thoughts outside.
They are quite quiet,
treat others carefully,
are shy and especially do not like noise.
In the buying process,
introverted customers often choose meticulously,
even taking a lot of time,
but still have not made a final decision.
In particular, for door-to-door salespeople,
this type of customer is often highly alert and cautious.
They are meticulous people,
even though they agree with the other’s opinions,
they just nod their heads in response.
This attitude of the customer makes the sales staff feel pressured.
They believe that this attitude shows a dislike for their product
that leads to actively giving up the opportunity.
With this type of customer,
communication experts advise salespeople
to show professionalism in their words,
and to clearly present both the pros and cons of the product;
Be patient and silent enough for the customer to have time to consider
and make a decision.
“Silence is gold”.
In the transaction process,
smart salespeople will know how to keep quiet at the right time,
listen to customers so that customers have time to think carefully.
Introvert customers rarely share opinions.
In fact, they are people who,
despite their unapproachable appearance,
have a very strong enthusiasm.
Just seeing that you are an honest person,
they will wholeheartedly trust you,
even letting you make decisions for them.
For sales people, this is the right type of customer to build a stable,
Salespeople need careful observation
and analysis to close the gap with these customers.
When selling, most employees often have a habit of constantly introducing products,
not giving customers enough time to consider.
This approach is not suitable for introverts, instead,
you should use a peaceful attitude,
provide the necessary information and data,
and give them time to reflect and cooperate.
53: Reluctant customer: I need your opinion!
Let us always meet each other with smile,
for the smile is the beginning of love. — Mother Teresa
Compared to other types of customers,
those who are hesitant are easily approachable customers.
They are the ones who lack the motivation to make decisions,
so salespeople need to know to give them this motivation.
This type of customer is relatively detail-oriented,
trusting their judgment.
They do not base their decisions on personal feelings,
but on the basis of analysis of specific data and clear evidence.
Therefore, when choosing to buy goods,
this type of customer is usually leisurely,
cautious and very rational.
They have a keen observational talent,
good at detecting small details in a product or service,
neatly grasping the problem to conduct analysis.
When they need to choose,
they will contact several suppliers to compare prices.
These customers love to ask questions.
At this point, the best salesperson should give a valid answer.
If there is a problem with your words,
they will be more suspicious,
which will limit the possibility of a successful transaction.
Hesitant customers will be interested in many factors:
product quality, service quality,
price and preferential activities…
They value accuracy,
the ability to observe and analyze problems highly.
Therefore, it is very important for them to capture the data.
During the sales process,
try to give the most accurate information.
They want to rely on their own decisions,
want to buy the item worth the money,
leading to careful consideration before buying.
Before the scrutiny of customers,
employees should not be confused,
instead, be honest, confidently communicate with them.
Communicating with this type of customer is difficult
because sometimes their rebuke is too tough,
leaving the salesperson in a dilemma.
Therefore, while negotiating with customers,
salespeople must be cautious.
During the product selection process,
they will not express any opinion,
but always say “let me see”,
“let me consult first”,
“I think more”,
you should use the reasonableness to promote successful transactions.
Make it a moderate “coercion” process with a clear method
that’s not too rushed but also not lengthy.
For these customers,
Employees must listen attentively, extract information from their requests.
Need to pay attention to logic when talking to them,
clear words, showing a serious attitude.
Share product specs as thoroughly as possible with them.
54: Outstanding customer: I want to show personality
If you see someone without a smile give them one of yours.— Cherry Nguyen
Personality is characteristic of each person,
but not everyone accepts that individuality.
Salespeople should not rely on first impressions,
do not assume that every customer with personality is difficult to work with.
During the transaction, these customers appear to be energetic,
always cheerful, open with a lot of body language.
However, they are people who like to express their personal feelings,
often do not want the content of the conversation to be related to work.
They like freedom, like to make friends,
don’t care about details.
When you deal with customers like this,
you will find that they do not pay attention to the quality and characteristics of the product.
They always see buying and selling activities as a way to show their social status.
When negotiating with this type of customer,
you need to have perfect communication skills with your own style,
talking topics must be diverse,
from political economy to social culture.
If possible, meet in friendly spaces such as cafes and restaurants.
If you appear to be a lively person,
find an interesting new point for the topic,
show that you are a deep learner,
customers will be attracted to you.
This is the right time for you to launch your product.
Those who follow trends often dare to challenge with new things,
have faith and know how to enjoy.
They are the trendsetters.
They often like the uniqueness of the product,
have a great curiosity,
and are willing to accept the introduction of new things.
When meeting these customers,
the salesperson needs to know how to recognize them,
“This outfit you wear looks very personal and unique.”;
“You are so eye-catching,
this is a new arrival,
you are the first to buy this suit.”
Words like this will make them satisfied and happy.
55: Conservative Client: What do I need to know?
Smile is the beauty of the soul. — Lailah Gifty Akita
Old-fashioned customers often set the rules
for everything and do not arbitrarily change.
Conservatives always prefer to buy products of only one brand,
with no interest in new brands or stores.
They are often influenced by first impressions,
and once formed,
it is often difficult to persuade and change.
Conservative customers prefer superior quality products;
but at the same time hope to get a favorable price.
Spending on luxury and impractical items is a luxury for them.
The process of product acceptance of this type of customer is also relatively slow,
they need to compare and test the quality
as well as many other aspects of the product.
Only when they confirm the actual value of the product
and are completely assured of it,
will they decide to choose.
With these customers, sellers need to be patient,
because being too hasty will make them skeptical,
even making their inherent nature stronger.
Conservative customers always like to feel secure,
pragmatic and superior,
so this is a good point to break through.
Sales staff should let them compare the value of the product themselves,
see the superiority of the new product,
and gradually change the customer’s mind about the product.
Shoppers who find products competitively priced are often more persuasive.
In fact, many salespeople have used the tactic of “chatting”
into the process of dealing with customers.
They talk about some unrelated topics,
like after-school hobbies, fitness… to “warm up the atmosphere”.
Small talk has been shown to make customers less wary,
potentially revealing more personal and corporate problems.
During the conversation,
the shopper will express the requirements for the quality of the product or service, the price.
The best weapon in the sales process is pragmatism.
This way of selling not only saves time and effort
but also reduces capital expenditure.
For conservative customers,
the ability to talk freely is not the most appropriate sales method.
The best way is to use honest words.
Your product is recognized by people,
you are trusted,
which means you will understand how they want the product.
These people are not willing to accept the new,
but if you let them self-conscious about the product you offer,
success in trading is inevitable.
56: Customers are often critical
A smile is the universal welcome. — Max Eastman
This type of customer likes to analyze
but in the end still chooses products that are practical,
perfect and favorable;
They also like to feel safe.
Only when their doubts are answered do they accept the product.
When meeting such customers,
salespeople must pay attention to every detail to win customers.
In contrast to those who, after making a selection,
are usually satisfied with the newly paid product,
the customers who sharpshooter has a high ability to suspect,
likes to prune and analyze.
For these customers,
sellers should carefully analyze their expressions to capture their inner world,
thereby making the right strategy.
Salespeople need to listen to their requests to get the information they need.
Salespeople also need to pay attention to logic,
speak slowly, clear words,
show a serious attitude about their work and relationships.
While communicating with this type of customer,
if the salesperson explains through the speaker,
sloppily, speaks incoherently,
they will never gain the trust of the customer.
There are different types of customers.
Everyone has different personalities, characteristics and interests.
Therefore, in the sales process,
employees need to see through the psychology of each type of customer,
from actions and gestures to find a breakthrough,
hit the customer’s psychology,
and make them satisfied with the service product.
Customers who are interested
and recognized by others will be easier to approach.
Learn to smile at every situation.
See it as an opportunity to prove your strength and ability. — Joe Brown