WhatsApp in retail: we bring together the best practices

In the digital universe, we can absorb and use many good practices from the physical world, but for this, it is essential to adapt them to enhance online interactions. We analyzed sellers who stand out in digital sales and collected the best practices to help those who are in physical retail to relate digitally - after all, it's time to abandon the broadcast lists and start selling strategically. Check out the best practices that generated over R$150 million in sales!

1 - Don't be a robot. Smile with the words.

Research conducted by Amdocs, in partnership with Forrester Research, shows that, when they can choose between a machine or a human service, 83% of consumers choose to speak to humans. This is because they believe that humans understand their needs better and are able to better meet more than one demand at the same time.

So even if you're not communicating with your client in person, don't forget that it's still a conversation and you need to connect with them using expressions, making them feel valued and understood.

Here are two ways to do this:

Use open-ended questions to better narrow down your service. Ask about his needs, preferences, and desires. With this, narrow the conversation down to the main points and make the consumer comfortable in the buying process.

2- Use positive expressions to connect the conversation

Show your interest in answering using positive expressions and emojis, not sticking to a mere “Ok.”. Instead, how do you feel about trying something like: “how cool, what else can I help you with?” or “I'm glad you liked the piece x. See other options that match it”?

Thus, robotic speech is left out and the consumer feels more comfortable and confident when making their purchase.

2) Facilitate understanding

Just as you need to speak clearly and correctly in person, in the online universe, careful writing is your tool for making yourself understood. Use commas, accents, space between words, capital letters in proper names and try to be as clear as possible. Every detail makes the difference and generates credibility, one of the essential digital aspects - considering the large number of people who do not buy online due to lack of trust and fear of falling into scams.

One tool that can also help is audio and emojis, which, to the right extent, facilitate the understanding of the information and generate closeness with the customer.

3) Everything in its time.

Even though digital provides more freedom, not everything is convenient. Pay attention to the time chosen to contact your customer. Before 9 a.m. and after 8 p.m., commercial approaches tend to be invasive and should ideally take place between 10 a.m. and 5 p.m. Avoid weekends. Now, if the customer comes to talk to you, respond as soon as possible. When we are trying to buy something on WhatsApp, the agile response makes the difference, often we are already trying to search for something or ask specific questions. Always prioritize answering open conversations to starting new conversations.

4) List first, then create sales opportunities.

Nobody proposes to you on a first date, right? After-sales campaigns, such as “welcome”, anniversary and thank you, will also help engage your customers, in addition to creating a connection between the customer and the seller.

After-sales campaigns, on the other hand, show you that your work doesn't end when the sale is made, and that there is still a lot to be done. There are several actions to keep who you transformed from lead to customer, this builds loyalty and guarantees even more sales in the future.

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