如何防止买家的re悔

There's nothing more satisfying than closing a deal on a -- preferably, more expensive -- product. Whether it be a sleek convertible or the latest marketing software, it's a relief when you can pat yourself on the back, knowing you did well.

当客户突然有第二个想法并决定购买是错误时，就不必面对这笔交易的可怕后果而令人满意。突然之间，您几个月来建立的关系开始崩溃。您非常确定客户确信该特定的购买将使他们的个人或职业生涯受益。然而，不知何故，这种观点已经走了180度。

Yep. Your customer is dealing with buyer's remorse.

What Is Buyer's Remorse?

买方的re悔是对回应（通常昂贵的）购买的遗憾的感觉。这种遗憾通常可以与恐惧或压力相结合，导致买家想立即返回购买。

自然，作为一名拼命试图保持公司和工作的客户服务员工，买家的re悔应该是您最大的噩梦。bob全站app但是，这不仅与客户的货币价值有关。您关心客户，并希望他们从新购买中获得丰富的体验。而且，您关心公司并相信其产品和服务，因此您也希望世bob全站app界相信它们。

It makes sense to you that these purchases will give you a lot of bang for your buck. Now, you just have to make that clear to your customers. After all, buyer's remorse typically starts kicking in a few days post-purchase. So, limit the opportunities for buyer's remorse to creep up on your customers by following the steps below.

6个步骤防止买家的re悔

1.提前提供价值。

Buyers want to know that you care about more than merely using them as a means to an end. Make sure you have cultivated a solid foundation for your relationship that goes beyond that singular purchase. That is how you can secure a loyal customer with a higher客户寿命价值.

当客户信任您对自己的最大利益的信任时，客户关系将开花。这意味着建立基于您的提案和/或合同中包含的商定福利的关系。给他们你的话，并保持它。这将使他们在购买后后悔的可能性较小。

2.设定期望。

购买后，他们立即向客户解释 - 以口头和书面形式向客户解释 - 他们期望从您和您的公司那里收到什么。bob全站app提供一个文档列表其帐户的处理方式，开票方式的工作方式以及该过程中的下一步。然后遵守它。

重要的是不要给客户错误的希望。不要告诉他们产品将解决所有问题。相反，专注于产品可以并且将改善其生活的方式。如果客户将购买的感觉放心，可以使产品受益于他们的方式，那么他们会感到失望的机会要低得多。

3.发送感谢信。

您可能已经通过电话或亲自表示感谢。但是，这还不够。使客户持久的印象是书面谢谢你的信. So, as soon as you can, send them one.

In the note, express how much you appreciate their decision to trust you and your company with this purchase. That note should be handwritten, not typed and emailed. Mailing a tangible thank you note makes a difference because not many people -- especially companies -- do that anymore. It'll be a welcome surprise and make the customer feel reassured in their purchase.

4. Provide contact information within 24 hours.

Most customers will expect that, as soon as they hand over their credit card info and receive the order submission email, the company will stop caring about them. After all, you've gotten what you wanted, right? Wrong.

通过向他们提供服务，确保您的客户仍然为他们服务best onboarding practicesyou have up your sleeve. Offer them a list of all the relevant people who will be working on their account in a欢迎Email. Provide direct phone numbers, email addresses, cell numbers, any appropriate blogs, and social media information. Guarantee someone will always get back to them in a specific amount of time if they have any issues and that someone will be working closely with them to help them master the product. They'll never feel like they're on their own, and, once they learn how to use their product, it'll be less likely that they decide to give it up.

5.介绍用户组。

如果您的公司维护bob全站app用户组，请向客户介绍这些团体中的关键个人。他们会喜欢与其他使用相同或相似产品的消费者互动。用户组形成无与伦比的友情。客户可以互相学习技巧和技巧。而且，听到其他客户在您的公司和产品方面拥有丰富经验的客户的聆听将鼓励您的新客户购买是正确的举动。bob全站app

6.分享爱。

At this point, you're probably pretty attached to this customer. You've coaxed them through their worries, learned all the reasonings behind their purchase, and cheered them on as they got acquainted with their new product. However, what's most efficient and effective for your company is for you to pass that information onto your team.

创建一个主客户资料，其中包含所有相关信息 - 电话号码，电子邮件，合同，计费信息等 - 并确保公司中每个将在帐户上工作的人都可以轻松访问它。bob全站app回答任何问题，并确保您的同事知道您对新客户的目标和期望的了解。这将确保客户与与他们互动的每个人都有全面且一致的经验。

Buyer's remorse is a very close relative to customer attrition. So even if your customer doesn't immediately experience remorse, it's a good idea to keep these tips in mind. You never know when the regrets will creep up, so be sure to pay close attention to the signs and address them as soon as possible.

Next, read this post on the客户流失的定义.