05 Feb HOW TO HANDLE INDECISIVE CUSTOMERS
One of the huge difficulties you will encounter if you are working in a customer service industry is indecisive customers. For reasons that are hard to discern, customers are indecisive about taking a service or a product you are offering. Though they look around, ask questions, show interest, or simply can’t decide for numerous reasons, such indecisiveness can drive you up a wall.
HERE ARE 7 WAYS IN WHICH YOU CAN HANDLE INDECISIVE CUSTOMERS
UNDERSTAND UNDERLYING FACTORS
Most of the time indecisiveness is caused by lack of confidence. If the customer is doubtful and isn’t able to provide an exact reason for his uncertainty, he may just be troubled about the new venture he is going through.
The customer may also be experiencing indecision if he hasn’t spent the necessary time to draft his plan, determine his goals and consider all aspects. While you’re draft maybe exactly what he asked for, he may not be able to determine that because he’s still so far behind.
There are various reasons why a customer may be stagnant. Ask questions that will get you to the bottom of it and then offer a solution – either it’s breaking the job down into smaller chunks, or letting the client have time to step back and reorganize.
SIMPLIFY THEIR CONCERN
The greatest objective of your patiently dealing with the customer is the sale and when you encounter an indecisive customer in return of your offer for a service or product, try and make it easy for them as much as possible. Instead of persuading and enticing the customer into buying your product or avail of your service. Help them build trust in you and when they’ve reached the decision to buy, it is likely to be from you.
REASSURE NERVOUS CUSTOMERS
When you feel any indecisiveness in your customers about the longevity, quality, the material used etc, mention to them examples of the products, maybe a sample product or talk about comparable of very much alike projects and build a trust base with them. This will counter the indecisiveness from moving in.
PROVIDE LIMITED OPTIONS
If you hound the customer with a lot of options, it can be overpowering. And on the other side, one alternative can feel prohibitive. It’s a fine line between giving the customer a break to make a comparison and decide (and feel like they have more control over the process), and giving numerous or very few options to contemplate.
SET REALISTIC EXPECTATION
Customers will always have very high expectations for the product or service they are paying for. It can be in terms of timeline or budget. It’s really essential to set expectations right with the customers right from the start and keep it honest with them.
SET A FOLLOW-UP SYSTEM
It’s essential to create a system, especially with follow-up arrangement that would last for months. Without the follow-up in place, it is very easy for necessary follow up to be made. Since the industry is very competitive, it is prevalent for customers to have a setback on their purchase decision. However, it is the follow-up system and timeliness that will aid you to deal with such indecisive customers. Follow-up twice per week and as time goes by, once a week and then once a month. Stick to what’s working for you.
It’s always your decision, to be honest, and fair with your customers. Whether it’s about their expectations from the service or the product, outcome, how much time it usually takes for a similar project to complete, the things used, availability, whatever their concern might be, it’s good to be truthful with them. This will help the customers make a decision faster. If not this time, possibly next time the products that will be purchased or the services that will be availed will be yours.
When you have an indecisive customer, take control and help guide the process to make your customer feel at ease with their decision.