ordering over the phone

[nineseven]

Hi

Could anyone give me some advice on this please.

I have a website selling sunglasses and watches - designer-sunglasses-store.co.uk and I originally wanted to sell 100% online, however I have had an enquiry asking about telephone orders.

I dont have the facilities to take telephone orders at present but am considering implementing them becasue of the enquiries.

Does anyone think this is a good idea to set up based on the fact that i am out of the office the majority of the time and wouldnt be able to process the payments anyway.

Personally i think i should stick with internet only orders but just wondered what anyone else thought

Thanks

 

[SFD]

My thoughts are either text on the contact us page saying 'we offer the best prices as we keep staffing costs low - no telephone orders etc'

or

To pay by phone please fill in the form and one of our staff will call you back.

Then you can phone when you are in the office.

 

[Freestylextreme]

Despite the fact that we have not released a mail order catalogue in over a year- we still regularly get phone orders. For what ever reason, even though they're sat in front of a computer at the time, some customers just prefer to talk and order on the phone.

 

[nineseven]

i like the idea of the form to call them back, then its on my terms and saves teh customer the frustrartion of not getting through

 

[wezza]

I've had a couple of requests in the past to pay by phone but didn't have the facility. I did try PayPal Pro which gives you a virtual terminal to take telephone orders (I think at a cost of £20/month) but because I rarely get telephone orders I ditched the pro and just used normal paypal.

With the previous customers I just requested a cheque through the post if they did not want to pay online. One was fine with that. I think the other one may have been a lost sale.

For me they are so few and far between that it is not worth me getting telephone facilities at the moment.

A pay as you go solution would be a great facility, perhaps a business idea for someone?

 

[Marlene]

Can you set 'Payment by Telephone' on checkout page? Then you can call a customer for the card details, whenever it will be convenient for you.
Or customise the 'Payment by Cheque' (or similar payment method) button to put a writing on it 'Payment by Phone', and then process it later

 

[Blush]

We take alot of telephone orders simply because sometimes our customers are browsing at work etc, they don't want to buy whilst on a work computer or they have found our details and wrote them down to order when they have time. They also like to still hear someone at the other end of the phone and quite often like to ask for further info on items, which is why we always have the tape measure handy!! A lot of our competitors simply dropship some of our products so can't offer the same service we do as we know our stock and can offer advice. We do however take customers details and ring back as we have had 'competitors' ring us for info as they don't have the stock to hand
We would have lost a lot of orders if we had refused to take orders over the telephone.

 

Being able to take telephone orders is essential if you are serious about your business if you are in retail.

Lots of questions may need answering before an order is placed.

Plus you can exercise your brilliant sales technique.

Earl

 

[cycloneuk]

I get probably only a handfull of telephone orders a month, usually from people that don't have a computer or from those that have problems ordering, it will increase no doubt during second half of December, i find that my customers know pretty much what they want, we also have good product descriptions.

 

[streetslocal]

You could try
www.transx.co.uk for your telephone payments and use a pay as you go call centre for your calls,they would take a message and you can call back?

 

[sysops]

Being able to take telephone orders is essential if you are serious about your business if you are in retail.

Lots of questions may need answering before an order is placed.

Plus you can exercise your brilliant sales technique.

You cannot apply your generalisations across all retail. The above applies if you sell doll's houses, but not of you sell £10 items. If you sell a £10 item, and make £4 on the sale, you can't afford to spend 5 minutes on the phone taking each order.

 

You cannot apply your generalisations across all retail. The above applies if you sell doll's houses, but not of you sell £10 items. If you sell a £10, and make £4 on the sale, you can't afford to spend 5 minutes on the phone taking each order.

I sure can afford to spend 5 minutes on the phone for £4 as with my infinite charm ,the next order that customer may place could be £400.

or if we are talking jetskis maybe 11k.Phone contact is the next best thing to personal contact with a customer.

I think there is a lot of trying a company out for delivery and service before people take the plunge into bigger purchases.

Earl

 

[sysops]

I sure can afford to spend 5 minutes on the phone for £4 as with my infinite charm ,the next order that customer may place could be £400.

Unfortunately that doesn't scale - we can't hire a group of fantastic, smooth-tongued, charming sales people to answer the phones and sell our £10 items. While the odd one many come back and place a £100 order, the vast majority won't.

Here's a good experiment for you. Try calling Amazon or Play and placing your order on the phone.

Are they:

A. Stupid, and missing a trick
B. Wise, and know that it isn't cost effective

 

Unfortunately that doesn't scale - we can't hire a group of fantastic, smooth-tongued, charming sales people to answer the phones and sell our £10 items.

Why on earth not .I would have thought that was the prime requirement of a sales person.?

I certainly would not have anyone coming in contact with valuable customers who could not charm the birds out of the tree's.

In fact I don't work with anyone who does not have those abilities.

Personality being one of the biggest assets in almost any business.

or in most walks of life.

Earl

 

[sysops]

Why on earth not .I would have thought that was the prime requirement of a sales person.?

I certainly would not have anyone coming in contact with valuable customers who could not charm the birds out of the tree's.

BECAUSE IT DOESN'T SCALE!!

You're very selective with which bits of the post you read, aren't you?

Amazon? Play?

 

BECAUSE IT DOESN'T SCALE!!

You're very selective with which bits of the post you read, aren't you?

Amazon? Play?

Amazon is a unique business model as is ebay e.t.c.

and yes people who use amazon are not to bright as they will find better prices elswhere.But then Amazon is a celeb culture.

For your average business having quality sales staff is paramount.

and scale what scale. 10,100,1,000 .?

Earl

 

[Petfriendlyrentals]

I would like to add my comment, as someone who originally had online payments only, but due to demand now offer phone orders too.

Sorry I agree with sirearl

our orders are generally £20-£30

we had so many enquires for phone orders, this was because people wanted more information about a product, wanted to know we was a trusted site, when would they get the item, and one that is becoming more common, people are at work, thay are allowed to browse but not allowed to purchase oniline, so they phone.

When they phone we always ask them if there is anything else they require as it will save on the shipping cost, we can turn a £10 order in to £15 order, and we are not pushy with it.

I would recommend to those that get asked.
PetTastic

 

[deniser]

It really depends on what you are selling (how expensive or complicated the product is) and how informative your site is. I would have thought sunglasses are quite straightforward unless there are lots of different customisable options or sizes?

I think my site has every bit of information a buyer would need so take phone orders during quiet times by picking up the phone (when I have the time and feel like chatting to people on the phone) and don't when I'm busy (when they get the answering message saying "As this is not a call centre but a busy shop, if you hear this message we are helping customers in the shop and can't get to the phone right now. Please leave a message).

Most don't leave a message but either email the query through which I do answer quickly, then order online or just go ahead and order online anyway. Those that do leave a message get called back when it suits me.

Most times the telephone callers are those who are too lazy to type their details onto the system but do it anyway when there is no alternative.

But I do think the more complicated the product, the more you need to offer a phone service. The more straightforward the product the less it matters provided your site inspires confidence.

I personally wouldn't take any phone orders at all if I had the choice as it doesn't really affect my sales as my products are fairly unique and if they want the product they will find a way to buy it (often the failed attemptors resurface a few hours later with someone else helping them to order) - but as I am sitting in the shop and have to answer the phone there for general business enquiries anyway, I can't really avoid the phone orders.

 

[Petfriendlyrentals]

Yes agree, wish i didn't have to answer the phone, half the time bombarded by poeple trying to sell me something, just turn the tables and try to sell them something

 

I think my site has every bit of information a buyer would need so take phone orders during quiet times by picking up the phone (when I have the time and feel like chatting to people on the phone) and don't when I'm busy (when they get the answering message saying "As this is not a call centre but a busy shop, if you hear this message we are helping customers in the shop and can't get to the phone right now. Please leave a message).

Those that do leave a message get called back when it suits me.

Most times the telephone callers are those who are too lazy to type their details onto the system but do it anyway when there is no alternative.



I personally wouldn't take any phone orders at all if I had the choice as it doesn't really affect my sales as my products are fairly unique and if they want the product they will find a way to buy it (often the failed attemptors resurface a few hours later with someone else helping them to order) - but as I am sitting in the shop and have to answer the phone there for general business enquiries anyway, I can't really avoid the phone orders.

One has to struggle with the point of having a web site that is not fully serviced.?

No such thing as a lazy customer,but plenty of lazy sellers.

Earl

 

[Blush]

In an ideal world they would all order online!
Like Denise I am in the shop anyway to take calls so if I am not busy will take a telephone order.I usually manage to sell more though as we can talk through extras etc. Life would be easier if they ordered online but if they ring at least you know you have captured that sale.

 

[deniser]

One has to struggle with the point of having a web site that is not fully serviced.?

No such thing as a lazy customer,but plenty of lazy sellers.

Earl

Yes that's me!

 

[Billy_Ben]

i think you better stick to internet orders... i agree with the forms fillled up and call them back as soon as you're available

 

[zsazsab]

It really is convenient for your customers if you can take orders and talk to them over the phone to answer their queries. If you want your business to stand out, you have to have excellent customer service.

My company offers inbound and outbound services. We can make and take calls for you. PM me if you're interested. =)

 

[Gate2Shop]

You can use a virtual terminal for this and stay as mobile as you care to. It is a good way to go for those on the go.

 

[sally_b]

Hi, I'd recommend taking telephone orders if possible and it would be cost effective. Although I was getting business from telephone orders I have had to stop as I'm out a lot more than I used to be and can't answer the phone. I think customers find it frustrating to get a answering machine. Although for a while I did take messages and phone baack to take the order I have found it too time consuming really.

 

[movietub]

I just read the first post - her's my two penny's worth...

Firstly if you detect that a reasonable number of potential customers want to spend their money in a particular way you NEED to find a way of making it work. Bottom line is if your business can't flex and meet new demand you will always be limited.

Regards the technical aspect it depends if your website requires registration to shop. Mine don't so we handle this simply by logging in as if we were the customer and entering their details. This won't work if you require registration as the confirmation email will go through to them so they will need to be 'hands on' anyway. We found that removing the need to register increased our conversion rate overnight.

If you use Paypal what about their virtual terminal? (i'm sure other provide similar) - this basically allows you to process cc's over the phone simply by logging into paypal and taking the card details.

Telephone contact is the best way (in my opinion) to secure a sale. At the bottom of all our product pages we invite customers to call us with questions if they are thinking of purchasing. Making information instantly available is really important. Once on the phone it's very easy to make the sale.

If you really can't man the phone in front of your computer most hours you could do what I did a while back. Carry a laptop and pay £15 p/m for 3G wireless anywhere internet connection - process orders on the move.

Hope some of that helps and apologies if any of it has been mentioned already.

 

[edmondscommerce]

phone orders offer a great opportunity to upsell or promote special offers on stock you are trying to clear..

if there is a bit of volume and you are using a PDQ machine then the rates are cheaper as well (once you cover the extra expense of the PDQ machine)

 

[08 Number Man]

I've only joined today and was reading your post. I provide 08 numbers and can include call queue etc etc which could possible assist you with handling calls at busy times. I can also provide 01 or 02 numbers with the same facilities. By the way, I hvae some sites with online ordering, but far prefer to talk to peple about their order. It means that both parties fully understand everything

 

[Buzby]

We use Bank of Scotland as our merchant and process using Protx. With Protx you should have 2 merchant accounts if you want Internet and phone accounts but Bank of Scotland are happy for you to have a virtual terminal with protx if you only do a small amount of your business via phone. This saves having the two merchant and Protx accounts.

Kind regards

Jason

 

[maria102]

Has anyone mentioned charge backs in this thread? I only say that because it was a big issue with Streamline when I opened my account and they recommended that I didn't take telephone orders.

 

Has anyone mentioned charge backs in this thread? I only say that because it was a big issue with Streamline when I opened my account and they recommended that I didn't take telephone orders.

would that be because they may not earn as much if you did.?

We often get people pay by cheque e.t.c.

Earl

 

[maria102]

would that be because they may not earn as much if you did.?

We often get people pay by cheque e.t.c.

Earl

No, I think it was purely because of the chargeback risk because its much easier to do with telephone orders, the customer can say that they nothing about it when it appears on their statement. They get their fee either way, the machine in the the shop or worldpay.

 

[Buzby]

There may be more chance of fraud with a telephone order (looking for some wood to touch) but we haven't yet had a charge back and we do between about 10 - 20 a week and insist on a land line number.

We spend more time checking telephone orders that the address, CV2 number etc tally up, and for higher value orders we run them through the Early Warning database early-warning.org

If we have any doubts we will try to phone the customer back just to clarify a detail or ask if they want the item gift wrapped etc.

Kind regards

Jason

 

[sw67]

For us, usually customers wanting to order over the phone is because they are worried about entering card details online. Once I have explained that it is probably safer entering details online (because our payment system is hosted by the bank and card details are sent directly to the bank rather than written down or stored) they are quite happy to order online. It is important to stress the security of card details on your website - in language that most people can understand.