The Role of Live Help Software in Making Sales for your Company
The Role of Live Help Software in Making Sales for your Company
Although the following two axioms are self-evident they bear repeating. Staying in business depends on one thing: customer satisfaction. The growth of your business depends on one thing: increasing sales. While often lumped together these really are separate goals for a company.
The first of these axioms, customer satisfaction includes service, quality, and the impression made on the customer by your product. While important it is the second of these axioms, increasing sales, that is the focus of this article.
Much is written about how the use of online live chat can benefit a business. As well as its role as a significant part in customer satisfaction, online live chat can be used to increase sales. In these
The three most common approaches in doing this are:
Up selling the customer
Direct sales
Indirect selling
Let's take a closer look at each of these.
Up Selling the Customer
One of the types of inquiries you will receive will be from the buyer who is ready to buy. They have a need and you offer an answer to that need. They may already be a customer of your company or asking about a specific model or have seen an ad on your "price leader;" whatever the circumstance they come to you with money in hand.
As a customer nothing is worse than buying the product, getting it home, and then discovering that a more full featured model is available and at very little additional cost.
Do you take their money or do you attempt to make the additional revenue by up selling this customer? The answer is simple; you try to up sell your buyer. This can be done as simply as following this outline:
Did you know that for just XX dollars more I can get you a model that will better meet your needs? It includes these added features and benefits."
If they say no, ask why they won't upgrade and respond with additional information.
Don't be overly aggressive in this kind of situation. You don't want to risk losing the sale, but you do want the customer to have the information they need to make the right selection.
Direct Sales
Increasing sales using the direct sales approach will be more challenging. It will require additional skills from your live chat representatives. But in the end it can also be a good source of income. It is this approach that you will want to use when the potential customer calls to ask about a particular mohey will usually begin with saying something like: "I'm looking to buy a XXX and just needed to know a little about your YYY." The role of your live chat representative is to make sure the customer knows not only the features of your product, but how those features will benefit the customer.
For example if I'm searching for the best laptop computer for my needs and budget you might highlight the speed and user friendliness of your laptop. So what? Every other computer seller out there will say the same thing. You need to also explain to your potential buyer how these features will directly benefit them. Don't forget things like extra customer service, warranty and guarantees, bonuses or add-ons, and other goodies that are exclusive to your product.
You may want to point out that the combination of your laptops speed and user friendly environment will have the potential buyer getting their work done faster but with less stress. The question you should always be asking is "why should anyone buy my product rather than someone else's?"
Indirect Sales
A third type of live chat call received is from people who are already satisfied customers. These are those customers contacting your company for reason other than specific product information. These types of calls can range from someone needing a part number, asking about the appropriate use of their product, or wanting to know " how do I do with this model?"
Here the live chat representative can introduce a new product to your customer. Using introductions like "have you heard about?" "Can I send you some information about an exciting new product?" or other teasers.
If you are not already doing so, give some thought to each of these approaches. There use can add to the bottom line of your company's sales and do so at no cost.
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