Sandeep Kumar Sharma

Roll No. 17225780020

Objective: Behaviour skills for customer management

Different Customer Personalities

1. Timid

2. Knowledgeable

3. Analytical

4. Egoistic

5. Chatty

6. Irate

7. Business like

Timid Customers: Bankers should show interest in these type of customers because they are
shy in nature due to inexperience of buying. They use relaxed body language and always
smile and use their name often.

Example: Bankers should give space these type of customers and communicate in a well
polite manner. If customer is using Hindi or English language, bankers should use that
language in which the customer is feeling comfortable.

Knowledgeable Customers: These types of customer usually show that they have the
knowledge regarding the products and services which you are offering to them. They use
the technical term.

Example: bankers should not make boasting about the products and services in front of
these customers because they are well known with the terms up to great extent. If a
customer asking for saving bank account interest rate and reimbursement of amount due to
failed ATM transaction, bankers should tell them properly and carefully: Their tone and
remarks will tell you more than the actual words

Analytical Customers: these customers give logical reasons. They tend to make decisions
more slowly so provide details to fill in the missing pieces for them. The buying process
might be longer for analytics because they spend more time fact finding.
Example: bankers should try to make feel these customers they are right. They tend to
make decisions more slowly so provide details to fill in the missing pieces for them. The
buying process might be longer for analytics because they spend more time fact finding

Egoistic Customers: Do not react emotionally while dealing with these customers. Maintain
Eye contact. These customers fill valued when personalized services are offered. If the
customer has wrong information about the product then explains him without hurting his
ego.

Example: These types of customer normally in the age group of 45-60. Please offer
personalized services to these customers as per their demands if u can. Never try to stick
your product to these customers. Make focus on their needs.

Chatty Customers: These types of customer have very friendly nature and pleasant. Dealing
with someone who is overly talkative can be frustrating, but when handled gently with
kindness and professionalism.

Example: Be cheerful and pleasant while still acting in a professional manner, especially
when your customer wants to chit chat. Ask direct, closed-ended questions that can be
answered with short responses.

Irate Customers: An irate customer is a customer who is very angry because he feels
cheated.

Example: Stay calm while dealing with these customers. Have smile on face and understand
what customer is saying. If it is a customer- loss or risk, offer some form of compensation to
the disgruntled customer by checking with your manager.

Business-Like Customers: Deal with professionalism. It is easy to have good business with
these. State all facts about products and services. Tell benefits of product to the customer.