How to handle an undecided customer and close the sale successfully
Upnify Editorial Team - 8 de junio, 2023
In sales, encountering an indecisive customer is a common situation that can challenge salespeople. However, rather than seeing it as an obstacle, it is wise to use this opportunity to demonstrate your persuasive skills. This will turn the indecision into a successful sale.
Tips and examples for handling an indecisive customer and closing the sale.
1. Listen actively and understand customer needs:
Before addressing a customer's decision, it is essential to listen carefully and understand their needs. Ask open-ended questions to learn about their concerns and expectations. By doing so, you will demonstrate a genuine interest in helping and building a trusting relationship.
Let's say you are selling business management software and the customer is undecided about whether they need all the features available. You can ask: "What are the specific challenges you currently face in your business, and what features do you consider most important to overcome them?"
2. Highlight the key benefits:
Once you have understood the customer's needs, highlight the key benefits of your product or service that meet those needs. Highlight how your offering can solve their problems, improve their efficiency or generate significant savings. Quantify these benefits whenever possible, as tangible data can be very persuasive.
Let's look at an example. If you are selling a home security system and the customer is undecided about its effectiveness, you might mention statistics on the decrease in burglaries in homes that have installed the system. You could also highlight advanced motion detection features and real-time notifications to give them peace of mind.
3. Provide social proof:
Undecided customers often seek validation from others before deciding. Take advantage of this by sharing testimonials, reviews from satisfied customers, or case studies that support the quality and effectiveness of your product or service. This social proof can help build trust and dispel customer doubts.
For example, if you sell beauty products and the customer is undecided about their effectiveness, you could share testimonials from people who have used your products. They could also have experienced visible skin improvements. You can also mention industry recognition or awards you have received.
4. Offer guarantees and flexible policies:
Indecision is often linked to concerns about making the wrong decision. To address this concern, offer solid guarantees, such as a no-hassle return policy or a free trial for a set period. These guarantees give the customer peace of mind and allow them to try the product or service risk-free.
If you are selling furniture and the customer is hesitant because of uncertainty about how it will look in their home, you can offer a flexible return policy or even a personalized visit from an interior designer to help them visualize how the furniture will look in their space.
5. Create a sense of urgency:
Indecision can be prolonged if the customer doesn't feel pressured to decide. Create a sense of urgency by highlighting limited offers. This motivates the customer to take action immediately and prevents them from postponing their decision.
Let's look at another example. If you are selling tickets to an event and the customer is undecided, you can mention that tickets are selling out quickly. You can also mention that there are only a few tickets available at a reduced price. This gives them a clear reason to decide before the opportunity runs out.
By actively listening, highlighting key benefits, providing social proof, offering guarantees, and creating a sense of urgency, you can influence the customer's buying decision. This will enable you to successfully close the sale. Remember that patience, empathy, and building strong relationships are key to managing indecision and turning it into a successful sale.
Upnify´s Editorial Team; formed by professionals and experts in Marketing, Sales, Communication, Design and other areas. They share their experience through articles enriching the commercial culture.