TIM SALES Professional Inviter 10 Qualities of a Good Communicator Be interested in your prospect (Interested vs. Interesting) Do not be distracted by anything in the environment Have a sincere, friendly facial expression (comfortable eye contact) Use the correct amount of assertiveness Communicate easily Do not have your appearance or bodily scent distract the prospect Tell the truth Know what you’re talking about Communicate at the prospect’s level Have the intention to make the person’s life better General Tips When Making Calls: Always sound upbeat and positive on the phone but never overly enthusiastic to the point of sounding fake Don’t be surprised by an answering machine (rehearse leaving messages) Build curiosity When setting appointments for meetings, confirm the night before or the morning of the appointment Get as much of the contact’s information as much as possible Whoever is asking the questions is controlling the conversation The more you say, the more you’re required to say Never sell what they won’t buy Don’t carry baggage from one call to the next. Don’t adopt your prospect’s beliefs and views. Observe. Listen and look attentively to what’s happening. Don’t let the surprise of a call from a prospect startle you Determine if you are calling to promote a product or a business. Can be either but never both. After a month of using products, ask prospect if they know anyone who would like to receive the same benefits they receive. Call customer either if they want to be taken out to dinner or receive a commission. Know what you’re inviting someone to do. Explain network marketing first through a video from a third party source (Brilliant Compensation, What the Wealthy Buy on Pay Day). Product Script Me: Hi John! Do you take vitamin supplements? John: No. Me: What’s the #1 reason you don’t? John: Yes. Me: What’s the #1 reason you take them? John: To fill the holes in my diet. Me: Good reason for taking them. Business Script Me: Consumers spent X number of dollars last year on supplements. The Inviting Formula: 1. Greet 2. Qualify - find out what your prospect needs, wants and doesn’t want 3. Invite them to look at something 4. Handle questions and objections 5. Close them into action 6. Follow up with them by recontacting them The Questions and Objections Remedy *Objections are like jet bugs on a windshield. *Objections are really self-imposed that’s why prospects were not able to get what they wanted in the first place. *Clever responses never work. Having compassion for their objection does. 5 Steps: 1. Listen completely through the question / objection (Let them sing) 2. Confirm understanding (Clarify) 3. Make the question / objection valid to the prospect with the same or slightly less intensity but don’t agree with the objection (Make concern important) “I completely understand your concern.” X “I feel the same way.” X “I totally agree. I would never go door to door. That would be so below me." 4. Handle or facilitate handling the question / objection (Get the prospect to create a solution to their objection, Ask questions that lead the prospect to the solution) 5. Complete the handling and return to the previous step of the inviting formula prior to the objection 4 Most Common Questions / Objections During Inviting 1. What is it? the prospect is involved even if in a doubtful, hesitant way usually get this with the direct approach "Based on you telling me that you wanna get a self open cruise to the Caribbean Islands, it just reminded me of something I’ve seen that I think will help you accomplish that. You’ll understand once you’ve seen it. Let me get this out to you. What’s your address?" "I genuinely appreciate your interest in knowing what it is and if I thought I could summarize it in a few sentences I would. However time-wise, it would be more productive to both of us for you to watch the online movie then you and I could have a more intelligent conversation about it. Read me the web address I gave you. I wanna make sure I gave it to you correctly.” 2. I’m too busy easiest for the prospect to throw at you as their reason for not attaining what they need, want or don’t want sometimes it’s legitimate but some people just live in a frame of mind that they don’t have time nice way of saying no to you (masking their unexpressed objection) Identify which too busy objection you’re dealing with Legitimate time issue: Reschedule and call later Frame of mind issue: Ask more questions ex. Just so I don’t misunderstand you, what is it that you’re too busy for? I’m too busy to do anything else Ahhh I understand that one. You feel you wanna change something so you can be at home when your kids come home but you’re so busy with everything in life that you can’t do anything else. Is that the way you feel? Exaclty! (Describe the bug) Everyone has 24 hours right? And that 24hrs can be divided into 3 even columns of 8hrs each. Left - sleep, Middle - work, Right - Getting what you want. Can you visualise this? So if what you really want is not have to go to work, so that you can be at home to get your kids off to school in the morning without being rushed and to welcome them home when they get off the bus in the afternoon then the only place we can pull time from to achieve this goal is the right hand column. We have 8hrs in that column. Now pretend that no one controls that 8hrs but you and you’re superwoman and you decide what you do in that 8hrs and you do it. Can you pretend that with me? Okay. Right now decide the time that you will take tomorrow to view this movie that can get you what it is that you truly want. Unexpressed objection issue: Ask more questions After handling the MLM objection and says he’s too busy Try to get him to tell you what his unexpressed objection is. ex. Just so I don’t misunderstand you, when you say you’re too busy, what is it that you’re too busy for? Uhm just too busy to do anything else. If I’m wrong about this please tell me but is there still something you dislike about network marketing? Conclusion: We did not fully handle the MLM objection 3. Is this sales? Prospect is resistant to being rejected or they felt pressured by a salesperson at some point and feels that’s what sales people do Find out what picture of sales they have in their mind and what sales really is (get their agreement on) Prospect not confident in their ability to communicate (Masking unexpressed objection) Discuss communication and all the different ways they communicate and draw the connection that they are always selling by communicating Also explain to them that you will really help them by training When you picture sales what do you see? What’s been your experience around selling? I understand that you don’t like sales. So I can better understand how you view this, what’s the difference between sales and communication? See what your prospect needs and solve it 4. Is this MLM or network marketing or pyramids or name of company (Amway, Mary Kay, Shackley)? Comes up from the prospect being previously exposed to MLM MLM means paid on more than one level Find out what their experience has been Many times they’ve had no experience, all their information is hearsay Yes it is MLM. How do you know of MLM? Could you clarify what you mean by MLM or name of company (Amway)? Do you have personal experience with an MLM company or are you referring to someone else’s experience? (Make sure you know) Let them fully tell you their experience, validate everything they say, never argue or disagree with them, never talk bad about another company or upline. Does network marketing work? Not for you, not for anyone you know, just does it as an industry work? What do you think it takes for it to work for an individual? From there, you must guide them to training. This is where you facilitating handling their objection really comes into play. If you say it, it can be challenged. If they say it, it must be true. If they’ve had a bad experience with MLM, the only way to get beyond this objection is to guide them to see that their bad or lack of success experience was because of insufficient training. Even if the company they were involved with went out of business, the reason is still lack of training. In that case, it would have been poor training on how to evaluate a company. If the prospect tells you that the products they were promoting weren’t any good, obviously use that information. That’s what their blaming their failure on and it should be validated. ex. Well that’s very keen of you to recognise that the product needs to really help people. If no experience with MLM, follow the same procedures. Take each issue they bring up and show them how training solves it. If they say it’s illegal then have them watch the brilliant compensation. Once they agree it’s training, explain to them the advantage that you have with your unique training. Discuss what you’ve learned with Professional Inviter (very different training and truly what they need) You must get them to see how this time is different than the last time/s they were involved in MLM. Close to action with: “ I wanna sit down with you and show you how it’s different. I want to show you the training tools that are now available to you. Are you open to sitting down?”, “Everything you brought up here I totally understand and I can see how it left a bad taste in your mouth. The video that I’d like to send you will really help with this. It’s done by a marketing professor who teaches network marketing at a university and someone very successful at it. The video is not from our company. It’s just about the industry. It really explains everything very clearly without any hype. Let me send this to you. You watch it and then we’ll talk about it." Company went under or wouldn't allow them to return the products they ordered. “I can understand how that was a bad experience for you and I’m sorry you had that experience. But moving forward, it’s kind of like working as an employee for a bad company. Doesn’t mean you never work again just because you had a bad experience. Does that make sense to you? Or like eating a bad meal doesn’t mean you stop eating because of a bad meal right? If prospect is not interested, you have to be able to accept it. Your job is to help people. If you’re trying to force someone, you’re not helping them. Prospect has to have reviewed something and made a definitive decision not to participate then you need to allow them that decision and you need to accept that decision. Have your prospect feel good about telling you that. Not interested as mask for unexpressed objections. Look out for this. “If you’re not interested I will completely accept that but I haven’t really said anything about it yet. Did I catch you at a bad time?” “ I enjoyed talking with you. I understand that you’re not interested based on…” In some situations, you can ask to stay in touch with them. It really just depends on the situation. Here’s what you say when you feel it is appropriate. “In case your situation changes, can I stay in touch? Not bug you but maybe send you an email in a month or so?” "What is your email address? Let me repeat that back to you. Alright have a wonderful evening. I look forward to working with you in the future if your situation changes. Bye!” If you feel you’ve upset your prospect, “I’m sorry I’ve upset you. That was not my intent. In fact, it was just the opposite. I wanted to help. It’s probably best we drop the discussion.” End the call or make small talk and end in an upbeat mood. The Disaster Call when you say something and the prospect goes nuclear on you most often because of bad experience with MLM you’re not trying to salvage the prospect signing up with you, you’re trying to salvage the relationship Validate everything they say. Do not interrupt them or disagree with them no matter how ridiculous their statements even if they are attacking you. Take the responsibility for upsetting them. Drop the discussion (not before they vent). “I apologize for upsetting you with my excitement. I think it’s best to just drop this discussion. I really wish you the very best and again, I’m sorry I brought it up. Find simple things you can agree on. “How’s the weather there?”, “Did you watch the football game this Saturday?" End the call in an upbeat mood. Do not ask to stay in touch with them on the subject. Close to Action purpose: to conclude or complete what is currently being said or done and then put it into existence (prospect’s needs, wants or don’t wants) allocating responsibilities for who will do what to put this plan into action hard part: getting prospect to agree to do his part ex. view some information, meet at a specific place at a specific time Conclude, verbalise the plan and get her agreement Always plan the next time we will talk (complete date and time) “I’m going to send you this online movie as soon as we hang up. You’re going to watch it and then we’ll plan to talk again tomorrow. You good with all that?" “Yes." "Good so what’s a good time for us to talk tomorrow?" "About the same time tomorrow." "Good 7:30 works for me also. You’ll have had time to watch the video by then right?” “Yeah I’ll watch it as soon as we get off the phone." "Excellent then I’ll talk to you at 7:30 tomorrow.” Create a plan and work the plan You continually put into the future your plan towards creating that thing which you desire. You are the teammate that is going to help this prospect create this thing they desire that they have not been able to create yet. The way to accomplish this is create a plan, give them the first part of the plan, have them agree to it and then do it, then give them more of the plan, have them agree to it and do it, and then give them more of the plan until they have this thing that they want. Specific responsibilities that need to be divided will depend on whether you’re sending something to them in the mail, email or meeting them in person or having them join a conference call. You must get info from them on how to do this. Send via email (email address, white list your email) - tell your prospect when they should receive the movie, get an idea when they will watch the movie (agreement to a follow up date and time after they would have watched the movie, phone number to call back), Meeting face to face - location of the meeting place, map and directions when required, specific spot you will meet them, where to park, dress code, any charges that may be associated (parking, lunch, door costs), exchange cellphone numbers in case of changes What is this product? What does the job entail? "Basically working with a device with a consumer so you’d be interacting with a consumer in a sales type of a position and then on a sales development training as well further down the road. Would you be afraid of straight commission?” "In constructing any type of compensation, a company has the opportunity to say that we’re gonna pay salary plus commission. What we have found over time, if we pay enough on the commission side of things then we naturally are going to attract the most ambitious people. Those are going to be the people who are actually going to do it. Where we bring somebody in salary plus commission, then there’s going to be two or three months of evaluation time where we have paid out a salary and we’ve evaluated this person and let’s suppose that we get somebody who doesn’t sell anything for three months then we basically paid them a salary for three months for us to test whether or not that person can produce and sell or not. What we prefer to do is put somebody on straight commission and we just pay them a lot. If you can do it then you’re gonna make a ton of money. If you can’t do it, you won’t like us at all.” Is the training in place? Yes it is. As detailed as one needs to be from very basic level all the way on up. There would be human development and training involved in the job description. When you get very well trained, it’s only fair somebody trains you so we want you to be able to train other people as well. Follow Up and Follow Through -follow up purpose: to recontact your prospect and move them towards what they stated they need, want or don’t want -follow through purpose: when your prospect indicates readiness to act, join enroll or sign up then you follow through by delivering all he or she needs to get what they stated they need, want or don’t want, starts with completing distributor agreements, getting products, signing them up for services, etc then moves on to training them on each step of the business 3 Main Areas: 1. Close to action well and your follow ups will work out a lot better 2. Do follow up 3. It’s not you Procedures to do a correct follow up: 1. Refresh your memory (prospect’s needs, wants and don’t wants) 2. Put caller ID block off 3. Call at the scheduled time, don’t be late or early 4. Be prepared to leave a message, don’t be surprised by an answering machine 5. Greet prospect briefly “Hi Mark! Did you have a good day today?” 6. Qualify and prompt “Did you watch the movie?” If no, handle that. i. Technical difficulty watching the online movie 1. Have them try again, what happens when they click on the link 2. Reclose them to action 3. Do not try to troubleshoot the problem ii. Some time element occurred 1. Investigate what happened 2. Help them solve it 3. Reclose them to action 4. Do not get annoyed iii. Something changed between the time you closed them to action and now 1. Do not dig into what’s wrong 2. Continue with your follow up procedure unless something comes up 3. If it does, handle any questions / objections 4. Restore their needs / wants 5. Reclose them to action If yes, “Did you find the movie educational?” “Did you remember the part about the basketball with the garden hose? That made a lot of sense to me. What did you think of that part?” 7. Merge their needs, wants and don’t wants with the movie “You know when you told me that you really wanted to spend more time on the golf course? Well the section on leverage was what prompted me to send that movie to you. Did the leverage part make sense to you? Can you see why I wanted you to see the movie?” 8. Merge your product / service to the trends discussed in the movie “In the discussion on the basketball through the garden hose, the gentleman mentioned the future trends. One of those trends was health. Do you see health as being a big trend? Well that’s the trend we’re taking advantage of by offering people...” (insert benefits of your products such as a way to increase their health) “You can see that there are a billion people who are getting old right now and they want their health back. Do you take supplements? What’s the #1 reason you take them?”
