E-commerce is a huge hit right now and more and more people are selling products online. It may seem like everything is for sale on the internet today (yes, everything! Remember those people who used to sell their souls on eBay or Craigslist?). Don't get me wrong, I'm not telling you to go sell your soul. My point is that even the most complex products can be sold online today. And you will have to start thinking about exclusive online customer service. High-end products generally come with high-end personal customer service. If you think emails or a hotline are personal communication channels, think about how you feel after calling, emailing, or texting with a business. Feel like you've just met a really nice person and would become a loyal customer just to talk to them again? Unless you've had a chat with this amazing Netflix rep, I doubt that's the case. And the last time you went to the bank? You may not have liked it, but the person you met with certainly made a big impression on you.
If you had told me 10 years ago that I would buy a car online, I probably would have laughed and said "yes, of course you can trust someone who sells cars on the Internet." The thing is, now most car companies do it and while it is still not that popular in the western part of the world, online car buying is rapidly gaining market shares in Asian countries.
Many expensive and complex products follow the same trend, as e-commerce sales increase every year. However, resellers of high-value products still encounter some obstacles in the way of e-commerce. Digital customer service are still hesitant to buy online when it comes to expensive products as it is difficult to know if a website can be trusted. This is why best customer service experience is so important! If you put a human face on your business and show that your customers care online, they will be ready to spend a lot more money online. You just have to learn a few tricks to earn their trust and build a strong relationship.
1) FORGET ABOUT YOUR SALES COMMUNICATION AND LISTEN!
There is nothing more powerful than a face-to-face conversation when it comes to trust. The key here is to listen. You won't accomplish anything if you don't listen to your customer first.
When it comes to complex, high-value products through virtual shopping, customers will have questions for you. I remember when I went to buy my first iPhone. I clearly asked the store clerk what mobile plans they offer with the iPhones. Instead of answering me, he tried to sell me an Android phone, listing all its advantages over iPhones. This was the worst sales pitch I had to hear. Not because it was bad in itself, but because it wasn't what he was looking for. I walked in with a simple question and got a totally irrelevant answer. This was a total waste of time for both the sales clerk and me and he missed a pretty easy sale.
My point here is that you may want to sell some products more than others because you get a higher commission or for any other reason. But first you have to listen. It's okay to make a sales pitch about an Android phone to someone who asks for their opinion or is still in doubt. It makes sense to do it then.
I'm sure he's a good listener, that's what I thought of myself too before I started reading about it. We all do, our friend John starts talking about how he went on a trip to France and was stuck in the airport for 3 hours because there was a problem with the plane. There is probably something in that sentence that reminded you of one of your experiences. Maybe you went to France or you also got stuck in an airport. What happens is that once your own memory comes back to you, all you want to do is share your experience. So the only thought on your mind is "when will he stop talking so I can tell my story?" ». This happens to all of us and it can end a sale so easily.
2) ADOPT A POSITIVE BODY LANGUAGE
Body language is a double-edged sword. You have to learn to control it so that your message gets through more easily. This is one of the first things you learn when studying sales or communication. People who are used to speaking in public or meeting clients know it all, but it is still a struggle for most of us. I remember reading for hours about body language before an important job interview and still couldn't help but play with my pen during. This takes a lot of practice, but you get more info can practice it everywhere, whenever you meet someone. Tell your family, friends and colleagues that you are trying to improve your body language and ask them for feedback.
Let's start with some basic recommendations and it shouldn't be too complicated to put into practice. Just remember that you can't achieve anything without practicing.
3) SHOW YOUR PRODUCTS
One of the great advantages of video chat is that you can show your products through live agent. It may take a bit of preparation beforehand, but it can go a long way. One of the main reasons that customers are still hesitant to buy online is because they cannot always see the product that they will get. Photos can make your job easier, but people have learned to be suspicious of attractive photos.
In the apparel industry, for example, customers know that clothes won't fit. Everyone has a different body and if a dress looks good on the model, it doesn't mean it will look good on you. There is also a confidence issue in knowing that most images are retouched to make the product look better.
Showing a product on video may not erase all problems, but it will give the customer a better image of your product and thus reduce the chances of a return. Luxury products often represent a big decision for people, as they will not replace them as often as cheaper products. If you decide to buy your engagement ring online, for example, you want to make sure you are making the right choice. Seeing the ring on camera can reassure the customer that they will get what they are paying for and will not be misled.
4) FORGET ABOUT MULTITASKING
It seems that the must-have quality lately is the ability to multitask. If you're going to video chat, forget about that. You will have to relearn how to perform a single task. There is nothing more annoying than talking to someone who doesn't pay your full attention.
You will be able to multitask if you only use text chat. Do not think that the user will not realize that you are not only focusing on him. He will know, but he won't mind because he's most likely multitasking himself. Unfortunately this cannot be applied to video chat. You will have to fully focus on your customer as you would in a virtual store in person.
Start paying more attention to your customers, if they are talking to you, they are interested in your product and do not need another sales pitch. The best way to sell anything is to forget yourself and start thinking about your customer.
What do you think the product will bring you? How do you think your product is helping people? What emotions can help create your product?
Use video chat to find innovative new ways to help your customers and stay ahead of the competition. Always focus on your customer and you can sell anything online!