How to deal with a confused customer

Let’s UNDERSTAND this customer:
They have too much of information, a lot of it unnecessary.
They are not sure what should they do.
They are not good at decision-making because they have taken some bad decisions in the past, now their best strategy is to not to take a decision, though they may be doing it unconsciously.
They want to be doubly sure of not leaving any stone unturned to make sure that their decision should not go wrong and can have unnecessarily long discussion.
He will always be happy if you give him more time to take decision but trust me he will be as unsure as he was in the first meeting.

What they WANT:
GUIDANCE & HELP & ASSURANCE

How to RESOLVE
Listen to these customers so that they feel that you actually heard them completely and you know all their problems, don’t jump to a conclusion.
Counter their concerns by citing examples most preferably first hand experiences, this brings down their anxiety level. Watch if they seem satisfied. It will show in his facial expression, his tone and rate of speech.
Give out the solution with the assurance that this is a common issue and you have dealt with this before and they need not worry.

Best Wishes…

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~ by Harsh Bhushan on March 22, 2010.

One Response to “How to deal with a confused customer”

  1. i Deepak Mohite.

    Working in Jewellery Showroom, i had face lots of problem from customer

    1. customer having stone fall problem. they buy diamond ring from us on before two year so his problem is why stone are fall if i wear only occasionally this ring

    2.customer come to my store they select some design but they didnt final the deal they ok for our rates we give them 20% less on making but still they confuse so what to do for increasing my shop sale

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