Chapter 1 Flashcards
Snooker close
is a technique that leverages subtle hints and non verbal cues to influence someone’s decision making where you basically guided them to making a decision that they believe it was their own
What are the key things to the snooker close?
- Set the stage: Create a vivid image or planting an idea in the prospect’s mind that aligns with desires
- Non verbal cues: Non verbal communication to reinforce the scenario
- Minimalism in action: No hard selling like constantly just hitting them with offers or features etc, its about creating moments that let the prospect connect the dots and male their “own” decision
- Emotional connection: When you create an emotional scenario that resonates with the customer, you guide them to buying with their emotions
- Creating ownership: Close by allowing them to invision their life with the service where it make them “own” the decision to buy
1.
The salesperson begins by discussing the customer’s current internet needs and frustrations in a conversational manner. Rather than starting with what Verizon offers, they first understand what the customer is missing or desires in their current service.
- As the discussion progresses, the salesperson casually mentions a “hypothetical” scenario where the customer is enjoying ultra-fast internet speeds, allowing for seamless streaming, gaming, and work from home - all activities the customer has expressed interest in. This isn’t presented as a sales pitch but as a shared dream, possibly recounting a story of a “neighbor” who recently experienced this change.
- The salesperson could then show a brief, impressive demo on a tablet of how quickly a high-definition video downloads or streams without buffering on Verizon’s service, allowing the customer to experience the potential firsthand. The salesperson’s enthusiasm is palpable but not overbearing, letting the moment of smooth streaming speak for itself.
- They might also share a subtle, positive anecdote about how Verizon’s reliable service prevented a family from missing out on an important video call event due to bad connection, highlighting the emotional value without directly saying, “You should buy Verizon.”
Finally, the salesperson can gently guide the customer to envision a day in their life powered by Verizon’s internet, perhaps suggesting how a reliable connection could have made a recent event in the customer’s life more enjoyable or less stressful. This is done in a way that the customer starts to see Verizon’s service not just as a choice but as a key to unlocking a more connected, seamless lifestyle.
This scenario is an example of what?
Snooker close
The “ownership” close
The _________ close revolves around making the prospect visualize themselves using/benefiting from the product or service by creating a vivid picture that includes the customer in a way that they can see the service as a part of their daily life
What are the key elements to the ownership close?
- Detailed Visualization: The salesperson creates rich, detailed scenarios that the customer can easily imagine themselves in. This involves speaking in the present or future tense as if the customer already owns or enjoys the product.
- Personalization: The scenarios are deeply personalized to the customer’s life, interests, and needs. This shows an understanding of the customer and how the product fits uniquely into their life.
- Subtle Assumption: The approach subtly assumes that the customer will make the purchase, integrating the product or service into their future plans and dreams without making it feel like a choice that’s yet to be made.
Scenario: A customer is considering switching their internet and TV services.
- Begin by discussing the customer’s current frustrations with their internet and TV service in a way that shows genuine interest and understanding.
Transition into describing a typical evening enjoying Verizon’s services: “Imagine settling down on your couch after a long day, turning on the TV, and instantly accessing ultra-HD content without any buffering. With Verizon’s high-speed internet, your family movie nights transform into an immersive experience.”
Tailor the scenario to the customer’s interests: “And I know you mentioned how much you love gaming. Imagine playing online with zero lag, the game responding in real-time, thanks to the fastest internet speeds available. That’s the peace of mind Verizon offers.”
Integrate Verizon’s services into a future event: “Think about the next big game. You’re hosting a watch party, and with Verizon’s reliable service, everyone’s amazed at how clear the game looks on your TV, and how effortlessly you’re able to stream it. It’s a game-changer, literally.”
Conclude with a statement that assumes the choice is obvious: “With all your devices connected seamlessly, your home becomes that hub of entertainment and productivity you’ve always wanted it to be. Let’s get you set up with Verizon so you can start enjoying this new way of living.”
This scenario is an example of what close?
Ownership close
Embarrassment close
The __________ close is about creating a scenario where the customer would feel wrong to say “no”
What are the key elements to the embarrassment close?
- Creating an Emotional Appeal: The approach starts by building an emotional scenario that makes the prospect visualize a significantly improved situation or outcome, akin to showing the “beautiful home.”
- Breaking Down Objections to Smaller, Manageable Thoughts: The technique involves simplifying objections (like cost) into smaller, less intimidating figures or considerations.
- Making the Decision Seem Insignificant to Refuse: By comparing the small sacrifice to the large gain the decision is framed in such a way that refusing seems unreasonable or, in this context, would make one feel embarrassed for not seeing the value.
Scenario: A customer is hesitant about switching to Verizon due to perceived higher costs.
1.
Start by empathizing with the customer’s concern about costs, then pivot to illustrating the benefits of Verizon’s service, such as unparalleled reliability, speed, and customer service. Highlight how these benefits have transformed others’ work-from-home experience, entertainment, and peace of mind regarding their children’s online safety.
- “When you think about it, the difference in cost between our service and what you’re currently paying is less than the price of a coffee per day. For this small difference, you’re gaining so much in terms of speed and reliability.”
“Would you say that ensuring your family has the fastest and most reliable internet, enhancing both your work and leisure time, is worth the price of a daily coffee?”
This is where the technique mirrors the “___________ Close” by making the prospect reconsider their hesitation based on the value presented. It’s important that this step is handled with care, ensuring the customer feels understood and not manipulated.
5.
Conclude with a vision of the immediate positive impact of their decision, emphasizing how little the daily extra cost is compared to the benefits: “Imagine tomorrow, you and your family enjoying faster internet without interruptions. All it takes is a small adjustment that, day by day, you’ll hardly notice.”
This scenario is an example of what close?
Embarrassment close
1902 close
The ___________ focuses on the benefits of the service, effectively ignoring/ downplaying the prospect’s objections without being defensive or confrontational
What are the key elements to the 1902 close?
- Selective Hearing: This involves tactically choosing to focus on the prospect’s interest levels and potential needs rather than their objections. It’s not about ignoring the customer but about redirecting the conversation towards how the product or service meets their needs.
- Unwavering Optimism: Maintaining a positive, enthusiastic demeanor throughout the sales process, demonstrating confidence in the value of the product or service.
- Avoiding Arguments: Instead of engaging in debates over objections, this approach involves acknowledging concerns but swiftly moving the focus back to the benefits and positive outcomes of making the purchase.
Scenario: A customer expresses concern over the price of Verizon’s services compared to their current provider.
Salesperson: “I understand that cost is a key factor for you. Let’s look at what you’re getting for that investment – not just in terms of speed but reliability, customer service, and the overall quality of your online experiences.”
“Imagine being able to stream, game, and work from home without ever worrying about your connection. With Verizon, that’s not just a possibility; it’s a daily reality for our customers.”
“Also, consider the exclusive benefits only Verizon offers, like our award-winning customer service and bundled discounts for mobile and home internet. It’s more than just internet; it’s a lifestyle upgrade.”
“When you think about how much you rely on your internet, from entertainment to education and work, the value of having the best service becomes clear. I’m excited for you to experience the difference.”
If the customer repeats their concern about cost: “Absolutely, it’s important to make sure you’re investing wisely. Many of our satisfied customers found that the slight difference in cost was well worth it for the peace of mind and quality of service they enjoy. Let’s explore how we can make this work for your budget.”
This scenario is an example of what close?
1902 Close
Affordable close
The ___________ close is a technique that focuses on making the cost of a service seem manageable by breaking it down into smaller figures that seem more attainable to the customer
What are the key components of the affordable close?
- Optimistic Selling: Belief in the prospect’s ability to afford the product or service, which in turn can positively influence their own belief and decision-making process.
- Personalized Questioning: Use questions to guide the prospect to recognize not only their need for the product but also the feasibility of the purchase.
- Strategic Price Presentation: Instead of focusing on the total cost, break down the price into smaller units that seem more manageable (daily, weekly, etc.), often referred to as the “reduction to the ridiculous.”
- Use of Information: Leverage what you know about the prospect’s desires and needs to tailor your pitch, making the product or service feel like the solution they’ve been looking for.
Scenario: Convincing a customer to upgrade to a premium Verizon plan.
- Begin by sharing a vision of how the premium plan can enrich the customer’s life, focusing on the value added rather than the cost: “Imagine having lightning-fast internet that lets you stream, game, and connect in ways you’ve never thought possible.”
Ask questions that lead the customer to articulate their current frustrations and desires, “How often do you experience buffering during your favorite shows?” followed by “How would it feel to never have to worry about that again?”
Present the cost in a relatable, daily context: “For less than the cost of your daily coffee, you can enjoy uninterrupted service, superior speeds, and exclusive content. It’s an investment of only $X a day for a seamless online experience.”
Leverage any known personal interests or needs: “I remember you mentioned your family loves movie nights. With this plan, you’ll have access to 4K streaming - ensuring movie night is always a hit, without the frustration of slow downloads or buffering.”
If the customer has specific desires (like faster upload speeds for content creation or reliable connectivity for smart home devices), explain how the premium plan not only meets but exceeds these needs, potentially through customizable options or added features that they were previously unaware of.
This scenario is an example of what close?
Affordable close
