Provide Positive Customer Service
Any of these type of statements provide a "WOW!" experience for the caller and make your company that much more memorable to him or her.
4. Give CSRs and your Web site personnel enough information to easily answer customers' product questions. With technology the way it is today, it's unacceptable to not to provide customers with enough details about a product to make an informed and confident purchase.
The more information you provide, the more likely you'll be to sell the product to a wide range of customers. Unanswered questions provide enough doubt to prevent some customers from ordering.
By the way, a really good phone rep will remind a customer who's struggling with a decision that they always can return the product if they aren't satisfied. If it's a higher price-point product, the rep can even provide a return label along with the original shipment for additional ease and convenience for the gun-shy customer.
5. Equip CSRs with tools for cross-selling. When done well, a good cross-sell comes off as great customer service, not pressure to purchase more.
When your reps suggest matching pants to go with that beautiful tunic top, it further reminds callers that you care about them and want them to look their best. Because you've already got them on the phone, about 20 percent of your costs are gone (that is, the promotion cost to get them to call). So if you sell an additional item, you can give the customer up to 20 percent off and still be even.
In addition, giving buyers a chance to hear about unpublished deals is a reward for the purchase, and even if customers don't bite, it'll make them feel good to have the inside scoop.
Along the same lines, if you're temporarily or permanently out of an item, provide CSRs with information on similar items. You may even want to offer a percentage off the purchase (or a free return) on the substitute item. Don't forget to post this information on your Web site, too.