The Sales Script Dilemma

Most home sales companies today employ some form of sales trainer. This sales trainer has a role of increasing sales for the company. This is typically accompanied by the sales trainer utilizing some form of selling script.

The idea behind the selling script makes sense. It is to give each and every sales person a tool or path to follow. During any given sales presentation, your potential buyer has their own agenda and it has nothing to do with your selling agenda. The sales script (if used properly) can help you stay on your path even when the client throws you curve balls.

The problem with the sales script and many new home sales trainers is they feel these sales scripts are the bible to more sales. They are not. When scripts are followed too closely they WILL become a very large detriment to gaining sales.

People are all different. Personalities vary. Their goals and desires are vastly changing at any given moment. When sales scripts are used for anything more than simple reminders to stay on your selling and questioning task, the sale will most often be lost.

The issue for new home sales companies is that they rarely trust ALL of their sales people to always be doing the right thing during a selling encounter. Therefore the implementation of the selling script for ALL employees. Then they video tape their sales people with secret home shoppers to make sure they are using the sales script. Not too motivating or effective to retaining gifted sales people.

I have a better idea. Hire only positive and motivated people. The talent pool is actually very rich these days, but you have to understand how to interview and hire good people. When you have a staff of only positive and motivated humans, no scripts are needed. No more managing to the weakest link will take place and selling will occur in large quantities.

Curt Fletcher aka The Likeability Guy is a Real Estate Professional, Business Development Strategist, Published Author of the Book, "How To Sell More Homes and Increase Your Income,"Sales Trainer and Sales Manager with Lillian Custom Homes.

How to Set an Appointment

One of the quickest ways to increase your sales and income is learning to set an appointment correctly.

Are you one of the sales professionals that delivers a good presentation, and at the conclusion asks the prospect when they will be back in? Maybe you get a reply of “later in the week,” and you respond with “okay, I’ll see you then.”

Does that seem like a good method? You probably do not get very many returning prospects with that approach. Recent studies show that 70% of prospects do not return for a second visit without a firm appointment. However, those prospects with a set appointment return and purchase 50% of the time.

Wow! You spend all that time with a prospect and 70% of the time, you will never see them again. Are you interested in learning the correct technique?

Rule # 1: Know when your prospects are coming back.

In real estate sales for example, you do not want prospects showing up randomly on a Saturday or Sunday afternoon. This is your prime fishing time for new prospects. Spending this time with an unannounced prospect return eats into your future sales.

How to do this:

Have a reason for a return visit. You do not have to show off all your knowledge on the first visit. If you cannot close a buyer on the first visit, be smart with the information that you provide. Hold back a few key details that they have questions about.

If there are no questions at the conclusion of their visit and they don’t buy, you are not doing a good enough job at discovering their buying objections.

"The two best ways to ensure a return appointment are Urgency and Benefits."

Provide Value and people will return.

Reasons for an appointment:

• Unable to show a particular home


• Unable to show a certain homesite


• Unable to get certain pricing on luxury features


• Come back for financing details


• Price Increase


• Incentives Expiring

I will repeat this line. If you are unable to close the sale, hold back some of the above information for a follow-up.

When you call them, say something to the effect of, “In order to give you the time and attention that you deserve….”

Remember, you need to create urgency and benefits, beginning your statement like I have written above; you make the prospect feel important by the value you will provide them at the appointment.

How To Set The Appointment

Use the Alternate Choice Close.

Say something like this, “Since I know you love the home and that beautiful homesite, I would hate for you to be upset with me if I didn’t inform you that our prices are increasing on Monday. With that in mind, when is a better time for you to come back and review this great opportunity? Is Tuesday at 6:00 PM good, or would Wednesday at 11:00 AM be better?”

Don’t talk again, until they respond. Oh, by the way, be truthful. If you say your prices are going up on a certain day, those prices need to go up. Being dishonest will lead to everyone losing in the long run.

Try this for one month and watch your sales grow!

Curt Fletcher aka The Likeability Guy, is a Real Estate Professional, Business Development Strategist, Published Author of the book, "How To Sell More Homes and Increase Your Income," Sales Trainer, and Professional Speaker that focuses on improving your Likeability to increase your Opportunities for Success!

Top 10 Mistakes by Sales People

I have compiled a list of the TOP 10 mistakes made by sales people. This list is formed based on years of being in sales and sales training and years of being a consumer.

While most people don't do all of these thankfully, many salespeople do a couple of them. When you read this, be honest with yourself. After all, the only person you are hurting is yourself. Think of all the other people you could help and how much more money you can make by getting a little better at these.

1. Assumptions - Never assume you understand what a customer is asking. If you think you have a solution to a need the customer has, confirm it. State the solution, then ask if that solution will help them. Remember that just because you like something or your manager likes something, every single customer may NOT like it. Don't point out a "great" feature of your product if you are not already aware that particular customer has a desire for it. When you assume you set yourself up for failure and awkwardness.



2. Wrong Energy Level - Too many sales people haven't grasped the concept of either having a normal energy level or somewhat mirroring your prospect. Way too often it's either over excited sales person or super relaxed low key sales person. Neither is good. Be normal. If you are too many energy levels higher then the prospect, they WILL think you are obnoxious. If you are too low, then you are perceived as aloof and mildly clueless.



3. Not Prepared - If you don't know the basic information about your products, you lose. It's okay and perfectly understandable to not be aware of every detail of every product. That is actually a good follow-up scenario. But, if you are not aware of basic pricing, functionality, process, or how a particular product will benefit that particular customer you should NOT be selling it. Learn first, sell second.



4. Lazy - This one is fairly far reaching. Laziness really encompasses a bit of each category because of a failure to be aware of your deficiencies or lack of knowledge. For the context of this writing, I am going to use lazy to encompass a different meaning. Be on time. If you get to work 10-15 minutes late everyday, you are lazy. Sorry to be the bearer of bad news, but get to work on time. It just isn't that hard. If a client shows a desire to go see a home, car, product demonstration or whatever else. Take them! Don't give directions. Don't hand them a key. Go take them! What else are doing besides killing a possible sale that is right in your face?



5. Bad First 2 minutes - Does your greeting stink? Try something else. The first two minutes of any conversation are important for a customers perception of you. Make a note: Many customers don't want to talk to you anyway and want to avoid you initially. Why? Because so many sales people pounce on them in the first two minutes. Don't be that guy / girl. NO SELLING ALLOWED in the first two minutes. This is rapport building time. Be Likeable. Be someone that another person may actually want to talk to. If you screw this part up, it is hard to get yourself back to being viewed favorably.



6. Over Selling - Over selling is obvious and boring. It is NOT necessary to point out every feature of a product to a customer. They don't care. People want to know details about the things they find important not you. People have short attention spans and no time to waste, so don't bore people with insignificant details. You will lose them. They will tune out and start coming up with escape mechanisms to get away from you.



7. Confrontational - If a customer makes a statement of dislike, distaste, or dissatisfaction with a product you offer, DON'T take offense. You most likely didn't design it, create it, or invent it. Why are you offended if they don't like it? Find out what they dislike about something and why, then attempt to shift them to something they will like. Confrontation makes the experience bad for the customer and awkward for you. Avoid it.



8. Talk too Much - If you talk more then you listen, you are talking way too much. If you want to be good at selling and I mean better then most other people, scale your talking way back. You should only be talking to greet someone, ask question about your customer's needs, and answer questions that your customer asks. If you talk to fill what you perceive as an awkward silence, get some more confidence and hold your tongue. If you love to tell personal stories while making a sale, you lose. Customers are there to be helped, not listen to personal stories of some random sales person. Listen to your customers and respond with helpful and thoughtful solutions.



9. Wrong Focus - If your sole purpose of being in sales is to make a ton of cash, you will lose in the long run. If your goal each day is too sell your product, you also most likely lose in the long run. Focus on that individual customer that is standing in front you. Only focus on helping them. Don't push any product on any person. People love to buy, but they hate to be sold. Focus on helping the client see the benefits of your product and how it improves their current situation. Sales and money will come consistently when and if you have the right focus.



10. Arrogance - Confidence is crucial. Arrogance is the kiss of death. Arrogance is thinking that you already know everything. In many cases it leads to laziness because you stop learning new stuff. It is annoying and is a major turn-off and it has been a dagger in the heart of many once good sales people. In reality arrogance is false confidence that is created to make up for some personal deficiency in another area. It is basically a personality flaw that covers up a weakness.

Curt Fletcher aka The Likeability Guy, is a Real Estate Professional, Business Development Strategist, Published Author of the book, "How To Sell More Homes and Increase Your Income," Sales Trainer, and Professional Speaker that focuses on improving your Likeability to increase your Opportunities for Success!

The always Illusive and Tricky "Value" Proposition

If there is a bigger sales buzzword than "value" I'm certainly not aware of it. Value is almost always talked about by training professionals as one of the most important measures of having a successful sales outcome.

It's often said that by providing "value" first, you will increase your odds of making the sale.

I don't disagree with this logic at all. As a matter of fact, I believe it whole heartily and have experienced many years of personal success having done exactly that.

Where this conversation gets a little "muddy" is the definition of "value."

1. What is it?


2. Who defines it?


3. Where can I get it?

Value IS anything (Verbal Exchange / Tangible Exchange) viewed in the CUSTOMERS eyes as important and it is provided by YOU.

Value IS ONLY defined by the CUSTOMER. It can never be assumed by the Sales Person what might be of importance to the customer.

Value can ONLY be found in understanding the TRUE needs of the customer. If a Sales Person guesses value and tries to provide their version...it will never be found.

Value can be construed in so many different ways it is difficult to provide a simple answer to the "what is it" question.

It can be simply that you are a fantastic listener and you make the customer feel comfortable and confidant.

It can be that you offered them a great "deal" after determining what is important for them.

It may be that you build great rapport (Likeability) and the customer really enjoys being around you and working with you.

• How do you Really know if you have been successful in your Value Proposition?

The way I can always tell is that the conversation will turn from a more superficial (generic)conversation to a way more meaningful discussion. The customer starts to describe their thoughts in descriptive paragraph like details rather then one word or odd single sentence type speak.

Many sales people think that Most prospective customers are a pain because they give them the "Heisman-(Stiff arm)" during their interactions. The truth is they are avoiding you as a defense mechanism to avoid the annoying and often clueless sales person.

You MUST prove otherwise for them to "open" up.

During conversations with past assistants or with sales people looking for help, I typically turn the topic to specific encounters. I like to always ask how the conversation typically ends with certain customers.

The customers I like to ask about are the ones that the sales person thinks were decent prospects, but they could not convert them to a sale. In essence, they were duped by the customer which creates frustration for the sales person.

If it is a cordial but still mostly generic conversation you may think you have a good prospect...most likely you don't.

If the customer is doing most of the talking and asking more and more questions you most likely have a winner. They are "hot." Don't blow this opportunity. Follow-Up quickly with answers to their questions.

Understand that every single customer is different so assuming the same value is good for each person will NOT yield the results you want.

Be aware that value is not a random buzzword but a very real transfer that must occur, in the customers eyes, from the sales person to them. The quicker in the conversation that this occurs the better odds the sales person will have in a successful outcome.

Curt Fletcher aka The Likeability Guy, is a Real Estate Professional, Business Development Strategist, Published Author of the book, "How To Sell More Homes and Increase Your Income," Sales Trainer, and Professional Speaker that focuses on improving your Likeability to increase your Opportunities for Success!

Where is the Passion?

I am wondering to myself how many times I will walk in a store or call some sort of service provider to be greeted with....."hello, my name is blah....how can I help you today?"

The thought that I have is two-fold:

1. That is the same generic question everyone for every company asks.


2. Why do you have zero emotion in your voice?

If you have no desire for what you are doing, STOP doing it!

There are lots of things that you can do so wasting the time away being miserable is not worth it.

Try something different...perhaps one of these phrases with some BIG EMOTION in your voice!

"Thank you for calling! I'm [insert name], how may I benefit you today!"

"Welcome to [Insert Workplace], I'm [Insert Name]! What would you like to Accomplish Today?!"

Instead of saying "hello" first, try thanking / welcoming first. It is disarming and polite. It is a subtle way to open a conversation that feels more comfortable.

Sometimes "hello" sounds like you are disturbing someone or bothering them...it can make the person that is needing help feel like a nuisance....depending of course on Passion and Voice Inflection.

Try it. See what kind of results you get. You won't be disappointed!

Curt Fletcher is a Real Estate Expert, New Home Sales Professional, Published Author of the book, "How To Sell More Homes and Increase Your Income," Sales Trainer, and Professional Speaker that focuses on improving your Likeability to increase your Opportunities for Success!

Why is Likeability SO IMPORTANT?

Over the years as products and various services have improved the mind set of many people is that the product will sell itself.

There are not many training programs that currently exist that focus on much more than increasing product knowledge and demonstration skills.

The BIG reason why YOU make the difference is this exact reason.

As products have improved and sales people have a better understanding of the product itself...the personal touch has been left behind.

People have learned to sell stats and facts rather than focus on the buying needs of your prospect.

Here are some Quick facts:

• There are TONS of choices for people today.


• Sales People generally sell Stats and Facts.


• Prospects Assume comparable products are the same..except price.

This data tells me that with so many similar choices in the market place and most sales people giving the same stats and facts presentation...providing a different experience to a prospect WILL create a NEW and Unique experience.

Many important choices in life come down to Likeability.

1. If someone likes you, they will talk to.


2. If someone talks to you, they will become more comfortable with you.


3. When they become more comfortable, they will open up and become truthful.


4. When they become truthful and open, you can listen to their real needs.


5. When you hear their real needs, you can tailor your presentation and product demo around helping them.


6. When people feel helped, they perceive Value.


7. When value is greater than price.....A Sale is made.


8. When you provide Outstanding value and complete a sale, you gain a NEW Fan.


9. New Fans create referrals.

This is the cycle of Success and Likeability is the Key Component!

Curt Fletcher is a Real Estate Expert, New Home Sales Professional, Published Author of the book, "How To Sell More Homes and Increase Your Income," Sales Trainer, and Professional Speaker that focuses on improving your Likeability to increase your Opportunities for Success!

YOU need to be in HIGH Demand!

To succeed and be the best, YOU need to be in HIGH Demand!

Remember, it isn't about the product it is about how you Present YOUR Product.

Here are a few ways to Create your own brand:

Be Unique:

Not many people like boring and mundane. Whatever you are selling, give people a reason to buy it from you. Most consumers believe most products are simple commodities (equal). It is your job to make YOUR product one of a kind.

Don't ask the same questions as everyone else in your profession. Ask fun and enlightening questions that make your prospect think and take an active role.

Be Positive:

Lots of buying prospects come in with a bit of a chip on their shoulder. They may even say negative things about your product. Forget about it. These are defense mechanisms that all people have. If they weren't interested in some form or fashion, they would not be talking to you in the first place.

Stay positive. Convert Negative questions and statements into positive benefits. It's easy to jump on the bandwagon and be negative. Only true Professionals can stay positive and transfer that feeling to others.

Improve your Self Concept:

To be in HIGH Demand, YOU MUST believe that you should be in high demand. Tell yourself that you are the best everyday. I don't mean be arrogant, but you MUST have HIGH Confidence in your own ability if you want anyone else to believe it.

The power of positive thought has been proven throughout history to be the launching pad for future success!

Are you in HIGH Demand?

Curt Fletcher is a Real Estate Expert, New Home Sales Professional, Published Author of the book, "How To Sell More Homes and Increase Your Income," Sales Trainer, and Professional Speaker that focuses on improving your Likeability to increase your Opportunities for Success!

When Training Works!

If you want to be a better golfer, you have to practice hitting golf balls.

If you want to be a better basketball player, you have to shoot more baskets.

If you want to be a better quarterback, you throw more footballs.

If you want to be a better hitter, you hit more baseballs.

Obvious right?

Why is it that most people only equate improving skills to athletic competition?

If you want to be a better sales person, you MUST practice that too!

Here are 3 items that WILL improve your sales skills:

Read positive books and articles about self-improvement

Improvement will happen because it is a proven fact the more confident you are in your own ability, the more success you will have in your endeavors.

Prepare yourself in advance for the most common objections you hear

If you sell anything, you know that objections are merely a defense mechanism that are designed to gain more information. You CAN also plan in ADVANCE for the objections you will hear. Perhaps not all of them, but most of them.

Learn to Listen Before Responding

No effective communication can take place without properly listening. Don't wait to talk, actually listen so you can respond. This takes discipline and effort to do it effectively.

Curt Fletcher is a Real Estate Expert, New Home Sales Professional, Published Author of the book, "How To Sell More Homes and Increase Your Income," Sales Trainer, and Professional Speaker that focuses on improving your Likeability to increase your Opportunities for Success!

Time to throw away the OLD Sales Grading System!

As a Professional New Home Sales Manager I have given more presentations than I can recall.

As a Professional Sale Trainer I have watched more "Shop Tapes" that I can remember.

As a Normal Consumer of everyday products and services I have listened to more Sales Spiel's than I wish to recount.

My Conclusion:

• Canned Sales Presentations are Terrible
• Forced Sales Presentations are Forgettable
• Company Mandated Questions are Boring
• 95% of Sales Presentations are Predictable

What do the following words relay to you?

• Terrible
• Forgettable
• Boring
• Predictable

My thoughts exactly!

The majority of sales presentations have NOT evolved over time.

*(Que Movie Voice Guy)*

In a world where virtually every product or service has enhanced over time, why has the presentation part been left behind?

The product is important, the presentation is Crucial.

The Product may be necessary, the Perceived Benefits are Key.

The Product fills a void, a good presentation fulfills an Emotional Desire.

Has your presentation Evolved?


Curt Fletcher is a Real Estate Expert, New Home Sales Professional, Published Author of the book, "How To Sell More Homes and Increase Your Income," Sales Trainer, and Professional Speaker that focuses on improving your Likeability to increase your Opportunities for Success!

Be in the moment....at the moment!

The easiest way to increase your prospect of making a sale to ANYONE.... for ANYTHING is to be mentally present.

It's easy to be distracted by other thoughts that's why success does not come easy.

The key is to prepare yourself to ALWAYS be in TOTAL mental control of yourself at the moments you need to be.

An example of this, would be Tiger Woods.

He plays in a very limited number of Golf Tournaments each year. He often receives grief from other players or analysts to play more because he is so popular.

What they don't realize is what makes him different is the fact that virtually every shot he hits in every tournament he plays in, he is in FULL command of his thoughts.

That is why he WINS at a higher frequency than any other player that has ever played the game.

The time that he is not playing in a tournament is spent preparing for the next one.

His preparation is just as much mental that it is physical. Sure he hits plenty of golf balls in practice, but an equal amount of time is dedicated to his thoughts and mental control.

Sales Success is no different.

You MUST prepare in advance for the responses you will receive to different questions...and not just one standard canned response.

Some say that sales is a numbers game....talk to as many people as possible and you will gain more sales...

That is one school of thought, but I don't subscribe to it.

Sales is a People Game.

The more you master your mental control, preparation, and listening ability the MORE equipped you are to take better advantage of those opportunities when you are speaking with prospects!

Are you in the moment...at the moment?

Curt Fletcher is a Real Estate Expert, New Home Sales Professional, Published Author of the book, "How To Sell More Homes and Increase Your Income," Sales Trainer, and Professional Speaker that focuses on improving your Likeability to increase your Opportunities for Success!

Return Phone Calls equals Higher Likeability and More Sales

Do you ever miss a phone call and decide it can wait to be followed up with?

Did waiting result in forgetting?

How did it feel when that same person called back and the first statement was...."did you get my message?"

This happens all the time to virtually everyone in every business.

Clearly this is not a good formula for Creating a "Customer for life."

Rather, it implies that they are not very important, so their loyalty to you begins to fade.

• To gain higher customer retention


• Improved Referral Based Business


• Less awkward moments of you "making up a reason for not calling back"

Simply making a little extra time to return a phone call will do all the above.

There is an old adage that says "bad news is better than no news." Think of how it feels to make a purchase, have an issue or question, and not be able to get any help.

Just a 2 minute follow-up call makes all the difference.

Curt Fletcher is a Real Estate Expert, New Home Sales Professional, Published Author of the book, "How To Sell More Homes and Increase Your Income," Sales Trainer, and Professional Speaker that focuses on improving your Likeability to increase your Opportunities for Success!

Curiosity: A Pre-Requisite to Success in Sales

Some professions require years of schooling or some other advanced degree of something.

Not Sales.

Success in sales requires 2 main items.

Curiosity & Common Sense

Obviously there are many other skills and abilities that make up a Fantastic Sales Person, but these are simply two pre-requisites that will open that door for you.

Why Curiosity?

Well, simply put, you need to be curious or inquisitive about everything. You need to be curious about:

• Your Clients


• Your Product


• Your Current Skills


• Your Future Skills

Natural curiosity will keep you asking questions and listening to answers just as you would in a conversation with a close friend.

Curiosity will keep you interested in learning the tiny little nuances and intricate details of your product.

It will allow you to give yourself a "REAL" gauge of how efficient and effective your current skill level is and what it might be like if you improve.

How curious are you?

Curt Fletcher is a Real Estate Expert, New Home Sales Professional, Published Author of the book, "How To Sell More Homes and Increase Your Income," Sales Trainer, and Professional Speaker that focuses on improving your Likeability to increase your Opportunities for Success!

Preparing your Presentation....

In any sales, marketing, interview, or any other type of presentation, what is the first thing you think about?

Do you think about how your presentation is going to be interpreted or do you think about how it is going to sound?

This may sound like the same thing, but it is totally different.

Many times, people prepare their presentations around how it sounds, they stress using certain words that sound nice.

The key to a Great Presentation is to FIRST focus on your audience.

You need to understand how they are going to interpret your message FIRST.

Home Selling Example:

Typical Sales Person: "We have a great model home here to look at. It is a two-story home, with four bedrooms, it is 2700 sq ft, has a nice kitchen with tall cabinets, a game room, good sized back yard, and we have some great incentives too!"

Blah...

Good Sales Person: "What is important to you in a New Home?"

Hmmm.

The first example is so common that is ridiculous. That person is throwing out as much data as possible with the hope that the buyer will hear something that makes them say, "Yah, I want that!"

Instead of talking so much and dumping useless information, just ask them what is important.

A buyer WILL interpret the first example as someone that is does not care about them.

Ask how they plan on using their new home or car or whatever the product it is.

Allow them to tell you what is of value, then provide a solution.

By asking them a couple quick and simple questions FIRST, will allow you to shape your presentation around how they will Interpret your message.

It will make ALL the difference.

How do you prepare your presentation?

Curt Fletcher is a Real Estate Expert, New Home Sales Professional, Published Author of the book, "How To Sell More Homes and Increase Your Income," Sales Trainer, and Professional Speaker that focuses on improving your Likeability to increase your Opportunities for Success!