How to Keep Your Liquidation Lot Buyers Happy & Satisfied

Providing customer support to ensure your clients’ satisfaction is immensely important, especially when you are providing your buyers with liquidated goods. Because your clients will be buying slightly used, refurbished, or as-is products, it is crucial that you do not just impress them once, but also keep them happy so that they come back to you for even more of your quality products and services.

However, you must understand that satisfying the customer goes beyond just providing them with quality products as there are many other factors which need to be considered.

Here is a list of the top 15 tips you can use to keep your liquidation lot buyers coming back for more.

Tip #1: Provide Easy and Straightforward Processing

Customers who buy your liquidation products lead a busy and complicated life and do not need you to make their life harder. This is why your customers will always expect you to provide them with an easy and straightforward way to process and buy the merchandise they need.

Presenting them with complex and difficult ordering methods will only make them turn away and buy a lot from your competitor. Therefore, before you start selling your products online or in a physical store, you must ensure that your potential customers can search for, find and buy wholesale liquidation products with ease.

Tip #2: List the Exact Condition of Your Merchandise

When selling liquidation products, you will be showcasing items with different conditions such as refurbished, customer returns, or as is. Therefore, if you want your clients to be happy with what they have bought and to not encounter any unforeseen problems after they take the product home, you should tell them about its exact condition.

However, because most of the products that you sell will probably be tested and rectified, it is also crucial that you let them know of the changes that have been made. You must also list the payment terms properly and clearly to avoid creating any confusion.

Tip #3: Offer Convenience

One of the best ways to offer convenience to your customers is to provide them with easy accessibility to your online store and lay out your available range of merchandise in a proper manner.

Liquidation stores or websites that are well known for their convenience usually list their products clearly along with their volume, payment options, product assemblies and trading hours. If you implement these in your store, the visitors coming to you will realize that you respect their time and demands and are therefore providing them with the most convenience.

Tip #4: Do the Unexpected

Most companies or individual liquidation product sellers will promise top notch performance but deliver not even half of what they should. As a result, their customers are let down and they never come back again.

Therefore, experts suggest that you must under-promise and over-deliver or do the unexpected. Provide the customer with something a little extra like a bonus or something else which they did not expect. This can be in the terms of price, an additional accessory with the electronics they have bought or a range of other things.

Remember that the size of the bonus or the added free service does not matter because when you surprise the customer, they will become more loyal.

Tip #5: Expect Your Customer to Know A lot

One of the most interesting things about this modern era is that your customers will always engage in extensive research over the internet before they buy anything from you. Therefore, even though you may not think so, your customers will know quite a lot about the product that you are selling, its features and its average price in the market.

Just like you are encouraged to research the vendors or suppliers that you are buying from, make sure that your customers know about your company, its reputation in the market and the sort of products that you sell.

Tip #6: Rely on Excellent Customer Services

Showing interest and providing genuine customer services and support are the key to any customer’s heart. Even if you are selling liquidated products online, you must make sure that the services or help you are providing does not appear indifferent, disinterested or detached because this will surely leave a very bad impression on your customer.

In fact, you should not only provide excellent customer services when the merchandise is being bought; you must also offer after-sales support so that your clients know that you are there even after they have bought the product and taken it home.

Tip #7: Think like the Customer

When you start thinking like the customer, you also realize that they look for value over price. Therefore, contrary to common belief, the price is less important to your customer, especially when it comes to buying things repeatedly from one supplier or provider. What is most important to the customer is that you provide them with value and a fair if not too low a price.

Even when you sell cheap products to the customers without caring whether they give them a good experience, you will lose your clients slowly and steadily. However, you must also make sure that the prices you are offering are competitive because no one likes to be a fool by paying more than they should have for a product.

Tip #8: Work On Your After Sales Relationship

Even though you may not always be able to provide guarantees and warranties with your liquation products, you must still work on your after-sales relationship so that your customer can be of your reliability and trustworthiness.

However, this relationship requires a lot more than support in case the customer is facing any problems. Your clients will be looking for several ways in which they can interact with you and find out more about what you are offering in the future. You can also tell your customers about any add-ons or updates present with the products they are buying.

Tip #9: Get Involved Using the Social Media

One of the best ways to get your customer’s attention is by being present on one or more of the social media platforms available. Even though it is not recommended that you make pages and profiles on every one of them, experts do suggest that you pick out two to three social media websites, such as Facebook and Twitter, and start interacting with your customers through these platforms.

In fact, engaging on these websites will not only help you get connected with your customers, but will also open a whole new area for you in regards to your target audience because you will now be able to connect without geographical barriers.

Tip #10: Resolve Issues Wisely

According to studies, consumers say that they experience very rude behavior from some customer services and about 58% of them end up telling their friends about their experience. Therefore, even if your customers have issues, you must answer or resolve them as politely and as quickly as you can.

If you do not respond quickly and politely, your business will be labeled as unprofessional and unreliable, which will cause your company to get a bad name. So make sure to respect the customer and avoid angering them further when trying to resolve any issue so that everything can work out as it should.

Tip #11: Listen to What Your Customers are Saying

Your customers will not be satisfied with your products and lots unless and until you really listen to what they are saying to you. So while having a two-way dialogue with your customer, through any medium or platform, it is important that you really listen to what they are saying.

This is beneficial for you and your business because hearing what the consumer is saying will give you a good idea of their requirements. You can use this information later when you buy liquidated products from your vendor.

Moreover, if you really want to impress your customers and give them what they need, you can always conduct online surveys or shoot out emails and ask for valuable feedback about the various things that you are selling.

Tip #12: Offer Discounts to Loyal Customers

When your business starts becoming successful enough to reel in returning customers, you must respond to them in a positive manner by providing them with discounts and promotions. This will not only ensure that they appreciate and love your company and the products that you are selling, but will also make them promote you through word of mouth.

However, if you do not want to differentiate between your new and old customers, you can always offer discounts to consumers who buy a larger number of lot or products. Another good way to keep customers coming for more is to run contests on your website or social media platforms.

Tip #13: Build On-Going Trust

Trust is an extremely sensitive issue when it comes to your relationship with clients. No matter what the size of your company is, you must keep your customers informed about any positive or negative changes when it comes to the services or products you are offering. However, you must also be careful while implementing changes. When your customers have become accustomed to what you are already offering, they will not appreciate a lot of alterations.

Tip #14: The Customer is Always Right

The first rule of running a successful business is to believe that the consumer is always right. If you want your business to grow and need your customer service to be excellent, you must never point out to the customer that he or she is wrong about something. The first step to making your client believe that they are always right is to develop a clear and straightforward customer service policy that highlights phrases of your company that show that your end goal is to make them happy.

Also, make sure that your customer representatives know how to deal with an unsatisfied customer and guide them on all the steps they need to take to resolve the issues.

Tip #15: Always be Grateful

Last but not least, saying ‘thank you’ and a few other kind words will help you go a long way while ensuring customer satisfaction. According to several studies and surveys, 3 out of 4 customers say that they will spend more time on a company and go back to it simply because they respond in a positive manner and show kindness and gratitude towards their business.

Therefore, if you really want to show your consumers how much you appreciate them and plan to have them come back to you for more products, make sure to thank them through your words and actions.

The Bottom Line

Even though sourcing good liquidation products for your liquidation business must be your core objective, you also need to provide your customers with the best services. There are a number of companies before you that had failed despite having great products and services to offer simply because they did not put in enough effort into satisfying their customers and listening to what they need. So, always remember that even though your happy customers will tell their friends and acquaintances about you, unhappy consumers will have a much higher chance of telling other people about their bad experience. 

So, always remember that even though your happy customers will tell their friends and acquaintances about you, unhappy consumers will have a much higher chance of telling other people about their bad experience. So remember the aforementioned 15 great tips discussed in this post and implement them in your business. Rest assured that even your one-time customers will turn into loyal customers who come back to you whenever they need a large number of liquidation products.

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