Book sample
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PART 1
You open your inbox and see several new messages.
Most of them ask the same question:
How much is it?
You reply with the price.
Then nothing happens.
No second question. No order. No explanation.
The customer simply disappears.
Illustration: 10 inquiries become 2 orders.
It is easy to assume that the price was too high or that the customer was never serious.
Book page 9
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Sometimes that is true.
But often, the conversation ended because the reply gave the customer no reason to continue.
A price answer should not end the conversation. It should help move it forward.
Imagine that a customer sends this message:
CUSTOMER
How much is the moisturizer?
COMMON REPLY
It’s $32.
The customer now knows the price.
But they still do not know:
Why the moisturizer is worth $32
Whether it is right for their skin
How it is different from other creams
What they should do next
The reply answers the question, but it does not create interest.
CUSTOMER
How much is the moisturizer?
Book page 10
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SMARTER REPLY
It’s $32. It gives dry skin lasting hydration without feeling heavy or greasy. Does your skin feel dry throughout the day, or mainly after washing your face?
This reply still answers the price question first.
But it also gives the customer a reason to care and an easy way to continue.
The customer may now think:
My skin does feel tight after washing. Maybe this cream is made for someone like me.
That small moment of recognition can turn a price question into a real buying conversation.
Illustration: a common reply gives only the $32 price; a smarter reply adds value and a question.
Book page 11
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PART 4
A customer’s message does not always tell you what they are really thinking.
When someone asks, “How much is it?” they may be comparing prices, checking the value, or preparing to buy.
That is why you should read the customer’s PULSE before pushing the purchase.
Notice what the customer said and what has already happened in the conversation.
Work out whether they are asking, comparing, doubting, delaying, or preparing to buy.
Connect their need to the product benefit that matters most.
Use relevant proof, explanation, reassurance, or risk reduction.
Guide the customer toward one simple and natural next step.
Book page 29
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SMARTER REPLY
Great. The large PawHaven bed is selected here: [checkout link] You only need to confirm your shipping and payment details. I can stay here if you need help.
When the customer is ready, stop selling and start helping.
Situation: The customer asked whether the moisturizer was suitable for sensitive skin, but stopped replying.
COMMON FOLLOW-UP
Are you still interested?
SMARTER FOLLOW-UP
Hi, I wanted to check whether you had any other questions about the moisturizer. Since you mentioned sensitive skin, I can also send the ingredient list or the sensitive-skin testing information if that would help.
The message returns to the original concern and offers value.
Situation: The customer liked the dog bed but was unsure about the price.
Book page 53
