Page 0060

Page 60 JANUARY 2018 | RETAILERS FORUM MAGAZINE

forumworkshop

FORUM WORKSHOP

continued...

Listening requires concentration, patience, assessment,

and timing the reply. The customer

characters described require different timing

and different reply approaches. When to reply

and listening are skills developed from experience.

These are difficult to teach. However, if

you can get the initial clues, take an initial assessment

and tentatively identify the character,

you are on your way to winning timing. Reply

timing ranges from instant to very measured,

depending on the character. The following

schematic may be of help to you in assessing

when to reply.

WHEN TO REPLY CHART

TYPES OF CONSUMERS

Fast Freddie: Instant

Slow Sally: At the End

Loud Larry: On Cue

Lost Lucy: Instant, On-Cue,

Very measured, At the End

Poor Paul: Instant, On-Cue,

Very measured, At the End

Defiant Dan: On-Cue, Very measured

Threatening Thelma: On-Cue,

Very measured

Impatient Irene: Instant

Cautious Carol: On-Cue,

Very measured, At the End

Returnaround Rhonda: On-Cue,

Very measured

Social Sam: At the End

Important Irving: On-Cue, Very measured

Career Cathy: On-Cue, Very measured

Junior John: On-Cue, Very measured

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