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This Bothers The Crap Out Of Me..

 
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Old 02-20-2007, 02:11 AM   #21
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Re: This Bothers The Crap Out Of Me..


I don't think any of those actions are wrong, but their definetaly not for me... I like my clients to be a little hungry for me, and to respect my time and I won't call back more than twice unless I'm really desperate and willing to be treated like I'm desperate.
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Old 02-20-2007, 04:59 PM   #22
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Re: This Bothers The Crap Out Of Me..


I don't want my prospects to be hungry for me.

I want them to mentally be drooling all over themselves and salivating just waiting for the profound answers I will unlock for them!!!

The only way to achieve this is to pre-position your credability with them beforehand. The initial marketing venue which struck the chord with them starts the ball rolling. The pre-appointment or pre-positioning package further stimulates their desire to seek your unique perspective. This also depends upon your general local Top Of Mind Awareness along with your reputation you have built preceding your introduction. This gets further enhanced with your lengthy list of customer testimonials and references.

Now, they have a need. They see you as the contractor most fit to meet that need. The follow through presentation must be more detailed and uniquely specific to meet their needs and then you have reached the trigger point.

Now, it is up to you, to eliminate the standard "we want to wait and see what someone else has to say" or "we need time to decide" or "we just want to keep you honest" stalling tactics. This is achieved by multiple trial closes seeking the true reason for the hesitation on making a decision.

They now need a final push to be able to come to the right decision. What else can you offer? What can be eliminated? Can you offer stretch payment options or accept financing?

ASK FOR THE SIGNATURE TO THE AGREEMENT!!!

ASK FOR THE AUTHORIZATION TO PROCEED WITH THE SCOPE OF WORK!!!

ASK WHEN THEY WOULD LIKE TO BE PUT ON THE SCHEDULE FOR!!!

They should be hungry for your service if you emit exempliary standards of quality, communication, and value.

If not on the first call, then there is no reason not to send a follow up note each and every time. A lead typically costs on average about $ 225.00. An envelope with a letter and a stamp costs less than a buck and so does a phone call.

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Last edited by Ed the Roofer; 02-20-2007 at 05:02 PM.
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Old 02-20-2007, 09:04 PM   #23
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Re: This Bothers The Crap Out Of Me..


Move on to another prospect. But, depending on the job, you dont have to totaly give up on it if it is an area that will be good for you.
And dont fall in love with the job, like you have to have it.

1. They are talking to a competitor
2. The money is not in place.



" Forget about giving away your time , attention, knowledge, to those who dont purchase"

Last edited by red_cedar; 02-20-2007 at 09:10 PM.
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Old 02-20-2007, 10:02 PM   #24
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Re: This Bothers The Crap Out Of Me..


Just stumbled accross this thread. I have to give Marc and Grumpy and a few others props as they have said this before, "Get the follow up appointment during the first appointment/measure call ". I no longer just email the quote to the customer and then follow up in a few days. I make my presentation memorable and ask for the job. I always did this when I sold B2B way back when. I started this in Jan 2007 and my close ratio has gone through the roof, almost to the point of raising the rate to slow it down some. I will never email/mail a proposal again and wait for a response. Thanks guys!
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Old 02-21-2007, 09:47 AM   #25
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Re: This Bothers The Crap Out Of Me..


Good posts guys!

For the first time... I might not have anythign to say about something

Ed and marc have hit the nail on the head- pre-positioning has a lot to do with your success rates.


Ultimate.... in regards to your issue..... I would assume there to be three possibilities here:

1) They have no interest in you/your company - and are ignoring you.

2) They are too busy to return your call... basically the same answer as #1

3) They are away. I've had clients that I thought went cold on me... but turned out they we're travelling for a week. It happens.

Keep in mind what you are leaving on your voicemails. You can also kill a prospective deal in this situation.

Here's one of my dirty tricks.... if you just want that call back for closure...

Leave this voicemail...

"Hello Mr Prospect, This is Damion Rutherford with the Blue Widget Company. Just confirming that we will be running your credit card for the deposit on the job, and the next step is the schedule the dates for the work. Please give me a call back at 1-800-123-4567 so we can set this up. Thanks again!"

Of course... you're not running their card. But the fear that you are (which works great with busy people, many are scatterbrained) get's the to call you... which is your real end goal.

Of course... you explain you called the wrong customer.

... "but since you're on the phone..."
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Old 02-21-2007, 10:19 AM   #26
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Re: This Bothers The Crap Out Of Me..


Oh man Damion, your cold!!! I like it, but how much negativity do you have to deal with upon the return call before you difuse the situation to the goal you desired?

Another phone trick I read about, but have not used yet is...

Call up the prospect and start to leave a message about something very important, but make sure you get you company name and phone # in early. But, don't ever get to the meat of the very important message. Just make it seem as if you got cut off. They may have a driven curiosity to initiate their own call back to you.

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Old 02-21-2007, 10:57 AM   #27
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Re: This Bothers The Crap Out Of Me..


I know that I want to work on my presentation skills and polish up my pitch a bit to make sure I am getting the same point across each time. Some things I know about are getting peolpe to like you by talking and asking questions about there likes. I always ask them how they percieve the final project. I have some basics down, also talking with enthusiasm and smiling a lot. Some of these things do come natural to some and the genuine interest in people and fullfilling there needs. But my pitch should be more canned and asking questions in the tone of voice at the right times is where I need to work.

How would you guys answer this question because this came up in conversation? Have you ever worked here in our village? Know I havent but I have worked in all the serounding villages and plenty of satisfied customers I coulcd put you in touch with. Working in your area will not be a problem I will just get licensed with your village and away we go. If we could remodel elswhere we could remodel here its the same thing.
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Old 02-21-2007, 11:10 AM   #28
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Re: This Bothers The Crap Out Of Me..


Used that one too Ed. once again... it's all in how you use it.

I don't really use these types of things anymore... but have taught it to clients who agressively trying to grow their business.

The important part to make it seem legitimate is to sound confused when they call back... and then change the tone once you "realize" you called the wrong person.

Either of these will work... but you have to keep good records and know who you have used them on. Obviously... if you use one of these more than once... you'll appear to bea complete fool.
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Old 02-21-2007, 11:12 AM   #29
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Re: This Bothers The Crap Out Of Me..


Personally... I'd just cut down on what you say. Something like that is a small concern.... don't want to make a mountain out of a molehill.

My stock answer would be "No, but don't worry/ I'm going to give you a list of references when we are done so you can do your homework on my company."

And then proceed.



That's what they are really asking for.
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Old 02-21-2007, 11:21 AM   #30
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Re: This Bothers The Crap Out Of Me..


UltimateTouch,

If all you wanted to provide them with was an answer, then that is as good of an answer you could provide. But, did you really answer their question?

Possibly another approach would have been to answer their question with a follow up qualifying question.

Mr/Mrs. can I ask what would be important to you so that I could more accurately answer your question?

Maybe they were concerned about HOA regulations.
Maybe ordinance questions, to see if you were familiar with them.
Maybe, they wanted to see if any of their neighbors were satisfied with your performance.
Maybe they wanted to see your work on a similar home like theirs.
Maybe something else.
Maybe he/she didn't know what the next proper question to ask would be, and you needed to educate them.

Without determining why the question was relevant to them, you are just blindly throwing darts to "maybe" answer their true concerns.

Trial closing questions would put you more in charge of the flowage of the questions and answers and lead toward the actual closing more effectively.

Ed
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Old 02-22-2007, 04:59 PM   #31
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Re: This Bothers The Crap Out Of Me..


Well guys guess what the guy got back to me today and said there was a death in his family and they had to make plans and go out of town for the funeral. Anyways we have an appointment to meet saturday morning.
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Old 02-22-2007, 09:42 PM   #32
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Re: This Bothers The Crap Out Of Me..


Here's another simple one I use in B2B situations.

Most people are pathetic at leaving voicemails...

"Howdy Mr Prospect - this here's Jimbo with XYZ company. Just wanted to make sure you got my proposal. If you have any questions give me a call. I'm looking forward to workin' with ya. Thanks Again!"


Ugg... how lame.


Witout going into a speach about proper voicemail marketing... here's a simple one anyone in B2B should use..

It's the simplest and most people will disregard it. But I've had pheonominal success with it.

Keep it simple stupid.

Works well on the guy who's truly always busy or away. All I say is this...


"Hey Bob, It's Damion. Give me a call back .... 800-123-4567. Bye".


Many times I get the call back because the prospect doesn't want to think he forgot someone... who thinks he remembers them.

Plus - how many people in B2B sales use this tactic - few if any. they always want to blab on about nonsense that doesn't matter - or try to word crafty "sales pitches" in the voicemail.

Obviously, you don't do these types of things on fresh hot prospects. This works well on the ones who seem to be brushing you off.

Try it once
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Old 02-22-2007, 09:57 PM   #33
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Re: This Bothers The Crap Out Of Me..


I guess I can think more about a sales pitch kind of aproach, but for now all i do is present my proposal, and let the client figure it out. I REALLY want THEM to want ME! (Is that an old pop song?) If I need the work, I let them know that scheduling is done based on who signs first, and that I've got a few other proposals I'm in the process of closing, so if you want to get on the schedule now, sign here...
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Old 02-23-2007, 06:18 AM   #34
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Re: This Bothers The Crap Out Of Me..


I've learned, over time, to not rush, push or in anyway make myself appear as if I need their project. On our initial meeting, I try to read the client as best as I can. So that I can determine if they are actually someone I want to work for.

I have them fill out what I call a "Pre-Estimate Questionaire" Pre.doc
This gives me not only info for the possible contract, It helps to see what they are looking for in a contractor, etc.

Many times they want the highest quality work but say the lowest bid will get the job. These I put on the bottom of my estimate list.

I prepare the estimate, make an appointment to deliver it, present it, explaining what is what and answer any questions. If they are not ready at that time to sign the dotted line, I thank them and go on about my biz. Sometimes they call back, sometimes they don't.
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Old 02-23-2007, 03:35 PM   #35
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Re: This Bothers The Crap Out Of Me..


Quote:
Originally Posted by ultimatetouch View Post
Well guys guess what the guy got back to me today and said there was a death in his family and they had to make plans and go out of town for the funeral. Anyways we have an appointment to meet saturday morning.
We all at one time or another sweat jobs and people only to find out it wasn't what we thought. Good luck and close that guy!
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Old 02-23-2007, 06:59 PM   #36
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Re: This Bothers The Crap Out Of Me..


Quote:
Originally Posted by kevjob View Post
We all at one time or another sweat jobs and people only to find out it wasn't what we thought. Good luck and close that guy!
Thanks.
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Old 02-24-2007, 04:59 PM   #37
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Re: This Bothers The Crap Out Of Me..


Ok so I went on the follow up today. Things seemed to go well. I proceeded with the warm up and small talk as usual. I took them through the project walking around with them and expaining what we would do. Also trying to get them to visualize what we were to do. Then I sat them down and showed them the steps we would take. I explained my warranty. How we hire trade specific subs insuring the best quality, etc., etc., etc. By the time I answered a few questions and we talked a bit more. Finally I give the price. I stay silent.. They asked a few more questions about how the work would be done and how long. Just at the time I am ready to say so shall we get the ball rolling....He looks at his wife and says so should we talk about it..ya I think we should. I respond with do you think we are capable of doing the work for you and fullfilling your needs. She said yes. He says is a large purchase and we want to know that 190,000 will cover everthing in the kitchen. I said we could firm up the agreement and have all the allowances listed. He said they have two more guys coming in...Ok well its a big decision and I could understand that....call me with any concerns or questions you have so I could help you further. Again Im stressing value and punctuality. More small talk and goodbye.
So how did I handle that was there anything more I could do?
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Old 02-24-2007, 05:03 PM   #38
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Re: This Bothers The Crap Out Of Me..


The reason why I ask this, is that I think there is more to lose by pressing it sometimes. Especially when its a large job. At the same time I dont want to not be aggressive enough. I could be very aggressive if I think it will work.
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Old 02-24-2007, 05:05 PM   #39
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Re: This Bothers The Crap Out Of Me..


Oh by the way 190,000 is not just for a kitchen. Its for a major addition and interior remodeling.
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Old 02-24-2007, 11:19 PM   #40
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Re: This Bothers The Crap Out Of Me..


Here's a few thoughts...

People do not stroke a check for $190K without thinking it through - hard selling it stupid here.

At the same time.... getting brushed off is too. The people may very well be serious with you.. but they also may not.

Had you discussed numbers at all prior to giving them the price? Did you find out their budget they have to work with? Any price injections during your presentation?

From what you are saying... it sounds like you've missed something. They've told you that you are capable of doing the job.. and fulfilling their needs.. but they have not taken action. Most likely... they still have some concerns you have not brought out yet.

Knowing that money will be a concern (though not the most important one with a sales of this size)... have you discussed their plans for this? Have anything you can offer to help them with financing options... or recommendations? Have a finance partner you can refer them to "because of the strong relationship you have with him/her... they'll be treated like family"?

Also... I would NEVER end a call with "call me with any questions or concerns". You'll have much better success by planning the next step.

Once again... no need for hard selling here. But something along these lines...

"Mr/Mrs. Prospect.. I'm sure you have some things you'll want to think over. I'm glad you're interested in working with my company to get the best remodel for your new home. Let's make plans for when we'll talk next. Would Tuesday be a good day for you?"

The nice thing about this approach is... you're taking the pressure off of them making a decision, but you're getting committment for further action.

A lot of times... based on the way they respond to your question... you can gauge where they are with you on the process. If they grab their calendar.. or ask one another what they're doing that day.. it's obviously a good sign. If you get the "sure just give us a call sometime" answer - you've missed your presentation. Might as well ask them where you made a mistake... you're not getting the sale at this point anyway.

Hope this helps!

Damion

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