On this episode of The Wellness Business Podcast, Karen and Kathleen discuss just how important 1-on-1 discovery calls are for your business. Learn the secrets to using this strategy to turn more prospects into paying clients.
Karen and Kathleen break down the 7 step process you should be following when during your discovery calls.
Before listening further, make sure you grab this week’s amazing freebie, The 7 Step Sales Conversation Worksheet.
1. Strategy Session Questionnaire
This step should be more about listening to your potential client, listening for clues in their statements rather than a list of questions that feel like an interrogation. Sales come from an emotional connection, so really listening to your client during an initial call is extremely important. Ask your client where they think they are at and where they want to be. Ask what they’re looking for out of this experience and if they have a particular time frame in mind.
2. Let them Talk
Let your prospect talk, and really listen to what they’re telling you. Take notes about emotional keywords or statement that they are using so that you can reassure them of those feelings when you turn the conversation to inviting them to work with you. Let them talk through what they’re feeling and really pay close attention to what they’re telling you.
3. Recap the Issues
Don’t just recite back the problems the client has shared with you. Continue the conversation, acknowledging that you understand where they are coming from and how you can help them with those issues. This shows the client that you were really listening to them talk, understand their concerns, that you have valuable knowledge to share with them AND reminds them that this will eventually turn to a sales conversation. You don’t have to recap every little thing that they said, but bringing up the biggest emotional topics to them and addressing those issues will help easily transition to a sales pitch for your program. For great examples, tune into this episode.
4. Introduce Your Program/Service
Your recap already sets the stage for your sales pitch. So, this should be a natural transition in the conversation from recapping their main concerns. If you complete step number 3 right, then you’ll easily take the recap to your sales conversation. This conversation shouldn’t be about the features or details of your program. Instead look at your notes and see what were the 3 main problems they vented to you about and tell them how you can help address that for them in your program.
5. The Sales Conversation
This is where you ask (invite them to work with you). Consider offering two different payment options, a pay in full with a slight discount or payment plan option. Once you share your price, you stop talking. Let there be a silence while they think about what you’ve just said and let them be the first to break the silence. They need some time and space to process because it is a financial commitment.
6. Gauge their Commitment
If someone says no to you, they are actually saying no to themselves. If they aren’t willing to work with you, they aren’t going to get the transformation that they want. This puts the ball back in their court, this is the client taking the time to think about how committed they are to themselves and this decision for their live. Ask on a scale of 1-10 where they think their commitment level is. If they’re close to commitment, you can ask what they think the hold up is and work through that together.
7. Follow Up
If they are higher on the commitment scale, still give them some time to breathe. Immediately after the call, send an email with all the information they’ll need in the decision-making process and give them a deadline to commit. If they’re anything less than an 8/10 on the commitment scale, they are not ready to make a change for themselves. If they say any number between 1-7 then tell them you’ll follow up in an email with information on a more basic program that could be a better fit for them.
Action Items: Practice, practice, practice. If you haven’t had any free clients yet, find at least 2 and work through this entire process with them. Consider this an internship of sorts to build your confidence. If you already have clients, focus on which step you feel would benefit your business the most and practice it over and over.
Resources and Links mentioned on the show: