What To Do When The Customer Says Can I Try it for a Few Days

Can I Take This Home For A few Days And Try It?”

“What If I Take It Home And Dont Like It?”

Have you ever had those questions?

Heres why the answers to these questions are so important. When the questions are asked, your answer makes or breaks the sale. Almost every time.

When the customer asks if they can take the product home for a few days to try it, they are asking for a few reasons; Lets say you sell vacuum cleaners; They may want to simply use your machine & bring it back without paying anything (Im sure this is the rarest case), they may want to be sure it will work for them at home the same as it does here, or they may simply want to defer making a decision. This question is usually asked if they want to take home the product without paying for it first.

When the customer asks if they can return it if they dont like it, they have generally seen and tried out the product in your store. They usually ask this question if they are paying up front for the product.

Have you seen ads in the Newspaper and Magazines that say “Try Free For 30 Days”?

Do you know why they make that offer? Because it works. It generates more sales than it generates returns. But the BIG reason the “Free Trial” is used is that the customer cant see the product. They cant touch and try out the product before they buy. If theres no “free look” the customer usually wont buy. In these cases the buyer has paid up front for the product. But the offer is “Risk Free”. Meaning, a refund is easily obtained.

In a retail store, they can see, feel, try out, & test the product to their hearts content.

In our store, when a customer asks if they can return it if they dont like it (this is on non-returnable products), I ask “If it works as well at home as it works here, will you be happy with it?”

The answer is invariably “Yes”. I say “Thats why we have a warranty, If the vacuum cleaner (or whatever) doesnt work as well as it does here, were here to service it so that it does. Fair enough?”

The answer is almost always “yes”. Had I just said “No, you cant take it home and try it”, any reason I gave would have sounded bad to the customer.

On vacuum cleaners that we will let them take home and bring back (just one brand), we say “Well do better than a few days. Well give you a full two weeks to use it in your home. If you dont like it for any reason, well exchange or give you a refund. Your choice. Fair enough?”

Why do I give two weeks, when they only asked for a few days? Because they are far more likely to keep the product if they dont feel the daily pressure to make a decision. Giving 30 days is equally valuable.

We wont let the customer “Borrow” a vacuum cleaner to use in their home. We have heard from several retailers that swear that they make sales by letting customers “try out” the vacuum cleaner before money changes hands. My thought is that the people who bought would have paid up front if asked.

Maintaining a Good Customer

There are numerous ways in generating traffic to a site, as well as increasing the traffic conversion in affiliate marketing. It is always exciting to have a new customer at hand; a fresh transaction from a new client. Most significantly, these new customers must be very well taken care of to have a constantly buying customer. It may always be exciting to have a new customer, but that enthusiasm must never be swept and every new customer must always be a potential to another purchase.

Up-selling is a great task. It is a way to keep the bond with the current customers and bit by bit compelling them to have another purchase. As trust and confidence is already present, it must be maintained and proven with every purchased item or service.

The initial goal is to sell the basic products or services. Once the benefits are already highlighted and experienced by the customers, up-selling of other products or services that complement the initial purchase is best. The next offer must be kept as good as or better than the initial offer. This increases the foundation of trust and confidence.

Keep the interest of the customers as this leads to opportunities to offer goods or services with higher prices. With the way businesses go, profit also increases when higher priced items are sold. The main key is just to maintain the customers confidence on the business, always treating them as prospects to other products and services; thus customer service must be excellent.

Everything must always start with a very good deal. The quality of products or services must be of worth or greater than the cost paid to purchase them. This does not only build trust and confidence but also creates a way to let the customers speak well about the business, enticing other potential customers to take part of the products or services. The word of mouth is very powerful.

Next to having a good deal with a certain package is having another package with the same price but different products or services included. This is a good way to up-sell as it gives the customer further options as it is also a way to introduce other offers. A time goes by, feedback becomes apparent. This makes it easier to determine further needs of the customers. Once ready, another package of goods or services can be offered at a higher cost and with more inclusions.

When a good relationship with the customers is properly maintained, it is always easier to make further offers that could be at higher prices. However, it must always be noted that the benefits the customers get from the package outweighs the cost it has. To add, the relationship must continually be bonded with honesty and care. The product line need not all be spread out to the client, letting them choose what they need. It is better to offer a package serving as a solution to a certain concern. This creates a feeling that the customer is understood and taken care of.

On the other hand, this tactic is also useful to have a list of loyal customers. In case of having a new product to launch, these customers will also go with the business flow, having their part in purchasing goods from the business they trust. A lot of affiliate marketers became successful with this.

First-Class Customer Service Separates Buckeye Fabricating from the Others

Buckeye Fabricating’s ability to offer high-quality products and deliver outstanding customer service has allowed this pressure vessel and process tank manufacturer to foster long-term relationships with its customers worldwide.

The company works continuously to ensure that the customers’ needs are met efficiently and cost-effectively. Buckeye has emerged as a leading provider of not only pressure vessels and stainless steel tanks, but also custom air tanks, custom pressure tanks, vacuum tanks, jacketed tanks and much more.

Meeting customer demands is a process that requires understanding customer needs, unparalleled quality control, tireless commitment to continuous improvement and innovation as well as exceptional value.

Cultivating a satisfied customer base is top priority at Buckeye Fabricating. From the top management down, employees throughout the organization live by this rule. Buckeye believes that customers are the lifeblood of the business. As a customer-oriented company, Buckeye listens to its customers and understands their needs and expectations, then works to exceed those expectations in all ways.

One of the primary ways Buckeye does this is through its exceptional quality assurance process. The cornerstone of Buckeye’s success is the uncompromised quality of its products. Our extensive quality control system ensures that your custom pressure vessel or tank has been properly designed, constructed, inspected and pressure tested. We apply our stringent quality standards to products of virtually any design, size or configuration. All of our products are manufactured in accordance with the American Society of Mechanical Engineers (ASME) code.

We perform tests for durability and performance; and no product is delivered to a customer until it passes these — and more — tests with no room for departure from our strict standards.

A big part of valuable customer relationships and loyalty is Buckeye’s ability to create custom products that address the customers’ needs. This means a total commitment to continuous improvement and innovation. Our state-of-the-art facility has continually upgraded its tank fabrication capabilities with both machinery and skills, making us one of the most highly qualified shops in the industry. In addition, we have the experience and expertise to produce high quality steel tanks and pressure vessels for any industrial purpose. Our technical engineers are unmatched in the industry. This crew is equipped with the latest state-of-the-art tools and automated equipment to do whatever it takes to get the equipment to you on time.

Going the extra mile also means not “mass producing” product, but rather offering our customers personalized service, where we build what you want and work with you on the details, no matter what the size or purpose of your product.
With a long history of building to ASME code, our design services team can provide engineering expertise as well as detailed CAD drawings to support your custom pressure vessel, process tank, stainless steel tank, mixing tank or storage tank project.

At Buckeye Fabricating, our mission is quite simple: to help customers fulfill their need for custom tanks and give them a flawless experience every time. For 46 years, we’ve been offering worldwide solutions built on a strong foundation, proven products, and the stability that comes from long-term industry participation. When you purchase a product from Buckeye Fabricating, rest assured your investment will be a good one.

Relating to Your Customer

When earning a sale of any type of you must relate to your customer. A client will be turned off by someone who they cannot relate to. Not only in sales, but with any thing. You dont generally waste your time with things that dont interest you, right? Like with me, I like to read but when it comes to Shakespeare, I just cant wrap my arms around it. Why?, because I cannot relate to his words. When his literature is translated in to words I can relate to, they do interest me, but in Older English Id rather not read it. For example: I cant relate to Older English as well as Modern English, when dealing with a buyer you NEED to be on their level. If not, they wont relate to you.

The first step to relating to your client is noticing the way they speak. If you have a customer who talks slower, you will want to slow down your speech. Have you ever had to talk to someone who spoke with a different pace? They probably lost your attention if they spoke too slowly. If they talked too fast you most likely asked them, what?, more than once. When your customer clearly understands what you are telling them, you will then have their full attention.

The way you let your customers know you care and understand them, is by asking them questions. After you ask a question you MUST let them answer and push them to tell you more. This shows your client you are interested in them. Dont you love it when you are talking to someone who is interested in YOU? Of course you do, and you are also interested in them. Think about it. If somebody your interested in recommends a movie or restaurant to try, you want to try it out. Thats because you relate to them and believe they may like the same things as you.

You definitely want your customer to respect your judgment. This way when you explain to them why your product will benefit them. If your client feels you truly want whats best for them, this is when they want to buy from you.

Go Get Em!

Customer Service Role-plays, designing a Customer Service Training Module

Using customer service role-plays in a training module is very effective both for new staff and for existing customer service staff. New staff get an opportunity to practice your typical interactions and scenarios in an environment where they can try again to perfect their approach and skills. Existing staff can move back from running on automatic, to heighten awareness and refresh their core customer service skills. They gain great benefit from sharing tips and techniques for handling problem calls or challenging callers.

It is important to structure your training module to gain maximum benefit from the customer service role-plays. Each role-play should generate potential learning points for the person playing the part of the Customer, for the other team member playing the role of your member of staff and for other members of the group who are observing. However, the learning will only take place if –

1.They are all open to finding the learning points

2.They have a good de-brief at the end of the module.

Beginning the Customer Service Training Module

In any training module, introducing the activity by identifying clear objectives is critical. If you state your objectives clearly, the group will be focussed on the learning goals, and you will have a much higher percentage chance of success. In each customer service role-play, identify an area of focus for the group, perhaps the beginning of the call on one, positive confident language on another or how a particular issue is handled on another.

If you need ideas for focus areas, go on to YouTube and search for customer service role-plays. There are some very good examples there, with guidelines for different sections of call.

Identify Clear Goals for each Role-play

Introduce the scenario to the group, with details of the Customer, their emotional state, their situation and their query. Identifying clear goals for each interaction is essential to success. Ask the group what a SUCCESSFUL outcome would be for the Company, and for the Customer. It is important that the outcome goals cover both the task to be achieved on the call, the query resolved or information given, and the emotional state we want the Customer to be in at the end of the call.

Ask the group to prepare for the customer service role-play, to work through each phase of the call from the greeting to successful close. This is a talk through, where they simply tell us how they will carry out the call, what they will say at each phase and how they will say it.

Running the Customer Service Role-plays

It is often tempting to use really difficult situations or challenging Customer types for role-play practice. This is not a good place to begin, even with very experienced staff. If the group have not used role-play as a training medium before, it is important to begin with easy queries to heighten awareness to core skills and best practice.

Choose queries that the group receive frequently for the first few customer service role-plays, those that they should be able to handle really well. Ask the group to focus on both skills and the timing of the call as they move from one phase to another. Have them record the calls, and play them back. The idea on these easy calls is to analyse the good skills and techniques that are essential on any call, and to identify what could have been done better.

When your team have had a few training sessions and are using the core customer service skills and techniques effectively, you can introduce the more difficult topics or challenging customer types. Again, role-play straight through, record and play back. When playing back, stop the tape at critical points, perhaps where the call went out of control, or where the CSR saved a tricky situation. Allow the group to identify strengths and to workshop improvements.

De-briefing the Customer Service Role-play