| A | B |
|---|
| solving difficult-customer situations can benefit your company by generating THIS | repeat business |
| solving difficult-customer situations can benefit you personally by helping you gain THESE skills | communication |
| the type of customer that is confrontational and angry | argumentative |
| type of customer that does not want to wait in line and is very loud about complaining about it | impatient |
| Customer type is sometimes nice sometimes mean | irritable/moody |
| customer type when a customer doesn't seem to want your help | leave me alone |
| customer type that says rude things to you personally | insulting |
| customer type that is unhappy about everything and lets you know | complaining |
| customer type who tells you you're doing things wrong and they know better | domineering/superior |
| customer type that doesn't quite believe you and asks many questions to be sure | suspicious |
| customer type that remains silent thinking when you ask if they need help | slow/methodical |
| customer type that says something untruthful to get their way | dishonest |
| the best way to handle argumentative customers is to ask THESE | simple polite questions |
| the best way to handle dishonest customers is NOT to jump to quick THESE | conclusions |
| the best way to handle impatient customers is to first get agreement on THESE | common points |
| best way to handle slow/methodical customers is to help them along by NOT doing THIS | overwhelming them |
| the best way to handle suspicious customers is to explain or demonstrate good THIS as many times as needed | service |
| the best way to handle irritable/moody customers is to be consistent with THIS | positive behavior |
| the best way to handle leave-me-alone customers is to NEVER press for this | sales/decisions |
| the best way to handle domineering/superior customers is to let them have THIS | their say |
