TECH-021Sell2 min read
The next message matters more than the first reply.
Your first reply got them talking. The next one decides if it goes anywhere. Use what they just told you, or the chat goes nowhere.
Every reply should use something they just told you.
By Rihanoor Protik Rana
Desk lamp · after “reading or desk work?”
Mostly reading in bed honestly
Then the warm setting is the one you'll use. It's less harsh in a dark room.1 Want a photo of it lit up?2
yes please!
Why “Great! Want to order?” falls flat
A generic follow-up wastes the information the customer just gave you. Someone who explains a need wants advice that fits it. Someone who raises a worry wants a straight answer. Someone who says “I’ll take it” wants the payment link. Sending all three the same message tells each of them you weren’t listening.
The goal isn’t a longer chat. It’s a clear decision. Sometimes the most useful next message is a short answer, or an honest “this one won’t work for you”.
This also matters when a chat changes hands. Read the conversation yourself before replying, even if a teammate left a summary. The latest message may have changed everything.
For more on stalled chats, read why customers ask lots of questions but still don’t buy.
Mostly reading in bed honestly
Great! Want to order?
Seen
It ignores what she said. She has no new reason to buy.
Mostly reading in bed honestly
Then the warm setting is the one you'll use. It's less harsh in a dark room. Want a photo of it lit up?
It uses her answer, so the lamp feels picked for her.
Illustrative example, not a customer result.
How to write the reply
Read what they actually said
Read their latest message with the rest of the chat. Separate what they said from what you're guessing. Asking about delivery doesn't mean they've decided to buy.
Reading in bed? Then the warm setting is the one you'll use.
Give the reply one job
Before you type, decide what this reply must do: answer a worry, explain a choice, or help them order. One job per reply.
It's less harsh in a dark room.not
We also have 3 colours, free gift wrap, and…Use the detail, or ask for the one you're missing
Answer their need with real facts. If you need one more detail, ask only for that. If you need to check something, say so instead of guessing.
How wide is your bedside table? The base needs about 15 cm.
Offer one next move
Give them one easy next step: a photo, a measurement, a choice between two, or the payment link. If they already said “I'll take it”, just send the link.
Want a photo of it lit up?not
So, want to order?
RememberIf your reply could be sent to any customer, it's the wrong reply.
Steal this template
Fill in the blanks for your product and save it as a quick reply.
Since you what they told you, what that means for them. one next step?
Same trick, different shops.
Pick the one closest to what you sell.
Arif
Accessories · Laptop sleeve
It's a 14 inch laptop but I keep a hard shell on it. Worried the sleeve will be too tight
The shell makes it bigger, so screen size alone won't tell us. Can you send the width, depth and thickness with the shell on? I'll check them against the inside of the sleeve.
Why this reply works
- Uses the detail they gave: the shell.
- Doesn't promise a fit it can't check.
- Asks only for what's missing.
Lubna
Bakery · Birthday cake
It's just a small family lunch, 6 of us
Then the small round cake is plenty for 6. Want to pick the flavour? I can send the list.
Why this reply works
- Turns “6 of us” into a size recommendation.
- Saves her from the bigger cake she doesn't need.
- One easy next step.
Maya
Clothing · Linen shirt
I'm usually an M but I like it a bit loose
Then go with L. This one fits true to size, so M would sit close. Want the chest measurement for L to double check?
Why this reply works
- Uses both details: her size and how she likes it.
- Gives a clear answer, not “it depends”.
- Offers a way to check before buying.
Jamal
Online course · Excel course
I already use VLOOKUP at work
Then you can skip lessons 1 and 2. Lessons 3 to 6 cover pivot tables and dashboards, which is where you'd learn new things. Want the full lesson list?
Why this reply works
- Shows you listened: no basics he already knows.
- Points to the part that's new for him.
- Lets him judge with the full list.
Illustrative examples, not customer results.
When not to use it
- Ending every reply with a question. A clear answer can finish the exchange. Extra questions make a simple purchase feel like an interview.
- Repeating yourself louder. If they ask the same thing twice, you didn't answer it. More excitement isn't an answer.
- Chasing silence. If they go quiet, don't send another message straight away. Use the customer follow-up system.
- Selling to a complaint. A problem or safety question needs support, not a sales reply.
Before you hit send
- My reply uses something from their last message.
- It does one job.
- I only asked for what I'm missing.
- It ends with one easy next step, or none if they're done.
This comes from Inbox to Revenue, a short book written for anyone selling in Messenger and DMs. See the book
Reduce the decision before increasing the persuasion.
Customer stuck between options? Make the choice smaller instead of selling harder.
Read it