Mastering Sales to Thinkers

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What are some qualities of an Elite TTM?

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

What is the promise of Elite TTMs?

Five star service, delivered every time

When do Elite TTMs build rapport with their customers?

From the initial call ahead until driving away in trucks

What are the four foundational traits that 1-800-GOT-JUNK looks for in every person who works for them?

Passion, Integrity, Professionalism, Empathy Signup and view all the answers

What are the 4 promises that 1-800-GOT-JUNK gives to each of their customers?

On-Time Service, Up-Front Rates, Clean Shiny Trucks, Friendly Uniformed Drivers Signup and view all the answers

What does R.E.E.A.P. stand for and why is it important?

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 Signup and view all the answers

What are the characteristics of a Thinker customer?

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

What are the Do's and Don'ts when dealing with a Thinker customer?

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. Signup and view all the answers

What are the characteristics of a Director customer?

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. Signup and view all the answers

What are the Do's and Don'ts when dealing with a Director customer?

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. Signup and view all the answers

What is the purpose of building rapport with customers?

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

What are the four main customer types mentioned in the text?

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

What are some characteristics of a Relator customer?

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. Signup and view all the answers

How should a salesperson interact with a Socializer customer?

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. Signup and view all the answers

What are some strategies that Elite TTMs use to build rapport with customers?

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. Signup and view all the answers

Why is it important for Elite TTMs to match the customer's style?

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

What is the purpose of completing a final walk-through with the customer?

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. Signup and view all the answers

How do Elite TTMs seal their rapport and showcase the value of their service?

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. Signup and view all the answers

What is the purpose of establishing value in salesmanship?

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

How can Elite TTMs establish value with customers?

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. Signup and view all the answers

Why is establishing value important in the sales 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. Signup and view all the answers

What are some ways that Elite TTMs drive value for customers?

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. Signup and view all the answers

What is the importance of having an upbeat, 'can do' attitude as an Elite TTM?

Having an upbeat, 'can do' attitude helps instill confidence in customers and contributes to effective communication. Signup and view all the answers

What are some sales swear words that Elite TTMs should avoid using?

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. Signup and view all the answers

What are some ways in which 1-800-GOT-JUNK builds value with their customers?

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. Signup and view all the answers

How do Elite Truck Team Members establish and drive value?

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. Signup and view all the answers

What is the importance of using before and after photos to illustrate the value of the service?

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. Signup and view all the answers

Why is it important for Elite Truck Team Members to always be upselling?

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. Signup and view all the answers