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Build Trust
Many consumers are still reluctant to make purchases
"online" because they have security concerns.
You can help reassure potential customers and
encourage them to purchase by building trust.
Some of the things that software developers have
found effective in building trust are...
1. Offer A Free Trial
Evaluation versions allow consumers to assess
an application prior to making a purchase decision.
Being able to test and evaluate products prior
to purchase allows the customer to not only make
sure the product works, but also that it works
on their specific system and that it fits their
specific needs. Consider providing a trial version
of your software, as this will help build trust
with potential customers.
2. Hassle Free Return Policy
Clearly communicate your company's return policy
on the website. Make the return policy as easy
as possible for the consumer. This will emphasize
to your customers that you stand behind your products.
3. Money-Back Guarantee
You can also reassure customers by offering a
money-back guarantee. Articulate any guarantees
that you provide. The money-back guarantee reduces
the purchasers risk and leads them to trust a
vendor more. Many developers have found that offering
a money-back guarantee does not effect the number
of refund requests they receive, and might actually
increase sales due to the increased level of trust
it generates.
4. Customer Testimonials
Include customer testimonials on the website.
Nothing sells software better than an existing
customer's compliments. Just be sure to get permission
from the customers before publishing their comments.
5. Contact Information
Include contact information on the website.
In addition to an email address, the contact information
should include a physical mailing address, and
a phone number where you can be reached. This
clearly shows consumers that you are not attempting
to hide behind the anonymity of the Internet like
so many less-than-reputable vendors tend to do.
6. Responsive Communication
When you receive a query from a potential customer,
respond in a timely fashion. This will show your
potential customers that you are a reputable business,
and anxious to make your product work for them.
Building trust takes time, but these small steps
might help differentiate your business from a
competitor, and might be just what is needed to
alleviate concerns and close the sale.
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Checklist
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Developer
101
How to Build Trust