David Lill

Transcription

hi and welcome to the video series that focuses on the face to face relationship model of selling miami doctor david lauter of cells a profession and this is the list that you are watching i'm also a twenty-year sales veteran and a college professor with twenty five years of teaching and sales training experience as you know life is all about selling we sell everyday now some people adapt a professional selling more easily than others but sales people really succeed are those who study the aircraft and never stop learning eight of these four videos begin within introduc introduction that includes a list of objectives and judging criteria for that specific call in this series of role plays we follow a salesperson from their approach all the way to gaining the prospects commitment each of the videos focuses on a specific cesar step of the call now at the conclusion of each roleplay the salesperson confirms that the objectives and judging criteria have been met then you're given key points to remember that direct you to sections in the text that relate to the scenes you are watching the structure i hope will help you create the most dynamic presentation that you possibly can use these videos to reinforce the principles assassin chapters nine to thirteen those are the very heart of relationship selling the face-to-face portion of the sale selling cycle walla thank your professor for selecting my textbook and using this video series and i want to thank you the students especially four i consider to be the most important class you can take in your college career welcomed the hard-liners focus on the face-to-face licensing model system today's topic is the oppressed over the next few minutes of a closer look at again in the customers attention developing new customers and charles as your company on a consciousness that's fine let's get started on your screen certificates and criteria as any attachments off the object is to be a heads-up what you want to accomplish in the state of the cost imagine criteria provided tech transfer gauging your acted as an accomplished in your objectives remember it once again customers attention and developer entries for this critical phase of the call first of all time never saw perfecting my homework ivf research the prospects business online and through my existing customers and contacts even know the prospect are familiar with this company of all sorry tears researches industry and the neighborhood where as businesses located i didn't visited his business as a customer good morning going in the more confident comfortable are being conducted in your prayers in this case i'm conducting a cold call i'm prepared to go for clothes in the business if time allows or if not to close the call and set up an appointment to continue at a later time remember that there's no second chance to make a first impression site addition to being prepared you wanna be prompt even early correct any potentially distracting visual factors such as a tighter briefcase or crumble support materials what's your actions convey confidence responsibility and respect sector i t be enthusiastic and be dressed to sell all these factors play a critical role in establishing credibility helping you take that first step towards building reporter remember this call you back to see is a cold cough hi i'm jennifer kirkpatrick fell separate catering affects a one-stop order a source for restaurants because our clients with ordering dates and streamline delivery service if they knew kwik net which states my customers time and money well here we are job and jams death five independent roundup ready coffeehouses here in the city anderson a coffee it's a breakfast and lunch kit items midnight yeah for entertainment by researches told me that the best time to stop by between hours of three to five because this is their downtime diner in general manager of this location is michael to block even call to get the correct pronunciation of his name so here we go i'm looking around to make sure it's not busy and confirm if this is a good time and also checking to see if i can spot honor and possibly a correction i don't see across corner workers by thank you how do you see my multiply seem to then yes this is all things expect used now actually i think there there's an accelerant and five lansing outlines copy addis went past one couple comments i think it is a hearing it's not busy sure alumna when that has long enough information interests i do this in a polite non-threatening way said respect and appreciation for these people i've time availability hi frank mcconnell block an article on thank you taking time to see me i'm jennifer kirkpatrick catering backs this is my fourth visit dot appetite i can see why the rears its cities but is your store than everyone music indian company out there in the city thank you jennifer is jennifer right yes it is and i also won't be great to hear you guys have a great atmosphere printing service great back anyone in particular means helpful came in with our server the show on thursday let's give a year james horner servers tables and chairs are perfect i'm not mistaken i think that's the events like that well yes they are with original touches on a table the course great work was to be blocked thank you jennifer please call me michael appreciate positively so michael what got you interested in going to open up dot and dance i think the coffee houses credible hopes for the community matter where they are i wanted to open a business brought people together that serve the community and culture and often work peanin alternative fast-paced lives cellphones inane com began investigating small business visiting college campus keep my eyes and ears open for a possible businessperson i'm in my wife coffeehouse wild in my research really them and said yes dramatically grind cafe she was actually visiting from her home town to send us the ohio she was interviewing for several jobs and here we are sarajevo the area i've been here since i was it and you guys have any kids we're gonna wait a few years she's taken a jobs program manager hiking interest rates we would await tyler careers as a little more secure but have to say there's something about the cocktails five really enjoy i'd like to see what i can do to make job in santa stand-out stocks well obviously it's paying off so michael what do you think is the most important bit of information and belief in the basic research has helped you in your vision for john i think that no matter how fast paced our lives become that we still need other people help define a comfort zones are here a place that serbs kafi and has entertained encourages all that the times i've been here before i batteries really lively discussion act that was just talking to know that this is an agreement to you it is time for a father for twenty five tom anderson committee staff unencumbered all come from a client and he larger stab listening here in fact he's the one who suggested i stop by family weight thomas one of your clients and like a lot of the other businesses here in town thomas concern within that time is that vendors if you're saying it's very good herewith inconveniences it has had to do everything well i can relate to that like mondays wednesdays and fridays those trucks slowdown traffic even cut in the parking space in my customers pass my vendors together before eight or between two and five in the afternoon doesn't always work out that way so deeply even lost customers to scheduling issues on those heavy delivery dates especially friday specifically this year if my customers can't get to it and one of our competitors burning in another part of town another for tom having a work is great debate season calling vendors and saying it's a date with a we'll tell so which experience as far as order it i think that's a concern explanation mentioned it gives me a headache in fact comparing beards somebody who works for the saturn if anything together can be frustrating hell yes so if you set up an ideal situation for going here in order and it's when they look like if i didn't have someone else to do it for me point click was the best way well i have some good news michael i working with us they were able to help tom has order time by seventy five percent and through the use of our services time for the delivery days have now been shifted batista's over really that would be typically hang down your order time parents believe delivery schedules that minimize the impact that customer traffic be of interest to you well how do you see that benefiting you give me more time to work with my staff pocketbook you acts and i can find more creative ways to installment samson ability to help the community sounds like adding more times certainly airport t absolutely on the job timing has changed bob michel i'll be happy to go into more detail it is a good time he's been about painting as he'd ask you some questions to determine your critical needs and i'll let you know we can do to help or i can schedule a time to come back whatever the market all and yes you can spare fifteen minutes but no more are really have to get back to work on those bids and collins moore's thanks michael i_d_ appreciate your time and promise no more than fifty flew back to my office so how do i do rarity object is amazing criteria you sought earlier i take a look first let's consider the objectives customers attention dot about the poor yes jennifer did a wonderful job building report dude genuine enthusiastic comments about my business and questions about operations she got me they open up that build credibility yes jennifer was very credible jennifer talked about concerns i have that are shared by my fellow business owner tom jennifer was able to help topped jennifer also demonstrated an appreciation of specific aspects of my business that showed me the gennifer knows what she's talking about she even identified the supplier matt peoples and cheers and she expressed all of this in very caring respectful dynasty a two-way communications absolutely the conversation was give-and-take throughout she let me talk and listen to what i had to say today's it's it's not what the purpose i dea yes jennifer dot in talking about my business ash on the cheek obviously cares about my concerns and appreciates the job i've been running a business or she's actually customer the more we talked the more became clear that jennifer has knowledge of services hiney run my business work initially and provide even better service for my customers let's go to the criteria amazing agnes and gain customers attention tonight's precip c_a_c_ at the time an opportunity yes jennifer was very precious in fact she thanked me for my time at least twice to her conversation like in the customers attention and positive manner absolutely jennifer offered to newman compliments and positive comments about my business operations plays one or more of the fact that our price explains jennifer actually used at least six approach techniques qualifying questions compliments referral self introduction question and consumer benefit latino responses to open question well yes jennifer davis throughout for my comments tingling and relevant throughout the conversation yes jennifer's com in support of my business and helped us tablets yourself as someone who can offer additional support let's consider the objectives in developing the customer's interest estimate the customer's interest and have to consider my proposition jennifer was very persuasive i believe the mentioning thomas critical he's not only a fellow business owner but he faces a lot of the same concerns i have if jennifer can give comments trust me i want to know about it by recognizing and validating my concerns idly jennifer just might be able to help me i want to know more that with the customer and a friend of mine that specific stains with jennifer asked of cutting not ordering time addressing deliveries concern to make a difference well the doors open she got in talking about what i'd really like to do with my time is currently being spent and other things that she fills our company contracts acidity criteria from as an effective ness in developing the customer's interest tax plan the purpose of the call i knew what you want anyway she said she needed fifteen minutes asking questions to determine my needs and creative solutions by the liver realistic initial benefits this was incredible in fact she actually phrase ternational benefit statement inform a question would significantly cutting down on your order time and arranging convenient delivery schedules that minimize impact on customer traffic be of interest to you i got my attention where the potential benefits appropriate for the situation that's a no brainer in fact retirement perfect because i was about to engage in activity their company can significantly impact that naturally enthusiastic about the benefits i think that's a in fact once again sold opens the door to a person the other star locations in the city and finally that provide a smooth transition to the next days otherwise that i sent us up to move on to me discovery it's also a smooth transition for me because i'm ready to talk about my concerns and consider a solution that will keep me competitive animal run my business more efficiently and to smooth transition for me because i can now ask questions about the decision making process they continue to advance the sale throughout presentation heading into actions and gain commitment to the quotes welcomed the party ought to focus on the face to face with a sense of model selling today's topic is the discovery over the next few minutes we'll take a closer look establishing customer needs qualifying customer needs as we continue with my call time michael devine on your screen vcd objectives and criteria measuring effectiveness as it applies to me discovery the object is to find a heads-up away once accomplished essays is called mention criteria opera tech list stargazing effectiveness in accomplishing your guests remember like established customer needs unqualified customer needs this crucial phase so i think that's going to end customers attention ended up with interest during the approach phase of my call on michael b block under manager of job and dance if i hadn't been successful he would not have permitted me to begin to get back in the needs discovery face so now anita dot on the reporting to us that established as i qualify this customer without the groundwork for my call and work with him to uncover needs and explore the consequences impact of the circumstances that create these needs remember telling is not selling asking is you build report to disarm the customer and get uncomfortable zedillo open up he peaked our interest as gas questions and carefully listen to their responses remember your goal is to ask the right questions and let them do the talking and always always take net and you can refer to these during the presentation when hailey any objections that come up and when closing for the final decision and take responsibility for your understanding of your customer it's called the concept of birding if they don't understand something it's because you you have not provided enough information for help in discover a different perspective notice that i think you need to ask the right questions therefore objectives your questions they tend to chief these are discover the prospects hot button are dominant buying might have established the purchase criteria or specifications agree on a timeframe for completion of negotiations and gained remain on the problems before making the presentation as another key point to consider a picket undermine all your efforts if you don't ask early in the states you must confirm that the person you meeting with has the authority to make the final decision and you must make sure that all parties are present who will be a part of making a final buying decision before proceeding this is the ideal scenario but in most business-to-business iterations to go off to be selling to influences this require more for meetings and presentations now in all phases of every call i must take responsibility for sharing the understanding of my prospect anything they don't fully understand is not their fault so let's get started with our needs the scc every face i'm reading the prospects environment i'm looking around to further clues about how the owner likable off and business here i'm looking for things like pictures on the wall publications personal touches another word i'm looking for anything i can use to continue to build reporter like the people on the wall with forty well thanks again for taking time the with michael you know i'm picking up a notice of pieces of the voice based on soccer teams on the law well as i said i believe that business has responsibility of the community and besides i mean you'd supporter of sports for kids support is much appreciated store in fact i believe that the benefits that my company has to offer you helped free at that time revenue three invest in that support or more evident in more free time with serbia now michael animation that on his any opportunities to help you fill that time in revenue ask you some questions people ask you something has to confidential just let me know now move on since there's no alexander wanted to ask these questions in order to determine your specific needs tell py discovered that best solution that we have to help those needs nappy field offer you a viable affordable quality solution indicating a combined decision today which we can offer an affordable solution my time over the bistro i'm definitely interested perhaps what i hear today i could be persuaded to make a decision today well that's good to hear michael now if you feel that the solution that i present to you is a perfect fit for you here john and jams blended in yourself and be involved in making that decision of just major i'll make that decision okay like i said before michael distilling take about fifteen minutes and should you have any further questions your interests and prepared to continue with my presentation slamming your heidi on time seems faye resnick seems very major well michael have you ever heard about catering effects well i have heard the name pressing your catering company you know for parties maybe corporate events that sort of thing well where for my three companies that specialize in supplying felines and equipment to the food service industry now initially our clients with as associate with those three companies well then we try to find out how much potential this is the foster note they've been process and many of our customers grew tired frustrated in dealing with it now i can relate to that outlook sometimes out settle brother and look in a possible price breaks just because of the process can be a pain and time-consuming once the president francis like yours we decide to look for ways around those those price paid to secure this price paid for our customers we also went off very streamlined target delivery schedules nine oh one k_ down traffic there were fuel-efficient and provide optimum delivery times for a customer you mention streamline delivery schedules emil retains began her my business and they tend to happen architecture instead if there's some mighty address that i'd be a lot less stress tensor well i know we can help you there michael best crack clients or customers to experience motivated motive in the process is an experience the headaches associate with mold will deliveries during the week well so far you describe maturity so how many dangers do you currently duet let me sick there's produced dairy eggs stakeholders coffee and beverage paper goods uh... let me give of rejection she adeptly seems like there's more there's actually thirty can take a look at that chart why do you need to see that well my guess is that many of you vendors actually already work with us so will be seeing you know people lined till recognizes ang southwest so can you tell me a little bit about them well they're located in the valley i've dealt with them not only but my last job in your city university foodservice mom and pop at company they supply both the state university and community hospital kary people really great service well service can make a difference so county all thirteen men there's how may days per week do you receive deliveries i guess every day we at least five deliveries darien creditors their daily c_f_s_ in reiko they come twice a week east coast foods to eat now mondays wednesdays and fridays are heaviest delivery days i guess as many as all thirty of our vendors can show up on a wednesday okay yes he did he mention right cab you're actually one of our founding companies we order a lot of the staple goods we first opened here a lot of our original kitchen equipment came from it any problems with delivery on wednesdays i think they've been late a couple times alone that when first opened some pincher items that were backordered but nothing really causing serious problems so what do you think of that qualities that they offer welder quinlan is very good they offer and good variety of food products now variety is becoming more important as our business growth because our menus expanding as well now write your offers a great deal more specially for the items that we currently use currently need but that is such that it sell at a geeky expanding you may need to include new items well yes right now we're trying in many special goes well just to test them out one of my ideas is to mix variety of ethnic foods a lot of our musical acts mix musical genres and i wanna menu that reflects blending of cultures now for example we could offer and to make an entree within in times like this bass and unique michael so how do you see the spending manufactured affecting the ordering process in the end of its while the more items we need mortality spit check-in availability ampicillin vendors and like i said i don't always have time to check into that as much as i said if identities food product whose problems quality is compromise it's like shoot myself in the foot sewer to get the best price is the best quality items and the best delivery schedules as requiring more time in your business grows last time he restored on that a fair statement i don't know if it's fair but it's accurate so are there any other areas of your business for expansion a call for additional purchases the emergency shelter currently when the planning stages opening new music venue upstairs that were quite ditional seating carpeting or for any of some kind sound issues so jennifer you know anybody can help us out there well actually michael on indecency hailing bids fifty dot and sleep process equipment furniture lighting glassware in paper bags ambition you're handling a jail with reiko they currently contracting with more than forty vendors here in the city nosis growing and evander that you work with is not currently contracting with us we're prepared to work with them your service is not destructive anyway pubs are you happy with all of a kind vendors well qualities fine from my vendors far as i now there are some pricing concerns especially would produce andheri that market can change so quickly now you indicate how fronted deliveries can really interfere with custer parking and traffic conference that occur well there are some delivery issues every week especially mondays wednesdays and fridays if my vendors get here before eight o'clock in the morning that he went smoothly that doesn't always happen it's especially annalisa to think fell thirty mothers could be here by that time back injury well you never have to make adjustments ordering because you anticipate problems with shortages are late deliveries well yes it pays to play it safe that ordering strategy does not always work when it comes to perishables if i can get a good price unstable goods that have a healthy shelf life belur extra befor the bids change can cell michael and addition to delivery trafficking timing concerns processing building ordering and game the best prospect on a consistent basis was concerns you as far as a relationship with the vendors availability the time of crisis i guess sometimes or run out of specific menu item and if we can get in touch with their right away we have to run to the store and arm and leg for it and i will cut in the cuts profits significantly let me tell us something that happened last week during our lunch for us we ran out of our speech we want you skirt is a substitute but the product we'd received sport we try to call the vendor and week at getting a busy signal we had to run to the billy four price for the turkey just to get through the day began one of our industrial posters that we use for sandwich breads went dead and again weakening in touch with the vendor we lost revenue from customers that water so much specials the whole thing was a nightmare where someone can offer solutions to address or even prevent something like that from happening or that look like when i call a vendor to fix peaceful quit men expect them to show up on time guarantee their work antics of the first time if not fresh enough to pay just like if product quality is compromised it's near a place for that any extra charges so had an idea remember the objectives amazing criterion sara lee r but take a look let's consider the objectives in establishing customer needs identified requirements of the customer must satisfy returning his calls and jackets i found out what the decision criteria are for making affirmative decision i found out is it or use required for commitment to the proposed solution eligibility criteria for measuring effectiveness in establishing a customer's needs pays a permissive questioned to lead smoothly into needs discovery i sended jennifer the sales call i'd also identified and prioritize the customers goals order of their importance in fact i had michael davis isn't jennifer doing a good job now what's considered the objectives in qualifying the customers needs jennifer confirmed a clear understanding of my needs this was done out the phase of the call jennifer also verified that's significant interest in developing a solution exists she gained agreement that if he can propose a viable solution to my knees i can take action on her proposal now let's review the criteria for measuring effectiveness in qualifying the customers needs jennifer obtained understanding an agreement of my needs and how they can be met she's open probe enclosed proportions she asked what if type questions to qualify interest in designing an appropriate solution she's amplification an internal some request jennifer also took responsibility for understanding my needs and concerns by using the concept of birds and she gained agreement on the problems by making a formal statement of the two election welcome depart three focus on your face to face licensing models telling based topic making presentations over the next couple minutes take a closer look seven years of conviction as i continue my college basketball on your screen cd affected some criteria amazing attacked again these objectives directed towards what you want to accomplish in this phase of the cost mentioned criteria provided specialist served eighteen years reaching their objectives i want to build strong usa convictions i expect my presentation geographically so therefore credibility the right questions previous cases of now here are few rules to follow and repairing any support tools for appeasing tation make sure everything is in working order make sure the environment is conducive to conducting effective presentation when the prospects for attention poor lighting your distractions such as loud noises are traffic to interfere with a positive impact you want to happen for my call op right along several testimonials neatly packaged and easy to read people the prospect likely now i have a flip chart that will keep us on track during the presentation essentially functions as a visual outline afoot chart is both around the benefits that i have to offer because it lets me know where i am in the presentation i can engage in conversation with him and stay on track i can cost around listening to him because of foster's two-way communication is also designed to keep moving forward to the quotes it helps me tell the whole story by the bigger picture anti-media now it's important to keep your prospect it gave during your presentation is not a rambling speech if the give-and-take relationship discovery now back to the number of notes during these discovery phase of my call took these notes because i have and know my business that need to know how to specifically help my prospect a better job of running kids but these guys i think we're not only for the point of jotting down information in fact most of you guys for actually being taken to help me buckets of conviction for my outline presentation remember that before i can expect the signed order form i have to figure out how to improve my customers business and i have to devise a way to persuade them at the solution i have to offer is the best way to go i do this by preparing units of conviction i'll begin my presentation by following the time three times role optoma prospect but i'm going to share all talent during a presentation and three at the conclusion my presentation hotel mein to share decent michael but i like denounced his inability to you based on what you told me that will significantly reduce the headaches associated with an order and been processes and tracking orders during the week he told me that the big process is often a big headache for you right yes the special just setting the whole process in motion to be here to tell who when he still represents the three biggest challenges anything that process in this the toughest thing is i don't have time to compare bits of detail most times i go to the best price you've had time to look closer i may see the package size is different copper products present a challenge because the market so volatile and competitive i'd like to be able investigating providers jordan creating new blanche but in this candidate sheets angelos prior second hand it is a challenge when ups researching new vendors is also a pain began i don't always have time to colorado for word of mouth recommendations there's no time to research except what black and online i still want to verify that by calling people i know all right so researching then there's another challenge what would be different something i'd like to do when i can is visit my vendors it's logistics sheet not just time now distance can be a factor also case if there is visiting vendors you know it actually sounds like that all of that the three of your biggest challenges are really centered around one challenge what do you mean well they're also here and i have time i'm so how i make you feel if you had one research that we turn to for comparing your kids and piped in volume quality and researching vendors into getting on-site visits prior to u_s_ like a vendor i guess i would be skeptical but this could actually happen like a turn in fact now for a one-stop simplified the process what does that mean how does that work michael what this means is that for um... bids for all of your parking acquit entertained by a thoroughly compared against a team verify it we need to be and visits uh... to vendors prior to accepting them as a vendor county go ahead we have here is a report on an oversight inspections that we've connected the last three months i wanted to vendors now as you can see not everything that makes the cut looks like you've covered quite a few i think if you look at things like safety issues any news from a story practices pacific when court somebody when they're silly think of when talking to supplier you can see a liability and legal issues too and financial i guess that's because you want to make sure the company's going to stick around this is impressive chapter pretty comprehensive list there where these numbers here like the twenty-two next a quality well then then reflects the prisoners it then there's the rejected because of a specific issue retirement renteria looks like what is the biggest reason of inertia rejected that's good to know did she do such a thorough investigation i've never had time for that fatalities inspections of something that has died like i said you cover issues that i hadn't even thought of but package see how important it would be inflicting quality vendors we said somebody here that trust to check out all my vendors for all these things now michael here it is a report on five businesses hearings privacy there currently using its and the members next the name if i could satisfaction level that they were seating using our services uh... and actually have a hard copy these reports only behind with you and therefore he supports and have email addresses and phone numbers only behind with his well insularity contacting you know i know they're foreigner he's the coach for one of the baseball team to a sponsor i worked in my laptop university he's very direct no-nonsense tough individual and her friends so i just his judgment session when you tell me today michael the time that you would say by having a one-stop certified that process from a company that you can trust something that would clearly bring value to your company would you agree of court i've special like the fact that vendors are screened so well now we have also is in addition to a one-stop process we attend the lowest price for the best quality now how would you define quality in selecting a vendor that there's a quarantine i'm okay for example i prefer organic produce i know that usually cost more but depending on the island it's worth it better taste more appealing appearance m presentation how the product is handled are transported affects quality delivery of services except few ethic but you'll be happy now that we are in the same page uh... servicing handling your key components of quality so when we say that we obtain the lowest price for the best quality with this means is that the products and equipment that you get for months have been contrerasg careful screening process by caving affects to show you get the best let's like with the on-site visits exactly in fact the distinction that park while you have a direct impact on the success of the business i'm just because something is cheaper does not mean that support quiet no reason its better um... that he served for quality uh... product because it ended up to a letter as promised who suffers my customers and ultimately minded so would you agree that it's in the lowest price for the best quality is something that you could really benefit from i can see the benefit for my customers animal obviously out my business as well tackling well i imagine that there are no more headaches debate process you're sure you get the best quality for the best price well saw for optimum delivery schedule here ranging ideal delivery schedule for you ideally all my vendors will be there before eight a_m_ and like to be able to spread my deliveries out more a few vendors only deliver on monday and wednesday and at times that things as far as getting staffed put stock away and check things out like we discussed before backs of traffic trucks in the parking history and unloading right there i can be frustrating also pretty dangerous i think so from what you're saying is my assingment more flexibility and sitting deliveries to less hectic days actually pretty critical that a fair statement more yes he'd be a great week many days it's like being under tears of surprise attacks hate getting hit hard by incoming vendors are often deliveries can look and by that and much more think about this and said all thirteen anderson happen every single day of the week you have one service the delivers on behalf of all of your vendors we seek your parts maker interst and we arrange delivery however you with us what this means to use less delivery traffic earlier delivery times and he gave the week this also helps to work more efficiently with dealing with your place and released documents with me yeah earlier we talked about tom at the bistro actually have a testimonial letter from tom stating what he appreciates nice about catering effects yes specifically assigned a team of two people who sold dot is receiving delivery computer facts tuesday and thursday they work that early morning shift and their stock away but you know it's cut back on his deliveries and introduce traffic concerns he's not pulling staff as vendors come at all hours the day have to call him so i think i guarantee michael that this is a much better way to handle deliveries combina cram process right now that's an understatement this would be great because like i said accurate spoke of because the live report me and my people away from serving our customers then i worry about customers getting hit trying to get around the delivery truck the more controlling sothat consistency i can't have a delivery issues the better exactly michael you know what we also offer a simplified the process lesson in economics and uh... placing on orders you mean calling them etc depending on the day became very anywhere from a hour two hours some days you can take even longer if i'm on hold for some things out of stock that i have to call it for granted for back well arsenal filer process eliminates most because of several vendors what this means is that you have one point of contact and three options for placing your order you can call us you can place online you can fax it to work nigel it'd be like if you had one if you had your order placed online all at once and that's how much time it's even less hassles bring on more stress saving time having less stressful obviously be curry as long as i still get my orders placed in time well i think appreciate the fact that we take orders twenty four seven which means that you can place orders at your convenience asu you're smiling so i'm guessing that you agree that a simplified or a process that's certainly a minute hassles and make foreign crisis there i would have to worry about a busy signal or sometimes taking all day to you know my orders i can do it on one side of it jennifer alike that a lot you know michael and best of all we have our canteens began to delivery before eight a_m_ where you receive credit on your service nexrad is five percent for every hour that relate to that occur and we also guarantee quality product or as a place at no cost to you i care is everything from food irons to equipment and we guarantee service on equipment that you received this so how many in your current vendors actually you can offer guarantees none of them you mention a five percent credit our person of what life relate you receive a five-percent cut on your fee for the service and that feed varies depending on the number of inner cities since then will yes it sounds more than fair i know you don't after service for what's the fee requests and i do you have a little bit more information to the cover and promised to get back uh... now everything that we've talked about so far offers a tremendous gains in time i'm so well i think you right now is add up actually add up the amount of time you'd save by using our service draft i d o k so how much time did you say you currently spend on the day process each week wylie aitken it'd be a full days away i was a full day to you ten hours okay so ten all right how much time to read to you currently spent and supporters somedays it goes pretty smoothly the most the time there's a glitch busy signals of problems in the kitchen customer issues that i have to drive but i'd say at least in our day including call back okay some add five hours for ordering now how much time you spend on taking orders in supervising a staff of inventory especially delivers light a lot i guess in a week maybe five hours fat so what is the total number of hours that you and best and it's ordering and delivery issues so instead of twenty hours through this thing in less than one hour ordering you'll have guarantee delivery start whenever u_s_ whatever day u_s_ somehow just as extra hours now that's easy i've spent any free time on training my people and on project like the new menu items and special events are music venue training right now it's premature rush job that's not fair to the new staff and it's certainly not freddy's customers as the gate anytime i could save would be a definite benefit plus it we keep things positive an exciting and generate more revenue always a good thing so michael we're prepared to offer you a simplified they processed really the comparisons in research for it you get the lowest prices for the best quality without compromising the integrity of the menu items or equipment now for hoffman delivery schedule that's convenient and saves time and money we also offer are simplified ordering process just go online to ensure their it's that easy and you have are guaranteed s you said a minimum of fifteen hours per week which will allow you focus on morale boosting engineering ideas and projects so would you agree to a catering affects me chinese isn't is a viable solution well it sure seems so so how wild ideas guerrillas object is amazing grace here we saw earlier what are we that michael answer that first let's consider the objectives the gennifer gain my support and commitment to propose solutions yes she did she took advantage of every opportunity to reinforce the store outer presentation it she convinced me that's a solution meets my needs at the plan she's proposing is bible yet but she still loves little more work today now let's review the criteria for measuring effectiveness in the making the presentation jennifer related her specific solution my specific needs concerns and questions she is an appropriate number of units of conviction as presentation material to convince me that buying from her b_m_i_ visitors you can use five or six like jennifer did or as many as ten to twelve depending on your situation all units of conviction jennifer used i'd like specifically to meet and my business she obtained feedback from the by asking reaction question such as trial closes worked hard she also addressed my information an operational needs she related features the benefits by using transitional phrases ant jennifer provided clear evidences of course the benefit like asset she's doing a great job and she's got me salt something apart fourth focus on the face it's a specific model cells today's topics overcoming resistance engagement the next few minutes we'll take a closer look okay knowing objections closing for the final decisions to continue our call i wanted to block on your screen the cd objectives and criteria financing effectiveness overcome resistance achievement the object is to give a heads up what you want to accomplish this phase of the card imagine criteria divided checklist gauging effectiveness in accomplishing your objectives for this critical phase of the cost don't be afraid to board objection rather than use the word of section puts concept negative responses can be perceived as adversarial he's the terms concerns or questions atvs concerns or questions that are expressed by a prospector customer his actually opportunity it's opportunity to provider obtain additional information the concerned your prospects these are perceptions and best of all his concerns and questions are buying signals he says that they're thinking about how what you have to offer expert doesn't quite fit their needs remember when you don't have an objection or concerns or questions you have a client now there are a number of basic categories apart actions product objection service objection don't want to make a decision company objections price objection an objection to the salesperson maybe you can see just proceed unprepared or poor the singer there is also a sixth at strategic negotiation planned to following address in by our concerns note that the six th at is attempt to close that's right he perceived buying signals after addressing a concern or question uchida tend to close and there are several types of closes you can use don't know what's to consider base on the type of business an situation as well as a prospect personality style what she presented could help me operate more efficiently and grow my business by providing extra time to do so but you mentioned fee so how much does this cost he said you talk about it later sounds like you might be expensive what you see michael in space in the number of vendors and require deliveries for thirteen vendors in a minimum of two deliveries per week with all the benefits we just discussed arpa dissipation fees a thousand per month uh... thousand a month in order to receive the same products on marty game perhaps a lot of grand a month come to pay that well granted many of the products will often be the same but the headaches for the big process ordering delivery schedule to be significantly reduced if we can work together to find a solution to address this cost concern that help you make a purchase decision who doesn't change the numbers who's going to be a thousand dollars a month i'm not so sure we have anything else to discuss i can certainly appreciate your concern regarding price michael anna anderson how you feel eliza felt the same way when i first presented our service to them hits and i found at the time they say it in really from stress if they've received by having their bids ordering and delivery it's usually karen was worth it really that bows and doesn't like a lot of money pitching much more than just having the same price delivery brief only so far jennifer i'm following you but thousand-mile still a lot of money ok we'll look at this way roughly thirty three dollars a day which is actually less than the cost of a single guest interns show you'll be spinning extra time developing new menu items screen entertainment concepts and train your staff and didn't you mention earlier the pinsky easily based around for many positive environment yes i did he mention your day is roughly ten hours right okay so thirty three dollars divided by ten is a little over three dollars supra three dollars an hour or the price is serving one customer per day you can bring in new customers and run your business more efficiently so my correct in assuming that this investment in time is worth the price is one satisfied customer well look at it that way does take the sting out of it just thinking the phrase of thousands of did jarring i'm beginning to see your point city feel that our fees acceptable for the benefits you receive okay i do think it's a fair price be able to pursue some my goals is definitely worth an extra three dollars per hour of my time so i can take your the paperwork right now and take roughly five to seven days to process the ban information what comes out with your vendors began the up and running by the fifteenth on a mission signature and we can start planning how you use the extra time you know how i don't know how does seem to think about this liking appreciate that this is a big decision packing understanding you i think things through earlier said that you have meaning you guys in the works in your opening up additional space for music so much a timeline on that's well the new many years plan for the middle next month that's winter season begins to pick up the music of in you will be up and running by the first of june so considering that women be a huge benefit to have the extra time to get back to those projects begins signed it today had everything in place by the fifteenth this month now to give you a phone line before the menus officially here it is well yes but not least still something on your mind was it the feel we haven't clarified your satisfaction wants to look and certain about excel left it's more than a right now but i do enjoy working with them may be included with your service for keep them separately i'm assuming your vendor space some sort of perched patient fee so what does that mean accept less would have to pay a fee each of our disputing vendors does pay subscriber fees monthly fee these these are fees are reasonable and they're actually well-received rising fuel costs mr happy has invested in running around four clusters works better for them to potential customers that we serve for smaller bed vendor that additional benefit if they're quick to have the extra business so except west qualifies as abuse paying vendor expenses then two more opportunities for new customers to use the products either way i want to continue with it float whether we can do comedy michael now we can arrange a time for you in some of whom caring affects me with the reprimand southwest if you'd like well that'll work sendai gesture concerns about the spender it'll be great to see any of our business any benefits your service could pass along to them will be a plus for me personally you know you really do care about your business to customers in your vendors michael that's nice to see so how would you like to get things rolling this is hit also fast always your service but i just think it's or some things out michael the decision not to make is important and i want you to be sure that you're making a sensible choice so that will be able to make sure that this is the best decision let's say that all the reasons in favor of cheese and cater affects and looking into some concerns or questions and then we can determine which side carries more weight make a decision accordingly let's begin with the ideas that favor positive decision today that fair enough cachet paper here on and on line down the medal from the top to bottom at the top of once i'm writing reasons for it and atop the assigned reading reasons against okay and ask if you questions and there are your sponsors so why are the benefits that you've heard the finest attractive reasons to get the service today simple ordered procedure okay an elaborate plan i think the process what appeals to you what we discussed about the process is our research to prepare for me okay anything else about the dates states time interest rates okay uh... what about quality issues in the process lowest-price that's quality congrates um... delivery issues she said you liked early delivery yes also it's easy to receive no traffic issues engines in benefits for your vendors especially excel quest well yes and what about the guarantees uh... guarantees of course and in your inspection during the screening process is very impressive and very important okay now i want you to write down all the reasons against uh... receiving the benefits that we just list i can't really think alike i guess you dress so my concerts okay so i mean as you endorsed on this agreement and we can actually fax it over i'll give you a call undertook on our processing officer if you allow me i can enter that information to the entry on our website betty currie right there you know michael you're making a well-thought-out business decision in fact i recommend you get on it because of the strap and a friend in varner he mentioned earlier stevie snacks reassurance and what you know that i'll be checking in with you on a weekly basis to see a things are going and top british airways begins support you during the basin the offenders played in checking on you on sound equipment if that would be helpful as you develop in music space city filled the stress casting to disappear election hao but yes i do believe this is because this is the third thank i really appreciate that as your emails that you know if he took a benefit for malaysian you today we may already know this but there are four other job in jams locations in town reached in the family owned and operated but i think they need to know about you in fact i'll give you contact sheets you can give them a call thanks i really do appreciate and you know of anyone else you might be interested in all i'm sure idea right now i have to get back to my bids and ordering i gather you anyone else i'll be sure to give you a call thanks michael now get permission i'd like to hear your info online at the process underway let's get back to work thanks jennifer within forty getting started well thank you and walk indicator sex so how did i do remember the object is amazing criteria you start earlier let's take a look now let's consider the objectives had taken them into action for my proposed solution by the final decision maker notice that i avoided using the term objection and i address our concerns or questions in a positive manner he's proven techniques for handling those and closing the sale now let's review the criteria for measuring effectiveness i summarize the benefits and concise manner idolize specific closing techniques to confirm my customers commitment i attempted to close the sale after addressing your answer a major concern i'd see the highest level of commitment from the sales call recovery this relationship selling cycle with the plant the future action i thoroughly and specifically demonstrated several ways to you know concerns including the price objection i attempted to close the sale at least three or four times i asked her for roles and i've set the stage for anything gracefully