Getting What You Want: Tools

Redirecting
Contracting
Golden Circle
Fatal Flaw Analysis
Fuzzy File

This technique is used to help qualify prospects (problem, authority, investment) and deal with prospects’ questions and objections.  It helps you understand the reasons why a particular question is asked, so you can give an appropriate answer.

Examples of Redirects

• "You must have asked me that (said that) for a reason…"
• Start/Stop  (Start to answer, then redirect)
• "What were you hoping I’d say?"
• Answer/Redirect (Answer, then redirect)
• Set aside (If asked a question too early in the process, like price, set it aside till later)
• "If we get that far in the process…"
• "Let’s pretend/Let’s suppose….what would you see happening…?"
• "If you could dreate the perfect solution…what would you like to see happen?"
• "That could be a problem.  Let’s suppose we can’t do it…?"
• "If you were me, how would you handle this?"
• "Is there more?"

Redirects by themselves are harsh.  Cushions are used to soften the tone of the redirect and decrease the pressure on the prospect.  They also give a stroke.

Examples of Cushions

• That’s a good question. 
• I’m glad you asked me that.
• Good Point. 
• I can appreciate that.
• That’s an interesting question. 
• I get the feeling…
• That’s not unusual. 
• I’m glad you mentioned that.
• That’s important. 
• That makes sense.
• I understand. 
• Help me understand.

Contracting is the continuous process of reaching mutual agreements with another party.  It helps you establish the "rules of the game".  Once agreements are reached and agreed upon, communication can continue in a much more meaningful manner.

Setting good contracts will:

• Remove pressure on the prospect ("When will the salesperson try to close me?")
• Allow prospect to lower the barrier wall and be open with you.
• Keep you out of "Chase" mode
• Eliminate making selling decisions based upon assumptions and guesses.

3 problems contracts need to address:

1. Ambiguous words and phrases (Prospect will try to tell you something that sounds good, instead of a "No").
2. Asking for hard commitments that create pressure for the prospect (If I show you a way, will you buy today?--Pressure!!)
3. Asking the prospect to make a decision or commitment that’s too large, so we get "Think-it-overs".

Techniques to deal with these problems:

• Ambiguous words/phrases are:  possibly, maybe, looks good, soon, I like it, etc.
• Redirects to deal with them:
• "Which means?"
• Would you mind clarifying ______________?
• Can you tell me that in another way?
• Hypothetical Contracts are non-threatening.  ("Let’s suppose" or "Let’s assume")
• Selling in increments can help the buyer feel more comfortable making decisions.  Often we ask for a commitment that is larger than the buyer is comfortable making at that point in the sales cycle, which causes a "Think it over." 

 The 4 parts of a good contract are:

1. Objective
2. Your role
3. Their role
4. Outcome or decision

Rules:

• Always begin with the end in mind.
• Don’t do anything without knowing what will happen next.
• No guesses, no assumptions, no surprises!
• Contracting requires that a decision be made at each intermediate meeting.
• People will relax and become more comfortable when they understand what’s going to happen.
• No ambiguous contracts!
• The way to get rid of a bomb is to diffuse it before it blows.
• Your ability to plant your feet is directly proportional to what’s in your pipeline.

Use the golden circle to generate referrals. Brainstorm who you know in each of four categories:

• Famous people
• Successful professionals - doctors, lawyers, etc.
• Successful people within Large corporations
• Sharp customers/entrepreneurs

List all of the things that are characteristic of a bad ________. Then brainstorm characteristics of a good _______. 

To see it in practice, check out: Presentations or Negotiations

• Keep track of your customer's interests
• Have it in front of you EVERY time you make a call
• Review it before every face to face interaction
• Keep it current

---

Morgan Group LLC / 20 Rowes Wharf, Suite 504 / Boston, MA 02110
617 342 1561 V / 617 342 1560 F