Know-How Exchange : Customer Behavior

I'm not sure if the problem you're seeing are people visiting your site and not registering or registering and not buying.

My feeling (after registering) is that you haven't told me 3 important details:
1) Why you're able to sell what you do at a discount (why should I trust you?).
2) Who you are (why should I give my credit card info to a company that has no public contact information except deeply buried on the RMA page)?
3) What's the purpose of credits? Why should I pay for them (especially if I'm purchasing a product from you)?

Dear Jrlinford,

It's not that people are afraid to buy from you, it's that your buying process is too convoluted and it's important that you understand that the conversion process isn't just a case of
getting people to buy from you.

For your website visitor to convert their intention into your
desired outcome you must help people along a complex pathway that looks like this:

1. Problem owner
2. Web searcher
3. Site acknowledger
4. Link clicker
5. Visitor
6. Appreciator
7. Shopper
8. Buyer
9. Customer
10. Reviewer
11. Referrer
12. Return customer

Points 10., 11., and 12., might not be necessary to begin with, but they help. And yes, the process looks complicated, but the process from points 1., through to 7., only take a few seconds.

It's the bridge between point 7., and 8., that's the hardest to cross and to get over this bridge you need to offer visitors evidence from people that have already arrived at points 10., and 11.

Trust requires evidence that it's safe to move forward; you need to show visitors who may WANT to become buyers that other people that remind them of themselves have already been through the process and that they are happy with your service and fulfillment.

So user reviews here from happy CUSTOMERS (not visitors, CUSTOMERS) are vitally important.

How do you get visitors to convert to buyers and trust you?

You offer social proof (testimonials from happy customers), and you simplify your buying process. At the moment what you're asking visitors to do is WAY too convoluted.

Before people trust you they must first like you and then feel that they know you.

You may not think so, but when it comes to meeting the needs and fulfilling the desires of your customers, the bad news is that what you think is irrelevant.

What matters most is what your site visitors think. And when website visitors are in any way confused or doubtful they take only one action: they click to another site where life is easier.

In response to two of Jay's points you tell us that those comcerns are resolved on the audio clip mounted on the front page top right corner. No they're not. You might think they are, but they're not.
Again, what you think is irrelevant: it's what your visitor thinks that matters.

I listened to that clip (objectively) and was utterly confused. Your value proposition needs to be much clearer. there can be no room for doubt—NONE.

Your buying process needs to be simplified and it also needs to
be written out because when we read test our brain converts the words into sound as we read it, thereby reinforcing the comprehension process.

Information delivery without clear comprehension is just information—information that often means nothing.

When meaningless or confusing information is received by the brain the brain disregards it as irrelevant before moving on to the next source of information where it then makes the same judgement.

True, this all takes place in microseconds, but that's because the human brain is a neuro-chemical quantum computer: it performs all kinds of calculations in fractions of a second because chemical information travels up and down established neural pathways that are established through learned or repeated behaviors and stimuli: the more those real or imagined outcomes are reinforced, the wider that pathway becomes and vice versa.

To widen that pathway for your visitors you must make your intent clearer; your information must leave no room for doubt or confusion because those two things combine in the marketplace to create fear. Fearful shoppers do not buy: it's as simple as that.

I hope this helps.

Gary Bloomer
Wilmington, DE, USA

Hello Jrlinford,

as I saw there is a small choice of goods on your site, it can be aslo the reason why visitors leave.
Also one moment with the link name goverso.com... it seems that is some government site
(gover) ... but when you come by link you see an auction site.

Kind regards
Elena Baranova

I think most of the great ideas was stated above.

Additional, you need to add some users feedback into your website so that everyone can seen it. Like , how good is your product before and after dealling.

Other than that, you can also ask your customer to do some voting based on rating.

By using those feedback, you can actually come out with a testimonial or achievement from user feedback and then put it into your site.

Hope this will help. :)

Luis