Most of the time, answering a customer’s questions takes up your time, time you could use to make a pitch to someone else, right? Wrong! Answering a customer’s questions can actually increase sales.
Answering Questions
Sometimes companies avoid answering questions because they think a pitch is better instead. So, instead of answering a question about how much something may cost, for instance, the rep will talk around in circles. You will actually get more sales; however, if you just say, “Well, if you buy the lawn mower in spring, it is ____; if you buy it at the end of the season, however, it will be $50 cheaper.” People may actually buy the one in the spring instead of waiting because you are upfront. Not giving enough information can actually affect whether a customer buys or not. The more forthright and honest you are in your answers, the more probability of increased sales. Make it your policy that no matter what their questions, you’re going to answer them directly. If your competition sells the same thing but does it a little differently and the customer asks about it, be honest and tell the customer. The customer will respect that.
Where are the Questions?
The places to find the questions which need the answers are in your customer service and sales departments. Customer service questions would deal with customer questions, complaints and issues. Discuss common questions with your customer service department and see what answers they have for the questions that are asked and see if the answers need improved upon. The sales department will have a list of questions from leads and customers. Have a brainstorming session with your sales department about common questions and see what answers they come up with. Have the answers available the next time the questions come up. You should have the address or phone numbers of customers too. Make sure they’re contacted when necessary.
If your company doesn’t have a blog, now is the time to get one. Questions from customers will find their way to it, and the answers can be given quickly. If there are a lot of questions about the same issue, then have an employee from that department write an article to answer all the ins and outs. When questions are asked by online customers, the search engines will look for a company which has the answer according to keywords. Use good keywords so the search engines work effectively and pull your company up. Then you will have even more exposure and more chances of sales.
How the Questions are Answered
When you do answer the customer’s question, is it short and to the point? Did you meet the client’s needs and concerns? The way the response is given often affects how the customer perceives the company. Have the employee who is answering the question, whether personally or online, be professional. If answering it personally, be aware of the tone of voice used. A positive and pleasant tone is the right way to go. Don’t use slang and be sure to enunciate and speak clearly and distinctly. Make sure the question is answered and that the customer is satisfied with the answer.
Answering your customers’ questions may seem like a little thing until you don’t answer them and they go to someone who does have sincere answers. Make sure the customers don’t leave you!
Photo courtesty of freedigitalphotos.net
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