duckhunter - 5:39 pm on Mar 25, 2007 (gmt 0)

I see a key factor missing in this thread and that is how familiar the consumer is with the product. If it's a one time buy, I could see phone orders % rising. Something they buy every 3 months, website at 11:00 pm works better for most.

We sell name brand consumable products. These are products the consumer has been using for years and knows exactly what they are getting. Our internet orders are 10 to 1 phone orders. In our business the phone is used more for information, troubleshooting and occasionally for ordering.

For those calling in to order: They tend to meet the demographic information mentioned above. Elderly, no computer , etc.

Great thread, we have really been evaluating our phone business recently on how to upsell and/or close the deal.