Want to complete the sale and have your customer return for more?
Here are a few tips:
1. Don't hide the price until the last minute
2. Do make it clear whether VAT or your local sales tax is included
3. Don't add heavy charges at the end for delivery
4. Or add booking and administration charges (especially per ticket)
5. Do offer a free returns policy so people can try before they buy
6. Don't offer next-day delivery, use a carrier who can't guarantee that and then tell your customer that it's out of your hands and they'll have to wait 9 days before they can make a claim for a lost parcel
7. Don't continue to offer next-day delivery on your web site when you know that your depot is knee-deep in snow and nothing is moving
8. Don't accept the sale, then send an email telling the customer they will now have to stay in between 9.30 and 5 the next day to sign for delivery
9. Do describe your products and services clearly and honestly
10. Do offer to respond to customer queries promptly, and then do it
It's amazing how many organisations, large and small, think they can get away with not following these guidelines, and blame the customer for not reading the small print!
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