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Telemarketing Presentation

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Soil Lint Green View Drop Down
Carpet Cleaning Specialist
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Post Options Post Options   Thanks (0) Thanks(0)   Quote Soil Lint Green Quote  Post ReplyReply Direct Link To This Post Topic: Telemarketing Presentation
    Posted: 11/December/2008 at 2:36pm
I have one that works for me I can share.  This includes one short objection handling question only for your review. 

Good morning, My name is ____ with _____________________.

I appreciate you giving me a moment of your valuable time this morning/afternoon/evening. I promise to be brief.

I specialize in the care of textiles, specifically I extend the useful life of carpets and upholstery.

If I could take two of your rooms and deep clean the carpet and by doing so restoring it to like new and do it for little or no cost to you, would you be interested?

(If you get a yes, good for you!  Now close for the appointment.)

We need about __ minutes to perform our magic. At the end of the __ minutes if you are not 100% completely satisfied with our service you will owe us nothing.  That is our guarantee.  Otherwise present the crew with a check for $59 - there is nothing else to pay.

Is that fair?

Would Saturday at 10:15 be good or would Tuesday at 2:45 be better?

Great, we will see you ______day the __th, (time)  at {address}.

(If you get a no, bring up a fact/feature/benefit and then ask another closing question or simply rephrase your first question)

Example objection handling question:
So, extending the life of your carpet while improving the air quality of your home isn't important to you?

REMEMBER:
IF YOU FEEL YOU MAY HAVE A GOOD QUALIFIED CANDIDATE KEEP ON HANDLING OBJECTIONS AND ASKING CLOSING QUESTIONS, IF NOT POLITELY HANG UP AND MOVE ON TO THE NEXT.

The purpose of the low price is to get into the customer's home.  When they open the door they open their wallets.  2 rooms turns into 4 rooms plus a sofa and grandma's overstuffed chair.

If you have some ideas on how to handle different objections, chime in please.  I don't pretend to know it all.  I am just another working stiff like everyone else here.  No one died and made me the All Knowing One.

And if you are looking for a decent DNC scrubbing program I can recommend one at under $60 that handles a list bigger than the current DNC list.  I have been using it for about 18 months.



Edited by Soil Lint Green - 11/December/2008 at 2:56pm
It's ORY GUN, not OR A GONE. Learn to talk.
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Post Options Post Options   Thanks (0) Thanks(0)   Quote duckcountry Quote  Post ReplyReply Direct Link To This Post Posted: 12/December/2008 at 2:50pm
and I like to use the FEEL-FELT-FOUND method in handling objections:

I understand how you feel
Many of my clients felt the same way
Here is what they found


Lets the customer know they have a point I take as valid.  A point that is a common belief so the person doesn't feel like a loner.  And then here is something most people believing that way may have overlooked. 

So you disarm or de-fang the customer and now you are safe to sell.  Of course every objection handled must be followed with two things:

  • Put the customer in a position of saying YES to the validity of your revelation and how that could be important or beneficial to them
  • Since saying NO is difficult after saying YES - close NOW with a request for information or a confirmation of existing information like name, address, size of home, date - ASSUME THE SALE IS MADE
Try to keep this in mind - carpet cleaning is no where to be found in the front of the prospects mind when you call.  Your job is to pull it from the deep recesses of the mind to the forefront and create a sense of urgency based on a gain or loss that may be experienced by a choosing to act or not act. 

That gain/loss could be something as intangible as how their friends and neighbors perceive their sets of values or as concrete as the cost of replacing carpet too early or as important as the well-being of their family.  Your goal - find the hot button, expose it to your helpful information and help the prospective customer blend that hot button into the harmonious landscape of their tranquil mind by resolving the conflict with your services or products.  Just do it in such a way that you aren't becoming a Shell Answerman. 

You are a SELL Questionman.   Ask -Ask - Ask, and the prospect will tell you what you need to say to bring them over onto your side.

As one book on the subject is titled "Stop Telling And Start Selling"



Edited by duckcountry - 12/December/2008 at 3:03pm
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Post Options Post Options   Thanks (0) Thanks(0)   Quote duckcountry Quote  Post ReplyReply Direct Link To This Post Posted: 13/December/2008 at 8:43pm

FORMULATING OBJECTION HANDLING STATEMENTS AND CLOSES


Here are the components of every good rebuttal to any objection:


  • I UNDERSTAND HOW YOU FEEL ( KNOWING IS SYMPATHIZING, UNDERSTANDING IS EMPATHIZING) Another way of saying this is THAT IS A VALID CONCERN

  • MANY OF OUR CLIENTS HAVE FELT THE SAME WAY (LETS THEM FEEL VALIDATED) Another way of saying this is IN FACT IT IS A COMMONLY HELD BELIEVE

  • WHAT THEY FOUND WAS (BEGINS THE HANDLING PROCESS) Another way of saying this is WHILE THAT WAS THE CASE IN THE PAST, WITH CURRENT TECHNOLOGY THAT PROBLEM HAS BEEN ELIMINATED

  • FACT (BOLD STATEMENT THAT SUMMARIZES WHAT FOLLOWS)

  • FEATURE (WHAT PART OF YOUR PROCESS MAKES THAT TRUE)

  • BENEFIT (WHAT BENEFIT THE PROSPECT DERIVES FROM THAT FEATURE)

  • YOU CAN SEE WHY THAT IS SO IMPORTANT TO YOU AND YOUR FAMILY? (ACKNOWLEDGES AN AGREEMENT THAT OBJECTION WAS PROPERLY HANDLED) Another way to say this is THE INDUSTRY REALLY HAS TAKEN GREAT LEAPS FORWARD, HASN'T IT?

OPEN ENDED QUESTION FOR CLOSE (EXAMPLE: HOW DO YOU SPELL YOUR LAST NAME?)


Record your calls for a few days. Make notes of every objection you receive. Dissect each one and apply this formula to it. Short, sweet to the point, construct your rebuttal in writing and refer to it whenever the objection is thrown at you.


Expect to have the opportunity to present an average of five well constructed objection handlers per call before you ring up a sale or have determined this is a “no sale” situation. This axiom is important to remember – NO is a request for more information. Don't be afraid of revising your rebuttals and test the results.  Nobody is perfect.


If someone gives you an objection in which they claim to have hardwood or tile & grout floors do not go into some story about how that is bad for the health of the family members. Be positive and say:


That's SUPER. We do care for both wood and stone or ceramic tile floors so while this special may not apply to you we do have specials that might appeal to you from time to time. Let me follow up with you when we are running that kind of special. Would that be ok? (THEN MAKE A POINT OF GETTING THEIR CONTACT INFORMATION AND KEEP A RECORD OF THE DATE AND TIME – THEIR INVITATION TO CALL GETS AROUND THE POSSIBILITY THAT THEY MAY ADD THEMSELVES TO THE FEDERAL DO-NOT-CALL LISTING NORMALLY PROHIBITING REPEAT CALLS AND YOU CAN CALL THEM FOR THE NEXT 18 MONTHS WITHOUT VIOLATING THE LAW)


Make a point of calling them in two weeks, reminding them of your conversation and you commitment to follow up and present the valuable special.


Never say “I know” because you don't. Say “I understand” because your experience teaches you that this is a common misconception they are stating to you.


IF YOU DON'T KNOW HOW TO GET SALES WHAT YOU KNOW ABOUT CARPET CLEANING AND $4.00 GETS YOU A LATTE.  IT IS MORE IMPORTANT TO LEARN MARKETING AND SALESMANSHIP THAT HOW TO DO THAT ODDBALL STAIN ON SOME RARELY SOLD CARPET.  THIS BUSINESS IS 85% PEOPLE KNOWLEDGE AND 15% TRADE KNOWLEDGE.  THE MAJORITY OF THE PEOPLE WHO HAVE TAKEN THIS SAME PATH BEFORE YOU FAILED FOR ONE SIMPLE REASON - THEY HAD THE REQUIRED PERCENTAGES OF KNOWLEDGE SWITCHED AROUND.


© 2008 Mike Reno - all rights reserved

Edited by duckcountry - 13/December/2008 at 9:36pm
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Post Options Post Options   Thanks (0) Thanks(0)   Quote duckcountry Quote  Post ReplyReply Direct Link To This Post Posted: 09/January/2009 at 1:55am
Remember, NO means TELL ME MORE, I NEED MORE INFORMATION BEFORE SAYING YES.
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Post Options Post Options   Thanks (0) Thanks(0)   Quote Ken_Is_OK Quote  Post ReplyReply Direct Link To This Post Posted: 10/January/2009 at 7:37pm

best thread of the year.

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Post Options Post Options   Thanks (0) Thanks(0)   Quote duckcountry Quote  Post ReplyReply Direct Link To This Post Posted: 11/January/2009 at 2:35am
Thank you for your comments.  I started a few others at the Very Low Moisture Cleaners Association  board under Business and Marketing.

My father was a carpenter, never a contractor.  One is a laborer, one creates the opportunity for labor.  I want to see as many men and women possible make that transition from fueling another person's dream to building their own with the help of the jobs they create from doing business smart.  Everyone has the possibilities of greatness in them. 

The more job opportunities we as small business people create the faster the economy gets back on track.  Our job is to fight an uphill battle and take our places among the unsung heroes of the greatest economic battle since the end of WWII.  We need to practice humility while being steadfast in our objectives.

There is a song from the early 80s I believe by the group Queen.  We Are The Champions.  I think we all are champions.  Strong, resilient, unwavering in purpose.  Dedicated to the foundations of free enterprise as the solution to our current dilemma, not the cause.


Edited by duckcountry - 11/January/2009 at 2:56am
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Post Options Post Options   Thanks (0) Thanks(0)   Quote duckcountry Quote  Post ReplyReply Direct Link To This Post Posted: 07/February/2012 at 12:19pm
8 Steps to a Successful Sales Call
From preparation to closing, remember to make these key moves.


It's always good to have a plan for your sales visits that can serve as a quick reminder of the essentials. You can use this checklist as a review before and after each sales call to make sure you cover all the bases. Leaving a sales call and wishing you had remembered to ask a specific question or show the prospect another product idea is a horrible feeling; using this checklist may help you avoid that. Edit this list based on the type of sales cycle you're involved in.

Sales Call Checklist

1. Preparation Prior to Sales Call
Did I:

    Research the account prior to the call?
    Learn something about the person and their business before the meeting?
    Send an outline of the agenda to the client before the meeting?
    Have three value-added points prepared?
    Bring all materials, brochures, contracts, etc.?
    Answer the three important pre-call questions:
    A. What is the goal of the call?
    B. What do I need to find out during the call?
    C. What's the next step after the call?

2. Greeting and Introduction
Did I:

    Observe the prospect's office décor (e.g., trophies, awards, pictures and so on)?
    Find out about the prospect's personal interests, hobbies, family and so on?
    Find out the names of contacts in the account and write them down?
    Bridge to the business topic smoothly?
    Listen more than I spoke? (Ideally, you should spend 80 percent of your time listening and only 20 percent talking.)
    Ask the customer about their business goals?
    Ask the customer what challenges the company is facing?

3. Qualifying
Did I:

    Find out who the decision-makers are by asking "Who else besides yourself might be involved in the decision-making process?"
    Ask what process they normally go through when considering a new vendor?
    Find out how and why they made the decision for their current product or service (assuming they are replacing a product or service)?
    Find out what their time frame is?
    Find out if funds have been allocated--and how much?
    Find out their specific needs?
    Ask if they could change something about their product or service, what would it be?

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4. Surveying
Did I:

    Ask open-ended questions (who, what, where, when, why, how, how much, tell me about it, describe for me)?
    Ask about the corporate structure?
    Ask about the prospect's role at the company?
    Ask what's important to them?
    Ask what's interesting to them and then focus on that?
    Ask what risks they perceive?
    Ask how we can help solve their problems?
    Ask what they think about our company?
    Ask what they like and dislike about their current vendor?
    Ask how industry trends are affecting them?
    Ask "what if?" questions?
    Ask what they would like to see from a vendor and salesperson in the area of support after the sale?
    Ask what their short-term and long-term goals are?
    Ask how I can become their most valued vendor?
    Ask what is our next step?
    Establish a specific follow-up schedule?
    Parrot the prospect to encourage him to expand, elaborate and go into detail about each answer?

5. Handling Objections
Did I:

    Listen to the entire objection?
    Pause for three seconds before responding?
    Remain calm and not defensive?
    Meet the objection with a question in order to find out more?
    Restate the objection to make sure we agreed (communication)?
    Answer the objection?
    Complete the six-step process?
    1. Listen
    2. Define
    3. Rephrase
    4. Isolate
    5. Present solution
    6. Close (or next step)

6. Presentation
Did I:

    Prioritize the prospect's needs?
    Talk about benefits to the customer?
    Use layman's terms?
    Link the benefit to the prospect's needs?
    Verify each need before moving on?
    Present myself, company and product in a positive light?
    Re-establish rapport?
    Ask if anything changed since our last meeting?
    Pre-commit the prospect?
    Give a general overview of the product or service?
    Keep the presentation focused on the customer's needs?
    Involve the customer in the presentation?
    Summarize the prospect's needs and how our product or service meets those needs?

7. Closing
Did I:

    Get the customer to identify all possible problems that might be solved by my product or service?
    Get the customer to identify the value of solving the identified problems?
    Get agreement that the proposed solution provides the values identified?
    Ask for the order ("Why don't we go ahead with this?")?

8. Customer Maintenance
Did I:

    Write thank you letters for appointments, orders and so on?
    Earn the right to ask for reference letters and referrals?
    Establish a schedule for follow-up calls and customer visits?
    Ask for referrals ("Do you know three people who could benefit from my product and service like you did?")?
    Send thank you notes to lost accounts?
    Ask what are three important things we can do as a vendor to keep our relationship strong?

This checklist will help you stay focused. Every time you schedule a sales call, run through this list before-hand to make sure you're prepared--and after the visit to see what you can do next time to make the call run more smoothly and increase your chances of success.

References
Barry Farber Entrepreneur Magazine - Barry Farber is the author of 11 books on sales, management and peak performance. His latest release, "Diamond in the Rough" CD program, is based on his book, radio and television show. Visit him at www.BarryFarber.com, or email him at barry@barryfarber.com.
Are you in a high paying business or are you just a self employed low paid grunt who thinks this business provides dignity?
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Post Options Post Options   Thanks (0) Thanks(0)   Quote duckcountry Quote  Post ReplyReply Direct Link To This Post Posted: 07/February/2012 at 12:23pm
Would you tell a prospective consumer that having you clean and treat their carpet could double the lifespan of the carpet, saving the consumer from a huge investment and that now is not too late to start?  Would you say their carpet is some of the best carpet on the market but it needs help to restore it to new?

To replace what you currently have including padding installation and disposal fees, you would pay out over (sq ft X 10) and you would need to clean and maintain it with daily vacuuming and maintain documents of regularly care.  When you think of that upfront cost, you can see how maintaining this beautiful carpet is far more affordable that replacing it, right?  When did you want us to get started, this week or next?
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Post Options Post Options   Thanks (0) Thanks(0)   Quote duckcountry Quote  Post ReplyReply Direct Link To This Post Posted: 08/February/2012 at 5:24pm
Always start the price at what you want no matter how high it is.  You can't go higher, you can always go lower.  When the consumer balks at the price, ask "How much do you want to pay?"  That gets a commitment to buy and sets the lowest point.  Now, negotiations are open.  Offer half way in between.  Stop leaving money on the table and remember, do this from a position of confidence.  Never hesitate.  Let the consumer know he or her caught you on a good day or you NEVER would have given in on price.
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Post Options Post Options   Thanks (0) Thanks(0)   Quote AudreyHopkins Quote  Post ReplyReply Direct Link To This Post Posted: 12/February/2012 at 10:22pm
Great thread. Your presentation would set the tone on whether you'd get the deal or not. So it should be well prepared and thought off.  To get a quote accepted, don't try to compete with other bids, you have to figure out what you need to complete the project and then just add your margin. 
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Post Options Post Options   Thanks (0) Thanks(0)   Quote duckcountry Quote  Post ReplyReply Direct Link To This Post Posted: 13/February/2012 at 12:37pm
I am finally writing a book on it Audrey.  The difference between a business owner and a carpet cleaner is the difference between a store's owner and a retail clerk.  I see to much talk about how to ring up a sale and not enough how to make a sale.  No wonder there is such a high turnover in this business. 

The guy who sold the equipment to the 49er Gold Panners did not care if they were successful because if they were replacement sales would be nothing like sales to the new unwitting guy who does not know the chances of getting rich without knowing how to prospect for the nuggets.
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