Most companies pride themselves on being the "expert" in their field. I as a consumer am willing to pay a higher price for your expertise. But does your knowledge include good service and more importantly patience?
Human beings as a species are quite curious. When spending hard earned money a person can be exceptionally curious about the details of the deal, what the product does, how long the warranty lasts and what outcome they can expect.
3 avenues you should BE SURE to use....
- Offer a live chat for online orders. It adds an extra step on your end but it takes the confusion away for a potential client who is not sure if they should order option 1 or option 2 and eventually end up ordering nothing because they do not want to take the time to call.
- Follow up with all inquires within 12 hrs. A 24 hr turnaround just isn't good enough anymore. With as fast as the world and internet are moving people do not want to wait around for you. Assume they sent the same question to at least 5 other people, so you better be the first to respond.
- Provide explanations in layman's terms. No one wants to look stupid so there is a good chance they wont tell you they don't understand. (They'll just go to someone else who speaks their language. )
Address all their needs, make them comfortable in working with you and you not only make a sale, but gain a sure fire referral source and GREAT word of mouth advertising.
