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A customer may feel buyers remorse after they've bought a product or service. It's an emotional state and it's usually associated with costly items such as homes, cars etc. In most cases it is a sign of the buyers inability to make a good decision before buying or that the buyer postpones a necessary 'part' of the decision making process (doubt, weighing things up, due diligence etc) till after the sale. They then undertake this 'part' or process of the decision after the sale and this leads to what is commonly known as 'buyer's remorse'. If buyers remorse occurs before the sale we call it an objection. So the point here is that it's better to have an objection than it is to have buyers remorse and that we need to help the customer make the right decisions and the customer needs to be certain and aware of the fact that he/she is making a good decision. Many salespeople run away from objections or try to confuse the customer into forgetting about the objection that they have and of course when (it's only a matter of time) the objections resurface and it usually resurfaces after the sale has been made it becomes buyers remorse. If you can sense that the customer feels any sort of discomfort or isn't sure about your product or service then you NEED to sort that out. Just because they haven't made a big deal of it doesn't mean that it's not an issue. It is and even if you get away with selling to them now, they will come back to you disgruntled with buyers remorse. It's much easier to just deal with it before the sale. Different techniques are used to overcome objections and focus the customer on what's important to them. The author's favourite are 'Sleight of Mouth'. Whereas 'Sleight of Hand' is used for deception, 'Sleight of Mouth' isn't. It's used to subtly shift the customers focus and to educate them regarding what's important and what isn't. It's particularly powerful for shifting unfounded concerns and fears. I hope that this article has shown you that you needn't suffer the customer's wrath and they needn't regret buying your product/service.
Article Source: http://www.philvault.com
For more more, go to Selling Matters. They are a leading sales enhancement presentr in the uk and they also present sales coaching.
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