In this week’s post we are covering the concept of uncomplicating the decision making process to make it more efficient for both you and your customers/clients. There are essentially 5 stages in the decision making process.
The customer will:
- Give the product/service a chance to transition from a “no” to a “maybe”.
- Investigate the different options and products available.
- Observe the product to check for potential features and benefits, to see if it aligns with their needs.
- Become a customer and purchase their first item. They will be able to form their opinion of you and your product.
- Purchase again and start spreading positive word of mouth as an advocate of your products.
So, let’s take a closer look at each one of these.
From “No” to “Maybe”
This stage is important because if your potential customers don’t even take a second look at your products and services, then you have no chance of sealing a deal. This is why you need to offer credible information and well thought out pricing, guarantees and incentives.
Investigating Your Products
At this stage they are taking a closer look at your product line to see if there is actually anything that could benefit them. This is where you need to make sure your information is right out there in front for the customers to see and compare.
Customers often feel more at ease and ready to purchase when there is some sort of a trial in place. They usually want to try vicariously through someone else, so they don’t feel any risk involved. A good way to offer this is through demo videos, product demonstrations or a tour of your facilities. This stage may invoke a reaction of “I tried it and liked it. You should check it out.”
Make a Purchase
At this stage, they have taken the risk of purchasing one of your products or services and are now evaluating how easy, convenient, cost effective and satisfying your product or service is. At this stage a common reaction would be, “It was really easy to use and learn from. It’s really great, you should get it!”
Advocates for Your Products
At this last stage of decision making the customer is pleased with your product and often continues using it and/or comes back for more products and services. They are likely telling friends/family how much they like it, that they use it every day and have already (or will be) back to your business for more.
So now we have discussed the different types of purchasers, we are going to take a closer look at their characteristics, so you can figure out which tactics are best to use at the right stage of the decision making process.
- Wants to stand out from the crowd
- Knows what’s hot and trending
- Likes “strange” or “weird” new products
- Wants to be the first to try and will talk about it enthusiastically
- Driven by excellence
- More concerned with possibilities than realities
- Always looking to be a leader
- Always looking for a new vision
- Wants to be perceived as competent
- Concerned about practicality and easy comparisons
- Needs an easy way out if not satisfied
- Wants products that meet the industry standard
- Generally skeptical and wants to know the risks upfront
- Needs to shop around for the best deal
- Needs a support system
- Wants what everyone else has
- Needs it to be completely safe and traditional
- Needs reassurance that nothing will go wrong
- Won’t try new things unless it’s the last resort
- Will search for loopholes and problems
- Wants to use it in the standard industry way
As you can see, each type of consumer wants something different depending on their personality type. The key to successful word of mouth is to target and cater to each type of consumer. If you need help identifying the different consumer types try our GUIDED TOUR for the resources and tools you need to get the job done.