Q.Different customers must be handled differently. Explain, with examples, how a salesman should deal with any five types of customers. (5 marks)

The answer should name five recognisable customer types and give the correct handling for each.

No two customers are alike, so a salesman must identify the type before him and adapt his approach. Any five of the following, with correct handling, earn full marks:

1. Silent / reserved customer — speaks little and reveals nothing. Handling: draw him out with polite, open questions, be patient, and give a clear, unhurried demonstration that lets the product speak for itself.
2. Talkative customer — chats freely and wanders off the point. Handling: listen courteously but steer the conversation gently back to the product and towards a decision, without cutting him off.
3. Hesitant / undecided customer — cannot make up his mind and fears a wrong choice. Handling: narrow his choices, offer clear guidance and reassurance, and highlight the best-suited option without pressure.
4. Impatient / hurried customer — is short of time. Handling: be prompt and brief, show exactly what he wants, and complete the sale quickly.
5. Suspicious / doubtful customer — distrusts claims. Handling: give honest facts and proof, demonstrate the product, and avoid all exaggeration so evidence removes the doubt.
6. Argumentative customer — likes to dispute. Handling: stay calm, never argue back, answer with facts, and let him feel the decision is his own. …