Sales Terminology
When you adjust your tone to match or lead the prospect’s emotional state.
Tonality, tone matching
What is the purpose of the discovery phase?
To understand the prospect’s goals, pain, motivations, and decision drivers before presenting anything.
What is the purpose of objection handling?
To understand and resolve the real hesitation so the prospect can make a clear decision.
Do people buy based on emotion or logic first?
Emotion first, logic second.
What is the purpose of a follow-up call?
Re-engage interest and move the prospect forward.
When the buyer feels seen and understood.
Rapport
Why do we avoid yes/no questions in discovery?
They shut down emotional expression instead of opening it up.
What is the first step when you hear an objection?
Acknowledge and validate. Don’t solve yet. Show understanding first.
What’s the real reason we uncover the real objection behind the surface one?
The first objection is rarely the truth... we must uncover the emotional resistance to actually resolve.
When should you present the offer?
Only after fully understanding their situation and goals.
The emotional reason someone wants the change.
Pain point
What is the meaning of dig deeper in discovery?
Ask 2–3 follow-up questions to uncover root motivations, not just surface-level responses.
Why do most objections relate back to self-belief?
People fear failure, not the program. If they don’t trust themselves → they won’t commit.
What are the 3 beliefs a buyer must have to say yes?
Belief in the offer, belief in you, and belief in themselves.
Explain “Diagnose before you prescribe.”
Understand deeply before recommending - pitching early causes resistance.
When you make the prospect aware of what happens if they don’t change.
Cost of inaction
Why do we ask about past attempts to solve the problem?
Their past failures reveal the patterns that must be broken and what they’re afraid of repeating.
What is the deeper psychological reason a prospect brings up “I need to think about it”?
The brain is trying to avoid emotional risk, not make a logical evaluation. They’re in freeze, not confusion.
Why is mirroring tonality more important than mirroring words?
Tone communicates leadership, safety, and emotional understanding. Words alone don’t land.
What is the strategic purpose of re-capping the prospect’s goals before dropping price?
It anchors their desire and emotional WHY before the logical evaluation happens - this increases perceived value and reduces price sensitivity.
What technique is used to break the identity pattern that is maintaining the prospect’s avoidance, so that they become present and open to change?
Pattern disrupt
Why are identity contradictions the most powerful leverage in discovery?
When a prospect realizes their identity and actions don’t match, the brain triggers a need to reconcile... this is where urgency forms.
What is the emotional root behind most objections?
Fear (fear of change, failure, judgment, losing money).
Describe the benefits of having a prospect repeat the benefits of what you are selling to them?
It tells you what they actually listened to, their buying factors, and reaffirms the benefits in their own mind. You turn them into a mini salesperson so even after they get off the call, they are able to be confident in their decision.
What are the three core decisions a prospect must emotionally make before purchasing?
1) This is the right solution. 2) This is the right time. 3) I can do this successfully. If any of the three are missing → they hesitate.