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Version: 26.03.19

Email Responses

The goal of customer interactions is not to simply answer a customer's question but to use the communication window as an opportunity to pursue a sale. Give an answer that most likely leads the customer to continue the next steps in the process of a purchase and/or the customer has a positive experience which influences them to purchase from you in the future.

G.U.I.T.A.R Checklist​

  • Greet — Address customer by name, be polite
  • Understand — Re-state the question in form of statement; empathize
  • Initiate solution — Give clear well defined answer or offer solution
  • Thank You — Thank customer for their inquiry, interest, offer, time, support etc.
  • Ask Question — Include a question in response (QAQ)
  • Rapport — Personalize your reply with name, business name, and/or title

Greet — Using the customer's name makes them feel important and gives a sense of direct communication with another human being, not a bot, auto-response or copy-and-pasted answer. Be polite in your opening greeting by using words such as: thank you, I am sorry, I am afraid, unfortunately, I am pleased to, I am happy to etc.

Understand — Re-stating the question in form of a statement establishes that you have heard what the customer is asking and you care. The goal is to build empathy, trust and show that you are listening.

Initiate Solution — Give clear well defined answer or offer a solution to their problem. If you do not have the answer for their problem, then put them in touch with someone who does or find the best resource or contact for them.

Thank — Thank the customer at the end of the message to let them know that you appreciate their interest, business, inquiry, their support etc.

Ask Question (QAQ) — By asking a question in your response it continues the conversation and further pursuit of the sale.

Rapport — Give your name so that they associate their communication with another person which gives a person-to-person connection. Include your name, Diablo Guitars and your job title if relevant.

Example​

Customer message:

Hello, beautiful guitar, is the certificate of authenticity available?

Wrong response:

There is no COA

Correct response:

Hello Tannous, thank you for your interest in the Charvel San Dimas. I would be happy to help you and answer any of your questions. I have looked into the availability of the COA and unfortunately this guitar did not have a COA included when we acquired it. I have confirmed that a COA can be issued by Charvel at any authorized repair location. In the meantime I have provided a screen shot of the serial number being verified by Charvel which confirms the guitar to be a "Cstm San Dimas 1H Midnight Blue" made on 1-9-2014. What kind of Charvel guitars are you interested in?

Thank you, Parker