Work Flow IntroductionYour objective is to get contacts through a series of conversations and steps that lead to them enrolling in our program. In order to do this successfully and the right way, you have to know what points of information to cover and how to transition between these points of information effectively.
You have to know what to cover and how to (("flow")) through the information effectively.
The goal here is to become effective in terms of concept versus scripting. We are looking to see that you can flow through these concepts skillfully. Following a script is not as important as being effective at conveying these concepts.
Building a Relationship
Knowing what to say and when in your conversations is important. But, your ability to connect with these contacts and establish a relationship will be even more important. People don't make major decisions with strangers. As you navigate through the flow of the calls, you have to consistently build rapport with your contacts. Sure some contacts may enroll because of the compelling benefits of our program. But most contacts will not get to the point of discovering our wonderful program unless someone they trust is helping get them to the information. The number one element that you will be graded on during call reviews is how you can build better relationships with your contacts. Work Flow Outline
The Past, Present & Future
What should the flow of your calls look like? The simplest description would be flowing from one concept to another in an order that produces the desired result of an enrollment. The call-flow can help them understand where they are now, where they came from and where they are going. |
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The past - Help your contact identify with the pain of renting. They must identify with the sadness or discomfort otherwise they will not have the drive to do anything about it. Ask the right questions; get them to describe what they don't like about renting. Use this information to point out what we will put behind us. They have to know that they've made mistakes in the past. We are the hope they need to put that behind them.
The present - Emphasize that now, today we can start a new direction full of hope and excitement. Find the words to describe the importance of making change right away. Avoid making the same mistakes as the past. Explain that our organization has the solution that can help them change their direction and have a better, happier "future".
The Future - Transport them into the future. Paint the picture of what life will be like as a happy home owner and the difference between an unhappy renter and a happy home owner. Build that timeline and phase in the tangible & intangible benefits that can exist for them.
This is ultimately where you have to take them. If they can't "see" it most will not do what is necessary to acheive it. The promise of the future is the most important concept you have to be able to convey with conviction. It is the strongest motivating element you have to get your contacts to move forward.
The present - Emphasize that now, today we can start a new direction full of hope and excitement. Find the words to describe the importance of making change right away. Avoid making the same mistakes as the past. Explain that our organization has the solution that can help them change their direction and have a better, happier "future".
The Future - Transport them into the future. Paint the picture of what life will be like as a happy home owner and the difference between an unhappy renter and a happy home owner. Build that timeline and phase in the tangible & intangible benefits that can exist for them.
This is ultimately where you have to take them. If they can't "see" it most will not do what is necessary to acheive it. The promise of the future is the most important concept you have to be able to convey with conviction. It is the strongest motivating element you have to get your contacts to move forward.