Difficult shoppers come in two different varieties: time wasters and profit cutters. Wasters passively cost you money because they keep you from attending to tasks. Profit cutters actively reduce your profits, mostly due to haggling, which is asking you to reduce your already well-though out price. Here are some suggestions on dealing with each type of difficult customer.
Arts and Crafts Loiterers
I don't think I'm particularly a curmudgeon but I have somewhat of a lack of patience with looker customers who keep me from connecting with actual customers or performing basic shop maintenance. We all know that in the absence of customers, there is always work to be done in the shop like straightening shelves, receiving and opening shipments or paying bills.
So, my attitude is - raining outside and you need a dry place to wait out the storm? Wife in the shop next door buying shoes and you're bored? Wonderful, come on in - just don't break anything or become a nuisance.
Many looker customers don't realize that even though they're just marking time, you're not. This is your business - you know - the one, just like theirs, that you use to put a roof over your head. They chat with the focal point of the conversation not how you can assist them in making a purchase but with purchases they've made from other artists, their budding crafter child and what art schools you recommend or where they have seen your products, only less expensive. You get the point.
Also keep in mind that a time waster can turn into a profit cutter if they keep you from connecting with serious customers.
Dealing with Arts and Crafts Loiterers
Is it possible to turn a loiterer into a customer? Well, of course it is - everyone is a potential customer! Hone your people skills so you can tell the difference between a maybe and a definite no.
When shoppers approach your craft booth or enter your shop, don't ask open-ended questions. Instead of asking 'Can I help you?' try 'What are you interested in buying today?' and name a few of the items you sell. Most times, a dead-end response to that question tells you if you have a maybe or a true no-sale loiterer. Of course, what's worse is if a maybe turns into a yes that eats up 15 minutes of your time making a $5 purchase while other customers leave your booth area because they can't get your attention.
If loiters get in the way of real customers, it's your job to diplomatically get them out of the way. In this instance a simple 'excuse me' then focusing your attention entirely on the other customer usually does the trick. Although sometimes, the craft show talker will need an extra little polite push.
Next page - dealing with the dreaded haggler.
