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What Is Conversational Selling?

September 28, 2022

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Lori Boyer
Written By
Lori Boyer
Topic
Technology, Sales

Conversational selling (CS) is a dialogue-driven online sales strategy that uses online tools to engage the customer. It doesn't use forms, so it's focused on customers ready to buy. 

How Is Conversational Selling Different from Standard Selling?

The focus of conversational sales is on customers who are already interested in what you have to offer and are likely ready to buy. The goal is to deal with any final questions or doubts they may have before making the purchase.

Traditional selling aims to persuade someone who may not be interested in your product or service to buy it. You do this by providing this person with information about your offering, often through a sales pitch or presentation.

With CS, you're simply conversing with someone to build trust and rapport, so they feel comfortable making the purchase. The process should mimic the experience of talking to a knowledgeable employee in a brick-and-mortar store. Customers want to be able to ask questions and get answers quickly. 

The traditional sales process is very linear. You introduce yourself, make your pitch, answer questions, and close the sale. Conversational selling is different. It's more flexible and allows you to have a back-and-forth dialogue with the customer. 

Modern CS compresses the sales cycle so you can make more sales in less time. It also lets you upsell and cross-sell effectively, as you can address each customer's specific needs. This process is an excellent way to develop relationships with your customers and ensure they get the best possible service. 

CS is the next step in online sales, focused on providing a personalized experience that feels natural and human. This approach is worth considering if you're attempting to boost your online sales.

Hatch Speed-To-Lead is a way to engage a potential customer immediately and with a series of automated follow-up communications. Combined with CS, this is a powerful tool for communicating with potential leads.

How Does CS Use Technology?

communication technology mobile phone high tech concept. Happy man using texting on smartphone social media application icons flying out of cellphone isolated grey wall background. 4g data plan

One common way to implement CS is through chatbots or SMS technology. Chatbots are computer programs that simulate human conversation. They're used to provide customer support or answer questions about a product or service. SMS uses technology to automate conversations with customers in a similar way, but through text message. 

Chatbots and SMS can be very effective in conversational sales because they allow you to automate one-on-one conversations with potential customers. These personal interactions can lead to a higher likelihood of a sale.

Modern technology is fine for basic questions, but the system must be designed to smoothly transfer the conversation to live customer service personnel if the questions become too complex for the AI. 

The important thing is that the customer feels like they are talking to a real person who can understand them and provide helpful information. This setup will result in increased sales and happier customers if done right.

What Are the Benefits of Conversational Selling?

CS is less intrusive than traditional selling methods. Potential customers are more likely to engage in a conversation than to listen to a sales pitch.

Another benefit is that CS lets you pursue a more personalized approach with each customer. You can address their specific needs and offer them tailored solutions. This approach results in happier customers.

Also, CS can help you close more sales in less time. The process is more efficient than traditional selling methods so that you can sell faster.

What Are the Downsides of Conversational Selling?

Conversational sales require more time and effort than traditional selling methods. You need to be prepared to have lengthy conversations with potential customers. This work can be time-consuming and may not be feasible for all businesses.

Another downside is that you need to understand the customer's needs. This understanding can be hard to develop if you don't know them well. You also must be able to offer solutions that meet their needs. If you cannot do this, the customer will likely become frustrated and move on.

How Do You Implement CS?

If you're interested in using CS to boost your online sales, there are a few things you need to do.

First, you need to choose the type of communication platform you are going to use. This could be a chatbot, SMS, or other technology. There are several options available, so take some time to research the different choices and find the one that's right for you.

Create a script. This script plans out your conversation with potential customers. It's vital to ensure that your script is clear, concise, and free of errors. Test the software functions to ensure a human is notified when a customer asks questions the system can't answer.

Promote your service. You can add it to your website or social media accounts and can also use paid advertising to reach a wider audience.

How Does Conversational Selling Impact the Sales Cycle?

Conversational sales can have a significant impact on the sales cycle. By using technology, you can automate the process and close deals faster. The traditional sales cycle is often long and drawn out. It can take weeks or even months to close a deal. You can shorten the sales cycle and finish deals faster with CS.

While CS is a powerful sales strategy, it's essential to consider the potential downsides before implementing this approach.

It's important to remember that CS is not about making a sale as quickly as possible. It's about developing a relationship with the customer, so they're comfortable with their decision and happy to recommend you to others.

Hatch Sales Follow-Up is a way to create a workflow that organizes lead follow-up communication. Leads that might typically be forgotten will receive automated messages from this system. Turn the leads you find through CS into conversions.

Conversational Selling Is About Improving the Customer Experience

Online sales have progressed to the point where customers demand that the entire process be seamless, simple, and quick. In other words, customers want to buy without having to jump through hoops.

CS is an excellent option if you're looking for a way to improve your online sales process. It's efficient, personal, and effective. CS will help you build strong relationships with your customers. Try it today and see the difference it can make.

To gain more tips on how to step up your sales processes, check out our free ebook, "The Conversation Optimization Playbook."

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