Ways to work with clients who do not understand the product and purchases in online stores

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Ways to work with clients who do not understand the product and purchases in online stores
Often, representatives of online stores do not take into account the fact that a large part of their potential customers really do not know how to use the Internet correctly. How to work with these visitors correctly?

Analysis of the website's target audience
Often, representatives of online stores do not take into account the how overseas chinese contribute to business in the usa fact that a significant portion of their potential clients really do not know how to use the Internet correctly.

They are afraid of making a mistake, they are afraid of being deceived, they do not understand how exactly the checkout scheme works and why it is easier to buy a product online rather than in a store located near their home.

The target audience of an online store is divided into several categories, one of which includes hesitant customers. Perhaps they would really like to buy a product from you, but cannot do so for some, not always objective reasons.

As a rule, this part of the audience not only does not know how to place an order, but also does not work well with gadgets in general. This category includes older people who find it difficult to navigate the Internet. The lack of skills plays a key role: it is easier for them to go to a regular store than to order something on an online platform.

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Why does a potential buyer prefer the classic option?
In a regular store, you pay the seller in person and leave with your purchase, whereas placing an order online is often a dubious prospect for older generations. The money is gone, and you have to wait at least several days, or even weeks, for the goods.

Another problem is the inability to ask the seller for advice. When making a purchase in an online store, the buyer makes a choice based only on the description, photo and review, while in a regular store there is an opportunity to talk to the seller in person.

Many customers are confused by the delivery time of the goods. They want to receive the purchase immediately after the money has been sent.

Some people are afraid of receiving a low-quality product. The picture on the website tells them one thing, but who knows what they will actually receive?

Of course, such cases happen, but they are so rare that they are rather an exception to the rule. Your task is to dispel these doubts.

The target audience of an online store in this category needs constant support. You must convince the hesitant customer that shopping on online platforms has a huge number of advantages.

Tell him that the online store will allow him not to waste time on pointless trips to the shopping center, and purchases will always be cheaper than in traditional stores.

You can consult such buyers even online. To do this, you need to leave a phone number on the site, which he can call you and ask for advice.

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How to build communication with a client who knows nothing about the product?
Let's imagine a situation: an elderly woman calls you on the advice of her grandson and wants to buy a smartphone. You will probably have to explain to the elderly person why a shopping cart is needed or why your online store offers free delivery of goods.

How to act correctly:

An experienced manager should immediately understand who he is dealing with and consider that the client may have never used such an electronic device before.

An experienced manager will never burden an elderly person with professional terms.

First of all, you need to tell the client about the useful functions of the gadget that will really come in handy. You can explain that with the help of a smartphone you can take high-quality photos and send them to your grandchildren in real time.

An experienced manager must be sure to find out from the client for what purpose he is purchasing the product, and based on the answer select a suitable model.

The manager must be ready to answer funny and ridiculous questions that may seem strange at first. However, for an elderly person, working with modern gadgets is really a big difficulty. Online stores, online purchases, orders, card payments - all this is a kind of Everest for the elderly. The manager's task is to help the client with the choice, tell in as much detail as possible about the advantages of the product, and if this is essential, then help him with the order in real time.

Treat customers who buy a product as a gift with special care. You should find out as much information as possible about the person for whom the surprise is being prepared. If this is an older man and he only needs a smartphone to call his loved ones, you can offer the customer a simpler model. If this is a schoolchild or teenager who is well versed in gadgets, you need to choose more modern equipment.

How to build communication with a client who knows nothing about the product?
If the buyer does not know how to place an order in the online store
Be prepared for the fact that your online store's target audience may encounter difficulties when placing an order.

Let's say a customer calls your website's hotline and has decided on a product and is happy to buy it, but cannot do it alone. In this case, the manager must behave as correctly as possible and answer all the customer's questions, otherwise the deal may fall through and the company will be left without an order.

What questions might an inexperienced buyer ask when placing an order?

How do I pay for an order ? An experienced user is well aware of this scheme. You select a product, add it to the cart, then click the “Buy” button, and the system automatically redirects you to a page where you can pay for the order in any convenient way. Most often, with a bank card. There is a chance that your client does not know how to do this. Tell him how to place an order in an online store, but with delivery by a courier, to whom he can give the money in the usual way - in cash. Or try to explain over the phone what the client should do and help enter the card details.
Where will the goods be delivered ? Each company has its own scheme here. Your task is to tell about logistics, offer the most convenient option and assure the client that their order will be delivered on time.
Is it possible to return the goods back ? A completely logical and natural question. Tell the client about how the return of goods occurs. Tell him in advance the addresses of service departments or repair shops and do not forget to help him correctly fill out the warranty card.
Benefits of Online Shopping
That's it, it's done. The client has successfully placed an order, but continues to doubt that all these manipulations are not part of a fraudulent scheme. As the analysis of the target audience shows, a doubting client may leave your online store's website only because he is afraid of sending money into the void.

It is necessary to assure him that buying goods on the Internet is absolutely safe and has many advantages:

low cost of goods, since the online store saves on sellers, rent of premises and other expenses;
large selection of goods;
you can make purchases at any time, without leaving your home or office;
saving time - no need to wander around shopping centers for hours looking for the perfect item;
safety.