Nov 7 • Sales and negotiations
How you could reduce sales cancellations
Sales can be tough, and as a salesperson, if you put in a lot of time and effort, and you think that you have a deal, a cancellation can be an extremely bitter pill to swallow. Also, a cancellation does not help the customer whatsoever. After all, if a customer ultimately has no product to use, they can't solve the problem they were looking to solve by initially buying that product. Therefore, if you can cut down on cancellations, you can potentially help both the customer and yourself.
One way you could reduce cancellations is by respectfully questioning any potential doubt that a prospect even mildly expresses, which can sometimes even be something as subtle as a reaction or a sound. For example, if, after you speak, you see a look of concern on a prospect's face, you could respond with, "It seems like something here is not sitting right with you." A serious prospect should share anything that concerns them just based on this observation.
Or let's say you sense that a prospect might be ready to buy, so you ask them what they want to do next, and they respond with an "Um" and a blank stare. If they are thinking, let them think. Then, if it seems like there is still a concern due to either verbal or non-verbal cues from them, you can say something such as, "It appears that you still have some doubts". Again, expect that a serious prospect will appreciate that you picked up on that, and then they will verbalize any doubts. It is important to note that if a serious prospect has no such concerns, anticipate that they will tell you that, which is often a good sign to re-ask for the order.
The above examples all took place prior to the prospect committing to buy, which is often the best time to address a prospect’s concerns.
By directly acknowledging any concerns or doubts that a prospect has at the exact time that a prospect expresses them, you should be able to avoid the feelings around those concerns building up and culminating in that prospect not buying. However, you have to respectfully deal with any challenges that a prospect is having as soon as they come up in conversation in real time.
If you tactfully do this, you should be able to address prospect concerns in the quickest possible manner. This should help to reduce cancellations, because your prospects will have ample opportunities to express any negative emotions or concerns associated with your product.
When something is expressed and honestly dealt with, it often loses its power and any fear associated with it.
Bottom line, strive to help your prospects express how they truly feel, even if these feelings are negative towards your product. Otherwise, those negative product feelings could very well be the exact reasons why they end up cancelling their order.
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How you could reduce sales cancellations
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