Systems
what is the core principle
Everyone is closable
"I’m too busy"
“Cool, that’s exactly why I’m here. They sent us out to try to accommodate the busy schedules of small businesses and let them know we just upgraded our network… Who do you use for your cell phones? ATT OR TMOBILE
"I need to talk to ____ before going through any numbers "
“That’s exactly why I’m here! Once I go through the numbers I’ll see what you guys qualify for and then you can notify ____. If you guys don’t qualify for anything, I’ll also let you know. ”
" I need to speak with someone first"
step 1
1. Prevent during pain buckets
" I need to think about it, can you come back?"
Step 2
2. Use all impulse factors
What kind of yes do we want from likes/dislikes and value statement?
Enthusiastic
"I’m not interested"
“I get it, cell phones aren’t very interesting, which is why they have ME talking about them to make it more interesting… Who do you use for your cell phone?” ATT OR TMOBILE
"I don’t have time to go through this right now"
“That’s exactly why I’m here! Our department is trained to work while you work unlike the store or calling someone. Get back to what you’re doing and I’ll see what you guys qualify for. If you guys don’t qualify for anything, I’ll also let you know.”
"I need to speak with someone first "
Step 2
2. Elimante option zero
" I need to think about it, can you come back? "
Step 3
3. Draw out comparison boxes to dumb it down.
What is difference between deflection and objection and how you address them?
Deflection is a speed bump. Objection is a roadblock.
Deflection - AIR
Objection - Must Address
"I’m happy with my provider"
“Great, I LOVE talking to happy people… high five for happiness. Who are you using for your cell phone?”
Why are customers usually saying they need more time after the presentation?
They don't trust you enough yet.
"I need to speak with someone first"
Step 3
3. Ask concerns
" I need to think about it, can you come back? "
Give an example of reframing with parameters after chart
“If AT&T (hypothetical current carrier) called you right now and told you ‘Hey, we’re going to send you new phones, and drop your monthly bill by 30%, what would you tell them????”
Name one thing that helps build trust besides rapport.
SEE factors, mirror matching, sitting down, smooth transitions, making the now/new exciting.
"I had Verizon before and wasn’t happy"
"Really? We have less than 1% of our customers leave so this is very rare that I hear this…please tell me what happened so I can see how we can rectify and earn your business back.”
What is the response structure?
Reassure: Positive response and explain the process clearly and reduce fear.
Reclose: Ask them which option works best for their business. Eliminate the option of zero.
Disengage: Break eye contact, assume the sale, allow silence.
"I need to speak with someone first"
Step 4
4. Reach Out
" I need to think about it, can you come back? "
Step 4
4. Fear of loss with love (priority reloop)
Briefly define mirroring and labeling your customer?
Mirroring: Matching your customer's energy, tone, and communication style to build trust.
Labeling: Putting their feelings or concerns into words so they feel understood.
"We don’t accept solicitors"
“This is just a courtesy visit because I was following up with a client in the area and figured I’d just pop my head in and introduce myself. We just upgraded the network and introduced some new cool phones so I wanted to make sure you guys know who the local Verizon rep is for the quarter… who do you use for your cell phone?” ATT or TMOBILE
Name three items from the Trust Checklist
"I need to think about it, can you come back?"
step 1
1.Compliment them and use logic
What is the Hail Mary close?
“What does VERIZON have to do to be able to earn your business today?”