Mastering Sales to Thinkers

Awareness, empathy, evaluation of job notes, obtaining information, delivering five star service, earning customer's trust, checking in with customers, charisma, customer education, awareness of surroundings, passion for job, building rapport

Five star service, delivered every time

From the initial call ahead until driving away in trucks

Passion, Integrity, Professionalism, Empathy

On-Time Service, Up-Front Rates, Clean Shiny Trucks, Friendly Uniformed Drivers

R.E.E.A.P. stands for Rapport, Establish Value, Estimate, Ask, Positive Ending. It is important because it helps build trust with customers, educate them on the value of the service, provide accurate estimates, confidently ask for the sale, and finish with a positive experience

They listen more, talk less, take time to respond, focus on the task, and want to know how to get the job done.

Do support their approach, offer facts and evidence, show interest in the process; Don't mistake their silence for the need to keep talking, force small talk, or rush the process.

They typically do most of the talking, are task-oriented, do not enjoy chit chat, and may give advice on how the job should be done.

Do listen to their wants and be ready to act, support their goals and objectives, and motivate them with probabilities of success; Don't be chatty or put down their plan.

The purpose of building rapport with customers is to establish trust and create a stronger relationship, leading to increased sales and customer satisfaction.

The four main customer types mentioned in the text are Director, Socializer, Relator, and Thinker.

Some characteristics of a Relator customer include being talkative at a slower pace, asking questions about the salesperson, providing long answers, and preferring close proximity during the service.

A salesperson should show interest in their awards/ideas and dreams, offer stimulating options, appeal to novelty and fun, and address every question without arguing.

Elite TTMs remind customers of their 5 star service, observe their surroundings, check their appearance, greet customers positively, match the customer's style, uncover pain points, uncover upsell opportunities, continue building rapport while working, and complete a final walk-through with the customer.

Matching the customer's style helps to build rapport and make the customer feel more comfortable.

The purpose of the final walk-through is to ensure that all items the customer wanted removed are on the truck and to provide an opportunity to take additional items.

Elite TTMs show the customer the back of the truck and take a picture to validate the price point, demonstrating the value of their service.

The purpose of establishing value in salesmanship is to demonstrate the worth, utility, and importance of a product or service to the customer.

Elite TTMs can establish value with customers by highlighting the benefits of their service, such as helping customers reclaim space and minimizing their effort in the process.

Establishing value is important in the sales process because it helps preempt objections, aligns customer perception with the cost, and increases the likelihood of a successful sale.

Elite TTMs drive value by understanding the pricing model, emphasizing the company's reputation, speaking to the diversion process, and delivering on quality focus areas.

Having an upbeat, 'can do' attitude helps instill confidence in customers and contributes to effective communication.

Elite TTMs should avoid using words like 'can't', 'won't', and 'no', and instead focus on being problem solvers who are there to help.

Some ways in which 1-800-GOT-JUNK builds value with their customers include telling their story, uncovering customer pain points, using before and after photos, using confident language, avoiding negative words, always upselling, and establishing rapport.

Elite Truck Team Members establish and drive value by upselling the service, explaining the cost-saving effect, uncovering customer pain points, using the S.E.T. Value Proposition, and showcasing their confident mindset.

Using before and after photos helps customers see the resolution of their problem and reminds them of the relief from their pain point, which in turn helps drive value.

It is important for Elite Truck Team Members to always be upselling because the more the customer adds into the truck, the more they will save from making a return at a later date.