7 Things You Should Never Say to a Potential Customer

Don’t scare away your customers by saying the wrong things

Customers expect a certain kind of behaviour from companies and if we want to stay in business, it is our job as service providers or manufacturers to stand up to those expectations. There are certain things that are a total no-no while communicating with a customer. It will be a good idea to remember these things and have them as a ready checklist with you, always.

1. Never say to a potential customer: We don’t accept credit cards. As a business entity you are expected to accept credit card payments. Your inability to accept credit card payment may disappoint your customers and they may move to another supplier. As a business entity you can get your own merchant account to process credit card payments.

Bottom line: Accepting and processing credit card payments is a real must for any business and you must have a provision to do so. – if they understand the qualification process before applying. (We’ll cover that in another article.)

2. Never say to a potential customer: Allow us 3-4 weeks for shipping. Please remember that when a customer is ready to buy, he wants the product immediately. If you tell a potential customer that he has to wait for some days/time before he can actually make use of the product, he will usually turn to the supplier who can supply the goods faster.

Bottom Line: To avoid losing customers, offer only those products that you can ship immediately or latest by the next day. For any a business entity it is criminal to expect customers to wait for the products after having made the decision to buy.

3. Never indicate to a potential customer: No questions entertained! The potential customers may want to speak to you before placing their orders, to clarify some doubts. But if your website does not include a contact number, then in a way you are telling the prospects that you do not entertain questions and calls, and this may discourage sales. It is human nature for people to make personal contact with the seller before they actually buy.

Bottom Line: To avoid losing sales and customers, always include a contact phone number in your web site, press releases, sales letters and advertisement messages.

4. Never indicate to a potential customer: We aren’t interested in taking your call. All incoming calls to your business should be answered without fail, either by a live person during business hours or by a professional voice mail system after office hours. If business phones go unanswered then the potential customer can get a doubt regarding the reality of your business. They would want to place orders with a business that answers their calls. To always remain in touch with the customer, divert your office phone lines to your mobile phone, even during hours you are away from the office, especially if you do not have a voice mail system.

The same is true with fax calls. All businesses are expected to have a fax machine to be able to receive a question from a customer, an order from a buyer or anything else. You can not tell a customer that you will receive the fax message on somebody else’s machine!

Bottom Line: Make sure your business phones are answered at all times by a person or a voice mail system or the calls are forwarded to your cell phone. You must make provision to receive fax messages, if you do not have a separate fax machine.

5. Should never have to say to a potential customer: We don’t have a web site. It has become mandatory for all businesses to have a website, where the potential customers can get information about your company, the products you offer, sales support that you give, along with your physical location and contact information. Potential customers have their first interaction with a company through their website.

Bottom Line: It is expected for all businesses to have a website that is easily navigable and provides the information that potential customers will be looking for.

6. Should never have to say to a potential customer: Sorry, I am not carrying a business card. You should always carry your business card, even in non-business environments, because you never know when you may have to use one. At times contacts of potential customers may need your card to pass it on to the potential customer.

Bottom Line: Make sure you carry your business cards wherever you go, you may have to use one anytime, anywhere. The business card should give your name, your company name, your website address, email address and if possible a liner about what you offer.

7. Never indicate to a potential customer: our product can accomplish everything and anything you ever wanted in this kind of product. It is not possible for your product to get the moon for your customers, however great a product or service you may have. When asked about the features of your product, never exaggerate. Be honest when talking about product features, to the potential customers. Do not mislead potential customers about what your product can and can not do, people generally appreciate honesty.

Bottom Line: Never exaggerate about product features to the potential customers, as it is better to lose a sale than to have a disappointed or angry customer.

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Comments (0) Posted in: Business Tips — Craig Dawber @ 3:17 pm

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