Speed matters
Replying within the first minutes greatly increases the chance of a purchase. If you cannot be on call all day, reserve two or three fixed times to check messages and comments.
Set up automatic welcome or away messages to say when you will reply; it is better than leaving the customer in silence.
Reply with warmth, not a single word
A dry "$10" cools the conversation. Greet, use the name and answer the question with an invitation to continue: "Hi Ana! It costs $10 and we have it in three colors. Shall I show you which ones?".
Move to a private conversation with judgment
If someone comments "price" on a post, you can answer with the figure and send details by direct message. Avoid systematically hiding the price, because it creates distrust and forces the customer to take extra steps.
When the conversation needs delivery or payment details, move it to WhatsApp, where it is easier to organize orders.
Scripts for the most common questions
Prepare base answers and personalize them each time. These are the ones you will need most:
- Price and available presentations
- Shipping cost and time
- Payment methods
- Availability and sizes or colors
- How to place the order step by step
Handle public criticism calmly
A public complaint is a chance to show how you serve. Thank them, offer a solution and continue in private. Other customers notice how you react.
Never argue or delete legitimate comments just because you dislike them.
Close the sale with a clear next step
End every conversation by saying what comes next: "If you like it, I will send you the catalog link so you can choose and message me your order". A concrete step keeps the conversation from hanging.
Replying fast, warmly and with a clear next step turns comments into customers. You do not need to be a sales expert, just consistent.
This week, prepare your five base answers and measure how many conversations end in an order.