When a user registers, he does so because he wants to use the service. If she hasn’t bought it means there are obstacles in the way that need to be removed.

What are these obstacles?

The Obstacles: Why Users Don’t Make First-Time Purchase

Based on our experiences so far, here are the common reasons…

  • They don’t plan to buy, they wanted it for free
  • They don’t know how to buy (even though it’s on the site)
  • They were thinking they will see free units to test first
  • Our platform seem confusing to them
  • Paying at the bank or online is too cumbersome for them
  • They didn’t check the price, so they don’t know
  • They didn’t plan to use it now

How to Remove These Obstacles

Obstacle #1: They don’t plan to buy, they wanted it for free.

How to Remove It: Tell freebie seekers that we don’t offer a free SMS service. Refer them www.sendfreebulksms.com

Obstacle #2: They don’t know how to buy (even though it’s on the site)

How to Remove It: Put them through on how to buy.

Obstacle #3: They were thinking they will see free units to test first.

How to Remove It: There is a link to request for free units. If they didn’t find them, tell the customer care rep to give them free units to test.

Obstacle #4: Our platform seem confusing to them.

How to Remove It: Put them through, refer them to our HELP CENTER.

Obstacle #5: Paying at the bank or online is too cumbersome for them.

How to Remove It: Give them the option of online payment. Promise to walk them through it on WhatsApp.

Obstacle #6: They didn’t check the price, so they don’t know.

How to Remove It: Tell them our pricing.

Obstacle #7: They didn’t plan to use it now.

How to Remove It: If they didn’t plan to use it now, tell them we are looking forward to serve them when they are ready.

Obstacle #8: They discover our price is expensive.

How to Remove It: Tell them it’s the same out there when they calculate it well, because our competitors do hidden double charges but we don’t and we offer a better service.

How to Follow Up to Remove the Obstacles

Do any of the following or combination of the following, starting with the first:

i. Chat on whatsapp (if the customer is on Whatsapp)

ii. Make a phone call

iii. Send an email

Follow this guides for each:

Chat on whatsapp (if the customer is on Whatsapp)

Hi, my name is Samuel from 5star SMS

I am following up to find out what’s preventing from using the service

Pls can u let me know so I can help out?

Make a phone call

Hi, my name is Samuel from 5star SMS

I am following up to find out what’s preventing from using the service

Pls can u let me know so I can help out?

Send an email

Subject: Re: Follow Up (for Bulk SMS Service)

Hi (name),

This is Samuel, your account manager from 5star SMS.

You’ve not started using the service yet, so I am following up to know what’s preventing so I can help.

Please kindly reply so I can help out.

Thanks as I await your reply.

www.5starsmsng.com

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Note: Always start with whatsapp message first. If the customer doesn’t respond to it, then make a phone call. If the customer doesn’t pick or call doesn’t go through, send an email.

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Next Step: Offer Incentive

After explaining these things to them, ask for the sale. But don’t just tell them to buy, offer an incentive. Here are the incentives to choose:

i. Get 100 FREE units if you buy at least N1,000 worth of SMS. Offer valid for 3 days.

ii. Get 750 FREE units if you buy at least N5,000 worth. Offer valid for 3 days.

iii. Get 1,500 FREE units if you buy at least N10,000 worth of SMS. Offer valid for 3 days.

Choose from any of the three depending on how your conversation went – how you judge their capability. For example, a church is different from an ushering unit in the church. So, you make the church a bigger offer and the ushering unit a smaller offer (these are just examples).

Next Step: Schedule Reminder SMS

Here’s how the SMS should look like:

REMINDER. Get 100 FREE units if you buy at least N1,000 worth of SMS. Offer expires in 2 days! www.5starsmsng.com, 0813-646-3434

REMINDER. Get 100 FREE units if you buy at least N1,000 worth of SMS. Offer expires in 24 hours! www.5starsmsng.com, 0813-646-3434

REMINDER. Get 100 FREE units if you buy at least N1,000 worth of SMS. Offer expires today! www.5starsmsng.com, 0813-646-3434

Note: Set the reminders for 10:00 AM each. Use FivestarSMS as the sender ID.

VERY IMPORTANT: Check in daily to see if the particular client has buy so that you can cancel the remaining reminders.

 

Next Step: Last Offer

If after three days, the client still didn’t buy, make them a last irresistible offer:

Buy SMS at N1 (valid only for 1,000 units minimum & 2,000 units maximum) and offer lasts only for today. www.5starsmsng.com, 0813-646-3434

Note: Set the reminders for 09:00 AM. Use FivestarSMS as the sender ID.

Process Map

>> Customer signs up

>> Didn’t buy the 1st day (after orientation)

>> Follow up to remove the obstacles (2nd day)

>> Offer incentives

>> Set reminders

>> Log the job in Evernote