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REMEMBER: Often a knowledgeable sales guest will outright ask about their right to cancel long before the rep is in the closing sequence, but regardless of when the inquiry comes this is a question and topic to be embraced and explored thoroughly with each prospect.
Sadly, many reps glaze over the subject mostly because they don’t understand the psychology behind the question (mainly the fear of the prospect making an incorrect decision) or fear the prospect may just sign the docs so they can hit the door and rescind the next day.
One good way to handle the question (or bring it up when going over the ‘docs’) is to first explain, in full, their rights to cancel and that they can do so without cause.
This is the opportunity to let your new owners understand that you are in their corner, that cancellation rights are there to basically protect them from misrepresentation, outright fraud, etc. and then it is time to ask them if canceling is something they are considering.
When asking that question the rep should always suggest that if they have any doubts whatsoever then (e.g.) ‘let’s do it here and now’ and then remain silent and let them respond.
Respond they will, and if there are any hidden concerns, doubts, etc. this is when they’ll come out on the ‘table’. The savvy TS PRO will listen very carefully to their new owner and resolve those ‘issues’ to their satisfaction. By addressing the cancellation rights boldly, honestly and upfront the new owner will be more comfortable with their decision and the Pro will be laughing all the way to the bank.
TODAY’S VIDEO: Truth Or Consequences NM Trailer
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