As has been mentioned here before, a knowledge base is one useful tool for improving your website’s usability and delivering great customer service.
But a knowledge base does far more than that. It also functions as a job training tool for your customer service agents and helps you to standardize and document best practices across the company.
Here are 5 reasons why you should set up a knowledge base if you haven’t done so already. (more…)
“I think you should have looked around. You would have gotten a better deal”
If you are a salesperson nothing is scarier than these words spoken to your customer by their spouse, colleagues or boss.
Buyer’s remorse is part and parcel of nearly every sale.
Common triggers include a customer realizing that the purchase was unnecessary, a feeling that they have been overcharged or awful after sales service. Regardless of the reason, buyer’s remorse is bad for your business.
A short term effect is that you will lose money in refunds and processing. But more importantly, customers with buyer’s remorse don’t become regulars.
And no business can be profitable in the long term without repeat customers.
“Would you like fries with that?”
These are some of the most common words spoken in fast food restaurants in the country, and they account for a significant percentage of the 2 billion servings of fries consumed by Americans.
This is cross selling at its finest, and it nets the fast food restaurant industry hundreds of millions of dollars in sales.
And if you want to get an example of how up selling works , I have got one word for you- Supersize. During the time Supersizing was in action, McDonald’s probably made enough cash to fill up several Olympic size swimming pools.
So if cross selling and up selling can deliver blockbuster revenues for the fast food industry, can’t these techniques boost your sales numbers?
Sure they can, if you don’t mess it up.
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