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KP Diamond · Guest

sales and marketing: qualifying the prospect in tough times

Guest

With all due respect, I don't fully agree with judging customers to quickly over the phone and by asking where they found me. The main thing is,...it's an opportunity to make a sale.

I treat every caller the same,... as a prospective sale and putting money in my pocket.

I use the phone call mostly to get on the property and to sell myself and the service to the prospective customer.

In my experience it's not to common for people to waste their time making a phone call inquiring about a service they have no interest in. So, if someone calls me they are as important as all the other callers,.no matter how they found me.

Jeff

KP Diamond · Guest

Jeff, what kind of radius do you cover?

Guest

Within 50 miles seems to be where my calls come from.

Jeff

Roof Cleaning Collegeville PA · Guest

Asking "How did you hear about us"? will be helpful. In addition to that, I was thinking of something like...

"Is your roof covered in leaves and branches or does it have algae, moss, etc. growing on it?"
"Most people fall into these categories... You are scared of heights. OR You don't have the time. OR You are just too smart to bother with the whole thing - ya wanna leave it to the pros."

Even if we were to determine that we have a tire kicker on our hands, we owe it to ourselves to give an estimate. Take solace in the fact that those prospect are likely going to talk to at least one other person about his/her experience with you. I think that the important part of KNOWING is that we can better handle the sale. We can anticipate the objection and deal with it better. These pointed type of questions should help us find the customer's "hot button".

I'm NOT a salesman by any stretch so, if someone can set (us) up with some good "canned" responses to typical objections, that would be great.

Here are a few that I was thinking of:

Objection: Price too high
Response: "Get a job stupid"!

Objection: I'm going to get a few other prices
Response: "No you won't"!

Objection: I'm probably just going to do it myself
Response: "You better let me clean your roof or I'll break your face."!

I've found that yelling and threatening my prospects (especially the elderly ones) works pretty well (50% closing). The other half must be weird or something because they tend to pull guns and knives on me... Is it me?

Did I mention that "sales" is not my strong suit?

Guest

I agree with Jeff. I rarely prequalify people. I understand the logic behind it, but I'm pretty sure I would have done a few less roofs if I had not made the trip.

I have had quite a few people tell me that they didn't get any more estimates after they talked to me because they felt comfortable with me and my knowledge of roof cleaning. Building trust with a customer is the biggest step in selling your work. It is much easier to build trust with someone when you meet them face to face.

Everyone has their own methods that work for them. I am a firm believer in selling myself in person.

Don't forget that some of the people that get prices from you may just be waiting until next season to get the work done. I did a few jobs this year that I priced last year. The people decided they wanted to use me, but they wanted to budget the cost in. If you make a good impression, it goes a long way!

Brian

KP Diamond · Guest

Like my grandfather always said, "if you can't make a profit then go fishing, at least you can eat what you catch". I didn't say a word about judging people or not selling face to face. This post was about qualifying people. If someone thinks they are going to get something done for $100, have a nice day but I ain't wasting my time. If I know they called from the phone book I can track my advertising results and bank on the fact that they are probably getting at least one other estimate.

KP Diamond · Guest

Well this is what you posted in the BID TOO HIGH? post....

The last large house I bid was almost identical to your in size and price. I didn't get that job either. I have bid quite a few homes that size this year and it is the same story with every one of those people. They think it is too much money. It is not that you are too high, they just don't want to spend that kind of money.

Qualify the prospect!

Guest

KP, the dog turd comment sounds very judgmental to me.

As soon as you find out the referral source, you hypothetically hang up.
How is that not judging people, and it certainly doesn't get you face to face.

And I'm not sure why you posted the above quote,...unless I missed something, it just shows he bid the job and didn't get them,...so what? At least he went out and met with the customer.

"Qualify the prospect" is nothing more than a fancy way of saying you're judging th customer before you go meet with them and look at the job.

Not sure why you think it makes a difference in where they found your name. I personally could care less if it's a referral or they stumbled onto it and only called because they're curious as to how much it would cost for their roof. Just another chance to sell to a new customer.

Jeff

KP Diamond · Guest

Jeff, read it again, I was referring to my ex wife and said so. If you can't relate then good for you, but get a sense of humor. They sell it at Walmart, right next to the IP alcohol

Guest

And categorizing those who use the phone book?
It's written as if your x-wife gave you a referral the customer must be a dog turd. Simply because your categorizing them by where they got your name.

Jeff

-- Edited by Raystown Roof Cleaning Central PA 1-800-236-0322 on Saturday 3rd of October 2009 06:46:36 AM

Guest

By the way, I'm done with this topic,...this stuff just ends up back and forth.

Jeff

Reliable Roof Cleaning Jacksonville FL · Guest

Here is my 2 cents on this subject.

Initially I don't care where the prospect got my name and number. The person called me with an interest in my services. Most people don't have the foggest idea as to the real reasons they need their roof cleaned. They also don't understand how important it is to have a qualified professional do the job. The telephone call gives me an opportunity to get a face to face meeting where I can educate the customer and close the sale.

I consider the face to face to important to reject someone based on how they found my company. I also don't consider the time wasted if I don't make the sale.

Charles

KP Diamond · Guest

I agree.

Roof Cleaning Collegeville PA · Guest

I think that KP was taken a little to literally on his first post. I think that he was more or less just pointing out that "not all prospects are created equal". I'd be willing to bet that KP makes every effort to turn even the "dog turds" into customers.

I can tell you that despite my best intentions, there are some prospects that don't get that follow-up phone call or whatever. Where a prospect originates from isn't really the deciding factor in determining the amount of effort I put toward a prospect but it does play a part.

What about the "canned" responses to objections.... ? Anybody got some good ones? It's not like we can say "Your house is going to fall down if your roof is dirty". The best we can do (I think) is to inform the prospect that the algae can shorten the life of their roof. I don't think that most prospects will find that information a clincher. They already know that a dirty roof looks ugly and will increase curb appeal.

Roof Cleaning New Jersey · Oct 3, 2009

Here's a good response that never works: I can get a good look at a T-bone by sticking my head up a bull's ***, but I'll take the butchers word for it.

Roof Cleaning Collegeville PA · Guest

I guess knowing what does NOT work is nearly as good as knowing what DOES work.

Roof Cleaning New Jersey · Oct 4, 2009

Yes, I was goofing, but that's a good point. There are many add on services in this field we can offer. I used to try and sell other services upfront. I wound up overselling the job. I try to start the job with the service the customer requested. As I go I can make suggestions along the way. The customer is more likely to allow extras instead of being overwhelmed with everything upfront.

Satcahr · Guest

Minus the bantering, this is good info...

Thanks

Guest

I think that its best to treat all the customers the same and not worry about wasting time and gas. That is just part of business man. Some you get and some you dont.

And for how they found me.....I only wanna know so i can know which marketing is working the best.

The Roof Cleaning Institute Of America Training & Certification Forum "Find A Certified Roof Cleaner Directory"

The Roof Cleaning Institute Of America Training & Certification Forum
"Find A Certified Roof Cleaner Directory"