Selling to Tough Customers

Duration: 0:19:00

Creator: CRM/McGraw-Hill Films

Format: 16mm

Color: Color

Sound: sound

Description: Uses a police lineup of four "tough customers" to present vignettes which demonstrate techniques for dealing with difficult sales situations. Identifies four common customer types as the complainer, the know-it-all, the indecisive, and the unresponsive. Suggests attempting to assess the customer's personality and modifying one's own behavior to overcome personality conflicts. Concludes that a fundamental selling skill is the ability to judge a customer's personality and respond flexibly.

Complete Record: , Uses a police lineup of four "tough customers" to present vignettes which demonstrate techniques for dealing with difficult sales situations. Identifies four common customer types as the complainer, the know-it-all, the indecisive, and the unresponsive. Suggests attempting to assess the customer's personality and modifying one's own behavior to overcome personality conflicts. Concludes that a fundamental selling skill is the ability to judge a customer's personality and respond flexibly.NOTE: Two (or more) records have been merged together to create this data.