Situations 1
The prospect you are talking to mentions they are also talking to Fiix and Limble. Their response is "I want to shop around." How would you respond to this?
Okay ___, I respect that. Just promise me one thing, will you? When you’re done shopping around, call me. And I promise you I’ll make you the best deal out there for what you’re looking for- and I can make that claim with full confidence because I KNOW we’re that competitive.
"I was looking for a free tool."
I totally understand and that’s why we have a freemium app. The free features are extremely powerful and give you access to many of the essential tools you’ll need to streamline your work order process and save time. But just to clarify my understanding, did you want a free app because you don’t have the budget for the more advanced features, or do you just not perform a lot of repetitive work orders or preventative maintenance?
You catch a prospect who is busy. You can hear noises in the background and they thought you were someone else. They simply say "send me info."
How do you respond?
"A lot of times, when people tell me to send them anything, it's just a polite way of wanting to fire me, which is perfectly okay. I've been fired 17 times this week. Do you want to be number 18?"
It won't work for me, already deleted it
Hey, that's ok! A lot of people download our app looking for a specific solution and realize it’s not capable of performing the way they were hoping. As a product specialist, my job is just to make sure that it’s a right fit for your specific needs. If you could please tell me what it was you were hoping it would do, i can tell you in 2 minutes or less whether there’s a feature or workaround for it or if we are just not a right fit for you. Would you do that?
"Call me whenever.
"Would you be opposed to putting something on the calendar? Just so I don't do a disservice and contact you at the wrong time."
"Look I've seen all CMMS systems, and they are just entirely too complicated for our business and I'm worried about adoption."
How could you respond to this?
We were built for people like you. We don’t expect you to be tech experts… that’s our job! We have a great implementation team who will be glad to set you up. All we need from you is your motivation, a screen and an internet connection!
Our user interface is designed for exactly that- people who aren’t super tech literate.
When a prospect says to you
"I haven't had time to look into it
or
I haven't had a chance to play with the app"
How should you respond?
Yes, I can see that right here which is what prompted my call! We’ve spoken with a lot of customers in [their industry type] and found that a quick conversation with one of our product experts saves on average, 4 hours when compared to self-study. If you would tell me why you downloaded our app, I can help jump start your experience and make sure you don’t waste any of your valuable time, how does that sound?
How do you respond?
"Absolutely fine with that. Where would you like to go from here?"
(try to get info to set up a call on their terms)
Send me an email.
- "Sure i'll go ahead and do that, but an email won't be able to answer your questions. If you're serious about wanting to increase productivity and reduce training costs it will take us just two minutes to have a quick discussion and then we'll either be doing business or we won't ok? we can make this quick"
"CALL ME BACK IN JAN / AFTER THE HOLIDAYS"
“After the holidays? (Uptone) If your company is like mine, it won’t be this quiet until next December. This might be a great opportunity to talk about your needs.”
"I can certainly call you back in January, would you be opposed to testing out the app until then? You can get up and running in just a few minutes. That way our conversation can be super productive after the holidays?" - Outbound
OR
"Sure, if I may ask, what will be different in January than today?"
OR
What are some discovery questions to ask?
Oh really? why not? what is it exactly you're not interested in? Is it the app itself or the idea of digitizing your workflow?
Okay, well, can I ask, what pushed you to download the app then?
What do you currently use? And you’re happy with your efficiency?
"I want to use the app before talking to a sales person"
I completely understand, and please know that my job is not to sell you anything but rather to better understand your needs to make sure we’re a good fit for your unique situation. What is it you were trying to solve by downloading our app?
Its 10 days before the holidays in December and the prospect tells you "call me next quarter!"
How do you respond?
a. you say "ok- I'll call you in January"
b. you say "Okay…Happy to. Seems like this might not be a priority for you yet."
c. you ask "next quarter?"
B & C are correct
A can be correct if you actually set up a time on that call.
I don’t like salespeople
Hey, I’m not a salesperson, I’m a problem solver. And let me tell you, we solve problems WELL here, and were specifically tailored for your industry. Give me 2 minutes and you'll be on your way to saving your business time, money and unnecessary accidents.
I ABSOLUTELY want to shop around
Okay ___, I respect that. Just promise me one thing, will you? When you’re done shopping around, call me. And I promise you I’ll make you the best deal out there for what you’re looking for- and I can make that claim with full confidence because I KNOW we’re that competitive.
This person has downloaded MaintainX and keeps telling you "I really need to spend time leveraging the app and seeing how it works."
How would you respond to them?
For sure! I’m guessing that’s because you don’t exactly grasp what we offer/if we fit your needs, right? (Wait for response) Well, it’s your lucky day, because I’m going to have that done in 2 mins right now instead of having you add to your screen time tonight… I know your time is valuable!
Platform seems complicated
I can see why you might feel that way! While we built the app to be easy to use for any size business, some of the more robust features are specifically designed for enterprise level organizations. It's for this reason that we have different pay models, with the essential and premium plans providing all the features needed by small and mid-sized businesses with a cost that will fit YOUR budget. Why don’t you tell me which features you need most and we can see which pricing model would best suit your needs?
"Hey NAME, I need to know the price before we move forward."
How do you respond as an XDR or BDR?
"There's actually a variety of options we have and that's why I called. I want to make sure you can speak with my specialist, NAME, who can go over that for you. You can see basic pricing on our website prior to our call. Does Thursday work for you for a conversation?"
I’m not interested
Okay, well, can I ask, what pushed you to download the app then?
What do you currently use? And you’re happy with your efficiency?
Shortening the lifespan of your assets, more downtime, compliance is at risk
75% of all companies say that completely getting rid of unplanned downtime is their number one priority. Don’t be that 25% that’s gonna stay behind!
MaintainX has an open API- Code is available to connect to anything. Our product expert can 100% look into links with other software.
"we do that in house"
Sounds like you're all set. Would you be open to reviewing what your options are, just to see if there are opportunities beyond what you have now, to avoid overpaying property taxes and insurance premiums? Not for now, but just so you can have this in your back pocket, for the future.
The prospect tells you:
"in order to move forward, I need to talk to my boss and get budget approved."
How do you respond to this?
"I’ve given you a lot of information, and I know you do an outstanding job of passing it along and filling the details. I feel like I should take some of that burden off you. When can we get the others in on a meeting to clarify this for everyone?"
Can't get my Boss to buy in.
I can imagine it’s frustrating when you want to make some changes and everyone else isn’t on board. From what I hear, though, your boss/employees value your opinion. So let's see how we can get their attention with what you’ve learned. When do you think we can get them into a meeting together to have a discussion with one of our product experts?
The prospect you call tells you "we have a vendor" on the phone. What are some things you can ask next?
"I'm sorry, tell me more about your vendor relationships"
"sounds like you are happy with them. Hows that working out for you?"
"
"Would it be a crazy idea to see if this can compliment what you have in terms of getting you more results when your current vendor is unable to, or in addition to, your current vendor? Not for now, but just so you can see what your options are, for the future. Is that something you'd be open to chatting about some time?"
Too complicated, I don’t like CMMS
We were built for people like you. We don’t expect you to be tech experts… that’s our job! We have a great implementation team who will be glad to set you up. All we need from you is your motivation, a screen and an internet connection!
We don't have budget.
"That's okay. Most of the time when I reach out, people don't have budgets."
"Would it be a crazy idea ... would it be ridiculous for us to see if there's even a business case that can be made for what we're proposing?
“I'm kind of getting the sense that this might not even be a priority right now, which is perfectly okay, given everything on your plate."