Should I call the buyer back?

We analysed the opinions of sellers on the Rozetka marketplace and interviewed our own top managers, and came to the conclusion that there is no clear answer to the question of whether or not to call a customer after they have made a purchase. However, in order to avoid misunderstandings, in most cases, it is better for the seller to remove all possible objections to the product or order details. Let us explain in which situations it is mandatory to confirm an order by phone and when it is not. 

Since customers are all different, everyone has a different perception of product information. Some customers will see, for example, that the generator is only suitable for diesel engines of walk-behind tractors, others - for petrol engines, because it "seemed" so in the product photo. Still others will read the description and order the right product. In general, people make purchasing decisions based on their own experience or information about the product that you provide on your website.

The more accurate and clear information about the product the seller has on the website, the fewer calls he or she will have to make to the customer.

You need to clarify if:

• the buyer does not know the cost and other delivery terms,
• the product has certain features of use or is a "complex" product,
• the product is incomplete,
• the customer and the recipient are different persons.

For the most part, customers understand how much money they will pay for the delivery of goods. However, there are situations when the exact cost of the service is unknown, especially if the goods are cheaper than the delivery in the end. In addition, the customer may not be aware that transport services for bulky goods can be expensive.

If your product is a specific product, for example, from the category of electronics, spare parts, appliances, clothing or footwear, you should warn the customer about its features. First, this will save you money on shipping costs if the product does not suit the buyer and he or she refuses it.

     

Some manufacturers or suppliers provide goods incompletely, which makes it impossible to use them. For example, coffee makers that require additional filters. This should be mentioned in the product description on the website. However, many customers do not read the information about the product, but order it spontaneously by looking at the photo.

In this case, it's better to call the customer to avoid problems and offer to complete the product at the same time.

If the customer and the recipient are different contacts, it is better to call the customer. Often, the customer is only responsible for the technical part of the order, while the recipient accepts the order. For example, to make an anonymous gift or to purchase goods for another person. If you cannot reach the customer, send an SMS or Viber message with your contact number and the reason for the call. If you can't reach the customer in a day or two, only then call the recipient.

Dialing the customer is inappropriate in two cases:

• when the buyer has marked the "Do not call" box in the order,

• the product is standard and the order is paid for.

These are typical situations when your call can irritate customers, like unexpected cleaning at 9:00 am in a hotel when you've hung a "Do Not Disturb" sign on the door handle.

However, there may be exceptions to call refusal, as we discussed above. If there are nuances in the product or delivery terms, and you know about them, don't be too lazy to warn the customer about it.

100% payment for the goods gives you confidence that the buyer has no doubts about the order. Therefore, you shouldn't play it safe and confirm the order by phone.