| What Happens When You Call The Average Balloon | | | | that you would say if a best friend declared the |
| Business or floral shop for a quote to have them do | | | | same news to you. Whatever it is that you would |
| your wedding? | | | | say to a friend is the same thing you should say to a |
| Let's call the typical balloon business (you're would-be | | | | customer. |
| competitors) and see if they get the secret word | | | | Allow Your Customer To See You As A "Friend" |
| when you call: | | | | Do you want your customer to see you as a "friend" |
| Party, Party Balloons, this is Cheryl; may I help you? | | | | or just as another customer calling to get |
| Yes, Cheryl, I'm getting married in June of this year, | | | | information? When you deal in business, do you |
| and I'd like to know what you charge to do a | | | | prefer to deal with someone who makes you feel |
| wedding in balloons? Well, that all depends on what | | | | like a friend or "just a customer"? Now let's go back |
| your budget is and what you select. We'd need you | | | | to our scene with Olga and do an instant replay and |
| to come in for an appointment to the different | | | | finish up the dialog. |
| decorations that we have from our portfolio and let | | | | Well, I'm calling you to tell you that I'm getting |
| you select which designs that you like the best and | | | | married! |
| then we can work within your budget. | | | | Congratulations! |
| Pop Quiz! | | | | Yes, this is the one secret word - "Congratulations!" |
| Question: How did Cheryl at Party, Party Balloons do? | | | | The Right Way to Handle the Phone |
| Answer: Terrible! | | | | Let's take another look at the earlier dialog when the |
| What? You thought she did okay, and that you | | | | call was made to Party, Party Balloon Company. |
| would have probably said something similar? Nope, | | | | Party, Party Balloons, this is Cheryl; may I help you? |
| Cheryl's response was typical, maybe even polite, but | | | | Yes, Cheryl, I'm getting married in June of this year, |
| incorrect and ineffective for guaranteeing the sale. | | | | and I'd like to know what you charge to do a |
| An Important Clue | | | | wedding in balloons? Well, congratulations! Are you |
| How do people buy? I'm very serious with how I | | | | excited? Yes, a great deal! I've been looking forward |
| pose to you this question. How do people buy? The | | | | to this day for a long time! Isn't it exciting to know |
| answer is the secret of all of your sales success. | | | | that someone is looking to spend the rest of their life |
| People do no buy logically; they buy emotionally! And | | | | with you? I think my fiance is even more excited |
| what I am about to reveal to you will give you the | | | | than I am... |
| keys to the kingdom of instant wedding decoration | | | | Do you see the difference in the way this |
| sales by uttering just one simple word. | | | | conversation is being guided? Though they start out |
| The One Secret Word Please! | | | | asking about price, we purposefully disengage and |
| Alright! Alright! I can hear you insisting that enough is | | | | sidestep this initial inquiry question in order to engage |
| enough and that now it is time for me to tell you | | | | their emotions. Remember the fist law of sales? |
| exactly what is this one secret word. But just before | | | | "People do not buy logically, they buy emotionally." |
| I tell you, I have something else to ask you. Who's | | | | The idea is to let them talk with emotion and |
| you're best friend? Okay, then let's give her a name. | | | | excitement as long as you can. The longer you allow |
| Let's call her Olga. This is the scenario. Olga calls. | | | | them to passionately talk about their special event |
| How's it going. This is Olga. | | | | with you, the more you become ingrained in their |
| Olga, what you been up to? It's been a while since | | | | minds that you are the one to do this decoration job |
| I've heard from you! Well, I'm calling you to tell you | | | | for them. |
| that I'm getting married! | | | | This ladies and gentlemen is the way that you close |
| Let's stop for a moment. The secret word that you | | | | the sale from the first correct word that you utter. |
| should say when a customer calls and tells you that | | | | So, to sell,sell, sell more, when in doubt, don't |
| he or she is going to get married is the same thing | | | | articulate - congratulate! |