The Inner Game
These three elements make up the Sandler Success Triangle.
What are Attitude, Behavior, and Technique (BAT)?
This Sandler tool establishes mutual expectations before a sales conversation begins.
What is an Up-Front Contract?
In Sandler, this term describes the prospect's compelling reason to make a change or solve a problem.
What is Pain?
This Sandler step establishes whether the prospect has the financial resources and willingness to invest in solving their problem.
What is Investment (Budget)?
This Sandler step identifies how, when, and by whom a buying decision will be made.
What is the Decision-Making Process?
This Sandler technique responds to a prospect's question with an appropriate question to uncover the reason behind it.
What is Reversing?
This Sandler concept reminds us that our performance in a role does not determine our value as a person.
What is Identity/Role (I/R)?
Purpose, Time, Prospect's Agenda, Salesperson's Agenda, and Outcome are key components of this tool.
What is an Up-Front Contract?
This Sandler questioning tool helps move a conversation beyond surface-level problems toward deeper understanding.
What is the Pain Funnel?
Before discussing the price of your solution, Sandler encourages salespeople to understand this financial consequence of the prospect's problem.
What is the cost or financial impact of the problem?
A prospect loves your solution but must get approval from someone who wasn't involved in the conversation. This is an example of an unidentified element of the Decision Process.
Who is involved in making or approving the decision?
Rather than telling a prospect what they should do, the salesperson shares an experience involving another customer in a similar situation.
What is a Third-Party Story?
A salesperson says, "I don't want to ask too many questions because the prospect might think I'm being pushy." This part of the Success Triangle is most likely creating the obstacle.
What is Attitude?
A prospect says, "Just send me some information and I'll get back to you." The salesperson agrees immediately without clarifying expectations. This element of the Up-Front Contract was probably missing.
What is a mutually agreed-upon outcome or next step?
A prospect says, "Our current supplier is unreliable." The salesperson responds, "How long has that been happening?" This is an example of this type of questioning.
What is a probing or follow-up question?
A prospect says, "That sounds expensive." Instead of immediately defending the price, the salesperson should do this first.
What is ask a clarifying question to understand the concern?
A prospect says, "We need to think it over." The salesperson should seek clarity about this rather than simply accepting the statement.
What specifically needs to be considered or resolved before making a decision?
A prospect asks, "Can you send me a proposal?" The salesperson responds, "I'd be happy to. Help me understand what you'd be hoping to see in it." This is an example of this Sandler technique.
What is Reversing?
A salesperson receives a rejection and immediately starts questioning their competence. This is the Sandler principle they need to apply.
What is keeping your I intact when your R doesn't go well?
A salesperson feels obligated to accept every request from a prospect, even when the requests are unreasonable. This Sandler concept is missing from the relationship.
What is Equal Business Stature?
A prospect says, "We're losing customers because our deliveries are late." The salesperson immediately explains how their company can deliver faster. This common selling mistake has occurred.
What is presenting or solving too early?
A salesperson spends an hour preparing a proposal without knowing whether the prospect can or will invest in the solution. This Sandler step was inadequately completed.
What is Investment (Budget)?
The prospect agrees to review a proposal, but the salesperson leaves without establishing a date, time, or purpose for the next conversation. This critical Sandler tool was not used effectively.
What is a Clear Future Commitment (CFC)?
A salesperson has thoroughly established Pain, Budget, and Decision Process, then demonstrates how the solution addresses the agreed-upon problems. This is the appropriate Sandler stage.
What is Present Solution?
Two salespeople know the same techniques, but one consistently uses them while the other avoids uncomfortable conversations. This explains why technique alone doesn't guarantee results.
What is the relationship between Attitude, Behavior, and Technique?
A prospect tells you, "We've only got 15 minutes, so just show us what you've got." Rather than immediately presenting, a skilled Sandler salesperson would use this technique to reset expectations.
What is establishing or renegotiating an Up-Front Contract?
A prospect describes a significant business problem, but insists, "It's really not that big a deal." Rather than arguing, a Sandler salesperson might use this technique to help the prospect clarify the seriousness of the issue.
What is Negative Reverse Selling?
A prospect has a costly problem and agrees your solution would help, but says, "We don't have any budget for this." The Sandler salesperson should explore this distinction before deciding whether to continue.
What is the difference between not having the money and not being willing to allocate the money?
A prospect has compelling pain, sufficient budget, and likes your solution, but continues delaying the decision. This Sandler step needs to be revisited rather than adding more features or offering a discount.
What is the Decision-Making Process?
After a prospect agrees to buy, the salesperson explores possible second thoughts, concerns, or outside influences that could cause the decision to unravel. This is the Sandler step being used.
What is Post Sale?