Replying to someone who asked for information
- "Hi Anna, it's James from North Air. Thanks for your enquiry about air conditioning. Is it for one room or the whole house?"
- "Hi, thanks for asking about the October English course. Are you after a morning or an evening group?"
No links in the first reply and no company history. One question they can answer in five seconds.
Sending the price
- "For a room that size it would be £890 fitted, with a two-year guarantee. We could do it next week. Does that work for you?"
- "The course is £120 a month, groups of eight, starting on the 7th. Shall I save you a place?"
Price, what's included in one line, and the next step. If you have to give a range, say what it depends on.
When they say "it's expensive"
- "I understand. The difference is usually the guarantee and the fact that we do the installation ourselves. If you like, I can suggest a simpler option. What budget did you have in mind?"
Don't drop the price straight away, and don't defend it with a paragraph. Ask, and offer an alternative if you have one.
When they say "I'll think about it"
- "Of course, no rush. Is there anything I can clear up for you now?"
- "Perfect. I'll check in on Thursday in case any questions come up, is that OK?"
Closing
- "Shall I send you the booking link?"
- "I can do Tuesday at 10am or Wednesday at 4pm. Which suits you better?"
Two specific options sell better than "let me know when suits you".
Checking back in
"Hi Anna, did you get a chance to look at the quote? If it's not right for you, just say and I won't chase." The easy way out takes the pressure off, and plenty of people reply, even if it's to say no. More examples and timings in WhatsApp follow-up messages.
What not to write
- Long paragraphs and lists of services.
- "Dear customer" and email-style sign-offs.
- Capitals, strings of emojis and exclamation marks.
- Promises you can't keep.
- The same text to hundreds of people: it doesn't work, it needs consent under PECR, and it puts your number at risk.
An agent like MultiChats writes this way by default and measures which version of each message gets more replies.
Frequently asked questions
Can I save these as quick replies in WhatsApp Business?
Yes. Just always change the name and the detail for each customer: that's what makes people reply.
Should I use first names or a formal tone?
Whatever you'd use face to face. For most small businesses in the UK and Ireland, first names and a friendly tone work best.
Can I send voice notes to sell?
Yes, if the customer uses them too. A short voice note feels personal; a three-minute one won't get listened to. Keep prices and dates in writing.