Inspired Sale - Building Rapport & Inspection & Reference List

Question 1

What are some of the key elements to a great set-up call (Pick all that apply)

1) Get the customer’s credit score so they can be pre-approved for credit

2) Introduce yourself and the company

3) Find out if the job is too small to waste your time

4) Confirm the date / time / address for the appointment

5) Identify the scope of work

6) Build some excitement with the customer

Answer 1

2) Introduce yourself and the company

4) Confirm the date / time / address for the appointment

5) Identify the scope of work

6) Build some excitement with the customer

Question 2

It is important to have everyone at the appointment that can help make a decision. From the following examples, which would be the best way to ensure that all the decision makers will be there?

Ask the customer if their spouse will be there because you know they cannot make a decision on their own

Ask the customer “Is there anyone else that you would like to have at our appointment that would want to have input or have questions about the color, design, style, price, or installation for your project? Are they available to be at our appointment?”

Ask the customer “Will all the decision makers be there?”

Explain to the customer that you work on commission and that it is not worth your time to show up for the appointment if everyone that needs to be there to make a buying decision is not there.

Answer 2

Ask the customer “Is there anyone else that you would like to have at our appointment that would want to have input or have questions about the color, design, style, price, or installation for your project? Are they available to be at our appointment?”

Question 3

It is important that there is enough time set aside for you to be able to help the customer solve their flooring problems. From the following examples, which would be the best way to set time expectations for the appointment?

“Often, my customers like to take their time to look at samples and make sure they are picking the right colors and designs. I typically block off about an hour and a half so that I am not rushing people. Does that work for you?”

“I will need 60-90 minutes in your home to be able to go through my sales process. Can you commit to that amount of time?”

“This process will take up to 90 minutes. If you cannot commit that amount of time, then it is not worth me coming.”

Just don’t mention how long it will take. Show up at the appointment and hope for the best.

Answer 3

“Often, my customers like to take their time to look at samples and make sure they are picking the right colors and designs. I typically block off about an hour and a half so that I am not rushing people. Does that work for you?”

Question 4

What are the word for word THREE transition questions to move out of the WARM-UP stage of the consultation?

Answer 4

• How long have you been thinking about replacing your flooring?
• What made you decide to do it TODAY?
• Oh really, what makes you say that?

followed by: Great, let’s take a look at your space

Question 5

The main purpose of the Warm-up is:

to find out what they want for their floor

to figure out how they will vote in the election

to build rapport with the customer

for you to share what you did last Friday night

Answer 5

to build rapport with the customer

Question 6

The Warm-Up is:

only meaningful if we have something in common

good to do if you have time

can be used to figure out what floor they want

absolutely critical to building rapport with the customer

Answer 6

absolutely critical to building rapport with the customer

Question 7

A great warm-up might include (pick all that apply)

A) sharing all my stories with the customer

B) building rapport

C) gaining an understanding of how the customer spends their time and money

D) finding out that you have something in common with the customer

E) having the customer teach you about one of their passions

F) getting the customer to describe their perfect floor

Answer 7

B) building rapport

C) gaining an understanding of how the customer spends their time and money

D) finding out that you have something in common with the customer

E) having the customer teach you about one of their passions

Question 8

What topics should you try to get the customer talking about?

Their views on politics, religion, and current events

Themselves and their interests; career, hobbies, travel, and family

The flooring job; scope, product, and price

You should avoid conversations with the customer

Answer 8

Themselves and their interests; career, hobbies, travel, and family

Question 9

What is the purpose of bringing down the shield of ice?

Make a connection with the customer and have them see you as a person

Gain 100% of the customer’s trust so you can land a job

Uncover the buying objection so you can land a job

Understand why the customer is buying from you today

Answer 9

Make a connection with the customer and have them see you as a person

Question 10

What is the PRIMARY purpose for The Warm Up?

Bring down the shield of ice

Uncovering the objection

Asking the transition questions

All the above

Answer 10

Bring down the shield of ice

Question 11

What is the SECONDARY purpose of The Warm Up and transition questions?

Understand the customers dream

Bring out the buying objection

Understand the customers budget

Bring out the reason the customer is buying from you today

Answer 11

Bring out the buying objection

Question 12

How does the Inspired Sale differ from other sales systems?

The Inspired Sale brings out objections early in the buying process

The Inspired Sale System brings out objections before showing price

The Inspired Sale System brings out objections early so you can overcome them before showing price

All the above

Answer 12

All the above

Question 12

What is the purpose of the second transition question? - “What made you decide to do it today?”

Find out how long they have been thinking about doing the project

Bring down the shield of ice

Bring out an objection

Get a potential start date

Answer 12

Bring out an objection

Question 13

True or False: The word “why” is something we should try and use whenever possible.

Answer 13

False - it brings the guard up

Question 14

True or False: Mastering the Warm-Up is essential to a productive appointment.

Answer 14

True

Question 15

If we don’t get an objection we need to_____________?

Move on, its not that important

Just keep asking the same question over and over again

Give the customer your card and leave

Restate the question using at least two objection getting words

Answer 15

Restate the question using at least two objection getting words.

• Buy
• Today
• Now
• Contract
• Finance

Question 16

Identify the three transitions questions that are asked word-for-word.

How long have you been thinking about replacing your floors?
What made you decide to do it today?
Oh really, what makes you say that?

How long have you been thinking about doing this project?
What made you decide to do it?
Oh really, what makes you say that?

How long have you been thinking about doing this job?
What made you decide to buy from me today?
Oh really, what makes you say that?

How long have you been wanting to replace your floors?
What made you decide to buy form me today?
Oh really, why do you need other estimates?

Answer 16

How long have you been thinking about replacing your floors?
What made you decide to do it today?
Oh really, what makes you say that?

Question 17

Why do we ask the “Oh really, what makes you say that?” question?

Because its a required questions

Whenever you get confused or are not sure what to do next

Understand the reason behind the customer’s buying objection

Elicit more information or gain deeper insight

Answer 17

Elicit more information or gain deeper insight

Question 18

What are the five objection getting words we use if we do not bring out an objection with the second transition question?

Who, what, where, when and how

Time, date, appointment, install, contract

Today, buy, now, contract and finance

Touch, taste, smell, sight and hearing

Answer 18

Today, buy, now, contract and finance

Question 19

The key outcomes of the Inspection are (Pick all that apply):

a) Understand what the customer wants their new floor to feel like
b) Sell the customer on the type of flooring that will be best for them
c) Understand what the customer wants their new floor to look like
d) Determine what the subfloor is
e) Understand how the customer wants their new floor to last (durability)
f) Determine what the existing flooring is and how it was installed
g) Determine details about furniture move and trim work that will need to be done

Answer 19

a) Understand what the customer wants their new floor to feel like
NOT B) Sell the customer on the type of flooring that will be best for them
c) Understand what the customer wants their new floor to look like
d) Determine what the subfloor is
e) Understand how the customer wants their new floor to last (durability)
f) Determine what the existing flooring is and how it was installed
g) Determine details about furniture move and trim work that will need to be done

Question 20

How do you make sure that customers on the reference list don’t get bothered all the time:

a) Continuously update and rotate photos on the reference list

b) Tell customers to only call people if they are serious about buying today

c) Only give out the reference list when I think it is going to be important

d) Give people on the reference list $50 each time they get called so they don’t mind the calls

Answer 20

a) Continuously update and rotate photos on the reference list

Question 21

The Reference list:

a) is too hard to bother with
b) will guarantee a sale
c) is just a list of my happiest customers
d) helps convert a cold lead into a warm referral

Answer 21

d) helps convert a cold lead into a warm referral

Question 22

What is a great way to get started with new reference lists (pick all that apply):

a) Go back to previous customers from the branch to do a Quality Check and get a reference list photo

b) Ask former co-workers to be on the reference list and make up a story about having floors done by you.

c) Ask former co-workers to be on the reference list but change the questions to be character references. Inform them to never lie about having a flooring project done, but to affirm their trust in your ability to help them.

d) Get close friends or family members to be on the reference list and make up a story about having floors done by you.

Answer 22

a) Go back to previous customers from the branch to do a Quality Check and get a reference list photo

c) Ask former co-workers to be on the reference list but change the questions to be character references. Inform them to never lie about having a flooring project done, but to affirm their trust in your ability to help them.

Question 23

True or False: Using industry terms is a great way to set yourself up as an expert.

Answer 23

True

Question 24

The first step in the inspection to_________________? (pick all that apply)

a) Bring down the shield of ice.
b) Set yourself up as an expert.
c) Lie to the customer so they will buy.
d) Sell the reference list.

Answer 24

b) Set yourself up as an expert.

Question 25

True or False: You should not try to educate the customer, it might offend them.

Answer 25

False

Question 26

The last and final “S” in S.E.O.C.S stand for_______________?

a) Set yourself up as an expert.
b) Solve the problem.
c) Sell the reference list.
d) Sell Product.

Answer 26

c) Sell the reference list.

Question 27

Why is it important for us to ensure the customer to take ownership of the problem?

a) They will feel compelled and empowered to solve it.
b) It not important, the customer knows they have a problem. That is why they scheduled an appointment.
c) Never let the customer know there is a problem, this could create a buying objection.
d) It’s important so I can land more jobs, improve my close rate and earn more commission.

Answer 27

a) They will feel compelled and empowered to solve it.

Question 28

True or False: The reference list photo should be of a completed job.

Answer 28

False

Question 29

A really great way to tailor your reference list is by:

a) Age of Customer
b) Pet Owners
c) Where they live
d) All the above

Answer 29

d) All the above

Question 30

Why do we want to create a sense of urgency?

a) To scare the customer into buying from me today.
b) To land the deal before competitor shows up.
c) To make the customer feel a sense of ownership.
d) To help the customer understand the importance of the problem and that they can’t delay acting on it.

Answer 30

d) To help the customer understand the importance of the problem and that they can’t delay acting on it.

Question 31

What effect will tailoring your reference list have on your Close Rate?

a) Reference lists have no impact on close rate.
b) Decrease it.
c) Double it.
d) Slightly improve it.

Answer 31

c) Double it.

Question 32

What is the purpose of selling the reference list?

a) To give the customers something to do while I measure.
b) To turn every cold lead into a warm referral.
c) To create a sense of urgency.
d) To overcome a price objection.

Answer 32

b) To turn every cold lead into a warm referral.