Page 13 - Oxford 10 Step Manual

Warm-Up is a bonding time. It’s the foundation of trust and respect that the customer will use when making the decision to make a major purchase.
The Warm-Up Objectives:
• Become a friend
• Find out if they
own the house
• Find out their source of income
• Find out if all buying parties are there
Warm-Up Main Goals:
Establish yourself with the customers!
Engage in general conversation and fact-finding. i.e. who they are; what they do; family information; schools, etc.
Create trust and respect!
The comfort level must go both ways. You must be as comfortable with the prospect as they are with you. Be authentic. Phoniness is easily detected.
Smile! It’s universal and it works. Remember, any message is made of 7% words, 38% the “way” we say them and 55% body language (the smile).
The Agenda!
Creating a natural and seamless bridge from “just talking” to getting down to business is a difficult part for many sales people. Explaining to the customer what to expect makes them more comfortable.
Setting the agenda could be the single most important thing you do during this step.
Here is a format you could use:
“Mr. & Mrs. Prospect let me explain what I usually do and you let me know if it’s OK.
STEP 2 -- WARM-UP & AGENDA
First, I’ll measure everything and make sure we cover everything you’re looking for
in this project.
Then I’ll give you a 5-10 minute advertising “blurb” about my company, just so you know we’re a good company.
I have some samples in
my car that I’ll bring in and demonstrate to show you why you’ll be proud to have them in your home.
Then I’ll give you an exact cost to do the job, either in its entirety or a part of the job. The price is good for 30 days. (Pause)
If you fall in love with everything, and you’re interested in doing something a little sooner, I’ll sharpen my pencil a little bit to try to earn your business.
All this takes anywhere from an hour to an hour and a half. Does that all
sound OK?
Two Ears and One Mouth
There is a reason we have two ears and one mouth. Listen twice as much as you talk.
Importance of early price conditioning
The sooner you begin price conditioning, the easier your sale will be. It is extremely important to convince prospects that Oxford products ARE worth their price. By price conditioning throughout your presentation, you will eliminate the chance of surprising your prospects with a price.
Knowledge Is A Valuable Tool!
The sale is the natural conclusion to the successful completion of these ten steps.
14