Customers who make pre-purchase enquiries can also be categorised as those who are considering a purchase. As potential customers, they are much more likely to decide to make a purchase with you if they are treated professionally and politely.
However, if the response is slow or inadequate, the likelihood that they will make a purchase decreases significantly.
Be aware that an inadequate enquiry response is giving the prospect a reason not to buy.
Post-purchase enquiry responses can make or break your ability to create repeat customers.
However, it is difficult to know how far to go in responding to post-purchase enquiries. There is no right answer as to how far to go in replacing or repairing a product once it has been used.
In the aforementioned survey on post-purchase, the top support desired by customers included ‘handling repairs and breakdowns’ and ‘product replacement’. In other words, it shows that customers want to continue to use the products they have purchased.
If you are courteous, your customers will be satisfied with your service.
They may become repeat customers, or they may create potential customers through positive ‘word-of-mouth’ marketing.
Remember, either way, it will lead to increased sales.