Buyer’s remorse is the bane of many salespeople’s existences, especially when around 37% of people have it after a quick sale. If a prospect buys your product, but ends up feeling as though they’ve made the wrong choice, you won’t be looking at good results. In fact, if you don’t work to allay that remorse – or stop it before it’s begun – you might even lose a client in the long run.
You want to keep your customers from going to your competitors, so here are a few ways to avoid that dreaded regret, and get your customer satisfaction way up.
Be a fountain of knowledge
Any question your prospect has, you should find an answer for them. Give friendly, well-informed advice when they ask for it, and encourage them to ask about anything they’re unsure of. In discussions, you might even want to ask bigger questions yourself to make sure they don’t suffer in silence with queries that might trigger remorse later on. Questions like “Do you know about how this feature works?” or “Would you like me to show you how to do X?”. Get any big worries out of the way early.
Provide a great customer experience right from the start
Start off your customer relationship positively, and keep it going. Start with a welcome email, then keep them in the loop with monthly follow-ups inviting them to contact your company or check out interesting, relevant articles. Companies that engage with their customers frequently after a sale have shown to produce higher customer retention rates.
So always be friendly and welcoming. Over 52% of people feel unsatisfied after a buy, having felt pressured into the purchase. Removing this feeling can help nip buyer remorse in the bud. Your client should feel, through your actions and communications, that the sale is entirely their choice. Be helpful, truthful and accommodating throughout the buyer process and afterwards to provide a genuine customer experience.
Push product value
It would be amazing if you got a sale without pushing product value at all, but it’s pretty unlikely. Buyer’s need to know that the product they’re buying has adequate value to warrant the money they’re putting up for it.
When in discussions with your client, tell them about how your product works and what it will do for them. You don’t want to just say “our product is the best”, you want to tailor your discussion to them. Find out what problems they’re facing and then explain what aspects of your product will solve those issues. Your sale should revolve around the client, rather than the money, if you want them to feel satisfied after their buy.
By Alison Chambers, Content Strategist at CommuniGator Group Ltd - marketing automation platform for lead generation. Find out more here. For more sales strategy tips from the lead generation experts, check out CommuniGator's latest articles.