Dormant Customer Reactivation

You: Hi [Customer Name], this is [Your Name] from [Your Company]. How have you been? Prospect: Oh, hi! I’m doing well, thanks. You: I noticed that it’s been a while since your last purchase with us. We miss having you! Is there a reason you haven’t shopped with us recently? Prospect: I’ve just been busy, I suppose. You: I completely understand! Life gets hectic. We’ve recently launched some exciting new products that I think you might love. Would you be interested in hearing about them? Prospect: Sure, what do you have? You: We’ve introduced [briefly describe new products] that have received great feedback. Plus, we’re offering a special discount for returning customers like you. How does that sound? Prospect: That does sound interesting. You: Fantastic! I can send you a link with all the details and the discount code. What’s your email address? Prospect: It’s [email address]. You: Thank you! I’ll send that over right now. Don’t hesitate to reach out if you have any questions. We really appreciate your business and hope to see you back soon! Prospect: Thanks, I’ll check it out. You: You’re welcome! Have a great day!

To make this script truly effective, personalize it for each customer. Start by reviewing their past purchases to mention specific items they liked, which shows you value their history. Adjust the tone based on your relationship; a friendly tone works well for familiar customers, whereas a more formal approach may suit new ones. Additionally, consider adding exclusive offers or incentives based on their shopping behavior. This not only encourages engagement but also demonstrates that you’re invested in their satisfaction.

During your calls, expect some common objections. For instance, if a customer says they’re not interested, respond by asking if there’s anything specific that would make them reconsider. If they mention price concerns, highlight the value of your products and the exclusive discount you’re offering. Another common objection is ‘I forgot about your brand.’ Use this as an opportunity to remind them of the quality and unique aspects of your offerings, and reestablish the emotional connection they had with your brand.