Web Chat

Course Aim

To enable delegates to use web chat to deliver a great customer experience and sell services and products effectively using the latest techniques drawn from behavioural science and social psychology.

The programme is suitable for web chat agents and team leaders who are responsible for web chat teams.

Course Objectives

By the end of this course the delegates will be able to:

• Structure an effective web chat using a combination of predefined and personalised responses
• List the 6 basic drivers that make customers buy
• Demonstrate how to build rapport quickly – building a “human” relationship with a wide variety of customers, using psychological “short cuts” when using web chat
• Demonstrate effective questioning and interpretation skills.
• Present products in a way most likely to result in a sale
• End a web chat positively.

Course Content

Course content includes:

• Web Chat structure
• The 6 basic drivers that make us buy - scarcity, reciprocity, consistency, authority, liking and social proof
• The critical 7 seconds – what you must do at the start of the web chat
• Short cuts to building rapport via web chat
• Words and phrases that kill the sale
• Using questions to develop a web chat
• Matching solutions to needs
• When to present the product and what to present
• Objection handling
• Ending the web chat