When working in sales, it’s inevitable that you’re going to run into a customer who wants to cancel an order. While they think that they may have good reason for cancelling, such as changing their mind due to the cost of the service, there are ways you can turn a cancellation into a sale, according to 3C Contact Services, the leading provider of outsourced call center solutions.
Your organization should have a plan in place to recover sales. If the problem can be fixed quickly, the customer may reconsider their decision to cancel their order. You can also use the customer cancelling their order as a learning opportunity on how to improve your products and services so you can avoid cancellations in the future.
Once the cancellation has been turned into a sale, don’t forget to follow up with the customer a few weeks down the road to make sure that they are enjoying their purchase and there are no problems. This small gesture of kindness will go a long way towards building customer loyalty.
If all else fails, the experts at 3C Contact Services tells clients to let the customer cancel the order. Having a no-hassle cancellation policy can be just as effective as offering something in exchange, and it doesn’t mean that they won’t be back again—especially if a timely follow-up is arranged.
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