No two persons are the same therefore; the way we approach them should also be different. Each of them is unique and requires a different way of conversation.
A support team should know how to deal with different types of customers because if you are dealing with people, you can't work on a single script.
A good customer service team knows how to change their approach according to the customer. They are capable of handling any situation present in front of them.
Below we have mentioned different types of customers you might meet while handling sales cases and what you can do to enhance their experience.
You can differentiate the customers according to their position in the sales funnel. You go from someone who either is just looking and not thinking about purchasing to a person that is a lifelong fan of your brand and will be back for more. Depending on how far they went into your sales funnel, you will need to address their needs and questions a bit differently.
Always try to understand why they are looking to buy from you this will help you to enhance your conversation with the customer.
Potential customer means that technically, they are not your customers yet but that doesn't mean that should not get your attention. The type of customers is at the very beginning of the sales funnel.
A potential customer is a lead that needs your attention, nurturing, and guidance before making a decision.
He already showed some interest in your business, either by filling out a contact form, signing up for a newsletter, or asking a question via your live chat tool. You have to use the interest of your customer to convert them into paying customers.
Show them value – You can capitalize on his interest by clearly showing them what they can get from your product. You can do this yourself or point them to a resource like a landing page or a case study that will do it for you.
Expose yourself – Let your customer know that they can ask you anything, even if the customer won't need it immediately, they will appreciate the offer.
This is a type of customer that has just bought your product. He is still learning the ropes of using your product. You need to do everything in your power to make that adoption period smooth.
Even though you already made a sale, you can't leave your new customer without any help. If he won't receive it, he may not find much success with your product. After someone buys your product, you need to guide them and show them how to use it.
Guide them properly – Only by investing a little more time into the new customer, you can make them a lifelong loyal customer. You can do that with a proper onboarding process.
Leave a contact option open – Even if you offer automated onboarding to customers, have a live customer service option available. It will go a long way in situations when a customer has a question that's not covered in the onboarding.
These types of customers don't take a lot of time in making a buying decision and they don't need much convincing to make a purchase. An impulsive customer requires simple and easy steps as it increases the chances of them buying.
Clear the way for these types of customers and get rid of any distractions they may face making sure you're not wasting that buying impulse when it comes.
Clear the way to check out – Make sure nobody needs a manual to purchase on your website. The fewer clicks and information needed to make a purchase, the better.
Quick Help – Any request or question from these customers should be answered concisely. If you take too long, the buying impulse will fade and they will leave your website.
These types of customers see the value in the product but will never buy at its full price so, up-selling to these customers is almost impossible. They always look for the discount and special deals but once the deal runs out, the discount customers will stop purchasing.
To increase your chances of keeping these customers, you need to show them that he is not only getting a product at a discount, but they will also get amazing customer service within the given price.
Explain the deal – Give them all the important details to avoid all confusion. They may also require help with entering a discount code or using a coupon so make sure your team knows the deal's details.
Offer them some benefits – To make sure they continue being one of your customers, you need to go beyond your initial offering. Give them something that they won't find anywhere else. Stellar customer service can be one of such advantages that will help you keep them as a customer.
This type of customer keeps coming back for more. They will always be your loyal brand ambassador.
Loyal customers will help you to spread the word of mouth as they will recommend your product or service in their circle. You should learn what makes them a fan of your brand, take notes and try to duplicate that experience.
Give them a stage – You can allow them to spread their love for your brand on different online platforms like your website, Facebook page, Instagram, and Twitter.
Learn from their experience – See what turned them into a loyal follower and make sure that happens more often with other customers.
And make sure you never mess with them, keep them excited and satisfied.