I had quite an experience this past week and I thought I would share it with you, perhaps we can all learn something from an offline company’s horrible sales process or lack there of.
A bit of background information, my fiance was in the market for a beauty product and had her heart set on one that was offered from a company in Florida. So off to Google I go, to find the web site where I could order this product for her. Found it, top of the search and off to their homepage I go.
No buy now button…No information on how to purchase it online…O.K., I said to myself, maybe they just don’t have online sales set up, I’ll call their 1-800 number…
I try again…Finally get an answer and then was transferred to a ‘sales rep’. The sales rep essentially un-sold us on the product if that is even possible. When asked ‘Does the product do what it’s advertised to?” The answer was…’Not really, you should buy the more expensive product!”
So I thanked them for their time, went to Google and found another similar product from their competitor, which was priced higher mind you, found the Buy Now button…Paid for it!
So let’s break this down…How was the sale lost? First issue for me was no Buy Now button on their product pages, everyone can accept PayPal, in 2015 there is no excuse for not LETTING your customers pay for what they want. Next was the horrible sales experience from the 1-800 number. The sales rep essentially told us we should spend more money for a product we did not need…Shaking My Head (SMH for the kids out there….)
Lost sales happen everyday but here’s the thing, because of this experience I took my business elsewhere, gladly paid MORE to their competitor and the first company didn’t even know what happened. It may not make a huge deal for them at the end of the year but my money didn’t go to them…Even though their product was what my fiance wanted and was willing to pay for it..Right away.
How many sales are you losing because you aren’t making it EASY for your customer to pay you? Go through your website and sales process and really ask yourself…Is this easy for my customer to buy from me?
Or they may leave…Never come back and support your competition when you were in fact the person they wanted to spend money with in the first place.