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Quality Conversations: Texting Guide
Quality Conversations: Texting Guide
Updated over 7 months ago

Chat Starter:

POSITIVE RESPONSES

GOAL: Invite the customer to the store and book a meeting

CUSTOMER RESPONSE

YOUR RESPONSE

  • Yes, I want [Phone].
    ​

  • Yes, I want to upgrade.
    ​

  • I’d love a new phone.

  • Great! Would you have some time to pop by the store this week? We’re happy to walk you through your options, help get you all set up, and answer any questions you may have.
    ​

  • Definitely can help with that! How have you liked your current phone? Would you want to stick with [Brand] or try something new?
    ​

  • Awesome! If you liked the [Current Phone], the latest is the [Latest Model in the Series].

  • I’m interested, but I’m not sure which one.
    ​

  • I haven’t thought about a new phone, but I’m open to it.

  • That’s okay, there are so many to choose from! Is there any in particular you have your eye on?
    ​

  • That’s okay! Are you able to pop by the store this week to go through your options and discuss any questions you may have?

  • What am I eligible for?

  • Great question! I work [Rep Availability]. Would any of those times work for you to come in and look at your options?

  • I’ll visit the store soon.

  • Great! I work on [Rep Availability]. Would any of those times work for you?

NEUTRAL RESPONSES

GOAL: Inform the customer and transition to getting the customer into the store

CUSTOMER RESPONSE

YOUR RESPONSE

  • What are the deals?
    ​

  • How much will this cost?

  • Great 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.
    ​

  • That would depend on a few things, such as your plan and what model of phone you choose to upgrade to. Would you have some time to drop by the store? For security reasons, I only have limited access to your account details by text.
    ​

  • We have [Relevant Promotion]
    ​(e.g. We have many options available for $0 down!)

  • Which line is this for?

  • Sorry for the confusion! It’s the [Phone] with the line ending in [XXXX] purchased on [Date].
    ​

  • Oh, I should clarify — it’s for the line ending in [XXXX]. Does that sound familiar?

  • Who are you?

[Click View account in the Contact Details box on the right side of the screen > View the Contacts box on the right side of the screen to check which line you’re texting > Review the customer Timeline on the left side of the screen and scroll down if necessary to find this line’s last activation or renewal]

  • This is [Rep Name] with [Store] where you got your [Phone] with the line ending in [XXXX] on [Date]. Does that sound familiar?

  • What does it mean to be eligible?

  • It looks like your contract is almost up, meaning it’s an opportunity for a newer phone! Is there one you had your eye on?

NEGATIVE RESPONSES

GOAL: Learn more about the customer’s phone and leave a good impression

CUSTOMER RESPONSE

YOUR RESPONSE

  • No!
    ​

  • Not now.

  • Glad you’re still loving your [Phone]! How’s the battery holding up?

  • Glad your [Phone] is still working out for you! I’ll follow up in a couple of months, but you can text me here if you need anything before then. Does that sound good?

  • Who gave you permission to text me?
    ​

  • Is this a scam?

  • Sorry for the confusion, I work at the [Carrier] store where you got your [Phone], line ending in [XXXX] back on [Purchase Date].
    ​
    We reach out to customers from time to time to check in and let them know about the status of their accounts.

  • Wrong number.

  • I see! Were you ever attached to [Customer Name]’s account?

IF YES:

[Click View account in the Contact Details box on the right side of the screen > View the Contacts box on the right side of the screen to check which line you’re texting > Click the edit icon beside the customer name in the Contacts box on the right side of the screen to change the primary contact or add a new phone number to reach the primary contact if they give one]


Follow up with text:

  • Thanks for clarifying!


IF NO:

[Either change the contact name to match customer or mark as DNC if requested]

  • I am no longer with [Carrier], I switched.

  • Oh no! Sorry to hear that.

    • What could we have done better to keep you happy?

    • Would you like to expand on your experience with us?

  • STOP texting me.

[Click on Log an Activity on the right side of the screen > Select Interaction: SMS > Select Outcome: Requested DNC > Click on the Confirm button]

NO RESPONSE

GOAL: Re-engage with the customer to re-spark interest

CUSTOMER RESPONSE

YOUR RESPONSE

...

[Wait for 5 days, Statflo will not allow you to text until then]

  • Hey [Customer Name], just checking back in to see if you saw my last text?

Related Articles
Driving conversion through text messaging
How to have quality conversations over text
How to keep customer conversations going
Log an Activity
Sales Rep Quick Reference Guide
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