A summary of the keynote address delivered by: Joe Jankoski of Hunter Douglas My Goal: Give you a few meaningful takeaways to help you close more sales. Each Appointment is like a So you need to: Get to know the other person Develop trust Feeling comfortable Build a relationship Get a commitment The Selling Approach Approach each customer with the idea of helping him or her solve a problem or achieve a goal. The actual selling of a product is the last step after a series of discoveries. #1: Make the Pre- Appointment Phone Call 10-15 minutes Have a phone interview check list. Learn as much about the customer and his/her needs. Three parts: demographic info, identify needs & set expectations. Ask open ended questions: Who, When, Why, What, How? Objective of the phone call: Ask permission to call them by their first name Have they ever worked with a designer or ordered custom products before? What do you want to accomplish? Look for connectionsthings that you both gave in common. Start building a relationship: Determine room the project involves. How many windows in the room? Do they need to block light? Is privacy an issue? Do they have children or pets? Understand the timing for the project. Discover what the problem is: Do they know what window covering they want? If not.. Did you have clippings from magazines that you like? Have they seen something in a friends house or store display that caught their eye? What is on your windows now? What dont you like about the current window coverings? What kind of dcor style do you prefer? Qualify the customer: Have you been able to create a budget for this project yet? What is the range of the budget for this project? Is anyone else in the family involved in making the decision? Introduce the topic of a budget: Listen carefullydo not interrupt. Pay attention to the tone and emotion. Listen for areas of dissatisfaction. Summarize and repeat what you heard. Take notes. Work hard at listening: Review goal of the appointment Express excitement about upcoming appointment Verify that all decision makers will be present Forecast the next series of events: Use a checklist: Capture Additional Information Per Room For Future Reference #2: The Appointment Pre-Appointment Check list Confirm call 24 hrs before Review pre app call client file & notes Laptop iPAD power cord Digital camera battery charger Measure forms- pencils Tape measure, Ladder Portfolio of your work Sample books Price guides Professional bag briefcase Positive attitude Dress for success Cell phone turned off 55% Body Language 35% Tone of Voice 10% Words Reality of Communications Part One: Discovery Greet smile firm handshake Give business card & brochure Complement them on home be sincere Let customer bring you to project room Ask for tour of house if possible take notes Sit down & discuss process of call Have a conversation about her needs and objective Part Two: The Set Up Show & discuss your portfolio that responds Introduce product benefits not features. Provide good/better/best options. Good covers their basic needs and fits budget Better provides a few important enhancements for a price close to the budget Best meets all needs and is a bit pricy compared to budget Discuss pro & cons all of the options. Part Three: The Close Discuss warranty, Offer rebates, promotions Review the three options again Ask for the order Reinforce the buying decision Review the process from this point moving forward process time, install date, how long install should take, take measurements Get deposit Send a hand written thank you note Never let a customer call you asking what is going on? Call in 10 days to provide an update on the status of the order. Remember: Bad news early is good news. Confirm install date, install prep checklist Part Four: Follow up They feel your not listening They feel rushed Asking about budgets first Dont fully understand your proposal Poor visuals Lack of etiquette Avoid the Common Turn-Offs Enhance the Appointment Exact Timeor A Specific Time Range Be On Time - ALWAYS Problem Adapt Be a Chameleon People feel more comfortable with those who are like them Problem Celebrate Common Ground consumercommon ground CDI Find out what you and the customer have in common. Problem Hit a Hot Button CDI Solution Problem Have Meaningful Conversation Focus on what our products can do for them (Consumer Benefits) vs. discussing product features with names and words that they do not understand. Have a conversationabout Child safety So lets review You are relaxed renewed and recharged You have rekindled that original spark Your blind dates are with very eligible people Use pre-appointment phone call to qualify customer Listen and learn Build trust and develop a relationship Adapt your style to fit client Address the budget reality Establish and manage expectations So lets review Use available technology for impact & efficiency Introduce important considerations Do not underestimate the power of emotion Always address child safety Find ways to add value for your client Understand share of customer Activate WOM Try one new thing on Monday Have funclose more salesmake more money! Most Importantly: Have Fun !! Thank You