A good chat sale follows a simple path: understand what they want, show a few good options, answer doubts honestly, then make ordering and paying effortless.
The path of a chat sale
Most chat sales follow the same path. Knowing where a chat is on the path tells you what to send next.
Greet → Understand → Show → Answer doubts → Close → Pay → Confirm
| Stage | Your goal | A good message |
|---|---|---|
| Greet | Warm, fast, personal | “Hi Neha! Thanks for messaging.” |
| Understand | What, for whom, by when, what budget | “Is this for a wedding? Which date?” |
| Show | Two or three good options | “Here are three in your budget, with videos.” |
| Answer doubts | Remove the last worries | “Yes, returns are easy if the colour differs.” |
| Close | Ask for the order | “Shall I reserve the emerald one for you?” |
| Pay | One simple way to pay | “Here's the UPI link for ₹3,450.” |
| Confirm | Everything in one message | “Confirmed: KH-118, ₹3,450 paid, ships Thursday.” |
Ask before you show
Two or three short questions turn a vague enquiry into a clear need. Ask them one at a time, conversationally.
| Business | Questions that help |
|---|---|
| Clothing | Occasion? Date? Colours you like or avoid? Budget? Size? |
| Furniture | Which room? Size of the space? Style? Delivery date? |
| Clinic | What's the problem? Since when? Any preferred time? |
| Coaching | Which class? Which exam? Current marks? Timings that suit? |
| Distributor | Which products? Quantity? Delivery date? Credit terms? |
Show a few, show them well
Choice helps up to a point; too much choice stops people deciding. Show two or three good options, and show them properly.
- Two or three options, matched to what they told you, not your whole range.
- Real photos and short videos in daylight: the drape, the border, the texture.
- Key details in one message: code, price, fabric, size, delivery time.
- A recommendation: “For a December wedding I'd pick the emerald; it photographs beautifully.”
- Offer a video call for high-value items: customers love seeing the product live.
Answer the doubts
Before buying, most customers have one or two worries. Answer them before they become reasons to leave.
| Doubt | A good answer |
|---|---|
| “Is it genuine?” | Proof: a close-up, a craft mark, a customer's photo (with permission), your return policy |
| “Will it arrive in time?” | A clear date by city, and tracking once shipped |
| “What if I don't like it?” | Your return or exchange terms, in plain words |
| “Can you reduce the price?” | Explain the value; offer a fair alternative, such as free shipping or a lower-priced option |
| “Is it safe to pay online?” | Your business name on the payment, an invoice, reviews, cash on delivery if you offer it |
Close, collect payment and confirm
Many chat sales are lost at the very end, in confusion about payment or details. Make the last steps clear and short.
- Ask for the order: “Shall I reserve the emerald one for you?”
- Collect details in one message: name, full address with PIN code, phone, any blouse or size notes.
- Send one way to pay first: a UPI link or QR with your business name; others only if asked.
- Confirm everything in one message: item, code, price, payment received, ship date.
- Send the invoice and tracking as soon as they're ready.
| Payment option | Watch out for |
|---|---|
| UPI link or QR | Show your business name; confirm receipt before shipping |
| Payment link from a payment provider | Clear item name and amount in the link |
| Cash on delivery | Higher refusals and returns; many sellers add a small charge or ask a part-payment |
| Bank transfer | Confirm credit before shipping; avoid for small orders |
Questions from the worksheet: Your chat script
Write your own path for a typical enquiry. Keep each message short.
- Greeting and first question
- Questions to understand the need (two or three)
- How you'll show options (how many, what format)
- Answers to your two most common doubts
- The closing question
- Payment message
- Confirmation message
What to remember
- Follow the path: greet, understand, show, answer doubts, close, pay, confirm.
- Ask two or three questions before showing; then show two or three good options, honestly.
- Make the end effortless: one way to pay, every detail confirmed in one message.
- Chat script
- The planned path and messages for a typical enquiry.
- Closing question
- A question that asks for the order.
- Cash on delivery
- Paying the delivery person on arrival.
This article is adapted from the book. Examples marked “Example” use invented names and numbers; company stories are based on public sources listed in the book. For general learning; use your own judgement for your situation.
