Resolving Concerns and Closing By Rachel and Chad Mano

Overview Resolving Concerns – Types of Concerns – Resources for You – Being Prepared!!! Closing – Invite/Give Opportunity – Be Positive

Resolving Concerns Types of Concerns – Sources Customers Hostesses Prospective Consultants Current Consultants – Content Solvable Not Solvable

Customer Concerns Pricing Nutrition Shipping Shelf life How to use Food processing Customer concerns are usually just questions!!!

Resolving Customer Concerns Solvable – Example: Food storage is so gross. – Answers are available somewhere Not Solvable – Example: I want to add ammunition to my Q. – It’s okay to say, “We don’t do that.” – You can’t go to a sock store and expect to buy a hat. – We’re constantly growing/evolving, but don’t spend your time on concerns that don’t have a solution.

Hostess Concerns No time Who to invite I don’t need food storage My house is too small My friends don’t have money Hostess concerns need skills to resolve, but they can be resolved!!!

Resolving Hostess Concerns Solvable – Example: I don’t know many people. – Answers are available somewhere. – Learn skills to resolve (more in a minute) Not Solvable – Example: My closest friends have a restraining order against me. – Tip: you don’t want to go to their house either.

Prospective Consultant Concerns No time No money Not a salesperson Can’t book parties Afraid to talk to groups Is this a pyramid? Is this a regional business? Prospective consultant concerns need skills to resolve, but they can be resolved!!!

Resolving Prospective Consultant Concerns Solvable – Example: I don’t have the money. – Answers are available somewhere. – Keep using those skills. Not Solvable – Example: I’m on house arrest. – Where are you finding these people anyway?

Current Consultant Concerns Can’t book a party Already too many consultants Nobody has time or money It’s too confusing I can’t answer questions Can I really make money? Current consultant concerns need skills to resolve!!! Resolve them, and instill confidence so they can run their own business.

Resolving Current Consultant Concerns Solvable – Example: Nobody will host a party. – Answers are available somewhere. – Keep using those skills and teach the skills too. Not Solvable – Example: I don’t have a phone. – Tip: Manage your time. Do all you can to get your consultants up and running, but make sure they’re doing their part.

Resources For You Consultant Training Manual New DVD Weekly training calls Back office “Consultant Material” Shelf Reliance University Your efforts/experience Your upline sponsor Books on sales techniques

#1 Thing to Learn Today Need to study and learn Learn – Company history/direction – Thrive products – Food processing – Emergency preparedness products – Order processing/fulfillment – Consulting in’s and out’s – Commission plan – LOTS MORE!!!

If You Haven’t Already… Take the time to learn all you can – Knowledge is essential to resolve concerns – Sales skills without knowledge is just lying while sounding good. Develop skills

Be Prepared Develop skills – Listening – Restating concerns – Answer question/concern directly – Give positive answers (even if the answer is “no”) – Lead the concerned person to self-resolution Practice – Know what you’ll say before you have to say it

Next Step There is no point in resolving concerns if… – YOU DON’T CLOSE So we need to – Make the sale – Book the party – Enroll the consultant – Get your consultant started on the right path

Closing Expect success Prepare for close Restate solution if necessary Invitation to act/give opportunity Assume positive action

Invitation to Act/Give Opportunity Make it clear what the next step is – Make a list of products to buy – Set a date for a party – Create a party invite list – Plan for how to save money to enroll – Start enrollment process – Make a list of potential party hosts Get commitment to act Make the next step crystal clear to remove confusion

We’ve all Seen Bad Closes Shoe Store – Me: Do you have this in size 6? – Associate: Yes, we also have sizes 5 and 7. We even have it in blue and red. Let me know if you have any more questions. Problem – Associate never invited to buy/gave the next step – “Yes, it’s right here. That color looks great with what you’re wearing. Would you like a blue pair as well to go with another outfit? I can ring you up here.”

Assuming Positive Closes Assume something good is going to happen – Good: “How many strawberries would you like?” – Bad: “Do you want strawberries?” – Worse: “You don’t want strawberries, do you?” Don’t assume the fun is over – Good: “Do you like blueberries too? Great, how many should we add to your order?” – Bad: “So with the strawberries it looks like you’re all set with fruit.” – Worse: “Wow, you’ve already spent a lot. Are you sure your husband is going to be okay with this?”

Assume Positive Closes Assume the party will be scheduled – Good: “Should we schedule your party for the 20 th or 23rd?” – Bad: “When can you do a party?” – Worse: “Are you sure you have time for this?” Assume your consultant is going to succeed – Good: “Save this list so when you make Executive you can look back and see how you got started.” – Bad: “I hope you can get some parties out of this.” – Worse: “Wow, you really don’t know many people.”

Summary Need to study to resolve concerns Use resources!!! Prepare yourself/improve your skills Always close!!! Invite/give opportunity to act Assume positive result