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Training E-business :
9th lesson: Without it, nothing will be possible!:
As cyber-buyer, you have probably already
Experience: Internet sales is a great question
trust. I particularly stress this point in this
lesson because it is a very important part of your training.
Unlike a store that has a storefront, shops
Internet (even if they deliver real products) are
virtual. We do not touch the merchandise, we see
only through pictures behind a screen.
The phenomenon is even more amplified when, it is
electronic products. Dematerialization may at first
destabilize ...
When they become aware of your offer, people ask
these questions first:
- "How it works"
- "I Is not likely to get me?"
- "Will I receive my order?"
- "Is there really someone who cares for me?"
So how to respond and reassure your customers? Here's how
you can do:
> Assemble your notoriety. For that Ebay is the place,
because at the end of each transaction, the buyer or seller deposits
Comment positive, neutral or negative. Today, it is
almost impossible not to trust a seller who has 99%
of positive ratings and has sold tens or hundreds
of items on Ebay. This will more quickly because 10 ratings
already sufficient to categorize you. Once you have people
known on Ebay, it will keep the positive image of their first
Sale and return to buy from you, no problem of trust,
on your own site.
Here is an example my record shop on Ebay.
(Click the number next to the name to access ULTRADISC
assessments)
> Create an emotional bond with your visitors the best way is
establish an autoresponder (see Lesson 5). Regular contact
Custom dramatically increases your chances of selling.
Ask a direct to your customers as if you
want to talk to each of them personally and try
not to sell something to every message you send.
Provide information from time to time, make you see
are interested in them and what they want.
> Take care of your relationships with your customers: if you have confidence
once there is a good chance they will do so again
but does not disappoint ... Give them rather than what they
ahead and stay connected with them.
> Does not harassment: I sometimes receive
haul (and often without consistency) from certain
companies who repeat the same message every day, as a
old broken record: it is the best strategy for teasing, loss
subscribers and not sell anything.
> Be sure your product: there is nothing more
uncomfortable for a vendor trying to sell
goods to which he does not believe. The belief is very
communicative. Unconsciously, it will be felt in the
how you speak about your product and put it in
value in its presentation, the selling points. If you
Not satisfied with a product, find another!
> Respond to any questions you have raised, be
accessible. Whether by email or phone, answer the most
accurately as possible as quickly as possible. Delays,
lack of accessibility will create doubt in your customer
potential.
> Use of evidence: when a customer makes you
praise, take the opportunity. Ask permission to
resume reviews to include them in your arguments
sale. Testimonials are powerful! Look how
any tele-shopping and you will understand.
> Stay consistent with your offers, measure the number
information and products you offer, otherwise you
might drown your contacts. They do not know what to choose and
eventually not buy anything at all.
> We've all experienced the hotline or VAS
unreachable, the caller even nonexistent ... In general,
we do not have good memories of those moments! Therefore
Be human automation is great, but it must
remains in the service of man and not vice versa. Let me see you
're there! Your subscribers should not feel not
receive messages as scheduled.
> Anticipate the questions your customers by providing a
FAQ (Frequently Asked Questions). Note those
return most often to As and add them
your section. Not only will you save time, but
FAQ section is well stocked and often gives greatly appreciated
more professional.
> Be yourself. Do not be artificial, do not waste
in the verbiage, be direct. The goal is not to please any
the world or try to sell, but sell your products
people interested. Do not forget to tell you because you
save in charisma and your customers are more loyal than
you would have thought.
Good work!
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