Opening
What is the purpose of the call opening? (Provide 3 examples)
- Introduce yourself and the company to the customer.
- Build trust and respect. (I'll accept rapport)
- Set the stage for the call. (Set expectations)
What is a transition and why is it important?
A transition is a seamless movement between conversation topics. It keeps the conversation natural and minimises confusion for the customer.
What is discovery?
The process of gathering information from a customer by asking questions and active listening
Name me the 5 question types we discussed during the workshop.
Open-ended
Closed-ended
Confirming Questions
Yes Questions
Command Statements
What are FAB statements?
Statements that highlight the Features, Advantages and Benefits of a product, to that specific customer on the phone
What common objections may customers have on a phone call? (Name 3)
Trust
Budget
Need
Urgency
Authorisation
What are the different types of closing techniques we have discussed during this workshop?
Alternative
Soft
Hard
Needs
Ownership
Summary
What are some of the common mistakes to avoid during the call opening? (Provide 4 examples)
- Lack of enthusiasm
- Lack of call purpose (using words like 'check-in' or 'account review')
- Devaluing the call (using words like 'just' and 'quick call')
- Being distracted
- Asking if 'now is a good time to talk'
Why is transitioning to gain agreement so important?
It ensures that you and the customer are on the same page and that before you start discussing products with them, that you have managed to understand all of their needs.
What is the purpose of discovery?
-To build rapport and trust
-Gather the information needed to create a tailored solution to meet the customers specific needs
What makes a good open question?
Provide an example
-Uses their name
What is a feature?
Provide an example
A factual statement about the product itself. It is 'what it is'
How does active listening impact sales conversations? (Provide 2 examples)
Why is being able to adapt your closing technique important based on your customer?
What do we mean by 'smile while you dial' and why is it so important?
'Smile while you dial' reminds guides to keep a positive attitude whilst making calls. The customer should be able to 'hear' the smile even though they cannot see it. It is important because it improves the tone of your voice and helps to build rapport with the customer.
How can using a "we" statement during a transition help build rapport with the customer?
-Helps build rapport
-Creates a sense of partnership
What is funneling?
The ability to drill down into customers pain points through the use of effective questioning.
What are closed questions, and how can they be used to guide the conversation during a sales call?
Closed questions are questions that can be answered with a simple yes or no, or with a specific piece of information. They are useful for guiding the conversation and obtaining specific information from the customer. However, they can also limit the flow of conversation and prevent the customer from elaborating on their thoughts and needs.
What is an advantage?
Provide an example
An advantage is a description of what a feature does.
How can confidence impact sales conversations? (Provide 3 reasons)
Why is 'no' sometimes an opportunity?
Why is it so important for your call opening to be unique and what can happen if it isn't?
Having a unique call opening helps you to sound human. If it is similar to what the customer has heard before they can quickly lose interest and hang up. On the other hand, a unique call opening can help establish rapport and build trust, meaning the customer will be more likely to engage in conversation with you.
How can you use a transition statement to close the discovery phase and move into the providing a solution stage?
"Based on what you've told me about your needs, I believe our [product/service] would be a great fit for your business. Let me explain why."
"Now that we have a better understanding of your goals and pain points, let me show you how our [product/service] can help you achieve those goals and address those pain points."
"I appreciate you sharing that information with me. Based on what you've said, I think you'll find our [product/service] to be a great solution for your business. Here's why."
"Thank you for sharing that with me. I have a few ideas on how our [product/service] can help you with [specific problem they mentioned]. Let me walk you through them."
When is an appropriate time to transition from the discovery phase of the call, into providing a solution?
-When you have gathered enough information from the customer about their needs and pain points.
What are "yes questions" in sales, and how can they be used to increase customer engagement and commitment during a call?
"Yes questions" are questions designed to elicit a positive response from the customer, usually a "yes." They can be used to build rapport, keep the customer engaged, and lead them to agree to your proposal. By asking questions that the customer is likely to agree with, you can build a sense of agreement and momentum that can lead to a successful close.
What is a benefit?
A benefit is what that feature and advantage does for that specific customer that you have on the phone at that specific time. They are personalised statements.
What methods can guides use to improve their confidence? (Name 3)
-Active listening
-Researching products
-Role play
-Staying positive
-Seeking feedback and learning from mistakes
How do you know when it's the right time to close the sale?
When the customer expresses interest or intent to buy.
When the customer has had all their questions answered.
When the customer has expressed a need for the product or service.
When the customer has shown signs of trust and rapport.
Why is it so important to have a clear purpose to the call?
A clear purpose to the call helps the customer to understand what the call is about, and why they should remain on the call. It also allows the guide to set expectations of what is to come in the call and provides direction for he conversation.
What is a transitional phase that can be used to move from the opening to the discovery phase of the call?
How does using good discovery help to build rapport? (Provide 3 examples)
-Shows the customer you are genuinely interested in their needs.
-Personalises the conversation to them.
-Shows the customer you are invested in finding the best solution for them.
-Establishes trust.
Allows you to learn about the customer and their business.
What are command statements, and what purpose do they serve?
Command statements are direct instructions or requests given to the customer. They can be used to guide the conversation and move it towards the desired outcome.
Do features and advantages ever change?
No
How can you use success stories to instill confidence in a hesitant customer?
Success stories can be used to instill confidence in a hesitant customer by sharing examples of how your product or service has helped similar customers overcome their challenges and achieve their goals. By sharing specific details and outcomes, you can demonstrate your expertise and the value of your solution, which can help build trust and confidence in your customer. Additionally, success stories can help your customer envision themselves using your product or service and experiencing similar positive results.
What are some common mistakes to avoid when closing a sales conversation? (Provide 3 examples)
Avoiding the close altogether
Using pressure tactics or making the customer feel uncomfortable
Focusing only on the features of the product/service and not the benefits
Not actively listening to the customer's objections and concerns
Provide an example of a GREAT call opening.
-Enthusiastic
-Ask for the customers name
-Introduce yourself and GoDaddy
-Provide the reason for the call
-Call disclosure
What are some common mistakes to avoid when using transitions in a call?
-Using a generic or overused transition statement that doesn't relate to the conversation or build rapport with the customer
-Failing to listen actively to the customer and missing opportunities to smoothly transition to the next phase of the call
-Being too abrupt or pushy with the transition, which can create resistance or pushback from the customer
-Forgetting to summarize the information discussed during the discovery phase before transitioning to the solution phase, which can create confusion or misunderstandings
-Using transitions as a script without adapting to the customers unique needs or communication style.
Provide me 3 questions that you would ask a customer to transition from the opening into the discovery phase of the call that are intentional and have purpose.
.....
Why are confirming questions so important in a sales conversation
-Help to avoid assumptions
-Help to clarify things with a customer
What tools and resources do we have available to help us identify the features and advantages of a product? (Provide 4)
-Cheatsheet
-Help articles
-elearnings
-Front of Site
What role does active listening play in building confidence and reducing reluctance during a sales conversation?
Active listening helps to build confidence and reduce reluctance during a sales conversation by showing the customer that you understand their needs and concerns, which in turn helps to establish trust and rapport. It also allows you to address any objections or hesitations they may have, which can lead to a more productive and successful sales conversation.
What should you do if the customer says they need to consult with their business partner before they commit to the purchase?
Acknowledge and respect their decision.
Ask questions to understand their partner's concerns or needs.
Offer to provide additional information or resources to help them make a decision.
Schedule a follow-up call or meeting to discuss their partner's feedback.