A user asked me if I use a script, this is what I sent, could help someone.
This is for in home HVAC sales.
My company tried to give me a script but I just skimmed it. The gist of things is to just explain what you will be doing in the home and overcome objections before you get them. Also keeping the customer with you while you are doing everything rather then them going and doing their own thing and waiting for a quote.
This was mine. And it is 100% not a script it changes from client to client, I call them 30 minutes before when I am on my way to feel them out. Are they the calm, chill type? Are they the type A hyper type? Depending on how they seem I mirror their energy when I get there.
Calm guy: Hi Reddit User, I'm going to make this nice and easy, the office told me you were looking to upgrade your system to a heat pump, but I'd rather hear from you exactly what your looking for and the problems you are having with your current system. (figure out their pain point so that later you can offer a solution)
Ok, perfect, we have this cool technology where we use our iPads to scan your home, the same technology they use to find ancient ruins in the forest. You might want to hang around and check it out. Then small talk while you are doing your thing, you see photos of dogs on the walls, talk about dogs, but don't talk about stuff you are not into, if you hate dogs, don't talk about dogs, can literally come bite you in the ass later.
Type A guy: The office explained that you are looking for a system replacement, what exactly are you looking to do here? Then let them talk for 5 minutes... And then same thing.
Once you sit at the table to present the options, present them and shut the f up. Whether it's a $5k job or a $80k job present three options and just don't say a word, let them talk first. You've already now discovered their pain points and provided a solution. The next objection will be a price objection. It's to expensive. "I get it Reddit user, it is a huge expense but I've found that most homeowners I work with find that our prices are aligned with the current market." (social proofing) "I do suggest my clients get another quote or two so that they can see this for themselves or you can save yourself some time, I've worked for several of the top companies in the area and I already know the prices you are going to get. I also know, having worked for those companies that you are not going to get a better install then what you get from xyz company."
It's less about script and just getting ahead of the pain point and knowing the price objection is going to come. Throw the script out the window, people see right through that.
The job I sold today, I legit told the guy, listen you and I both know I work on commission so I'm going to make some money and also provide you with an install that is going to last much longer then one any other company can install. I spoke with a customer on Thursday, $48k deal, husband and wife were in their 80s. Once you develop good report with a customer you can say whatever. I straight told them that this system is going to outlive the two of you and they both were cracking up.
Throw a script out the window, you can use all the pillars out there and read all of the books but if you just let it flow naturally and are genuine it works so much more in your favor.