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Always Assume The Sale
By avoiding open-ended questions such as "Would you like/be interested in this?" you will earn more sales. Presumptive statements such as "Would you like me to set you up with a two-month supply or a four-month supply today?" sound more confident overall and will help you retain the customers interest in the product. Always assume the customer will be buying when pitching your products and you will see higher levels of success. |
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Avoid "Dead Air"
When setting up an order/looking up information/etc., use transitional phrases to keep the customer engaged. Too many periods of "dead air" in the call, even if brief will make you sound less confident. It can also cause the customer to lose focus on the call itself, making it more difficult to keep control of the call and also to upsell the customer. |
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Rapport Building
Building Rapport is an important tool for all agents as it helps to build trust with the customer. The important thing to remember is that too much rapport can make it easier to accept the "No" from the customer. Build rapport throughout the pitch with a professional attitude and quick, precise answers to questions. Remember the agents arent on the phone to make new friends just new sales. |
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Overcoming A Tough Greeting From A Customer
When answering a sales call for a product an agent can be confronted with many obstacles at the beginning of a call. Call control is critical in overcoming the tough greeting to lead the conversation away from the question. The best way to overcome a tough greeting, like the price, would be to divert the customers attention to their need for the product and the reason they picked up the phone and called in. A statement like this will help: "We are running some fantastic specials today, (Customer name). Which of the symptoms from the show today are you experiencing?" People love to talk about themselves. This gives the agent ammunition to use for rebuttals and takes the customers mind off of the price. This will help the agent disarm the customers defense wall. |
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Match The Customer's Speaking Pace
People speak at the rate in which their brain can comprehend language. If your pace considerably slower than the customers, he will think you are not putting in effort, or worse will dismiss what you are saying as uninteresting or unimportant. If your pace is too much faster than the customers, he will often interrupt with questions and objections. If you can match your pace more closely to your customer, you will find more success. |
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A.I.R.C - Agree-Isolate-Rebut-Close
The most important part of DRM sales. Most agents do a great job of A.I.R but forget to close. If they don't close at the end of the process then the most eloquently phrased rebuttal is useless. Remember the ABCs: Always Be Closing. |
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