As salespeople, one of the most important things we must do is learn to identify the type of customer we are dealing with because, yes, even though it sounds like a cliché, «every person is a different world.»
Why is it necessary? The answer is simple; this will help us adapt our sales strategy to increase our chances of success.
We present the types of customers you may encounter at least once in your life as a sales representative:
The Customer Who Knows It All
This type of customer knows what they want and is well-informed about the product or service they are seeking. They’ve watched TikToks with reviews, read blogs, and even found someone close who can provide a testimonial.
For these individuals, honesty is crucial, so be completely transparent with them and offer relevant and precise information.
Tip: Prepare in advance, know what you’re offering very well, and make sure you have all the necessary data to answer their questions, whether numerical or testimonial.
The Impulse-Driven Customer
This person often doesn’t have a clear idea of what they want and tends to make quick decisions.
It’s essential to be persuasive and show them the advantages of your product or service; you’ll likely close the sale by addressing what they didn’t realize they needed to solve.
Tip: Focus on benefits and aspirational connections, i.e., show them how their life can improve with the purchase.
The Counter-Offering Customer
This type of customer always has something to say and may try to negotiate the price or terms of the sale. Patience and calmness will be valuable tools with these individuals, along with your negotiation skills.
Don’t be swayed by what they say; it’s best to help them understand, with information, the value (not just the price) of your product or service.
Tip: Listen carefully to their arguments and try to find a mutually beneficial agreement.
The Yes-No-Yes, or the Indecisive Customer
You’ll quickly notice that this customer has difficulty making decisions and often seeks many opinions before taking the final step, consulting friends, partners, family, or whoever is around at the moment.
It’s essential to be patient and, above all, give them time to think.
Tip: Provide all the information they need to make an informed decision and encourage them to ask any questions. The more you know about who they are, their personality, and their situation, the more information you’ll have to build trust.
The Silent Customer
This type of customer doesn’t speak much, and it’s often challenging to know what they think or feel. It’s important to be observant and pay attention to their gestures and facial expressions, so knowledge in this area is never redundant.
In this case, you must learn to develop your sales intuition to read them and see if you’re on the right track or not.
Tip: Ask open-ended questions that invite them to speak, and make sure to listen very attentively to what they have to say because that’s where you’ll find the key to building the connection you need.
The Customer Who Seems Like Another Sales Representative
Always looking for the best deal, this customer may try to negotiate with you, especially in terms of prices. It’s crucial to be a flexible person and open to listening to reach an agreement that benefits both parties.
Tip: These types of customers, especially in Latin America, are common. Talk to the sales leaders of your company and set negotiation limits so you can face these individuals with a viable plan.
The Displeased Customer
This type of customer is dissatisfied with something, and they may make a complaint, even if you’re not at fault. For example, they bought a poor-quality shirt and had to rush out at the last minute to find a replacement, so they’re not in a good mood.
It’s important to be kind and understanding, trying to resolve the problem satisfactorily to change their perception of the situation. If the complaint is about one of your products, it’s crucial to be fair in addressing their concerns.
Tip: Listen carefully, show empathy, and solve the issue as you would want it to be resolved if you were in their shoes.
The Loyal Customer
And likely your favorite. This person is always satisfied with your products or services and is likely to buy from you again in the future.
Always leverage these individuals because they will gradually form word-of-mouth that can benefit you and result in countless repeat purchases. Of course, if you know how to maintain your relationships.
Tip: Thank them for their loyalty and make them feel special. Offer them discounts, promotions, or special services that are only available to these customers.
The VIP Customer
Although it may resemble the loyal customer, talking more about closing a deal with these individuals is more significant. In other words, any agreement can be important for your business and, for this reason, deserves special treatment.
It’s important to offer them personalized service and make them feel valued.
Tip: Dedicate time to understand their needs and offer them a service that meets their expectations.
The Not-a-Customer-This-Time-But-Potentially-Later Customer
This customer is looking for something, and perhaps they didn’t find it this time. But since you’re someone who does your job very well, you see an opportunity that you can take advantage of later.
For example, a person is looking for a model of a cellphone that is sold out, but you know it will be back in a month, so you keep their contact and inform them as soon as what they’re looking for is available again.
Tip: As long as the situation allows it, save the information of these people; it will be very valuable to you at some point.
While we consider this a comprehensive list of the different personalities and types of situations you may face, we invite you to create your own list based on your experiences to discover the best way to approach each person.
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