Client - its types and proper service

Service Business

People are different - this is a banal statement, but we can use this fact by adapting the way we act to the character of the person we deal with. Such a strategy of operating during customer service in our company will allow us to have better contact with the consumer and build his trust and loyalty. In order to do this effectively, it is worth using the knowledge about the types of customers present and adjusting your behavior to the specific buyer with whom we have talked. This article is a practical guide that will show you what type of personality a client has and how to deal with them.

Types of clients and ways of dealing with them

It is a mistake to treat all customers the same way. Everyone has a different personality and this should be taken into account when dealing with the client. Appropriate adaptation of the approach to the consumer may decide about success or failure in the business. It is worth analyzing the characteristics of individual types of customers, which will allow you to better understand what buyers are looking for when shopping and how to target their activities.

Customer compliant

The customer is theoretically a consumer that every seller should dream of. This is the type of person who rarely criticizes the good or service offered and often agrees to whatever the seller suggests. However, this type of buyer is characterized by the fact that after the transaction he is often not satisfied with the purchase made because the product did not meet his expectations and needs. Of course, this is due to the excessive dependence of the buyer, who in no way let the seller know what he really wanted and what would meet his requirements.

How to make a customer compliant become our regular customer? To this end, its needs should be precisely defined and helped in expressing them. He needs a lot of time and actual inquisitiveness on the part of the seller, who should even try to extract as much information as possible from such a person.

Negating customer

As you can easily guess, a negating client is a person with a definitely negative approach, that is, one who "looks for a hole in the whole". He sees every matter in black colors, and the offered product or service is viewed with suspicion and largely through the prism of their defects.

The seller should remember that such behavior does not result from malice, but from a pessimistic perception of the world.

The most important thing in the case of this type of customer is not to get upset and to control the emotions that such a consumer often manages to evoke at the seller. It is worth listening carefully to his opinion, accepting the criticism calmly, and asking him about any additional comments. Let's try not to offend such a client, and instead show interest in what he says and his needs, thus building his trust.

Customer with a general view

The attention of such a customer does not focus on individual features of the product, but on its general qualities, e.g. color or size. It makes no sense for the seller to praise the goods and talk about its details. For this type of client, it can be downright irritating.

Let us listen to the needs of such a client and try to match the best offer to him, without the need to go into details, unless it turns out to be necessary when making the right decision.

Customer with a detailed look

The customer, which we can define as specific, is the complete opposite of the previous type. He is primarily interested in the details of the product and all details, often of no great importance when buying. However, it is not worth underestimating a person with a detailed view. Give her a reasonable amount of time to clear up any doubts and thus make her satisfied.

Goal-oriented customer

The most important thing we need to know when talking to this type of customer is what goal they want to achieve by buying a specific product.

A goal-oriented customer knows exactly what he needs, so we must pay close attention to what he says and remember as many requirements and expectations as he articulates. If we manage to identify the goal that such a consumer wants to achieve, it will be the key to the success and sale of the product or service we offer. This will allow us to adjust the offer in such a way that it will meet the client's expectations as much as possible.

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Problem-oriented customer

This type of customer usually expects to encounter problems. Such a person is distrustful and has a lot of concerns about the purchase, and thus expects many difficulties and inconveniences.

It is not worth underestimating the doubts of such a consumer, because in this way we definitely discourage him from buying. Instead, let's listen to his comments, use phrases that will confirm him in the belief that he is well understood by us, eg "we perfectly understand your doubts, therefore we guarantee the possibility of returning the product on time ...". For such a customer, all guarantees, after-sales service and trouble-free service are very important.

Systematic customer

As the name suggests, such a customer has everything carefully arranged, and information about the product is meticulously collected and analyzed.

In the case of this type of client, let's avoid chaotic statements, let's make sure that the information we provide is accurate, reliable and properly structured. The clarity and clarity of our statement will gain his trust and encourage him to make a purchase.

Chaotic customer

The statements of such a customer are characterized by great chaos, what is worse, he expects the seller to follow his line of reasoning flawlessly. It requires a lot of attention and focus, the accurate and structured data definitely irritates him.

Standalone customer

He likes to make decisions himself and choose a specific product himself. He will not be delighted if we offer him one specific model, even if it is the best. An independent customer is not very eager to listen to the seller's suggestions or advice, he appreciates his own opinion the most.

It is not worth discussing and persuading you to be right with this type of client. The best solution is to present him with a few options, stating that the choice is his.

Customer based on the opinion of others

The type of consumer who really cares about the seller's opinion - he makes a decision based on it. For this type of customer, also specific data (e.g. technical) of a product or service are important.

It is not worth pressing such a person to make a decision on their own, because there is a high probability of giving up the purchase. It is the help and suggestion of the seller that makes such a customer do it.

You have to remember that people are very different and not all clients can be accurately categorized according to the above-mentioned classifications. It often happens that their behavior is a combination of the types mentioned above. Sometimes a client will surprise us with a completely non-standard approach. However, being aware of certain common behaviors and preparing interview scenarios can significantly improve customer service and noticeably increase sales.