Professional Documents
Culture Documents
3
The Six Reasons for Using Scripts: ................................................................................ 5
Practice Perfection ........................................................................................................ 10
Improve On Each Call .................................................................................................. 10
Cold Calling Scripts: Initial Resistance Scripts ................................................................ 11
The Top 3 reflex responses you get when qualifying: .................................................. 11
Reflex Response #1: “I’m not interested” ................................................................... 12
Response #1: ................................................................................................................. 12
Response #2: ................................................................................................................. 13
Response #3: ................................................................................................................. 13
Response #4: ................................................................................................................. 13
Reflex Response #2: “Just send the information”............................................................. 13
Response #1: ................................................................................................................. 14
Response #2: ................................................................................................................. 14
Response #3: ................................................................................................................. 14
Response #4: ................................................................................................................. 14
Reflex Response #3: “We’re already taken care of.” ....................................................... 15
Next in Line Script: ....................................................................................................... 15
How to Handle the Negative Prospect .............................................................................. 16
How to Handle the Price Question: .................................................................................. 19
How to eliminate screening – forever!.............................................................................. 20
Always use Instructional Statements. ........................................................................... 22
Scripts to Deal With Assistants......................................................................................... 23
The Definition of a Qualified Lead ................................................................................... 25
The Six Things that need to be on your Qualifying Checklist:..................................... 25
Breaking It Down:......................................................................................................... 26
1) Buying Motives (Needs and Wants) ......................................................................... 26
Sample Questions to reveal buying motives: ............................................................ 27
2) Why won’t they buy? (Potential Objections) ........................................................... 27
Sample Questions to reveal potential objections: ..................................................... 28
3) Who’s the Decision Maker? ..................................................................................... 28
Sample Questions to find the decision maker: .......................................................... 29
4) What is involved in the decision process? ................................................................ 29
Sample Questions to uncover the decision process: ................................................. 29
5) What is your competition? ........................................................................................ 30
Sample Questions to discover your competition: ..................................................... 30
6) What’s the budget? ................................................................................................... 30
Sample Questions to uncover budget:....................................................................... 31
Identifying and Dealing with Red Flags ........................................................................... 33
The Power of Assumptive Questions ................................................................................ 35
Here are some examples: .............................................................................................. 36
How To Use Layering Questions ...................................................................................... 37
How to Handle Incoming Leads ....................................................................................... 40
How to Handle Voice Mail ............................................................................................... 41
Using Email to your advantage: ........................................................................................ 45
Closing Scripts .................................................................................................................. 46
How to handle the initial resistance .............................................................................. 46
Avoid the biggest mistake 80% of your so called competition is making ........................ 53
Sample Opening #1: ...................................................................................................... 54
Sample Opening #2: ...................................................................................................... 54
Sample Opening #3: ...................................................................................................... 55
Instant Closing Scripts ...................................................................................................... 55
Sample Instant Close Script #1: .................................................................................... 57
Sample Instant Close Script #2: .................................................................................... 57
The Five-Step Method of Handling Objections ................................................................ 58
Step Two: Question and Isolate the Objection B-4 Answering it ................................. 60
Step Three: Answer the Objection (using a scripted response!) .................................. 61
Step Four: Confirm Your Answer: .............................................................................. 61
Step Five: Ask For the Deal! ....................................................................................... 61
The Power of Trial Closes ................................................................................................ 62
Examples of Trial Closes: ............................................................................................. 62
FORTY PROVEN CLOSES TO MAKE YOU SALESPERSON OF THE MONTH ..... 63
"I need to show this to my (partner, boss, etc.)" ........................................................... 65
The Price is Too High ................................................................................................... 67
The Price is Too High—Again! .................................................................................... 69
"I already have a broker or supplier," ........................................................................... 71
'I already have a broker or supplier #2,' ........................................................................ 71
"I want to think about it," .............................................................................................. 72
"I want to think about it #2," ......................................................................................... 73
I Want to Think About It--#3 ........................................................................................ 74
"I want to think about it, #4" ......................................................................................... 75
"I want to talk to my accountant," ................................................................................ 76
"Want to talk to their financial advisor," ...................................................................... 77
Financial or accountant advisor .................................................................................... 78
We Just Don’t Have the Budget Now ........................................................................... 79
"I can't afford it,"........................................................................................................... 81
"I just don't have the money now," ............................................................................... 82
"We don’t have the budget," ......................................................................................... 83
"Price is too high," ........................................................................................................ 83
"Price is too high," ........................................................................................................ 84
"Price is too high - again," ............................................................................................ 86
"Question the objection that your prospect just gave you." .......................................... 86
I Can Get a Better Deal Elsewhere ............................................................................... 88
The Drop Close: ............................................................................................................ 90
"Multiple choice close." ................................................................................................ 91
"Taking the prospect all the way through the close." ................................................... 92
.
Ben Franklin close ....................................................................................................... 92
"Just going to pass on this now" ................................................................................... 94
"I don't know you, and I don't feel comfortable doing business over the phone"......... 96
"Don't like the lack of control of the investment you are offering" .............................. 96
"Too risky," ................................................................................................................... 98
"It is still too risky," ...................................................................................................... 99
Introduction
Response #1:
“That’s fine and many of my best clients told me the
same thing as well. But as they learned more about
this and saw the benefits, they were glad they took a
few minutes. One thing they liked….” (continue on
with your pitch)
Response #3:
“I know that _______, heck if you were interested
you’d have called me! But seriously, I know you get
a lot of calls, and every now and then it makes sense
to listen to the right call, and this is it.” (Now
(continue on with your presentation)
Response #4:
“________ you probably get a lot of these calls, don’t
you? You know, I get them, too, and believe me, I
don’t like getting them any more than you do. But
every now and then I listen because sometimes I
there’s some information out there that will benefit
me. And this is that kind of call for you. Let me ask
you a quick question (make it a good one to uncover
their need!)
Response #1:
“I be happy to, and if you like what you see, would
you be ready to place an order?"
Response #2:
“Before I do, I want to make sure you'd be ready to
act on it if you like it. Let me ask you...(qualifying
questions on budget, decision-making process, etc."
Response #3:
“Sure, and after you review it, how soon are you
going to make a decision on it?"
Response #4:
“And what would you need to see to say yes to it?"
Or,
Or,
And,
And,
If Yes:
Breaking It Down:
Bottom line:
Qualifying Checklist
www.MrInsideSales.com
Buying Motives:
What’s Involved in
The Decision Process:
Who is your
Competition?
The more you change, the more sales you will make.
Another
“I'll get this quote off to you today, and I'll follow up
with you tomorrow at 10 o’clock – would that work?
Great"
The Top 20% realize that not all prospects will return
their voice mail messages, but they also know that
Just like with voice mail, there are certain rules for
scripting effective email messages. Here’s what they
are:
Closing Scripts
Objection #1:
“I looked it over and I’m/we’re not interested.”
Response #1:
“I understand, and that’s perfectly OK. At first many
of our clients don’t fully understand the benefits of
this and that’s why I’m here.
But let’s do this. I’ll take a few minutes to explain
how this might help you, and if, after you understand
it, you still think it’s not for you, we’ll part friends.
Do you have that information handy?”
Response #2:
Response #3:
“I understand, and some of my best clients said that
at the beginning as well. But I’m sure you’d agree
that any decision you make, whether it’s a yes or a no
– and I can take either one – is best made once you
understand all the facts, right?
Objection #2:
“I don’t have the time right now.”
Response #1:
Or,
a. “Follow up,” or
A. It’s assumptive
B. You’re in control
CLOSES
"I'm sure you know the old saying that 'you get what
you pay for,' right? Well ________ you are right,
we're not the cheapest in town, but I can guarantee
you that you will get what you pay for with us.
"Great! Then I'll set those units aside for you, and I'll
go ahead and give your accountant/advisor a call to
explain to him how this program works, and that you
have decided to move ahead with x units. After he
agrees that everything is in order, I'll have him call
you, and then I will call you back to wrap up the
details. Do you have his number handy?"
If your prospect says "I can't afford it," you should say:
"I'm sure you know the old saying that 'you get
what you pay for' right? Well ______ you are right,
we are not the cheapest in town, but I can guarantee
you that you will get what you pay for. You see,
your enjoyment of the quality and dependability our
Well, a week later they got out there to fix that, and
then when I got in one of the jets didn't work. And
then the heater wouldn't turn off. ______, I don't
remember how much I saved by buying the cheaper
Jacuzzi, but I do remember all the trouble and
unreliability I've had to put up for the last three years.
Or,
"Compared to what?
Or,
And then,
Or,
The Top 20% also get this objection, but are prepared
for it and know how to overcome it. Here's what they
do --
Or,
If your prospect says "I don't know you, and I don't feel
comfortable doing business over the phone," you should
say:
"Don't like the lack of control of the investment you are offering"
"Too risky,"
"I don't like high pressure salespeople, and I feel like you are
pushing me into this,"
"Assumptive close."
"I knew you would, and the nice thing about this
is how easy it is for you to begin enjoying the
(benefits). All we have to do is to fill out that
subscription/order document at the back of the
booklet, do you see that there?"
Or, if you use the tie down "That's a nice feature isn't
it," and they respond that it is, then say:
Mike Brooks
Mr. Inside Sales
(818) 999-0869