How great experiences can turn into a sale
Making that sale can be a lot easier than you think. In fact, sometimes it seems to happen without even trying! So when might these situations occur?
Sometimes, a potential customer can be so impressed with the level of customer service that they are receiving, that they have one of those "shut up and take my money!" moments. You’ve cleared any doubts about whether or not they will purchase your product simply with your enthusiasm and willingness to help them.
The ability to "wow" someone like this can come very naturally, just follow this advice.
Step into my office
Although the customer is not physically with you, make them feel as if they have stepped into your office. Make them feel welcome and take care of their needs. Pour them a cup of virtual coffee if you can.
Be sure to respond quickly. People love having a reliable way of receiving fast answers whenever they need, so let them know they can count on you.
Use carefully chosen words
Aside from the obvious politeness guidelines to follow, you should also use words like "let’s" and "we" as much as you can. This will make the customer feel more involved and part of your team, and they will be much more likely to follow any instructions you give them.
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Make negative answers seem positive
Should you need to tell a customer no, always try to provide them with an alternate solution instead. For example, if they ask for a feature which your product doesn’t have, you can say "no, but you can try this workaround…" or if no workaround exists, then say "no, but you can submit a feature request…" – this will leave the customer much happier with your response, and perhaps install hope in them for the future.
And so that’s basically it.
These small and simple gestures can make all the difference to your customers and give you the winning edge over the competition. It’s easy advice to follow that everyone in the company should adopt. They will come for the software, and stay for the great company!
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