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Sales Question----roofing/window

 
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Old 02-07-2010, 11:57 AM   #41
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Re: Sales Question----roofing/window


No question that attitude impacts one's presentation. Who wants to work with someone who says "You don't want to buy this carpet, do you? I didn't think so..."

But to think that every job can be closed RIGHT NOW is unrealistic, whatever the sales seminars may tell you. "If you only say the right words you will close the job... if you don't close it's because you didn't asy the right thing..."

This is silly. Most of us have had clients caome back months or even years later after talking to them. That's because we did impress them, but they weren't ready to do it RIGHT THEN.

And in this economy one of the objections that we don't see as much of in a normal economy is fear of the general economy. And if you look at the original question my point was the client may not be able to be closed RIGHT NOW because he has objections or fears that we can't solve. My point was a)don't beat yourself up if it doesn't close today, but b) stay in touch because what they may be saying is not NO, but NOT RIGHT NOW.

Still, since we are hearing that so much, it tends to be real frustrating. If we all hear that overwhelmingly for the next year, say, then when people are ready there won't be anyone left in the industry to do the jobs. There ARE people still doing jobs and we have to dig really hard to find them, but to not recognize a lot of people are putting things off just isn't facing facts that there are fewer buyers in the marketplace RIGHT NOW.
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Old 02-07-2010, 01:30 PM   #42
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Re: Sales Question----roofing/window


Quote:
Originally Posted by KG007 View Post
No question that attitude impacts one's presentation. Who wants to work with someone who says "You don't want to buy this carpet, do you? I didn't think so..."

But to think that every job can be closed RIGHT NOW is unrealistic, whatever the sales seminars may tell you. "If you only say the right words you will close the job... if you don't close it's because you didn't ask the right thing..."

This is silly. Most of us have had clients come back months or even years later after talking to them. That's because we did impress them, but they weren't ready to do it RIGHT THEN.

And in this economy one of the objections that we don't see as much of in a normal economy is fear of the general economy. And if you look at the original question my point was the client may not be able to be closed RIGHT NOW because he has objections or fears that we can't solve. My point was a)don't beat yourself up if it doesn't close today, but b) stay in touch because what they may be saying is not NO, but NOT RIGHT NOW.

Still, since we are hearing that so much, it tends to be real frustrating. If we all hear that overwhelmingly for the next year, say, then when people are ready there won't be anyone left in the industry to do the jobs. There ARE people still doing jobs and we have to dig really hard to find them, but to not recognize a lot of people are putting things off just isn't facing facts that there are fewer buyers in the marketplace RIGHT NOW.
oo7,

No argument about closing "RIGHT NOW". Prospects become customers when we discover their expectations and help them feel comfortable about the path to achieving their expectations. That may happen on the first call, or it may take a couple meetings.

What you said makes sense....whatever the sales seminars may tell you. "If you only say the right words you will close the job... if you don't close it's because you didn't ask the right thing..."

It is silly. In that style of selling the emphasis is on the "close", when the emphasis should be on the "open". That's when it is important to ask the right questions and say the right things. Salesmen are short-sighted because they think they get paid to close so they spend all their efforts learning arm twisting tactics.

Unless a salesperson is truly communicating with the prospect they will get objections, stalls, and put-offs that are difficult to deal with. The prospect under-fire will grab at the most convenient excuse, the economy. No amount of hammering will overcome the mismatch in the customer's expectations and that salesman's obsession with his closing ratios or his paycheck.

People give excuses because they aren't comfortable with one or more of the following:
Person
Product
Company
Price

If they truly are on board with those four, they won't be grasping for the excuses that seem so plentiful in today's market. To butcher an old phrase, "It's NOT the economy stupid." It's the low level of rapport with the client.

The real answer is to understand the customer and what they want to accomplish, then craft your presentation to their needs, not what someone said in a seminar.

Those that can, do. Those that can't, teach.
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Old 02-07-2010, 02:42 PM   #43
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Re: Sales Question----roofing/window


the only time i really push hard for the one day close is if the home owner already has a few estimates. i really pound hard if they have 5 or 6,i call them estimaye collectors and i do not want to be part of their collection.
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Old 02-07-2010, 08:21 PM   #44
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Re: Sales Question----roofing/window


Bill:

Got to disagree to some extent. You are right as far as it goes. But there are times a salesperson has done their job and the client has no qualms about the proposal, whatever it is, but has some other reason that may be totally unrelated to what the salesperson or company can overcome.

For example, my wife and I were browsing one afternoon and I was ready to commit to a new fridge. My wife was ready to commit to a new TV. We went home with neither. Salesperson had done their job, but there was an external factor the salesperson couldn't overcome no matter what. In this case it was conflict in what each spouse was willing to commit to.

Have a couple who has put off a ktchen for two years and counting. They had prepaid for a granite top elsewhere before I ever met them, so the intent is real. Were happy with my design, etc., put if off for a year because of budget/major renovation they were planning for last summer. Put if off again due to wife's fear of the economy. (Her "excuse?") Contacted them recently because of a special that cold save several hundred dollars. Husband had lost his job.

So that's an example of maybe I've done everything to make them comfortable with a major purchase, but they have other circumstances that are beyond my capacity to solve. And there are lots of other people in their circumstance, or have 3 kids in college, or an elderly parent who is first priority, or are just afraid. Unemployment if supposedly 9.7%, but underemployment and the real unemployment rate and reduced hours and reduced incomes are maybe anything from 17% to 30%. And that leads to apprehension in a lot of people.

Yes, there are still people doing projects. Those are people either who feel secure or HAVE to do a project. And we have to dig deeper to find them. And we need to make sure we have given them the warm and fuzzy they will receive professional service and good value for the money. But to think everyone deferring a job is just because the salesperson hasn't done their job is a fallacy.
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Old 02-08-2010, 01:10 AM   #45
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Re: Sales Question----roofing/window


I almost always agree with Bill Z when it comes to closing philosophy.

I am a big proponent that rapport is key and everything else is secondary. Just go in, be real, listen, ask questions, and meet their need. I'm sure everyone believes they have a great company, product, price, etc so to me it's not about that.

Yes, people have fears that may not have anything to do with your particular demo or the components what you have to offer. However, I've learned you can overcome alot of those outside influences if you pay attention, root out the REAL problem, and put it into a clear logical perspective. I've told HO's sometimes my job is to provide a little clarity since they have so many emotional obstacles to getting the trigger pulled.

I did run into what KG007 was talking about tonight though.

Had a customer talk to 3 of the best companies in town. Said they really liked the company, window, pricing, of one but the guy was an idiot and pushy. I'm a 1-Call close guy so I put that in my pocket to address later with them. I asked them why they haven't chose anyone, what they liked and didn't like about what they've seen, etc. I determined they just weren't trigger pullers. So I laid it out to them and told them i don't think we'd be a good fit.

"You guys have talked to alot of decent companies. You don't need me. It's seems you're getting bids hoping you'll get to the point of just getting it done. You're going at it from the wrong end. Make the decision that you ARE going to pick someone and just pick someone you've already talked with. You guys have an issue that has nothing to do with windows and until you get it resolved you're going to get nothing done and sit here and talk to guys like me with no resolution to your problem. I'm sorry to say we probably don't have much to discuss because until you figure out what the issue is and resolve it...I can't help you."

Turns out they have bad credit, they can only do 1 window at a time with cash. Most companies won't do 1 window. The wife wants to get 4 done to they can get moving and the husband is worried about the kids tuition coming up and a $2000 tax bill. 1 company gave them a GREAT price on a triple pane window and would do 1. I told them go with him. They said they want to work with me instead. I told them I'm $300 more for that 1 window but if they did 4 I would come in $700 less than the same guy. (I don't know what he was doing, just how it worked out).

So again building the rapport, being real, shooting straight, put the HO's in a position that they were willing to pay MORE to work with me even though their budget was an issue. So that suppoerts Bill Z's statement that if done right you can close regardless of objections.

So the wife was ecstatic she found a guy she liked and had what she wanted. The husband was still hung up on not spending $4200 cause he wanted to spend $1000.

I explained to the husband that if finances and cost was an issue that doing 1 at a time was going to cost more LONG TERM and windows aren't about today it's about LONG TERM. I explained to the wife that she isn't going to love having 4 windows if they find that they're eating Ramen for lunch for the next week.

So I walked away. I realized I was going to have to gang up on either the husband or the wife to get the job written and what good was that going to do? Someone was going to end up feeling like they got ganged up on. Yes, my job is to write the business but here was a situation where I felt like I had done everything that Bill and I believe in. But their issues had NOTHING to do with:

Person
Product
Company
Price

I nailed all that. It had to do with their own individual motivations and fears and those are the things that I thing KG007 is talking about.
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Old 02-08-2010, 10:49 PM   #46
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Re: Sales Question----roofing/window


007 & BDiamond,

Wow, this is a great detour within the original thread! I think our mutual goal is to sort out some of the vagueness of the sales process and add some definition to the questions we deal with on a daily basis. You both bring up a couple good examples that would be covered under the "fifth" member of the list that I purposely left off.

Person
Product
Company
Price

(Timing)

As experienced sales pros who can step back (like we are doing now) and admit when we just didn't get the job done, you can easily appreciate that the fifth member of the list is dangerous for new sales people because it's an easy peg for them to hang their hat on when they miss a sale.

At best, TIMING is only a part-time member of the list because in some situations the salesperson can make it invisible by proper handling of the first four. Other times, a lead system is designed so leads that contain the fifth member are sorted and sifted until the fifth component is eliminated before the lead is issued.

BD, in your example you did the prospect and yourself a favor by letting go. If and when their timing ever becomes right (because they have available cash) you may end up with the job.

007, sounds like you did your job the first time through, and timing of the money may have been the issue. Obviously, these people have hit some rough pavement and can't be considered a valid prospect at this time. Again, Lady Luck may give you a smile someday and you'll get the job.

While you both brought up some good examples of when my first four don't cover the bases, can you think of the many times when they do? The point is, if we deal with TIMING before we run the lead, either by our marketing plan or putting cold leads on the back burner until they are warm enough, the fab four should do the trick most of the time. If we run the lead with no consideration for timing, it may become a pretty popular excuse.

Just like any objection, if we deal with it up front, we can make it work in our favor. If we ignore it until the prospect uses it, we are dead in the water.

Hint: The WRONG way to address timing. "If I can show you something you like at a good price, will you buy it tonight" LOL
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Old 02-17-2010, 08:14 PM   #47
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Re: Sales Question----roofing/window


Bill Z is right about timing. I think it is everything, the most important of the five that he lists. I've seen people make expensive purchaes of things they absolutely knew better than to do, but they were ready for buying something of the nature RIGHT THEN.

Had a run of people lately with a little different attitude. Closed on a major kitchen remodel last Friday with a great couple after working with them for about ten days to get exactly the right kitchen design. Had some promos that could be combined that saved them about $3,800. The husband had been thinking about this when we met, the wife had mentally planned it for years, they are both secure in their jobs and life and were ready.

Closed three jobs today (the following Wednesday), small ones that combined for about $5K. Had met all three within the last week. All three were ready to do the job. There wasn't anything different about how we approached the clients' needs than on anyone else who has been saying "maybe in the summer..."

One of those who have been saying "maybe next year" called about 1:00 Saturday. I usually close at 2:00 on Saturday, had to go measure two jobs that had come in that morning. The wife really wanted to come back in, I told her I could be back at 4:00. The couple came in and we looked at samples till 6:15 Saturday night. Clearly serious about doing a job, but the husband still isn't ready to do it because he works under contract which comes up for renewal in May. He wants to be SURE it renews before commiting to a major remodel.

I don't blame him at all - I would too in his position. But that's an example of a timing issue that we can't overcome no matter what. We would love to work with them when they do it, and if that's a few months off or next year then that's what it will be, no matter that they and we both would like to go ahead with it.

Also had a prospective client call me last week and came in Saturday. I think they are quite serious about the job and I'm waiting to hear back after putting together a proposal and getting back together. I think we will probably do the job because a) I don't know of anyone else who can do ALL the things they want, and b) we are competitively priced for what they want. But if they decide to go with someone else it's because of a failure on my part to convey those points well enough.

That, in my opinion, are two examples of what we are talking about. Like BDiamond it would be irresponsible of me to insist the first couple do the job NOW, even if I had some magic way to do so! But the second one depends on if I've done my job well enough to give hem the warm and fuzzy that they are going to get a great job at a reasonable price.

The good news is we have seen a small spike in activity the last week. If the weather would break maybe we would find out if people are actually ready to do some projects they have been putting off.

Last edited by KG007; 02-17-2010 at 08:18 PM. Reason: typo
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Old 02-18-2010, 05:08 PM   #48
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Re: Sales Question----roofing/window


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i forgot to give you my "grand slam close". at least it works for me,i am going to give you the close i just gave but add my "grand slam". you guys can laugh but it works. play close attention to the last sentence.
"let me ask you a question. you said you recieved another estimate and our pricing was basically the same but I was more informative? most reputable contractors cluster around the same price points,some a bit higher than others due to overhead but contractors that do QUALITY WORK are usually in the same ball park. that being said,you seem to feel comfortable with me/company and i am giving you references,give me a good faith deposit ($250 ),i'll put you in the books for March and hold the pricing I just gave you. I think thats fair to both of us" then stick out your hand for a hand shake,when he shakes your hand look at him straight in the eye and say,"we have a deal".
God that's cheesy.

Is the "grand slam" part where he takes your hand, twists it behind your back, rolls you into a ball and smacks you off his porch with a bat?
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Old 02-18-2010, 05:18 PM   #49
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Re: Sales Question----roofing/window


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Originally Posted by davinci View Post
had an estimate for a roof the other day. customer was very nice,like me and actually told me i was more informative than "the other guy". anyway, they said they want to do the roof in March,not next week and they will call me the end of February. should i have said,
1)"great,could i have a small deposit?
2) can i ask why you are waiting til March?
3)ok,i will call you the end of february.
opinions,thanks...
4) "Sounds good, let me know if you have any questions in the meantime." and go on your way. If he really is serious, he'll appreciate you being straight with him and not pressuring him to buy now or DIE!!!! If not, you spent all the time you need to with him, and can get on to the next lead.

Also, if you don't burn the bridge while you're both standing on it, you'll start noticing referrals from folks who never even hire you. I can't count the number of jobs I've done for people who were referred by folks I can't remember meeting/never did any work for.
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Old 02-18-2010, 08:16 PM   #50
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Re: Sales Question----roofing/window


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Originally Posted by welterweight View Post
i forgot to give you my "grand slam close". at least it works for me,i am going to give you the close i just gave but add my "grand slam". you guys can laugh but it works. play close attention to the last sentence.
"let me ask you a question. you said you recieved another estimate and our pricing was basically the same but I was more informative? most reputable contractors cluster around the same price points,some a bit higher than others due to overhead but contractors that do QUALITY WORK are usually in the same ball park. that being said,you seem to feel comfortable with me/company and i am giving you references,give me a good faith deposit ($250 ),i'll put you in the books for March and hold the pricing I just gave you. I think thats fair to both of us" then stick out your hand for a hand shake,when he shakes your hand look at him straight in the eye and say,"we have a deal".

I like it. The assumptive close
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Old 02-18-2010, 08:25 PM   #51
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Re: Sales Question----roofing/window


I have to sit back and laugh for a second,i just used that close early this afternoon.
i could tell he was going to be an "i have to talk to the boss(wife) type of guy". he never said it but i could just tell. i threw in a few,"you are obviously a man's man,you actually remind me of a friend of mine that was in the marine corp. you guys have the same mannerism's;its actually kind of nice to see that.i get alot of these types of guys that always say they need to check with the wife and its so frustrating. Don't get me wrong,i make some decisions with my wife with colors of carpeting or tile but windows or plumbing,electricity;c'mon,thats a man's job. anyway, lets do this for $ 11,380 . I usually require half down but one quarter is fine,just give me the other quarter in a week or so,no big deal ,i don't have a problem with that".
keep in mind,the guy also liked me and seem to have trust in my abilities. they NEED to trust you. of course in the end,he will get very good windows and a quality install. everyone is a winner.
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Old 02-18-2010, 08:27 PM   #52
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Re: Sales Question----roofing/window


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I have to sit back and laugh for a second,i just used that close early this afternoon.
i could tell he was going to be an "i have to talk to the boss(wife) type of guy". he never said it but i could just tell. i threw in a few,"you are obviously a man's man,you actually remind me of a friend of mine that was in the marine corp. you guys have the same mannerism's;its actually kind of nice to see that.i get alot of these types of guys that always say they need to check with the wife and its so frustrating. Don't get me wrong,i make some decisions with my wife with colors of carpeting or tile but windows or plumbing,electricity;c'mon,thats a man's job. anyway, lets do this for $ 11,380 . I usually require half down but one quarter is fine,just give me the other quarter in a week or so,no big deal ,i don't have a problem with that".
keep in mind,the guy also liked me and seem to have trust in my abilities. they NEED to trust you. of course in the end,he will get very good windows and a quality install. everyone is a winner.

You ran a one legger? . They don't get past our phone screening
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Old 02-18-2010, 09:04 PM   #53
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Re: Sales Question----roofing/window


yes.a one legger. his wife worked very erratic hours. had to roll with it.
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Old 02-19-2010, 04:38 AM   #54
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Re: Sales Question----roofing/window


So I've been running 4-5 appts a day and it's been turning into 10-14 hours days.

Usually I'm thankful for a 1 legger here and there because it gives me a chance to actually eat something and take a breather.

Lately I'm decided to demo them up to the pricing. I'll go through everything and then when it's time to measure I'll suggest the appointment ran a little longer than I anticipated and I'll have to come back to measure and price..."Oh and can you make sure Sandy's around since we'll be talking about pricing. In the meantime why don't you guys talk about your comfort zone and your budget so once we get some numbers on paper you can just tell me what you guys want to do yea or nay."

It's actually garnished some great results. The 1 Leg is eager to reset quickly, they've talked about the project and their finances/did their "research", and there is no "let me think about it's" at the end.

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