How to teach your reps to sell through text

The art of persuasive communication.

In today’s world, in-person meetings and calls are gradually taking a back seat. More and more sales happen in messengers, chats and email. Clients don’t want to be called — they want to write a message, get a reply and make a decision without extra noise.

But selling through text isn’t just about “answering a question.” It’s a whole art: winning trust, sparking interest, handling objections well and bringing the client to a purchase. If your reps don’t know how to do this, you’re losing money.

In this article we’ll unpack the key principles of selling text, learn to avoid common mistakes and look at modern tools that help automate sales.

Main principles of selling through text

1. Reply speed decides everything

When a client writes in chat, they want a reply here and now. If the rep replies after several hours, the chance of a sale drops many times over.

What to do?

✅ Use auto-responders (but not dry templates — something friendly)

✅ Set a rule — reply within 5 minutes

✅ Connect multi-accounts and integrations so reps see all messages in one place

This is where integrating WhatsApp and Telegram with Bitrix24 comes in. All client messages land in the CRM, reps see them in one interface and can react quickly.

2. Forget “How can I help?”

When the client writes to you, they’re already interested. Your task is to immediately move them into dialogue mode.

❌ Bad:

“Hello! How can I help?”

The client doesn’t know what to say and leaves.

✅ Good:

“Hello! Are you looking at [product name]? Tell us what your requirements are so we can pick the best option?”

The client engages in the conversation.

3. Write concisely, but informatively

Big blocks of text scare clients. People don’t read — they scan.

✅ Use short sentences

✅ Break the text into blocks

✅ Add emoji (but sparingly) to visually highlight what’s important

❌ Example of a bad reply:

“Hello! Our shop offers a huge selection of goods at great prices, delivery is fast and the quality is just great! If you have any questions, we’d be happy to help. Let’s discuss!”

✅ Example of a good reply:

“Hello! 😊 We have [product name] — quality is tested, delivery in 1 day. Here are the 3 best options for you:

1️⃣ [Name + price]

2️⃣ [Name + price]

3️⃣ [Name + price]

Which option suits you?“

4. The right way to present price

Don’t just quote the price — first create value.

❌ Bad:

“This item costs $50.”

✅ Good:

“This item costs $50. 🎁 A [bonus] comes free with it. Delivery in just 1 day!”

If the price is higher than the client expected, use the “breakdown into benefits” trick:

📌 “Yes, the price is $150, but you get:

✔ 2-year warranty

✔ Free setup

✔ Access to a private community”

This way the client understands what they’re paying for.

5. Handling objections

Any client has doubts — that’s normal. Your task isn’t to argue but to help them decide.

❌ “Our prices aren’t inflated, we have great quality!”

✅ “I hear you! Yes, you can find something cheaper, but our product will last longer, and you’ll get an extra warranty.”