How To Handle Autoship Rejection

HOW TO HANDLE AUTOSHIP REJECTION

Does your company encourage starting out new members on autoship? It’s a sticky issue for most. I’m on the customer’s side with this one, because I honestly can’t expect that anyone would want to commit to a recurring monthly order when they haven’t even tried the product yet. It just doesn’t make sense. Luckily, I’ve found a great strategy which will help you understand exactly how to handle autoship rejection ~ before it happens!

BE THE CUSTOMER FIRST

Simplify the purchasing process by giving your customer clear choices based on their point of view. They must feel that they are in complete control of the transaction. The best way to clarify what they really want is to ask questions which will help you recognize your customer’s needs. Why are they interested in your product? Why now? Ask them what they’ve tried in the past and get a full history. Feel their pain and get enough information so that you truly understand what it’s like to be in their shoes. Don’t be afraid to take it one step further by asking probing questions such as: “How did that make you feel?” “Tell me more about that” is a simple way to bring out the deeper meaning behind the need. Trust me, your customer will appreciate your full attention. It’s likely they’ve been too busy to spend any time self-analyzing themselves, and with a little intuition you can help them connect with the root cause for wanting to make a purchase. Use this information to vividly describe their current situation using their own words. When you repeat the information they’ve given you back to them, they will feel a deeper connection with you and know that you cared enough to really hear them. 

RELAX

You don’t have to convince anyone to buy your product. In fact, I make it a point to remind myself that I do not have to sell, even though that’s the raw truth of the matter. Yes, ladies and gentleman, you are selling if it’s your intention to promote a product or service. However, the best salesmen know that what they are offering is simply a solution to a problem, and it’s up to your customer to decide based on the information you’ve provided. If you believe in your product and the company you represent, there should be no emotional attachment to the outcome. Do not feel like you need to grease the wheels. Trust me, your customers will pick up on it fast, and when they sense you have an obvious agenda it becomes more about you and your end game. The biggest mistake you can make is to ask for the sale so that you can make a bonus! Keep the focus on your customer’s needs and establish trust first and foremost. Just deliver the facts. Hide nothing. Protect nothing. Defend nothing. Expect nothing. Fear nothing. 

HOW TO TAKE YOUR CUSTOMER FROM INTERESTED TO INVESTED

It’s a great idea to ask for your shopper’s opinion! There is no greater compliment, and by showing this sign of respect you will gain even more insight. They’ll certainly be more open to listening to you and your point of view after you’ve asked for theirs. As they continue to explain themselves, subconsciously they may question their own way of thinking and reconsider their position as a result. Asking the right questions will help your customer make their decision faster. It’s up to you to lead the conversation. Today's consumer wants to be asked, heard, and understood. Listening closely will allow you to slow down and ask a better quality question based on what they’ve told you, not what you think they need to hear. Listening also makes you appear to be smarter. Be present, be acknowledging, be accepting and be curious. Let the conversation flow. Your goal is to help your customer say yes to themselves. They must feel strongly that it’s the right decision for them and that they deserve it! 

SO WHAT’S THIS GOT TO DO WITH AUTOSHIP?

Everything, because you’ve clearly established the value of your product or service. Now, when it comes to pricing your customer will feel a stronger commitment not to you, but to himself. Start by asking if they are open to your recommendation based on the information they’ve provided. Give them two options, starting with the most expensive because it’s always easier to come down in pricing. Do not be afraid of the price that you’re asking for! If you think it’s too expensive, then you’ll project those feelings onto your customer and never make the sale. Stand firm. The bigger the price tag the better the deal. More bang for your buck. Be excited about the value and be confident that most of your customers get the best results when they dive in and go for it. I’ve even asked them point blank: “Are you more interested in saving money or getting results?” Remember, it’s a question, not a pressure tactic. Everyone knows you get what you pay for. Okay, so you’ve made the sale and now it’s time to tell them about autoship. It’s all in the delivery my friends.

KNOW YOUR POLICY

I have to rely on my own personal experience with my company policies, so please do not assume the example I’m using here is also true for your company. It’s up to you to do your own research. I once made a huge mistake when I told my friend there was a 100% guarantee and later found out it was just the products that were guaranteed a refund, not the membership fee, shipping or taxes. On top of that, the customer also had to pay to ship the products back to the company. When something like this happens, it’s clearly your mistake because you gave the wrong information, and it’s up to you to make it right. For me this meant paying the difference. That was an expensive mistake which could have been avoided. Own the policy and state the conditions without wavering. You are a professional and this is a business, there is no reason to feel like it’s unreasonable as long as you set clear expectations. If you say your autoship is easily cancelled you’d better know the exact process for doing so. There are many companies that lead you down a very difficult road, starting with the hidden autoship in the fine print of the “free trial” and then leading you through a maze of purposefully poor customer service. Please be sure you are not associated with a company that has to deceive people in such a way! 

AUTOSHIP IS AN EASY CHOICE

Here’s what I would say: “As with any company, the best customers get the best prices. I can get you an additional 15% off if you set up an autoship account, which can be cancelled at any time. If you want to save money, that’s what I would recommend, but it’s up to you.” Because you have laid the groundwork, this is a simple question which should lead to the obvious answer, which of course is to save more money. The people who have a hard time with this have not taken the time to get to know their customer’s true needs as outlined above. Work on establishing a relationship first and foremost. It’s not about you or the sale, it’s about providing a service and mastering the art of connecting your customer with their true need.

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To your success! 

Judy J Lutz