Handling difficult customers

Question 1

5 strategies of conflict resolution?

Answer 1

1. Dictate terms
2. Problem solve
3. Arbitrate
4. Surrender
5. Negotiate

Question 2

8 types of difficult customer

Answer 2

Impatient, indecisive, vague, unhappy, demanding, impossible, talkative and angry

Question 3

What is the SPIN questioning technique?

Answer 3

Situation, problem, implication and need payoff

Question 4

3 Harvard negotiation behaviours

Answer 4

Soft, hard and principled

Question 5

3 universal rules of conversation?

Answer 5

1. My turn your turn
2. Once started we are both obliged to continue
3. Leave the conversation while not offending

Question 6

SMILES - Active listening?

Answer 6

Sounds, mirroring, impression stating, listening positions, echoing and summaries

Question 7

5 IRIS value proposition creation equation

Answer 7

Problem/opportunity identification, qualification of problem, compelling event identification, monetisation of problem or opportunity

Question 8

Cialdini’s 6 principles of persuasion

Answer 8

Reciprocity, scarcity, authority, commitment, consensus, likability

Question 9

6 steps to successful complaint handling

Answer 9

Listen, ask, empathise, apologise,, ask and provide a solution