The right language on WhatsApp to sell more

What is the right language on WhatsApp to sell more and serve more efficiently? How to actually intend what your customer will understand based on what you are saying using Emotions through WhatsApp messages?

All of our communication is based on emotions, and the content itself accounts for less than half of that communication.

For this reason, today's text will be about the right way to express yourself to convey what you want to transmit both in written text, spoken text, or in a video call on WhatsApp.

You CAN'T control your emotions when you make facial micro-expressions, nor can you control your brain's emotional impulse, but YOU CAN Intending like the other Do you notice your emotions through your gestures, tone of voice and, when written on WhatsApp, through the selection of words (and emojis 😉😜).

Therefore, we are going to divide this text into three parts and each of them is a form of language that you can use on WhatsApp:

1. persuasive writing for messages written on WhatsApp;
2. tone of voice and intonation in audios;
3. non-verbal language in video calls.

So, to begin with, let's follow the same order as the normal flow of a call.

Normally, the first contact is made via text, until you get authorization to talk via audio (don't miss this opportunity) and, finally, the video call to finalize the sale or resolve a support issue.

Persuasive Text for WhatsApp

The art of writing persuasive texts that intentionally work on language is called copywriting. It is a form of language construction that has the power to influence people, making communication clearer.

Is this done to manipulate the reader?

Not at all!

This serves to make the message easier to understand.

So how to use it in practice?

We are emotional beings, as you have seen On FBI sales techniques, therefore, to talk about understanding a support service or a sale through WhatsApp, we must use one of the 27 emotions to understand the problem, formulate it to demonstrate that you understood what the customer would like and confirm with them and, finally, move on to the resolution or to close the sale.

You're already going to learn how to do this, but first you need to know what the 27 emotions are:

• Fun;
• Anxiety;
• Strangeness;
• Desire;
• Excitement;
• Fear;
• Fear;
• Horror;
• Boredom;
• Calm;
• Empathy;
• Doubt;
• Disgust;
• Enchantment;
• Homesickness;
• Satisfaction;
• Worship;
• Admiration;
• Visual appreciation;
• Envy;
• Romance;
• Sadness;
• Surprise;
• Sympathy;
• Triumph;
• Interest;
• Joy.

Notice that in the list of emotions there are two ways to highlight: underlined and in bold. In bold the main emotions worked on in a sale are highlighted, while the predominant emotions in support were highlighted. And there are common feelings for both forms of communication on WhatsApp: empathy, satisfaction, and sympathy.

By the way, I suggest that you print this page to have these emotions as a reference for future visits.

Knowing this, we can go to another fact: our mind uses shortcuts to save energy in communication and this is more easily accessed by emotions.

And how can those emotions be accessed through shortcuts?

These shortcuts are activated by Mental triggers.

Therefore, they are external stimuli that work to get someone off autopilot and that are based on psychology based on social and emotional analysis.

So let's see some examples in practice:

Admiração

Have you ever seen a story of an exciting brand, such as that of the cuddly grandpa, Nonno Vittorio, from Dilleto (ice cream brand) and fell in love with the story of perseverance and history involved to make real premium ice cream?

This generates admiration in people.

But beware, these stories, even if romanticized, must be true! The one I just exemplified was processed by Conar, because there is no Nonno Vittorio, he is a fictitious character.

Looking well everyone has an exciting and impactful story to tell, they just need the right way to tell.

Anxiety

People hate to lose something. Therefore, show (don't simply say) what your customer or future customer could lose if they don't take the step by step or purchase your product.

For example, if a Pink prospect does not subscribe to the tool, they will continue with the company's disorganized communication, with rework, dissatisfied employees, and without autonomy to make decisions because they have no visibility.

Do you understand what it's like to show?

Medo

This is an emotion that you should use, but be very careful with the way you speak or write, because if it is not well executed it will sound like a threat. That's the thrill of acting with instinct or impulse.

An example of this, which you are probably familiar with, are advertisements for life insurance or funeral assistance.

They deal with fear of death, the fear that the clients' families will be left helpless.

And this is a purchase made out of fear, which will probably lead to regret and thus a cancellation of a subscription plan or the return of a product in the short term. So, it's NOT a sustainable practice.

Now that you know what emotions are, let's think in a practical way...

Let's say you have an accounting office and your client sends the following message:

“I have a problem. I'm super unhappy with you. There's not an ounce of professionalism! I almost lost my CNPJ because you didn't tell me that I could pay the fine due to the IRS in installments!”

And your attendant, knowing the right emotions she needs to use, calm, sympathy, and satisfaction, says:

“Hi, Ana! I completely understand your frustration and I apologize for what happened. We fired an email last month on the subject, but that probably wasn't the best channel for our communication. But regarding your installment payment request, there is still time, because the deadline ends tomorrow. Can I send you the audio walkthrough?”

Ana — Please.

[Audio transcript from the attendant] Perfect Ana, let's go! You will access the PGMEI website and I will send the link here in our conversation. And it will click on the “without digital key” part. Oh, there's an important detail: this procedure can only be done during business hours. So I recommend that you do it now.

Link: https://pgmei.gov.br/parcelamentocnpj

Attendant — Ana, if you have any problems with this process, just send me a message, and we'll make a video call to do the whole process together, okay?

Ana — Thank you!

Attendant — Imagine! It's a pleasure to help! Can I help you with anything else?

Ana — Not for now, thank you. Anything, I'll call.

Attendant — No problem, Ana! Good morning!

See what happened?

The attendant understood the feeling that the client was feeling at the time and, through a calm and empathetic text, presented a solution.

But something else was also important for the communication process: The tone of voice in audio communication on WhatsApp. And we're going to talk about that, but first we need to talk only about the last point of persuasive written language: Words of Power.

What are Words of Power?

These are powerful discourse words that increase your argumentative power and end up influencing people, and it is proven through research that the use of them increases conversions significantly (12.7%) in the event of a sale.

• Bargain
• Before
• better
• Grande
• Bilhão
• Bonança
• Prosperity
• Bonus
• Dinheiro
• Cheap
• Deadline
• Discount
• Dollar
• Reais (specifically in Brazil)
• Don't miss it
• Dobro
• Economical
• Exclusive
• Expires
• detonate
• Extra
• swift
• Celebration
• Final
• First
• Present
• Donate
• The best
• Guilt-free
• Pressa
• Cheap
• straightaway
• Last chance
• bounded
• Deluxe
• Remarked
• Monetize
• Dinheiro
• plus
• Chicken that lays the golden eggs
• Never again
• new
• Agora
• Don't pay anything
• Discount on the premiere
• Premium
• Profit
• Quadruple
• swift
• Reduced
• rich
• depleting
• Sale ends soon
• Salve
• Savings
• Six digits
• rocket
• Going up
• special
• treasure
• triple
• Final
• Value
• While it lasts
• Huge
• because

These words can be used in the medium of communication to give due weight to communication, to give a strong justification. But the ideal is that you make your best selection of power words for your speech, you don't have to stick to those words that we gave here as an example.

Again, I suggest that you print this page to have these words of power as a reference for future visits.

But back to Tom...

You probably listen to music all the time, even if you're not tuned into a music app or music app. The song is in a grocery store jingle.

And the music is composed of notes that have tones, that is, different heights than the notes that our ear can perceive, so a “ré” is more serious than a “fa” and the same happens in our voice both when we sing and when speaking.

So, as we saw in the previous blog post, in both sales and support communication, there are 2 recommended tones:

Softer, deeper tone

This is a deeper tone, when you need your interlocutor to understand, and this tone is usually accompanied by a slower, calmer pace. A good comparison is that of a radio announcer's meditation apps.

A lower tone gives an idea of relaxation and helps in understanding what you're talking about.

Happiness in the voice

Have you spoken to someone happy? Here I am talking about someone who is genuinely happy, for example, a friend who is very happy after a marriage (or divorce, who knows...) and hears a smile in their voice?

So this is the tone you should use when you want to excite, cheer up, generate desire in your client. It's a brilliant tone of voice, it's a tone of voice that shows the brilliance in the eyes of the speaker.

Just don't confuse a cheerful tone with a sharp tone. When your voice is sharp, it's as if you're tensioning a string that squeezes your client.

Instead of relaxing you, he will want to run away from you. This is a friendly tone, which even if you make a statement, will sound like a question and stimulate conversation.

In general, speaking from voice, in a conversation, the ideal is that your tone should not be flat, that is, that you vary between the speaker tone and the happy tone to add dynamism as needed.

The ideal is to think of a song that has deeper and sharper parts and, even without lyrics, transmits feeling. And that goes for both WhatsApp audio and in-app voice calls.

But when we talk about video calling, we must use the two previous competencies: choice of words, emotions, words of power combined with tone of voice, such as One more point, the establishment of Body language.

And that's the most complex form of communication: the video call, because your time to think is short, since it's a live action. Therefore, you need to be very prepared, since you need to listen to what your client's gestures say in a non-verbal way.

So, body language can be a powerful ally for your video call because it's scientifically proven that 93% of our communication happens non-verbally. So in this case, the form is more important than the content itself, in a video call.

Before we dive into the subject of body language, there's one point we need to remember. For customer service at a Disney quality standard or to make a sale as a risk trader, it is necessary. empathy and emotional connections. So, if your interlocutor is overexcited get overexcited too, if he leaves the video call camera open, leave your camera open too! Having mirroring attitudes brings us closer.

But back to body language...

How can you provide assurance that you are an authority and are well aware of the product you are selling or supporting?

There are some points that seem subtle but give the idea of authority:

Be careful with the height of the webcam

You need to position yourself with your chin at 90 degrees for the person watching you, that is, the camera's eye. A look from above, when the camera is too low, gives an idea of superiority and arrogance. A glance from below, when the camera is far above the eyes, gives off an air of fragility, childishness, and unpreparedness.

For this reason, leaving the camera at 90º is the best option because you are looking at your interlocutor's eye level, demonstrating that you are prepared to answer any question, if necessary.

The same is true with posture. Keep your shoulders in place, so you can extend your wingspan and show confidence. On the contrary, when you have a bent spine and closed arms, you show fear, an image that is completely opposite to what you need to convey, which is safety, comfort, and reliability.

I'm going to leave here a list of body language based on our body positions and gestures:

Aggressive — body tilted forward; pointing with the finger; clenched fists.

Anxious — running position: legs spread open, feet under the chair, body tilted slightly forward.

Atento — arms behind the body; smiling.

Evaluator — place the pencil in the mouth, the tip of the pen, the art of the glasses, stroking the chin, the eyes that sweep the environment, legs crossed in position 4 (ankle over the knee).

Good listener — head tilted, eye contact; nodding.

Defensive — feet pointed inward; hands closed.

“Let me talk!” — tapping your fingers on the table; tapping your feet; staring.

Engaged — body tilted slightly forward; chest open; arms and hands open.

Lying — hands in front of the mouth; move your ear; eyes to the floor; tilt your head down looking at the floor and to the left;

Ready to agree — closing the papers, pen lowered, Palms of the hand dessert.

Provocative— hand on the waist, frown showing displeasure.

“I want to leave!” — feet pointing at the door; looking back and forth; buttoning clothes.

Rejecting — moving the body away; arms crossed; legs crossed; looking at the floor.

Do you see how harmless things can seem totally different from the message you want to send?

So there are some languages that are right for WhatsApp in text, audio, and video.

Based on the written form, it is possible to intend what others will read through persuasive and intentional words and stories, which are the easiest ways to understand a fact, since they work as an example.

On the other hand, in audio, the message is important but the right tone of voice is decisive. And it has the power to calm or agitate someone.

In addition, the voice acts as a thermometer of empathy and sympathy for the interlocutor.

Finally, in video calls, body language corresponds to most communication, and the way in which you behave can facilitate or hinder communication on WhatsApp for both sales and support.