A seems better than B😩
But it’s cheaper 🤔
Does this mean B may be a better substitute 🥲?
As a business owner, you’ve most likely dealt with an indecisive customer (s).
Dealing with an indecisive customer can be very frustrating, but once you’ve learnt how to handle a conversation with them, it becomes easier. Plus, you’ll be able to close more sales.
What you need to know when dealing with an indecisive customer is that you have to make up their minds for them.
One big advantage of winning over an indecisive customer is that their lifetime value is quite high if they’re satisfied with your service/product at the end of the day. Indecisive customers are not prone to hop-shopping.
Once you get them and they’re satisfied with you, you’ve got yourself a repeat customer.
Here are 4 ways to deal with an indecisive customer:
- Find out why they’re hesitant.
It’s very easy to become angry and frustrated when a customer reaches out and isn’t sure about your product. Once you notice their hesitation, give them room to voice their concerns instead of being angry about their questions.
Believe it or not, people can sense your frustration with them even by text. Coax them into sharing their worries.
The more you know, the better you can respond well to their questions. If their worries are about quality, you can reassure them by sharing customer testimonials about loving their orders.
Whatever it may be, how you respond to the questions/worries will break or mar the possibility of them becoming a paying customer. - Make the decision easier.
Some customers are indecisive because they may be genuinely conflicted or undereducated about your goods or service.
Plus, it’s perfectly okay that a customer wants to have more information about the production process.
Be ready to educate them but not in a pushy way.
You can steer the conversation towards letting them know it’s fine to ask questions about your production process.
If your business is in an industry like food services, baking, skincare etc. you have to be ready to answer this question at any time and volunteer the information if the conversation calls for it.
Doing this will help the customer trust you, and once they do, that’s money in the bank. - Try to eliminate the barriers to that decision.
A customer may have decided to finally purchase q good from your business but may encounter a barrier to doing so.
If your business owns a storefront or website that may require card details, many people may be sceptical about adding their card details to a website no matter how secure it may be.
Provide options such as an option to pay by transfer, or payment on delivery if you can accommodate it. Other ways to eliminate barriers can include having a refund policy.
Nothing will scare off an indecisive customer like a bold red no refund plastered on your business page. Things may go wrong in delivery, product packaging, etc. so it’s better to create a refund policy that doesn’t hurt your business instead of outrightly cancelling the option. - Follow up with them.
You can employ this method before they make their purchase, and also after. You may decide to give them some time to consider what options they like best, like offering them a 10-20 minutes window to think about what best resonates with them.
This may be quite an unusual method, but your customer may feel heavily pressured if they feel they’re been hounded by you to make a choice. This may completely scare them off. Give them enough time to think, but not so much that they forget you.
Keep reassuring your customer about the worth and value of your products and watch their fears become appeased.
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