Using our suggested responses below, you can drive quality conversations and navigate through the different types of customer responses (negative to positive).
Hi Bobby, this is Melissa at Acme Co. Your account shows it has an upgrade available. Any device you were thinking about moving to?
Positive
Goal: Invite the customer to the 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! Can you pop by the store this week to go through your options?
[Option #2] Great! I work {{hours}}. Would any of those times work for you?
Customer Response
I’m not sure which one
Your Response
That’s okay! Can you pop by the store this week to go through your options?
Customer Response
What am I eligible for?
Your Response
[Option #1] Great question! Can you pop by the store this week to go through your options?
[Option #2] Great question! I work {{hours}}. Would any of those times work for you to come in and look at your options?
Customer Response
I'll come to the store soon.
Your Response
Great! I work on {{hours}}. Would any of those times work for you?
Neutral
Goal: Inform the customer and transition to getting the customer into the store, branch or location
Customer Response
How much will this cost?
What are the deals?
Your Response
[Option #1] Good question! Can you pop by the store this week to go through your options? I can't access your account for security reasons unless you are present.
[Option #2] I totally understand; when would it be a good time to give you a phone call?
Customer Response
Which line is this for?
Your Response
I should clarify; it's for the line ending in xxxx. Does that sound familiar?
Customer Response
Who are you?
Your Response
[Look for the date when a customer made a purchase or signed up]
I work at the {{business}} where you got your {{product or service}}, 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?
Negative
Goal: Learn more about the customer's phone and leave a good impression.
Customer Response
I won't be able to make it in
Your Response
I totally understand; when would be a good time to book a phone call?
Customer Response
No
Not now
Your Response
Not a problem! How has your {{product}} worked out so far?
Customer Response
Who permitted you to text me?
Is this a scam?
Your Response
[Option #1] Sorry for the confusion, I work at the {{business Name}} 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 Responses
Wrong number.
This is not Bob.
Your Response
I see! Were you ever attached to {{customerFirstName}} account?
Customer Response
I am no longer with {{your business}}; 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
Stop texting me
Your Response
Log an outcome - Request DNC. This is because you should not reply to someone who says they do not want to be spoken with.
No Answer
Customer has not responded.
Your Response
Wait for three days so you are not overwhelming the customer with messages.
[Option #1] Hey John, this is Melissa from Acme Co. Just following up to see if you got my previous text?
[Option #2] Hey Bill, this is Melissa from Acme Branch. Just checking in to see if you have any questions about your account.