how about this SALES ONJECTION?
1 - 18 of 18 Posts
Too late for an effective response. At that point you are just arguing. Five salesmen failed to find the prospects' "highest value" which causes you to deal with the mechanics of logic. To stand out from the others you must discover the emotional changes they expect to occur as the result of purchasing windows."we had 4 other estimates" i then ask if or why they have'nt made a decision,they say" they were all nice and professional,we just need more time"
i say why? its just us,thats the way we are"
responses???
People do things for their reasons, not yours.
the other one is:
they say this as soon as you walk in the door.they even mention it on the phone when scheduling the appointment.
"you are only our first estimate, we have'nt even begun to do any research so we are still very early in the process. after you ,we will see about 2 more companies and then make a decision".
they say this as soon as you walk in the door.they even mention it on the phone when scheduling the appointment.
"you are only our first estimate, we have'nt even begun to do any research so we are still very early in the process. after you ,we will see about 2 more companies and then make a decision".
the other one is:
they say this as soon as you walk in the door.they even mention it on the phone when scheduling the appointment.
"you are only our first estimate, we have'nt even begun to do any research so we are still very early in the process. after you ,we will see about 2 more companies and then make a decision".
No problem, I understand completely. So before we get started, let's sit down and you can tell me..."What's important about having new windows in your home?"
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556 Posts
i understand you need more time,obviously you need to time to address certain issues; which issues are they so i can hopefully address them for you?"we had 4 other estimates" i then ask if or why they have'nt made a decision,they say" they were all nice and professional,we just need more time"
i say why? its just us,thats the way we are"
responses???
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556 Posts
i understand,thats why i'm here,to educate you..when i leave you will know everything there is to know about windows.the other one is:
they say this as soon as you walk in the door.they even mention it on the phone when scheduling the appointment.
"you are only our first estimate, we have'nt even begun to do any research so we are still very early in the process. after you ,we will see about 2 more companies and then make a decision".
what are the main reasons you are looking for new windows?
what features are important to you?
May not be real prospects
I know we all want to close 100% of our appointments and prospects. But we need to remember that people aren't always real prospects, or at least not that point in time.
If five people have talked to them, and they say "we need more time," my guess is either they aren't really going to the job with ANYBODY in a time frame before we're all old and gray, or you might get a call back up to two years later. People lie, even if not meaning to, and say "we want to do this job." Well, what's holding you up? Out of 5 or more vendors did they all suck? More likely they meant I'd like to do this job if it was free and caused me no inconvenience, but I don't have the money or I'm too tight to spend it, or it was wishful thinking, or it was the same as window shopping without me having to go out. Don't beat yorself up too much. If you and 4 other people couldn't get any movement, there probably isn't going to be any soon.
I know we all want to close 100% of our appointments and prospects. But we need to remember that people aren't always real prospects, or at least not that point in time.
If five people have talked to them, and they say "we need more time," my guess is either they aren't really going to the job with ANYBODY in a time frame before we're all old and gray, or you might get a call back up to two years later. People lie, even if not meaning to, and say "we want to do this job." Well, what's holding you up? Out of 5 or more vendors did they all suck? More likely they meant I'd like to do this job if it was free and caused me no inconvenience, but I don't have the money or I'm too tight to spend it, or it was wishful thinking, or it was the same as window shopping without me having to go out. Don't beat yorself up too much. If you and 4 other people couldn't get any movement, there probably isn't going to be any soon.
My statement
I purposely use bad grammar.
"Wow! Four estimates? By now, you should know more about windows than I do. So, tell me exactly what you want, and let's get started!"
Positive vibes and customer expectation are implied and don't need to be spoken.
Never get frustrated.
Always crack a joke when you can.
Always assume you are going to get the job.
Never think your chances of getting the job are less for any reason.
I purposely use bad grammar.
"Wow! Four estimates? By now, you should know more about windows than I do. So, tell me exactly what you want, and let's get started!"
Positive vibes and customer expectation are implied and don't need to be spoken.
Never get frustrated.
Always crack a joke when you can.
Always assume you are going to get the job.
Never think your chances of getting the job are less for any reason.
I simply ask what they hope to accomplish by getting a 5th estimiate. You can say it with out being rude but i would get a direct answer before i wasted my time going out to be the 5th one.
you would ask why you are the 5th over the phone?
If they told you this when they first contacted you. Yesyou would ask why you are the 5th over the phone?
If you found this out at the kitchen table..too late
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7,453 Posts
I thought finding out what estimate you are is all part of the whole qualifying process and happens when you are on the phone with them the first time.
I think there are two main reasons people try to get more than just a couple quotes:
1. The larger, more complex, and/or more expensive the job, the wider the price variance among vendors. Statistically, you need a greater sample size to determine the mean and exclude the outliers.
Customers may not be conciously thinking about the math involved, but if there's a large spread amongst their first few bids, they're going to at least subconsciously want more quotes to figure out what they should be paying.
We all do it when we buy goods and services, it's the same with the average homeowner.
2. If they tell you up front that they've got 4 bids, they may have done that (in which case, if you're like some of the other posters - you just politley hang up and go back to watching Oprah and eating Cheetos) OR they may just be giving you a signal that they aren't interested in negotiating very hard for this and want your best price up front.
In either case, if you need the work and are interested in bidding for it, I'd do exactly that - figure out the best price you'd be happy doing the work for and then give that. Otherwise - Oprah and Cheetos.
1. The larger, more complex, and/or more expensive the job, the wider the price variance among vendors. Statistically, you need a greater sample size to determine the mean and exclude the outliers.
Customers may not be conciously thinking about the math involved, but if there's a large spread amongst their first few bids, they're going to at least subconsciously want more quotes to figure out what they should be paying.
We all do it when we buy goods and services, it's the same with the average homeowner.
2. If they tell you up front that they've got 4 bids, they may have done that (in which case, if you're like some of the other posters - you just politley hang up and go back to watching Oprah and eating Cheetos) OR they may just be giving you a signal that they aren't interested in negotiating very hard for this and want your best price up front.
In either case, if you need the work and are interested in bidding for it, I'd do exactly that - figure out the best price you'd be happy doing the work for and then give that. Otherwise - Oprah and Cheetos.
Enforcer
Sounds like you are letting them sell you;
"we had 4 other estimates" i then ask if or why they have'nt made a decision,they say" they were all nice and professional,we just need more time"
i say why? its just us,thats the way we are"
responses??? Smile turn to wife and say "Joe Wouldn't kiss on first date".As far as these posts that say they have phone ESP,why dont they use it at the race track or stock market?If you think you can tell what people will do on the phone,why be in home improvement,just sell on the phone.
There is a lot of B.S here.Go out and meet the people,your only there to help,show them that,tell them that.Try harder than the other guy,keep asking.Good LUCK
Sounds like you are letting them sell you;
"we had 4 other estimates" i then ask if or why they have'nt made a decision,they say" they were all nice and professional,we just need more time"
i say why? its just us,thats the way we are"
responses??? Smile turn to wife and say "Joe Wouldn't kiss on first date".As far as these posts that say they have phone ESP,why dont they use it at the race track or stock market?If you think you can tell what people will do on the phone,why be in home improvement,just sell on the phone.
There is a lot of B.S here.Go out and meet the people,your only there to help,show them that,tell them that.Try harder than the other guy,keep asking.Good LUCK
Joined
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116 Posts
Sorry but IMO asking 'why?' after they say they need time sounds a bit pushy to me. Perhaps ask do they have any idea of when they may make a decision, because material prices do fluctuate?
I know this is hindsight, but Im a firm believer in the old saying "sometimes it's not what you say, but how you say it".
I know this is hindsight, but Im a firm believer in the old saying "sometimes it's not what you say, but how you say it".
enforcer,
I think everyone has some valid points.
The reason for qualifying over the phone for me is that my time is precious. The are "tire kickers" out there and no one wants to sit for a few hours like us windows guys are several hours like the GC guys for what in reality is not even a prospect for work. I'd prefer to spend time with the family that barely remembers who I am. I think we have all made the mistake in qualifying TOO hard and that is where the problem begins.
It's okay to ask questions on the phone to find out what you're getting onto. My standard is, "Have you had anyone take a look at this for you? Why are you still getting bids?"
Based on your example I think they're full of it. If everyone was professional, did a great job, and they liked what they had to say, then if they are "just the way they are" they'd be sitting in front of the fireplace "thinking about who they wanted to go with"...not getting more bids. The right questions up front might have weeded this out early.
So might I suggest:
1. Get the HO's history regarding their project early on. Have they been thinking about this project for awhile or did it come up just recently, why haven't they done anything until now, any other bids, why they haven't picked someone yet, no bids then what is the things that are important when looking for a company to do this job, what's their timeline for having this done, and many more questions.
For me, these have to be answered before I move forward because they wil all be reasons not to buy in the end. If I know the answer in the beginning I can tailor my presentation to squash those and leave the HO with no reason not to buy.
Ever had a buddy tell you you're full of s*** and usually you are cause you're trying to dodge saying what's on your mind? HO do it too.
They don't want to hurt your feelings so they try to give some BS instead of saying, "you're not the guy for us." I tell them they're not being honest with me.
"Joe, here's my thoughts and then we're going to decide what we are going to do about you're project. In my experience that response tells me three things...1. You don't really know WHAT you want and you're hoping a guy will come along and figure it out for you...2. One or both of you has lost interest in doing this project right now but are afraid to admit to yourself or the other so the bid/estimate process continues to appease the need...or 3. You're not being open and honest with me. #3 we're going to fix right now. If you can't be open with me and tell your fears and concerns about taking this project on then you will NEVER get this done because the guy sitting across the table will not know how to help you. As far as #1 goes if you're honest with me I can help you figure out what would be best for you if you communicate with me . And #2 comes down to need. And usually this process doesn't begin unless everyone agreed at some point you had a need or desire. And in my opinion you do need this work done."
"So let's get past all the bull crap, tell me what's important to you, what's intimidating you, be real with me, and let's this thing done and out of your hair once and for all!"
I think everyone has some valid points.
The reason for qualifying over the phone for me is that my time is precious. The are "tire kickers" out there and no one wants to sit for a few hours like us windows guys are several hours like the GC guys for what in reality is not even a prospect for work. I'd prefer to spend time with the family that barely remembers who I am. I think we have all made the mistake in qualifying TOO hard and that is where the problem begins.
It's okay to ask questions on the phone to find out what you're getting onto. My standard is, "Have you had anyone take a look at this for you? Why are you still getting bids?"
Based on your example I think they're full of it. If everyone was professional, did a great job, and they liked what they had to say, then if they are "just the way they are" they'd be sitting in front of the fireplace "thinking about who they wanted to go with"...not getting more bids. The right questions up front might have weeded this out early.
So might I suggest:
1. Get the HO's history regarding their project early on. Have they been thinking about this project for awhile or did it come up just recently, why haven't they done anything until now, any other bids, why they haven't picked someone yet, no bids then what is the things that are important when looking for a company to do this job, what's their timeline for having this done, and many more questions.
For me, these have to be answered before I move forward because they wil all be reasons not to buy in the end. If I know the answer in the beginning I can tailor my presentation to squash those and leave the HO with no reason not to buy.
Ever had a buddy tell you you're full of s*** and usually you are cause you're trying to dodge saying what's on your mind? HO do it too.
They don't want to hurt your feelings so they try to give some BS instead of saying, "you're not the guy for us." I tell them they're not being honest with me.
"Joe, here's my thoughts and then we're going to decide what we are going to do about you're project. In my experience that response tells me three things...1. You don't really know WHAT you want and you're hoping a guy will come along and figure it out for you...2. One or both of you has lost interest in doing this project right now but are afraid to admit to yourself or the other so the bid/estimate process continues to appease the need...or 3. You're not being open and honest with me. #3 we're going to fix right now. If you can't be open with me and tell your fears and concerns about taking this project on then you will NEVER get this done because the guy sitting across the table will not know how to help you. As far as #1 goes if you're honest with me I can help you figure out what would be best for you if you communicate with me . And #2 comes down to need. And usually this process doesn't begin unless everyone agreed at some point you had a need or desire. And in my opinion you do need this work done."
"So let's get past all the bull crap, tell me what's important to you, what's intimidating you, be real with me, and let's this thing done and out of your hair once and for all!"
BDiamond and others: the fact that you take so much time in answering my questions shows how much charactor you guys have..alot !
i appreciate all the advice..thanks and have a merry christmas.
i appreciate all the advice..thanks and have a merry christmas.
Asking a potential client why is pushy???Sorry but IMO asking 'why?' after they say they need time sounds a bit pushy to me. Perhaps ask do they have any idea of when they may make a decision, because material prices do fluctuate?
I know this is hindsight, but Im a firm believer in the old saying "sometimes it's not what you say, but how you say it".
Not even close. If you want this person to be a client that is presicly the right question to ask. Otherwise you may spend a lot of time answering questions, that the customer isn't even thinking about.
Don't be afraid of people, discussions are good!!:thumbsup:
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