Inspired Sale - Building Rapport & Inspection & Reference List Flashcards
What are some of the key elements to a great set-up call (Pick all that apply)
1) Get the customer’s credit score so they can be pre-approved for credit
2) Introduce yourself and the company
3) Find out if the job is too small to waste your time
4) Confirm the date / time / address for the appointment
5) Identify the scope of work
6) Build some excitement with the customer
2) Introduce yourself and the company
4) Confirm the date / time / address for the appointment
5) Identify the scope of work
6) Build some excitement with the customer
It is important to have everyone at the appointment that can help make a decision. From the following examples, which would be the best way to ensure that all the decision makers will be there?
Ask the customer if their spouse will be there because you know they cannot make a decision on their own
Ask the customer “Is there anyone else that you would like to have at our appointment that would want to have input or have questions about the color, design, style, price, or installation for your project? Are they available to be at our appointment?”
Ask the customer “Will all the decision makers be there?”
Explain to the customer that you work on commission and that it is not worth your time to show up for the appointment if everyone that needs to be there to make a buying decision is not there.
Ask the customer “Is there anyone else that you would like to have at our appointment that would want to have input or have questions about the color, design, style, price, or installation for your project? Are they available to be at our appointment?”
It is important that there is enough time set aside for you to be able to help the customer solve their flooring problems. From the following examples, which would be the best way to set time expectations for the appointment?
“Often, my customers like to take their time to look at samples and make sure they are picking the right colors and designs. I typically block off about an hour and a half so that I am not rushing people. Does that work for you?”
“I will need 60-90 minutes in your home to be able to go through my sales process. Can you commit to that amount of time?”
“This process will take up to 90 minutes. If you cannot commit that amount of time, then it is not worth me coming.”
Just don’t mention how long it will take. Show up at the appointment and hope for the best.
“Often, my customers like to take their time to look at samples and make sure they are picking the right colors and designs. I typically block off about an hour and a half so that I am not rushing people. Does that work for you?”
What are the word for word THREE transition questions to move out of the WARM-UP stage of the consultation?
- How long have you been thinking about replacing your flooring?
- What made you decide to do it TODAY?
- Oh really, what makes you say that?
followed by: Great, let’s take a look at your space
The main purpose of the Warm-up is:
to find out what they want for their floor
to figure out how they will vote in the election
to build rapport with the customer
for you to share what you did last Friday night
to build rapport with the customer
The Warm-Up is:
only meaningful if we have something in common
good to do if you have time
can be used to figure out what floor they want
absolutely critical to building rapport with the customer
absolutely critical to building rapport with the customer
A great warm-up might include (pick all that apply)
A) sharing all my stories with the customer
B) building rapport
C) gaining an understanding of how the customer spends their time and money
D) finding out that you have something in common with the customer
E) having the customer teach you about one of their passions
F) getting the customer to describe their perfect floor
B) building rapport
C) gaining an understanding of how the customer spends their time and money
D) finding out that you have something in common with the customer
E) having the customer teach you about one of their passions
What topics should you try to get the customer talking about?
Their views on politics, religion, and current events
Themselves and their interests; career, hobbies, travel, and family
The flooring job; scope, product, and price
You should avoid conversations with the customer
Themselves and their interests; career, hobbies, travel, and family
What is the purpose of bringing down the shield of ice?
Make a connection with the customer and have them see you as a person
Gain 100% of the customer’s trust so you can land a job
Uncover the buying objection so you can land a job
Understand why the customer is buying from you today
Make a connection with the customer and have them see you as a person
What is the PRIMARY purpose for The Warm Up?
Bring down the shield of ice
Uncovering the objection
Asking the transition questions
All the above
Bring down the shield of ice
What is the SECONDARY purpose of The Warm Up and transition questions?
Understand the customers dream
Bring out the buying objection
Understand the customers budget
Bring out the reason the customer is buying from you today
Bring out the buying objection
How does the Inspired Sale differ from other sales systems?
The Inspired Sale brings out objections early in the buying process
The Inspired Sale System brings out objections before showing price
The Inspired Sale System brings out objections early so you can overcome them before showing price
All the above
All the above
What is the purpose of the second transition question? - “What made you decide to do it today?”
Find out how long they have been thinking about doing the project
Bring down the shield of ice
Bring out an objection
Get a potential start date
Bring out an objection
True or False: The word “why” is something we should try and use whenever possible.
False - it brings the guard up
True or False: Mastering the Warm-Up is essential to a productive appointment.
True
If we don’t get an objection we need to_____________?
Move on, its not that important
Just keep asking the same question over and over again
Give the customer your card and leave
Restate the question using at least two objection getting words
Restate the question using at least two objection getting words.
- Buy
- Today
- Now
- Contract
- Finance
Identify the three transitions questions that are asked word-for-word.
How long have you been thinking about replacing your floors?
What made you decide to do it today?
Oh really, what makes you say that?
How long have you been thinking about doing this project?
What made you decide to do it?
Oh really, what makes you say that?
How long have you been thinking about doing this job?
What made you decide to buy from me today?
Oh really, what makes you say that?
How long have you been wanting to replace your floors?
What made you decide to buy form me today?
Oh really, why do you need other estimates?
How long have you been thinking about replacing your floors?
What made you decide to do it today?
Oh really, what makes you say that?
Why do we ask the “Oh really, what makes you say that?” question?
Because its a required questions
Whenever you get confused or are not sure what to do next
Understand the reason behind the customer’s buying objection
Elicit more information or gain deeper insight
Elicit more information or gain deeper insight
What are the five objection getting words we use if we do not bring out an objection with the second transition question?
Who, what, where, when and how
Time, date, appointment, install, contract
Today, buy, now, contract and finance
Touch, taste, smell, sight and hearing
Today, buy, now, contract and finance
The key outcomes of the Inspection are (Pick all that apply):
a) Understand what the customer wants their new floor to feel like
b) Sell the customer on the type of flooring that will be best for them
c) Understand what the customer wants their new floor to look like
d) Determine what the subfloor is
e) Understand how the customer wants their new floor to last (durability)
f) Determine what the existing flooring is and how it was installed
g) Determine details about furniture move and trim work that will need to be done
a) Understand what the customer wants their new floor to feel like
NOT B) Sell the customer on the type of flooring that will be best for them
c) Understand what the customer wants their new floor to look like
d) Determine what the subfloor is
e) Understand how the customer wants their new floor to last (durability)
f) Determine what the existing flooring is and how it was installed
g) Determine details about furniture move and trim work that will need to be done
How do you make sure that customers on the reference list don’t get bothered all the time:
a) Continuously update and rotate photos on the reference list
b) Tell customers to only call people if they are serious about buying today
c) Only give out the reference list when I think it is going to be important
d) Give people on the reference list $50 each time they get called so they don’t mind the calls
a) Continuously update and rotate photos on the reference list
The Reference list:
a) is too hard to bother with
b) will guarantee a sale
c) is just a list of my happiest customers
d) helps convert a cold lead into a warm referral
d) helps convert a cold lead into a warm referral
What is a great way to get started with new reference lists (pick all that apply):
a) Go back to previous customers from the branch to do a Quality Check and get a reference list photo
b) Ask former co-workers to be on the reference list and make up a story about having floors done by you.
c) Ask former co-workers to be on the reference list but change the questions to be character references. Inform them to never lie about having a flooring project done, but to affirm their trust in your ability to help them.
d) Get close friends or family members to be on the reference list and make up a story about having floors done by you.
a) Go back to previous customers from the branch to do a Quality Check and get a reference list photo
c) Ask former co-workers to be on the reference list but change the questions to be character references. Inform them to never lie about having a flooring project done, but to affirm their trust in your ability to help them.
True or False: Using industry terms is a great way to set yourself up as an expert.
True
The first step in the inspection to_________________? (pick all that apply)
a) Bring down the shield of ice.
b) Set yourself up as an expert.
c) Lie to the customer so they will buy.
d) Sell the reference list.
b) Set yourself up as an expert.
True or False: You should not try to educate the customer, it might offend them.
False
The last and final “S” in S.E.O.C.S stand for_______________?
a) Set yourself up as an expert.
b) Solve the problem.
c) Sell the reference list.
d) Sell Product.
c) Sell the reference list.
Why is it important for us to ensure the customer to take ownership of the problem?
a) They will feel compelled and empowered to solve it.
b) It not important, the customer knows they have a problem. That is why they scheduled an appointment.
c) Never let the customer know there is a problem, this could create a buying objection.
d) It’s important so I can land more jobs, improve my close rate and earn more commission.
a) They will feel compelled and empowered to solve it.
True or False: The reference list photo should be of a completed job.
False
A really great way to tailor your reference list is by:
a) Age of Customer
b) Pet Owners
c) Where they live
d) All the above
d) All the above
Why do we want to create a sense of urgency?
a) To scare the customer into buying from me today.
b) To land the deal before competitor shows up.
c) To make the customer feel a sense of ownership.
d) To help the customer understand the importance of the problem and that they can’t delay acting on it.
d) To help the customer understand the importance of the problem and that they can’t delay acting on it.
What effect will tailoring your reference list have on your Close Rate?
a) Reference lists have no impact on close rate.
b) Decrease it.
c) Double it.
d) Slightly improve it.
c) Double it.
What is the purpose of selling the reference list?
a) To give the customers something to do while I measure.
b) To turn every cold lead into a warm referral.
c) To create a sense of urgency.
d) To overcome a price objection.
b) To turn every cold lead into a warm referral.
