Dealing with indecisive customers is not easy. They can get rigid at times and might waste your time with irrelevant questions. However, if dealt with carefully, they can be converted into potential buyers. You need to be very competent and smart to get across such customers and to make them see reason. But, once you get across them and determine the cause of their confusion, you can easily convince them.
Why Do Customers Get Confused?
To help indecisive customers, you need to first determine the reason behind their indecision. Most customers get confused when they have too many options placed in front of them. They cannot determine the pros and cons of two similar products being sold at the same price. For example, if a customer wants to buy headphones and he finds two very similar headphones of different brands with same price, he might get confused about which one to pick.
Customers also get confused when they find a product they really like but are not sure if they need it. This happens particularly in garment retail stores where majority of customers really find it hard to decide which dress suits them the most.
How to Determine an Indecisive Customer
Determining an indecisive customer is very easy. You can check the body movements and facial expression of the customer to deduce his/her confusion. An indecisive customer, typically, checks two or three products again and again and moves from shelf to shelf. When online, you can detect a confused customer by tracking the number of times a customer checks a page and clicks on a particular product.
How to Help Them
When you spot a confused and indecisive customer go to him and very candidly ask if he needs help. Ask him what it is that they are confused about and why. For an enhanced customer experience, a cordial and welcoming behavior of yours plays a very crucial role. Whether you are dealing with indecisive customers in person, on phone or through live chat, easing your way through is the first step towards helping them. Listen to them calmly and carefully, consider their queries. Help them determine the pros and cons of the products they are confused about. Present them strong and valid reasons for selecting a particular item. Explain them logically about why they should buy that product and why would it suit them. When you are interacting with a customer online, choose your words wisely. Do not come across as bored or non-interested. Once you determine, which products are confusing the customers, go to them and ask them directly about those products.
Being a customer service representative, your job is to help the customers decide, not to confuse them further, so do not put forth too many options in front of them. Help them narrow down their choices and make them see reason. Do not act as a sales person trying to market products, act as an assistant.
Why Do Customers Get Confused?
To help indecisive customers, you need to first determine the reason behind their indecision. Most customers get confused when they have too many options placed in front of them. They cannot determine the pros and cons of two similar products being sold at the same price. For example, if a customer wants to buy headphones and he finds two very similar headphones of different brands with same price, he might get confused about which one to pick.
Customers also get confused when they find a product they really like but are not sure if they need it. This happens particularly in garment retail stores where majority of customers really find it hard to decide which dress suits them the most.
How to Determine an Indecisive Customer
Determining an indecisive customer is very easy. You can check the body movements and facial expression of the customer to deduce his/her confusion. An indecisive customer, typically, checks two or three products again and again and moves from shelf to shelf. When online, you can detect a confused customer by tracking the number of times a customer checks a page and clicks on a particular product.
How to Help Them
When you spot a confused and indecisive customer go to him and very candidly ask if he needs help. Ask him what it is that they are confused about and why. For an enhanced customer experience, a cordial and welcoming behavior of yours plays a very crucial role. Whether you are dealing with indecisive customers in person, on phone or through live chat, easing your way through is the first step towards helping them. Listen to them calmly and carefully, consider their queries. Help them determine the pros and cons of the products they are confused about. Present them strong and valid reasons for selecting a particular item. Explain them logically about why they should buy that product and why would it suit them. When you are interacting with a customer online, choose your words wisely. Do not come across as bored or non-interested. Once you determine, which products are confusing the customers, go to them and ask them directly about those products.
Being a customer service representative, your job is to help the customers decide, not to confuse them further, so do not put forth too many options in front of them. Help them narrow down their choices and make them see reason. Do not act as a sales person trying to market products, act as an assistant.