Have Your Support Team Recommend Your Favorite Affiliate Products
Assuming your business requires a support team, give it some thought and think about how to turn customer support into sales. Just like you should use your transactional pages to promote something to your buyers that is related to what they bought, you should also use any of your customer support points to promote affiliate offers when it makes sense to do so.
Train Your Team
When you bring on any new team member, give them a short presentation about the history of your business and the goals that you have for the business. This is a good way to get everyone on the same page.
You don’t even have to do it in person, just make a welcome video that you give to any new team member to watch. If you use a system like Basecamp, you can have the videos there for their use, or you can get them to sign in to your membership portal via amember.com to get their training and information.
Use a Shared Affiliate Link File
Set up a shared file with the affiliate links in a list that is ordered by category. Ensure that you also put in the file reasons to recommend the product, what problems the product solves, and why you like it for that problem to help the team member. That way anyone you bring on your team can locate and find appropriate affiliate links and product recommendations based on what they’re helping the customer with.
Let Them Use Their Own Discretion
Give your team members enough power to solve problems without sending them on to you by assigning a dollar amount to what they can do. Training in this regard is important so that your team member who is providing customer care can do the right thing for the customer and the business on their own.
Customers (Happiness) Always Come First
You’ve heard it before – the customer comes first. However, in many ways, it should be said that happiness comes first. If you cannot make a customer happy, refund their money, make your apologies, and still recommend another tool that you think might work. Train your customer care team members that happiness comes first. If happiness cannot be achieved, it’s okay to refund and recommend and move on.
Knowing when and how to recommend affiliate offers is an important component of customer service. The team member needs to know when it’s okay to make the suggestion, and when it’s better not to. It takes some trial and error to hit the right note during customer care, but with practice, you can boost sales during these touchpoints between customers and your team.
