Customers are the backbone of any business. They not just bring good reputation to an organization but also make any business turn into a profitable one. For these reasons the customers are an asset to an organization and are valued best to the company’s potential.
As the saying goes, ‘The customer is always right’, most customer representatives swear by it and do whatever it takes to get their product sold out to them. While you may not easy going and well-behaved customers for every sale of your product, you must be prepared for the converse.
Having a tacky customer is every customer rep’s nightmare. You may not know what you have to go through when the customer is not easy and comes up with a mind to not settle for anything that you say.
In situations like these, it is best to keep one’s cool and understand the needs of the customer. And above all, have an ear for the customer to let them know that they are valued.
1. Be an Active Listener
Active listening is an art and there is nothing denying the fact that most people fail in it. Either they are too expressive or can’t stay calm in telling the world what they think that they end up ignoring what the other person has to say.
A sales rep must not be impatient and ready to play all the cards at once. If you’ve already done this and been lucky, thank your luck and not try this again. Especially, in situations where your customer wants more for less, it is best to hear till the customer stops!
Unless you focus on being the best listener of your life for a difficult customer, they will end up feeling that you are only willing to impose your options on them.
So, start by listening and then dig down deep into the demeanours of your customer. The customer, who wants more for less, will never settle at the first go, they will find excuses to move out of the options that you’ve presented to them.
They will try to do everything in their power to get down you to lower the prices and yet not compromise on the products. In the entire process, it is also possible that they end up venting their anger on you. Remember that if you want to be heard, you need to be impressive rather than loud.
So, instead of losing your cool when the customer tries to bargain, keep your voices calm and present them with a person that they love to speak to. And even if the customer dislikes everything that you have to offer, the worst thing you can do is to take it up personally. Try to understand that there are different kinds of people who would always like to save a few extra bucks on everything.
2. Be Prepared and Find a Needful Solution
Trying to close customers at the earliest is every sales rep’s dream, but only handfuls achieve it. If you think there’s something wrong with closing the customer at a later stage, it not. You never know what kind of customer you might be dealing with, which is why focusing on closing the deal is not always an option.
The best thing you can do is to stay prepared with your endeavours and have a script. If you come across the customer who wants more for less or concentrates on bargaining too much, there may come a time when you have to say no. If you keep a confused conversation with them, they might think that there is a room for more negotiation.
So, present them will clear options and how far are you willing to go for them. You can also focus on the fact your exceptional after purchase customer service covers up all the cost issues that the customer might be facing.
That is one way of making them realize that they are getting an upper hand on the deal than everywhere else or in other words more for less.
3. Stay Calm and Interact Like a Human
Customers come to you most importantly for interaction and to work out a way with your brand. If you can’t interact and respond like a human to their problems, they are better off without you. Customers who want more for less might tell you about their last deals where they got much more from the brand.
To handle such situations you must be prepared to reduce costs wisely from your customer’s purchase. If you are looking forward to renovating their house, try suggesting them with straightforward options that fit in their budget rather than showcasing only designer elements of your brands. This may lead them to either close the deal immediately or walk away from you.
Either way, you’ve done the right thing for your customer. Donald Porter has correctly said, “Customers don’t expect you to be perfect, they expect you to solve their problems when they go wrong.”
So, instead of acting perfect, you can act human and let your customers know what is the best that can be done in their budget. Before you go out and try to do the best for your customer, make sure you remember your company’s interest in mind.
Also, if you think there’s room for more negotiation and closing deals is the most important for your company at that point of time, you can let your customers know that you are willing to refer to the decision maker of your company regarding the purchase. But if there is nothing else that you can do, it is best to say ‘no’ to the customer so that they have ease in figuring out their options.
Handling a customer who wants more for less might seem difficult as it requires patience. These factors will help you efficiently close deals with difficult customers and have them impressed by your behaviour. Try to focus on the impact that your product will have on the customer and the ways by which it can help in the betterment of their lives.