Hardware Reference
In-Depth Information
We're also seeing more and more websites recommending “like” products (i.e., “Customers
who purchased this item also looked at . . .”). The idea is that users generally appreciate
this thoughtful gesture.
Pick the Right Time
Customers tend to be very focused on your sales pitch, especially on the price when you're
selling your services to them. Recommending additional expenses at that time may be in-
effective. What you can do is recommend something to them once they've completed their
sales call with you or have purchased online.
Show That You Care
Customers tend to be very sale or bargain focused. Having products in stock can certainly
help your customers when they need it most. They are already feeling vulnerable, thinking
of the expense of having their electronic device serviced, and if you perform “half” of what
they need, they might feel slighted upon leaving your business. For example, let's say a
customer brings a computer in for repair. You perform the repair, but then notice that the
a/c adapter they own is failing. The customer comes to pick up the repaired computer only
to be sent somewhere else to find an a/c adapter that will make the device work again.
If you had simply made a call, ordered an a/c adapter, and offered it to the consumer, you
would have made an additional sale and additional, easy profits. You can even tell the cus-
tomer, “I've ordered the correct a/c adapter for you; it will be here in a few days.”The cus-
tomer then thinks of your business as a “complete” service center that cares.
What does this all mean? I want you to think about stocking some of the most popular
products that will complement your service line. New products are easy to sell in this in-
stance and will be of great value when presenting a total package to your customers to
solve their electronics problems. There's a fulcrum here that can tip against you; buying
and stocking too much can gobble up your cash faster than you can imagine, so keep things
simple to start!
These “impulse items” and extras are an excellent way to boost online sales and increase
customer satisfaction. Bundle them with your services as options. Bundled products are
usually cheaper than individual products bought separately. Recommending bundles will
build trust with your customers (as you're helping them save money), hence increasing cus-
tomer satisfaction.
Don't Be Pushy
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