Techniques & StrategiesThe first objective is to master the flow of concepts. We have developed the following techniques and strategies to help with various aspects of the call flow.
That's a Great Question
You will undoubtedly get a question that you will not know the answer to. If you have a canned answer to all questions that you don't know, then you will never have to worry about being asked a question you don't know the answer to. We need you to be in a position of confidence no matter what question may be thrown at you. Never tell a contact that you don't know the answer. That sends the wrong message. It tells them that you might not know enough to help them. Instead, you must give them a natural sounding canned response to questions that you don't know the answer to. That canned response should include a compliment first. When you compliment them it catches them off-guard, cause they were not expecting it. But, a compliment is still a compliment. You want to compliment them for asking such a great question. Your response should communicate that even if you don't know the answer, you know where to go to get the answer. (Q) Is the principle and interest calculated together?
(A) That's an excellent question. I'll go find that out for you, for sure. [transition] (Q) does that house come with HOA fees? (A) That's a good question. I tell you what I"m going to do. I will research that for you and let you know. [transition] (Q) Does the Foundation know any famous people? (A) That's a great question. I will look into that for you and you can count on me to get you the answer. [transition] If you ever get a question that you just don't know the answer to, don't wing it.
Compliment them on that question and then let them know that you will get the answer for them. Transitioning back into the call flow should be easy because, it's clear you don't have the answer to that question, but, you didn't say that. It should put that to bed. All the relevant information the caller needs to have you will be discussing with them, you just haven't made it that far yet. |
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Build a "Pros & Cons List"
A pros & cons list is one of the best techniques you can deploy when helping a caller to move to the next step in the process. The pros side of the list is simple to build, just make sure you include their motivating factors at the top of the list. After you build a good list of pros ask them if they can think of any cons. The idea here is that the pros list will always be lengthy and the cons list will be short. In many cases the their will be no cons at all. This is your chance to point out to them the logic of moving forward.
A pros & cons list is one of the best techniques you can deploy when helping a caller to move to the next step in the process. The pros side of the list is simple to build, just make sure you include their motivating factors at the top of the list. After you build a good list of pros ask them if they can think of any cons. The idea here is that the pros list will always be lengthy and the cons list will be short. In many cases the their will be no cons at all. This is your chance to point out to them the logic of moving forward.
"Mr. caller, the experts say that if the pros out number the cons that you're probably making a good decision. In this case, the pros are overwhelmingly in your favor... so, it would be in your best interest to attend this workshop."
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You can switch "attend this workshop" with complete the enrollment or any other action step in the work flow. You can also use this pros & cons list as leverage to overcome any objections that arise.
Scaling "1" to "10"
Scaling is the term we use to "rate" the contact's desire for something we just discussed with them. Scaling or rating technique is critical for for ensuring they are truly following your call flow. When you are reviewing the benefits of home ownership for example, you can summarize the benefits and then pin them down by scaling them. If they scale high, say a "10" then you can move to the next topic. If they are anything less than a "10" you have to wonder why? Scaling gives you the opportunity to "take-a-moment" and briefly backtrack and probe a little to see where you lost them or what is distracting them, to see why they are not where you want them to be.
Scaling is the term we use to "rate" the contact's desire for something we just discussed with them. Scaling or rating technique is critical for for ensuring they are truly following your call flow. When you are reviewing the benefits of home ownership for example, you can summarize the benefits and then pin them down by scaling them. If they scale high, say a "10" then you can move to the next topic. If they are anything less than a "10" you have to wonder why? Scaling gives you the opportunity to "take-a-moment" and briefly backtrack and probe a little to see where you lost them or what is distracting them, to see why they are not where you want them to be.
Rate their desire. On a scale of "1" to "10", with "10" representing the fact that you would do just about anything to acheive these goals and "1" being not so much, how would you rate your desire for these benefits? We only work with a "10". If they are less than a "10" --- why? The "rating" technique is critical for several reasons. First, it confirms that the contact is with you in concept. This isn't about going through the motions, it's about getting the contact to arrive at each concept properly.
Rating their desire is one simple way to make sure they are with you. If they say a "7" or "8" or anything less than a "10", then you MUST STOP and find out why. This is your opportunity to find out what might be distracting them or what is going on in their head. You have to turn them into a "10" before you can move to the next concept in the flow.
Rating their desire is one simple way to make sure they are with you. If they say a "7" or "8" or anything less than a "10", then you MUST STOP and find out why. This is your opportunity to find out what might be distracting them or what is going on in their head. You have to turn them into a "10" before you can move to the next concept in the flow.
"Mr. prospect, on a scale of "1" to "10" with "10" representing I'd do just about anything to get [insert whatever they want]
how would you rate your desire from "1" to "10"? [if they say "10" move on] "Mr. prospect, help me understand why you're not a "10". Is there something specific you have in mind that is keeping you from strongly wanting [insert whatever they want]? [identify reason & overcome it] "Mr. prospect, what I hear you saying is that you feel like your credit is so bad that you don't believe you can be a home owner, yes or no? "If we took care of that and helped you, would you want to be a "10", yes or no? "Great, because i have a lot of people that I'm working with who would be thrilled to participate in a program like this |
Horse & Cart
This topic is more of a strategy to get or keep your contacts focused on what matters. A contact may ask you questions that really just don't matter. But, you can't tell them that, or at least it should be the last resort, if the "Horse & Cart" technique doesn't work. The following questions just don't matter. We have to find a way to answer these questions when they are thrown at you in your call flow.
This topic is more of a strategy to get or keep your contacts focused on what matters. A contact may ask you questions that really just don't matter. But, you can't tell them that, or at least it should be the last resort, if the "Horse & Cart" technique doesn't work. The following questions just don't matter. We have to find a way to answer these questions when they are thrown at you in your call flow.
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These are just some of the questions that a contact may ask you. None of these questions are relevant. It is most likely that they can't get that property or that house. They most likely have credit, income and money issues. But, you can't tell them that way, unless it's a last resort.
Instead, consider using the "Horse & Cart" technique.
Instead, consider using the "Horse & Cart" technique.
"Mr. prospect, have you ever heard of the horse & cart saying? You know the one about putting the horse behind the cart? Have you heard that saying before, yes or no?
[no matter what they say] They say that it doesn't make sense to try and put the horse behind the cart, and expect the cart to pull the horse. That doesn't make sense, right? The horse has to be in front of the cart to pull it. There's a certain order of things, you know. Well, it's kinda the same thing with your question. [insert their question] At this point, to talk about that...just isn't making sense to me, it's like putting the horse behind the cart. We know that you have issues with either credit, income/debt or budgeting, or all three....right. So, what makes sense to me is that we concentrate and focus on addressing these points FIRST. I know you agree with me on that, yes or no?" |
Give them what they want
If they are persistent on asking a question that is not relevant, there is another strategy that is less desirable but effective none-the-less. With this strategy you want to turn their question around, no matter what it is and just give it back to them.
If they are persistent on asking a question that is not relevant, there is another strategy that is less desirable but effective none-the-less. With this strategy you want to turn their question around, no matter what it is and just give it back to them.
Question
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Give it back response
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In this strategy, no matter what question they ask or statement they make, you turn it around as if we could give it to them. Then you're by-passing the entire argument. Avoid committing to anything. Rather suggest that if we could take care of it, let's get back to the point and the program. This strategy can be utilized in multiple points of the call-flow.
After giving the question or statement back to them, you have to transition back into the call flow. There are varying techniques and ways to accomplish this depending on the question.
"We'll see about helping you get that, if we can. In fact, our program will most likely be able to help you with that."
[go to the next topic]
After giving the question or statement back to them, you have to transition back into the call flow. There are varying techniques and ways to accomplish this depending on the question.
"We'll see about helping you get that, if we can. In fact, our program will most likely be able to help you with that."
[go to the next topic]
Feature - Bridge - Benefit - Tie Down (fbbtd)
If you could get your contact nodding their heads in agreement with every major point you cover with them, your odds of completing the enrollment would go up, right? If you could get them saying "yes" to almost any statement you say, long before they even get to the close, how valuable would that be? Did you find yourself agreeing with these two statements? You've just experiences a technique call a "tie-down". This technique is designed to get your contacts saying "yes" to multiple little questions, so they will say "yes" to the bigger ones later. Get them agreeing with you and used to saying "yes". Psychologically speaking, they will then be more likely to say yes when you ask them to complete the enrollment. A tie-down is a short phrase that can be added to a statement to turn it into a question with a "yes" finish. You use a tie-down to turn a point that you want to make into a question that your contact will agree with. It's one way of getting your contact to start saying "yes" long before you ask for the enrollment.
If you could get your contact nodding their heads in agreement with every major point you cover with them, your odds of completing the enrollment would go up, right? If you could get them saying "yes" to almost any statement you say, long before they even get to the close, how valuable would that be? Did you find yourself agreeing with these two statements? You've just experiences a technique call a "tie-down". This technique is designed to get your contacts saying "yes" to multiple little questions, so they will say "yes" to the bigger ones later. Get them agreeing with you and used to saying "yes". Psychologically speaking, they will then be more likely to say yes when you ask them to complete the enrollment. A tie-down is a short phrase that can be added to a statement to turn it into a question with a "yes" finish. You use a tie-down to turn a point that you want to make into a question that your contact will agree with. It's one way of getting your contact to start saying "yes" long before you ask for the enrollment.
Common Tie-Downs
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Tie-downs compliment features vs benefits. Features are what our program has or does for the contact. Benefits are why that contact would want those features. What will our program do for them? for example, if you have something that is metal instead of plastic. Metal might be a feature. But, the benefit might be that metal is more durable, longer-lasting, or unbreakable. A chair for example. The feature may be that it has four legs. The benefit is that with those four legs, you have balanced support when sitting. The mistake would be to just explain that the chair has four legs. You have to go the extra step and explain what the benefits of having four legs does for them. That's the difference between selling the feature vs selling the benefit.
Take the story of the group of hardware salesmen trying to sell a drill bit. Every one of them would explain to the customer the type of bit, the size of the bit, what the bit was made of, how strong it is and feature after feature they describe to the customer about the drill bit. The benefit to the customer of a drill bit is what? It is not the size, the type or what material the bit is made of. The benefit to the customer of a drill bit is that it will make you a "hole".... that is what the customer ultimately wants... a hole!
Take the story of the group of hardware salesmen trying to sell a drill bit. Every one of them would explain to the customer the type of bit, the size of the bit, what the bit was made of, how strong it is and feature after feature they describe to the customer about the drill bit. The benefit to the customer of a drill bit is what? It is not the size, the type or what material the bit is made of. The benefit to the customer of a drill bit is that it will make you a "hole".... that is what the customer ultimately wants... a hole!
Remember people commit their money based on emotions and then they justify that decision logically.
Let's take a feature and expands it to a benefit and close it with a tie-down, and let's use the topic of tie-downs as the subject matter.
Feature
tie-downs lead to a "yes" |
Bridge
this is great for you because... |
Benefit
it gets contacts nodding their heads in agreement with every major point... |
Tie-Down
this would likely help you increase your enrollments, wouldn't it? |
Would you agree that this does a better job of building interest and an ultimate agreement to take action?
[did you catch the example of a tie-down at the beginning of this sentence?]
Homework:
Create a list of features for each step in the call flow. Build a (FBBTD) chart of these features and expand the features through benefits into tie-downs.
We will give you the first (FBBTD) to put into your chart.
[did you catch the example of a tie-down at the beginning of this sentence?]
Homework:
Create a list of features for each step in the call flow. Build a (FBBTD) chart of these features and expand the features through benefits into tie-downs.
We will give you the first (FBBTD) to put into your chart.
Feature
unlimited consultations a custom renovation |
Bridge
this is good for you because... is really good for you... |
Benefit
you get as many as it takes to fix your credit, income and budgeting issues... it means you get the amenities like flooring, paint and appliances that you want without having to come out of pocket for it |
Tie-Down
this will likely help you achieve your goal of home ownership, wouldn't it? this will bring you years of enjoyment long after the closing wouldn't it? |
Feel/Felt/Found
The feel, felt, found strategy is proven to help you move your contacts gently toward the results we want. There are three separate parts to this strategy.
I understand how you feel. This wording lets a contact know that you heard him or her and can relate. People like people like them.
Others have felt the same way. This lets him or her know that this initial thought is common, meaning that the situation can change.
What they found, however; was that after doing "x" was that "y" happened.
"x" is what you want your contact to do (ultimately enroll in the program).
"y" is something positive your contact will receive that he or she cares a great deal about.
The feel, felt, found strategy is proven to help you move your contacts gently toward the results we want. There are three separate parts to this strategy.
I understand how you feel. This wording lets a contact know that you heard him or her and can relate. People like people like them.
Others have felt the same way. This lets him or her know that this initial thought is common, meaning that the situation can change.
What they found, however; was that after doing "x" was that "y" happened.
"x" is what you want your contact to do (ultimately enroll in the program).
"y" is something positive your contact will receive that he or she cares a great deal about.
"I understand how you feel, many of the program participants we've helped over the years felt the same way, here's what they found after enrolling in the program..."
[insert feature, bridge, benefit, tie-down] They discovered that having unlimited consultations to help them achieve their goals. This is great for you, because you can fix your credit, resolve your debt and budgeting issues. This will likely help you achieve your goal of home ownership, wouldn't it?" |
By empathizing with how they feel, you are building harmony with them and building rapport. You are telling them "it's ok, I'm with you on that". You are also letting them know that you are actively listening to them. You are telling them they are correct; no need to be defensive because you are right. Nobody is going to refute that. This automatically causes their guard to go down and they will start to trust you more. You felt the sam way, too. You or "they" also had the same experiences. You went down that same road, you're just like them. They now know that you can relate to them, you're the same. Now, any suggestion you have to offer could be useful to them. Make sure that you convey that you felt that way, as in past-tense, but obviously something happened along the way to change your experience. Now, you explain what you've found that solves the problem, you are not forcing it down their throat, you are sharing your personal experience with them that they can use to help make a smarter decision. It's not, "you should try this." It's, "I found this out, and maybe you can use this information." You don't start the found with a "but". "buts" can cause a contact to feel you are trying to change their opinion or feelings.
When you talk about how somebody else felt, you move the focus to a more objective place which they are likely to trust more. This also puts them into a group so they don't feel alone. When they are attached to that group, then you move the whole group by telling how the person in the group changed their mind or benefited from the decision, etc. The buyer, through transference, being attached to the group, should feel the same way about that decision or action step and move toward our ultimate goal of enrolling them.
When you talk about how somebody else felt, you move the focus to a more objective place which they are likely to trust more. This also puts them into a group so they don't feel alone. When they are attached to that group, then you move the whole group by telling how the person in the group changed their mind or benefited from the decision, etc. The buyer, through transference, being attached to the group, should feel the same way about that decision or action step and move toward our ultimate goal of enrolling them.
Generic Example #1
I know how you feel. When I first saw it I felt the same. But when I tried it I found I looked at it in a different way. Generic Example #2 It’s understandable that you should feel that way. I felt the same when I thought about changing. Now I’ve found that it works much better than the old way. |
Generic Example #3
I can understand how you might feel about trying a this way of handling objections. When I was first shown the Feel, Felt, Found, way of dealing with objections I felt the same. Now, I’ve found in many situations it’s really an effective way of overcoming objections. |
This method is highly effective because:
(1) At no time do you disagree or argue with your contact.
(2) It makes use of third party storytelling to deliver your point.
(1) At no time do you disagree or argue with your contact.
(2) It makes use of third party storytelling to deliver your point.
Feel, Felt, Found can be used for just about any objection.
For instance, let's suppose the contact says,
"I can do everything your program offers on my own"
[your response]
"I understand the way you feel. Almost all of the other families we've enrolled into the program felt that way too. What they found is that participating in our program meant they had the accountability you don't get when you try to do it on your own." I mean let's face it, if you were going to get it done on your own, you would have by now right? [close with a tie-down]
For instance, let's suppose the contact says,
"I can do everything your program offers on my own"
[your response]
"I understand the way you feel. Almost all of the other families we've enrolled into the program felt that way too. What they found is that participating in our program meant they had the accountability you don't get when you try to do it on your own." I mean let's face it, if you were going to get it done on your own, you would have by now right? [close with a tie-down]
Although the example that was just given includes the exact words feel, felt, found, your response does not necessarily need to. You can be just as effective not using these words, as long as you keep the sentiment of the three parts.
"I get where you are coming from. I have worked with a lot of families who expressed the same sentiment about being able to fix their credit and save money, why would they need us, right? The reality is they in the long-run, our program gave them something they didn't have, and that's the resources, knowledge and accountability to actually get it done. Wouldn't you agree that is likely to help you achieve your goal of home ownership versus trying it on your own?"
"I get where you are coming from. I have worked with a lot of families who expressed the same sentiment about being able to fix their credit and save money, why would they need us, right? The reality is they in the long-run, our program gave them something they didn't have, and that's the resources, knowledge and accountability to actually get it done. Wouldn't you agree that is likely to help you achieve your goal of home ownership versus trying it on your own?"
Dealing with Resistance (Package, Group & Remove)[pgr]
The (pgr) technique can help you move past resistance quickly especially if you've been getting "yes" after "yes" to through the call flow.
The three elements to this are packaging their objections/resistance, grouping it and removing them.
Packaging means gently gathering all of their objections into one nice, neat package.
"Mr. prospect, is there anything you can think of that you want to keep you from (what they want) - the benefits of home ownership, the advising system and the gfc program?"
[let them speak]
"Yes, I don't have the $500 to start, right now."
[you say]
"Other than that, is there anything else?"
[let them speak]
"I think I can do this on my own, I know how to fix my own credit."
[you say]
"Other than that, is there anything else?"
"No, that's it."
Repeat this until they have given you every objection that they can think of. Once, you have them all out, now all you have to do is group them into one big reason they can't have what they want, which is to be a home owner.
"Mr. prospect, what I hear you saying... you don't have the $500 right now and you think you can fix your own credit, is that right? And, there's nothing else holding you back from our program?" [they say no]
"If we could take care of those things for you and you had the money now and your credit was fixed; wouldn't you want to have all the other benefits that our program can give you?"
The (pgr) technique can help you move past resistance quickly especially if you've been getting "yes" after "yes" to through the call flow.
The three elements to this are packaging their objections/resistance, grouping it and removing them.
Packaging means gently gathering all of their objections into one nice, neat package.
"Mr. prospect, is there anything you can think of that you want to keep you from (what they want) - the benefits of home ownership, the advising system and the gfc program?"
[let them speak]
"Yes, I don't have the $500 to start, right now."
[you say]
"Other than that, is there anything else?"
[let them speak]
"I think I can do this on my own, I know how to fix my own credit."
[you say]
"Other than that, is there anything else?"
"No, that's it."
Repeat this until they have given you every objection that they can think of. Once, you have them all out, now all you have to do is group them into one big reason they can't have what they want, which is to be a home owner.
"Mr. prospect, what I hear you saying... you don't have the $500 right now and you think you can fix your own credit, is that right? And, there's nothing else holding you back from our program?" [they say no]
"If we could take care of those things for you and you had the money now and your credit was fixed; wouldn't you want to have all the other benefits that our program can give you?"
Video Testimonies
The point of the video testimonies is to help build "belief" in our program. You should spend some time watching the videos so that you can ask the contact questions to see if they really watched them or not.
Don't be afraid to call-them-out on it. Start by asking if they watched all the videos. Then emphasize the importance of why we want them to watch the videos. Explain to the contact that we took the time to record those videos for a reason. That reason has to be properly conveyed to ensure that the contact "gets-it".
Whether they say now or later, it doesn't matter. You're only asking that as a courtesy so that you can determine whether to move on to another topic or if they want to watch them and discuss them now. Your job is to make sure they have watched all the videos before they are que'd up for enrollment.
The review of the videos can come at any time during the flow of calls as long as you introduce the topic in a natural way. You might drop it in at the end of any one of the discussions or you may open a conversation with it.
You must be able to skillfully introduce the topic and then affirm they watched them.
The point of the video testimonies is to help build "belief" in our program. You should spend some time watching the videos so that you can ask the contact questions to see if they really watched them or not.
Don't be afraid to call-them-out on it. Start by asking if they watched all the videos. Then emphasize the importance of why we want them to watch the videos. Explain to the contact that we took the time to record those videos for a reason. That reason has to be properly conveyed to ensure that the contact "gets-it".
Whether they say now or later, it doesn't matter. You're only asking that as a courtesy so that you can determine whether to move on to another topic or if they want to watch them and discuss them now. Your job is to make sure they have watched all the videos before they are que'd up for enrollment.
The review of the videos can come at any time during the flow of calls as long as you introduce the topic in a natural way. You might drop it in at the end of any one of the discussions or you may open a conversation with it.
You must be able to skillfully introduce the topic and then affirm they watched them.
Secondary Topics
The following topics will be reviewed with you during call reviews.
The following topics will be reviewed with you during call reviews.
- Background Noise
- Active Listening
- Probing
- Tone (excitement/enthusiasm)
- Sense of Urgency
- Conveying Belief
- Fear of Loss
- Pushback/take away
- Assumptive position
- Articulation
- call control (yes/no)
- getting off the path
- paint the picture