When a customer leaves your website without buying something, it could be for any number of reasons. The product was out of stock. They couldn’t understand your size guide. They couldn’t find what they were looking for. They found a better offer someplace else. They were browsing at the office but had to abort to get an important piece of work done.The list is potentially endless. It could be all those things or none of them. And it can be hard to know what the reason was that people don’t hang around to tell you. To find out, you can use things like secret shoppers, UX consultants, and DIY tools that record web visits for you to analyse later and figure out what might have caused a drop-off.

1. objectionable
content
By Lee Carnihan

2. This deck will help you improve your
customers’ experience and youronline sales.
2

3. Objections are
needs
in disguise.

4. Addressing yourcustomers’
objections will...
4

5. ...help them answer these types ofquestions:
1. Why should I...
2. Do I really want to...
3. Am I even able to...
4. How, when, where, what can I...
...buy from you?

6. And answering those questions will
increase the chance they will buy,
or at least not drop off your site so
quickly.

7. Whether people are aware of
their objections ornot…
Whether they voice their
questions
or not...
7

8. ...their objections will influencetheir
decision.
8

9. You can and should address
your customers’ objections,
or a competitorwill.
9

10. Here are a few
objections to get
youstarted...
10

11. #nofomo
11

12. 12
Do they want to belong or be a part of
the experience?

13. 13

14. #nohurry
14

15. 15
Seriously, what’s the rush to buy
from you?

16. 16

17. 17
#nomoney

18. 18
Who, how, when, where canthey
pay?

19. ● Infrastructur
e
● Devices
● Currency
● Amount
● Location
● Timing
● Speed
● Security
● Verification
http://www.payyourway.org.uk/ways-pay
19

20. 20
#noneed

21. 21
Do they need what you
have?

22. Who is this coat actually
for?
The buyer may not be the
user.
22

23. 23
#nobelief

24. 24
Do they want to take a leap of faith?
Do they need a guarantee?

25. Am I really going to be this
happy? No really? Honestly?
25

26. 26

27. 27
#nodesire

28. 28
Do they really, really want what you
have?

29. 29

30. 30
#noability

31. 31
Do they need special skills or know-how
to buy from you?

32. 32

33. 33
#notime

34. 34
Can they buy from you in the time
they have?

35. 35

36. #nofear

37. 37
Do they perceive a threat or have a
worry?

38. Er dude... where’s your
HTTPS?
38

39. 39

40. #noawareness

41. 41
Do they know you?
Have they heard ofyou?

42. 42

43. 43
#nounderstanding

44. 44
Do they get your offer
(quickly)?

45. 45

46. #nofeeling
46

47. 47
Do they want to feel
good?

48. http://www.toms.co.uk/
48

49. http://www.thebigknit.co.uk/
49

50. 50
#nonextstep

51. 51
Can they see thesteps?
Can they takethem?

52. 52

53. Bringing it all
together...
53

54. 54https://grindstore.com/products/guns-n-roses-appetite-for-destruction-mens-black-t-shirt-547758.html

55. 55
Addressing objections fuels hope andthe
belief they have been understood, and
that fuels interest, desire and action.
But it also sets an expectation: you
have to keep your promises.

56. 56
#joy
#proof
#trust

57. Which leads
to...
57

58. Apositive
association
with your 58

59. THE
END
59
Say hello on Twitter:
@lee_carnihan