Dealing with suspicious customers, raise customers' trust vs apprehending which customers have suspicious bahaviour- Sales Charm for Businesses
Nowadays, customers are less trustful than ever before. Many deals would fall because prospects don't believe themselves, your company or that the product would deliver, what you have promised. Hence, in this article, we'll charm you with step-by-step guide on raising customers' trust using the power of sales and marketing. In the second part of this article, we'll charm you with how to recognize a suspicious customer. Meaning, what are the signals to determine "bad customers".
At the end of this article, you will have the basic steps to lower down difficult customers' defenses on one hand. On the other hand, how to avoid dealing with suspicious activity and suspicious people.
Table of content
Marketing tools for dealing with suspicious customers
Marketing is one of the major key points to closing more customers. Think about the first action you have to take to transform a cold lead, into a paying customer. The answer is very simple, you need to be out there, present. Accordingly, you ought to expose yourself as much as possible.
Exposing in marketing to lower barriers for difficult customers
In most cases, prospects would have to encounter your marketing several times, to start following you. As a business owner, you ought to show your expertise. It can be done by tips, articles, demonstration videos, reports, quotes, comparison charts, etc. In the next section, we'll charm you a bit with examples: how to evolve your marketing activities to lower the numbers of cautious customers.
Tips and titles for articles to catch customers' eyes
One of the most successful ways is to publish posts and articles, at least twice a week. This is assuring that the social network algorithm will start exposing you. Also, whenever prospects start visiting your website, it signals Google that you have content. Moreover, if they stay longer, it will improve your ranking. Thus, you will be more exposed.
Here are some ideas about how to build up your content marketing.
A very simple trick is just to start with "how to" as shown below.
* How to become an influencer
* How to find the best leads for your business
Another way, to attract prospects is by showing numbers or percentages. People tend to remember numbers better. You can try:
* The 99% system that will make your business more successful
* 7 reasons why you fail to acquire more customers
Last method we'll discuss here is to start with "this is".
* This is the method to double your revenues in a few simple steps
* This is what makes slow your business activities
Each period of time, try to mix the methods, that you have been charmed by here.
You can, also, try to expose your business to difficult customers by sharing and reacting to influencers' articles. This is a great way to be exposed to the influencers' audience. Hence, you will reach your target audience fast, have communication with customers, signal to the influencers to notice you and share your content with their followers.
You can do it, smartly, by creating a dialogue. You will end each comment with close ended questions, or open ended questions. As long as, it helps you to be exposed and engaged later, that is what you need to brand yourself as an honest person. Then, prospects will start noticing you, and it will be easier to sell them.
Great examples of how to finish a comment with close ended questions are:
* Do you like what you have read here?
* Do you agree with what I wrote here?
Great examples of how to finish a comment with open ended questions can be:
* I would love to hear what your opinion is?
* What other tips would you like to add?
You have been charmed here with 3 methods to being exposed on social networks for free! Next, we will charm you with means to engage with the exposed audience.
Engagement with suspicious customers by using the power of marketing
The next step is to start having a relationship with the prospects. This is the phase of the first interaction.
The simplest way to start interacting is by sending connection requests on LinkedIn, following on Twitter or Instagram, asking Facebook members to become friends and so on. On LinkedIn and Facebook, it is also recommended that you add a short note about why you are trying to connect. Try to find common interests like business or shared connections.
After prospects approve you, you can take your connections to the next level.
Attracting prospects to become leads
When you are connected, follow each other or become friends, you should send a message. This is the time to warm up your relationship. It can be done by giving anything for free, like: worksheets, reports, access to a video, articles that may interest your connections, free consultation, etc. We recommend that you give the prospects 2-3 choices.
When the prospects are positive regarding one of the offers, you can start emailing them or call them. Each time, you can send a special benefit, another gift, coupon, time - limited sale, etc.
When prospects reject your offer, try to leave the door open. You can do that by telling them that: if they change their mind, they are welcome to write to you. Also, try to ask them to follow your business page, a group you own or anything else that they will be exposed to your content. After reading your content, they may lower their suspicious behaviour towards you.
Whenever you grant high value to the customers, they will often give their contacts. This statement will lead us to the next section. How to be a consultant to deal with suspicious customers
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Eliminate aggression in customers by being a consultant, not a salesperson
You might ask yourself why this quote is so important. The answer is that prospects like to think they are buying, not that they are being convinced. They need to believe in taking part in the decision-making. Hence, they would have more respect for you and would become more trustful. Impatient or angry customer won't close the deal.
In the examples below, you can indicate how to do a behavioral activity of a consultant.
* Ask customers questions. Focus on open-ended questions which reveal prospects' needs and their maturity to buy.
* Use active listening. Meaning, repeat in your own words what the customers reply in the power sales questions phase. You can even ask rhetorical close ended questions to show the customers, you apprehend their pain or dreams.
*Use words like I recommend, think, feel or any other consultant related words. This, will insert in customers' minds that you want their favor, you are personal and authentic. It will increase the chances, that you will be percepted as an honest person.
*Give reasonable explanation for your reccomondations. Remember that experts sell more products. Customers have to feel that your suggestion is logical. They need to excuse why they bought your services. Even though, most of them will have emotional related decisions.
*Grant the customers with choices- You don't want to be caught as having suspicious behavior. Hence, to raise customers' trust let the customers feel, they decide. If you push too hard, your credibility will be hurt. You will seem like someone who is despaired to close.
The next step is apprehending how to deal with customer suspicion through sales conversation.
Sales tools for dealing with suspicious customers
In this section we're going to charm you on consents, professionalism, customers' proximity and sales dialogues. Each tool being given here, should be used in the sales process. This will be done in different portions, regarding customers' style of communication. Also, its aim is to decrease suspicious behaviour that customers tend to fear.
Creating customers' consents
Think about that... When the sales conversation is in a negative atmosphere, would you close the customers? Most likely, the answer would be- no!
In each sales conversation and presentation, you would have to induce the customers to say “yes”, “correct” or any other form of agreement. It has to occur at least 2 times.
In the example below, we would charm you with general examples, of how to do that.
* Do you search for X, correct?
* If you earn X and Y, you want that, yes?
* I understand that you want to solve problem X, right?
* Do you want to receive the product as soon as possible?
Build rapport with suspicious customers
Remember that customers make their decisions of emotions. Many of them will buy the product if they like you.
This is the reason that you need to get closer to the prospects. In many cases, they need to feel, you are their friend and not a seller. This is one of the major ways to have talkative customers. As long' as they speak more, the chances that prospects will close the deal is much higher.
Beneath, you will discover ways to get closer to customers easily.
* Find similar topics
* Compliment the prospect
* Joking
* Adjust the pace and tone of speech as the customer
* Adopt the customer's communication style
Watch the summarized video below. It would be other tools to utilize on building customers' consents and rapport.
Be the expert
You wouldn't buy a product from a hesitant salesperson, correct?
When presenting the product, you must control each aspect of your product, such as: benefits and features, prices, your competitors, the market, and every objection the customer might raise. Any slow average handle time might be caught as hesitation. Meaning, you will probably, lose the deal.
In the examples below, you will be charmed with what is needed to be an expert.
* Sales script includes reference to customers common concerns
* Sales objections script mainly for 3-4 most common objections
* Sales questions script for repeated questions, customers intend to ask
* Up-sales and cross-sales script to suggest better or complementary products when required
* Use crowded affect. Meaning, put inside the script that you have many customers, your successes, percentage of satisfied customers and so on.
Involve prospects in the sales conversation
Most customers would love to participate in a sales conversation. They want to be heard. Hence, you ought to dialogue with them.
There are many methods you can include customers in the sales conversation. Here are some simple examples:
* Asking questions
* Giving a private example
* Finding a common topic or interest to speak about
* Utilizing humor
* Active listening
Remember that each tool you have learned here, needs to be used in different proportions. Meaning, there are prospects who would appreciate your expertise. In contrast, in the conversation, there would be a tiny part of small talk. On the other side, there would be customers, who would buy from you, if they like you and there is a positive sales conversation.
Watch the summarized video below. There would be other tools to utilize for being an expert and dialogue creation.
How to deal with customers' anti-social behaviour
At some point, you will also encounter an irate customer, unpleasant or aggressive. So what do you do? You will have to identify the situation. In this part we'll charm you with scenarios you will encounter, how to recognize them and what to do.
Bad timing of the sales conversation
This is a common situation you have experienced with. You try to speak with the customers, they don't hear you, aren't focussed or just sounded angry. When it happens, ask for permission to speak or finish the conversation and speak at another time.
The easiest way to identify this kind of situation is to listen and bless the customers. If they reply naturally or with a smile, it means that they are open for sales conversation. If not, you probably have to speak with them in another time.
Read on the sales introduction to learn more about this topic.
Bad-tempered customers
Most likely, that these are suspicious persons. In this case, you will have to gain their trust. Many times, it isn't worth the efforts. Hence, you have to let them go. It depends on how much you can earn for acquiring these customers and how much you are prepared to suffer for their behaviour.
If you want to invest time in these kinds of aggressive customers, you can try to soften them. You will have to ask them first, if they are in a good place and time to speak. Afterward, if they continue speaking with you but are still unpleasant, you can tell them that this kind of conversation is unpleasant. Can they be a bit nicer?
You will recognize these kinds of difficult customers by their angry tone of voice. They will be impatient even if you try to be nice. They will also tell you that they can speak but still be intolerable.
Suspicious customer behavior of prospects who don't want to buy
These are the last types of customers you want to bump into. These kinds of customers wouldn't want to buy the product. They are trying to cheat, steal or robe. They may ask awkward questions, wear bulky clothing, will show nervous body language, avoid eye contact or wandering without doing anything.
In this extreme case, you should be ready to call the police, the guards nearby or even ask the customers to leave the store politely and quietly.
On other cases where you don't have a store. You sell them face to face or on the phone. You just need to eliminate situations of cheating. You do that by, always, taking a grantee. It can be a credit card number, a check, customers paying in advance or singing a contract with customers living in the same country as you.
Customers who avoid making the deal
Do you know the frustrating feeling that you're asking for an email address, name of the city and street to deliver the product, full name and ID. You receive the details you asked for. However, when you ask the customer for a credit card. He tells you that it is in the car. Later on, he would go down and give you the number. When, you call again at the time, he doesn't answer the phone.
There is not much you can do about that. But there are a few signs to know if customers are serious about buying. You can schedule a specific time to speak. Then, tell the customer that you will make time especially for him. At the end, ask the customer, whether he could answer at the time you appointed.
Another action you can take to avoid this unfortunate situation is by listening to customers reaction. When, you ask for details, sometimes, the customers will hesitate. In this case, there might be a hidden objection. You should stop the closing process, and ask the customers: why they are hesitating.
Lastly, in many cases, customers may still object to giving a credit card. This is due to their suspicion. They are afraid that you will charge more sums of money than you promised, they will not receive the product or this will be a fraud. In this scenario, you can tell them that you will send the agreement and an invoice via email immediately, after you finish speaking. Also, you can give your mobile number, or extension to you, send them a summary via WhatsApp and match expectations regarding the service.
Talkative customers who will waste your time
This is the last situation we will charm you here. You will encounter customers who seek to speak with someone. They will spread all around, speaking about their entire lives. This is nice but will lead you nowhere.
When you encounter these types of customers, tell them politely that you are running for a meeting, and you have to finish the conversation. You will have to end the discussion as fast as possible. Hence, they will tire you.
Summary
In this article, we have charmed you with two angles of looking at suspicious customers.
From one point of view, how can customers be suspicious regarding your sales conversation. From another point of view, when should you be suspicious regarding customers' intentions.
In the first part, we gave you marketing and sales tools to raise customers trust by: building a marketing plan, a sales script that contains dialogue, consents, building a rapport and becoming an expert. Remember that consults and friends sell more.
In the second part, you have been charmed by situations you want to avoid. Find the right time to speak with customers, try to soften bad-temper customers, don't waste time with customers who don't want to buy and look for signs with customers who will avoid paying you.
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