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6 factors to negotiating a win-win with customers.

Step #6 –How to negotiate with more customers on your product or service on the Internet of How to Best Manage the Sales Process with a Google Informed Client.

Editor’s note: This is Step 6 of eight steps– Step 1: How to Manage the Sales Process with a Google Informed Client Speed in messaging is paramount…5 tactics to mitigate misinformation for your small business. Step 2: Isn’t Everything Posted on the Internet True? There are millions of options to capture advice…here are 5 best practices when giving advice. Step 3: Clients Will Go Beyond Your Website To Research Your Business Your website is not the only place your clients will research what you sell. So how do you present what you have to offer?   Step 4: Making a Plan to Demonstrate Your Business on the Web [Video] 6 ways to let the customer experience what you have offer over the internet. Step 5: Three Ways to Close More Sales Over the Internet How to close more customers on your product or service on the internet.

Negotiation on what you sell must create a situation in which the customer wins and you win. To do so you must first understand competitive pricing to negotiate with customers. Then, there are many other factors to consider when you are trying to sell something over the web. Often, it will happen without ever speaking or interacting with the customer (to properly negotiate with them).

This is considered one of the most difficult steps as we all believe the price is the only thing you will negotiate on; and in reality, that is just not true. My experience and research on how to win negotiations with customers on the web is not just based on price.

You must focus on these six factors when negotiating where you create a win-win situation with the customer:

1.  Speed of Response

  • When dealing with all information regarding the customers in today’s world, you first need to understand that they are more likely to buy from you because you care enough to respond to their needs quickly. Having the lowest price with slow response will often not win the deal.

2.  Confidence

  • Google is full of information that your customers can gather.

As a result, you have to be equally or more informed than the customer. Not to be smarter, but to become their expert. Each potential client will have more confidence to buy from a site that has a high reputation and provides great education for customers.

3.  Price

  • You do not have to be the least expensive, but your product must be priced competitively.

Amazon is a great example of being able to sell products at a little bit of a premium with great success because of the factors listed here in negotiations.

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4.  Timing

  • One thing customers will want to negotiate on is when they can get what you have.

Your ability to respond to and deliver to your customers is often the factor in negotiations that customers are willing to pay for.

5.  Delivery

  • One of the most important factors in a purchasing decision on the internet outside of price and product is FREE DELIVERY.
  • Customers are often bothered by getting the product they want if they have to pay to get it, even when it is delivered to their home or business.
    • However if you offer a reasonable amount of time to receive it for free, they will pay extra if they need to have it sooner.
  • As mentioned in timing, you need to be able to deliver to a customer when they need it.

6.  Trust

  • Your online reputation is critical.
    • First, you must not fail on the commitments you make to you customers.
    • Second, you must take care of your online reputation, which is where customers make independent comments about how you do business. Their positive comments and tips will be a huge benefit to your online reputation.
    • Third, you must promptly respond and work with any customers who have complaints or criticism. Doing this in a public way will be a reflection on how you do business.

To attempt to close more business on the web, if that is at all possible, you must look to keep your site simple. Examples of some of the most successful sites that accomplish this are Amazon, EBay and Craigslist. In none of these examples is the site focused on complicated graphics or fancy designs. Even service sites like Skype, Google, or WhatsApp have kept things simple. When making decisions about how to build a better closing tool, make sure you look to simplify your sites navigation with the customer in mind.


Jaime ““Jim”” Hernandez

Jaime “Jim” Hernandez, is president of Strategic Business Communications, Inc. which ranked #4122 in INC magazine’s Fastest Growing Companies in America. He contributes a column about marketing for Latin Business Today. A motivational speaker, marketing consultant and trainer, Jim has worked with more than 30 businesses in the U.S. and abroad. He is a member of the National Advisory Board of MYM, and has been a guest lecturer on sales and marketing at the University of San Diego.