Jul 6, 2009

CK Special Report: How to Deal With Difficult CustomersBy Glen A. BeresJCKOnline.com

Every jewelry professional is likely to encounter challenging customers. JCK has identified seven classic difficult customer types and offers tips from jewelry sales experts to turn them into satisfied clients.

1. The Arguer is ready to haggle and looks to establish an adversarial relationship, believing it will help him get the best deal.

Disarm this customer by remaining calm and professional, listening to him and showing him respect. Do not get into a debate or allow him to make you feel inadequate. One way to deal with the Arguer is to turn him over to the owner or sales manager. “When they know they are working with someone with final authority, it takes the salesperson out of the line of fire and shows them you are giving them respect,” says Shane Decker, president of Ex-Sell-Ence.

“Some intense arguers respond positively to a perceived higher-level authority when they notice you are recognizing their importance by seeking additional help,” adds David W. Richardson, chief executive officer of Jewelry Sales Training/Richardson Resource Group.

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