Dec 2018, byJulius Abendan
5 Common Customer Types and How to Sell to Each One
As a retailer, it would do you well to not fall for generic customer service. Every person is different - customer 1 may have a different mindset or attitude than customer 2, who might be less tech-savvy than customer 1.
With that in mind, it’s important that you train your sales representatives or front liners on the rigors of recognizing customer “stereotypes.” Knowing how each of these five types of customers think and act when they’re in your store will help a lot in converting them to not only a sale, but also a repeat customer.
1. The Expert
This type of customer usually comprises of the younger generation, although slightly older customers can exhibit this kind of personality as well. In this age where almost everything you want to know can be researched on the Internet, you can expect “experts” to come into your store already armed with the knowledge they need to know, which means they require a different approach.
In dealing with experts, you or your front liners must patiently and politely acknowledge their knowledge about your store or the product that they want to buy. One can then refer them to suggestions that might satisfy their needs.
2. The Window Shopper
The definition of this term has changed considerably with the advent of e-commerce. Nowadays, people who “window shop” are unsure if the price in a physical retail store is better or worse than what is offered online.
You can easily distinguish window shoppers apart from your other customers. They look real interested in a product, but they tend to just look at price tags and move on. They might also be scanning your tags for use in price comparison apps.
How to deal with window shoppers? Show them the advantages of buying offline, like instantly having the product on their hands after a purchase. Offer them loyalty rewards, or a coupon code that they can only use on your store.
3. The “Best Deal” Critic
These are like window shoppers. They’d go around from store to store hoping to find the cheapest deal there is. They may or may not be interested in online shopping, although they’d more likely lean for the former.
Just like window shoppers, bargain hunters are best dealt with by being upfront about the value of your products. One factor to point out is the fact that they can save money on the long run by buying higher quality products, as the amount of time in between purchasing and having to replace the product is significantly reduced.
4. The Chatter
Chatty customers present a unique dilemma because, not only do you have to try and convert them into a sale, but you’d also have to keep them from taking up much of your time and sacrificing other buyers as a result.
Because your goal is to make customer feel as home as possible, you can always entertain these customers and listen to what they must share up to a certain point. If there is already a line building up from behind, it’s best to politely close the conversation.
5. The Undecided
The undecided customer fits the classic definition of the window shopper. They have a genuine interest in your products in general, but they’re not in for a purchase. at least not yet.
Retailers are generally advised to keep their distance from these customers, but not without extending any help. Offering to help is a good step (these people are more likely to decline, as they’re just looking around), but good customer service can leave a lasting impression on the wanderer’s future decision to purchase.
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