This document outlines 5 key points for effective selling: 1) Build rapport with customers by talking to them as friends, 2) Use proper voice inflection and avoid monotone tones, 3) Stress key benefits and points of the product or service, 4) Have strong rebuttals to address objections and try to close the sale again, and 5) Always be closing by assuming the sale and paying attention to customer buying signs.

1. SELLING EQUATION

2. 5 Key Points
1. Build Rapport
2. Voice Inflection
3. Stress Key Points
4. Rebuttals
5. Closes

3. 1. BUILD RAPPORT

Defined as “to build a
trusting relationship
with the customer.”

Talk as if you knew the
customer as you know
your best friend.

The art of selling is to
talk the way you do in
everyday life.

4. Use Empathetic Listening

Respond to their questions and concerns in a
timely manner.

Demonstrate Confidence on the call. Make sure
product knowledge is correct and resources are
up to date. Always know the correct answers.
Use the Customer's Name.
Using their name will get their attention.
They will naturally perk up and listen when their
name is used.

5. 2. VOICE INFLECTION

Defined as the modulation
and tonality you apply
when you speak.

Rule of Thumb: “It is not
what you say but HOW
you say it.”

Avoid up ending or
monotonous tones.

Best inflection is a
natural one.

6. Example Voice Inflection

Command

“Go to the Store.”
Question
“Go to the
store?”
One statement can be changed by the
use of voice inflection.

7. 3. Stress Key Points

Defined as “Emphasizing
benefits of a product or
service.”

Every product has it's
“good” and “not so good”
things.

The key is to stress key
points on the call.

8. Techniques for Stressing Key
Points
1. Interviewing
2. Control Pausing
3. Personalization

9. INTERVIEWING

By interviewing and
asking targeted
questions, we learn
how best to serve
each caller.

Only through
questions do people
find out the needs.

10. CONTROL PAUSING

When you pause, the
customer will remember
the last thing you said.

Using this formula, agent
should never pause after
saying the “not so good”
things like the price.

Control pausing should be
after the “good things”
like benefits.

11. PERSONALIZATION

When agents tell the
customer what the
personally like about the
product or the service.

Word of mouth is the best
advertising.

People are more apt to do
something if they see other
people like it as well.

Chance for agents to show
their individual personality.

12. 4. REBUTTALS

2 Definitions

Answer a question in a
timely and professional
manner

Give a 2nd
attempt on the
call after the customer
has refused.

60% of Sales come from
proper and skillful
Rebuttals.

13. OUTLINE FOR PROPER
REBUTTALS
1. Transition
2. Answers
3. Close

14. TRANSITION

Phrase agents use to go from a direct no back to
the script.

Control of the call.

Not transitioning back to the script will not show
control of the call and will end in a refusal.

Example: “Let me point out”

“I understand your hesitancy, Sir/Ma'am but let
me reiterate.”

Whoever has control of the call will have a
deciding impact.

15. ANSWERS

This is a conditional step; whereas 65% of all
refusals are a generic “Not Interested.”

But when customers mention a specific reason
then it must be addressed. Such as refusing
because the rate is too high.

Provide additional Benefits to the customer.

Cover what you have not covered in your script
earlier. Such as trial periods or money back
guarantees.

16. CLOSE

“So does this sound
like something you
would be interested
in?”
“Like I said, we just
need to go through
simple information and
we will get you signed
up, okay?”
Address concern
Give additional Benefits
Close with strong assertiveness

17. 5. CLOSES

Learn your “ABC's”

Always Be Closing

PAC

Positive Assumptive Close

Agents need to assume
the sale.

Pay attention to Buying
Signs

18. 
The Agent's job is not to convince the
customer they need the product until the end
of time. The agent's job is to convince the
customer they cannot live without the
product right now.

Assume that the customer already said yes
and re-ask for technical purposes.

Example of Buying Signs:

“I didn't know that was available?”

“That is a good deal.”

19. HAPPY SELLING