How to have quality conversations over text

This is a handy best practices guide meant for Sales Reps and users in telecom businesses. You can drive quality conversations and navigate through the different types of customer responses (negative to positive) using our suggested responses below.

Chat starter: Hi {{customerName}}, this is {{salesRepName}} at {{dealership}}. I just noticed you are eligible for an upgrade. Any device you were thinking about moving to?

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POSITIVE

Goal: Invite customer to store and book a meeting

Customer Response

• Yes I want {{phone}}
• Yes, I want to upgrade
• I’d love a new phone

Your Response

• [Option #1] Great! Are you able to pop by the store this week to go through your options?
• [Option #2] Great! I work {{repAvailability}}. Would any of those times work for you?

Customer Response

• I’m not sure which one

Your Response

• That’s okay! Are you able to pop by the store this week to go through your options?

Customer Response

• What am I eligible for?

Your Response

• [Option #1] Great question! Are you able to pop by the store this week to go through your options?
• [Option #2] Great question! I work {{repAvailability}}. Would any of those times work for you to come in and look at your options?

Customer Response

• I'll come in the store soon

Your Response

• Great! I work on {{repAvailability}}. Would any of those times work for you?

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NEUTRAL

Goal: Inform customer and transition to getting customer into store

Customer Response

• How much will this cost?
• What are the deals?

Your Response

• [Option #1] Good question! Are you able to pop by the store this week to go through your options? For security reasons, I can't access your account unless you are present.
• [Option #2] Totally understand, when would it be a good time to give you a phone call?

Customer Response

• Which line is this for?

Your Response

• Oh I should clarify, it's for the line ending in xxxx {{device}}. Does that sound familiar?

Customer Response

• Who are you?

Your Response

• [Look for date when customer bought phone]
• I work at the {{carrier}} store where you got your {{device}}, line ending in xxxx back on {{purchaseDate}}. Does that sound familiar?

Customer Response

• What does it mean to be eligible?

Your Response

• Great question! It's a chance for you to get a newer phone! Did anything catch your eye?

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NEGATIVE

Goal: Learn more abou customer's phone and leave a good impression

Customer Response

• I won't be able to make it in

Your Response

• Totally understand, when would be a good time to book a phone call?

Customer Response

• No
• Not now

Your Response

• Not a problem! How is your {{phone}} working out for you so far?

Customer Response

• Who gave you permission to text me?
• Is this a scam?

Your Response

• [Option #1] Sorry for the confusion, I work at the {{carrier}} store where you got your {{phone}}, line ending in xxxx back on {{purchaseDate}}.
• [Option #2] We reach out to customers from time to time to check in and let them know about the status of their account.

Customer Response

• Wrong #

Your Response

• I see! Were you ever attached to {{customerFirstName}} account?

Customer Response

• I am no longer with {{carrier}}, I switched.

Your Response

• Oh no! Breakups are so difficult! What could we have done better to keep you as a happy customer?

Customer Response

• Stop texting me

Your Response

• [Log an outcome - "Requested DNC"]

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NO ANSWER

Customer has not responded

Your Response

• [Wait for 5 days, Statflo will not allow you to text until then]
• [Option #1] Hey {{customerFirstName}}, this is {{salesRep}} from {{dealership}}. Just following up to see if you got my previous text?
• [Option #2] Hey {{customerFirstName}}, this is {{salesRep}} from {{dealership}}. Just checking in to see if you had any questions about your upgrade?

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