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EXAMPLE CHAT:

Sparklers vs. Fireworks

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Business Overview

This customer is the premier provider of wedding sparklers online. They offer the lowest online pricing and fast shipping throughout theย United States.

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Chat Overview

The customer was looking for sparklers and other items that she can use for her wedding. The agent made several recommendations which resulted inย a customer purchase.

Brian is awesome and charismatic! He listened to my complaint that my fiance will not let me have big fireworks that go BOOM! He recommended an alternative product the Glo-Lantern. I decided against this product, decided to go with your 192 count #20 sparkler package. He is great! Thanks! I will surely utilize your services again because of Brian!

Website Visitor

ACTUAL CHAT WITH A CUSTOMER

Bryan Smith
Hi. Sorry to interrupt you, but I wanted to let you know I’m online. Do you have any questions I can help with?

Visitor
is your name Bryan

Bryan Smith
Yes, that is my name.

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How may I help?

Visitor
do you sell sparklers

Bryan Smith
Yes, definitely. You can check ***LINK***
We have standard sparklers and the heart shape one

Visitor
thank you. do you sell other wedding fireworks? my fiance says sparklers only, but i want some shit that blows up in the sky you know what I’m saying?

Bryan Smith
Sorry, we do not have any fireworks. We have lanterns though

Visitor
hmmm…

Bryan Smith
We have sky lanterns. Please check ***LINK***

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Having great product knowledge is important for you to be able to provide support when the customer needs it. In this case, the customer is seeking recommendations on sparklers to use for her wedding. Agent was able to quickly provide great recommendations and other alternatives to the customer.

We have a structured way to learn your business so that we can provide your customers answers to any questions that they may have.

Visitor
omg ru married

Bryan Smith
Nope. Not yet ๐Ÿ˜‰

Visitor
geezes i have to choose between a piano and no piano i dont know i already paid for a dj

and i still cant have big fireworks

Bryan Smith
Hahaha. It seems like you have been in a lot of pressure for your wedding.

Sorry we do not have that ;(

Visitor
ha ha na its not really that bad! im just kidding around. but on a serious note im gonna buy the 192 piece sparkler. can you get me a coupon or something?

Bryan Smith
Great! Yes, there is a $5 Off coupon that you can get near the top right of our home page. ***LINK***

Visitor
where?

Bryan Smith
Click on the link I sent, it’s on the right.

Visitor
o found it

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Apart from great product knowledge, soft skills is also very important. In this actual chat session, the agent was able to build rapport with the customer while still being professional.

Visitor
is number #20 the inches of the sparkler?

Bryan Smith
For the #20

The actual length is 19-inches long.

Visitor
o ok

can i refer you to the boss for a bonus or promotion?

Bryan Smith
Hahaha thanks.

Just happy to help ๐Ÿ˜‰

Visitor
No, but seriously I’ll stop one eyeing it and write a good review

Bryan Smith
Thank you.I would appreciate that. ๐Ÿ˜‰

Visitor
piece out homez

Bryan Smith
You too. Well, let me know if you need help.

I’ll close the chat box for now, but I’m here if needed.

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Being attentive to customer’s needs is another important factor in providing great customer experience. Although the agent was about to close the chat session, he was ready to help the customer in her follow up questions. He was able to respond to additional questions from the customer.

Over-all, because the agent was knowledgeable, charismatic, professional and attentive, the customer had a great customer experience during this chat session which resulted to a sale for the business.

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