13. Worksheet
Your Referral Goals
What is your monthly referral goal? ______
How many referrals do you need to ask for to reach your goal?
Daily ______
Weekly ______
Monthly ______
Annually ______
29. Complete the transaction
Confirm there are no additional needs
Confirm they are satisfied
Thank the customer
Ask for the referral
Ask for the Referral
30. What do you say to get
customers to make a
referral?
31. Sample Referral Question
“We appreciate your business.
We’d love to help give your
colleagues increase sales. Who
do you know that could benefit
from our sales coaching?”
“Would you be so kind as to make
an introduction.”
32. Worksheet
Referral Questions
Think of 3 customers you could ask for a referral tomorrow.
Customers Name: __________________________________
What would you say: ________________________________
__________________________________________________
Customers Name: __________________________________
What would you say: ________________________________
__________________________________________________
Customers Name: __________________________________
What would you say: ________________________________
__________________________________________________
33. Ask someone on your team to practice with you.
Tell them the about the customer you intend to ask
for a referral and how the customer might
respond.
Role play using the words you chose on the
previous worksheet.
Practice
34. Great referral sources are loyal
customers who have benefited from
their purchase and will tell others about
their experience.
We love
your
company!
35. Referrals grow business
Outstanding service produces satisfied customers
Satisfied customers give referrals when asked
You have to ask for the referral
Summary
37. For training and sales
tips visit
www.aliceheiman.com
775-852-5020
Sales Success Training
with Alice Heiman
@AliceHeiman /In/AliceHeiman.com
Editor's Notes
Repeat business is the easiest.
Repeat business is the easiest.
That’s how we grow our business. It is the most cost effective way to grow a business.
That’s how we grow our business. It is the most cost effective way to grow a business.
How often do you lose a deal and not know why. More than likely it’s because you didn’t uncover an objection.
In my early days at MHI – sent on a sales call with a large text book company – thought I was the best salesrep to go because I use to be a teacher and I knew a lot about text books. I had done all my homework, prepared for the sales call
My objective is to have you walk away with a clear process for handling objections and a format you can use to prepare to handle objections on each sales call so you can close more deals.
Why do we have trouble with objections – because we want everyone to like us.
Wants in person, I offer online
Ask them to give some reasons why they don’t ask for referrals. Chart the reasons.
Don’t be quick to assume you understand. Confirm your understanding of the objection by asking a clarifying question that helps you get more information about their objection. Don’t answer until you fully understand their concerns.
Answer objections with the appropriate solution. You are prepared to answer their objection with at least one appropriate solution since you have already thought about possible objections and solutions prior to your sales call.
Confirm that your solution covers their objection. If you have offered them an explanation or solution, you need to make sure that the resolution you offered meets their need. If it does Great! If not, you need to go back and make sure you understood the objection and offer an acceptable solution.
Confirm that your solution covers their objection. If you have offered them an explanation or solution, you need to make sure that the resolution you offered meets their need. If it does Great! If not, you need to go back and make sure you understood the objection and offer an acceptable solution.
Qualified leads are easier to close because there are less objections.
To avoid objections you have to do two things – build relationships and qualify leads
Pick two questions to practice with your partner.
You always want to be prepared to ask questions about an objection. Here are some examples of questions I might ask if a prospect told me the price was too high. Choose the best question for your situation.
Let them practice. Wrap up by asking if they are comfortable asking that.