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 Fresh
Air Sales Training
by RJ
Buchanan, Suffolk, Virginia
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Intro to Training - 15 minutes
by RJ
Buchanan, Suffolk, Virginia
A talk about Vollara
possibilities and about how to think. Listen to this
over and over again.
Vollara is a
product-driven company and our best-selling product
is Fresh Air.
Expectation Psychology -
You must have clarity and belief to actually attract
success.
The median income for a
household with husband and wife both working is
$65,000. If the profit from selling 1 Fresh Air is
$373, then a person who sells 174 Fresh Airs would
make $65,000. That's 14.5 air purifiers per month.
The training that follows
will teach you how to do this. This short message is
just an intro.
If you approach 10 people
and sell only 1 unit, would that be okay? Most
people do not like the sound of making only 1 sale
out of 10. But the selling process works better than
that and a person who works this system will earn
$30 per hour or more.
Do you truly believe we
have a product that helps people?
Do you truly believe there
are people who want this product?
In truth, there is a huge
market. Studies say that 70% of people have an
indoor air pollution problem.
We focus on finding people
who have a problem and want a solution.
Learn to focus on the
activity of placing units, not on the
activity of selling units.
You have to focus on
solving your customers' problem, not on solving your
problems. He tells an excellent story about his
wife's experience with selling.
"Our goal was simply to go
in and place this unit with someone who had a
problem. Once we got our objective right—and we
were focused on solving our customers' problems—then we had excellent results."
If you are getting too many no's, ask yourself these
questions: "What are your expectations? What is your
purpose?"
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Step 1 - The Approach (Identifying
the Problem) - 34 minutes
by RJ
Buchanan, Suffolk, Virginia
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These additional notes were taken
from a different R.J. Buchanan talk:
Remember 3 Simple
Phrases
"I need
your help."
"I'm looking for..."
"Who do you know..."
Remember 4 Simple
Statements
"Tell me about it."
"I don't know."
"Evaluate for me."
"Pick it up."
Other
Powerful Quotes
"Tellin' is sellin' and people hate
to be sold."
"I
solve problems."
" People hate to be sold but they
love to buy."
"70% of
people do have a problem
with air quality."
"Build y our sales strategy around
avoiding your prospect's wall of
rejection." |
"This approach works every
time. Guaranteed." If can learn how to sell 4 Fresh
Air units per month you could have the operating
income to run your business and become successful
through either selling or recruiting. The unit will
not leave your home and sell itself, but if you
learn how to properly get the unit in the
customer's home, then (once
it's in the right home) it will sell itself
50% to 90% of the time.
The trick is to learn how
to master the Approach.
Have the end in mind. The
purpose and goal of Step 1 is to identify a problem
and set the appointment. Nothing more, nothing less.
Don't tell them about the unit or about how it will
solve their problem.
Use this with people you
know well, people you know casually or even
strangers.
One possible opening: "I
was wondering if I could get your help with
something." People, by nature, want to help others.
Magic phrase: "I'm looking
for..."
The purpose of the script
is to identify a problem. "I'm looking for
someone who has a problem with asthma or allergies
or odors in the home. We're looking for someone who
may have a problem with snoring or some other
breathing difficulty."
Speaker: "This approach
works every time. Guaranteed."
One outcome: "I don't know
anyone"
Third outcome: Appointment
He refers to these 3 outcomes as the 3 boxes:
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"I don't know
anyone."
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Referrals |
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Speaker: "I'm expecting
them to say 'me'—because upwards of 90% of all
households are suffering from some sort of indoor
air pollution problem. If I approach 10 people, 9 of
them are candidates for an appointment. I have to
sow lots of seeds and I will reap a harvest of
appointments. The right attitude is to think about
what you can do to help the people who surround you—and, of course, their friends (referrals). Our
goal has to be to go through all of the 3 outcomes.
They won't all be appointments and it's important
that you don't give up when you find the first
outcome."
Have a genuine interest in
the other person's indoor problem. People at
attracted to anyone who has a genuine
interest in their problem. They say they have a
problem and you say, "Tell me about that."
They say, "My daughter has
allergies."
You say, "Tell me about
that." You want to find out what they are going to
correct that problem. "What are you doing to correct
that problem?" If it is an odor problem you ask,
"What is the source of that problem?" If it is an
asthma problem you ask, "What kinds of medications
are you taking?"
Three magic words: I DON'T
KNOW.
Salespeople like to say
that they have the answers, but people don't like to
hear from a know-it-all. That's why I DON'T KNOW is
so powerful.
"I don't know whether this
will solve your problem with cigarette odor or
not..."
Some people put this unit
in their home and even when it solves their problem
they don't buy it... So "I don't know" is the right
answer. "I don't know whether it's going to help you
or not," is the answer they want to hear and it's
the right answer. We know from experience that we
cannot please 100% of the people.
"What I would like to do
is, I would like to loan this product to you for 3
or 4 days and see if it will help with your
_____________ problem. And let's see if it helps
your problem. And maybe when I come to pick this
unit up you'll be able to give me a testimonial
letter, which I need for my portfolio. Or maybe
you'll tell other people about the service I offer."
Now you have to quit
talking and let this ask for the appointment.
This is a very informative
33-minute call.
Listener comments: "The
key is activity. The box won't walk out of your home
and sell itself. The key is to make placements."
Speaker: "You can't even
make placements if you don't go out and approach
people. You have to go out and get all 3 of the
results. You'll get some of the "I don't know
anyone" responses; you have to get some referrals;
and you have to get some appointments. But don't
focus just on the appointment. Just care about these
people, try to work on their problem and follow
these script ideas."
Listener: Some people
start talking about their air purifier. They talk,
talk, talk. Your question: "What kind of results are
you getting from your air filter? I don't know what
kind of different results you will get from our air
purifier. But I'd love to find out and maybe you
could write me a testimonial letter that states the
differences between an air filter and an air
purifier. How about tomorrow night? Could I bring
this different technology by for you to try? This
would be a great help to me to be able to compare
the two products."
Speaker to a listener on the call: "Does this system
work?" Listener says yes. "When you started using
this system, did you get different results and start
setting appointments?" Listener says yes and that
the process is fun. "If you try to get all 3 of the
results and approach this from the standpoint of
getting all 3 results you will get appointments."
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Step 2 - The Placement - 33 minutes
by RJ
Buchanan, Suffolk, Virginia
In the Placement you are
working on "transferring ownership of the machine
over to your prospect."
Two things are needed:
Proper Placement and Proper Setting.
Our purpose is to solve
their problem, which we have already identified. He
gives an example of one house with 3 problems: cat
order, smoke odor and allergy. Forget about square
footing and focus on their problem. "Which one of
those 3 problems would they like to solve first?"
Prospect gets to choose.
You can't focus on the problem YOU think is worse.
You have to focus on the prospect's main concern.
We're going to put the
unit near the source of the problem. Do not create
false expectations. Do not make a big deal out of
the 3,000 square feet during the demo period. Focus
on the problem area.
The technology will work
in an area up to 3,000 square feet, but that
actually depends on the problems in that house.
Remember the three magic
words: I DON'T KNOW. "I don't know what this unit is
going to be able to do for you, but we're going to
find out and if it works maybe I can get a really
good testimonial letter from you."
Our Fresh Air technology
has 2 forms of ionization and ozone which we call
EcoTech. The ionization is taking particles out of
the air. The ozone is oxidizing things we can't see.
The RCI technology is
putting friendly oxidizers out in the air.
Always, always, always
start the unit on 250. RJ says not to talk about the
AWAY feature. We are focusing on one problem in one
room.
We are starting to
"transfer ownership" over to the prospect.
Show him how to move the
fan speed up and down and how to move the purifier
up and down. Have your prospect work the buttons.
You don't want to touch the controls. It's the
prospect's machine.
Show the fan speed first.
At the high speed say, "That's as loud as this
technology gets."
Then show the purifier
setting. "How do you like that smell?" Make a mental
note of what level of smell he likes.
"I want you to leave it on
250 and I'm going to call you tomorrow. I'm going to
want to know what you think and what changes you've
noticed."
Put the unit 4-6 feet off
the floor.
Set call back appointment
for 3 or 4 minutes. "We might make some adjustments
based on what you tell me based on your nose. It's
only going to be a short 3-4 minute call." Speaker
emphasizes that people are busy. They want the
follow-up call but they don't want to get involved
with a long conversation.
You want to be in and out
of the home in 15 minutes. If you overstay your
welcome the prospect is going to ask too many
questions. Then you're going to end up explaining
how the machine works, which is NOT what you should
be doing. "Telling is selling" and people do not
want to be sold.
"When someone asks what it
costs, how do you answer? They are asking because
they are interested in the product."
Speaker: "Well, you know,
that's a good question. Our technology ranges from
$399 up to $749 depending on what a person would
need, and we don't really know what this house will
need until we complete the experiment."
Speaker asks: What did you
learn from this call?
Answer: "Focus on one
problem."
Answer: "Solve one problem
in one area."
Question: "I find the
allergy problem to be the hardest to solve in a
short time."
Answer: "If the have a
food allergy the air solution will not be what they
need. That's why we said I DON'T KNOW if this would
work. If their allergy is related to airborne stuff,
have confidence in this technology. It will work."
Answer: "I learned not to
be afraid of putting the unit in a bedroom."
Question: "How do you get
into homes more than offices?"
Answer: "You are exactly
right. Homes are easier to sell. Businesses are more
worried about their bottom line. Talk to people
in your Approach Phase and you'll get more
placements in homes."
Answer: "I learned what to
say if they asked about the price."
Speaker: "Once you master
the Approach, the price question will not come up
until the end of the Placement process."
Question: "I've talked to
people who have major allergy problems. They asked
right away about the price."
Answer: "If they ask that
question, that means they probably have an interest
in the unit. Go back to your standard answer. It
really depends on what a person will need. They
range from $399 to $749 and we're going to have to
see how it works in solving the problems in your
home."
Speaker: Focus on their #1 problem and the location
of their #1 problem. "Are we in the selling business
or are we in the problem solving business?" We clean
up one room, one problem at a time.
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Step 3 - Problem Solving - 30 minutes
by RJ
Buchanan, Suffolk, Virginia
"We've already been to
the home and we started the 'Transfer of
Ownership,' and now we are doing the follow-up.
This is the exciting part because they are
telling us what they are experiencing with the
unit. We're always going to say, 'That's exactly
what we were expecting.'"
We need to understand
generally how the technology works. But we're
not going to give them an in-depth explanation
of how the technology works.
Needlepoint ionization
and radio wave ionization. We're sending out
little magnets that attach to particles in the
air and therefore the particles are attracted to
one another. As the happens, the particles get
bigger and eventually they drop out of the air
due to gravity.
The needlepoint
ionization is the most powerful and it is more
localized. The radio wave ionization is weaker
but it gets distributed through a larger area of
the home. The third technology in EcoTech is
ozone. We don't want to talk about ozone too
much. But the 3 molecules of oxygen go out and
the 3rd atom of oxygen attaches to chemicals in
the air and oxidizes them.
RCI stands for radiant
catalytic oxidation. It's an advanced form or
oxidation that puts friendly oxidizers out in
the air. We don't have to tell how things work.
Our standard response is that it works "very
well." You don't know how a cell phone or a TV
works and you don't care. This is similar. I
don't really know how it works. I just know it
works.
Three magic words: I
DON'T KNOW.
When they tell you
what happened, you say: "That's exactly what I
expected."
If their congestion
gets worse we say, "That's what I expected." We
expected that because the ionization was making
the particles in the air get bigger. So the
stuff in their nose might seem like more.
We also might hear
they were less congested! "That's exactly what
we expected." Maybe their environment wasn't
very polluted to start with.
Most allergy problems
are particle related so we don't have to turn up
the unit.
Regarding odors, they
might say they don't notice much difference.
They might also say it didn't seem to
change. You say, "That's exactly what I
expected." If their odor is not gone you move
the purifier up one notch and tell them you will
call back tomorrow. If their problem is solved
you leave the setting alone.
Maybe they say, "My
house stinks." We say, "That's what I expected."
The oxidation process is taking place so we are
not surprised that there are some breakdown
smells in the air. We make an adjustment in the
purifier setting.
We may hear, "It
smells like chlorine or bleach." That's exactly
what I expected, did you change the setting on
the unit? "That's a good thing. It means we've
got that room cleaned up, and now we want to
turn the unit down one notch."
They are beginning to
get belief. The technology is selling itself.
Ownership is being transferred. We did not set
false expectations. We are going through a
process.
We are going to
document what the prospect says. Write down what
the customer says and how we advised him to
change his unit. The next day you call back and
do the same thing, with a focus on solving his
process. Most of the time you have the problem
solved in 2 to 3 days—maybe 4.
Let the machine
validate and sell itself.
Once we get 1 problem
solved we ask them to turn the machine off, and
we are going to document how their house
changes. Their problem should come back. Then
they have validated that the machine solved the
problem. "John, I want you to cut the machine
off and I'm going to call you tomorrow."
Next day: "I turned it
back on." He's going to buy it!
Next day: "I didn't
turn the unit on and the problems came back."
I'd like to come by tomorrow to get your final
evaluation. I really appreciate you doing this
for me. How about 8:00 PM tomorrow night?
Understand the
process. Understand the process.
This is really great
sales and follow-up training—the best I have
ever heard!!!
Answer: "By turning
the machine off, we have to prove to them that
the machine made the difference."
Answer: "Don't put the
wrong expectations up front. Then you can keep
them on track."
Answer: "Let your
customer tell you what they experienced. We are
documenting and adjusting. Set your follow-up
appointment for tomorrow."
If they say it, they
believe it. If we say it, they doubt it.
Answer: "Keep the unit
on low when you have an allergy problem. I had
not thought about the difference between the
ionization and ozone factors."
He discusses why you should not talk about the
AWAY mode. Beware not to get into selling! I
will show them how to use the AWAY setting after
they decide to own the technology.
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Step 4 - Facilitating the Buying
Process - 35 minutes
by RJ Buchanan, Suffolk, Virginia
"By learning how to move
just 4 units a month we can finance our freedom. But
we don't have to stop at 4 units if we don't want
to."
Here's a review of what
has been covered thus far...
First, we identify a
problem by using the indirect approach method.
They we set the
appointment.
Then we identify the most
important problem and place the unit in that
location.
We "transfer ownership"
during the placement phase.
The problem solving step
builds value by letting the customer tell us what is
working.
"That's exactly what I
expected." We make adjustments if necessary and
document what has happened. Once the problem is
solved we ask them to turn the unit off.
Now we are facilitating
the buying process. We are making the order easier.
We walk into the home with
our evaluation form in hand. We had a genuine
interest in their problem and were trying to solve
it. We also documented our day-by-day progress—what adjustments were made and what the customer
said. Speaker goes through a scenario.
These words were said when
the problem was solved: "What I need to do to finish
the evaluation is to get you to cut the machine
off."
The evaluation continues
with what negative results were noticed with the
machine off.
Let the customer validate
all the steps you documented. There are notes you
took based on what the customer said, so the
customer ought to agree 100%. But it is important to
get him to acknowledge each step.
"John, well let me ask you
this. What I'd like to do is get your final
evaluation, which you will notate on the form. John,
if I understand you right, you are very impressed
with the product and the evaluation. And when we
turned the machine off you became convinced that the
machine caused the good results. After evaluating
this for yourself, can you see the benefits of
having this machine in your home permanently?"
The Dealer at this point
has an obligation to facilitate the order. Your
prospect wants to own this technology. It is your
job to facilitate their order.
"How would you like to
take care of that, with cash or check?" We solved
their problem. We didn't create any false
expectations. And we relied on the customer's words
about the effectiveness of the machine.
Customer asks: How much is
it?
"It's $747, how would you
like to take care of that, with cash or a check?"
If he says he can't afford
that right now.
"We can take MasterCard or
Visa. Would you like to take care of it with your
MasterCard or Visa?"
The next step if the
amount is still a problem: "We can break that into 4
equal installments with no interest."
You have to believe that
people need these products, and you have to focus on
solving their problems. You've gone in and placed
the unit and you solved their problem. That's what
our business is all about. If that has all happened,
don't we have an obligation to help them get this
product and solve their problem permanently.
You have to look at them
straight in the eye and say, "It's $747, would you
like to take care of that with cash or a check?"
People sometimes respond
by asking if you take credit cards or if you have a
payment plan. That's because they have already made
up their mind that they want this product. At this
point you are not selling, you are facilitating the
order.
When you have belief in
your product, you will always ask for the order. If
you don't ask for the order, did you really do that
person a service? You have to be bold, and that's
where your belief comes in. Do you believe that this
product really helps people?
Speaker talks about odors
and how to bump the purifier setting up one notch at
a time until the problem is solved. It is important
to go through the process. The process is far better
than jumping ahead to the AWAY mode and blowing that
client out of the water.
Learn this! "Can you see
the benefits of having this unit in your home
permanently?"
For people who have a real
money problem: "John, if I could show you a way to
get this product simply by recommending this product
to others, would that interest you?" Listen to the
recording as this process is explained. You are
looking for referrals. This is an
important recording you want to listen to more than
once.
"For every person who
would like to own this unit, I'm going to give you a
credit toward getting your own unit. When we've sold
enough units I'm going to come back and place a unit
permanently in your home."
Extra comments: You often
have to ask for the order multiple times. That's why
he breaks the close down into several phases.
Listener comment: "The way
you are explaining things is the best I have ever
heard."
Listener comment: "The
more you go out and do demos and see how this unit
solves problems, the more your belief is increased."
Listener comment: "It is
important to get the customer to realize that the
unit is really working and you have to get them
to TELL YOU this." In part, this is done by getting
them to turn their unit off the final day.
Listener comment: "Make them do the talking, not
you." If they say it, they believe it. If you
say it, they doubt it.
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Sharing the Product (Core Activity)
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