One situation you may not know how to handle is when a customer asks for substitutes.
“Can I have chocolates instead of tea?”
“What if you take out the biscotti and add chocolate truffles?”
Here are three ways to prepare for quick changes during an office presentation or order by phone.
1. Say “let me check on that” rather than agreeing right away. Tell the client you want to make sure you’re not overcharging them for the design change. In reality, you want to make sure the change doesn’t decrease your profit.
2. Bring a list of 3-5 items that can be exchanged for some of the basket’s contents. Offer any of these products if asked for substitutes, and stick with these options unless you must resort to No. 1 above.
3. Make certain designs “as is” with no substitutions. If they aren’t acceptable for clients, you then move on to custom designs, which can elevate your profit.
Making substitutions and adding alternatives is a huge part of the gift basket business. What do you say when a client asks for substitutes?
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{ 2 comments… read them below or add one }
Shirley, I especially like your first suggestion: “let me check on that”. I think we should pause more often when answering questions such as these from our customers. I’d rather give the “right” answer instead of promising everything, than having to go back to the client and make a change to what I already promised. But while a “pause” is worthwhile, don’t wait too long to get back to the customer.
You’re absolutely right, Lorie. The pausing tactic works best when contacting the client within one hour of the initial call and no longer.
That’s plenty of time to investigate and crunch numbers without losing the sales opportunity.