Customer Care is
an important factor on the internet. The sales approach
on the internet is fairly different to conventional
brick and mortar stores. The sales person is virtually
absent, its not possible to read the back of the packaging
and so forth. Be meticulous about the information you
provide about the product. Size, weight, capacity etc.
Offer variations of the same product they are looking
at. The difference between a sale and a bruised ego
may be the lack of mentioning on the website that the
product also comes in red.
Customer Inquiries
If a customer sends you a sales inquiry always remember
to be prompt, polite and offer them more than what they
asked for. If their inquiry does not match up to what
they need they might take up an alternative but don't
force it down their throat.
Follow Up
Don't leave it at that after the product has been sold.
Don't watch them walk into the sunset. Most of your
customers will be repeat customers having already done
business with you and they will feel more comfortable
in spending more money with you. So if they say 'yes'
keep them updated with promotional material. Follow
them up to see if the product is up to scratch and if
not offer solutions, offer alternatives to make them
happy. Human touches go a long way with the benefit
of loyal return customers.
The Human Touch
More so the lack of. Treat you customers the same way
you would as if you were face to face. Considering the
Internet is a fairly new medium, people are fairly weary
of putting their credit card information over the web.
The slightest thing could put off a possible customer
so be courteous, honest and polite.
