In this article, we want to talk with you about the main rule of communication with the client. It’s not hard to guess that this rule is honesty.
And the difficulty here is that initially, honesty is usually at the core of the company’s values and mission. Nowadays, the win-win strategy works very cool: a quality product begins with a desire to give the consumer what he really needs, communication is built from a position of care, so that a person not only makes a one-time purchase, but can also contact again, recommend the brand to friends, or even become his lawyer.
But, unfortunately, even when such a healthy attitude towards the customer is at the core of the company’s values, some actions of individual brand representatives can create the exact opposite effect. And here it is not even necessary to deliberately lie (although this happens). Sometimes it is enough just to overlook the fulfillment of an order or accidentally miss a comment on the network. Customers don’t know that you are tired of too many orders during Black Friday. If you do not answer a simple question about the composition of the fabric, then you may raise suspicions about the quality of the product. In this case, you will lose some of your customers and you will have to buy Instagram followers even for your account.
Why can companies be dishonest with their customers?
Dishonesty in any human relationship, including selling, is rooted in fear. We are afraid that we will be judged, misunderstood, or thought badly of us. And we choose to dissemble. However, it should be understood that the audience is not eternal and you can lose their trust very quickly. In this case, you will have to return your reputation using social networks and buy real Instagram followers, but this requires an investment.
If we talk about communication with a client, then the main thing here is to remember that I really sell what I believe in. Our mission is to meet the needs of the client, and honesty is the best strategy here.
There are two main fears that can lead brand reps to be dishonest:
The manager is afraid of losing a client, which means making less revenue
The salary of employees who directly interact with customers often depends on the percentage of profits. There is a sales plan, and in the competition (both within the company and in the market) sellers sometimes choose somewhere to keep silent about the disadvantages, but somewhere, on the contrary, to exaggerate the properties of the goods in order to increase the percentage of sales and their income.
To prevent this from happening, you need to be careful about the selection of personnel, designate the rules of communication on the shore and see if your system of motivation and accounting of employee indicators is not tightening the screws (tempting to deceive).
The seller is afraid to devalue a product or brand in the eyes of the buyer
The way a salesperson sometimes presents a product to a customer can feel like a good trailer for a bad movie. The fear of depreciation is so great that some go for the trick in order not to lose the brand’s honor in the eyes of the buyer.
But if you think strategically, then it is better to honestly agree with the disadvantage and emphasize the merits of the product than to build illusions that then lead to disappointment.
How not to create the illusion of dishonesty?
We have prepared a list of tips to help you build trust with your client.
Appreciate your time and the client’s time
Immediately warn the client about the time of delivery of the goods, name the real terms. If an emergency happens and you cannot deliver it on time, connect support. Let the operators delicately inform the customer about the delay in the order. Just put yourself in the customer’s shoes: think about how you would perceive the delay in the order? How would this bad news be conveyed to you in order for you to remain loyal to the brand?
Do not advise what you yourself would not buy
If the product does not meet your requirements, how can it meet the customer’s expectations? Plus, if you truly believe in your product, you will have something to tell the client about. There is a possibility
then test the product in different conditions, ask relatives or friends for honest feedback on its use. It so happens that you have to sell products that are not good enough or you know for sure about it. Tell the client why, but do not use evaluative vocabulary. Give him the facts, and then let him decide for himself.
Make the process simple
Agree, you will put your trust in a restaurant that has an open kitchen and you can see who prepares your order and how. Buy a house from a developer who provides access to online monitoring at the facility and shows its production on the network. Choose the logistics company that has its own application and it is easy to track the status and current location of the order in it. All you need to do is close the basic physiological need for security to build trust in the client.
Keep your promises
If you promise more than you can give yourself or your product, then know that this is the only way for one sale. A customer will buy today but won’t come to you again. If your business is not built on a one-time sale, and you want the client to come to you, again and again, don’t do it! It is very important to follow not only direct promises here. Set the appropriate tone of voice for the company, keep an eye on what your marketing department has to advertise.
Don’t use small print
You should not hide important information from the client and try to present it in small print and endless clarifications. The consumer may simply not pay attention or skip the fine print, and then decide that they tried to deceive him. Availability and completeness of information about a product is one of the important stages in building a trusting relationship with a client.