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This week's topic will be covering the follow-up system after the sale has been made. The best way to continue having regular clients is to create a rapport. With a product that sells well, you can expect to see refunds. Refunds are a red flag that something in your sales system is not working. We will be talking about how to see less refunds as well as taking advantage of issuing refunds. Following up with your customer with a phone call makes a strong impression. It takes 30 seconds to 2 minutes. Preferably, make the follow-up call at the end of the day after receiving their payment and thank them for their order. You have a voicemail script and a live version script. I do this with a lot of my clients and it works extremely well. If you have an assistant who can do this for you even better. Hopefully at some point in your business you will get to that. It will really give you that extra edge in and raise you above the competition. People really appreciate those kinds of things. Another tried and true system is the stick letter. The stick letter will be sent to the customer at one stage or another, for example, along with the product, in an e-mail, fax, or even just sending them to a website. You want to keep your company and product in the mind of the customer; not forgotten. Often times, clients purchase out of a whim or impulse which often result in refunds. The stick letter is the opportunity to convince the customer that they made the best investment and that the product will be everything that they expected. In addition, you need to take an extra step and make an exciting offer to your customer. This extra step will make the difference between the mediocre seller and a professional high income seller. Because your clients trust you and know that there is a live human being behind their transactions, they will even refer their friend to your business. The special exciting offer can be anything creative, such as a gift certificate. A gift certificate can be modeled after a simpler version of your product or 50% off one of your other products. I charge $600 per hour for my consultations. If I turned one of my consultations into a gift certificate for a twenty minute one-on-one consultation, that would be a $300 dollar value! Statistically, clients will not claim their gift certificate, but because you've added value to your entire product, your customer will feel that your company is striving to give them the best offer and will convert to being your lifelong customer. When you do get refunds, we're going to explore a recycle strategy to recycle your refunds. Refunds are a great opportunity to connect with the customer and offer them a different product at a discounted price. Obviously you want to refund them in a timely manner. However, you can refund them and say "By the way…" and do a "By the way" sale. So if you're refunding them for Product X, you might say to them, "Sorry it didn't work out for you," and send them a letter with a check, or through your credit card terminal. I feel that a check is of benefit. It always feels good to get a check. That way you have an excuse to send them a piece of mail, and in that piece of mail you can give them a sales letter. That sales letter is for either another product that you offer that they may be interested in since they weren't interested in the first one. Or something that's selling an affiliate's product if you have affiliate marketing going on and there's some sort of product that's similar but different that may be for the target market. Furthermore, you can give some sort of incentive so that they will go on the Internet to fill out a questionnaire. You can also have the refundee go to a questionnaire online where they can answer why they were unsatisfied, but you can also expose them to ads with your product or affiliate products. Of course, you can use marketing drips all the way through the questionnaire and try and get them to click onto other ads and other recommendations that you have. So that's the strategy for this week. These are just some of the systems I use to minimize refunds as well as taking advantage of refunds. Any situation can be turned into an opportunity!
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