In any communication, be it correspondence, a telephone conversation, communication with clients via instant messengers, a meeting, you need to define the goal, that is, the result you want to get as a result of the dialogue. Different businesses may have different goals, for example, selling a product, booking a table, making an appointment, and so on.
Knowing the main task allows you to build communication correctly and, as a result, get a new customer. The goal can be achieved in a chat, leading the client to the desired result through conversation. The rule "The one who asks questions leads the dialogue" works well both in personal meetings and in correspondence. To help the client move forward, you need to answer his questions with clarifying questions.
For example, in a chat, a oman email list user asks: "Is the dentist seeing people tomorrow?" If the answer is "Hello, yes, he is seeing people," then the communication is likely to end, and the client will leave the site without making an appointment. There are many such examples, and all of them are characterized by incomplete, broken answers.
It's better to structure the conversation like this:
– Is the dentist open tomorrow?
- Hello, yes, dentist Elena Pavlovna Ivanova is seeing you tomorrow. Tell me, what time would be convenient for you to make an appointment?
In this way, your communication moves forward with questions. Even when the conversation ends, you should clarify: “Do you have any more questions?”, “How else can I help you?” This way, the client will reach the goal you set and will feel your care.
Big and abstract answers
Chat correspondence requires quick responses. The question should be answered with a short text, which is more suitable for a letter, and a short, concise message on the subject. If this is not enough for the client, you can give him a link to more detailed information or offer to send a detailed answer by e-mail.
At the same time, the message in the chat should be simple and clear, and contain an answer to the question of the potential consumer. Otherwise, the information will be abstract. For example, if the client asks a closed question: "Can you guarantee the accuracy of your service?" - and you write: "You see, if our accuracy changes, then we will change it ...", then he will not receive an answer to his question and will leave. Therefore, with specific questions, the answers must be appropriate.
The correct way would be:
– Do you guarantee accuracy?
- Yes, our guarantee is 95%. If it decreases, then we... Tell me, how else can I help you?