Do you run an online business?
Have you ever had a client ask you loads of questions about your service or product?
Have you had the same customer show deep interest in your product only to leave the conversation abruptly telling you they are not interested?
How does that make you feel?
Frustrated? Angry? Tired? Feels like the time is wasted.
It’s natural to expect a conversion once a conversation has gone beyond the simple ‘what is the price?’ and ‘how much will it cost to deliver?’ But what do you do when the conversation breaks down after a considerable back and forth.
The other day I read a rant on a Facebook page by an online business owner who was so angry at one of her customer’s ‘lack of respect for her time’ that she posted the entire conversation online for everyone to read. The customer had inquired about a product and then did not want to buy it from her. The inquiry, however, was spread over 3 days where there was obvious miscommunication also. The thread was 500+ comments long with majority of the comments disagreeing with the business owner.
What was unsettling about the whole scenario was posting a business case online for everyone to comment on when a sale and purchase is always a private matter between 2 people. While every customer may not be up to our standards, as business owners and humans we may not match everyone’s standards as well. For an online business it becomes a hassle to sell when the person is unknown and unseen. A few tips for getting across that barrier:
- Ask for your customer’s phone number and give them a call irrespective of their gender. You are selling a service or product. Make sure you create the database for future reference.
- While talking to the customer online, keep the tone unattached and emotions at bay. If a customer is taking more than 48 hours to decide on a product, there are more chances the customer will not buy it. The best way to turn this customer to your advantage is sending them a reminder when new products arrive or when you have promotions.
- When sending out reminders and cold emails, make sure to add options to opt out. That way you will know when you need to stop persuing the potential customer.
- Remember every connection is a potential customer but not necessarily one that will convert in one conversation. Make a database for your ease of all your potentials. Contact till you get your results.
Hopefully this can help online business owners in some way or the other. Emotion is hardly the way to go about it!