Caveat emptor: “Let the buyer beware.” It’s a warning that dates back to ancient times; no wonder your customers are concerned about placing their trust in you. After all, they’re giving you their hard earned money! You need to be empathetic. And if you don’t have empathy by nature, good news: It can be learned. Just put yourself in your buyer’s shoes.
Remember those times when you’ve called a company’s customer service department — for whatever reason — feeling angry and/or frustrated? Chances are, that’s how your buyer feels, too. When a glitch happens with a sale, it sets off all kinds of alarm bells in the customer’s mind. So right off the bat, you’re dealing with someone who feels worried and defensive. It’s up to you to keep calm, allay their fears, and above all, be kind in resolving their issue(s).