There’s a lot of talk among consumers at present about the irritating phone calls of Ghupta from Mumbai who can hardly speak English and who would prefer a chicken vindaloo to a good roast meal every time. And there are literally thousands of “Ghuptas” calling Australia every day – I bet you’ve had a call!
Has the big end of town that employs these people (purely to save money) gone mad?
Don’t they understand the damage they’re doing to their reputation?
Well, they (and you) might be interested in the results of research by US based Ernan Roman Direct Marketing as reported in the Sales & Marketing Magazine.
• 66 per cent of customers report neutral or negative experiences with call centres
• 95 per cent say an unpleasant call centre experience results in a negative perception of the company; and
• 86 per cent are less likely to make repeat purchases from a negative experience with its call centre.
Here’s the key point: The reputation of your company is very much in the hands of those who represent you. Are you confident they have the training and the skills to do a good job?
Do you have monitoring systems in place so as to monitor the thoughts of your customer base?
And if you have not yet done so you may like to consider registering your qualifying fixed line and or mobile numbers on the National Do Not Call Register.
To register go to https://www.donotcall.gov.au/regNumber.cfm
For more info go to https://www.donotcall.gov.au 8 Reasons Why You Should Have A Buyer’s Remorse Letter
Do you know what your first job is, after concluding a sale?
It’s to protect the initial sale and this means dealing with buyer’s remorse; a condition of which all business people should be aware and also manage as best as they can.
To do so will alleviate product returns, requests for refunds, guarantee and warranty claims and a possible “bad-mouthing” of you and your product/service to other potential prospects in the marketplace.
What Is Buyer’s Remorse?
Well, it’s an emotional response that many buyers experience immediately after acquiring a product or service, and the response can take various forms such as feelings of fear, regret, depression or anxiety.
Without doubt, being accessible and contactable after the sale is a major ingredient on successfully handling buyer’s remorse, and I’m going to strongly suggest that in your sales systems “kitbag” you should have a powerful Buyer’s Remorse letter that is sent to clients/customers at a certain strategic point after the sale.
The purpose behind the “buyer’s remorse” letter is threefold. It is to:
1. resell the product or service to the customer, and
2. resell the credibility of the salesperson, and company, and
3. re-assure the customer they’ve made a shrewd purchasing decision.
The benefits of this letter are:
1. You substantially reduce buyer’s remorse.
2. You dramatically reduce the possibility of customers cancelling the order within any statutory cooling-off periods.
3. You reduce the probabilities of customers exercising their rights under any guarantees or warranties.
4. You make the customer more receptive to your next sales offer
5. You build a stronger bond with the customer.
6. You can request referrals.
7. You can request testimonials.
8. You can commence the process of on-selling the customer.
What your buyer’s remorse letter has to do is comfort the customers, re-assure them they’ve made a good decision, and tell them again why they’ve made the right choice.
In simple terms, we’re giving them a pat on the back for making a well-informed purchase.
By the way, if you’d like to see a sample Buyer’s
Remorse letter and also study this topic in more depth, we’ve prepared a Special Action Report entitled
How To Hose Down Buyer’s Remorse.
If you’d like a complimentary copy email buyersremorse@rightteam.com.au with your name business telephone number and it will be our pleasure to send you a copy.
Have your say. Click here->
This column was compiled by Paul Wright from excerpts originally published by Damien Parker, Publisher of the subscription only Positive Business Newsletter & Information Service. The Right Team, Sales Strategists & Business Improvement Specialists, ABN 49006 576 564 ACN 110 466 138 Tel: 1300 66 44 89, have worldwide licensing & distribution rights for the Positive Business Newsletter. Visit our new website www.rightteam.com.au
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