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objectionable
content
By Lee Carnihan
This deck will help you improve your
customers’ experience and youronline sales.
2
Objections are
needs
in disguise.
Addressing yourcustomers’
objections will...
4
...help them answer these types ofquestions:
1. Why should I...
2. Do I really want to...
3. Am I even able to...
4. How, ...
And answering those questions will
increase the chance they will buy,
or at least not drop off your site so
quickly.
Whether people are aware of
their objections ornot…
Whether they voice their
questions
or not...
7
...their objections will influencetheir
decision.
8
You can and should address
your customers’ objections,
or a competitorwill.
9
Here are a few
objections to get
youstarted...
10
#nofomo
11
12
Do they want to belong or be a part of
the experience?
13
#nohurry
14
15
Seriously, what’s the rush to buy
from you?
16
17
#nomoney
18
Who, how, when, where canthey
pay?
● Infrastructur
e
● Devices
● Currency
● Amount
● Location
● Timing
● Speed
● Security
● Verification
http://www.payyourway...
20
#noneed
21
Do they need what you
have?
Who is this coat actually
for?
The buyer may not be the
user.
22
23
#nobelief
24
Do they want to take a leap of faith?
Do they need a guarantee?
Am I really going to be this
happy? No really? Honestly?
25
26
27
#nodesire
28
Do they really, really want what you
have?
29
30
#noability
31
Do they need special skills or know-how
to buy from you?
32
33
#notime
34
Can they buy from you in the time
they have?
35
#nofear
37
Do they perceive a threat or have a
worry?
Er dude... where’s your
HTTPS?
38
39
#noawareness
41
Do they know you?
Have they heard ofyou?
42
43
#nounderstanding
44
Do they get your offer
(quickly)?
45
#nofeeling
46
47
Do they want to feel
good?
http://www.toms.co.uk/
48
http://www.thebigknit.co.uk/
49
50
#nonextstep
51
Can they see thesteps?
Can they takethem?
52
Bringing it all
together...
53
54https://grindstore.com/products/guns-n-roses-appetite-for-destruction-mens-black-t-shirt-547758.html
55
Addressing objections fuels hope andthe
belief they have been understood, and
that fuels interest, desire and action.
B...
56
#joy
#proof
#trust
Which leads
to...
57
Apositive
association
with your 58
THE
END
59
Say hello on Twitter:
@lee_carnihan
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Objectionable Content: How to improve your customer’s experience and your online sales - Lee Carnihan

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When a customer leaves your website without buying something, it could be for any number of reasons. The product was out of stock. They couldn’t understand your size guide. They couldn’t find what they were looking for. They found a better offer someplace else. They were browsing at the office but had to abort to get an important piece of work done.The list is potentially endless. It could be all those things or none of them. And it can be hard to know what the reason was that people don’t hang around to tell you. To find out, you can use things like secret shoppers, UX consultants, and DIY tools that record web visits for you to analyse later and figure out what might have caused a drop-off.

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Objectionable Content: How to improve your customer’s experience and your online sales - Lee Carnihan

  1. 1. objectionable content By Lee Carnihan
  2. 2. This deck will help you improve your customers’ experience and youronline sales. 2
  3. 3. Objections are needs in disguise.
  4. 4. Addressing yourcustomers’ objections will... 4
  5. 5. ...help them answer these types ofquestions: 1. Why should I... 2. Do I really want to... 3. Am I even able to... 4. How, when, where, what can I... ...buy from you?
  6. 6. And answering those questions will increase the chance they will buy, or at least not drop off your site so quickly.
  7. 7. Whether people are aware of their objections ornot… Whether they voice their questions or not... 7
  8. 8. ...their objections will influencetheir decision. 8
  9. 9. You can and should address your customers’ objections, or a competitorwill. 9
  10. 10. Here are a few objections to get youstarted... 10
  11. 11. #nofomo 11
  12. 12. 12 Do they want to belong or be a part of the experience?
  13. 13. 13
  14. 14. #nohurry 14
  15. 15. 15 Seriously, what’s the rush to buy from you?
  16. 16. 16
  17. 17. 17 #nomoney
  18. 18. 18 Who, how, when, where canthey pay?
  19. 19. ● Infrastructur e ● Devices ● Currency ● Amount ● Location ● Timing ● Speed ● Security ● Verification http://www.payyourway.org.uk/ways-pay 19
  20. 20. 20 #noneed
  21. 21. 21 Do they need what you have?
  22. 22. Who is this coat actually for? The buyer may not be the user. 22
  23. 23. 23 #nobelief
  24. 24. 24 Do they want to take a leap of faith? Do they need a guarantee?
  25. 25. Am I really going to be this happy? No really? Honestly? 25
  26. 26. 26
  27. 27. 27 #nodesire
  28. 28. 28 Do they really, really want what you have?
  29. 29. 29
  30. 30. 30 #noability
  31. 31. 31 Do they need special skills or know-how to buy from you?
  32. 32. 32
  33. 33. 33 #notime
  34. 34. 34 Can they buy from you in the time they have?
  35. 35. 35
  36. 36. #nofear
  37. 37. 37 Do they perceive a threat or have a worry?
  38. 38. Er dude... where’s your HTTPS? 38
  39. 39. 39
  40. 40. #noawareness
  41. 41. 41 Do they know you? Have they heard ofyou?
  42. 42. 42
  43. 43. 43 #nounderstanding
  44. 44. 44 Do they get your offer (quickly)?
  45. 45. 45
  46. 46. #nofeeling 46
  47. 47. 47 Do they want to feel good?
  48. 48. http://www.toms.co.uk/ 48
  49. 49. http://www.thebigknit.co.uk/ 49
  50. 50. 50 #nonextstep
  51. 51. 51 Can they see thesteps? Can they takethem?
  52. 52. 52
  53. 53. Bringing it all together... 53
  54. 54. 54https://grindstore.com/products/guns-n-roses-appetite-for-destruction-mens-black-t-shirt-547758.html
  55. 55. 55 Addressing objections fuels hope andthe belief they have been understood, and that fuels interest, desire and action. But it also sets an expectation: you have to keep your promises.
  56. 56. 56 #joy #proof #trust
  57. 57. Which leads to... 57
  58. 58. Apositive association with your 58
  59. 59. THE END 59 Say hello on Twitter: @lee_carnihan

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