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In the world of e-commerce, we always encounter a certain type of customer... they browse the product, browse it multiple times, add it to their cart, and then disappear! This is the "hesitant customer"—a customer who has baffled many store owners and caused sales to slip away at the last minute. But what's the reason? Is there a smart way to help you win them over and convert them from a visitor to a buyer? The answer: Definitely!
In this blog, we'll delve into the mindset of the hesitant customer, understand why they hesitate, and how we can gain their trust with simple yet effective steps, especially in the Saudi market, which places a high premium on details and trust.
1. Understand the reason for the hesitation first
There's no smoke without fire. Hesitation always has a reason:
• Is the price high?
• Is the product description incomplete?
• Is there any doubt about the quality or warranty?
• Is the payment or delivery method unclear?
If you can identify the source of hesitation by tracking visitor behavior (such as the time they spend on the product page or exit at checkout), you can start working on a solution. 2. Offer Smart Incentives
If you notice that a customer is often hesitant, this is where smart offers come in handy:
• A limited-time discount
• Free shipping on the first order
• A special coupon that pops up suddenly
• Or even a message saying "Only one more item left"
These actions increase the sense of urgency and motivate the decision.
3. Clarify Warranty and Return Policy
Saudi customers care about peace of mind before making a purchase. The more you clarify that they have the right to return the product, or that there's a quality guarantee, the more their confidence will increase. Don't underestimate a phrase like "free returns within 7 days"—it alone can make their decision.
4. Add Reviews from Previous Customers
Nothing reassures a hesitant customer like the opinion of someone who tried the product before them and was satisfied with it. Make the reviews clearly visible, and use photos of customers who shared their experiences to give them a strong push.
5. Engage with them in a personal way
If you have a live chat or WhatsApp bot, don't miss the opportunity. As soon as hesitant behavior appears, send him a friendly message:
"Hi! We noticed you're interested in this product. Would you like us to help you or answer a question?"
Personalized responses create a sense of interest and break the hesitation barrier.
6. Don't hound him... watch him!
Some stores hound customers with annoying messages, which can further alienate them. It's better to send them a single email with a gentle reminder, such as:
"Your favorite product is still in your cart, don't miss out!"
Or show them a simple ad on Facebook or Instagram that reminds them of the product without pressuring them.
7. Test the product page with their eyes
Go to the product page as if you were a customer viewing it for the first time. Is everything clear? Are the images convincing? Is there a video? Are there sufficient details about size, color, usage, and warranty? Because hesitant people are looking for an "excuse" to make a decision, don't give them a chance to escape!
Dealing with a hesitant customer doesn't always require a drastic response or a steep discount. They just need reassurance, some missing information, or a personal touch that makes them feel they're in the right place. In the Saudi market specifically, a hesitant customer can be more expensive than a ready-made customer... because if they're convinced once, they'll likely come back a second time, and then recommend you! So be smart, and let your store be the place where the decision is made!
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