There are 4 ways to establish trust with good customer
service. If customers know they can trust your sales
process, you'll get more sales.
This is what you need to do:
· Offer free services such as trial periods, free
downloads or free lessons.
· Have a fair return policy. Make buying your
product as risk-free as possible.
· Allow customers easy ways to get their questions
answered.
· Keep customers in the loop. Confirm orders, emails
and everything else.
Some of these steps will be covered in extensive detail in
other tactics. Here we'll just cover the basics.
Offer Free Services
One of the easiest ways to have customers trust you and
your product is to offer free trials, downloads or a free
service
If you sell anything digital such as software, music,
ebooks or online applications this part is easy.
A Fair Return Policy
A fair return policy does wonders for building trust and
creating customers who rave about your product. We cover
the process of creating a return policy in the tactic on
Designing the Guarantee.
Allow Customers Easy Ways to get their Questions Answered
From the moment the customer has the slightest positive
feeling about buying your product you must nurture this
feeling and help them avoid any fears. The way to do this
is to make your customer support system easy to use, fast
and effecient.
This involves two things. 1. Having a well structured FAQ
section on your site. 2. Having a phone or email address
where potential buyers can contact you.
In the tactic on Customer Service we teach you a fast and
efficient way to create a stellar customer support system
that generates more sales.
Keep Customers in the Loop
As soon as a customer buys your product or signs up on your
site, send an email that confirms their action and let them
know the next steps. Using an autoresponder system like
Autoresponse Plus lets customers receive instant
notifications when they sign up or make a purchase.
Use these guidelines to keep customers in the loop for a
signup or registration and a sale:
The Signup or Registration
Upon signing up, the customer should get a welcome message
confirming that the signup was successful, reminding them
what they signed up for and letting them know the download
or activation instructions.
At the end of the trial period, or the end of the
autoresponder free lesson period, the customer should get
notified by email on what will happen next. Will they get a
promo to make a purchase? Will their trial period end and
their login get turned off? Let the customer know what's
going on.
The Sale
In the brick-and-mortar world, it's said that the best time
to do a promotion is within the first 4 weeks after the
sale of a product.
In these first 4 weeks, customers are still looking for
confirmation that they have made the right choice by
purchasing the product. This confirmation is even more
important in the online environment.
Make sure to answer customer questions within 24 hours.
Stay in touch and be friendly and professional. Upon
completing the sale the customer should immediately get a
confirmation email.
When the product ships it's ideal to send the customer a
second email notifying them of shipment and providing
tracking information. A very good practice is to further
email the customer after a few weeks to see if they have
been using the product and to ask for feedback.
You can also use this opportunity to upsell them on further
related offerings. Why bother to remind the customer to use
the product? Well many people order things and then
procrastinate on using them. Have you ever ordered an
exercise machine from TV and then put it aside?
Many people have. Well, these customers will often not buy
from you again unless they consume or use your current
product. So, encourage them to use it.
----------------------------------------------------
Bjorn Brands is a successfull enterprenuer who transitioned
from having his own building company to a great online
business. Check out his site and see for yourself how he
can help you do the same at http://www.moneyacces.com
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