The customer’s always right, but that doesn’t mean you can’t morph someone’s no to a yes in order to make or upgrade a sale. Staying cool under fire and following a few customer service tips allows you to create a positive customer service experience while increasing revenue for your company. Helping customers understand your products, removing barriers for the customer, and working to understand customer needs are some ways you can overcome the customer’s no.
Why They Say “No”
Customers say no to a product or service for a variety of reasons. Common issues that drive consumers away from an offer include price and lack of knowledge. Despite popular belief, the fastest way to yes is not always price reduction. In some cases, a substantial reduction in cost may affirm the customer’s no because it gives the impression that your product or service is not valuable. Instead of defaulting to discounts, customer service representatives should educate consumers about how products or services can improve their lifestyle, support business goals, or help with daily tasks. One of the most important customer service tips is to focus on educating the client instead of pushing the client to make a purchase. By providing positive facts and allowing the customer to make a decision, you create a relationship with the customer that can result in future revenue.
Getting to Yes
Sometimes, the customer is willing to say yes, but circumstances beyond his or her control make it easier to say no. If your store is hard to navigate, your website requires the completion of complex forms, or your phone system involves multiple layers of automated menus, the customer may give up before reaching a person or making a purchase. Use customer service tips to make every interaction easy for the consumer. On a website, customers want secure and simple processes, so don’t ask for unnecessary information or force customers to sign up for newsletters they may not want. The same customer service tips apply to in-person interactions””your job is helping customers, which means removing barriers between them and what they want or need.
Understanding Customer Wants
One of the best ways to overcome the customer’s no is to understand exactly what the customer wants. A shopper might say no to a new swimsuit until you present her with the perfect color or style to complement her shape; a parent might say no to a new video game until you explain how it educates preschoolers. Communication is usually on the top of customer service tips lists for a reason; ask questions, conduct surveys, and listen when your customers make suggestions or complaints. Once you find out what customers want, take action to provide the product or service and ensure consumers know how to get it.
You should never attempt to force a customer into a service or purchase. However, using customer service tips, you can provide education, service, or options that will convert your customer’s no into a yes.
About the Author
Nancy Anderson is the communities and article Editor for Beyond.com.Â Nancy has 10 years experience in the online job search business with Beyond.Â Nancy’s team produces dozens of articles every month for top internet sites.Â Follow Nancy and the Beyond team on https://twitter.com/BeyondJobs.