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| *Ostroff, Fair and Company>>>Marketing & Sales |
Customer very angry with salesmen,what shld salesmen do? |
Customer very angry with salesmen,what shld salesmen do? It depends. If the salesman has acted inappropriately then an apology is necessary. Always strive to de-tensify a violent situation. Also understand that a little empathy goes a long way. On the other hand, there are many customers (quite a few actually) that already know they are in the wrong and can't get what they want the way they want it. These are often the first ones to throw a temper tantrum for the purpose of drawing attention to themselves. Their hope is that by causing a scene, you'll cave in and give them what they want. In this situation, politely apologize and inform them in a gentle manner that you can't do what they want. Then offer to let them speak to a member of management. If they don't want to speak to a manager then politely inform them that there is nothing else you can do and then excuse themselves. While it's true that word of mouth spreads quickly, what is said differs depending on the agenda of who's talking. While working at Lowe's we had an individual who bought a lawn mower over four years ago. It had broken down and he wanted a replacement. Lowe's warranty was only for 90 days and the manufacturer only insured it for three years. The model he bought isn't even in production anymore. The man yelled and complained until the store manager gave him a brand new $2000 lawn mower. Shortly after this incident there was a string of people trying to get free lawnmowers. He didn't tell his friends how well he was treated he told them how he ripped us off. They followed his example. Remember, customer service is not the same thing as customer satisfaction. While you should strive for both, in the end you can't satisfy everyone, but you can serve them by doing your job. It was Henry Ford who said people could have a car in any color they want as long as it's black. apologize profusely and fix the problem, whatever it is. One angry customer will tell 10 people about their problem, a happy one will tell 3 Salesman should apologies to the customer. Explain their reason for their fault. Offer the customer a discount on an item. Sometimes you need to swallow your pride and give in. Even when they are at fault or were being really jerky to everyone. Do whatever you can to rectify the damage done. Free product, follow up to make the problem go away. Even if it's not the sales person fault make it be so - It's true one problem can cause a chain reaction and bad PR but gosh if you were the best sales person with the best product alive they wouldn't be nearly as "helpful".. Sadly the customer is always right - do whatever you can |
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