Social selling is when salespeople use social media to interact directly with their prospects. Salespeople will provide value by answering prospect questions and offering thoughtful content until the prospect is ready to buy. -HubSpot
I was scrolling through my Instagram feed when I saw a testimonial post by an excited seller. The post was a screenshot of the conversation that happened between her and the customer who shared the testimony. Something caught my eyes on the conversation and I was like, not again.
On the conversation, probably before the delivery of the item sold, the seller asked the buyer for information and added please to her phrase (phrase because ‘your shoe size please’ is not a complete sentence, is it?). To me, the question was rude, impatient and unprofessional.
You see, the word ‘please’ is a magic word, it can move mountains. But it will only move it when you use it the right way.
Talking with someone online is not the same as the communication is happening face to face, especially if you have a formal relationship with your receiver. It gets worse when you have to communicate via chat. An exclamatory mark might indicate that you are shouting, likewise when you type IN ALL CAPS!
Before this post digresses into a grammar class, let me go straight to the point. Between, wetin did I know?
WhatsApp etiquettes for social selling
1. Have an on and off time
I mean you should have an opening and closing time just like you would in a physical store. Do not get carried away with the seeming proximity between you and your client to feel you are free to chat with them at any time of the day.
The duration between your open and close time should not go beyond one hour per day to avoid spending too much time on the phone, thereby neglecting other duties. Also, make sure your chosen hours are during reasonable time of the day, too early or too late is is not professional.
This will present you as a professional who has time for other productive duties aside chatting away useful hours.
2. Use voice calls for urgent needs
If it happens that you need to get urgent information from your client, then use voice call. Call them to get your information directly instead of sending WhatsApp chat, which they might not even see immediately. A late response might irritate you, causing you to react impolitely. So, do yourself a favor and use voice calls in urgent situations.
3. Share useful information
After you have sold to someone via WhatsApp and they have confirmed satisfaction, do not go cold on them. Keep the communication alive but do not make it about selling another product.
If they bought a product from you, make it your duty to send them few tips on how to maintain the product for durability. If it is a perishable product, do share information on how they can use the product for best results. If it is something they have to install, be a human manual and guide them through installation.
These are after services that will put you in the good books of your clients and make them your best word of mouth advocates.
4. Loosen up
People prefer to do business with human, not companies. So, while being professional, do not forget to be human. Keep your clients close by giving them a sense of belonging in your business. Remember their birthdays, save their preferences when they buy from you and bring it up when they place a new order. Little things count and people love to be remembered.
Do you sell on WhatsApp? Do share your tips on how you deliver excellent service to your clients.