A sales rep is showing a customer engagement rings. The customer shows interest in a particular ring, but when the rep mentions its price, he hesitates, saying, “Let me think about it.”
Which response(s) ?would be effective? Select all that apply.
Ask him if the price is the only thing holding him back
Agree that he should take his time making this important decision
Tell him about any free services offered with ring purchase
Tell him about an available payment plan
Mention that the prices of the rings in this collection could increase soon
Encourage him to come back in a few weeks when the rings are on sale
The Correct Answer and Explanation is :
The most effective responses in this scenario would be:
- Agree that he should take his time making this important decision.
- Tell him about an available payment plan.
- Tell him about any free services offered with ring purchase.
Explanation:
- Agree that he should take his time making this important decision: Engagement rings are a significant emotional and financial investment. Acknowledging that the decision is important and encouraging the customer to take their time helps build trust and empathy. This response reinforces that the rep understands the gravity of the purchase, rather than rushing the customer.
- Tell him about an available payment plan: If the price is a concern for the customer, offering a payment plan can be an effective way to ease their hesitation. This response provides a practical solution by showing that there are options to make the purchase more affordable, without directly confronting the issue of price. This can lead to a positive outcome if the customer is genuinely interested but worried about the cost upfront.
- Tell him about any free services offered with ring purchase: Mentioning additional value, such as free services (e.g., resizing, cleaning, or engraving), can make the purchase more appealing. It highlights that the value of the ring goes beyond the price tag and that the customer will receive more for their investment, which might help them feel more confident in the decision.
Responses to Avoid:
- Ask him if the price is the only thing holding him back: While it’s important to understand customer concerns, asking directly about price may make the customer feel uncomfortable. It can create a transactional atmosphere and put pressure on them to discuss their financial situation. A better approach is to offer value and solutions without directly addressing the hesitation.
- Mention that the prices of the rings in this collection could increase soon: This can come across as a high-pressure sales tactic and may not build trust with the customer. It can create anxiety and might make the customer feel like they’re being pushed into a decision they are not ready to make.
- Encourage him to come back in a few weeks when the rings are on sale: This response could make the customer think they might be able to get a better deal later, leading them to delay the purchase indefinitely. It’s better to focus on the present opportunity and show value now, rather than implying they should wait.
By offering a mix of understanding, practical solutions, and added value, the sales rep can effectively guide the customer toward making a decision while respecting their need for time and consideration.