1.08 & 1.09

HANDLE DIFFICULT CUSTOMERSPROCESSING TELEPHONE ORDERS

ARGUMENTATIVE CUSTOMERS

• These customers are often insincere and quick-tempered.

• Dishonest customers intentionally attempt to avoid paying part or all of the price for a good or service.

DOMINEERING/SUPERIOR

• These customers are over confident. They feel they know more and are better than the average person.

• They feel they should be made to feel important and in charge.

SLOW/METHODICAL

• These customers are often hesitant to make buying decisions even when goods/services are wanted/needed. They require a lot of time to make a final buying decision. You'll find these customers frequently examine products several times on different occasions before deciding to buy.

• Disagreeable customers are unpleasant and hard to help.

SUSPICIOUS

• These customers want facts and proof before making the final buying decision. They tend to question everything you tell them. This skepticism may be the result of bad experiences with other businesses.

• Suspicious customers will often be your customer for life if you can gain their confidence and trust.

HANDLING COMPLAINTS

• Salespeople handling complaints should take action based on their understanding of the complaint and the solutions possible within the business's policies. These policies should be explained to the customer.

HANDLING COMPLAINTS

• The salesperson should not permit his/her OPINION of the customer to be a factor, whether the opinion is negative or positive.

• S/He should also not be influenced by the customer's attitude. The time required to solve the problem is not as important as finding a solution.

INVESTIGATING THE PROBLEM

• Once you fully understand a customer's complaint, you have to decide if the complaint is justified before you can resolve the situation. Investigating helps to determine how the situation can be handled within company policy.

INVESTIGATING THE PROBLEM

• Restating the complaint eliminates any misunderstandings. Taking action occurs after determining how the complaint can be handled.

• Asking a supervisor about a complaint would only be done in unusual circumstances.

BUSINESS RELATED COMPLAINTS

• Business-related complaints are often based upon the number and types of services offered or the business's policies. Example – restaurant’s policy of one check for a party of eight. The complaint should be with the restaurant and not the employee enforcing the policy.

ACCURATELY DETERMINING CUSTOMER’S NEEDS

• Customer complaints often occur when customers make improper buying decisions. Salespersons can help customers avoid dissatisfaction by accurately determining each customer's needs and suggesting appropriate products to meet those needs. Make sure they are satisfied before leaving

TELEPHONE ORDERS

• Accuracy in processing telephone orders is very important. Do not rely on your memory as you may forget the details. WRITE IT DOWN.

• The customer should NOT be asked to come in to place the order. Taking telephone information is NOT part of the manager's responsibility.

TELEPHONE ORDERS

• Read the order back to the customer. Reading the order back to the customer allows the customer to confirm that the order is correct. It also allows the order taker to make any necessary changes.

TELEPHONE ORDERS

• Customers expect their telephone orders to be processed correctly and efficiently. Businesses whose employees regularly make mistakes while taking telephone orders might eventually lose customers who are dissatisfied with the poor service.

TELEPHONE ORDERS

• Customers may take their business elsewhere, if their telephone orders are regularly processed incorrectly. Frequent mistakes lead to a loss of business.

• Businesses should take steps to remedy the problem of telephone order mistakes rather than stopping the service or computerizing the system.

TELEPHONE ORDERS

• One of the 1st steps in processing an incoming telephone order usually involves obtaining the customer's name.

• Many businesses accepting telephone orders maintain computerized files. When a customer calls, an order processor obtains and types the name into the computer, and accesses additional information, such as the mailing address.

TELEPHONE ORDERS

If a business does not have a computerized file or the customer is new, the processor needs to obtain the customer's name in order to begin the paperwork. After order processors obtain a customer's name, they may describe each item being ordered, explain the pricing policy, and check for availability.

REVIEW

1. Customers who seem to disagree, question, or look for error in almost everything and everybody are __________ customers.

• 1-argumentative2-domineering3-insulting4-dishonest

1. Customers who seem to disagree, question, or look for error in almost everything and everybody are __________ customers.

• 1-argumentative

2. "I think I'll wait until Saturday to buy this DVD," is a statement that best characterizes the _______ customer.

• 1-disagreeable2-domineering/superior3-dishonest4-slow/methodical

2. "I think I'll wait until Saturday to buy this DVD," is a statement that best characterizes the _______ customer.

•4-slow/methodical

3. "I'd like to have that in writing before I give you my money," best describes the ________ customer.

• 1-dishonest2-suspicious3-disagreeable4-slow/methodical

3. "I'd like to have that in writing before I give you my money," best describes the ________ customer.

•2-suspicious

4. Making the customer feel important and in charge is a good way to handle which type of difficult customer?

• 1-domineering/superior2-disagreeable3-slow/methodical4-suspicious

4. Making the customer feel important and in charge is a good way to handle which type of difficult customer?

• 1-domineering/superior

5. Action taken by the salesperson in handling customer complaints should

be based on the • 1-solutions available within the business's policies

2-customer's attitude toward the salesperson

3-amount of time required to solve the problem

4-salesperson's opinion of the customer

5. The action taken by the salesperson in handling customer complaints should be

based on the • 1-solutions available within the

business's policies

6. What should you do to determine whether a customer's complaint is

justified?

• 1-ask a supervisor 2-restate the complaint3-take immediate action4-investigate the problem

6. What should you do to determine whether a customer's complaint is

justified?

4-investigate the problem

7. Hostess received customer’s reservation pleasantly, but stated, “Restaurant will only provide 1 check for party of 8 or more. Customer was unhappy with restaurant’s:

1-prices2-policy3-product4-personnel

7. Hostess received customer’s reservation pleasantly, but stated, “Restaurant will only provide 1 check for party of 8 or more. Customer was unhappy with restaurant’s:

2-policy

97. When a telephone customer’s order includes detailed information concerning the order, the salesperson

1-refer the customer to the manager2-remember what the customer is

saying3-write down the information4-tell the customer to order in person

97. When a telephone customer’s order includes detailed information concerning the order, the salesperson

3-write down the information

98. When taking an incoming telephone order, an effective way to make sure the order is correct is to:

1-read the order back to the customer2- place your initials on the order3-note the date and time of the order

4-rewrite the order

98. When taking an incoming telephone order, an effective way to make sure the order is correct is to:

1-read the order back to the customer

99. Businesses whose employees regularly make mistakes while taking telephone orders are likely to:

1-stop the service2-lose customers3-increase prices

4-computerize the system

99. Businesses whose employees regularly make mistakes while taking telephone orders are likely to:

2-lose customers

100. What is often one of the first steps in processing an incoming telephone order:

1-explaining pricing policy2-obtaining customer’s name3-describing each item

4-checking for availability

100. What is often one of the first steps in processing an incoming telephone order:

2-obtaining customer’s name