No matter how good your product is, there will always be reluctant customers.
It's a fact of life and it's natural that in every business, despite being the best in what you do, there are still a handful of people that's reluctant to subscribe to you. But don't fret because it's not impossible to convince them... they just need a little bit of coaxing.
So do you convince a reluctant customer, especially if he/she is a first-time subscriber? Do these!
Build Some Rapport
Sometimes, a customer wants a little bit of chit chat. Some small talk to build familiarity and dispel suspicion that you're some run-of-the-mill company that's only after her money.
So what do you do? Build some rapport. Ask your customer about something, converse with them, maybe even crack a little joke. But don't overdo it, too much "familiarity" without an establish "closeness" can become irritating fast and before you know it, the customer is going out the door.
Maintain a Sense of Professionalism
Sure, we told you to make some small talk and crack a joke, but do it with a subtle sense of professionalism. Just enough casualness to make them open up, but still executed with a restrained approach maintaining some professionalism. After all, you're still a business.
We know that sometimes, a direct approach works, but when dealing with a reluctant customer, you have to do things differently.
Most often than not, reluctant customers are turned off by hard sellers because they may feel that they're scamming them. We're not saying that they are, but hard selling can get a little bit pushy. So to combat this, sell it in a way that it looks like you're not selling it at all!
For example, while having a conversation and they mention a certain issue (that you can help with) mention that you have just the thing to fix it. Pique their interest then go from there.
Convincing a reluctant customer is not impossible because there are many contact centre outbound sales providers out there that are doing this. If some person can do it without having to face the customer in person, then YOU can do it too!
Publish Date: November 9, 2016 5:00 AM
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568
OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
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