John: 0:00

Build a nonstop lead flow machine. You need consistent lead flow. The irony of being the world's greatest closer is you will sell nothing to anyone if you can't get in front of a client to sell. The number one most important thing you must have as a salesperson is a customer. This is more important than having a product or service to sell. If you have the world's greatest product but nobody to sell it to you'll never sell anything at all. But if you have hundreds or thousands of customers you can always ask them what they want or need to find a product or service that they already want. This is why companies like Facebook, Google, YouTube, Instagram, TikTok, and Amazon, among others, view the acquisition of clients, even for a free service, as their biggest asset. The first step that they all took was to find anything they could to get a user base, and then build additional products and services they could monetize to that customer base. They all understand one fundamental truth. Without a customer, you have no business. And if you don't have a customer, and you don't have their attention, you have no way to sell them anything, anytime, or anywhere, at any price. As salesmen, we instinctively understand this more than our CEOs, more than the marketing department, more than our sales managers, more than HR and operations. We understand that our ability to make more money Then virtually anyone in our company, regardless of how many fancy degrees and how large the mountains of college debt they carry are, is 100 percent dependent upon our ability to get in front of, pitch, and sell to customers. The flow of new prospects that enter the top of our funnel is what most of us refer to as our lead flow. Why is it important to have not just leads, but lead flow? Anyone can have leads, but to have a consistent and predictable flow of leads is the holy grail of making consistent money in sales. How many sales jobs have you applied to where in the first round of interviews, the interviewer sends you a spreadsheet to fill out? The exercise is there to have you build up a database of your circle of influence. People who are most likely to pick up the phone and answer the call. And most importantly, listen to you when you tell them about the new company that you're working for and the amazing product or service that you offer. Now, if you're lucky, you were able to fill out that listing of all of your family, neighbors, college roommates, and the kids you grew up with back in your hometown. You finished your list and realized that you had at least 50 people you could call when you originally thought you would only be able to list like 10. You started the job and your manager tells you it's time to call your leads now, and you realize that what you have aren't leads, they are barely even prospects, and most importantly, they're your family and your friends, and once you run out of them, you need a plan for what's next. Leads, prospects, and circles. Your sales managers often call anyone you can potentially have a conversation with a lead. Of course, as a sales rock star, you understand that only some of the people are actually leads, and most are barely even prospects. Your target market, this is the unwashed masses, everyone who exists in your market. who may have a want or a need for your service but doesn't know you exist or has not expressed interest. Sell Ford cars. This is everyone in a 50 mile radius that is open to the idea of someday at least considering a Ford. Sphere. This is people you know that may have a want or a need for your service or who can introduce you to someone who does. This is family, friends, past clients, and people you meet carrying on your lifetime in business. Leads, people from your target market and sphere who have been identified as a potential timely match for your product or services, and who you have identified with a plan to engage. Prospects, a lead with which you have an interaction with an expression of interest or started at least some steps in the sales process. Customers have made a purchase, and current clients are someone who is likely to do repeat business or refer you for additional customers. The thing is the salesperson that you need to be spending much of your time as humanly possible with prospects customers and clients This is where your cash flow is But in order to have them you have to create them from your sphere and leads The more timely targeted leads you have, the more prospects you will turn into customers and clients, even a terrible salesperson with enough prospects can make a killing in sales. But a closer, a closer can sell more to a smaller number of prospects or an insane amount to a larger number of prospects. Next, you should take a few minutes and think about the numbers that you need to hit within your industry. I'm going to take real estate for example. If you are a realtor averaging 2 percent per sale after broker's fees and you want to make a quarter million dollars a year in gross commission income, or GCI, you need to sell 12. 5 million dollars in total. If your market averages 200, 000 dollars per sale, you need to sell 62. 5 homes with a single side of the transaction, or 31 14 homes if you both listed the home. Let's assume you handle both sides, sometimes, maybe you need to sell a total of 50 homes a year. That's 4 or 5 homes per month, average for an entire year. In order to do this, you need a substantial flow of leads. If 1 out of every 10 prospects you talk to ends up buying or selling a home, you need 50 brand new prospects in your pipeline each and every month. Realtors do this by a combination of keeping their sphere warm at all times through phone calls, mailers, social media, and just being present in the lives of their sphere year round. In real estate, family, friends, and past clients are one of the best sources of quality leads. Realtors also often purchase leads from sources such as Zillow and Realtor. com, as well as running social media advertising campaigns, holding open houses, Yard signs, higher performing realtors will become a well known brand with names within their communities, buying billboards, sponsoring local events, and essentially becoming a name within their target market that simply cannot be ignored. If you aren't a realtor, I will bet that you know every single person within your social media circle who is even a moderately successful realtor because you know you simply can't miss them. You may be annoyed by it, you may be entertained or even amused, but you will know that they are realtors and you will know that they are listing and selling homes regularly. And when the time comes to buy or sell a home, you very well might call them or even refer a friend to them if you are ever asked if you know someone in the business. The Annoying Omnipresent Realtor has one thing that is very important. Your attention. And if you're a realtor reading this and you don't have your friend's attention, you are losing sales. You are losing 100 percent free leads that will drop in your lap infrequently and unpredictably, but will drop in if you gain and keep enough of your sphere's attention. And you're reading this right now saying, but John, I have been posting on social media and hounding my sphere, and I still don't get 50 leads per month. Heck with my sphere, there is no way I'll get even 50 qualified leads per year. This is where real estate and all other industries become suddenly the same. When you watch Mad Men, you realize that Don Draper is simply the best salesperson on TV. He sells hard, he sells smoothly, and he sells big. He commands attention and capitalizes on it. But the thing is, if you look one level deeper, the very product he's selling is sales. He sells advertising campaigns for big companies to convert The unaware public into leads, prospects, customers, and clients. He does this better than anyone in the dreary wood paneled smoke filled whiskey centered office without computers, cell phones, social media, and other tools that we take for granted every day. The key thing here is he is exemplifying the very thing his clients want and need. And that is attention, action and sales. What he really sells is himself. His ideas, his confidence in his ideas, and the results his ideas will gain for his clients. The ad boards, demographics, the numbers, they're all just a backdrop to what the customer is really buying. And that is Don Draper. No matter what industry you're in or what you're selling, if it's B2B or B2C, you need your customers to know you exist and want to be the kind of person that they will buy from because they believe that not only are they buying what you are selling, but they are buying. You. The two most effective methods historically to acquire clients attention have been advertising and direct sales, a. k. a. cold calling, both in person and over the phone. Advertising versus cold calling. Every salesman loves a steady supply of qualified, motivated leads, and throughout the history of sales, there have been two tried and true methods of getting them, advertising and cold calling. Now, as much as we salespeople love talking to prospects, we hate talking to leads. Prospects are friendly, interested, know our name, laugh at our jokes, and make us feel mostly warm and fuzzy inside. While leads hang up on us, call us names, dodge our calls, and are generally there just to make us feel like never picking up the phone again. Now, depending on your industry and employer, you may have a steady stream of company supplied prospects that are highly motivated calling you at just the right time, or you may be dialing for dollars 100 percent responsible for developing your own leads, prospects, and customers. If advertising gives us what we want consistently without the pain of cold calling. Why don't we all just do that all the time? Well, because cold calling is cheap and effective while advertising is expensive and ineffective. For anyone starting out with a strong current flow of leads, cold calling or outbound activity is often the closest thing that you can have to a sale. Advertising and marketing are effective at long term. But require cash flow up front to generate leads. This is one reason the most successful and entrenched players in your industry are also often the biggest advertisers. Now depending on your industry and employer, you may be reliant 100 percent on advertising and following up on inbound leads 100 percent outbound activity based hunting your own business or somewhere in between.

Mixcast 4-7: 9:06

Chapter 12, lead generation. Lead generation is the process of generating lead flow. Unless you want to spend your life making outbound cold calls, you need to engage in consistent lead generation activities. Some of these are more appropriate if you are a business owner. However, if you are a leading salesperson whose commission structure supports individual lead generation at volume, then these apply to you as well. The common types of lead generation sources include sphere of influence, family, friends, former clients, former coworkers, acquaintances, If this is relevant to your industry, one of the quickest ways to get in front of qualified buyers is to open up your address book, your Facebook, and your heart, and you start talking to each and every person in your sphere in order to let them know what you are doing, what you are selling, and this is important, do not try to sell them. Just call them, have a nice non self centered conversation, talk about them 80 percent of the time and yourself 20%. Schedule lunches, coffee meetings, a phone call, a Zoom, or a FaceTime, but just get in contact and let them know that you're thinking about them. And when they ask what you're doing, you can tell them. Maybe they have a need, maybe they don't, maybe they know someone else who does. When working with your sphere, don't go in headfirst like some MLM hun blabbing about the newest, greatest product in the world and being pushy. Just genuinely connect and casually work in what you're doing, and if the time arises usually if you focus on your friend with great interest, it will come up. One of the most effective ways is simply keep your social media circles engaged in what you are doing as a person. Share your personal life, professional accomplishments, and how those things coincide. There's nothing more annoying than the realtor that makes their personal Facebook all about their real estate job, begging for listings every single day year round. While this lets your circle know that you're a realtor, it isn't doing anything to make you a more likable person. Instead, share yourself. Who you really are and include what you do along with that. Basically, be genuine. Make sure that it's apparent that you are in the business. And then, when your friends need you, they'll let you know. When thinking about marketing campaigns, it's important to start with your goal in mind. Marketing needs to be designed to support your ultimate goal. If that goal is a purchase on your website with no human interaction, then design it for that. If it's to get you brand awareness on your marketplace, design it for that. If it's to generate requests for information that you or your salespeople can follow up on, design it for that. If it's to build authority in your marketplace, setting you up with a particular reputation as an expert or a leader in your field, design it for that. Set a budget and a timeframe and then track the results. Don't be afraid to modify the message, increase the budget, or even pull back completely. Anytime the marketing is pulling you farther away from the goal. People often confuse marketing with advertising. While they are both connecting you with new people who don't already know about you, they can both work within very similar medium and methods. The key difference is that marketing is used strategically while advertising is used tactically. Basically, marketing supports long term, broad based goals advertising. is the shorter term tool that you use to achieve your immediate results. Advertising for a salesperson is best used to get inquiries. Build a marketing list, set appointments, and get inbound calls or even full fledged website orders. When advertising, you will run short term campaigns tracking your Total ad spend and results running AB test on things like your ad messages, upsells, cost per customer acquired, and the lifetime value of a customer. These metrics will allow you to adjust your ad purchases and offers to maximize your lead flow and profits per ad dollar spent. Marketing is used in sales to build longer term value in terms of name recognition and database of less targeted cold leads that can be repeatedly marketed to until they are warm. If you are looking to build a consistent, predictable sales income, the most important ingredient is a consistent flow of warm or even hot leads. When I was building tbhost in the late 90s and early 2000s, one way we achieved consistent 100 percent compounded sales growth for 10 straight years was by having a strong lead flow through referrals. 80 percent of our referrals came from a few key partners, many of whom were affiliate partners. In other words, individuals who promoted our services in exchange for a recurring commission for every sale that we made On our end, we paid only for those leads that turned into sales and on our partner's end, they got paid a lifetime residual, which meant they could visibly see how well we took care of their customers because they would stay for years. This incentivized our partners to more enthusiastically market and recommend our products and services, and in turn increased our lead flow and sales while keeping our marketing costs directly in line with our revenue. We had affiliate partners making strong six figure incomes just for referring clients to us, and we found other partners we could refer our clients to with complementary services and a similar revenue sharing agreement, increasing our profit per customer as well as our value to our customers by having additional offerings. In one trusted place, you may be in an industry where affiliate program types of arrangements won't work. You can still build a referral network that can provide you a steady source of leads and customers at a very low cost per lead. One of the most effective methods is to build a joint venture with another company that provides a non competitive approach. Peting mutually complementary product or service and then provide leads back and forth between one another. The benefit here is that by providing a lead for your partner, you are strengthening your own offering by recommending a product or service that your customers will want in concert with your own products. Your partner will have the same benefit and you will each enjoy a cross pollination of new leads in a consistent basis. An excellent example of this is in real estate where it's illegal in most states to pay for many types of referrals as well as illegal to charge for a referral to a partner. Successful agents provide referrals to mortgage lenders, insurance agents, attorneys, accountants, landscapers, and anyone else who may have an inside track on when one of their own clients may be entering the market to buy or sell a home. For the realtor, having a network of trusted local experts that can be referred to a client builds trust and loyalty and value for the REALTOR. For the partners, it's a good source of leads that they don't have to generate the hard way. They only have to take great care of the client to keep more referrals coming. When the mortgage lender, insurance agent, or accountant has a client who mentions moving, they provide a lead to the REALTOR and the REALTOR takes great care of the referral. Thereby solidifying the relationship with the client and the referrer. Each side helps the other by providing both a lead and a service that helps the other side successfully service their own clients. It's a true win-win situation. Joint ventures do not work when the partner should not both giving equal value. For instance, if a referral referred 30 clients to a mortgage lender and the lender refers only two clients back, the realtor will likely be looking for a new partner who is willing to give as well as take in the lead department. Likewise, if you don't take care of the clients, you will not be on the referral list for long because the number one thing I or anyone else cares about when referring a client of mine to someone else is that they are treated as well if not better than I could have treated them myself. Always be mindful that the person that your partner refers to you is their client and it's your responsibility to make them feel thankful they refer the business to you by making them look good. Don't offer competing products or services. Don't refer to competitors of your partner. Don't do anything to sour that relationship. And always do your best to provide more value to your JV partner. Then you got in return. Again, keep track of your leads, your referrals, and your revenues. Reward your strongest JV partners as well as you can within the framework of what's ethical and legal within your industry. When I started real estate, my very first listing came as a result of attending a small business networking event. I met a person who was in the mortgage business lending money to house flippers. We chatted about his business and how he could help clients that I would come across in the future. We exchanged contacts, connected on LinkedIn and went our separate ways. A few days later, I got a phone call from him because he had a client that was in my area that was thinking of selling one of his flips. I thanked him, contacted the client, and listed the home the next day. I marketed the home, and we sold it in a down market at a price 20 percent higher than it was appraised for within two weeks. The lender was thrilled because his client was thrilled. I was happy because I enlisted and sold a home within weeks of getting my license from a warm referral. And I've done many more real estate sales with that client and remain friends to this day. I've referred him home improvement projects, hired him to do renovations on home I was selling myself, and to family members. I referred many clients to the original lender and we all got much more value, both monetarily and personally, than just a single transaction because all three of us had focused on giving the best service possible to each other and just genuinely caring about one another as people. Another lead source a lot of us rely on is purchase leads. In real estate, the big sources are web aggregators like Realtor, Zillow, and Trulia. Insurance companies pay lead generators like QuoteWizard, and home repair people are paying Angie's List and Home Advisors, among others. Again, if you go to sales forums for the respective industries, you'll see countless arguments that these lead sources are killing the markets, ruining the industries, and making people go broke paying for leads that just don't convert. All of these things are true, and none of these things are true. The number one thing you need to do when you start paying for leads is close the fucking sale. If you can do this consistently and at a predictable pace, you can track your numbers and know your ROI and budget according to scale your business. For example, in real estate, realtors consistently complain about how they pay thousands of dollars to Zillow and get junk leads that don't close. Meanwhile, they neglect to say that they have no CRM, no 10 month follow up plan with dozens of fully scripted touches across phone, social media. Text message and mail to keep the leads warm until they are serious. They don't have a consistent sales process to effectively convince the buyer to work with them exclusively and guide the client to a purchase. They don't tell you that it took them so long to contact most of the leads back that they had already moved on to another realtor long before they even had the chance. You won't hear this because the realtors that actually do those things are busy showing houses to those customers, filing paperwork with lenders and title agencies, and following up with the same people the whining agents are complaining about being a junk lead. Now I'm not saying that every lead that comes through Zillow is a great lead. Even Zillow's own salespeople will tell you that leads only convert around 10 percent, but if they average out to convert at 10 percent on average, then some people are closing them at 3 percent, some at 5, some at 10, and some at 15 or even 20 percent. Now, if you think about the realtors that are closing them closer to 15 to 20 percent or complaining, you would be wrong, unless they were trying to convince other weaker agents that it's not worth the effort to reduce their own competition. As a matter of fact, they won't be saying much most of the time because they'll simply be too busy closing the very leads that the others are complaining about. Now, the thing with paid leads is that not all of them are equal. There are different levels of temperature, ranging from ice cold age leads to burning hot pre qualified ready to sign on the dotted line right here right now for the first person that answered the phone leads. Some services charge different rates based on the temperature of the leads that they provide, as well as varying costs for levels of exclusivity, urgency, and even live transfers. The key with paying for leads is you 100 percent absolutely need to have a plan and how you're going to handle them from start to follow up for asking for additional referrals after the sale. You have to have a budget and a script and be ready to execute when you turn the flow on. Do this, practice, perfect, and repeat or else you'll be wasting your money like the negative Nellies you hear complaining on the forums. Developing this plan is very industry specific and beyond the scope of the this particular book. However, we do offer individual and small group coaching and plan development at salescoachinglab. com. If you are responsible for generating your own leads, it is important that you are focusing on two things, quantity of your leads and quality of your leads. Without sufficient quantity of leads, every single pitch takes on the importance of a life or death struggle. And without the quality of your leads, you'll soon be burned out from losing the sale over and over and over. In order to balance these two, you will need a solid plan customized to your specific product, service, price point, customer base, and value proposition. The full scope of developing your own lead generation, again, is specific to your exact industry, location, product, and budget. It's beyond what this book can deliver. However, I do offer consulting services at salescoachinglab. com, along with a small group mastermind for the highest achieving salespeople in a variety of industries, where we collaborate and develop a fully fleshed out generate the generation plan that grows and changes with you over time, specifically tailored to you and your specific situation together.

Mixcast 4-8: 21:30

Chapter 13, outbound reach, aka cold calling. Most sales people hate outbound cold calling. Go on any sales related forum, bulletin board, or social media group, and you'll undoubtedly see someone saying something to the effect that real sales is door knocking or cold calling. And while these are great and valuable elements to your sales arsenal, depending on your situation, they may range from the only way you get leads and make sales to something that you rarely, if ever, do. In my career, I have cold called into small businesses, Fortune 500 companies, government, financial industries, and homeowners. And for many years, I spent my days making 100 manual outbound dials per day, battling gatekeepers and doing whatever it took. To get a decision maker on the phone, I've showed up unannounced at a business or a home and introduced myself with a smile and asked for an appointment right then and there, then pitched and sold on the spot. I have also worked in situations where there were systems in place that supplemented my outbound reach with inbound leads and in industries where 99 percent of all the leads were inbound and generated through advertising and other sources. The biggest thing to understand that is if you do not have a lead flow machine set up that provides you with a consistent stream of leads, then you will have to spend a large segment of your day on outbound reach. The two basic type of outbound sales campaigns are door to door sales and telephone cold calling. While they are very different in execution, they are very similar in process and function. They are both designed to get you in front of a potential prospect that you have likely never met before and who probably knows nothing about you or your product or service, who did not ask to be contacted, and likely expressed no prior interest, then set an appointment or make a sale right then or there. Door to door sales is a long, hard, thankless work that has. Being given a bad reputation by many of the unscrupulous characters that have come before us. Today, when going door to door, you're faced with cameras, and talking doorbells, and nosy neighbors, and even local laws prohibiting solicitation without a permit. You walk and knock in the rain, the sun, the snow, you wear out countless pairs of shoes, get barked at, yelled at stopped by the police, and if you keep it up long enough and are good at it. Enough sales to keep you knocking again tomorrow. Some of the highest paid salespeople in the country are door to door salespeople. On glamorous, blue collar, hard working men and women selling new roofs, solar panels, freezers full of meat, homes, schools, candy drives, and insurance, door to door is still going strong in the B2B sales, with people selling industrial products, payroll services, accounting, business consulting, alarm systems, employee benefits, and the list is nearly endless. If I left you off, please don't be offended. The book can only be so long, and the fact is that for all of the hate it gets, door to door sales is a skill set. That once acquired will allow you to make a living in a variety of industries for the rest of your life. Telephone cold calling used to be the 900 pound gorilla in the room and the phone was simply the number one most effective tool in the world to get sales and get them quickly in pretty much every B2B and B2C industry and in practically every country in the world. Modern technology and changing social norms is changing how we use our phones. Back in the days of landlines, it was considered rude to let the home phone ring for more than four times before you answered. You answered every call because there was no caller ID and no answering machine. Over the last few decades, the simple act of answering a phone from a number you don't know has gradually gone away. Text messaging, robodialers, spam voicemails, and address books built into our phones has caused many consumers to simply stop answering a phone for anyone they don't already know. Additionally, in younger generations, social norms are shifting to the point that instead of being rude to not answer a call, it's considered rude to call without texting first. Countless people have heralded the death of the cold call, but it's premature to count it out just yet. In B2B sales in particular, a lot of business is done over the phone, and gatekeepers still exist. In B2C, it's getting harder to get in touch with people by calling, but if they are interested in what you are selling, a well worded voicemail may garner a callback. You can get lucky often enough to start a conversation and even set an appointment. And I still, as I write this book, call strangers on the phone who don't know me and weren't expecting my call, then sell them insurance over the phone with a one call close. So while outbound reach is getting more difficult in some ways, it does take a larger outbound dialing volume to have the same number of conversations as you may have had 10 or 20 years ago. And You can do it with more efficient tools and in reality, achieve much the same results now as you would have before. Eight tips for success and outbound sales. Number one, set a schedule and follow it. Number two, focus outbound reach on people who are in your target market. Number three, qualify first. Sell second. Number four, get the appointment. Number five, follow a very specific script or process that allows you to control the call with confidence. Number six, track your numbers. Dials, knocks, prospects contacted, prospects converted to leads, appointment set, appointments made, sales made, revenue generated, commission earned. Know all of these. Number seven, track and adjust your plan to meet your sales goals. Always follow up with something physical or email to remember you by. A flyer, brochure, additional information supporting your value to the client. Now let's go through each of these in detail. 1. Set a schedule and follow it. This should be obvious, but the number one reason that people fail at outbound sales is simply not following a set schedule. Set a time in stone in your daily schedule and hold yourself accountable to never miss it under any circumstances. Remember, the seeds you plant today are the seeds you harvest tomorrow. Every single time that you deviate from your outreach schedule, you are sabotaging your own harvest. Number two, focus outbound reach on people who are in your target market. Blindly dialing just to feel busy is another reason a lot of people fail in sales. Being busy is not the same as working hard. Time spent reaching out to and connecting with people who are not in your market wastes both your time and theirs. Systemize a way to reach your target customers and connect with them, and only them. Rainmakers spend their time not just cold calling, but cold calling the right people. Number three, qualify first, sell second. Congratulations. Someone answered your call. And they want to talk. This is the part where we lose our heads and get overly excited about having someone actually take our call that we forget this step. Your top priority, now that you have a human on the phone, is to quickly determine if this person is someone who is qualified to do business with you. Do they need or use a product or service like yours? Do they have money to spend? Is there some reason that you will be unable to provide your product to them? Find this out quickly and if they qualify, move them into your pipeline. And if they don't, move them out as fast as possible so you won't waste your valuable time chasing them now or in the future. Early in your call, you have exactly two priorities. Do some basic discovery to find out if the lead has a capacity to purchase and find out if they have a need for your product. For example, if you're a realtor and you find someone is interested in buying or selling a home, you need to quickly make sure the person you're speaking with is not already working with another realtor. Are they pre qualified for a mortgage? Do they have the ability to buy or sell a house now or in the future? If you work in a car dealership, getting a quick sense of the client's creditworthiness can save you hours of sales process for someone who will never be able to finance a car. There's literally nothing worse than spending an extended amount of time with a customer only to find out after whining and dining them that you'll be declining them. Remember, a fast no is always better than a slow maybe because in sales, time spent with non buyers is time you'll regret not spending doing something productive. Number four, get the appointment. You found the prospect, pre qualified them, identified a reason to talk further. Now you want to move on to do your best to get the appointment. If you do in person, complex, multi step, B2B sales, in home sales, real estate, etc., you may be looking to set an in person appointment to come out and visit them. In car sales or other industries, where the client comes to you, you will be setting a place and a time for them to come to you. In phone sales, you may set a follow up time or even simply make a commitment to move forward with your sales process right then and there over the phone. No matter what you are selling, there is always a commitment to move forward to the next step of the process. It can be physical place, time, or just a transition in the pace or tone of the type of conversation that you are having. But there must always be a transition from introduction and prequalification into the discovery, presentation, and closing process. You must do this consistently each and every time with your client to make sure that both you and they know that you're moving along to that next step. While this may sound complicated laid out this way, it really is just simple, honest communication. In real estate, Mr. Smith, I think that in order for me to get the full picture on how I will be able to help you sell your home and provide you with an accurate fair market value for your home, I will need to see it in person. I'll prepare a report with recent comparable sales and take some photos to send to my pre approved buyers list. You'll also be able to learn more about me and my proven process for helping you sell your home quickly for fair value. Will Tuesday afternoon or Wednesday evening work best for you? Auto sales. Mr. Smith, thank you for filling out your credit app online. That's going to save you a lot of time. If you find a car that you want to purchase, the next step is to come in and see the vehicle in person, take it for a long no obligation test drive. So you'll have plenty of time to decide if it meets your needs. And only if you absolutely love it, we can talk numbers. I have Tuesday afternoon or evening available. Which works best for you? Phone sales. Mr. Smith, thank you for answering those initial questions. I feel very strongly we have a great solution for your needs. Let's take a few more minutes right now to dive in a little deeper into this while I build a custom solution I think you'll really like. In each of these examples, the salesperson is moving the conversation to the next necessary step required to pitch the client. It's telling the client that this is what's intended and making the intention to make a sales appointment completely clear. This approach is respectful, informative, and honest with the customer and results in minimal pushback from reasonably motivated customers. If you get objections to the appointment, ask a clarifying question to find out the reason that they're unwilling to move forward. Something like, Mr. Smith, we seem to have a product or service that works well for you and seems to fit your needs with the information we have so far. Is there any reason that you're hesitating to explore the next steps? Listen to their answer carefully and just talk to them about the benefits of moving to the next step. And if they are a hard no, find out what common ground you can to move forward at a different date or time and set the appointment for a time they like, even if it's far into the future. If you can't secure an appointment to discover, present, and close, at least set an appointment to call back to pick up where you left off. We will go over objection handling techniques in more depth later in the book, but the main thing you need to do is get the appointment, and if that's impossible, get permission to follow up and set a clear expectation of your next steps together. Number five, follow a very specific script or process that allows you to control the call with confidence. We're going to go over scripting in more detail in another chapter. The key thing I'm going to mention here is that script is not a bad word. Need proof? It's six letters long, so it's none of those three or four letter bad words everyone is afraid of. So why are scripts looked down upon so strongly in the sales community? Every time I brought on a new sales hire, I always gave them a well planned out script. However, almost 100 percent of my new hire's reaction was, I don't want to read from a script. I get it. Salespeople are an independent minded bunch. We tend to lean more into overconfidence and, dare I say, arrogance. And one thing we almost universally hate is reading some boring, awkward script over and over on our sales calls. So if you hate it as much as I do, here's my simple advice. Don't make the script boring. Read it. Understand it. Internalize it. And most importantly, own it. Work that script so hard you'll win an Oscar. You don't have to feel like a robot. You don't have to sound exactly like everyone else. As a matter of fact, I recommend varying the script a little. You can change a few words here and there, adjust the tone and the pace, let the customer and their needs guide you along the way. But most importantly, have your script built in a way that it brings you back on track and keeps you there. Scripts are your friend because scripts make sure that you don't skip a step and have to end up working three times as hard as you needed to get the sale. Number six, track your numbers. We've already gone over a lot of detail on the subject of why it's so important to track your numbers. Go back and read those sections again. If you don't know your numbers and you can't set your goals, Know what you need to change or measure your progress. It's safe to say, I believe knowing your numbers is one of your most basic required competencies if you plan to succeed in sales, number seven, track and adjust your plan to meet your sales goals. If you aren't hitting your sales goals, adjust your activity levels, adjust your script, adjust your objection handling, adjust your target market or lead source, adjust anything you can that is in your control and that you are tracking numbers so that you have the data to show what You are changing is working or not. It's just as important to not break what is working as it is to fix what's not. And having a 100 percent consistent approach backed up by data gives you the tools that you need to fix any step in your process that is costing you sales. Number eight, always follow up with something physical or email to remember you by. A flyer, brochure, additional information supporting value to your client. A lot of people advise against this. I've heard plenty of people suggest a hard close, like, instead of sending you some more information, how about we just send you the contract after we finish up? While in certain cases, for impulse purchase type sales, this may work, for larger, more complex purchases, it may be in your best interest to proactively send the customer more information. We live in a world where customers have more power than they have ever had before. Customers read reviews online, leave reviews online, and want to feel secure in both the products and the people they are working with. Customers in today's age expect to be treated with respect. Give them the ability to research your company and support their buying decisions. And you will increase both sales and retention when a customer asked me to send more information or see something in writing. I simply ask what information do they need and why do they need it? The answer is usually something simple, like I feel overwhelmed by all the information you've given me over the phone, and I'm just really more of a visual person in that case. I simply ask them if they're able to check their email right now, because. The information is already there, and I'll be glad to go over it with them in detail right now. If the person was telling me the truth, they really just do feel more comfortable seeing things in writing, they'll be very thankful, and we will discuss everything I just sent them. Alternatively, if the request was for more of a stalling tactic, or a customer is attempting to be polite just to get me off the phone, when I ask them what information and why they need it, They'll usually just give me an objection like I just need more time or I need to print this out and show it to some non present person like a spouse or just some random made up excuse that makes no sense whatsoever. Either way, you have to put the person on the spot, keep yourself in the driver's seat with a push to either move forward right now or get to the root of the real objection. Customers assumptive tone that you'll have when you're sending the information immediately and directly begin to go over everything with them. It breaks down a social norm and they haven't practiced dealing with that response. You'll be surprised how far this simple courtesy will take you. If you are simply setting an in person appointment, and the customer is asking for more information instead of an appointment, Simply ask what information they need and why. Listen to their answer and then let them know you'll drop it off in person. Ask if Tuesday morning or Wednesday afternoon works best since you'll be handing to them personally and will only need five minutes of their time to quickly explain the information you're dropping off and will be out of their hair quickly and they can have all the time they like. Take the sales pitch out of the equation, but still set an appointment. An appointment to give them information they want before setting the appointment. When you drop the information off, stick to the five minute promise and offer to leave. If the customer has any interest at that point, they will usually offer to let you stick around longer. If they don't have interest, they usually will refuse to even grant you the five minutes. Drop the information off anyway, and respect your customer if you want a chance to sell them again in the future. If your customer is not ready to purchase right now, still send the information, like a brochure, depending on the profit per sale, a free gift of some kind, or company swag that will keep your name fresh in their mind someday when they are ready to purchase. If you are setting a meeting at a future date, sending them some informational content can go a long way towards priming the customer to be ready to purchase, since it will eliminate an objection in advance. If you get objections at any stage of the appointment setting process. Simply follow a low pressure objection handling process where you softly probe for the reason for the objection and offer a customer benefit focused solution. When cold calling, it's important to remember that in order to move from a cold call to a warm call to an appointment to a sale, the customer has to want to keep talking to you. You called them. You've interrupted their day and they didn't want to talk to you in the first place. Make sure that they understand you respect that and quickly focus on what you can do for them, not what they can do for you. Make sure that they understand that you want to be respectful of their time. This goes a long way. I often lead cold calls with a phrase like, I realize you weren't expecting to hear from me today, and if you're like me, you're sick of getting bombarded with cold calls. I promise to be efficient with your time. I am just going to ask you three quick questions to see if it even makes sense to talk further. And if not, I'll take you off my list and you'll never hear from me again. Fair enough? Try something like this. Modify it. Make it your own, but try every time. With, say, the next 20 people you cold call, and then decide if it works for you like it does for me. The key, no matter what you say on the phone or who you are calling, is to have a firm, friendly, relaxed, and confident tone. Whenever you're cold calling, you want the customer to be able to feel through the phone that you are not some pushy, slimy, dishonest salesperson who is only interested in their checkbook. When calling your clients, you need to internalize the belief that you are calling them because you have something to offer them that is in their best interest to hear about. You also need to understand that it's not up to you to push them into seeing things your way, but to confidently lead them in a way that they choose to follow you to that conclusion in a way that feels like it was their idea all along. The more savvy and sophisticated and analytical your target market is, the more important this becomes. Summary. the key to being effective at cold calling, whether over the phone or door to door, is to be consistent. Consistent effort, tone, body language, schedule, script, closing. Objection handling, follow up, most people I see fail at cold calling or door to door knocking fail because they simply lack the discipline to generate a plan, follow that plan, and then do it again exactly the same way day after day. The most successful salespeople I know are like machines. They do it exactly the same way every day without fail. People that make excuses, procrastinate, don't follow a consistent schedule, and allow distractions to get in the way of picking up the phone. And dialing or getting in the car and knocking that first door every single day, no matter what, will almost always fail.

John: 40:23

Chapter 14, Double Your Appointments. You have leads. Now you need to bring them deeper into your sales pipeline to convert a lead into a prospect. The first step is setting the appointment. What is an appointment? Most of us think of an appointment as setting a time and place in person over the phone or through a virtual meeting, such as a Zoom meeting. An appointment is really just any time or place in which the customer has given you permission to speak with them about your product or service. This doesn't have to be at a future date. It can be right here and right now. As a matter of fact, the sooner you are able to actually conduct the appointment, the better your chances are of making the sale. The longer the time between your initial contact and the appointment grows, The lower your chance of making the sale gets. Remember one of the most important factors in making the sale is timing. Customers are most likely to make a purchase when they feel an urgent want or need. They usually will inquire about a product or service when they start to feel the need growing. Some products and services have a long lead time, stretching into months or years, while some are more immediate. For example, a client interested in a high end luxury car with six months remaining on his lease may spend several months researching various options and reach out for information relatively early in the process. His sense of urgency is not there, but his interest is. A low credit budget car buyer who has no way to get to work tomorrow, if he can't get a car today, has a high sense of urgency right now. And the main question he will ask is, what car can I qualify for today? Both buyers need to be treated with respect and given what they want, when they want it. And it is the salesman's job to find out if the timing of their perceived need and provide value corresponding to that timeline. And most importantly, set appointments to gather information, provide information, keep the lead warm, and then present it at a time when the buyer is most likely to feel the greatest sense of urgency. The single most important thing you can do to convert leads into prospects is to build a rock solid lead follow up process. One that gives you a predictable, consistent outcome is executed flawlessly every time and moves them down the sales pipeline the same way every time. This is the top weapon in your arsenal and is what separates the top dog from the stray pups. The main type of leads we get are web leads, inbound leads, walk in, outbound calls, social media, referrals, past age leads and dead leads. It doesn't matter how you get the lead. The key thing you need to do in every single sales opportunity is to build authority, urgency, and direction into the process. And most importantly Keep it fun. Authority. Establish yourself as an expert. People follow leaders, so be a leader in every sense that you can be. Provide information not just about your product and your company, but about your own personal qualification as the right person for them to trust to fix this particular problem. Statements like, I've solved similar problems for over 400 clients, including myself, over the last five years. And I'll make recommendations for you based on both my clients feedback and my own personal experience for you today. Urgency. A good time to talk about your product or service is soon. A better time is now. And the best time is right now. Provide a valid reason why hesitation may not be in your client's best interest. Are prices increasing or unpredictable? Is there a supply and demand issue? A lead time they need to be aware of? If so, make sure and let them know so that they don't fall victim to the belief that the same deal will always be there giving them unlimited time to make a decision. Think about it. If you have planned to go to a nice place for dinner, but you show up at 1pm right after you've eaten your lunch, you'll browse the menu, think about what you might want to eat, and 7pm, you'll get serious about finally choosing your top 3 picks from the menu. However, if you show up at 645 for a 7pm dinner that needs to be over by 8pm so that your party can make their flight out of town, you'll make a decision after a quick glance and your primary concern will be whether or not the dinner can be made quickly enough for you to meet your deadline. Similarly, if you find out when you get there that they have as much chicken left as anyone could ever want, but they are down to the last steak, you'll most likely order steak, even if you were on the fence just so you won't miss out in the event that you were eventually going to choose the steak. If you hate steak, you'll still order the chicken, but if you were even remotely on the fence, there's a damn good chance you'll order that steak. Statements that build urgency include, this is the only one we've had available and we're not sure when we'll get another one in stock again. The factory has a limited time incentive on this particular model that is ending today. If you are on the fence, this is the time to get off it while there's still time. Or, we're closing in 15 minutes. We still have time to get this process before we close, but only if we make a decision now. Direction. The key thing to do is not let things stay the same. Sagnation is the enemy of sold. Without direction in your sales process, your sales will become unreliable. You can't get lost in the conversation, allow your customer to take you on tangents, or simply allow things to simmer while the customer is thinking about ways to manipulate you instead of you leading the customer. You must have a planned process that keeps things moving along a predetermined path towards an appointment or a sale. It must be customer need based and focused on what you need from the customer in order to meet those needs. Finally, it must possess a call to action that asks for the appointment at a definite time and date and sets the next steps. Fun. Think of a time when you bought something just because you had a smile on your face. Now think of a time that you bought something when you were tuned out, bored, annoyed, angry. Or just really not into it. Chances are, you can easily think of many times you had fun and ended up buying something or spending more than you planned, or bought something extra. Maybe even sent your friends, family, or professional contacts to that particular company or establishment. I'll bet you can also think of a time when you started out interested in something and walked away, because something just rubbed you the wrong way. Maybe you even bought something, but regretted it. Left a bad review and told everyone you knew to avoid that place like the plague. Fun is an important ingredient in setting the appointment and in every step along the path to your sale. Really connect with your client on a personal level. Find as much enjoyment along that path to the sale as you can for both of you. What do you do to make your appointment setting experience or sales process fun for your client? Do you have any pre planned, rehearsed icebreakers? Do you go out of your way to find humor and a smile? Do you treat them like a friend you are so lucky to meet for the first time? Do you have any unusual features or benefits that you just really enjoy demonstrating? Think about opportunities in which you can build a fun vibe around your appointment setting process. In order to build authority, urgency, direction, and fun, We first have to know a little bit about our customer and their motivation. The best way to start out with an advantage here is to have a qualified lead, i. e., you have a lot of information about them. A qualified lead is a lead in which you know their contact information, their interest in what they are looking for, their budget, this can include things like credit worthiness, Their timeline, their purchase motivation, I call this the why, as in why are they looking, and most importantly, their attention. If they ain't listening, they ain't buying. A few examples. A realtor gets a buyer off of Zillow, a referral, or for their own personal website. It doesn't matter where the lead came from. The important thing is a potential buyer filled out a form or otherwise expressed interest in purchasing a home. For our example, we're going to assume this was a non exclusive web based lead like you would get from Zillow, Trulia, or some other aggregator. The realtor gets an email. or text message notification that a lead has come in. At the same time, it is likely that several other realtors have gotten the same lead expressing an interest in the same property. 80 percent of buyers will gladly set an appointment with the first realtor who contacts them back to schedule a showing. So in this instance, the most important thing you can do is reply to the lead nearly instantaneously. These leads often include some basic information including contact information and a very specific property they are interested in. However, it's up to the Realtor to gather the rest of the information and convert the lead into an appointment. I train Realtors to reply by email and phone at the same time whenever possible and get the communication with your client started before the competition. Once you get the client on the phone or communicating by email, you must fill in the gaps and get the information most importantly. on their budget? Are they pre approved for a purchase in this price range? Are there other homes that they would like to see? And why are they looking? Are they already working with another agent? If so, do they have a buyer's agency agreement signed? If the answers look like a good fit for working with you, set the appointment and meet them in person to pitch yourself as an exclusive buyer's agent ASAP. And if they are not a fit, let them go and become someone else's client or problem. In auto sales, you often get a web lead that will be a client requesting information on a specific car on the lot. Again, send them an email immediately and call them on the phone within two minutes of the lead coming in. If you want the best chance of connecting with them, you'll usually have a name, a phone number, and an email address along with one car that they have an interest in. Fill in the blanks and set an appointment. Find out why they like that car. Are there others that they may be interested in? Similar models? Maybe they requested info on the sports car, but they really need an SUV. Find out and get them into your showroom to show them the vehicles and get the deal done as soon as possible. An in person example. i. e. setting the appointment right here, right now, and closing the sale. Think about a time when you were looking at something that you were seriously interested in buying. You might have been interested in a new TV and found yourself at a big box store with an eager non commissioned based employee who was happy to answer all the questions you have about a new TV. You asked about resolution, smart features, and gaming performance. The associate filled you in on the refresh rates and some advanced features you didn't even know were a thing. Soon you were overwhelmed and had just looked at every single TV in the place, and never once were asked for a sale. You may have bought a TV, or you may have walked out frustrated, drove home and looked up some customer reviews online. While you went there interested and motivated and ready to make a purchase, the randomness of the interaction, the lack of direction left you feeling alone. An unsure of your decision. Now let's say instead, you walked into a smaller family owned store with commissioned salespeople. You walk in, start showing interest in TVs, and a friendly, knowledgeable salesperson asks you, If you are looking for product information, pricing information, or both. You answer, you aren't sure. So he asks you, why are you looking for a new TV today? You explain that your old one is much too small, the picture's not great, and the sound is anemic. You want something that better fills your room, and you can actually enjoy watching. He may ask you about your timeline. You reply that if you find the right thing, you'll buy today, but you're in no hurry. He asks you about how big is your room. And you tell him. And then he asks you what kind of things you watch. You, of course, like action movies and sports. He inquires about your budget and you tell him, you know, 800. He informs you the TV you're looking at, while in your budget, are much too small and not high enough quality to fit your needs. He does have one just a few dollars above that will get you closer He takes you over to the one that is a few inches bigger and eight hundred and fifty dollars Just a few dollars higher than you wanted But it looks and sounds pretty, pretty good. Upon seeing your interest, he says, Now, if you can stretch your budget just a tiny bit more, there's one over here that I think you'll like a lot more. It's called the Above Average Tech 4K. It's about 950, but the quality difference is immediately apparent. He tells you he's sure you've found the one. Now let's go look at sound systems that coordinate with this TV. On the way to the sound systems, there's a solitary TV called the XL Diamond Pro 9000, set up that looks It's just like it's on a different level than the others. You don't see a price, but you ask the salesman about this one. He informs you that this one is beyond your budget, but is definitely one that would exceed not just your needs, but your wildest dreams. He then begins to show you a demo of this TV and all its bells and whistles, and you forget that you're in a TV store. Convinced you're in an IMAX theater, then he pulls you away to go to the sound systems. You ask again about pricing. He states it's well above your budget and continues the sound systems. Shows you a few and you're blown away by the setup they have in the sound room and definitely need surround sound now that you didn't even know you wanted when you walked in. He walks you back to the TV you chose. Right past the TV of your dreams and starts to write up the sales ticket. And you ask one more time about the other TV's price. The XL Diamond Pro 9000 is 3, 000, which is why I didn't mention it earlier. He says now I spend more than that on a lot of things. I enjoy a lot less than this So I figured for me it was worth the investment. I am starting to see that it is for you, too Which TV do you really want the above average tech 4k or the XL diamond pro 9000 if you're like me You walked out with the TV that was three times your budget and a surround sound system to go with it this happened to my mom and I when I was still in high school. We went to look at a TV to replace our 20 inch dinosaur. We went to Sears first, then to a family owned place called B& B, and walked out with a 4, 600 rear projection by NEC, a full surround system, and 32 years later, we still remember our salesman, Flint, who used this exact technique to finesse and upsell us into a purchase we never once regretted. Well, my dad may have regretted it when he found out the price, but He ended up loving that TV so much that he ended up going back a few years later to have Flint help him with a TV when they moved to a new house. The difference in approach between the big box and Flint is that Flint had a plan. He asked questions, showed us options, directed us to solutions that he felt met our needs first and our budget second, offered cross sales that met our needs and upsold us in a way that was so low key that we upsold ourselves because we felt that he believed that he had the right solution for us. It was a planned, repeatable process that I saw him perform on other customers when I was back in the store at a later time, and even once more with me when I bought a small 20 inch TV for my college needs. He kept things moving, not just for the sake of moving down a predefined, natural path that led us directly to the sale. To the upsell and the cross sell, all while keeping the entire process fun. This meant that he not only got a bigger commission that day by upselling and cross selling, but also earned multiple follow up sales from us as well as referrals from my family to others. By being consultative and professional, focusing on our wants and needs, and then presenting solutions, he was able to turn a prospect into a customer and then into a client.

Mixcast 4-12: 55:00

Chapter 15. Car sales appointment setting script. Incoming lead auto appointment setting script. When you are spending money on marketing and advertising, it's important that you have a consistent process to get the leads generated into your sales process. Below is a script template that I have used successfully in building automotive call centers for name brand retail dealerships. The key thing is that this process is easy to teach, easy to follow, and does not require rigid robotic word for word scripts. It requires our BDCs to think on their feet, gather information about prospects, wants and needs that the sales staff would later use to help sell the vehicle, and most importantly, set the appointment to get the lead into the showroom. Key incoming call script concepts. A short introduction, then right into discovery phase, focusing on the vehicle they inquired about, the reason for the call first, allows them to connect with you and keeps them invested in the rest of the call. Needs discovery comes immediately after you have gathered information about the vehicle they inquired about in order to find out if the vehicle is really the one that they want, or if you have multiple options that fit their needs. Discovery is designed to build flexibility in things like vehicle color, style, and budget. Often a vehicle will sell before a client's appointment and having a backup or two prepped and ready can save a sale and sometimes even fit the client's needs better than the original car. After discovery, always restate the client's needs back to them to reinforce that you are on the same page. GIve only 2 or 3 options on appointment availability, and keep narrowing down to a specific date and time. Clients often balk at, can you be here at 2. 30 on Wednesday, but will respond positively to does morning or afternoon on Wednesday work best for you? Afternoon? Okay, I have a 1pm and a 3pm, which do you prefer? IT takes two to three steps to narrow down a specific time. You can ask the customer, does Tuesday or Wednesday work best for you? They'll say something like, um, Tuesday, morning or afternoon, afternoon. I have a 115 and a 345 available. Which works best for you? 345. This works more reliably and with fewer objections than asking, When can you come in? They'll say, Um, I'm busy, I'll call back. Lead the customer to the appointment while allowing them to feel in control. This gives you more control and leads to a more consistent outcome. Always give the client your contact information to reinforce that you are a real person and create two way accountability. If the client thinks of you as a random voice on the phone, they will be more likely to lie to you, verbally abuse you, and flake on your appointment. But giving you a quick exchange of information and introducing yourself as a real human will make your customer more likely to behave more predictably following social norms. Get a backup phone number and email address in case the client does not answer their primary phone. Clients will often not answer their phone, but will respond if you reach out using multiple media. Always follow up to confirm appointments the day before and the day of the appointment. Stuff happens. Your client may forget, have something come up, or change their mind. Following up keeps appointments on track, makes the client feel accountable to you, and increases the likelihood that they will show up, and reduces the likelihood that you'll have a full calendar in an empty office. Use whatever technology you have to do this. Email, text messages, calendar invites, etc. Make sure that your appointment is not something that they can just forget. Knowing that you are a real person who has set time aside and put effort into meeting with them also makes the client more likely to not want to stand you up versus viewing you as a random retail employee who will be there anyways. The script can be modified for pretty much any lead follow up industry. Play with the order of steps, the number of steps, and find what works for you. Don't forget to test multiple versions to find out the one that gives you the highest return on investment. Modify your script for every lead type you have. Incoming call, fresh web lead, new car, used car, service appointments, aged lead, etc. Develop follow up scripts to keep your leads engaged. First call one day, two days, four days, one week, two weeks, three weeks, four weeks, two months, three months, four months, etc. Keep following up until the lead is purchased from you, purchased elsewhere, is no longer in the market, or has asked you to stop. Follow up by every media that you have available. Phone, email, postal mail, social media, ad retargeting, etc. Incoming call guide BDC. First step is your introduction. Thank you for calling XYZ Motors. This is John, how may I assist you? Client will say, I am calling for information about the black truck you have advertised. Step two, personalize. Great! First things first, if you have a pen and paper handy, I want to give you my name and direct number, so if anything happens to our call, we can easily reconnect. Let me know when you are ready. Step three, get basic client information. Next, I need to verify your information is correct. Your last name is spelled blank, and your first name is Blank. Step 4. Initial Discovery. Identify the advertised vehicle and enter it into your CRM. Which car specifically were you calling about? What was the year, make, and model? Oh, that is a very nice car. Next, add something specific and positive about the vehicle to validate the client's interest. I really liked the performance package on that one. So where did you see the ad? Step five, needs discovery. What interested you in this particular vehicle? Step six, determine primary motivation. Which is more important, style or price? Create flexibility. If I had other vehicles in that similar style or price range, would you be interested in seeing those as well? What equipment are you looking for? Do you prefer vehicles with lighter color or darker colors? Why is that important to you? Step 7. Restate needs. It sounds like you're looking for a convertible with a performance package. Did I miss anything? Step 8. Check availability and get the rest of your client info. I'm going to have to check my availability to make sure we have a vehicle that meets your needs. This may take a few moments. What is the best number to reach you if we get disconnected? Step 9. Verify inventory. Okay, thanks. Perhaps I can speed up the process. Would you mind if I place you on a brief hold? Step 10. Availability. Review and set specific appointment. Okay, so would Tuesday afternoon or Wednesday morning work best for you? Early morning or late morning? Would 8 15? Or work better for you. Step 11, give driving directions. We're located at 123 main street. So you'll be coming from the east. That means when you get there, you're going to turn left into our driveway. We are the building on the left, come directly into the door in the center, and we will be expecting you. Now, I also would like to send you an email with the details. Uh, what was your email address again? Step 12, set expectations for the appointment. I'll have the vehicle ready and pulled up front. If you're running late, just give me a call, okay? And I'll return the courtesy if something comes up on my end. If I can't reach you at this number, what's the next best way to reach you? Thank you. See you Tuesday at 1045 a. m. Create a lively positive persona to make the script work for you Robotically following the script may not yield the best results on any given call So test the order of the steps, modify the wording, and create a naturally flowing conversation that leads to the appointment. The important thing is in order for the process to be effective, you have to aim to hit every single point on every single call. You also must have a plan in advance for how things could not go according to plan. For example, if the vehicle is unavailable or the customer does not want to set an appointment. Need a script process developed for your specific needs in industry? We offer custom script development for any industry and need at salescoachinglab. com.