Resources/Conversation examples
Price asked by text
The customer asks for the price, the monthly cost or the total in a message instead of on a call.
What's the total for the annual plan, with everything included?
What to do when you spot it
Reply with the price, what it includes and what can still change it, then ask a question and offer two specific times to talk.
Practice a response
Synthetic practice exampleReply to the example above out loud, then compare your words with this sample.
"The annual plan comes to just under twelve hundred with everything included, and it moves a little with your start date. When were you hoping to start? I can walk you through it at 11 or 5:30 tomorrow."
Coaching and context
Taking the next step
Answer in the thread. Give the figure honestly with what it includes, name the one or two things that can still move it, such as the start date or the term, and ask a question back so the thread stays alive. Then attach two specific times to finish it together. If you truly cannot give a number without more information, say what you need and why in one line, and offer the time in the same message rather than making the customer call to find out.
Why it matters
A price question in writing is the same buying question as the one on the phone, with two differences. The answer can be screenshotted and carried to the next company, and the silence after it is visible to the customer. Most teams handle it in one of two bad ways. They send a bare number, which becomes a shopping tool, or they answer with call me, which reads as a dodge to somebody who chose to text on purpose. The channel a customer picks is the channel they trust, and what you write there is the team's word.
How to coach it
Read the last message in three price threads from last week. When a number sits at the bottom with nothing under it, the rep sees the problem without being told. Write one closing structure together and keep it short: the figure, what it includes, one question, one time. Have the rep put it in their own words so it does not read like a template, then check next week's threads for that shape. This is easier to coach in writing than on the phone, because the evidence sits still on the screen.
Practice the conversation
The manager plays the customer. The rep responds, then you review it together.
The customer says
"What's the total for the annual plan, with everything included?"
Your goal
Answer in the same channel with what the number includes, ask one question back, and offer two times.
Feedback after the call
- You answered in the thread instead of telling them to call you.
- You sent a number without saying what it includes.
- You ended with a question, which kept the thread going.
- You did not offer a time.
Questions and answers
Should reps give prices by text at all?
Yes, with something attached to them. Refusing to answer in the channel the customer chose costs trust and rarely produces the call you wanted anyway. The problem was never the number. It is the empty space under it, where a question and two specific times belong.
What about monthly cost questions by text?
Same rule, more care. A monthly cost depends on the start date, the options and the term, so name those in one line rather than sending a figure the team cannot honor later. Then offer the time where the real number gets built.
How do I find price texts that never got a reply?
Read the last message in each price thread from the past week. Where the number sits at the bottom with nothing under it, a manager can answer personally if the customer is still waiting. It shows how the question was handled, not whether the customer bought anywhere.