If you’ve ever made a purchase, got home and then started having second thoughts you know what it’s like to experience buyers remorse.
On today’s show discover:
- … what buyers remorse is;
- … why it happens;
- … and what you can do to reduce it.
What is Buyers Remorse?
Buyers remorse is a feeling of regret you may experience after having made a purchase. Usually it happens after you buy something big like a car or a house but it can happen after any purchase. It’s this little voice in your head going….”should I have done that?” “ did I make the right decision?” “ I wonder if this will really work like they said?”
Why does it happen?
Buyers remorse is actually a natural emotion that everyone feels as part of the buying process. Before you buy you’re excited by all of the possibilities, you’re anticipating good things and experiencing the positive, fun side of shopping. It’s after the purchase when you start doubting yourself and you’re more likely to experience negative emotions and buyer’s remorse.
How can you reduce feelings of Buyers Remorse?
There’s a simple thing you can do right at the end of the your sale to help your customer and reduce some of the negative feelings they may experience. It’s called “confirmation and invitation” and it’s one of the most effective ways to reduce buyers remorse and returns.
Here’s how it works. At the very end of your sale, after you’ve reviewed all the details, rung up the order and provided your customer with her receipt you say something like this…
“Tammy, you made a great decision to try XYZ today, be sure to give me a call and let me know how you’re doing. I’d love to hear about your success.”
Why does confirmation and invitation work?
#1 We know customers often doubt themselves after a purchase and wonder if they made the right decision. By saying, “Tammy, you made a great decision to try XYZ today”. You’re confirming and validating that she made a good choice.
#2 We also know that many of the good positive feelings customers experience during the sale can be replaced with negative feelings. One that is high on the list is wondering whether the product will really deliver on its’ promises.
When you say “…be sure to give me a call and let me know how you’re doing. I’d love to hear about your success.” You’re communicating confidence that can help over-shadow those feelings. In fact, you’re so confident the product is going to deliver you’re inviting her to call you back to share her good news.
#3 We know buyers remorse happens after the sale so using confirmation and invitation at the very end reinforces those positive emotions at the right time.
Using confirmation and invitation at the end of your sales:
- will help your customers feel better about their decision to buy,
- reduce returns
- and help your good sales, stay sold.
Today’s one two punch
Use Confirmation and Invitation – to Reduce Buyers Remorse
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