Tell Customers What to do Next

by Kori Rodley Irons | More from this Blogger

06 Jul 2008 03:37 PM

I realize that this title sounds pretty bossy and that is not really what I am advocating. What I want to talk about is how we need to guide and direct our customers and clients instead of assuming that they will realize when it is time to make a purchase or tell us when they need our products and services. Often, we need to be the ones to lead the conversations and interactions in order for them to realize what is expected.

This can be a sensitive reality that requires some tact. After all, we do not want customers to know or feel like we are telling them what to do and we want them to have a sense of free will. They really need to make decisions about purchases, services, contracts, etc. for themselves but they may need a little nudging to get to that place. For example, let us say that you have explained your product and what it does, you have shared the price, your policies and all of the stuff that the prospective customer needs to know to make a decision. You can either press for an immediate decision: "Now that you understand what this product does, I would love to get you one today. Would you like to pay for it with cash or credit card?" Of course, the person can still say no, but you have let them know quite clearly that it is time to make a purchase. If you sense that they are still on the fence, you can tell them how much time you will give them to think things over: "Now that you understand what the product does, I am going to give you a couple days to think about it. I am going to give you this information and then I will call you on Monday to see if you have any questions or would like more information before making your purchase." Again, you re letting them know what is "coming next" without being overly pushy or aggressive. This technique can take a way the confusion and mystery and make things very simple and understandable.

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