Step #4 – How to close more customers on your product or service on the internet.
Editor's note: This is Step 4 of eight steps– "Don’t try to sell over the web without offering expert advice" of How to Best Manage the Sales Process with a Google Informed Client.
To close more customers on what you sell, you must be able to overcome objections, but in many cases you are trying to sell something over the web without ever speaking or interacting with the customer.
Here are suggestions that cover no direct communication, answering questions by only using chat, or giving the customer a reason to want to call or visit you.
While I recognize using all three methods may not be in your business plan, these items will help all of the readers as you will need to take into consideration at least one (if not all three).
Three ways to close more sales over the internet
1. Allow the customer to become completely informed over the web and add some key features that will help close the sale.
a. Building content and blogging.
Add in all the information that customers need to know about what they need on the site, and then post it in a blog on your site. By doing so, they will be able to find the answers to their questions or concerns while doing the research.
b. FAQ’s section.
Often before making a decision, customers are looking to have their questions answered. Your job is to have all of the responses to the most common questions asked in your Frequently Asked Questions section of your site as well as the question you might anticipate customers will ask.
c. When building your site, you must build it so that it is easy for any customer to find what they are looking for.
To close more sales, they must be able to easily find more information, your products and/or services, and your contact information.
d. Recommend and recognize other resources that you would anticipate they are interested in.
Be unafraid to help those customers who need to educate themselves before making the final decision.
Next- Ways 2 and 3 to close more sales over the internet
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2. Open a live chat with qualified experts who can read, respond, and react to communication.
Recently, I opened a live chat session to get more information on what I was considering buying.
When the person responded to the question, they indicated to me that they would have someone contact me the following day and all they needed was my phone number. This is not the solution.
If you are going to have a chat area on your site, you must be willing to either man it with the right people who are qualified to respond to live customer conversation, or you must train any third party company to do the same. Using a chatroom in your website can be a very powerful closing tool when done right.
The individuals must be prepared to carefully:
a. Read every communication carefully.
b. Respond in a professional manner and be sure they clearly understand what the customer is asking for.
c. React to the requests of the customer, while trying to direct them to making a decision to buy (if possible).
3. Be able to respond when the customer calls.
Remember that Zappos became most famous for how they handled their customer service, while they were selling shoes on the web.
When Zappos launched, the “experts” indicated this wouldn’t work, as a customer would need to try on the shoes before completing the purchase. Their ability to empower their team in the call center became the word of mouth and online review campaign solution to their growth.
So how can you do the same?:
a. If possible, answer your own calls. No one is more qualified or cares more about what you have to offer.
b. Listen to what the customer has to say and ask closing questions on the call to close the sale.
c. Empower your call center team to take care of the customer in a common sense way that will help them grow your business.
All too often, I call in and hear the person on the other side say things like, “we can’t”, “our policy states”, and “I am sorry we are not able to do that.”
Success with closing more customers online will be based on your ability to deliver what you have to sell in a format that gives them options that best fit their needs.
MAKING YOUR PLAN TO CLOSE BUSINESS ON THE WEB
To attempt to close more business on the web, if that is at all possible, you must look to keep your site simple.
An example of some of the most successful sites that accomplish this are Amazon, EBay, and Craigslist. In none of these examples is the site focused on complicated graphics or fancy designs. Even service sites like Skype, Google, or WhatsApp have kept things simple.
When making decisions about how to build a better closing tool, make sure you look to simplify your sites navigation with the customer in mind.
Related articles:
Making a Plan to Demonstrate Your Business on the Web [Video]
Clients Will Go Beyond Your Website To Research Your Business
Isn't Everything Posted on the Internet True?
How to Manage the Sales Process with a Google Informed Client