1. Main MenuMain Menu Glossary HelpGlossaryHelp Door-to-Door Sales Approach

2. Main MenuMain Menu Glossary HelpGlossaryHelp Door-to-door salespeople often become complacent in using the “same ‘ole” door approaches, asking the same qualifying questions, and handling objections with a canned reply. In this course, we’re going to stretch you as a professional salesperson by exposing you to different sales approaches and asking you to sell products that you may not be used to. Let’s begin with a quick demonstration of a door approach. Overview

3. Main MenuMain Menu Glossary HelpGlossaryHelp Demonstration Introduction Important Note: In roofing sales, there are several mini- closes that need to happen before you make a sale. At this point, the goal of Chad’s conversation is, first, to get Mrs. Smith to allow him to inspect her roof; and second, to get Mrs. Smith to set up an inspection by her Insurance Adjustor if Chad finds any damage. The final ‘close’ will occur in a separate meeting after they have met with the Insurance Adjustor. Here, you will accompany Chad, a salesperson for Tip Top Roofing, as he knocks on Mrs. Smith’s door. He will attempt to sell Mrs. Smith a roof replacement.

4. Main MenuMain Menu Glossary HelpGlossaryHelp Hello, how are you doing today? Doing well. Are you the homeowner? I am. My name is Chad and I’m with Tip Top Roofing and we are in the neighborhood doing Free roof inspections. Can I ask you how long have you lived here? 5 years Demonstration Introduction/Qualification

5. Main MenuMain Menu Glossary HelpGlossaryHelp And how old is the house? 10 years And have you ever had your roof replaced? No, never. Demonstration Introduction/Qualification

6. Main MenuMain Menu Glossary HelpGlossaryHelp If you’ll look down your street here, you’ll notice that a majority of your neighbors have replaced their roofs over the past 2 years; this is due to the frequent hail storms we had here last summer and the previous one. You can tell a roof has been replaced by the coloring, they’re less faded, and often have a ridge vent installed. The ridge vent allows the hot air in your attic to escape more efficiently; the benefit is that it will lower your cooling bill. You have home owner insurance, right? Sure. Well, there’s a good chance that your insurance policy will cover repairs to your roof, and you might even get your whole roof replaced at little or no cost to you. Demonstration Introduction/Qualification

7. Main MenuMain Menu Glossary HelpGlossaryHelp Like I mentioned, we’d like to offer to do a free inspection of your roof today. We’ll climb up on your roof, look for any damage and take photos of any damage we see. You might have damage from the summer hail storms or just from age. Do you mind if we take a look? It’ll only take 10 minutes. There’s no cost or obligation. Go ahead. ---PERFORM INSPECTION--- Demonstration Presentation

8. Main MenuMain Menu Glossary HelpGlossaryHelp Well, Mrs. Smith, your roof didn’t look all that bad, but we found a section on the south side that has some hail damage. The gutters on the back, also had cracks and chips, probably from the same storm. Would it make sense for me to tell you what the process is to get your roof repaired? Sure. Well, first let me tell you that we don’t perform the official inspection, but rather we would agree to meet with your insurance adjustor who would come out and perform that inspection. You’d then get a report from him telling you who much insurance you qualify for and what the deductible would be. Demonstration Closing

9. Main MenuMain Menu Glossary HelpGlossaryHelp With that information, you could decide to work with any roofing contractor, there’s no obligation to us, but of course we would appreciate your business. We’ll beat anyone’s offer and have been in the business for over 35 years. We’ve got hundreds of satisfied customers, including many of your neighbors. See Mrs. Jone’s roof over there, the fifth house down? We put on a 30 year roof for her last year. Do you mind if we contact your adjuster? No, go ahead. Great, what insurance company do you have for your homeowners insurance? ---END OF PROCESS, FILL OUT FORMS--- Demonstration Closing

10. Main MenuMain Menu Glossary HelpGlossaryHelp In any door-to-door sales approach, there are 4 steps to remember. Demonstration Approach 1 Introduction In this demonstration, Chad gave his name to Mrs. Smith and told her he was from Tip Top Roofing. To appear legitimate, Chad should also have a name tag or badge with his photo on it that he would show to Mrs. Smith as he introduces himself. Also, after Chad knocks on the door or rings the doorbell, he should step back from the door to avoid crowding or intimidating his potential customer.

11. Main MenuMain Menu Glossary HelpGlossaryHelp In any door-to-door sales approach, there are 4 steps to remember. Demonstration Approach 1 Introduction Other effective introductions might include: “Hello, my name is _____ and I was just talking with your neighbors, the Watkins. Do you know the Watkins?...I’m with _____ and we’re here in the neighborhood…” “Sorry to bother you, I’m _______ and am talking to people about…” “I know you’re busy, so I won’t take up much of your time. My name is ____ and I’m with ____. We’re letting people know about…” “Yes, I know, I’m a salesman. If you give me 2 minutes of your time, I can explain why I’m hear in your neighborhood and then you can decide if it makes sense for us to talk further. Does that sound OK? … Great, I’m ___ and I’m with ____. We’re…”

12. Main MenuMain Menu Glossary HelpGlossaryHelp In any door-to-door sales approach, there are 4 steps to remember. Demonstration Approach 2 Qualify It is important that Chad not waste his time by making his sales pitch to someone who isn’t really a potential buyer. For example, what if a babysitter had answered the door, rather than the home owner? Chad qualified his potential buyer by asking a few questions: “Are you the homeowner?” “How old is the house?” (Chad wouldn’t want to try to replace a roof on a new house) “Have you ever had the roof replaced?” “Do you have home owner insurance? (Roofs are easiest sold when the insurance company is paying for it)

13. Main MenuMain Menu Glossary HelpGlossaryHelp In any door-to-door sales approach, there are 4 steps to remember. Demonstration Approach 2 Qualify Depending on what you’re selling, there are all types of questions you might want to find out before you make your sales pitch. As in Chad’s case, you might want to make sure that they are the homeowners or that they live there.—”I assume you’re the homeowner, right?”; “Is this your house?”; “Do you rent or own?”. You might need to make sure that they are eligible for your offer.—”Are you 18 years old?”. You might want to find out whether they are in a financial position to buy your product—”Do you have homeowner’s insurance?”; “Our product is covered by Medicare, do you have that?”. You might want to find out if the person you are talking to is the ultimate decision maker.—”I suppose your wife makes most of the decisions regarding childcare, right?” ; Who in your family makes decisions about the yard and general maintenance on the home?”.

14. Main MenuMain Menu Glossary HelpGlossaryHelp In any door-to-door sales approach, there are 4 steps to remember. Demonstration Approach 3 Presentation Chad explained what he was selling and how the process works. To create trust, he offered “social proof” by pointing out the neighbors who had their roofs replaced, specifically mentioning Mrs. Jones who was a satisfied customer of Tip Top Roofing.

15. Main MenuMain Menu Glossary HelpGlossaryHelp In any door-to-door sales approach, there are 4 steps to remember. Demonstration Approach 3 Presentation For other products, the presentation may sound like these: “Right now, we have an introductory promotion where we can offer you the top 400 channels, including the movie channels like ShowTime and HBO, as well as the Sports Package, all for the low rate of $59/month. If you sign up today, we’ll even take off the usual installation charge and equipment charge for the DVR.” “Our alarm system is state-of-the-art and our monitoring service was given 5 stars by Consumer Satisfaction magazine. Basically, we’ll install our alarm with sensors on your front and back doors and all of your windows. When a door or window is opened, a chime will sound, particularly helpful if you want to know when your kids are going out into the backyard with the pool. When the alarm is set, any intrusion will notify 911.”

16. Main MenuMain Menu Glossary HelpGlossaryHelp In any door-to-door sales approach, there are 4 steps to remember. Demonstration Approach 4 Close As mentioned previously, there were some mini-closes. First, Chad convinced Mrs. Smith to let him inspect her roof. Then, after he found some damage to the roof, he asked her if they could set up a meeting with Mrs. Smith’s insurance adjustor.

17. Main MenuMain Menu Glossary HelpGlossaryHelp In any door-to-door sales approach, there are 4 steps to remember. Demonstration Approach 4 Close One type of commonly used close is the Trial close, where you continually check to see where you’re at with the prospect. You ask, “How does that sound to you?”, “Does that make sense?”, and “Sounds cool, right?” Another close is the assumptive close. You presume the prospect is going to buy and say things like, “How do you spell your last name, so I can start filling out the order form?” or “When shall I schedule our first treatment, on the 27 th or 31 st ?” These are the four basic elements that must be included in every door approach— Introduction, Qualification, Presentation, and Close.

18. Main MenuMain Menu Glossary HelpGlossaryHelp Now, let’s have you practice the door approach. You are selling security alarms for SecureMax Alarms. The Rodriguez family just got out of their car and is making its way to the front door as you approach, what is an appropriate introduction? A. “Hello, can I help you carry you grocery bags in?” B. “I’m sorry to bother you, I see that you’ve got your hands full with your daughter and the groceries. My name is _____ and I’m with SecureMax Alarms. Can I tell you why I’m in your neighborhood today and then you can decide if you want to talk or if we should set an appointment for a later time?” C. “Hi folks. It’s beautiful weather out here today, isn’t it?” Review The Sales Process – Question #1

19. Main MenuMain Menu Glossary HelpGlossaryHelp A. “Hello, can I help you carry you grocery bags in?” “No, thanks. We’re kind of busy now, so if you’ll excuse us as we go inside. We’ve got to get the ice cream in the freezer before it melts.” B. “I’m sorry to bother you, I see that you’ve got your hands full with your daughter and the groceries. My name is _____ and I’m with SecureMax Alarms. Can I tell you quickly why I’m in your neighborhood today and then you can decide if you want to talk or if we should set an appointment for a later time?” “Sure, it’ll have to be quick. We’ve got some frozen food we have to put away, but go ahead.” C. “Hi folks. It’s beautiful weather out here today, isn’t it?” “It sure is. Now please excuse us as we step inside.” Review The Sales Process – Question #1 Coaching A. People generally don’t like their space invaded. Don’t touch anything of theirs (e.g., pick up their newspaper or mail), even to be helpful. You also forgot to say your name and who you’re with. B. Good job—Apologizing for taking up their time is a good approach and softens their stance. You identified yourself and your company. You also promised to be quick, which people like. Offering to make an appointment for another time reduces pressure and signals to the potential customer that they don’t have to make a buying decision right then. C. You didn’t identify yourself or tell them why you wanted to talk. Skip the small talk; you have a limited amount of time to convince them that you have something worthwhile to listen to. See Mr. and Mrs. Rodriguez’s responses in blue

20. Main MenuMain Menu Glossary HelpGlossaryHelp You’ve just introduced yourself to the Rodriguez family, what is an appropriate thing to say next? A. “Mr. and Mrs. Rodriguez, are you the home owners?” B. “Is your current alarm working pretty well for you?” C. “Do you have a security alarm in your home?” D. “How much do you pay a month for your current monitoring service?” Review The Sales Process – Question #2

21. Main MenuMain Menu Glossary HelpGlossaryHelp Review The Sales Process – Question #2 Coaching A. Unlike with the roofing example, with alarms it doesn’t really matter whether they are homeowners or not. Perhaps you could just ask them if they live there (again, you don’t want to talk to the babysitter). B. While you do find out whether the couple already has an alarm, the question is awkward and Rodriguez’s are unsure exactly how to answer. C. Good job—A straightforward question that tells you exactly what you want to know. Now you can sell them on the features that your alarm has over what they currently have. D. Its too soon to bring up pricing, even if you’re talking about what your competitor charges. A. “Mr. and Mrs. Rodriguez, are you the home owners?” “No, we’re renting” B. “Is your current alarm working pretty well for you?” “I guess so; we’ve never had a burglar, so we’ve never had to use it.” C. “Do you have a security alarm in your home?” “Yes, we do have an alarm; I think it’s through Brinks.” D. “How much do you pay a month for your current monitoring service?” “We’re happy with our current provider; thanks and good-bye.” See Mr. and Mrs. Rodriguez’s responses in blue

22. Main MenuMain Menu Glossary HelpGlossaryHelp The Rodriquez family has invited you inside and you’re presenting the new SecureMax 1000 alarm system to them. Which is the better approach? A. “The SecureMax 1000 is really fantastic. It has a backup battery, is cellular operated, has two-way capability, and calls up to 3 numbers in the event of an emergency”. B. “While the SecureMax 1000 is powered by your A/C outlet, it has a battery backup in case your home ever loses power in a storm. Since the system is cellular operated, you can rest assured that a burglar can’t just cut your phone line to disable your alarm from notifying authorities. The system allows you to notify three parties in the event of an emergency— usually the police, fire department, and ambulance. And with its two-way communication, you can talk directly with the 911 operator or other emergency personnel right through the built-in speaker phone.” Review The Sales Process – Question #3

23. Main MenuMain Menu Glossary HelpGlossaryHelp A. “The SecureMax 1000 is really fantastic. It has a backup battery, is cellular operated, has two-way capability, and calls up to 3 numbers in the event of an emergency”. “I guess that sounds pretty good, but what does that all mean? How’s this different than my current alarm system.” B. “While the SecureMax 1000 is powered by your A/C outlet, it has a battery backup in case your home ever loses power in a storm. Since the system is cellular operated, you can rest assured that a burglar can’t just cut your phone line to disable your alarm from notifying authorities. The system allows you to notify three parties in the event of an emergency— usually the police, fire department, and ambulance. And with its two-way communication, you can talk directly with the 911 operator or other emergency personnel right through the built-in speaker phone.” “Wow, that sounds really nice. How much does it cost?” Review The Sales Process – Question #3 Coaching A. You just named product features, not benefits. Your presentation should focus on how the Rodriquez family will benefit from the features built into the latest model. B. That’s right—benefits sell. Without detailing the benefits, the features are meaningless to the buyer. See Mr. and Mrs. Rodriguez’s responses in blue

24. Main MenuMain Menu Glossary HelpGlossaryHelp You’ve presented the benefits of the system, talked about pricing, terms, and the promotional offer. Which is the best statement to ensure a smooth close (fill in the blank)? Review The Sales Process – Question #4 You: “Do you have any questions at this point?” Mr. Rodriguez: “No, it’s all pretty clear.” You: “Great, then for the next step I need you to fill out this form with your name, address, and phone number. ____________________________________________” A. “Does that sound like a good idea?” B. “Do you have an extra pen?” C. “Will you be paying with check or credit card?”

25. Main MenuMain Menu Glossary HelpGlossaryHelp You: “Do you have any questions at this point?” Mr. Rodriguez: “No, it’s all pretty clear.” You: “Great, then for the next step I need you to fill out this form with your name, address, and phone number. ____________________________________________” A. “Does that sound like a good idea?” “Um, I need to think about this for a minute. I don’t think I’m ready to make a decision yet.” B. “Do you have an extra pen?” “Sure, here’s one right here. Is it all right if I put my cell number.” C. “Will you be paying with check or credit card?” “Actually, my wife and I need to talk this over before we can make a decision.” Review The Sales Process – Question #4 Coaching A. The idea is to transition smoothly from the presentation into the close. You’ve invited them to start filling out the order form and then asked them a question that might cause them to pause; you’ve made it easier for them to say ‘no’.” B. Good approach, you’ve asked them to start filling out the form, the first step in the ordering process. Asking them for a pen takes their mind off any decision they have to make. With a pen in hand, they’re more likely to start filling out the requested information. C. You brought up payment before they have even started filling out the order form. Your transition from presentation to close was smooth up to this point; now you’ve abruptly shifted their focus to what the system will be costing them. See Mr. and Mrs. Rodriguez’s responses in blue

26. Main MenuMain Menu Glossary HelpGlossaryHelp. As a final review, what is the order of elements you should follow as you’re talking to the Rodriguez family? Drag the boxes below to arrange the steps of the sales process in the correct order. Click ‘Submit’ when done. Review The Sales Process – Question #5 Submit PresentationIntroductionCloseQualify

27. Main MenuMain Menu Glossary HelpGlossaryHelp Correct Order As a final review, what is the order of elements you should follow as you’re talking to the Rodriguez family? Drag the boxes below to arrange the steps of the sales process in the correct order. Click ‘Submit’ when done. Review The Sales Process – Question #5 IntroductionQualifyPresentationClose

28. Main MenuMain Menu Glossary HelpGlossaryHelp Customers are not always as agreeable as Mrs. Smith in our first demonstration. Customers will undoubtedly have questions and concerns. We will now follow Chad as he knocks on the door of Mrs. Smith’s twin sister, Mrs. Fields. This time, Chad is selling pest control services. Demonstration - Handling Objections Handling Customer Objections I apologize if I’ve interrupted you. My name is Chad and I’m with Chad’s PestEx. I noticed that you have some rather large fire ant mounds in your yard out by your mailbox. Do you live here? Yes, I do. Have you already sprayed for fire ants this year? No, we’ve been meaning to do that, but my husband has been really swamped at work lately and hasn’t gotten around to it.

29. Main MenuMain Menu Glossary HelpGlossaryHelp Demonstration - Handling Objections Handling Customer Objections Well, we’ve got a treatment that takes care of fire ants for a one-time fee of $49 for a lawn your size. We’ll use a broadcast spreader to distribute the ant poison throughout your entire lawn and we’ll treat each individual mound. The treatment is organic and won’t harm any pets you may have. Shall I get started? I don’t know. My husband usually takes care of this and he isn’t home from work yet. I should probably pass on this today. Do you have a card you can leave with your contact information? I understand; I’m only in this neighborhood this afternoon, do you mind if we call your husband to see what he thinks?

30. Main MenuMain Menu Glossary HelpGlossaryHelp Demonstration - Handling Objections Handling Customer Objections Well, he has talked about getting a professional to treat the lawn before. I just think I can get this done cheaper by looking around at other companies. That may be true, and in this economy every penny counts. But what if I told you that our service is the only one in town with a 100% guarantee that the ants won’t come back for up to 8 months? Well, I certainly wouldn’t want them coming back. Look, when your husband treats the lawn himself, he probably uses the national brand that they sell at the hardware store, right? I suppose. That costs $35/bag and only kills ants for 3 months. Surely your husband’s time is worth something; and you’d have to treat the lawn again in another 3 months.

31. Main MenuMain Menu Glossary HelpGlossaryHelp Demonstration - Handling Objections Handling Customer Objections So, what do you say? Do you want to call your husband or shall I just go ahead and spray the yard; I can be done in 20 minutes. OK, go ahead. Mark will probably just be happy that he can cross it off his to-do list for Saturday. Great. I just need your name and signature here.

32. Main MenuMain Menu Glossary HelpGlossaryHelp Demonstration - Handling Objections Handling Customer Objections Chad followed the four steps; he introduced himself, qualified his buyer, presented his product, and closed the sale. To get the sale though, he had to resolve some concerns along the way. Mrs. Fields had two concerns: one, that her husband wasn’t around to help make the decision, and two, that the price might be cheaper somewhere else. The first objection, regarding her spouse, is a typical objection that is often meant to stall the process. This usually comes up because you haven’t convinced your prospect of the value of your product or service. The second objection, regarding price, is extremely common and often comes up in any sales discussion. The key here, is to point out the value and quality of your service. Notice that Chad didn’t argue when it was proposed that competitors might offer the service cheaper.

33. Main MenuMain Menu Glossary HelpGlossaryHelp Handling Objections Handling Customer Objections Let’s take a look at other objections a potential customer might have and strategies for handling them. Consider Mike who is selling bundled cable TV and internet service. He presents the company’s service and the fantastic promotion that he can offer right now. The Johnston’s love the 400 channels they would get with the deal and are practically drooling over the 16 MB internet speed. After the husband and wife discuss it for a little bit, Mr. Johnston says, “We love the product, we just don’t want to enter into a 2-year contract. We don’t even have a contract for our cell phones right now. Can you sign us up without requiring a contract?” Mike responds: “I know how you feel. I feel the same way about contracts. Your neighbors, the Barney’s, felt the same way until they decided to sign up for the service last month. They have found that by signing a contract, they are locking in a rate that otherwise would have increased over the two year period.” This example is the feel, felt, found approach to handling objections.

34. Main MenuMain Menu Glossary HelpGlossaryHelp Handling Objections Handling Customer Objections Mike knocked on the door of another house, the Morgan’s, and heard the following objection: “I just don’t think we can spend the money right now; things are really tight.” “I understand. I think if you added up how much you are currently paying on a monthly basis for your home phone, internet, and cable including (your DVR), I think you would find that you’d actually be saving money by signing up for our service. Bundling the services would also reduce the number of payments you have to make on a monthly basis, thus reducing the chance for missing a payment to one of your current providers.”

35. Main MenuMain Menu Glossary HelpGlossaryHelp Handling Objections Handling Customer Objections There are a few tips to handling objections. One, remain calm and don’t argue with the customer.. Two, Consider the Feel, Felt, Found method that Mike just demonstrated with the Johnston’s. Three, tell an anecdote, particularly if it is about a neighbor or someone potential customer knows. 1 2 3

36. Main MenuMain Menu Glossary HelpGlossaryHelp Let’s put this all together and have you practice one more scenario. You are selling lawn care maintenance (i.e., mowing, weed control) and come up to a family sitting on their front porch. You notice that their otherwise lovely lawn is being taken over by crabgrass. How should you begin? Practice Practice Scenario A. Sorry to bother you. My name is _____ and I’m with GreenLawn. I noticed that you have some crabgrass starting to come up over by your sidewalk. Do you have a few minutes for me to tell you about our weed control program? B. Excuse me folks. You’ve got a lovely lawn; I assume that you live here, right? Actually, this is my parent’s place; we’re just visiting for the weekend. Nice to meet you; my name is ____ and I’m with GreenLawn.

37. Main MenuMain Menu Glossary HelpGlossaryHelp Practice Practice Scenario A. Sorry to bother you. My name is _____ and I’m with GreenLawn. I noticed that you have some crabgrass starting to come up over by your sidewalk. Do you have a few minutes for me to tell you about our weed control program? I don’t think we’re really interested; this is my parent’s place and we’re just visiting for the holiday weekend. B. Excuse me folks. You’ve got a lovely lawn; I assume that you live here, right? Actually, this is my parent’s place; we’re just visiting for the weekend. Nice to meet you; my name is ____ and I’m with GreenLawn. Coaching A. You introduced yourself and told them what you wanted to talk about, but you didn’t qualify them as potential buyers. It works out OK in this case because they told you that they were just visiting. In other cases though, you might have wasted time going right into your sales presentation though without ever having known that there was no chance they were going to buy from you. Always qualify your prospects. B. Good approach, you introduced yourself and found out that you’re not talking to the right person. This saved you valuable time. See family’s responses in blue

38. Main MenuMain Menu Glossary HelpGlossaryHelp So, they don’t live here; what do you say next? Practice Practice Scenario A. Oh, where do you live? I bet we have service coverage there as well. Can I send a sales rep by your house when you return home? B. How fun; I bet your parents are delighted to have you and your son over for a visit. Well, I’ll make this short. We’re in the neighborhood offering a weed control program; are either of your parents home so that we can tell them about our special? It’ll only take 7 or 8 minutes.

39. Main MenuMain Menu Glossary HelpGlossaryHelp Practice Practice Scenario A. Oh, where do you live? I bet we have service coverage there as well. Can I send a sales rep by your house when you return home? We live in Anchorage, Alaska and are just trying to enjoy our time here with the family. No I don’t think we’re interested. B. How fun; I bet your parents are delighted to have you and your son over for a visit. Well, I’ll make this short then. We’re in the neighborhood offering a weed control program; are either of your parents home so that we can tell them about our special? It’ll only take 7 or 8 minutes. Sure, let me check if my Dad is available; he’s trying to start the grill in the backyard. Coaching A. You’re here to sell lawn care to the owners of the lawn you’re standing in. Don’t annoy the homeowner’s by trying to sell your services to their family, friends, and guests. B. Better approach. Keep the chit-chat to a minimum. Acknowledge that their time is important and ask for the person who actually lives there. See family’s responses in blue

40. Main MenuMain Menu Glossary HelpGlossaryHelp The Father comes to the door and asks, “Can I help you?” Practice Practice Scenario A. Hi sir, I’m ____ with GreenLawn. We are down the street spraying a lawn treatment to control weeds at a few of your neighbors’ homes. I see that you have some weeds starting to pop up; I know you’re busy with the grill, but do you have 3 minutes for me to tell you about our treatment, or perhaps I could make an appointment to come back in a day or two? B. It looks like you’ve got a full house this weekend. What are you cooking on the grill?

41. Main MenuMain Menu Glossary HelpGlossaryHelp Practice Practice Scenario A. Hi sir, I’m ____ with GreenLawn. We are down the street spraying a lawn treatment to control weeds at a few of your neighbors’ homes. I see that you have some weeds starting to pop up; I know you’re busy with the grill, but do you have 3 minutes for me to tell you about our treatment, or perhaps I could make an appointment to come back in a day or two? Well, I have a few minutes while the grill heats up. Go ahead and tell me about your service. B. It looks like you’ve got a full house this weekend. What are you cooking on the grill? Burgers, if you must know! Look, I’m really busy right now and we have our kids in from out-of- state. This isn’t a good time to talk. Coaching A. Good, even though you’ve already introduced yourself to the children, you need to start the process over when the Dad comes to the door. You now know that he is the homeowner. You know he’s busy with the grill and with his visiting family members, so get right to the point. B. While your goal is to establish some sort of rapport with the potential customer, you’re not going to do it by idle chit-chat that has nothing to do with the service you’re offering. Avoid sounding nosey. Acknowledge that his time is valuable. See family’s responses in blue

42. Main MenuMain Menu Glossary HelpGlossaryHelp Practice Practice Scenario You explain, “We treat the entire yard with a commercial- grade, organic weed killer. We then spot-treat the particularly nasty individual weeds. You’ll start to see a difference in as little as 14 days. Every 5-6 weeks, we’ll come back out and spray again. We’ll even provide you a free copy of our guide to watering Texas soils.” The Dad asks, “How much is this going to cost me?” A. Our initial treatment is $49, with each additional treatment being $35. I just need your name, address, and signature here [handing customer pen and form]. B.Let me ask you, how much do you currently pay for your weed killer? C.Is price the most important issue for you? D.How much would you expect to pay for a commercial- grade, organic treatment and our watering guide?

43. Main MenuMain Menu Glossary HelpGlossaryHelp Practice Practice Scenario A. Our initial treatment is $49, with each additional treatment being $35. I just need your name, address, and signature here [handing customer pen and form]. Um, I’ll need to think about it. B.Let me ask you, how much do you currently pay for your weed killer? Obviously, I don’t pay anything, that’s why I’ve got these weeds. C.Is price the most important issue for you? Of course its important, I’ve got to determine if the treatment is worth it. D.How much would you expect to pay for a commercial-grade, organic treatment and our watering guide? Well, I don’t know, that’s why I’m asking you. And didn’t you say that the watering guide was free? Coaching A. Good. He asked the price, so go ahead and come right out and give it to him. He’s presented an objection, so consider how you’d handle that. B. Your coming off like a traditional salesman. Try answering his question. C. While it’s good to ask customers questions throughout the sales process, his direct question here deserves a direct response; don’t antagonize him. D. You don’t want to come across as a TV infomercial. He asked for the price, so give it to him. See family’s responses in blue

44. Main MenuMain Menu Glossary HelpGlossaryHelp Practice Practice Scenario You’ve just presented your service pricing and the Dad tells you that he needs time to think about it. What’s the best response? A. Ok, why don’t I give you a call in a week? B.This pricing is only good for today. If I come back tomorrow it will cost $15 more per treatment. C.That’s a good plan. Do you mind if I ask you what your main concern is? Is it the price?

45. Main MenuMain Menu Glossary HelpGlossaryHelp Practice Practice Scenario A. Ok, why don’t I give you a call in a week? Great, I’ll talk to you then. B.This pricing is only good for today. If I come back tomorrow it will cost $15 more per treatment. I think I’ll just pass then. I need to get back to the BBQ. C.That’s a good plan. Do you mind if I ask you what your main concern is? Is it the price? No, the price seems fair. Its just that I prefer to use organic chemicals myself and I’ve heard that not all products that say they are organic, truly are. I’d like to go do a little research on the internet about your product before you treat my yard. Coaching A. Studies show that once you leave the initial sales conversation, only.65% of prospects will actually buy at a later date. If you walk away now, don’t bother calling him back, you’ve already lost the sale. B. Many companies try to use this approach to create a pressure situation to force the prospect to act now. This is not a recommended approach; it is better to avoid high-pressure sales situations. And never make this claim if it is not true. C. Good. Try to get to the real objection. See family’s responses in blue

46. Main MenuMain Menu Glossary HelpGlossaryHelp Practice Practice Scenario Your prospect has just said that he wants some time to investigate your claims that you use a 100% organic treatment. What is the best course of action? A. Oh, no need to worry about that. Our product has been independently tested and is 100% organic. Here’s a pen so you can start filling out the order form. B.Thanks for sharing your concern. I think you’ll be pleased to see that we have a report conducted by an independent testing lab that was published in last May’s Better Lawns magazine. [Pull out copy of report] See here, we were given a 5-star rating as an organic provider. Are there any other concerns? If not, I just need a few pieces of information from you. C.Organic is important to me as well; I grew up on an organic dairy farm that my parents ran. In fact, I wouldn’t even be selling this product if it weren’t 100% organic. I have a report here in my bag that shows the test results from an independent testing lab, would you like to see it? [show report if requested] Shall we start working on the order form?

47. Main MenuMain Menu Glossary HelpGlossaryHelp Practice Practice Scenario A. Oh, no need to worry about that. Our product has been independently tested and is 100% organic. Here’s a pen so you can start filling out the order form. I think I’d still like to research it myself. B.Thanks for sharing your concern. I think you’ll be pleased to see that we have a report conducted by an independent testing lab that was published in last May’s Better Lawns magazine. [Pull out copy of report] See here, we were given a 5-star rating as an organic provider. Are there any other concerns? If not, I just need a few pieces of information from you. No, I guess I not. What information do you need? C.Organic is important to me as well; I grew up on an organic dairy farm that my parents ran. In fact, I wouldn’t even be selling this product if it weren’t 100% organic. I have a report here in my bag that shows the test results from an independent testing lab, would you like to see it? [show report if requested] Shall we start working on the order form? I’m pleased to see that. Let’s get started then. Coaching A. Don’t discount the prospect’s concern and don’t assume that he’ll take your word for it. You also need to discover if he has any other concerns before you attempt a close. B. Great approach. Having the testing report is very handy. Also, good job in trying to dig further to see if there were any other concerns. Smooth close transition. C. Good job. Sharing the personal experience about growing up on an organic farm was a nice touch. Don’t make the prospect ask you to see the report.; when he shares the concern, go ahead and pull it out. Before attempting to close, just ask another question to make sure that this was his only concern. See family’s responses in blue