FLEX SALES PRO GUIDE Flashcards
LESSON 6: features & benefits (page 17-18)
car video features & benefits:
features- black, headlights, has gas tank, 4 doors, has 4 tires
benefits- less tickets, led lights to see better, great gas mileage, roomy seats for kids & storage, tires will not need to be replaced soon.
the 2nd example of the salesman b/c he listened actively and gave customer exactly what he needed.
LESSON 7: creating urgency
what does urgency mean?
limited time offer, fast, act now, lock in price/discount
LESSON 8: comparative selling
list features of your products that you can use to comparatively sell to a customer who currently has services through another service provider. You need 3 examples.
1. ATT IT dept.. is based in another country so it’s hard to understand & not always available. Frontier has 24/7 IT and is U.S based.
Additional questions:
What does QAV stand for?
Question, Answer, Value
Two main components of a credit check? urgency & maintaining call control (D.O.B & social)
What’s the importance to establishing intent before running credit? We need a positive affirmation from the customer.
Why do you think it’s important to read verbatim what’s in concert script? So the customer fully understands & for us for compliance.
What are 3 reasons your customer should buy today & not later? 1. Discount will not be available 2. To get the service faster to enjoy with family 3. So their current provider doesn’t send another bill or add an extra charge
LESSON 2: Using your phone voice (pages 19-22)
Why do you think it’s so important to use a good Phone Voice during this step of the sale? Energy reflects mood.
I am sold myself (enthusIASM)
LESSON 3: Congratulations
The first step to a solid product recommendation is to congratulate the customer! Every customer wants to feel special. This is your chance to make them excited about moving forward with the sales process, regardless of their level of qualification.
How can you congratulate them without actually saying the word congratulations? 3 examples. When they pass credit, it highlights the exclusivity (there offers are not available for the general public)
1. amazing news, I can offer you some of the best offers I’ve ever seen since I started working here! 2.great news, you passed the credit check. you now have exclusive offers that are not available to everyone. 3. wonderful! you are among the lucky few who has fiber in your area. 4. you are actually able to get our best deal today. very very happy to say that you are actually not going to have any sort of deposit on this call. 5.hey you actually qualify at one of my highest levels, i don’t get to say that very often so give yourself a pat on the back! so lets take a look at some packages for you today
LESSON 4: CSV
CSV is another one of those sales process elements that should be used throughout the phone call. Your recommendation is all about providing a solution that fits the customer’s needs, so it makes sense that your pitch would include specific value points based on what you’ve learned from the customer.
Tying the customer’s needs to the features of the product is really simple - you just have to build a bridge.
Features ex) this package includes speeds up to 100mbps.
bridge ex) which is perfect for YOU because.. What this means for YOU is.. You and your family will love it…
Benefit ex) Your family can use multiple devices to game & stream at the same time without buffering or lag.. You don’t have to worry about running out of storage space for all your fav shows.
*Q: Using the graphic & customer profile in the CSV lesson, practice building value with feature, bridge, benefit at least 3 statements.
Holly is a busy single mom who runs her own business. Mornings are often rushed, so Holly typically runs on caffeine until she has a chance to grab some lunch. Her daughter goes to daycare and her son play sports, so her monthly budget has to be on point.
feature: you have service on tvs, free installation on up to 4 tvs so we will be making sure you are taken care of.
bridge: You and your family will be able to use the internet they way they want w/o any interruptions
benefits: you mentioned you had serval diff types of devices, with our router it allows you to connect up to 10 devices
pain-I remembered you mentioned you had some latency issues when playing fortnight, the internet I’m recommending operates on a very low latency so you will have min lag & choppiness when you’re gaming online.
LESSON 5: PRODUCT DETAILS
*Q: Why is it important to give the customer accurate info? Why do you think mis-information is included in our compliance policy?
A: It’s important because the customer needs and ethically should know what they are purchasing &/or signing a contract with. It’s included in our policy so we cannot mislead customers, which could hurt our company’s wallet & reputation with potential customers as well as lose business with current customers.
- Always cover plan details* like: Plan Name, Speed, Equipment Options *Requirements are business-specific!
- The customer needs to know if there’s a contract! Be sure to disclose the length of the contract (if applicable) and any terms and conditions.
- The customer obviously wants to know how much they’ll be paying for services. If applicable, include regular pricing, discounted rates, and promotion length.
ADDITIONAL QUESTIONS:
What is a soft close? write an example- A Soft Close is used to “test the waters” and gauge the customer’s interest in proceeding with the sale. When you get a positive response to a soft close, you’ve got the green light to transition to a hard close and wrap up the sale. EX) my installer is going to give you a call when he is on his way… EX) I want to make sure you have all this in black and white, so I’m going to send you an email, what’s the best email address for you?
What is a hard close? write an example-A Hard Close is a direct call to action that moves into the order processing portion of the call. At this point in the call you’ve actually already used a Hard Close (when you got the customer’s SSN for the credit check), so this one should be a breeze. Especially if you got a positive response to your Soft Close. EX) i can have an installer come out as soon as monday… EX) we accept via, mastercard and discover which one would you like to use?
How many times do you think you should close on a call? If you said once, I’m happy to tell you you’re wrong. Every time you move the call forward, whether you’re addressing a customer’s question or asking for their social security number, you’re closing. When you’ve made a solid recommendation it’s time to close AGAIN, and this time you’re asking for the sale.
Nothing kills your sale faster than pausing after your recommendation. When you pause, you give the customer time to object. Present your solution with confidence and CLOSE the sale.
