Pre-sales chat: twelve replies that move buyers forward

Pre-sales questions are different from support questions. The person hasn’t bought yet; they’re deciding. A good reply answers the question and removes the next doubt.

Here are twelve replies you can adapt and save as canned replies. Type / in the inbox to use them.

Pricing and plans

1. “Which plan do I need?”

Tell me roughly how many people will use it and what matters most to you, and I’ll point you to the right plan. Most teams your size start on the middle one.

2. “Is there a discount?”

We don’t run constant discounts, but paying yearly saves a fair bit compared with monthly. Want me to show you the difference for your plan?

3. “Is it worth the price compared with X?”

Fair question. The biggest difference for most customers is [one concrete thing]. If that matters to you, it’s usually worth it — if not, I’ll tell you honestly.

Products and sizing

4. “Which size should I get?”

Happy to help! What size do you usually wear, and do you prefer a relaxed or fitted feel? This one runs slightly small.

5. “Will it work with my setup?”

Tell me what you’re using now and I’ll check compatibility for you.

6. “What’s the difference between these two?”

The short version: A is better for [use case], B for [use case]. Which sounds more like you?

Shipping and delivery

7. “When will it arrive?”

If you order today, it ships tomorrow and usually arrives in 2–4 business days. Tell me your postcode and I’ll give you a closer estimate.

8. “Do you ship to my country?”

We do! Delivery to [country] takes [x] days, and shipping is [cost]. No customs fees on orders from our EU warehouse.

Hesitation

9. “I’ll think about it.”

Of course. Is there anything specific you’re unsure about? Sometimes it’s one small detail I can clear up now.

10. “What if I don’t like it?”

You can return it within 30 days for a full refund — start it from your order page and we’ll send a free label.

11. “Is checkout secure?”

Yes — payments are handled by [provider], and we never see your full card details. Please don’t share card numbers in chat.

Closing

12. After helping

Glad I could help! If anything else comes up while you order, I’m right here.

Make them yours

• Replace the brackets with your real details — specifics are what make these work.
• Keep a personal and a site-wide version where tone differs.
• Review usage counts every few months and drop the ones nobody sends.

More templates for welcomes, offline messages and hand-offs are in the reply templates library.

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