Knowing the main task allows you to build communication correctly and, as a result, get a new customer. The goal can be achieved in a chat, leading the client to the desired result russian business email list through conversation. The rule "The one who asks questions leads the dialogue" works well both in personal meetings and in correspondence. To help the client move forward, you need to answer his questions with clarifying questions.
For example, in a chat, a user asks: "Is the dentist seeing people tomorrow?" If the answer is "Hello, yes, he is seeing people," then the communication is likely to end, and the client will leave the site without making an appointment. There are many such examples, and all of them are characterized by incomplete, broken answers.
It's better to structure the conversation like this:
– Is the dentist open tomorrow?
- Hello, yes, dentist Elena Pavlovna Ivanova is seeing you tomorrow. Tell me, what time would be convenient for you to make an appointment?
In this way, your communication moves forward with questions. Even when the conversation ends, you should clarify: “Do you have any more questions?”, “How else can I help you?” This way, the client will reach the goal you set and will feel your care.
Big and abstract answers
Chat correspondence requires quick responses. The question should be answered with a short text, which is more suitable for a letter, and a short, concise message on the subject. If this is not enough for the client, you can give him a link to more detailed information or offer to send a detailed answer by e-mail.
At the same time, the message in the chat should be simple and clear, and contain an answer to the question of the potential consumer. Otherwise, the information will be abstract. For example, if the client asks a closed question: "Can you guarantee the accuracy of your service?" - and you write: "You see, if our accuracy changes, we will change it ...", then he will not receive an answer to his question and will leave. Therefore, with specific questions, the answers must be appropriate.
The correct way would be:
– Do you guarantee accuracy?
- Yes, our guarantee is 95%. If it decreases, then we... Tell me, how else can I help you?
Increase customer touchpoints
The client asks: "Tell me, how much does a pedicure cost?" - and gets the answer: "This link has our price list, take a look." That is, instead of a specific answer "A pedicure costs 1500 rubles", the customer is offered to take one more step. This leads to a lengthening of communication and irritates customers. People like to receive instant answers to their questions, and if they are redirected to links, offered to open a presentation or do something else, then, most likely, they will leave the site without taking any additional steps.
It's better to do it this way:
– Tell me, how much does a pedicure cost?
- Hello, the cost of a pedicure is 1500 rubles... What day would you like to book?
It is important to write both the greeting and the answer to the question in one message. If the operator sends one word at a time, this may cause negative emotions in the visitor, and if he sees the message "Good afternoon" and then has to wait a few minutes for the operator to write an answer, he may even leave the chat.
The client's actions need to be minimized, not forced to take unnecessary steps, because if he needed it, he would go looking for information himself and would hardly turn to the chat.
Write all words in capital letters and include exclamation marks
In a telephone conversation, a manager can understand the client's mood by his voice and intonation, in a personal meeting this can be done by facial expressions, gestures and posture of a person, and in a chat or when communicating with clients via social networks, the only tools are words and punctuation marks, the interpretation of which is carried out by the client independently. Therefore, in correspondence, you need to correctly convey your thoughts.
Capital letters can be perceived by the interlocutor as a raised voice, and an exclamation mark as a desire to prove something. If a sentence actually has a different meaning, then such techniques should be avoided. If your company allows the use of emoji in correspondence, then it is recommended to add them, as they better show positive feelings and reduce negativity.
Mistake number five: breaking the rules of correspondence and business etiquette
It is important to be friendly with any interlocutor, always greet them and address them by the name that appears in the correspondence. Before sending the text, it is recommended to read it out loud to notice and correct spelling errors. It is necessary to avoid rudeness and not switch to "you" if this is not provided for in the company.
Even if a lot of questions come into the chat, you need to value each visitor and observe business etiquette.