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A customer may feel buyers remorse after they've bought a product or service. It's an emotional state and it's usually associated with costly items such as homes, cars etc. Buyers remorse happens after the sale and if we thing about it, 'buyers remorse' is when the buyer feels remorse but it's after the sale and what's another name for feeling remorse after something has happened? We call it regret. So if you call it buyer's regret you begin to form an insight into what's happening: the buyer didn't make a good decision and now he/she is blaming you for them not doing that! If the emotional state that we call buyer's remorse happens before the sale, then it's obviously not buyers remorse but an objection so the point here is: it's a time dependent thing. Many salespeople run away from objections or try to confuse the customer into forgetting about the objection that they have and of course when (it's only a matter of time) the objections resurface and it usually resurfaces after the sale has been made it becomes buyers remorse. So salespeople shouldn't just proceed with their pitch or proceed with the sale if they can see or sense that there is even a minute sense of discomfort, doubt or any other negative feeling in the customer because that will inevitably lead to buyer's remorse. The authors favourite set of techniques to elegantly deal with objections of any sort are called 'Sleight of Mouth' which resembles the better known 'Sleight of Hand' which is used in card tricks. Whereas 'Sleight of Hand' is used for deception, 'Sleight of Mouth' isn't. It's used to subtly shift the customers focus and to educate them regarding what's important and what isn't. It's particularly powerful for shifting unfounded concerns and fears. I hope that this article has shown you that you needn't suffer the customer's wrath and they needn't regret buying your product/service.
Article Source: http://www.rightarticle.com
For more more, go to Selling Matters. They are a leading sales enhancement presentr in the uk and they also present sales coaching.
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