Customers who made us think on our feet!

From winning the deal with patience, to convincing customers with clarity, retailers like ANMOL and
Pandit Jewellers are taking various routes to handle difficult customers on a daily basis. Read more to
find out similar case studies.

CONVINCING WITH CLARITY

Gaurav Gaur, Director, Pandit jewellers, Bulandshahr

One day a lady came to our shop with her family to buy wedding jewellery. Usually, in a small town like ours, people come in big groups to shop for jewellery. The sales staff showed them some of our best wedding jewellery collections and they finalised some of the pieces immediately. However, after sometime few more people joined the earlier group and they started rejecting everything the first group chooses. Our staff befriended them and tried to observe their behaviour in order to gauge who was responsible for decision-making in the group. Finally, we identified the person and understood it was the bride’s aunt. It took us close to 4-5 hours in order to convince her and at last they bought 4 chains and 32 pair of bangles.

SPEAKING LOGIC

Niraj Agrawal, Owner, Meenakshi Jewel Palace, Meerut

Few months ago a customer came to my shop to buy gold bangles and rings. He had a budget of Rs.5 lakh. After going through the designs on offer, he selected few items,but the problem was that it was exceeding his budget. He quickly asked me to show a few lightweight pieces, instead. I could sense that he really wanted to buy the product I had showed him earlier, so I kept it aside and started showing him other items. After some time I deliberately brought the item back on the table and asked him to go for it. Finally he agreed and bought the pieces he had set his eyes on at the first go, without any compromises.

WINNING WITH PATIENCE

Ishu Datwani, Founder, ANMOL, Mumbai
I had a client, who was really obnoxious. She was a new client and had come to our store for the first time with another old client of ours. During the course of the transaction, she got a little abusive. But I kept my cool and didn’t say anything to her throughout the transaction. The old client of mine who was accompanying her eventually realized that things were getting out of hand, so she took this client away.

Subsequently, after about 20 minutes, my old client called me back and apologized. She said that the client who got abusive was actually going through a hard time on the personal front. She was going through an ugly divorce and was in the process of being separated from her husband. I understood that this was the reason, she was a little frustrated and eventually she vented out her frustration on me. This memory is very vivid in my mind. The only reason I got out of it without any altercation was because I kept my patience and didn’t retaliate or say a word.

EXPLAINING EXCLUSIVITY

Rahul Kohli, Owner, Deshraj Jewellers, New Delhi
Few months back one of my old customer, came to the shop to buy some exclusive and unique temple jewellery for her daughter’s wedding. After looking at the pieces we had in store, the customer was not satisfied and left my shop. She then went to the other jewellery shops, located in the area where our shop is. Next day the same customer paid me a visit, again. This time she was hopeful that I would show her some more pieces. When showing her the jewellery I told her that the exclusiveness of an ornament is subjective and it all depends on the perspective with which one looks at the jewellery. For some it can be exclusive and unique but for others it can be just a normal piece. She finally understood the logic behind my explanation and selected some of the best jewellery from our store.