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Reduce Buyer Remorse

 
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CombinedNSP
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Joined: 13 Dec 2006
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Location: Cleveland, OH

PostPosted: Dec Sun 17, 2006 1:20 pm    Post subject: Reduce Buyer Remorse Reply with quote

Reduce Buyer Remorse

The Top Ten Ways to Reduce Buyer Remorse

1. Support Their Buying Decision.
After you complete the paperwork, congratulate them; welcome them to the family; tell them they made a wise decision; etc.

2. Ask Them Why They Bought.
People generally buy on emotion and then they begin to justify their decisions after signing the agreement. Ask them why they felt that now was the right time for them to buy; ask them how they will benefit from the products, services and/or the business; ask them who else will benefit from their buying decision.

3. Offer To Let Them Out Of The Deal.
This one may sound risky but it isn't. Tell them about all of the work you and your company will be doing to process this sale. Tell them that if they have any doubts about the decision they have just made, you'd rather know about it now instead of later. Explain that you will not have any hard feelings if they change their mind as long as they do it before you leave. Then, look them directly in the eyes and ask if they are happy with the decision they just made. They will always say yes because they have to justify their decision. I have found that this, more than anything else, will reduce buyer remorse and consequently, cancellations.

4. Tell Them All Of The Things You're Going To Do For Them
Tell them you're going to: Process and place their order, Check back in a few days to make sure they received their order, Arrange for them to come to a company event, Etc.

5. Tell Them What To Expect From The Products/Services and/or Business
If it takes time for some customers to see positive results from your products, be sure and point that out before you leave. If you do not, you could be faced with an unhappy customer when you call on them again. Educate them on how to use the products. Explain what THEIR role is in order to receive full value. If they are coming into your business, be careful not to oversell the opportunity and undersell the amount of effort they have to put forth to make things happen.

6. Tell Them What the Products Will Not Do.
You will dramatically increase the trust level between you and your customers if you point out to them some of the things your products/services and the business will NOT do for them. Revealing any limitations about what you're selling will convey truthfulness and professionalism and will build a bond that makes you and your company more attractive.

7. Ask For Permission To Stay In Touch With Them.
Your customers will always agree to let you stay in touch with them as long and you ask for permission to do so. By asking for permission, it fosters the relationship--it says that you care and that you'll be there for them even after the sale. You might ask for permission to call them in two weeks to see if they have any questions. Then you might ask for permission to call them in 30 days to see how they're doing. Afterwards, you might ask for permission to call them about every 90 days. These calls are even more powerful when you eliminate hype and aggressive selling during these calls.

8. Ask For Referrals.
This obviously needs no explanation other than... When a customer refers their family members and their friends to you, it confirms that they believe in what they just bought. It would be very difficult for them to have buyer remorse after referring several people to you. Like deciding to buy your products, they have to also justify their decision when they give you referrals.

9. Stay A Little Longer After The Sale.
After the sale is made, the paperwork has been completed and you have the check in your hand, now is the time to start building the relationship. You do this by not talking about business but about things that help you get to know them on a more personal level. Ask questions that allow them to tell you about who they are. Pay particular attention to details regarding their hobbies, passions, things they like to collect and their children's interests. If you can, find out their birthdays and anniversaries. Write these things down as soon as you can. Personal information will trigger ways to communicate with them and deepen the relationship. You'll become good friends and good friends don't get buyer remorse when doing business with each other.

10. Ask If They Have Any Questions Before You Leave
By asking if they have any questions, concerns or requests before you leave, it conveys that you want to make absolutely certain that you have met their needs and that you are there to serve them, not just to sell them.

Hilton Johnson, The MLM Coach
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