Dealing with the Know-It-All Customer
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Dealing with the Know-It-All Customer

CEDIA
Jun 06, 2014

Know-it-allA well-informed customer can sometimes be a home tech pro's dream. A true enthusiast doesn't have to be convinced of the benefits of home technology, and they're often open to more cutting-edge, high-performance solutions that let your company truly show what it's made of.

However, dealing with a know-it-all customer can be difficult. Oftentimes, they want to show off how much they know about home technology, but what they "know" may not be much at all. A good salesperson knows how to sell to someone who wants to feel like he or she is being treated like an expert, even if it means using a few tricks of the trade to keep customer feelings unbruised.

From a Psychology Approach


For the know-it-all type of customer, Caring.com presents a few tips for how to deal with any kind of person who won't let you voice your own opinion and expertise. Try to be be deferential, but also remember to assert that you know what you are doing. This customer has shown they value being more informed than the average bear - or at least feeling more informed. Start by acknowledging they've done their research. After all, if they've come to your business rather than the big-box store; They're clearly off to a better-than-average start.

From there, explain your products and services in a way that makes them feel you're giving them inside knowledge on technology trends and product lines. It's OK to talk a little over their head here; it will make them feel they're getting specialized knowledge while also reminding them that you do this for a living and know the market inside and out.

From a Business Approach


If you're thinking of handling your know-it-alls from the point of view of making a sale, just let them talk as much as they want, and if they say something that is contradictory to the truth, simply present the facts in as concise a way as possible. "This speaker produces this many decibels of sound." Just the facts. Show them exactly what it says on the box. People who think they know everything often will simply refuse to believe you without any sources. So cite some sources.

Don't Get Angry


Know-it-all customers can sometimes push people's buttons. The trick is to be as calm as possible. Some know-it-alls will show up at a store, browse, show off their "knowledge," and not buy anything. But others will go ahead and buy something if you let them talk long enough. Just keep a level head throughout.

To summarize, the easy way to deal with know-it-all customers is to smile, be friendly, courteous, and listen without interrupting. If you let them talk long enough, you may find they are interested in a solution that matches their image of a well-educated buyer, which, after all, could be toward the higher end.



For more insights into customer service and sales, check out these titles from CEDIA's Online Training library:

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CEDIA blog posts are intended to provide general information and should not be regarded as legal opinions or advice.

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