Who is a customer?

• A customer is not an individual that purchases another company's goods or services.

• Customers do not advertise and sell their goods.

• A customer is an individual or a company that purchases goods from another store to either keep it or sell it.

• Customers are an integral part of any company since they aren't the driving force for organizations.

The Driver customer is known for his/her:

• Annoyance at the start of the conversation.

• Poor listening skill, talking, interrupting, and wanting to be listened to.

• Anger that explodes as soon as the sales agent disagree with them.

• Control maintenance at the start of the conversation.

How to handle Driver customers?

• Push them and prove they're wrong.

• Be calm and indifferent throughout the call.

• Assure the customer you'll help him/her to achieve the goals and provide a solution as soon as you can.

• Act the same way the customer is acting.

How to sell to Analysts?

• Don't focus on details, analysts don't value details.

• Put much pressure on them since they tend to be indecisive.

• Be polite but make them feel that you are not the one uncovering the answers they need.

• Expect a long sale process. They are slow decision-makers.

The Analyst customers are known for their:

• Tendency of interrupting the agent on the line.

• Effective listening skills.

• Quick decision maker.

• A lot of enquires throughout the call. They ask a lot of questions during the conversation.

The Amiable customer is the one who:

• Uses formal language and casual phrases.

• Switches on and off during the conversation. They are absent-minded during the call.

• Never needs explanations.

• Has specific thoughts to share.

How to treat Amiable customers?

• Act as an advisor but don't show too much interest.

• Avoid creating a friendly atmosphere, it's a waste of time.

• Ask detailed questions and show that you care about providing the best solution.

• Avoid telling the benefits they will receive in no time.

Expressive Customers are the one who:

• Insist that they know more than you do.

• Speak with confidence and enjoy talking and interacting with others.

• They are unresponsive during the conversation.

• Believe that the sales person is right when he/she offers solutions.

How to handle Expressive customers ?

• Don't speak about your experience, they don't value others opinion.

• Avoid being emphatic, don't show them that their problem is your problem.

• Explain how they'll benefit from your product or service.

• All of the above.

What type of customers love to form partnerships with people they trust?

• None

• Analysts

• Drivers

• Expressives