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What is Internetiquette: Proper Internet Communication & Online Etiquette for the Sales Professionals

Updated on June 18, 2012
jpcmc profile image

I'm a dad, husband, and Christian first. The rest is just life's add-ons: an educator, administrator, learning & development professional.

Do you use the Internet to make a sale?
Do you use the Internet to make a sale? | Source

When was the last time you logged on just to know what products are available on the net? Also, when was the last time you talked to a sales representative over the net? Without question, the Internet has changed the way we do business.

According to InSites Consulting, as much as 70% of people who use the Internet use social networks. This is significant especially to sales professionals as social networks have become the new arena for sales strategies. In fact, in the same report, InSites said that 61% of networker users are willing to give their feedback on different brands. Likewise, 42% of online consumers actually talk directly to the brand manufacturers. These statistics are very important as it underscores the role of social network in the sales industry.

Although the strategies have changed, selling remains to be the same – providing clients’ with products and services. With online sales, internetiquette

Is your Internet sales going down?
Is your Internet sales going down? | Source

Respect for diversity

The wider reach of business through the Internet allows interactions between different cultures, belief and values. Because of this, what may be appropriate for you may not be for someone else. So it is important that you communicate with respect. This means avoiding unnecessary remarks or comments. Moreover, racial, religious or some other touchy subject can be seen offensive.

Immediate response

Sales, marketing and advertising have found their way into social networks. In a study done by Wildfire Apps, 75% of their 700 respondents plan to increase their spending on social networks. The reasons are twofold. First the Internet increases their brand awareness and second, they get direct contact with their customers.

In spite of the use of social networking sites to advertise and communicate with customers, only 15% of customers who have commented negatively on brands were contacted by the company!

Although the reason may vary from reading the negative comment late to lack of personnel to attend to customer feedback, immediate response must be given. Customers want immediate feedback – who doesn't?

Spam me not

No one wants to find unsolicited information in their mail (or e-mails). But it’s so easy to simply cut and paste e-mail addresses and click the send button. Coupled with a poorly written e-mail content or pathetically proofread write up, you efforts are seen more as a nuisance than help.

Spamming can be seen not just in emails, but also in forums, article and blog comments and in most other communication platforms.

So before you press Ctrl +C then Crtl +V for all the email address you have, be kind enough to restrain yourself.

Personal touch

Even though the Internet has brought ends of the world closer, it is by no means a reason to fail to add some personal touch. Personal touch offers clients a sense of importance. Likewise, it helps create a more personal relationship with the clients. Although you are simply reading an inanimate email or an update, it still feels better if the sales person or the company connects with the client.

Are you spamming your way into social networks?
Are you spamming your way into social networks? | Source

Useful information please!

Another pivotal internetiquette reminder is to provide useful information. Customers want info that they can use. Relevant and updated information will help customers decide better.

Have you received teasers that link to different landing pages. When you do click the link, you are taken to a site that is totally different from what you expect. So don’t be surprised when people think you are simply spreading online viruses or malicious content when you do this.

The truth is, customers are afraid to click on links for fear of malicious content. So provide information that no longer requires too much clicking and redirecting. The farther away a client is from useful and meaningful information; the farther you are from getting the sale!

Internetiquette is more than just Internet etiquette for sales professionals. It’s a professional commitment to do business properly over the Internet. With right manners and proper conduct, the Internet can’t be a treasure cove of prospects and potential sales.

Have you experienced lack of internetiquette from a sales representative?

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    • jpcmc profile image

      JP Carlos 5 years ago from Quezon CIty, Phlippines

      I understand howyou feel Lisa. A research I read said that only 15% of companies responded to complaints raised through electronic/online platforms. This is sad.

    • profile image

      Lisa 5 years ago

      I already gave up on one of mu customer complaints I filed online. It's almost a month now and I have not received any replies. Such poor customer service!

    • jpcmc profile image

      JP Carlos 5 years ago from Quezon CIty, Phlippines

      Hi brackenb. I ope more sales professionals have the same basic customer service sense that you have. Thank you for sharing your insights on the subject.

    • brackenb profile image

      brackenb 5 years ago

      I found this hub very useful and informstive. i always try to respond personally to all enquiries and queries. Even if I have to research the information required, I let the person know I'm doing just that. I see it as good manners and basic customer service.