You may assume that your company will not benefit from the incoming calls. In the end of a day, customers usually call when they have some kind of a problem to solve. It seems like there will be no profits from such kind of calls. It's a mistake! In this article, we will show you how to convince the customer to purchase while using proven psychological methods.
How to convince the client to buy?
An efficiently operating customer service department creates the positive image of the brand and builds strong customer loyalty. What is more, customers may call you with questions regarding your offers. All conversations connected to complaints, queries or just clients’ comments can be managed in such a way, so they end up in sales. Do you want to persuade the customer to buy? You have to know the tricks. Here are some of the best ones!
1. Be natural and do not use the scripts.
Customers choose to call because they want to have a conversation with a real person, who will respond to their inquiries and answer the questions, even the unusual ones. If it was otherwise, clients would just keep on browsing the website.
For this reason, you should never use the ready conversation scripts. These kinds of prewritten replies sound unnaturally to the client and create a feeling of unwanted sale process. Customers are more willing to buy if they establish an emotional relationship with a consultant. Establishing such relationships will not be possible if the consultant reads the previously prepared conversation scenario
2. Ask about the clients’ well-being.
At the beginning of the conversation, while introducing yourself, ask the customer about his/her well-being. Research reviled, that sales increase significantly within the group of customers, who were asked about their well-being. You can also start a conversation on a positive note. An experiment conducted among waiters showed that positive comments increased the tip by 27%! During the telephone conversation it works too.
Read: How to talk to the client for the first time
3. Use names while talking with a client.
Find out what is your client’s name and use it from time to time. Psychological research shows that people like to hear their name and are much more likely to make a friendly relationship when the other side uses it.
While having a conversation in Polish, pay attention to polite forms. In English, you can address the client by name without fear of committing a faux pas. However, it is not so easy in Polish. Therefore, before you start addressing the client in this way, ask him if he agrees. With this technique, you will avoid awkwardness. If you do not want to offend the client, use the phrase "Mr / Mrs".
4. Prove that your products are better than those offered by competitors.
Highlighting the advantages of a product or service offered by your company is very important. Often, customers call companies to ask questions about the product to investigate the market. Therefore, if you have an opportunity, emphasize that your offer is better (because it gives access to some special functions, it enables personalization, it is better made, etc.) and/or cheaper than the competitor’s one (it is worth using specific values here, e.g. at 20%). If the offer is not cheaper – it is harder, but you can always mention that for a slightly higher price the customer receives a better product.
5. Keep initiating further conversation.
Lead and initiate a conversation, ask open questions and give the interlocutor a chance to develop the topic. Instead of saying: "So our product has this function", say: "Yes, (name of the client), our product has such a function and I will gladly tell you how it works."
6. Specify the positive characteristics of the customer.
Psychologists have proven if we mention some clients’ positive aspects during conversation, our attitude to them, they will try to act accordingly. How does this affect incoming calls and phone sales? When you talk to the client, try to highlight the importance of one, by saying: "You are one of our best clients" or "It's a pleasure to do business with you." In this way, you encourage the client to be the best customer!
7. Act on emotions.
We all like to think that our decisions are rational, but let's face it - most are influenced by emotions. When talking with a client, emphasize what positive emotions your product or its purchase will cause. You will see that it will work more effectively than objective argument!
Incoming calls can be a great sales channel, you just need to know how to move from questions about the product to a commercial offer. The psychological tricks presented above will certainly help you establish a good relationship with the client. These are great tools, especially if you still have a question: how to encourage a customer to buy a product or service?