Objections, value call handling
True or False
When building value is always good to deliver as much value as we can at once?
False
True or False
When building value it is recommended to say it as simple as possible. If we can just state it directly as
We are professionals!
False.
Value needs to drive attention to the service and build up impulse factors.
True or False
When you are selling we must look forward to build up a long term relationship with a customer?
True.
True or False.
Value only needs to be deliver only at the start of the call to cause a great impression.
False, value has to be built throughout the whole interaction
True or False
Knowing about the company and the product are not important to sale the product
False
How do you get call control if you are facing a talkative customer?
Don't extend on side conversations
Drive the attention back to the estimate
Remember the power of calling customer's name as follows
Hey! Customer name and follow up with a compliment or process question.
What is the most important trait for a sales representative besides "Confidence".
Sales representatives know how and when to ask questions
True or False
Are the following script examples good closing statements:
Book now otherwise you will miss out your spot.
Would you like to get your cleaning next week?
We must avoid being to straight forward and we need to close with a better approach, as well we need to prevent hesitation wording to don't give customers options:
I will get you our soonest availability to start our services do you prefer morning or afternoon to start?
Let's go ahead and schedule your first cleaning, I have availability for.....
What is the intention of the following statements?
I'm sorry to hear that, but we are here to make your life easier.
I understand you are busy like the rest of us, and the last thing you want to do is clean a dirty toilet over the weekend.
Build Rapport or invite conversation
What questions can you ask if the customer tells you:
I need to think about it
Imagine you are selling our cleaning services.
Is anything about the quote you did not like?
Did I miss out anything?
Deliver a value for a cleaning service
What is a good value point for a customer who is always busy?
Saving time
Spend time with relatives or doing something they enjoy
Keep your home well maintained
A customer is in a rush and keeps complaining about how slow you are speaking and the many questions you ask!
What aspect of the sales process was not accomplished here?
Mirroring the customer
You need to match the pace of your pitch based on the customer you are handling
True or false
With all of our customers we must keep a very formal and professional conversational style.
False, you must keep a casual conversation
Persuade the customer to complete the process with you:
Customer does not want to spend 5 -10 minutes and is asking to get the quote now!
I understand you need your quote as the cleaning service is an urgent need, so I will go as quickly as I can to get your quote done.
Apply empathy
Customer expressed dissatisfaction with other cleaning companies
I'm sorry to hear that and I understand that getting back to your home to find an incomplete service is not pleasant, but Here at Maidpro, we will do our best to guarantee the quality of our services as we based our cleanings in the 49 point checklist.
While selling a cleaning service and you are about to close the sale customer says
I don't feel comfortable at letting someone in my home when I'm not around.
Close the sale!
If a customer is shy and always replies with one liners or refuses to share information.
What should you do during this call?
Build trust by doing the following:
Keep an understanding and willing to help tone of voice
Avoid cornering/pushing too much for information
Invite conversation or deliver a small joke
All of our interactions need to go straight to the point, making sure that we build value along the lines to make it sound like a quick and nice transaction.
False, we must avoid sounding robotic or just make the call a transaction.
What can you do to drive the sense of urgency on the following scenario:
I just want to get a quote but I wont schedule the service today.
Respond with empathy
I'm recovering from an injury and I can't take care of the cleaning myself.
I understand is challenging to keep up with the chores when you are recovering, I recall last time I got sick I wish my family was around, so let Maidpro make your day better and help while you recover.
Apply LERC
I'm not ready to schedule today
I get it, usually I do the same too as I try to make the best decision but here at Maidpro but today I have the availability to schedule your first cleaning and we will guarantee the quality of it with our professional cleaners, so let's go ahead and schedule your first cleaning.
Feel Felt Found
Customer explained that they want to spend more time with their family.
Objection:
The price is too high
I get it, my previous customer felt just like you as he could not invest time with his children, but what we did is customize the quote and got a recurring service to better fit their budget, so let's focus our cleaning to the high traffic areas.
Feel Felt Found
Yeah, that is a great quote but I need to speak with my spouse.
I usually do the same myself, but since you know your spouse better than me what questions do you think she is going to have, so you can take an informed decision.
I'm just shopping around so send me the quote over.
I get it you want to get the best choice, but let me tell you that we are the best cleaning service in the market and we only send bonded and insure professionals to take care of your home, as we care about your safety and comfort. So lets go ahead and schedule your first cleaning as we have limited availability.