8 scripts for chats and messengers

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Most customers find it more convenient to buy products via correspondence: they don’t need to be distracted from their work and look for a quiet place to talk. They can communicate with the manager on the go. For this reason, sales by phone are gradually fading into the background. And messengers and social networks are coming to take their place.

To sell via correspondence, managers use scripts japan phone numbers or sales scenarios. This is a set of ready-made templates, phrases, algorithms that will help sell. The article tells how to create an effective script for sales in social networks, and also collected examples of working scenarios for you - read to the end and get a checklist.
75% of buyers
prefer texting to talking on the phone
Why a manager needs sales scripts
Get straight to the point
Call to action
Use “magic words”
Offer two options
Be on the same page with the client
How to write a script for the sales department: an example
Why does a manager need sales scripts?
A script is a plan that a sales department employee must adhere to. It describes options for starting a dialogue and responding to various customer requests. Such scripts help when, for example, a conversation with a client has reached a dead end. They can be used in calls and messengers.

Here are several difficulties that scripts can help you cope with:

Few sales. Scripts set a standard for managers, which allows them to provide a high level of service and increase sales.

Many refusals. Correctly written scripts provide for objections and help you work them out effectively.
No upselling. You can add an algorithm for upselling or cross-selling to the scripts, and then this stage cannot be skipped.

Staff turnover. It will be easier for a manager to process orders according to a standard scenario than to come up with something individually for each client.

Complex product. To make it easier for an employee to navigate and answer the client's questions about the product, you can include answers to specific questions that buyers often ask in the script.
How to make upselling another tool for increasing sales and loyalty
Sales in social networks and messengers are convenient for both the client and the manager. The former does not need to call and talk to the store in person, and the latter does not need to look for a quiet place for negotiations. Therefore, most companies focus on sales in correspondence.
5 Problems of Online Stores That Chats Can Help Solve
For example, the manufacturer of sleep products beyosa does not use phone calls, and 40% to 60% of orders are placed through chats. In the dialogue, managers immediately work with upselling.
Case beyosa: "RetailCRM automates business processes, and we focus on clients"
"If a customer wants to buy a specific product, but the manager understands in the dialogue that the selected product is not suitable for solving the problem, he gives guiding advice. It often happens that a person comes for a hug pillow, but ends up leaving with a mattress and a blanket. And the "hug" is used as an upsell"
Alexander Litvinov
Alexander Litvinov
Product Owner beyosa
And 80% of Mollis brand clients write to messengers themselves to get advice. People prefer not to call, but to find out information directly in correspondence. Mollis has a share of orders placed directly through chats of 15%. And to increase the percentage of closed deals, the brand has a motivation system for managers.
Mollis Case: “With RetailCRM, We Survived the Pandemic and Doubled Our Revenue”
"To increase the percentage of closed deals, we have developed a motivation system for managers: the more orders you close, the bigger the bonus will be. Employees complete each order until payment is made in the communication channel where the client wrote. It is not the case that the buyer is redirected to the website if he writes, for example, in WhatsApp"
Irina Ustina
Irina Ustina
Founder of the Mollis brand
A script is useful only if it is written correctly and takes into account the interests of not only the manager who needs to close the deal, but also the client. Buyers get tired of the same type of messages from different stores. Therefore, it is important that the script can be personalized and adjusted to the needs of different segments of your target audience.

Below, we will analyze several rules that will help make scripts an effective sales tool.
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Get straight to the point
One of the mistakes in cold sales is not getting down to business right away, but starting with questions that are not related to the deal. For example, when calling, managers often ask clients, "Is it convenient for you to talk now?" A person who is uncomfortable talking right now will say so right away. He will not wait for the manager to tell him about the product. If the client picked up the phone, he can most likely talk. And a question that can be answered with "no" gives the client the opportunity to quickly leave the conversation. About 40% of drains and refusals occur after such a question.

In correspondence, you will not be able to walk around the client with questions that are not related to the product: he may ignore and not answer. Therefore, if this is a cold sale, start selling right away. Introduce yourself, tell about the company and the product you offer. Explain why it will be beneficial to the client.

If the buyer himself started a dialogue with you, do the same - sell. Talk about prices, offer a consultation or a trial version, mention a promotion or offer special conditions. Try to develop a dialogue and close the deal.
How to organize sales and customer support through social networks
Get straight to the point
An example of when a manager makes an upsell in correspondence
Call to action
In a telephone conversation, the client can avoid answering only by hanging up and ending the conversation. In correspondence, you can go offline or ignore the message.

Try to immediately hook the buyer and call him to a response. To do this, use CTA - Call To Action. Offer clients to look at the options for placing an order and choose the right one, tell them the date by which the order needs to be delivered or pick up a gift for subscribing to your account on social networks.
It is even better if you take the initiative and write to customers first with a personal offer. This can be done using the integration of RetailCRM and WhatsApp Business. The module allows you to send verified templates to potential buyers and initiate a dialogue. If the client responds, a 24-hour window will open in which you can write any messages in free form for free.
Guide to Working with WABA
Retention in correspondence
Show that you are grateful to the customer for the subscription and offer to buy the product on sale. This way you are more likely to keep him in the sales funnel
Use "magic words"
At the end of each question, you can “program” the person to your scenario with the question “Okay?” This way, you don’t leave the customer a chance to refuse the purchase. Most people will not ignore a friendly clarification and answer: “Not okay.”
A clarifying question prevents the client from abandoning the dialogue
The clarifying question also works over the phone. 87% of clients answer “okay” and agree to let the manager walk them through the entire script
Suggest two options
A dialogue without alternatives puts the buyer in a dead end and slows down the ordering process. To help the client navigate, ask questions with two ready-made answer options that suit you. This way, the client will not only make a decision faster, but will also see that your company offers different options to please the target audience, and does not impose its conditions.

For example: "Is it convenient for you to come for a fitting on Thursday evening or Friday morning?" Or: "Which model do you like more: blue or green?" The buyer gets a "choice without a choice" and does not think about the decision, but at the same time remains in the desired script.