Pull the Door
Gatekeeper has an attitude, how should an OSC/EOSC break the ice?
Make a joke to break the tension
Gatekeeper says " We have a cleaner." Who do you respond and what pace should you respond?
"That makes sense, you've been in business for at least more than a year!"
Most of my current customers said the same thing you just said. I'd like the opportunity to connect with the person that ultimately makes that decision."
"Who might that be?"
Should an OSC/EOSC ask when a decision maker will be in the office/facility when pulling a door?
No.
Get in, qualify (3 questions) and get out.
An ISC makes an appointment, you've received the CRM email confirmation, what are your next steps?
1. Confirm the ISC sent a confirmation email to the prospect
2. Make sure the ISC CC's you on the confirmation email
3. Send the prospect an Outlook Calendar invite
How long should it take to send Alyssa close paperwork?
1 hour
The business has a small office space and small area for customers? Should an OSC/EOSC pull that door?
Less than 500 sq/ft
No. Small businesses typically do not have funds for cleaning services. Anything less than 1,000 square feet is a waste of time.
Gatekeeper says "We clean ourselves." How do you respond?
"Thank you so much, we probably doesn't make sense for you since you do all the cleaning yourselves. I appreciate you answering my questions. Have a good day."
-Keep your flyer and leave.
What items should an EOSC/OSC have when prospecting?
1. Core 4 sheet with business card stapled
2. A pen for personal use
3. Coverall Pens to give out
4. Microfiber towels
You make an appointment, what are your next steps?
1. Log the appointment in the CRM
2. Send a confirmation email within the hour of setting the appointment
3. BCC on the confirmation email
4. Send the prospect an Outlook Calendar invite
How long should it take to send a confirmation email and Outlook meeting invite?
A salon suite is being built. What should an OSC/EOSC do with that information?
Find a phone number, tell the gatekeeper that you visited the site and would like to connect to discuss partnering for the opening.
A gatekeeper says "We've had the same cleaner for many years. We aren't changing."
How do you respond?
"That makes sense, you've been in business for at a long time.
"I'm not here to sell anything right now. But I do work with many office managers that care about reducing costs and still getting great quality."
"I'd like to just say hello, is the person that manages that kind of service here today?"
How often should you give out a Coverall pen when prospecting?
Every time you qualify a viable lead and get all 3 qualifying questions answered
Situation:
On the phone with a decision maker and they say "You can come by tomorrow."
How do you confirm the appointment time?
"Great! I'm available in the morning or early afternoon. If we do morning, I'm free between 8-11 am or if the afternoon, I am free between 1-4 pm.
"Which works best?"
When should you review the details of an appointment made by an ISC?
The moment the email is received and before the appointment is run.
Visiting an area that has a lot of houses, is this a good area to prospect for commercial businesses?
No. Highly residential areas typically do not have our preferred vertical/commercial businesses.
Gatekeeper says "I'm not sure if we have a cleaner."
How would you respond?
"That makes sense, often times cleaners come at night."
"If you did have a cleaner, who is the person that probably would hire for that kind of thing?"
"What is their name?"
Gatekeeper says "We're not interested."
How would you respond?
"That makes sense, you guys probably have a good relationship with your cleaner, but I know that saving money is important to running a business. I don't want you to buy anything today.
I'd like to introduce myself to the person who is in charge of managing the cleaning services."
Situation:
You've just pulled a door, and you are currently speaking to the decision maker. How do you get an appointment right then and there?
"I realize that I just popped up on you. I also want to make sure I understand what your cleaning needs are and I would need to do a little more than measure. I can come back tomorrow for about 30 minutes. What time would work best?
Situation: Point of contact says "My boss has to review this quote."
What do you say next?
"You know your boss better than I do, how long would it take for them to get back to you?
I can come back that day and pickup the paperwork.
Schedule that date and time and make a calendar invite for picking up the paperwork.
There is no one at the business when you arrive. Does that count as a dial?
What should you do to make sure that door is successfully pulled?
No, it does not count. Log the activity in the CRM, schedule a follow up as high priority and include that location on the prospecting plan.
Gatekeeper says "We're not interested."
How would you respond?
Gatekeeper says "We're good."
"That's great. But I'm a person that needs more words, cause I'm special."
"Do you use a cleaning service?
Because I used to run a business and I was all about saving money. I'd like to just introduce myself to the person that handles that. I know that running a business can be expensive and saving is super important.
How often should a proposal be presented on site?
Every time an appointment is run
How much time should pass between pulling a door that was qualified and calling the DM for an appointment (1st time)?
1 day