How can you provide customer support in direct sales without being too technical?

1 Know your product or service

The first step to providing customer support in direct sales is to know your product or service inside out. You should be able to explain its features, benefits, and value proposition in simple and clear terms, and to demonstrate how it solves your clients' problems or needs. You should also be familiar with the most common questions, objections, or challenges that your clients may have, and how to address them effectively. If you don't know something, don't pretend to know it or make up an answer. Instead, be honest and say that you will find out and get back to them as soon as possible.

2 Use plain language and examples

The second step to providing customer support in direct sales is to use plain language and examples when communicating with your clients. Avoid using jargon, acronyms, or technical terms that your clients may not understand or that may confuse them. Instead, use simple and everyday words that convey your message clearly and concisely. You can also use analogies, metaphors, stories, or testimonials to illustrate your points and to make them more relatable and memorable. For example, if you are selling a software solution, you can compare it to a tool that your clients already use or know, or you can share a success story of how another client used it to achieve their goals.

3 Listen and empathize

The third step to providing customer support in direct sales is to listen and empathize with your clients. Listening is not only about hearing what your clients say, but also about understanding what they mean, what they feel, and what they want. You should ask open-ended questions, paraphrase what they say, and reflect back their emotions to show that you are paying attention and that you care. Empathy is about putting yourself in your clients' shoes and acknowledging their perspective, feelings, and needs. You should express sympathy, compassion, and support when your clients face difficulties or frustrations, and offer solutions that match their expectations and preferences.

4 Educate and empower

The fourth step to providing customer support in direct sales is to educate and empower your clients. Educating your clients means providing them with relevant and useful information that helps them make informed decisions, use your product or service effectively, and achieve their desired outcomes. You can educate your clients by sharing tips, tricks, best practices, resources, or tutorials that enhance their knowledge and skills. Empowering your clients means enabling them to take action, solve their own problems, and reach their own goals. You can empower your clients by giving them options, feedback, encouragement, or incentives that motivate them and boost their confidence.

5 Follow up and follow through

The fifth step to providing customer support in direct sales is to follow up and follow through with your clients. Following up means checking in with your clients regularly, asking for feedback, showing appreciation, and offering additional assistance or value. Following up helps you maintain a positive and lasting relationship with your clients, and to identify new opportunities or referrals. Following through means delivering on your promises, meeting your deadlines, and resolving any issues or complaints promptly and professionally. Following through helps you build trust, credibility, and reputation with your clients, and to ensure their satisfaction and loyalty.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?