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by RJ Buchanan, Key Sales Manager, Suffolk, Virginia
T he Retail DVD is now available for purchase.
“I Can Do This!” Retail DVD US30060 – Single (available at MAC) US30061 – 10 pack US30070 – 100 pack
I would appreciate any feedback you or members of your organization have about the DVD. Also, the new Business Owner Welcome kit began shipping on Monday, June 4th. I would love to hear any comments on that as well. The kit is available for purchase with an activation code: US11014 and CA11016. |
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Intro to Training - 15 minutes by RJ Buchanan, Key Sales Manager, Suffolk, Virginia
A talk about EcoQuest possibilities and about how to think. Listen to this over and over again.
EcoQuest 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, Key Sales Manager, Suffolk, Virginia
"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" Second outcome: Referral Third outcome: Appointment
He refers to these 3 outcomes as the 3 boxes:
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, Key Sales Manager, Suffolk, Virginia
Listen to The Approach - Step 1 before you listen to this training in The Placement.
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.
Proper Placement:
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.
Proper Setting:
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.
Questions:
"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, Key Sales Manager, Suffolk, Virginia
Listen to The Approach - Step 1 and The Placement - Step 2 before you listen to this training on Problem Solving.
"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!!!
What did you learn?
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, Key Sales Manager, Suffolk, Virginia
Listen to The Approach - Step 1 and The Placement - Step 2 and Problem Solving - Step 3 before you listen to this training on Facilitating the Buying Process.
"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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Fresh
Air Sales Training