5X Your Sales by Calling Abandoned Carts

Welcome to the Amplifier Profits podcast, where we share what's working behind the scenes of online businesses to scale them to eight figures per year and beyond. If you're looking to grow your business, type in your address bar now, getmyfreething.com, and I'll have a mystery gift waiting for you. I'm your host, Paul Ace, the founder of Amplifier Seacom.

Let's dive in. so what i'm about to show you is the fastest way and also one of the most profitable ways of increasing conversion rates and increasing sales in whatever you offer right it doesn't matter whether it's a low ticket product a high ticket product use this process so what is the process? Three things is calling the abandoned carts. So calling equals market research plus more cash at the same time, right?

So what do I mean by that is when you call your abandoned carts, right? So every single person who goes to your sales page, they opt in, they get to the checkout but they don't purchase on the checkout you call every single one of those you're gonna find out why people didn't buy because what happens is people put up a landing page right and then they go and run some ads and then once you run the ads a little bit what happens next well then we go oh it's not converting so what do you do you go i know i think i'll change the headline based on what data no one knows right so you just go i'll change the headline try that oh no that didn't work either you could spend another hundred dollars you spend another thousand dollars right before you know it you spent loads of money on something that isn't converting but what if instead your customers could tell you exactly what to put on your landing page right or your potential customers could tell you what to put on your landing page so if you look at this process is we call the abandoned cart right we find out why they didn't buy and then firstly you want to write down every single one of those reasons why they didn't buy like put it in a nice little google sheet or something like that right so you've got all those collated together and what you start to see is you'll start to see patterns very very quickly and if you if you're running any level of traffic right like kind of if you've got like even 100 visitors a day going to your page then if you think let's say you get 20 of those people to opt in so you got 20 out of 100 so you get 20 people you can call every single day right that's pretty good so if you call 20 people how much do you think your messaging would be refined if you took what they said so the reason market research equals more cash is because you get to initially find out what went wrong right so it might be hey there was something broke on the page that you're not even aware of so you might be trying to change this headline and add more testimonials in there or do whatever you want to do with it but that's not actually making any difference instead it might be better for when people are going through it it's actually oh yeah i clicked the button to submit on the checkout page and it didn't work oh i didn't know that right so what you want to do call every single one and then i'm going to show you how to turn that into immediate cash as well so it's not just future cash in terms of oh i got the market research and then i'm going to improve the sales page and get the conversions there i'm going to show you how to make cash straight away in that second and the reason i can tell you that is because we've done this in our own businesses i applied this to a bridesmaids dress business that we ran and i called every single abandoned car every single one right it's like sounds kind of crazy but when you're doing the whole bootstrapping from day one called every single one and when I did like I had great great conversations with people and I found out really good insights and then fix all the things in my ads I've fixed them on the sales page and fixed them in the email follow-up right and then the conversions got higher and higher and higher and we were a 4x we turn on ad spend so how do you call the abandoned carts so first what you do is do a courtesy call so this is the angle right first thing you want to do is a courtesy call you not ringing up and saying hey why didn you buy my stuff because that not going to work right you ring them up and you say hi this is just a courtesy call noticed that you started checking out whatever the name of your product is and for some reason you left the page i just wondered did something go wrong or did something break i'm just here to help and support as much as possible right and you notice there's a few little arms and arms in there it don't have to be like super super tight it just needs to feel real and human because like it's just a human to human and it needs to come from a place that you genuinely care right so the angle is it's a curtsy call so what do you do you find out what went wrong and here's one of the key questions to ask after you ask what went wrong so they'll tell you a surface level thing oh wow you know i was just looking and yeah I'm just thinking about a few different ideas at the moment I'm not quite sure which one I'm going to go for right but then you find out the surface level there if you ask the extra question is like I'm curious what made you go to the site in the first place right then you start to find out a little bit deeper and they say oh because of this and this yeah you know like for example when we were selling bridesmaids dresses or I was just really trying to find like a dress that worked for all my bridesmaids they're all different shapes and sizes and i just wanted to have one that they're all happy with it's like oh that's great so did you notice did you know that our bridesmaids dresses have 18 different ways to wear them yeah actually that's what caught my eye initially oh have you found any other dresses that do that no i haven't oh interesting right so what stopped you from purchasing well i i didn't i wasn't sure how i'd tie the dresses right etc uh it's well did you know it actually comes with a waste to wear guide what right it comes with a waste aware guide that shows you all the different ways you can tie the dress and wear the dress in different ways oh that's interesting right and then what do i know on my side when i'm writing my notes so i'm kind of like guiding them back to the sale but at the same time i'm putting a note of going need to make it more prominent that it gets the ways to wear guide with it right and that bonus is there so what we're doing all the time is going well we might think we have a great offer but if people are not seeing all the parts of the offer then we need to make those clearer and easier to understand so maybe if i look back at the ads the ads are focused on the dress for example and it didn't feature the ways to wear guide at all maybe that's kind of like hidden away right so and you can look at this it doesn't it doesn't mean you need to be selling bribes maize dresses right but you can look at this whatever your business is and go okay what what is that telling me right what is that telling me what am i not seeing there so once you find out what went wrong then the other question to ask is what else what else not is there anything else because then the default answer is no is there anything else no no that was about it really right but if you say what else again and it makes them think so it's always good to ask those open-ended questions rather than closed questions so if you ask closed questions like that are going to get a yes or no response you're going to get a yes or no response and typically you'll get a no response quite often when it comes to follow-up questions because it's just easier for the person to say that because the brain defaults that way.

But if you ask an open-ended questions, like instead of like, it's the same when you're asked for referrals for someone instead of saying, do you know anyone? No, I don't think I do right now. Rather than who do you know? It makes the brain think differently.

Right? So we ask what went wrong and then we thank them for the feedback. Right? So it's really important here that we thank that person for the feedback and say how valuable it is because we want to create the environment on that call that it feels like a positive experience for the person so for example look so they tell you oh look it was a ways to wear guide like it like i didn't know how to tie the things i really appreciate you bringing that to our attention because if you're having that challenge and you're you're not saying that on the page it's probably a lot of other people that are not seeing it and not telling us.

So that helps us make our service better. And it means we can make the product better as well So thank you so much for sharing that with us Right And this is this is the interesting part This is where we create the bridge to say thank you we go to the next part to say thank you we give them a reward with a time limit on it so look i wanted to say thank you for just sharing your thoughts and feedback with us today so if you're looking at getting these dresses at the moment or you know whatever the product is I want to give you a special discount code.

Unfortunately, it's only valid for the next 24 hours. I don't have control over that. So you kind of take away a little bit of ownership at that point. But I want to give you the discount code that's going to give you like 20% off or whatever the thing is.

Now, if you just want to get your first dress, that's fine. If you want to go and get all of them, that's absolutely fine as well. You see how we're then reducing the ask down. so I'm not like hey go and spend $500 with us right now I might be like hey go and spend $30 order the first dress see what you think if you don't like it send it back that's fine right but what the crucial part here is we give the reward with a time limit so 24 hours unfortunately I don't have control over when it expires the and this is where we go into the handhold close right so the handhold close is this was closing 50 percent of abandoned carts 50 percent right so you think every person that i connected with on the phone 50 of those people were coming back and buying what would that do to your business if you connected with 50 of the people who entered their details right and then they went ahead and bought so think of it like this if you don't have an opt-in on your page right now and let's say well forget about the opt-in rate and just think about your sales conversion rate say your sales conversion rate is like two percent right so if we so let's say your sales conversion rate is two percent and that's maybe your cost to acquire is like a hundred dollars or something right now now think about this if you have 20 percent of people abandoning cart so they're actually giving you the details but they're not checking out and you can close 50 of those people well that's half of the 20% so that's 10% of people so guess what you just five times your sales by adding this one thing in and at the same time your conversion is better as well because you've got all this market research of what you need to fix in your funnel right so this is essentially how you can essentially 5x your sales right by just calling the abandoned carts and you might be like i don't like being on the phone just do it right and if you really really don't like it if you are this massive introvert they can't speak to people you've got no social skills then instead all you need to do is just go and hire someone to do that and if you can't afford to hire someone to do that then just do it yourself right i didn't particularly like every single time the abandoned cart came in for me having to ring that person like throughout every time of the day it wasn't i'm sure there's other things that i would prefer to do with my time however what i do like is more money so it's like oh i don't like doing it just do it right and then what you're doing you're capturing all those details in the crm so when we walk through that handhold close i just want to go back to that piece when we walk someone through a handhold close with a limited time discount over the phone this is the way that we do it it's okay i've got a discount code for you and say discount it's probably i've got a a coupon code for you to say thank you for spending the time on this call and sharing your thoughts and feedback with us now have you got your got the website open on your phone or on the computer right and they say oh i haven't got it open at the moment oh great can you get it open on your computer right now are you near a computer oh yes i am because if you've called them at the right time they should still be on the computer right or they're still on the phone and they're still open right so if it's on your phone yeah just uh hit that loudspeaker button i'll talk you through it just to make sure that that code works for you because the worst thing is you know you get off the call and then you try the code and then for some reason the code doesn work so let just make sure that works now is that okay with you yeah right and then we walk them forward Right So we always getting confirmation along the journey And then the next part of it is then we go okay so what can you see on your page And they've typed in the URL or they've already got the URL open.

So you just, you give them the web address again, if need be. So just like, yeah, so just go to www.test.com.

What can you see on your screen? Okay. I can see the order page for checkout. Okay, great.

So on that page, can you see there's a little section there where it says your discount should have been automatically applied. Now, just from a technical standpoint, the best way to do this is use a deadline funnel or something like that, where it takes them to a unique URL and then it redirects after that 24 hour period. It's better than a coupon code. The reason I try not to use coupon codes on the checkout page is because then people go hunting for that coupon code, right?

So they go, oh, I've got a coupon code on here. Even if it's automatically applied, they go, I wonder if online I can find a better one. And guess what? They've gone searching down some rabbit hole and then they never come back.

So it's better to take them to a specific deadline for a page where that price is automatically done and there's no coupon code field. So once we've done that and we've gotten to the page, we just walk them through the page. Okay, great. What's, can you see on screen?

Oh, I can see where I put my address details in. So can you just put your details in there right now? Yeah. Okay, great.

And then you just walk them through and say, so can you see how much that has taken off the price? Yeah. Yeah. And then if you just click submit on there, then I'll check your order's gone through correctly.

correctly and then i just want to make sure everything's absolutely sorted for you before you get off this call so you got the best experience now notice what we've done now we'll just hand hold them through the clothes like if they say oh i can't buy it right now then that's okay you know that's okay you've got the page open there right and you know obviously i haven't got any control over it but it'll expire in 24 hours you okay with that yeah that that's fine and what typically happens with that is that evening they go back into the page they go check out and then happy days so probably convert like half of those people on the call and the other half like later that day sometimes give a 48 hour window depending on like what is the impulse of the product how how many people are involved in the buying decision for example bridesmaid stresses i think sometimes we do 48 hours just because they need to speak to bridesmaids and say hey we're good on this one and maybe speak to the husband right other what husband to be other decision makers involved in the process so you see how we just walk people through the clothes and then naturally they're going by and guess what all those people even the 50 that didn't buy they told us why they didn't buy and then we just fix it in our ads and one of the key things that you do in the ads is handle every single objection that has come up So if it's like, oh, I don't know how to do this, right?

Is it a time thing? Is it a money thing? Is it ability thing? And it gives you all that stuff.

Now, how you can do the same thing as well on SMS. So you do a courtesy message, hey, does something go wrong or something break? And then you do what went wrong. Thank them for the feedback when they respond to that.

Then give them reward with the time limit, capture all the details in the CRM and do exactly the same thing as you would do when you call the abandoned carts but i highly highly highly recommend calling the abandoned carts now depending what industry you are in the pickup rate will be higher or lower like for example if i was calling people for brian's addresses the pickup rate was pretty high so what we actually had is an automation setup that as soon as someone abandoned cart it would send a message to me in facebook messenger with their contact details that says here's their name here's the phone number this is what they just left in the cart and here's a script to go through on the call and that was like a really really cool widget that was linked in with shopify at the time you can probably do that with zapier or whatever like this is not a technical master class but like you should be able to set it up pretty easily right so just set up an alert when someone abandons the car.

When that happens, you want to call them within the first five minutes. You're going to get the pickup rate is going to be higher and the positive response rate is going to 85% if you call in the first five minutes. So that is a process to walk through and go through. If you want to get the maximum amount of conversions, potentially convert as much as 500% more.