“How much for the full package?”
The message landed at 2:14pm. The owner saw it and meant to reply after her meeting. The meeting ran long, then there was traffic on Third Mainland Bridge, then it was dinner. At 9:40pm she typed a careful, thoughtful answer. The customer had paid somebody else at 3:05pm.
Most sales in Nigeria are lost either in the gap between an enquiry arriving and a proper reply, or in the silence after a quote goes out. A competitor’s better offer rarely comes into it.
You don’t need a new marketing channel to fix that. You need the right message ready before you need it, so replying well takes seconds instead of a decision. Below are 21 of them for WhatsApp and email, from the first enquiry through to bringing a lapsed customer back.
Change the wording until it sounds like you. Keep the structure, because each message has one purpose and one clear next step, and that’s what makes it work.
Jump to: Acknowledging a new enquiry · Following up when there’s no reply · Sending a quote or proposal · Handling common objections · After the sale · Bringing customers back · Appointments and bookings
Acknowledging a New Enquiry
Send these within minutes. You’re confirming that a human has the message and telling them when to expect a proper answer. Selling can wait.
Instant acknowledgement (WhatsApp)
Hi [Name], thanks for reaching out to [Business]. I’ve got your message about [topic] and I’ll reply properly by [time today]. If it’s urgent, call [number].
[Your name]
Instant acknowledgement (email)
Subject: Got your enquiry, [Name]
Hi [Name],
Thanks for getting in touch about [topic]. I’ll come back to you with a proper answer by [time/day]. In the meantime, if it helps to share [photos / your budget range / your preferred date], just reply to this email.
[Your name]
[Business] · [Phone]
After-hours acknowledgement
Hi [Name], thanks for your message. We’re closed right now, but I’ll reply first thing tomorrow before [time]. [Optional. Our prices and answers to common questions are at (link)]
When They Go Quiet
Most enquiries that go quiet came from a busy person who forgot. Give them room between messages, and stop after three.
First follow-up (day 2)
Hi [Name], just checking you saw my message about [topic]. Happy to answer any questions, or send [the quote / available dates] if that’s easier.
Second follow-up (day 5)
Hi [Name], I don’t want to chase you, so just one question. Is [topic] still something you’re looking at? A quick yes or no is completely fine.
Final follow-up (day 10)
Hi [Name], I’ll close this off on my side for now so I don’t keep messaging you. If anything changes, just reply here and I’ll pick it straight back up.
Sending the Quote
Say the price plainly. A price wrapped in apologies is an invitation to negotiate.
Quote delivery
Hi [Name], here’s the quote for [service]. It’s [price], and it covers [what’s included]. It holds until [date]. The next step would be [what happens next]. Any questions, I’m here.
Quote follow-up
Hi [Name], have you had a chance to look at the quote? If the price or scope isn’t quite right, tell me what you had in mind and I’ll see what’s possible.
Handling the Three Objections You Hear Every Week
Every objection has a real worry underneath it. Answer the worry.
“It’s too expensive”
Totally understand. Can I ask what you were comparing it with? If budget’s the issue, we could [reduce scope / split into stages / start with X] rather than cutting quality on the whole thing.
“Let me think about it”
Of course. Is there anything specific you’re unsure about? Sometimes it’s one detail, and I’d rather answer it now than leave you guessing.
“I need to ask my partner/boss”
Makes sense. Would it help if I sent a short summary you can forward, with the price, what’s included and the next step? Then they have everything in one place.
After They Pay
Most businesses go silent the moment the money lands. These messages are where repeat business and referrals begin.
Thank you and next steps
Hi [Name], thank you for choosing [Business]. Next, [step 1], then [step 2]. Your point of contact is [name, number]. We’re glad to have you.
Check-in (one week later)
Hi [Name], it’s been a week since [purchase/service]. How is everything? If anything isn’t right, tell me and we’ll sort it.
Review request
Hi [Name], glad [product/service] worked out. Would you be willing to leave a short review? It genuinely helps other people decide. You can leave one here [link]. Thank you.
Referral request
Hi [Name], thanks again. If you know anyone else who might need [service], I’d be grateful for an introduction. I’ll look after them the way we looked after you.
Bringing Customers Back
Send these only to customers who agreed to receive marketing messages.
Reorder reminder
Hi [Name], it’s been about [time] since your last [purchase]. If you’re running low, you can reorder here: [link], or just reply and we’ll arrange it.
Win-back (lapsed customer)
Hi [Name], we haven’t seen you in a while and wanted to check in. Was there anything we could have done better? Honest feedback is welcome, and if you’d like to come back, [offer/next step].
Price increase notice
Hi [Name], a quick heads-up. From [date], [product/service] will be [new price]. Your current rate holds until then, so if you’d like to [order/renew] at the current price, now’s the time.
Appointments and Bookings
A reminder is one of the cheapest ways to cut no-shows.
Booking confirmation
Hi [Name], you’re booked for [service] on [day, date] at [time], at [address/link]. Need to reschedule? Just reply here.
Reminder (day before)
Hi [Name], a reminder of your [service] tomorrow at [time]. See you then. If you can’t make it, reply and we’ll find another time.
Missed appointment
Hi [Name], we missed you today. No problem at all. Would you like to rebook? I have [times] open, if any of those suit you.
Five Habits That Make Them Work
- Fast beats polished. A plain reply in five minutes will outsell a perfect one tomorrow. The speed-to-lead guide explains why so many buyers go with whoever answers first.
- One message, one ask. Put three questions in one message and you’ll usually get none of them answered.
- Always say what happens next, and when. Uncertainty is what makes people drift.
- Stop after three follow-ups. Past that, you’re spending goodwill you may need later.
- Personalise the details and keep the structure. Use their name and their actual request. Save your thinking for the parts that change.
Romeo and Juliet ends in tragedy because one message never got delivered. Most lost sales end the same way, minus the poison. An enquiry that went cold because nobody sent the follow-up.
The Rules That Keep Your Number Alive
Replying to someone who messaged you first is customer service. Sending promotions, win-backs or reorder reminders is marketing, and marketing needs the person’s clear, active opt-in.
On the WhatsApp Business API, you can generally reply freely for a limited window after the customer’s last message. Anything you start outside that window has to use a pre-approved message template, and marketing messages need opt-in. Messaging people who never agreed is one of the fastest ways to get a business number restricted, and rebuilding from a new number is a miserable way to spend a month.
The WhatsApp automation guide covers the setup, and the NDPA guide covers your data protection obligations.
Make Them One Tap Away
The WhatsApp Business app and most email tools let you save templates as quick replies, so load the ones you use most. Then log every enquiry in your CRM with the time of your first reply. Within a month you’ll know your real response time, and very few numbers in your business are worth more.
The Next 2:14pm
Somewhere today, a customer will message you at the worst possible moment. With these saved, your answer takes ten seconds and the sale stays on your side of the table.
If enquiries are still slipping away between the first message and the sale, the free 2-minute diagnostic will show you which of your four walls is weakest. Slow or patchy follow-up usually lands under Convert.
P.S. Spend ₦1M or more a month on marketing and you also qualify for a free 30-minute Leak Check. We’ll reply to your booking quickly. It would be embarrassing otherwise.
The templates are free to use and adapt. WhatsApp platform rules and data protection obligations change, so check Meta’s current WhatsApp Business policies and take qualified advice on your NDPA obligations before sending marketing messages.
This article covers one part of a bigger system. Our guide to digital marketing in Nigeria shows how the four walls fit together, and the order to build them in.
