Good write up GA. Thanks for that. 

On Jul 25, 2012, at 8:57 AM, "Georgia M. Rivera" <> wrote:

Follow up is critical to any sale.  Generally it will help you close 80% more business.  The selling steps need to be completed accurately, but not obviously.  People want to buy, they don't want to be sold.

When you have a lead on the phone, the only objective you need to have is getting into that door.  Do not assume anything over the phone and do not rely on your callers description.  After all, you are the trained professional, they aren't.  If they were, they wouldn't be calling you.  Even if it sounds like an insignificant project, you can have the opportunity to up sell, sell products, get more people talking about you. Do not try to "qualify" people to see if they can afford your services or if they are just tire kickers.  Go in with that attitude and you will lose the proper focus you need to make a great sale.

The 5 selling steps are:

1) Introduction - Introduce yourself, your business, give a small dissertation about what your company offers.  Short and sweet.  Don't try to over compensate, don't drag on and on and don't try to act like you are above anybody else.  Don't build them a clock...just tell them what time it is. Don't skip to presenting just yet.  You don't know what to present until you know what the client needs.

2) Qualify - This is the process in which you need to learn about your client. What are their concerns about their surface? How has the surface been maintained? Are there kids, dogs, high traffic? What kind of finish are they looking to have?  Without giving a bunch of your personal information, you can try to find a common denominator with your client. (sample: I have kids, client might have kids, I will mention the joy of parenting yet the nightmare maintenance can be and how we have simplified the maintenance projects with our services and products.  So I am brining in a human element about myself that the client can relate to and I am understanding their life and I can offer solutions to help them.)  You need to properly qualify/understand your clients needs and desires before you can go any further.  This also gives you the opportunity to build a relationship, a connection with your client. People want to trust who they give their money to.  They trust people they can relate to.  So be careful not to use too many industry verbiage unless you will also give them an explanation in laments terms.

3) Presentation - Once you have a clear understanding of what the customer's needs are, present to them some solutions you can offer to them.  I have an it!  It gives me the ability to "jump" onto my office pc so I can use the programs and presentations I have prepared for various consultations/estimates.  I can also go through my web site with them.  I give them descriptions of the process in which it will take to correct their situation and I always explain what level of maintenance and products they should use. I also use Quickbooks for my estimates and contracts.  So by jumping on my office pc (which cost me a total of $15 for the app), their estimate is completed in front of them, emailed to them and the next step allows me to create their contract with a click of a button and they can sign on the dotted line right there.

4) Ask for the sale! - If you are too afraid to ask for the sale at that time, you are not confident enough.  If you lack in confidence, the client will see this and they too will lack in confidence in you as a professional.  Ask them, would you like to schedule?  Let them know about how long the project will take, show them your availability.  

If the client does not want to close, find out why.  Is it money? Is it timing? Is it the need to get another approval?  You need to overcome objections as best as possible without being pushy.

5) Follow up - Whether you sold the job or not...follow up within 36 hours of your initial visit.

If you did not close the sale, follow up with a phone call.  Thank them for inviting you to their location and spending time with you.  Ask if they have any questions or concerns. Ask if they are ready to schedule.  If money is the issue...many times people want to negotiate for the sake of negotiation.  Our policy is that we are not used car salesmen. Our prices are our prices.  If price is an issue, then your client clearly did not get the right information from you about the processes, the science, the tooling, the products, the talent and skill that goes into these projects. This is not a janitorial service. (Make sure your prices are fair to begin with.)

I love acronyms.  And it helps me remember things.  Client still has objections? You need to think about what CAUSED the client to call you in the first place.
 Why clients call and what they are looking for:
C - Comfort (They are wanting to have that right feeling)
A - Aesthetics (they want beauty, design, they also want to know this will be a clean process, or that they will not be left with a mess later)
U - Utility (They like tooling...up to date and current technology.  You would be surprised how impressed they are with the use of a moisture meter. But also be creative...use a dime and a quarter to determine lippage, use a golf ball to listen for hallow or rattle sounds.  It makes a good conversation topic.  I get a little funny and tell them my golf ball is the latest and greatest tooling in the industry...joking obviously but it gives me a chance to explain what I am doing and means I am paying attention to details and thinking outside the box.)
S - Safety (Will the process be safe? What are the VOC's? Do you take into consideration their pets, children, elderly, tenants, etc.)
E - Environment (Is what you do friendly to nature? Going green is the newest hype.  Great marketing and take advantage of it if you can, while this one lasts.)
D - Dependability (Are you a professional who knows their stuff?  Are you a person of your word? Do they ave to babysit you?, etc.)

If unable to reach them by phone, email them.

If still unable to close, it helps to have another person on your team (opposite gender if possible) to try to follow up with them.  May sound odd, but this works a lot, as long as you and this other team member are on the same page.

If you did sell the project, follow up still.  I usually email them with a thank you for the opportunity to work with them, I look forward to working with them and a confirmation of the project start date.
(this is where gmail is awesome! Gmail calendar can send out an invite for the project date.  It can also be automatically set to send out email and/or txt reminders)

When dealing with clients, you are building relationships. Although many of our clients will say we are all friends, and many have taken us out for a meal out of gratefulness.  This is not the kind of friend that you would complain to, discuss issues with, etc.  This is a business friendship.  Be sure you speak clearly and articulate, use proper grammar and minimize slang terminology, set your body language, show them that you are interested in their needs (not your own).  If you are having a bad day (we all do) leave those worries back at home. It will still be there for you when you get back. Your focus is having a successful day and you don't want any hurdles getting in your way. But also remember to be easy on yourself.  Stressing yourself will come out in your actions and it will be recognized by the ones you are talking with.

I have spent a great amount of years throughout my professional career teaching and training in sales and marketing strategies.  My words are not the end all answers...but these basic techniques have proven success for us and to many others.

If you ever feel stuck, or wonder how to manage a sale, I am happy to help you in any way I can. Feel free to contact me on my mobile or sen out an email.  919-609-5665.

Hope this helps.

Kind Regards,
Georgia Rivera
Sent from my iPad

On Jul 24, 2012, at 3:21 PM, Fred Hueston <> wrote:

I would place a time limit on it and possible offer a discount if they accept within a certain time frame. Make sure to put a call to action on the proposals as well. Also follow u

On Sun, Jul 22, 2012 at 9:28 AM, Roger Konarski <> wrote:
What do you say?
I e-mail out all my bids to prospective customers. I am looking for advice on what to say on follow up calls once they hopefully receive the bids. That is in respect to closing the deal.
Roger Konarski

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Frederick M. Hueston PhD

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