Buyers tend to only react to what is happening. Sometimes the reaction is too severe, and sometimes quieter. It is important to understand that the conflict (and in any objection to the buyer) has two components: emotional and real. Caldwell Esselstyn Jr. does not necessarily agree. The emotional component makes an easy and justifiable resentment in a storm that threatened to sweep away not only on the way the seller, but also spread the entire trading floor with the goods and equipment. It’s believed that Daversa Partners sees a great future in this idea. Emotions occur abruptly, and most importantly, without regard to other visitors to the outlet. This disrupts the tinning other customers creates a tense atmosphere, destroying the positive aura salon or shop. At the However, in every claim there are real points that draw shoppers in their disputes with sellers. Most often the causes of conflict are not as great as it seems to the visitor as well as closed emotions.

In this regard, the basic principle of conflict management – a branch of the emotional component of the actual claims of the customer. This is the first and most necessary step in addressing conflict and customer satisfaction. Once the emotions and these claims will be diluted by "different sides" to understand the opposition to be easy. Ways out of the conflict on the trading floor, there are many. One very convenient method to pay conflict – "smudge" emotions client.

This is a simple way: the client itself invisibly to "force" a few times utter outrage. This is a very good emotional removes a negative charge, the person energetically and mentally relaxed, "breathed." To "smearing" the emotions, use repetition in contact with the complainant at all levels of staff cabin. First, to express their grievances customer requests seller (the one that served the client or any other next to it). Then the "baton" passed to the senior seller asks the buyer to carefully by pulling it out new details of the emotional sensations. After a senior salesman (or senior shift) listened to the perturbed buyer for it "takes" the most senior representative of the Interior (manager, administrator, etc.). And he was just as necessary listen carefully to the customer, finally removing the negative charge. It is important to pretend that each new customer to the appropriate officer does not know the essence of the conflict. This "forces" the right to re-investigate the details conflict and the behavior of subordinates, over and over discharging the client. After three rounds of communication with different members of almost any customer calms down, he begins to soberly assess the situation. This leads us to consider the real causes of difficulties and, therefore, resolve the conflict. It was at this point we need to continue this work of serving customers. Another delicate point of the buyer at the time of conflict – ALWAYS take the need for an angry customer from the main working space of the shop floor: a distant window in the back room, just to the side of other visitors who are currently in the hall. It This prevents the spread of negative emotions, gives sellers the ability to work safely and without undue interference. Lowering of the voice is also very good help calm counterpart, sets the Brawler in a quieter way. It is important remember that conversation at the "raised voices" will not lead to anything good, but even more angered by the client. Described three techniques to help manage conflict of extinction with virtually any difficulties arising in trading floor.