What does “type of customer” really mean, and how do you recognize the differences between the various types of clients? We collected and compared our experiences, summarizing 7 different types of customers.
What does “type of customer” really mean?
Different customers can have similar characteristics, such as interests, appearance, shopping behavior etc. So we can divide them prototypical into customer segments, or “types of customers”. Of course each customer is unique, but classifying the different personality types can help understanding the various types you may encounter.
Here’s a list with 7 personality types and additional advice on how to handle each one of them:
Doesn’t matter if calm and quiet, or confident and loud – negotiators always want to bargain. If you’re dealing with them, know that a common objection is to bargain your price based on a cheaper competitors offer. But most of the time they want to bargain as a matter of principle.
How to deal with a negotiator: If you have room for negotiation, go on as long as you don’t harm your selling principles. Sometimes negotiators will get unpleasant and keep asking for more until they are certain they will not get more. The negotiator seeks to beat you down, no matter how good the deal is. Don’t get lured into any discussion and argue calmly and professionally. Stay confident and point out the good quality and performance of the product. Make it clear if you don’t want to bargain and move to a close.
The well-informed are confident. They will walk directly towards you, giving you a firm handshake. Although they already seem to know everything, they expect professional advice from you. Often their decision to purchase is based on how the product reflects their social status.
How to deal with the well-informed: It can get quite exhausting dealing with a know-it-all. But, power comes from inner peace. Even if they already seem to have formed an opinion, provide them with precise information. Acknowledging their competence will comfort them. If their idea is false try not to lecture them as this will make them uncomfortable and perhaps even angry. Small talk might not be appropriate in this context. Instead suggest products without trying to persuade them in their final purchasing decision.
The Annoyed One
Every once in a while you have to deal with customers who complain about almost everything. Whether it’s the high price, the bad quality or the unfriendly seller- there’s nothing really you can do to please the customer. They’re just always irritated.
How to deal with the annoyed ones: A way to handle these types of customers is to impress them with expertise. Also you’re able to ease the customer’s mind with the right balance between problem solution, approval, politeness and courteous treatment. When getting the feeling of being listened and responded to, you’re eventually able to convince them. They might even flash a smile!
The Suspicious One
Suspicious customers will not hide their mistrust of products and advertising. They’re one thing above all: critical. They will gladly let you explain everything and surprise you with a strong opinion and knowledge.
How to deal with the the suspicious one: Don’t interrupt them, make them feel that they are taken seriously. You need to seek confidence and show them that they are in best hands. Assure to provide reliable information and convince them with great expertise. Everything else will make them even more skeptical. By finding the source of mistrust in a particular product (e.g. supposedly high electricity consumption), you can invalidate the presumption with facts and give proof to clear his misunderstanding. Giving out product data sheets is a good way to convince the suspicious type.
This type of customer can be very pushy as he wants to know everything.
How to deal with the questioner: Firstly try to find out if they really intend to buy. Perhaps they already ordered the product somewhere else and just want a free consultation. If you don’t think so, stay friendly and patient as always. Even if questioners are not buying right away, your patience will be remembered.
The Ones Who Agree On Everything
These customers are reserved and act shy. They will say “yes” quickly. At the same time they’re overwhelmed and feel that they’ve been taken by surprise. The sales conversation is a stressful moment for them. Sensitivity is required here.
How to Deal With the Ones who Agree on Everything: Keep talking calmly and in a non-binding way. Otherwise they will feel pushed into a corner quickly and obliged to buy. You’ll probably won’t sell to him a second time when he gets the feeling he needs to buy, simply to get out of the situation. So try not to turn this customer off by letting him feel like he’s being sold to. Make sure you ask open questions to find out about the customers needs and preferences. Give him the time for consideration and leave him in the meantime. Let him approach you for his final purchase decision.
These are the customers who aren’t really sure about what they want. They’ll give you short, indecisive answers, saying things like “maybe” or the dreaded “I don’t know.” There is a lot going on in their head. Numerous questions show that they are considering whether to buy or not to buy.
How to Deal With the Indecisive: To convince them, they’re going to need a little, or a lot hand holding. Learn more about them, they’ll probably give you enough to help you lead them down the right path. Educate this type of customer on why your product is the best one for them. Support their final decision a few more times by approving the purchase.
Bear in mind, that most people are going to be some sort of combination of these customer types. However, understanding each type and how best to approach them, will help you attract all of the personalities and hopefully close more sales.
Edited by Mir Niaz Morshed