How to Deal with Difficult Customers or Unsold Sales

Giang said: “ With each different object, there must be a different way of behaving, my child. For example, old men, they are just like your grandfathers, so you have to tell the truth so they can buy, why would you dare to challenge old men? Or students like you and my child who come here to study also have to save every penny, so how can they have money. Even if you challenge them, they still can't buy, so why challenge them? Just say a reasonable price with a little profit and we will sell. As for young people or those who study and look rich and powerful, you have to challenge them. Because it's not the money they worked hard to earn, so why would they be stingy? In general, each person is different, old women are different, middle-aged people are different, depending on each person. Or like 45-50 year old men, it's true that when they bargain from the ground up, you have to raise the price so they can negotiate, but if people like that tell the price close to the price, they will pay less than the capital, so where can they get the money to sell? In general, the wind blows in the direction that it blows .

Photo taken on Ba Trieu street

Selling as many goods as possible at the most profitable price is the top priority of street vendors. Therefore, they often have different ways of behaving with each type of customer. With good, gentle people, they often behave gently and politely. With

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Terrible people are often tactful and humble. With bad people like thieves and drug addicts, they often try to avoid or give up, losing some of their goods rather than losing everything. Arguing with customers is sometimes a self-defense mechanism that street vendors learn in their life of making a living by selling on the street.

In addition, we also studied how vendors behave when encountering difficult customers or when sales are slow. The research results show that the majority of vendors (56.2%) choose to politely and patiently invite customers. According to them, if they are polite and patient, they may calm down and buy for them. 27.2% of vendors choose to ignore or walk away. (chart 3.16)

Chart 3.16: How to behave when meeting difficult customers or when there is no sales

3.0%

19.5%

7.7%

13.6%

56.2%

Arguing with guests

ignore

Leave

Burning soul

Politely and patiently invite guests

0% 10% 20% 30% 40% 50% 60%

The above figures show us that when meeting difficult customers, depending on the situation, street vendors may show one attitude or another, but most of them choose to act gently, not to offend customers and somewhat suffer for themselves.

When I meet a picky buyer who keeps placing orders and choosing too many, I feel annoyed because it destroys all my products, but I still have to be gentle and say tactfully that I will choose the fruit I like, but if I show an attitude, they will be upset and may even scold me (female, fruit seller on Vinh Phuc street).

However, not all street vendors behave well when meeting difficult customers, with 3.0% of vendors

arguing with guests. This is

The reason is that the personalities and temperaments of street vendors are different, as well as the qualities of street vendors are different. Second, the experience of trading has taught them how to behave.

For cases where customers have words or attitudes that offend them... Burning the soul, this is the phenomenon of street vendors burning paper, waving it around their stall to ward off bad luck when there are no customers or there are difficult customers. In our study, only 13.6% of street vendors chose the solution of burning the soul, hoping for good luck.

Not only do street vendors have the skills to deal with customers, they also have the ability to deal with bans and police raids to seize their goods. When we found out why street vendors still sell on some banned streets when the ban on street vending was officially implemented, they all said that they had no work in their hometowns, but seeing that everyone else was still selling, they came back, as Ms. Duong Thi H said: "Implementing the State's policy, we went back to find work, but seeing that some of the women who were able to go back home were spreading the word, we invited each other to come back... "

When the police are working, I just avoid going, just go past or late when the police are working. I go to other streets to sell and come back a little later, maybe the police will come back at 7pm, so I come back later, around 8pm (Pham Van T, 21 years old, selling clothes)

Along with the ban on street vending on some streets and historical sites, the police's crackdown on street vending has also become tighter and more severe. But as we can see, street vending still happens on many streets, and even on streets where street vending is prohibited, street vending can still stand and sell at certain times.

This shows that street vendors are able to cope with the ban and police raids, they know the police inspection hours and go during the hours when they are not inspected by the police.

Through studying the behavioral skills of street vendors and their ability to cope with the ban, we found that most street vendors have more or less experience in recognizing each type of customer and know how to behave flexibly with each type of customer.

Chapter 3 Summary

The results of the practical research have given us a fairly complete portrait of rural street vendors in Hanoi. The social characteristics of the individuals show that they come from many different hometowns such as Hung Yen, Nam Ha, Nam Dinh, Bac Giang, Thanh Hoa..., with low education levels, so for them, street vending is suitable. The items they sell are often very diverse, such as: flowers/fruits, books/lottery tickets, food, vegetables, ceramics, clothes... Street vending is a hard job but the income is not high compared to other jobs in society. Street vendors have to spend very frugally on food and accommodation to be able to send money back home to help their families.

The psychological characteristics that we analyzed in this study show that the reason why rural people go to the city to sell goods is for economic reasons. For the purpose of making money, most street vendors do not have the need to visit or entertain - a need for themselves, but only the need to connect and share with their families in the countryside. Most street vendors perceive their work as meaningful and convenient for the people of Hanoi. They perceive that street vending also brings beauty to the capital, but this work also has negative effects on the aesthetics of the streets and urban traffic. There are prominent differences in personality between male and female street vendors, in which women are often more skillful and have more charm in selling goods, while men are more sluggish, hot-tempered, and slow-witted. Street vendors have concerns when they are away from home: They are afraid of wasting their remittances, they are worried about their health, about temptations and falling into the city, they are afraid of being robbed, afraid of accidents, afraid of being arrested by the police. However, most of them are satisfied with the income from street vending. Typical characteristics of street vendors are hard-working, diligent, skillful and wise. Most street vendors are able to recognize customers, respond to the handling of police/management officers. All research results in chapter 3 on these issues

The social and psychological characteristics of street vendors allow us to confirm the hypothesis of the research topic. Firstly, street vendors come to Hanoi to make a living mainly for economic reasons. Secondly, the higher the income of street vendors, the more satisfied they are with their work. Thirdly, most street vendors have typical characteristics of being hard-working, patient, skillful and wise. Based on the results obtained from the questionnaire, in-depth interviews, and case studies, we have a comprehensive view of street vendor migrants in Hanoi and from there draw conclusions and recommendations.

1. Conclusion

CONCLUSION AND RECOMMENDATIONS

Research on street vendors on the streets of Hanoi is a topic of both theoretical and practical significance. This topic contributes to supplementing and enriching studies on economic migration, studies on the street vendor situation in Hanoi and studies related to sociology, psychology, gender, etc. On the other hand, the research results of the topic will be the basis for policy makers to propose measures and ways to help and manage street vendors better. Through research on 328 people, we draw the following conclusions:

1.1. The street vendors are all essential, easy-to-consume items that meet the needs of people in Hanoi such as: food (sticky rice, bread, banh khuc, green rice flakes, spring rolls, etc.), vegetables, flowers and fruits, groceries (key chains, lighters, personal items, etc.), clothing, plastic goods, books, newspapers/lottery tickets. The street vendors' work is quite hard, but their average income is quite low (1,000,000 - 1,500,000 VND/month) while they have to wake up very early and often go to bed quite late, some others have to sell at night.

1.2. The main reason that motivates farmers to go to Hanoi to sell their goods is because of economic difficulties and they need money to cover their living expenses. Their regular contact is chatting and sharing with sellers in the same village, same profession and with their families in the countryside. Almost all street vendors do not care about personal entertainment needs or any activities other than street selling.

1.3. Street vendors realize that street vending is a profession and this job is very meaningful to the people of Hanoi, because it brings

convenience, on-site service, easy to choose. However, for them this is not a stable job because street vending is very erratic. Especially since the ban on street vending on some streets, they feel that street vending has become more difficult.

1.4. There are differences in personality and style of behavior between male and female street vendors. Women are seen as more hardworking and skillful than men, they are more popular with customers and have more charm in selling. Male vendors are often more honest, slow-witted, slow-witted, and have a hot temper, not as gentle as women.

1.5. The typical personality traits of street vendors are diligence, hard work, dexterity and cleverness. These characteristics help them to earn a living as street vendors and make their work smooth.

1.6. The mood of street vendors is expressed very differently depending on each situation, which is the anxiety when being away from home; the anxiety when going on the street to sell, fear of being robbed, fear of traffic accidents, declining health; and the illegality of the street vendor's residence, fear of being arrested by the police...

1.7. Most street vendors are able to recognize customers and deal with police/management. Most of them are satisfied with their jobs and those with higher incomes are more satisfied with their jobs. Although they are always aware that street vending is a very hard and unsafe job.

2. Recommendations

The research results obtained allow us to draw the following recommendations:

2.1. Our research shows that street vendors are still not very conscious in selling their goods. Therefore, the authorities need to help

Street vendors should raise awareness of building a civilized lifestyle on the streets where they are allowed to sell. On the other hand, street vendors need to be responsible for ensuring street hygiene, and must know how to protect themselves.

2.2. Our research shows that while in rural areas, where arable land is limited and there are no side jobs, farmers still have to survive and develop. On the other hand, the food needs of Hanoians still need the supply of goods from street vendors, so the phenomenon of street vending cannot be ended overnight. Should the market management board set aside a certain area in the market for street vendors to sell and charge a fee by day or by session to both ensure the rights of street vendors and ensure security and order?

2.3. Research shows that most street vendors do not register for temporary residence. This affects security, order and the issue of ensuring rights and obligations for street vendors. Therefore, it is necessary to require street vendors in particular and migrants in general to register for temporary residence to manage population, ensure security, order and safety for themselves.

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