If you have a company Facebook page, people contact your business using Facebook Messenger. How you respond to these texts/conversations, determine whether you get a new customer or lose one. And it all happens in a matter of seconds.
Two Real Life Examples: One Failure and One Success
At first glance, to the untrained eye, you might not see anything wrong with the first example. The difference in how the successful chat is handled and how the unsuccessful is handled may seem minor. But these little details make a big difference in whether you lose a sale or win a new customer.
Example of a Facebook Messenger Conversation that Went Wrong
Here’s an example of a messenger sales conversation that failed:
1 – Potential customer asks, “How much for…” Facebook Page Manager gives the low price, “starts at” and gives two examples of what’s in stock. Then he mentions about cheaper ones coming in.
2 – Potential customer responds with “how cheap can you go” and the Facebook Page Manager never responds back. No lead. No new customer.
What went wrong?
Let’s start with the answer to the initial question, “How much…” and “axle weight?”
Instead of addressing the axle weight question, the Facebook Page Manager completely avoids it. Just shoots out prices.
Can you think of a better response?
Why not ask, “How much axle weight do you need it to handle?”
I’m curious. The buyer asked about axle weight twice. Has he had a trailer that couldn’t handle enough weight before?
That would be a good question to ask, right?
Why not ask, “What are you going to use the trailer for?”
NOTE: It’s too early to address price questions. Find out why he’s looking for a new trailer first. Get more info, so you can serve him well. Then address the price.
Here’s the second thing that went wrong …
He told the prospect, “will have some of the cheaper one in about 2 weeks.”
Why is this so wrong?
He didn’t find out if the trailers he had in stock were in the prospect’s price range.
After giving different prices, a quick question like, “Is that about what you had in mind?” would help you understand what the buyer’s budget is.
He didn’t ask any questions to help us understand the potential customer’s needs. Fail.
It’s not all about the price
The Facebook Page Manager in the above example, was all about being cheap and selling cheap. He lost out.
He had someone who’s actively looking to buy a trailer texting him. He could’ve helped him get the right trailer. Instead he was too focused on being cheap.
Example 2: A Facebook Messenger Example that Worked
Here’s the screenshot:
The Facebook Page Manager answers her initial question, “Do you have a mileage distance?”
ANSWER: “Hi. We deliver all over the state. Are you planning something in Waxahachie?”
Finding Out Why Someone Asks a Question is Extremely Important
Notice her question was answered. But the Facebook page manager asked more.
Finding out WHY she wanted to know about mileage is extremely important. Facebook told the page manager the prospective client was in Waxahachie. He used that to help address her needs.
If the Facebook page manager had only answered the basic question, the conversation might end right there. And you wouldn’t get a phone number. You wouldn’t have a real lead.
By getting to know “why” she asked her initial question, the conversation continued, and we’re able to get closer to a real lead.
After You Find Out Why their Initial Question is Important, What’s Next?
In this example, the prospective customer mentions cost or price of delivery next and answers the Facebook Page Manager’s question with another question about a specific product.
It’s last minute and we weren’t sure if you charged extra coming out this way. Do you have any Zorb Ball Courses available this weekend?
IMPORTANT: The Facebook Page Manager does not address the price or cost comment at this time.
The Facebook Page Manager responds to her question about availability. Tells the truth, “I don’t know.” “Can I get back to you?”
But doesn’t stop there, he then asks, “If we do, when will you need it?”
Why does he ask this? She already said, “this weekend”
Helping Prospective Clients Imagine They’re Already Using the Product or Service
In this example, she hasn’t said she would rent from them. But this question helps her imagine it already a “done deal.”
The question asked by the Facebook Page Manager is similar to, “If we can deliver when you want it, will you rent it?” And it helps specify the time frame if the party rental company already has it rented over the weekend.
She answers his question with more details. Then she realizes she doesn’t know how much it is. This is important. She had already rented it in her mind without knowing the price.
If the Facebook Manager knew pricing and availability, now would be the time to discuss pricing and ask for credit card information or send her a payment link to make sure she’s able to get it this weekend. In this case he doesn’t.
Give a Reason for Your Facebook Visitor to Share an Email Address or Phone Number
Instead he asks for a phone number. But he gives her a reason for her to give the phone number “If I don’t reach them tonight.”
Most people will hesitate before giving a phone number to a stranger. Especially on Facebook. Giving a good reason makes it easier for someone to share her number.
Do You Have the Right People Managing Your Facebook Account?
I didn’t realize the potential hole in the sales process this presents for most business Facebook pages. Not until I watched one of these chats myself.
Most business owners have someone with good customer service skills handling this task. Not someone with sales training. Who handles this for your business?