How to handle difficult customers

When a customer is upset and asks for a manager what do we do?

• Try to calm them down

• Call for an MOD immediately

• Tell them we handle complaints

• Give them attitude

When a customer is upset what is the first step we should take to try to deescalate the situation?

• Ask questions

• Call an MOD

• Listen and allow them to vent

• Tell them it's not that deep

What strategies do you use to calm an upset customer?

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What body language shows the customer you are listening?

• Lean in

• Eye contact

• Nod head

• Staring off into space

If a customer is being aggressive and using vulgar language towards you, what's the next step you should take?

• Cry

• Call over security

• Curse back

• Tell them to get out

If a customer is unhappy with THC percentages of Tryke flower, how do you handle the situation?

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If a customer is upset with prices, how do you handle the situation?

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If a customer is upset because of their wait time, what do you let them know?

• Apologize and let them know they can order online and skip the wait

• We are faster than Natures Medicine

• It is what it is

• Tell them cry about it

If a patient is upset because they feel we don't have a wide enough selection, what do you say?

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What are some of the challenges you have been faced with in day to day sales and how did you handle them?

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