WhatsApp sales process · Sales
The deal lives in a salesperson's personal WhatsApp and leaves when he does.
WhatsApp marketing and automation covers broadcasts, templates and the first automatic reply. This page is what happens afterwards, when a real deal is being worked in a chat window by a person. Nothing here runs on its own.
Scope, fee, reporting and term are agreed in writing after we have read your brief and spoken to you.
In one paragraph
A WhatsApp sales process is the written method your team follows on a deal: who owns the chat, what is asked first, and how the quotation goes out. GullySales writes that method for your trade, moves the chats onto a company number, and gets what matters into the CRM.
Most owners have never written this down. The salesperson decides when to reply, what to quote, whether to send a photograph of the rate list, and how many times to nudge before giving up. So one person closes and another does not, and nobody can say why.
The bigger risk is the number itself. When chats sit on a salesperson's own phone, the customer's history, the site photographs and the rate discussed all resign along with him.
Who it is for
This is written for you if these sound familiar.
- Builders, interior firms and modular kitchen companies where the whole deal runs in a chat
- Dealers sending rate lists and stock photographs to twenty retailers a day
- Travel agents and wedding planners handling three decision-makers in one group
- Showrooms where the enquiry arrives from an advertisement and never leaves the phone
- Owners who cannot see a deal without asking the salesperson to forward the chat
- A team whose salespeople each use a personal number for company customers
Not for
It is not the right fit if.
- Sales that need a signed contract, a purchase order or a compliance record, which have to leave the chat at some point
- Businesses selling to procurement teams who work on email and will not reply on WhatsApp
- Owners who want the conversation automated end to end, because a deal with a price in it needs a person
The problem
Does this sound like your business?
What owners tell us on the first call, in their words.
“We do not know what was promised to the customer”
The discount, the delivery date and the free installation were agreed in a chat nobody else can open. The argument arrives three weeks later.
“Every enquiry gets a different first reply”
One salesperson sends a rate straight away, another asks four questions, a third forwards a catalogue at midnight. The customer compares you with whoever answered better.
“Follow-up stops after the second unanswered message”
A buyer who said will let you know is never contacted again. The deal is marked lost without anybody deciding to lose it.
“The quotation is a photograph of a price list”
It cannot be searched, it shows rates meant for somebody else, and it circulates in the customer's own group for the next year.
What we do
Everything that is included.
Each deliverable, and what it gets you. Nothing here is an extra.
The chat ownership rule
Which number a customer may be spoken to from, who answers it, and what happens to the history the day that person leaves.
A first reply written for your trade
The opening message, the three things you must know before quoting, and how to answer what is the rate without ending the conversation there.
Quotation format for a phone screen
A one-screen quotation a customer can read standing in a lift: the price, what is included, what is not, and the date it expires.
The follow-up ladder
How many follow-ups, on which days, and a different message each time, so the fourth is not the third one sent again.
The point where typing stops working
When a chat is costing you the deal, and the line your salesperson uses to ask for five minutes on the phone instead.
Group chat handling
What to do when the buyer adds a husband, a father and a contractor to the group, including what should never be typed in front of all three.
What gets copied into the CRM
The fields that must leave the chat and reach the record: budget, site, decision date, next action and the rate quoted.
Roleplay and a fortnight of shadowing
Your team practises the first reply and the price question with us. Then we read real chats and correct them by name.
How the result is measured
- Enquiries answered inside the agreed reply time
- Chats on a company number against personal numbers
- Quotations sent in the agreed format
- Follow-ups completed against the ladder
- Deals with budget, site and decision date recorded
- Conversion from WhatsApp enquiry to order
Recorded as a baseline before work starts, so every later report has an honest comparison.
How it works
How the WhatsApp sales process work runs
The work itself, in order. How an engagement starts, from your brief to a written scope, is set out on our method page.
- 1
Read a month of real chats
With the owner's permission we go through actual conversations, won and lost. The pattern in the lost ones is visible inside an hour.
- 2
Write the method down
First reply, qualifying questions, quotation format, follow-up ladder and the move to a call, written for what you sell and at your price points.
- 3
Move the number
Customer conversations shift to a company number the business controls, with the handover planned so nothing already in flight is dropped.
- 4
Train on the awkward parts
A session with the salespeople on the rate question, the buyer who goes silent, and the group with three opinions in it.
- 5
Shadow and correct
For two weeks we read live chats and give each person notes on their own conversations rather than on a general rule.
- 6
Check the record against the chat
Deals in the CRM are compared with what the chats actually say, and the gap is closed before anyone reports it as a pipeline.
Before you hire anyone
Do this first yourself.
If your sales already happen on WhatsApp, they are probably scattered across phones.
- Ask each salesperson how many customer chats are on their personal phone and not on a company number.
- Pick five chats and see how many ended with a clear next step.
- Check whether anyone besides the salesperson can see a customer's chat history.
- Write down which messages your team sends again and again, such as price lists and brochures.
Judge any provider
What to ask any provider of this service.
Useful whoever you choose, including us.
- How will customer chats be kept if a salesperson leaves?
- What do you suggest for sending prices and quotations over WhatsApp?
- Will my team use the same app they know, or a new one?
- How will chats be linked to my CRM or enquiry list?
- What rules will you set on when and how much staff may message a customer?
Where this fits
Three pieces of sales work, in this order.
This work sits inside sales process design, at stage 2, qualification. The audit comes before it, and sales management keeps it running.
Step 1
Sales audit
Find where deals are being lost and what to fix first.
Start here if you cannot say where orders are lost.
Step 2 · you are here
Sales process design
One written way to sell, from first enquiry to repeat order.
Start here if every salesperson sells differently.
Step 3
Sales management
A target, a review routine and someone who owns the number.
Start here if the team has targets and no routine.
FAQ
Questions owners ask before they call.
Not here? More answers, or ask on WhatsApp.
Our salespeople use their own numbers. Is that a problem?
Will you automate the replies?
Customers ask the rate in the first message. What do we send?
How do we keep a record of what was agreed?
Do we need the WhatsApp Business API for this?
How much does it cost?
How long is the contract?
How soon will we see results?
Who will actually do the work?
What do you need from us?
By industry
WhatsApp sales process, written for your industry.
Related services
Often bought with this, or instead of it.
Learn the method
The teaching pages behind this work. Read them to judge the work, or to do the parts you want to do yourself.
Read before you buy
- Quoting steel and sponge-iron buyers when the rate moves dailyA steel or sponge-iron quote on WhatsApp should carry quantity, grade, rate basis and the exact time the rate holds, in one message the buyer can accept with one word. Here is the template.
- Marathi for dealers and English for Mumbai buyers: setting the reply language by enquiryHow a Maharashtra business that sells to Marathi-speaking dealers and English-speaking Mumbai buyers marks each enquiry's language when it arrives, saves it on the contact and sends it to the right person.
- Reaching the Goan relative abroad who pays for the wedding or the houseWhen a Goan wedding or house is paid for from Dubai, London or a ship, the payer decides from far away. Send prices, progress and references as messages that still make sense when forwarded.
Your next practical step
Tell us what you are trying to grow, and we will read it before we call.
Eight short steps, mostly taps. Skip anything you would rather answer on the call.