Imagine you are running an eyewear store that sells frames and glasses. It is certain that every once in a while, you will get a customer who would be buying frames or glasses for the first time. They would know little or nothing about the product and have many questions like – how to choose the perfect frame? What does “ophthalmic frame” mean? Should I go for full frame or half frame? – and, so on.
It is likely that if they don’t get proper assistance from you, they will just scoot away. But if you properly guide them and lead them towards making an informed decision, you will most definitely strike the deal and also earn loyalty from that customer as a reward.
The same is applicable for ecommerce stores, but on a rather larger scale, especially because of the ease of visiting an online store. It is inevitable that you will receive a multitude of clueless customers on a regular basis, who either are not accustomed to shop on your online store or simply lack the knowledge about the product.
You do not want them to be lost in the product catalogues, or in the search for information on products they want to buy. This will most certainly result in lost sales, as well as lost customers.
There is a misconception among marketplace owners that shoppers usually have nearly as much information about products as much as sellers do. Consequently, many ecommerce marketplace owners assume that customers already know exactly what they want to buy and don’t make the effort to provide much information about the product they list on their website. Such ecommerce business owners tend to forget what learning curve a first-time shopper or a clueless shopper will have.
To get some perspective, consider this: At your local supermarket, you must have seen numerous attendants at different aisles assisting customers in their shopping. But when it comes to online shopping, the owners forget that the customers might also get lost in the maze of the catalog and would require assistance in their shopping. Online stores that ignore this fact, evidently, face the loss of tons of sales.
Suggested Read: Turn your customers into your salespersons
Unlike local superstores, where you can just put attendants across different aisles, in an online store the process is a bit tricky. You need to ensure that your online store in itself scores high on customer satisfaction and simplifies the shopping experience for consumers. For that you need to act upon the following:
These are just some of the pointers which can ensure that you do not lose business from clueless customers. With the competition among ecommerce businesses increasing, it has become crucial to fix any leakages in your sale funnel in the form of clueless shoppers. So the next time any novice or a first-time shopper lands up on your ecommerce marketplace, the above-mentioned tips will ensure that the conversion goes through.