Answering pre and post sale customers’ questions is a skill that will maximize your conversion and sales. The first step is to understand the customers’ needs.
We can identify
3 kind of questions:
Related to the purchase: shipments, costs, guarantee, stock, payment methods etc.
Related to the product: features, measurements, functionalities etc.
Questions where the user conditionally proposes something: eg – If I buy it now, can I pick it up later?
To turn these questions into orders, we have various tools such as the return question, the call to action and, above all, dedicating enough time to understand your customer’s needs. View other points to consider.
In this article we have specific cases and possible answers that will help you sell even more.
Do you have size 36 or XL in stock? I sent a message on your page.
» If you have stock, the correct answer could be:
[Greetings] Helo Matías! [Answer to the question] Yes, we have stock. [Call to action] if you buy it now, we can ship it tomorrow. [Goodbye] Regards!
» If you don’t have the product requested by the person, you can offer an alternative that is as close as possible to the desired product:
[Greetings] Helo Matías! [Answer to the question] We don’t have it in stock. [Offer other options] However, we can offer you these pants that are just as demanded as the ones you are looking for. [Insert product link with the same features] [Goodbye] Regards!
In this first case, we faced an operational question where the customer asked about the stock of the product in a certain size. To avoid that the conversation ends with the answer, we recommend encouraging the customer to buy with a call to action to be one step closer to achieve the order.
TIP: YOU CAN ADD A CALL TO ACTION TO ATTRACT THE PERSON WHO ASKED AND ENCOURAGE THEM TO BUY.
Product: toothbrush replacement head
Good afternoon, do you have stock?
Hello, good morning, yes we do. Do you want us to separate one unit for you? Regards.
[Greeting] Good afternoon. [Answer the question] Yes, we have it in stock. [Call to action] If you buy it now, we can separate one for you right away. [Proposal] How about buying more than one and taking advantage of the purchase? [Farewell] Greetings.
This case is also about an operational question. We suggest generating a call to action and, seeing the characteristic of the product (a refill), we propose taking advantage of the situation to offer more than one unit since the interested person would probably make the same purchase in the future.
TIP: BE PROACTIVE AND PROPOSE MORE THAN THE CUSTOMER NEEDS IF YOU HAVE THE OPPORTUNITY.
Product: electric engraver pen
Hello!!! Can I use it to engrave numbers and letters on an aluminum bike?
Hello, according to Argentina’s brochure, yes it does work. If you check the listing photo, the part below indicates on which materials it can be used. Regards!
[Greeting] Hello, Gabriel. [Answer the question] Yes, it can be used to engrave numbers and letters on aluminum. You can engrave on any surface. [Repregunta] Do you need it to engrave massively? Let me know so I can recommend the best option for the use you need. [Farewell] Greetings!
This case corresponds to a technical question: the customer asks about the functionality of the product. Is very important to know about the product, its capacity and features to provide a satisfactory answer that ends in a successful order.
Ask other questions to demonstrate you are interested, to understand what they need, so you can offer the best option available.
TIP: GUIDE YOUR BUYERS AND ASK BACK FOR HELP THEM IN THE CORRECT WAY
Hi! If I buy it today, will it be shipped today? In this case, could the shipping be paid by card as well?
Hello, yes, we ship it today. The shipping can be paid by card when you make the purchase.
In this case we are talking about a proposition question. In order to answer, you start from a scenario proposed by the person who asked: “If I buy it today, will you ship it to me today?” . Don’t limit yourself just to answer the question, you can use it as a strategy to an answer that challenges the buyer and leads them to making the purchase in a short time.
TIP: TAKE ADVANTAGE OF YOUR PROPOSITION AND CHALLENGE THEM TO AN IMMEDIATE ACTION THAT LEADS THEM TO MAKE THE PURCHASE.
Product: auto part
Hello! Do you have stock? It does have a thermostat and sensor, right? I also need a cooler. Thank you.
Hello, how are you? We do. At the moment we have a few pieces available, this thermostat body comes complete, it means that it includes the sensor and its thermostat. To make the change, the cooler can be lost because it must be replaced for a new one. Any other questions?
[Greeting] Hello! [Operational answer] Yes, we do. [Technical answer] This thermostat body comes complete. It includes a sensor. [Offer alternative] We also have coolers, you can check it here [link de mis productos refrigerantes]. [Call to action] If you buy both products, we will give you a discount on the shipping of one of them.[Farewell] Regards!
In this case we see a composite question: technical and operational. Based on the advice given, we can play with these tools to create an answer with a happy ending.
TIP: BE PATIENT. WITH PRACTICE YOU WILL BE ABLE TO DEVELOP YOUR OWN TECHNIQUES TO TURN A QUESTION INTO A SALE