Questions that are really purchases.
WHAT ARRIVES IN SUPPORT
Pre-sales questions Upgrade enquiries Comparisons with competitors Requests for capability you sell
WHAT TO DO
Answer helpfully, and route where appropriate.
WHAT NOT TO DO
Treat every question as an opportunity to sell.
WHY
It destroys trust in support, which is its main asset.
WHAT TO ESTABLISH
When mentioning a paid option is appropriate.
WHAT THE TEST IS
Whether it genuinely solves their problem.
WHAT TO SAY WHEN A HIGHER PLAN WOULD HELP
That it would, and why, without pressure.
WHAT TO DO WHEN IT WOULD NOT
Say so.
WHY THAT BUILDS MORE REVENUE THAN SELLING
Customers return to people who tell them the truth.
WHAT TO DO ABOUT PRE-SALES QUESTIONS
Answer them properly.
WHY
They are frequently the fastest route to a customer.
WHAT TO PROVIDE SALES
What customers actually ask before buying.
WHY
It improves the site and the material.
WHAT TO FEED BACK
Promises made in sales that support cannot meet.
WHY THAT MATTERS
It is a leading cause of early cancellation.
WHAT TO MEASURE
How many pre-sales questions convert.
