The greatest reward for any business is to have repeat customers. There are definitely a few things needed besides selling a banging product. How you handle the transaction from beginning to end will be the true test to see if what you have will keep them coming back. I will share a few things I do that work and you can implement them into your strategy.
- Show Empathy.
- Be Friendly.
- Provide Value.
- Listening is important.
- Leverage Technology.
- Provide Options
- Appreciate Your Customers.
The greatest reward for any business is to have repeat customers. There are definitely a few things needed besides selling a banging product. How you handle the transaction from beginning to end will be the true test to see if what you have will keep them coming back. I will share a few things I do that work and you can implement them into your strategy.
I’ve been in a customer advisor role for almost 30 years now. Whether in person or on the phone the basics are still the same. On first contact simply acknowledge your customer. There are several ways that can be done. In-person a smile, a head nod, or simply saying hello how may I assist you goes a long way. People want to be addressed. Even if a customer is not ready to buy and merely looking at that time. They will remember that you offered to help
A good rule of thumb is to be friendly and open for questions or concerns. Knowing your product and how it can add value speaks volume. Getting to know their likes and dislikes by having a conversation will enable you to solve any problems or pain points they may have.
Listening is so important. You must use your eyes and intuition to do so. Often the customer may not know what they want and may not know how to ask for help. You have to be able to hear what they don’t say. I kindly ask if they have a budget in mind? It is not a good feeling to recommend a product that is out of their reach.
As they approach checkout it’s best to have several payment options available. Consumers love options and the ease of selecting the options. If they are checking out on your website it should be as user-friendly as possible.
These are just a few basic skills that I utilize daily. However, once you have greeted, smiled, listened and assisted your customer it will all be in vain if you do not say thank you or I appreciate your business at the end of your sale. People remember gratitude. Saying thank you verbally is only one way. You can write a personalized note, provide free samples, include something extra or provide a discount on a future purchase.