Dealing with an indecisive caller can be a tricky situation. These callers are almost ready to subscribe to your service or purchase your product, and then they begin to hesitate and cannot make up their minds. In this moment, you are trying to take action, make a quick decision and quickly analyze pros and cons to seal the deal.
Most buyers have a gut feeling that they should or shouldn’t purchase a product. For some, however, this moment isn’t instinctual in either direction; they require time to “sleep on it.” For callers that are indecisive and not ready to make a decision on whether or not to subscribe to what you’re selling, here are some tips to handle them professionally:
Don’t jump to conclusions
Your indecisive buyers are likely stuck in one of many potential stages in the decision making process. They are either:
- Thinking of alternatives, like whether to buy now, later or not at all.
- They are weighing the pros and cons of each alternative.
- They are determining what their options truly are.
- They are picking the best options.
- They are enacting the choice.
- They’ve already decided against it but are anxious to admit it.
While the last one is not usually the case, it could potentially be a stage your caller is experiencing. Don’t assume you know which stage your buyer is in, because it’s easy to jump to conclusions about why someone may hesitate. Don’t offer more choices, because they may feel more confused. Also, don’t leave them alone to give them time to think, because it is helpful to talk them through their indecisive feelings.
Help your customer make a decision
Sometimes you may need to nudge your customer to make a decision. For example, a jewelry seller isn’t going to sit around and leave their jewelry on display until a customer chooses a piece and is ready to pay.
A jeweler is going to provide the service of explaining the options, making suggestions and helping with questions. Your service needs to work the same way, in which you can provide your knowledge and expertise as your customer attempts to make a decision.
This could be the recipe for turning a browsing customer into a loyal customer for years to come. Even if the sale doesn’t go through, they will remember your assistance and more than likely return at a later date as a customer.
Steps to go from indecisive to a decision
Be sure to acknowledge the indecision to your customer, whether it be through silence, the language they are using or their body language. Ask questions like “is there something you’re not sure about?” Clarify the source of the indecision and identify the barriers to locking in a sale.
Learn the barrier by focusing on what is preventing them from making a choice, and then remember that sometimes the decision is that they shouldn’t buy from you. Sometimes, forming the effective relationship is better than making the sale. Other times, you need to help your customer feel free of the guilt in buying by offering a guilt-free purchase and refund if they aren’t satisfied with the purchase later on.
When you have an indecisive caller, take control and help guide the process by following these tips to make your customer feel at ease with their decision.