People always feel better about the product or service if they feel they wanted it and not that they were sold on the idea. If you let them do all the talking, more often than not, they will talk themselves into using your service. Then they have the mind set they got the better out of the conversation. Let the customer talk their little heads off and all you have to do is watch as they talk themselves into the sale all on their own. This is not to say you can not lead with the information they give. But your focus should be more on listening than talking.
Buyer's remorse is a phenomenon that occurs more often then business owners would like. It is the cause of about 35% of all returns to a business.
Buyer's remorse occurs when a customer is sold something they do not need, go home with the product, and then after a couple of days thinking about it actually feel remorse even anger that they were sold the item, and return it.
It happens mostly in conjunction with the hard sell. The situation goes something like this, A customer goes into your business looking for something specific, something lets say to solve a specific problem he has, he has a budget in mind and a set of criteria to use to help him choose a product.
While looking around your business one of your salespeople approaches him and asks to help him. The customer tells your salesperson what he is looking for and his budget, and you have exactly what he is looking for and the customer is delighted, then the salesperson uses the hard sell to get that customer to spend more, and by using the main weapon of the hard sell, fear, he gets the customer to buy an item outside his original budget and outside his original buying criteria. So the customer goes home having spend more then he wanted to for an item he doesn't need.
A couple of days go by, and day by day the customer is wishing that he had never spent that much money, and he starts to resent the fact that he was strong armed into buying something he did not need, and as the days go by this can turn to anger as the customer feels that the salesperson forced him to buy.
Eventually the customer goes back and asks for a refund, also deciding never to do business with you again.
This scenario happens again and again in businesses small and large.
The way to avoid your customers getting buyer remorse, and eventually come and you for their money back , is to find out what the customer needs and never sell a customer something they don't need. Make sure your salespeople do not use hard sell techniques to make sales.
That regretful feeling we know as buyer's remorse has a way of getting into the heads of most shoppers I know. And it doesn't seem to distinguish between well-off pocketbooks versus struggling ones — remember in Clueless when Dion asked Cher, "Dude, what's wrong? Are you suffering from buyer's remorse or something?" Cher responds, "God, no! Nothing like that." Because buyer's remorse is, like, a totally serious thing. To find out how to battle buyer's remorse just read more.
There are really only two options to get rid of remorse: either return the item or simply learn to accept your purchase. If you choose the latter, put the item to use immediately because once you've gotten something out of your purchase you'll start feeling less like you want to kick yourself. Whichever direction you choose, make your decision quickly. What's the point in stressing about an article of clothing or a pair of shoes? We have so many other things weighing on us at all times and buyer's remorse should be the last thing giving us premature wrinkles.
A quick Google search of the term generated hundreds of results, but interestingly most were aimed at stores and services with tips on how to prevent buyers from returning goods. All of them were dishing the same advice: provide your customer with reassurance and confirmation that they're making the right choice. One familiar tactic involves a follow-up contact that makes you feel appreciated, and in turn your positive feelings are directed toward your purchase and the provider of your new item.
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