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How to raise sales considerably with the help of a support

You spend tons of money on marketing, advertising, and content to get people to visit your site and ask a question. And so a potential client finally asks the support about the tariffs or the characteristics of the product. Your employee gives a specific answer and carefully sends a link where you can find more information. Congratulations, chances are you just lost a customer.

Katerina Vinokhodova
Usedesk Co-Owner
Of course, even if you send a potential client to the site, there is still a chance that he will figure it out himself and still buy your service or product, but this is a cumbersome process. Therefore, it is better not to rely on chance but to take the bull by the horns and lead the client to the sale. Then you stop losing leads that come in with questions and leave just because they weren't helped make a decision.

The essential tools of a typical helpdesk are instructions, templates, and knowledge bases that they use to answer customer questions. And to organize selling support, you need to know about the stages of sales and guide them through them. Support most often does not follow this path because it seems complicated, and also - the support does not like to "sell" the product. He loves to help, answer questions. But in fact, it is not difficult to lead to a sale - you need to know specific tools and use them. Let's go through all the stages together, and you will see nothing complicated here.
Как работали с клиентскими заявками раньше

We meet positively and find out the needs

Selling is almost always an emotion. We greet the client so that he feels that he is expected here; he is always welcome. We are not limited to the dry "Good afternoon" or "Hello" and take into account the context, for example:

  • the client says he came on a recommendation → "Welcome!"
  • the buyer declares that he has been looking for something similar to your product for a long time → "It's good that they turned to us!"
  • the client said that he came to you for the first time, after reading reviews about you → "Thank you for your trust!"
To understand what exactly the client needs, we ask open and closed questions. The more we learn about the client's needs, the more likely we will be able to offer him exactly what he is looking for. We do not limit ourselves to answering the client's question and linking to the site where it is written about it, but we take care and keep the client's attention, thereby pushing him to the next step.
Как работали с клиентскими заявками раньше
In this case, regular support will simply answer that there are roses, choose the entire assortment on the site. And attach a link. You have no control over the further development of events. The client can choose something from the site, place an order, or not get help with the choice, look elsewhere. This is where the dialogue ends.

Telling about the benefits of the product and answering objections

It often happens that the client initially does not know what exactly he needs. By asking questions, we showed that we want to help him. And having clarified his needs, we can already offer the best option in his particular case and immediately show why he is better than others and why it is worth buying from us. At this stage, the client begins to weigh the pros and cons, ponder our proposal, hesitate, and almost certainly start to object. The most challenging set comes - working with objections.
It all depends on whether these objections are true or false:
False excuses
The reasons
True objections
Examples
What to do
The client wants to get rid of, does not want to talk, he is in a bad mood
The client has real reasons and specific arguments
No time
Do not need anything
Busy
Will think
Expensive
You're competitors have cheaper
I don't trust you
Follow the algorithm for working with objections:

Consent:
Yes, I understand ...
there is such an opinion ...
I agree ...
you're right ...
really ...

Transition
... that's why [it works like this for us] ...

Argument

Appeal / Question
Option 1. Do not react in any way.

Option 2. Catch on the hook - greed, vanity, fear:
"It's a pity; we have just a special offer for bouquets of white roses."

Option 3. Identify a true objection:
"Have you already ordered flower delivery? Have you had any unpleasant situations? "
For a customer support employee to work out objections and convincingly explain why the product is good and is worth buying from us, you need strong arguments. If he tries to come up with them himself on the go, then, most likely, the dialogue will come to a dead-end - he will not be able to convince the client. To prevent this from happening, you need to compile a knowledge base with the most frequent objections and answers to them and then train employees to use this database.
Как работали с клиентскими заявками раньше
In no case do we let the client go and do not send him to study something on his own. If he leaves, we will lose control of the situation.

We offer alternatives and end with a question, action, or suggestion

After all the objections have been worked out, we offer alternative options already, taking into account these objections and asking the question again or calling for action to push the person to buy. If you don't offer anything in return, the client will leave. To prevent this from happening, we strengthen the involvement and select the best option for him, taking into account all the wishes.
Как работали с клиентскими заявками раньше

We do not let go of a hot client

The worst outcome of a conversation is to let go of the client after saying, "Okay, I'll think about it." It would help if you ended the dialogue with an action, a question, or a proposal. We do our best to conclude a deal here and now without giving time for reflection.
Как работали с клиентскими заявками раньше
All this applies to some simple products and services, such as an online store or a beauty salon. Service or something exclusive cannot be sold immediately, so requests from potential customers go to the sales department. But even in this case, the support can perform a pre-sale function and lead the client to choose you, not competitors. To do this, you need to answer his question formally, but to find out the needs, hold it by the handle and then hand it over to the manager, who will already bring the hot client to the deal. Please do not force the client to act independently; help him make a decision, and your sales will grow exponentially.
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