Transcript Document

Sales Training
Sales Training
• Background
• Drive Theory
• RAMSR
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–
–
–
Gaining Commitment
Getting Referrals
Setting Appointments
Closing
Sales Training
RAMSR
Intention
Before you even pick up the phone, think about
your intention
– Why are you calling this person?
– Do you feel like a help or a bother?
– What would you sound like if you had a million
dollars to offer them?
"Each day when I awake I know I have
one more day to make a difference in
someone's life" --James Mann
Qualifying Probes
~RAMSR~
• Is this a potential client?
• You need to discover...
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R: Rapport
A: Admissibility
M: Motivation – Drive Theory
S: Sign Up (Sum. to Close/Gain Buy-in)
– Set appointment/complete application
– R: Referrals
Rapport
• Every technique requires rapport.
• The success of your efforts depends on it.
• Think of talking to your best friend.
• When do I establish rapport?
– Throughout the entire process!
• During the initial phone call
• During the appointment
Rapport
• How do I establish rapport?
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Be yourself! That’s why we hired you.
Analyze and adjust to personality
Find common interests
Relate to the student
• You mentioned you have three kids… I have two. How old are yours?
– Open call knowing what your going to say:
“Hello {name} My name is {your name} and I am your personal
admissions counselor here with “xyz educational services” here in
{city, state}. I received your request for information stating that
you have a desire to take control of your 401K…is this correct? Tell
me what you are looking to do….
Probing builds rapport!
• When you are probing for motivation, you are
letting them know you care about THEM.
– They don’t care what you know until they know how
much you care.
• By summarizing, you are showing the student that
you are listening to their words, and that builds
their trust as well.
• Rapport is not separate from the rest of RAMSR – it
is part of EACH step! Rapport is about relationship
building.
Cookies!!!
• Make them feel good about their accomplishments!
– If they tell you something they’ve done or accomplished–
as a parent, an employee, a student, give them credit!
• “Wow, Diane, you are a single mom raising two kids, working full
time, and you are making it a priority to get your 401K in order
for your retirement. Good for you!
• “So, you’ve been w/ ABC corporation for 7 years?! That’s
amazing! You must be a very devoted employee.”
Be Confident and Genuine
• Throughout the call or appointment, give out cookies
constantly!!
– Cookie vs. Crumb
• Make the client feel good about their accomplishments and
encourage them there are still so many more yet to come!!
• How do you feel when someone compliments you? Do you
want to hear what else they may have to say? Do you feel
better about yourself and them?
• The person on the other line is looking for YOUR help!! YOU
are there to provide that!!
Admissibility
• Is the client Admissible? Ask...
– Tell me about your previous 401K risk
management plan
– How much do you have in your 401K
– Do you know if you have the best or worst funds
in your 401k?
Motivation:
Drive Theory
“Successful people ask better questions,
and as a result, they get better answers.”
~Anthony Robbins
Dr.’s Visit
Check in
Fill out questionnaire
Nurse Assistant questions you
Nurse questions you
Dr. questions you
Dr. checks ear/nose/throat/lungs/temp
X Ray
Bronchitis
Take antibiotics and get better or do nothing and
it develops into Pneumonia and death >>>> you
choose?
When you realize you are sick and things are getting worse you
go to the doctor, follow their advice, and get better so you
don’t get worse.
The Secrets….
• The secret formula I developed
– What + Why = Must (Need) (DRIVE THEORY)
– Must + How = Now (Signal Newsletter & Analyzer)
• Drive theory brings emotion to the logic. Why is this
important?
• Drive theory is the mirror. It is the tough questions that
makes investors look at their past, present and future
choices and take control by making a choice.
• Drive Theory can get more challenging as you become
more experienced. Why?
• ALWAYS GO BACK TO THE BASICS….
The Secrets….
• Probe in a strategic fashion to uncover needs.
• Dig 5 Layers
• Drive theory is the groundwork for urgency and
overcoming objections. Focus on solutions for
goals not problems.
• If they do not reveal past/present/future w/out
information, find future with and then reverse it
to bring about the opposite.
• Take notes and use their exact words.
Drive Theory:
Driver’s Ed
1.
2.
3.
4.
5.
6.
Past
Present
Future
Future Pleasure
2 Second Pause
Summarize & Choice
Motivation - FORK IN ROAD
401K
FUTURE
WITHOUT
What will your 401K
look like if you stay on
the same path w/o a
risk management plan?
PRESENT
FAST
FORWARD
TWENTY
YEARS
401K
FUTURE
WITH
How will you feel
with your 401K
having a risk
management plan
going forward?
What inspired you to inquire now?
YOU ARE HERE
Do you know if you have the best
performing funds in your 401K?
Do you currently have a risk
management plan?
PAST
How has your 401K done
following the buy and
hold mentality? Why
where you following it?
Remember.. Always use their words back to them!
NEVER TELL WHAT YOU CAN ASK!!!!!!
TURN ANY ASSUMPTIVE STATEMENTS INTO OPEN
QUESTIONS – THEY WILL ENROLL THEMSELVES!!
For example,
If a client says they are motivated to find a solution so they can have
more confident in the market,, you might be inclined to say, “And that
will make you more money right? ….Instead you can say “What will
that confidence and plan do for you?”
TURN THEIR STATEMENTS INTO QUESTIONS……
Advanced Driving
1.
2.
3.
4.
5.
6.
7.
Pain Past w/o plan/analysis - dig at least 5 layers - you should be able to draw this
Pain Present w/o plan/analysis - dig at least 3 layers - you should be able to draw this
Pain Future w/o plan/analysis - dig at least 3 layers - you should be able to draw this
Pleasure Future w plan/analysis - dig at least 5 layers - you should be able to draw this
2 second pause –
Thank them “Thank you for sharing that information with me"
Summary & Choice "Based on what you have said it sounds as if you have two choices "state Pain
future w/o plan/analysis " or state “Pain future w/ plan/analysis " - which will you choose?“
8. What do you know about the analyzer and SPX Bull/Bear Signal Newsletter?
1. Summary
1. It answers the question for you in about 3 seconds about whether you have the best or worst performing funds in your 401k
2. It provides an educational risk management strategy.
9. What do you think the next step is? Confirm and Hook - Don't say a word until they answer - when
they answer say "excellent" - then don’t say a word - JUST BE SILENT - 9 out of 10 times they will
say what is the next step
10. Answer - The next step is to sign up.
The Secrets….
• Get them to ask you!
• Get motivation!
• Know the answers to all your questions before
they arrive
• Probe in a strategic fashion
• Be confident and genuine
• Start off appointment with a strategic question
not how is the weather
Set Appointment/Signup
Urgency – Gaining Buy-in
• How soon does the client want to Signup?
• Ask...
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Are you ready for the next market crash?
Do you think you can predict when that will happen?
How soon do you want to have a risk management plan?
How soon do you what your money in the best historically
performing funds?
– On a scale of 1-10, how important is it to have your money
in the best historical performing funds and to have a risk
management plan for the next market crash?
• Do you have access to the computer and the internet
right now?
• If yes -> Gain Commitment To Close/
• If no -> Set In Person or Phone Appointment
ESTABLISH TIME AND APPOINTMENT
• Summarize Need/Benefit (Drive Theory)
• Schedule Probe (Choices)
• Weekday/Weekend
• Morning/Afternoon
• Thursday/Tuesday
• Homework (Use Deadlines)
• 1) Write down any questions you have
• 2) Fill out form with mutual fund symbols I am going to send you
(Not required but helpful)
• Bring copy of 401K statement
• 3) Fill out customer information form and bring it with you
• 4) Bring Credit card or checkbook
Gaining Commitment
• 6 Statements to Increase Show Rate (A-F)
A)
B)
C)
D)
E)
F)
Make sure they know why they are coming in
Make sure they know you value your time
Make sure they know they can show up
Make sure you prepare them for the day of the appt
Make sure they know how to get to the appt
Make sure they write down day and time of appt
GAIN COMMITMENT TO APPOINTMENT
A. I know we have went over this and I have found that clients who get
the most out of the appointment know exactly why they are coming
in. What you are expecting to get out of coming into the
appointment?
• This will get them to understand why the are coming in so they if
they think about cancelling they can remember the reason for
the appointment.
B. This is very important to you and time is limited for you to be able to
come in as I only meet with a maximum of 4 new clients a day.
C. Based on what you have said about what you are looking for out of
this appointment and the decision you have made to move forward to
take control of your 401K is there anything that would happen that
would stop you from coming into the appointment?
GAIN COMMITMENT TO APPOINTMENT
D. Okay I want to warn you of something that a lot of clients feel after
they schedule an appointment. They get nervous, or they are tired
from work, or life just happens and they think about postponing. Since
this is important to you what are you going to tell yourself when you
get nervous, tired, think about postponing or life circumstances come
up to keep you motivated and ensure you come in so you can move
toward obtaining control of your 401K (the answer should be their
motivation). If they can’t answer then probe say why do you want to
take control of your 401K? Then ask them the question again: “what
are you going to tell yourself when you get nervous, tired, think about
postponing or life circumstances come up to keep you motivated and
ensure you come in so you can move toward obtaining control of your
401K”.
GAIN COMMITMENT TO APPOINTMENT
E. Excellent I will send you an email with a map to my office, the mutual
fund symbol form, and the client information form (if you can’t fill out
the form please bring your 401K statement with you – NOTE also send
them a referral form that they can feel out no need to mention it you
will be surprised how many people feel it out – ask for name, phone
and email for 10 people). Please reply to this today to let me know
that you have received it. What time can you reply to the email today?
F. To make sure I have the right time can you state the date and time you
have on your calendar for our appointment.
END CALL
It was a pleasure speaking with you and I look forward to seeing/talking to
you on Date & Time, have a great day {CLIENT NAME}.
2 sec pause – Hang Up
Referrals
• Do not ask DO ask WHO – open not closed
• FFA – Friends Family Associates
• Who else do you know that would benefit from
this with their 401K? Ask...
– Who would you like to bring to your appt.?
– Send them referral form/recommend them to referral
form on site/have referral form ready to fill out as part
of appointment process
– Obtain name, home phone, cell phone, email
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•
Gain Commitment To Close
What do you want out the analyzer?
Why do you want a risk management plan?
How will the analyzer and signal get you
there?
Why now?
Referrals
• Who else do you know that would benefit
from this with their 401K? Ask...
– Who would you like to bring to your appt.?
– Send them referral form/recommend them to
referral form on site/have referral form ready to
fill out as part of appointment process
ARRIVAL TO APPLICATION
(10-12 minutes)
Have analyzer report printed and ready.
If you did RAMSR on the phone correctly then you know the answers.
• Greet them with “Hi (client/student name) my name is
(your name) are you excited to get control of your
401K?”
• Summarize
–
Drive (past, present, future w/o, future w)
– 3 Questions (Sell it back to me – see next slide)
– 3 Choices (each choice is a yes to the application)
• Summarize – Give Date - Fill out application
Gain Final Commitment To Close
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If they have funds pull report
If company is in list pull report
If they have statement call company and get them
If none of the above – let them know they will have access and
can do it at any time – then move forward
• Summarize
– What is the clients goal with their 401K? Motivation (in detail)
– How will analyzer/signal help get them there?
– Why Now?
THREE CHOICES
Each choice is a yes to the application
– Type Silver/Gold/Platinum
– Payment Plan (Monthly/Annual)
– Payment (Credit Card/Check or Visa/MC)
Summarizing Motivation and Needs to be
a Final Commitment
TOP SIX THINGS TO SUMMARIZE:
• Three sell it back to me questions
• Three choices
• Then give application/payment form/user
agreement.
Finally…ask for the application!
• Top reps don’t ask for application they lead to the
application.
– CONFIDENTELY lead them to the next step
– “Your next step is to complete the application.”
– THE NUMBER ONE REASON AGENTS DON’T GET
APPLICATIONS IS THEY DON’T HAVE CONFIDENCE TO LEAD
CLIENTS TO THE NEXT STEP!
• What do they get by submitting an app? WIIFM?
– To lock in the platinum package for the silver price, and to
get immediate access to the current signal and analyzer,,
we’ll want to complete that application today.
Referrals
• Do not ask DO ask WHO – open not closed
• FFA – Friends Family Associates
• Who else do you know that would benefit from
this with their 401K? Ask...
– Who would you like to bring to your appt.?
– Send them referral form/recommend them to referral
form on site/have referral form ready to fill out as part
of appointment process
– Obtain name, home phone, cell phone, email
Sign Them Up
• Provide username and password through
email or in person and provide website login.
• Do quick website orientation.
Graduation
Congratulations!!