Resolving Concerns and Closing

By Rachel and Chad Mano

Overview

• Resolving Concerns– Types of Concerns– Resources for You– Being Prepared!!!

• Closing– Invite/Give Opportunity– Be Positive

Resolving Concerns

• Types of Concerns– Sources• Customers• Hostesses• Prospective Consultants• Current Consultants

– Content• Solvable• Not Solvable

Customer Concerns

• Pricing• Nutrition• Shipping• Shelf life• How to use• Food processingCustomer concerns are usually just questions!!!

Resolving Customer Concerns

• Solvable– Example: Food storage is so gross.– Answers are available somewhere

• Not Solvable– Example: I want to add ammunition to my Q.– It’s okay to say, “We don’t do that.”– You can’t go to a sock store and expect to buy a hat.– We’re constantly growing/evolving, but don’t spend

your time on concerns that don’t have a solution.

Hostess Concerns

• No time• Who to invite• I don’t need food storage• My house is too small• My friends don’t have money

Hostess concerns need skills to resolve, but they can be resolved!!!

Resolving Hostess Concerns

• Solvable– Example: I don’t know many people.– Answers are available somewhere.– Learn skills to resolve (more in a minute)

• Not Solvable– Example: My closest friends have a restraining

order against me.– Tip: you don’t want to go to their house either.

Prospective Consultant Concerns

• No time• No money• Not a salesperson• Can’t book parties• Afraid to talk to groups• Is this a pyramid?• Is this a regional business?

Prospective consultant concerns need skills to resolve, but they can be resolved!!!

Resolving Prospective Consultant Concerns

• Solvable– Example: I don’t have the money.– Answers are available somewhere.– Keep using those skills.

• Not Solvable– Example: I’m on house arrest.– Where are you finding these people anyway?

Current Consultant Concerns

• Can’t book a party• Already too many consultants• Nobody has time or money• It’s too confusing• I can’t answer questions• Can I really make money?Current consultant concerns need skills to resolve!!!

Resolve them, and instill confidence so they can run their own business.

Resolving Current Consultant Concerns

• Solvable– Example: Nobody will host a party.– Answers are available somewhere.– Keep using those skills and teach the skills too.

• Not Solvable– Example: I don’t have a phone.– Tip: Manage your time. Do all you can to get your

consultants up and running, but make sure they’re doing their part.

Resources For You

• Consultant Training Manual• New DVD• Weekly training calls• Back office “Consultant Material”• Shelf Reliance University• Your efforts/experience• Your upline sponsor• Books on sales techniques

#1 Thing to Learn Today

• Need to study and learn• Learn– Company history/direction– Thrive products– Food processing– Emergency preparedness products– Order processing/fulfillment– Consulting in’s and out’s– Commission plan– LOTS MORE!!!

If You Haven’t Already…

• Take the time to learn all you can– Knowledge is essential to resolve concerns– Sales skills without knowledge is just lying while

sounding good.• Develop skills

Be Prepared

• Develop skills– Listening– Restating concerns– Answer question/concern directly– Give positive answers (even if the answer is “no”)– Lead the concerned person to self-resolution

• Practice– Know what you’ll say before you have to say it

Next Step

• There is no point in resolving concerns if…– YOU DON’T CLOSE

• So we need to – Make the sale– Book the party– Enroll the consultant– Get your consultant started on the right path

Closing

• Expect success• Prepare for close• Restate solution if necessary• Invitation to act/give opportunity• Assume positive action

Invitation to Act/Give Opportunity

• Make it clear what the next step is– Make a list of products to buy– Set a date for a party– Create a party invite list– Plan for how to save money to enroll– Start enrollment process– Make a list of potential party hosts

• Get commitment to act• Make the next step crystal clear to remove confusion

We’ve all Seen Bad Closes

• Shoe Store– Me: Do you have this in size 6?– Associate: Yes, we also have sizes 5 and 7. We even

have it in blue and red. Let me know if you have any more questions.

• Problem– Associate never invited to buy/gave the next step– “Yes, it’s right here. That color looks great with what

you’re wearing. Would you like a blue pair as well to go with another outfit? I can ring you up here.”

Assuming Positive Closes

• Assume something good is going to happen– Good: “How many strawberries would you like?”– Bad: “Do you want strawberries?”– Worse: “You don’t want strawberries, do you?”

• Don’t assume the fun is over– Good: “Do you like blueberries too? Great, how many should

we add to your order?”– Bad: “So with the strawberries it looks like you’re all set with

fruit.”– Worse: “Wow, you’ve already spent a lot. Are you sure your

husband is going to be okay with this?”

Assume Positive Closes

• Assume the party will be scheduled– Good: “Should we schedule your party for the 20th or

23rd?”– Bad: “When can you do a party?”– Worse: “Are you sure you have time for this?”

• Assume your consultant is going to succeed– Good: “Save this list so when you make Executive you

can look back and see how you got started.”– Bad: “I hope you can get some parties out of this.”– Worse: “Wow, you really don’t know many people.”

Summary

• Need to study to resolve concerns• Use resources!!!• Prepare yourself/improve your skills• Always close!!!• Invite/give opportunity to act• Assume positive result