For workers in the car service, who took adoption with the client through the messenger, would be a mistake to think that such communication is completely elementary and can be proceeded without special training. No!

Like any other type of business communication, such communication has certain rules and strategies. They must be known, constantly stick and perform.

Therefore, the training of the personnel responsible for communication is of particular importance. His teach it a long time. Employees should understand popular messengers, to know their specificity, differences, have a complete picture of technical implementation, understand the basic principles and actually communication techniques.

But there is also a global difference — a person who wants to communicate with you through the messenger, communicates with you in this way because he does not want to take the phone. Because he does not want you to invade his personal space. He wants to communicate so that he can always control this communication and to interrupt it at any time, thereby reducing to a minimum of any possibility of random (uninforced or on the contrary of the planned) invasion of the personal space, imposing unnecessary services, etc.

Therefore, immediately solve the most popular rule — during communication through the messenger in no case confuse (do not change) channels. If you started communicating in the messenger, continue to communicate in it. And do not go to other channels, no matter how great you have this desire.

We enter into dialogue

In addition to the main rule, there is another important rule of communication in messengers — initiative. Since, as already mentioned, communication through the messenger suggests an instant way out of it, you need to try to immediately take possession of the interlocutor and to hold it for a long time, bringing important information to your benefit in your favor. It is categorically impossible to give single responses. On the contrary, it is necessary to develop a dialogue, building it competently — in order to maintain interest, continuing and continuing.

Here is an example of a dead-end communication:


-Do you have free diagnostics?


depending on how you refer to.

The auto service manager immediately drives the potential client to a dead end — nothing is not clear to him, and moreover, any desire to continue communication is fighting.

The correct dialogue must be built like this:

-Do you have free diagnostics?

Free diagnostics is performed when replacing oil and filters (maintenance, buying spare parts from 1000 rubles, seasonal replaced tire kit and so on., Options can be different) and include 15 of the most important parameters. And extended diagnostics — up to 30 parameters — paid. Tell me, please, what work you would like to perform in your car — and I will clarify the information.

This is an example of an initiative attitude. This is the same sale, it is not just a new way to communicate when you can poke into the letters and write words with errors. If this is a business means, these are sales, respectively, we work on the initiative. And yes — we try to write most correctly.

Further client reports:

I need to swap candles, engine oil and check the brakes.

For you, the diagnosis will be free of charge for 15 the most important parameters and including check the brake system. Write you to visit?

I’m still thinking. (Many people love to take a pause of thinking and in personal communication, and in the messenger, why do not slow down?)

If anything — please contact, I will tell you more or something will advise.

Do you have candles … (such a brand)?

Yes there is. But we also have candles … (another brand). Our experience shows that they are although they are more expensive, but go much longer, without causing any problems. Now I will send you links to their description.

That is, in fact there is the most real selling dialogue, only it is carried out by another way, while certainly having every chance of success.

Another example of initiative and misinterpretation:

Write your phone number / email address, — offers manager.

The client has the right not to respond and instantly interrupt communication, as this is not a personal contact, in which it just does not leave the answer. In Messenger, you can easily not answer, and be sure, the question will remain unanswered if it is not supported by an additional idea, incentive, thought — to all that interest the client.

Therefore, it is more expedient to formulate the same phrase like this:

If you are comfortable, please write your phone number / email address so we can send you current personal offers and news.

But the promised communication channels is promised:

Can you record me tomorrow to replace the timing belt?

For recording, call, please, master receivers by number …

… You can not throw off the client to another channel, you can not make communication multi-channel. A client in 80% of cases will not call. If he could call — he would call immediately. And if I did not call and wrote to the messenger, it means that we complete the case correctly:

Can you record me tomorrow to replace the timing belt?

Yes, of course, three windows remained for tomorrow — at 11.00, 12.00, 13.45. Which one suits you?

At 11.00 fits, thanks.

Please! Write the brand, model and number of your car.

All communication occurred in the messenger. And only in the messenger. If this method is suitable for a person — it needs to be used and on his own initiative not to leave him. Otherwise, you are likely to lose the client.

The conclusion from the foregoing is obvious: with proper training of an employee, communication with the client through the messenger does not cause any problems and may be as effective as personal communication.