Knowing the types of customers is essential to the success of any company. After all, in times of internet and social networks, for many users, service and experience as a whole is as or more important as the price of the products or services offered.
In addition, by knowing the profiles of Brazilian customers, your company tends to gain competitive advantage by offering better goods and services, understanding the needs of consumers, etc.
In order for you to work out the best strategies and succeed in your investments, the following are types of customers that every business comes across at some point. Keep up with us and learn more!
1. Confused customer
The confusing customer is one of the most common profiles in any thread. In general, he has a sense of what he wants to acquire, but he has difficulties in describing details, making the dialogue with the clerk a bit confusing.
To handle this profile, you need to demonstrate patience and expertise. By having in-depth knowledge about their products, the clerk can ask strategic questions to correctly identify the user’s desire.
In addition, it is advisable to present a specific number of options for the customer to decide, to dynamize the service and to actually deliver a product of value.
2. Undecided customer
Despite the name, unlike the previous profile, the indecisive customer tends to be more sure about what they want. Your journey continues quietly until the moment of finalizing the purchase, is when the questions begin.
In the final part, this customer profile is unsafe, starting to doubt if you really need the item in question, if the company is the best place to make the purchase, among others.
Here, work is needed to reverse or confirm the situation. As explained, the user knows what he wants to buy, but he doubts if he really needs to do it at that moment.
The best way is to focus on the consumer’s need and not simply on the product, creating an emotional connection. Understand the reasons that led you to start the buying journey and show how it will benefit by finalizing the process.
3. Rushed customer
The rushed customer is also one of the common profiles among Brazilians. At some point, you yourself have already entered an establishment to buy something or started a negotiation already looking at the clock, thinking about the time to leave.
To ensure that everything happens as expected is essential to suit the customer’s time. You will hardly be able to convince him to extend the negotiation, so it is not worth risking.
Focus on the arguments and benefits of the product or service that will be purchased. In addition, if there are bureaucratic issues that are not mandatory, present them briefly in order to expedite the operation.
4. Decided customer
The determined customer tends to be the simplest to be worked on, if the clerk presents a vast knowledge on the subject. Because someone is already convinced of what they want to buy, this consumer usually shows up well informed about the brand and the competitors. It is necessary to be above expectations.
In this sense, the employee cannot make the slightest mistake, allowing the customer to raise doubts or questions. If this happens, the probability of withdrawal is high. Here are some tips for dealing with this profile:
. leave the customer to make the decision in their time;
. don’t be extensive in the presentation;
. keep active listening.
Anyway, these were some of the most common types of customers in different segments. A great way to fit all profiles is to have smart tools that track users’ journeys. In addition, it is important to invest in the qualification of the service teams, ensuring excellence in every journey.
Did you like the article? Do you have any questions or suggestions? Leave your opinion in the comments.
About de Blog
The VMI Portal is a portal of news and information on systems of collaboration between suppliers and customers, which is growing continuously. The idea is to promote and disseminate the concepts of Supply Chain Management (SCM) and Vendor Managed Inventory (VMI), among other topics.