Question

Read the following scenario, then decide which type of difficult customer is being depicted and discuss what the employee can do to deal with them effectively. Employee (showing travel brochures). We've talked about several of these great vacation packages which would be perfect for your family's budget. Is there any one that you are more interested in?. Customer (staring at the brochures). I'm not sure, really. They all seem so wonderful, but maybe I should wait before making a decision. Employee Well, the Early Bird rates I gave you are only good until the end of the week so I can't guarantee those prices much longer. Last time, you said you were going to speak with your husband about the choice. Did he have a favorite? Customer He said the decision is up to me, but I just can't make up my mind. Maybe I should wait until my son comes home from college. He might be able to help me decide''. In the given scenario, which type of difficult customer is being depicted based on their behavior?

A) The Aggressive Customer
B) The Indecisive Customer
C) The Impatient Customer
D) The Dissatisfied Customer

Answer 1

The type of difficult customer depicted in the scenario is the Indecisive Customer, who struggles to make decisions. The employee can effectively assist by providing detailed information, weighing pros and cons, giving them time to consider, and suggesting follow-up interactions.

Step-by-step explanation:

In the scenario provided, the type of difficult customer being depicted is B) The Indecisive Customer. This type of customer is characterized by their difficulty in making decisions, often wavering and hesitating, which is evident in the scenario where the customer cannot choose a vacation package and suggests waiting for more opinions.

To deal with an indecisive customer effectively, the employee should remain patient and provide additional support to help the customer make a decision. Here are some steps the employee can take:

1. Continue to provide clear and concise information about each option.
2. Highlight the benefits and possible drawbacks of each package based on the customer’s needs.
3. Offer to note down their preferences and give them some time to think, while gently reminding them of the time-sensitive offer.
4. Perhaps suggest a follow-up call or meeting after a short period to help them reach a decision.

It is essential for the employee to maintain a professional demeanor, actively listen to the customer's concerns, and guide them towards a choice without pressuring them.