TGP Events: Psychology and Technique of Upserving with Brian Carter
Summary
TLDRIn this insightful talk, Brian Carter emphasizes the art of upserving in sales, highlighting its importance beyond mere technique. He shares personal experiences and strategies, such as understanding customer motivations and leveraging psychology to enhance the sales process. Carter's approach focuses on creating a connection, building rapport, and offering personalized solutions, ultimately transforming the sales pitch into a customer-centric experience.
Takeaways
- 🚀 Upserving is a critical yet often neglected skill in sales that requires continuous development beyond just doing it to doing it well.
- 🌟 Brian Carter's successful upserving in Oklahoma City demonstrated the power of consistent upserving to maximize sales potential.
- 📈 The importance of treating upserving as a skill to be honed, rather than a binary action of doing or not doing, was emphasized.
- 🛠️ The script mentions the significance of technique in upserving, including timing, phrasing, and understanding customer pain points.
- 🧠 The psychological aspect of upserving was highlighted, focusing on understanding customers' fears of regret and discomfort with spending.
- 💡 The speaker shared personal sales experiences to illustrate the impact of upserving on achieving significant sales figures.
- 🔑 Empathy and personal connection were underscored as essential for converting initial interest into larger sales through upserving.
- 🎯 The script suggests that understanding the 'why' behind a customer's decision is crucial for tailoring upserving approaches effectively.
- 💼 Knowledge of packages, bundles, and special offers was identified as a key component of technique in upserving to provide customers with attractive options.
- 🤝 The importance of creating a positive buying atmosphere through rapport building and addressing the customer's silent voice was discussed.
- 🎉 The speaker concluded with the idea that upserving should be fun and energized, aligning with the customer's motivations and experiences.
Q & A
What is the main topic of Brian Carter's discussion?
-Brian Carter's discussion is primarily about 'upserving', a sales technique to increase the value of a customer's purchase by offering additional products or services.
Why does Brian emphasize the importance of upserving?
-Brian emphasizes upserving because it is an area that many salespeople neglect, treating it as a binary action rather than a skill to be developed and perfected.
What was Brian's biggest week of sales for the year mentioned in the script?
-Brian's biggest week of sales for the year mentioned in the script was when he sold over $14,000 worth of products in two days at Canton.
What sales techniques did Brian use to achieve his high sales week?
-Brian used various upserving techniques such as taking a trimmer to a showstopper, increasing the number of table knives sold, and offering buy-three-get-one-free deals with additional upsells.
What is the significance of the 'right item' in the context of upserving?
-The 'right item' refers to a product or package that genuinely excites or animates the customer, making them more likely to accept an upsell.
What role does the customer's budget play in the upserving process?
-The customer's budget is a significant factor in the upserving process, as it sets a limit to what they are comfortable spending, but Brian suggests that often the real barrier is the customer's fear of regretting their decision.
What is the '10 pays' method mentioned by Brian, and how does it relate to upserving?
-'10 pays' is a payment method where customers can pay for their purchase in ten installments. Brian suggests that consistently offering such payment options can help overcome budgetary barriers in upserving.
What does Brian suggest is the key to moving beyond a simple upsell to a more personalized approach?
-Brian suggests that the key to a more personalized approach is understanding the customer's 'why'—their motivating factor for making a purchase—and tailoring the upsell to serve that reason.
How does Brian recommend using third-party stories in the upserving process?
-Brian recommends using third-party stories to provide social proof and to create a positive emotional experience for the customer, which can help in closing upsells.
What is the significance of 'smiling with your eyes' in the context of the script?
-In the context of the script, 'smiling with your eyes' is a technique to convey positive energy and enthusiasm to the customer, which can help in building rapport and closing sales.
What are the three steps Brian outlines for effective public speaking, and how can they be applied to upserving?
-The three steps for effective public speaking outlined by Brian are: acknowledging the group, earning the right, and speaking to their silent voice. These can be applied to upserving by understanding the customer's perspective, re-establishing credibility after their initial purchase, and addressing their unspoken feelings and concerns.
Outlines
📈 Upserving Mastery and Sales Techniques
The speaker introduces Brian Carter as an expert in upserving and highlights his sales achievements in Texas and Oklahoma City. The speaker emphasizes the importance of upserving as a fundamental pillar in the event space and notes that many salespeople neglect this area. They discuss the need to view upserving as a skill to be developed rather than a binary action. The speaker shares personal sales successes, attributing them to consistent upserving and the ability to help customers visualize the value of additional purchases. They stress the importance of technique and psychology in upserving, suggesting that while many have the technique down, the psychological aspect of understanding customer motivations and addressing their concerns is crucial.
🎯 Enhancing Upserving: Technique and Psychology
The speaker delves into the two key components of maximizing upserving: technique and psychology. They acknowledge the importance of knowing the right timing, phrasing, and foundational principles of upserving. The speaker also discusses the need for product knowledge, including packages and bundles, and the ability to offer back-pocket specials based on customer interests. They highlight the importance of asking interest-peaking questions and identifying pain points to tailor upsells effectively. Additionally, the speaker touches on the psychology of sales, suggesting that understanding customer fears of regret and discomfort with spending can be as important as the technical aspects of upserving.
🤔 Addressing Customer Hesitations in Upselling
The speaker explores the common reasons why customers might hesitate to accept an upsell, such as the item not being right for them, budget constraints, or fear of regretting their decision. They emphasize the importance of personalized interaction over a scripted approach, suggesting that understanding the customer's 'why' can lead to more successful upsells. The speaker shares anecdotes of successful sales interactions where they connected with customers on a personal level, using empathy and rapport to overcome objections and close deals. They stress the importance of creating a positive emotional experience for the customer as a key to successful upsells.
💼 Leveraging Customer Motivations for Effective Upselling
The speaker continues to discuss the importance of understanding the customer's motivations and using this knowledge to upsell effectively. They share examples of how they used third-party stories and social proof to build trust and create a buying atmosphere. The speaker also emphasizes the importance of creating a positive and fun experience for the customer, suggesting that this can be a powerful motivator for purchases. They discuss the importance of not overwhelming customers with too many options and maintaining clarity in the sales process to avoid confusion.
🌟 The Art of Public Speaking and its Relevance to Upselling
The speaker concludes by drawing parallels between public speaking and upselling. They outline a three-step approach to speaking that can also be applied to upserving: acknowledging the audience, earning the right to continue the conversation, and speaking to the audience's silent voice. The speaker suggests that by understanding and addressing the customer's feelings and motivations, salespeople can create a more effective and empathetic selling environment. They also provide a bonus tip on avoiding overwhelming customers and maintaining focus during the sales process.
Mindmap
Keywords
💡Upselling
💡Sales Technique
💡Psychology of Selling
💡Customer Engagement
💡Product Knowledge
💡Consistency
💡Empathy
💡Sales Scripts
💡Customer Experience
💡Sales Momentum
💡Budget Constraints
Highlights
Brian Carter's expertise in upselling and his impact on sales, particularly noted in Oklahoma City.
The importance of upselling as a fundamental pillar in the event space alongside new customers, upgrades, and objections.
The tendency to neglect upselling and treating it as a binary action rather than a skill to be honed and developed.
The team's focus on improving objection handling and the need for a similar emphasis on upselling.
Brian's personal journey in building his business around upselling due to his unique set of skills.
A successful sales week for Brian, including significant upsells that contributed to his best week of the year.
The concept of 'upserving' as a process rather than a single action, with examples of Brian's successful strategies.
The psychological aspect of upselling, understanding customer motivations and fears of regret.
Technique and psychology as the two sides of maximizing upselling, with a focus on both being crucial for success.
The importance of product knowledge and having ready 'back pocket specials' for various customer interests.
Using interest-peaking questions and understanding customer pain points to transition into presenting packages.
The underrated technique of upsell upgrades into new sets as a sneaky and effective sales strategy.
The common barrier of budget and how offering payment plans can alleviate this issue.
The power of empathy and personal connection in the upselling process, moving beyond a scripted approach.
Creating a positive emotional experience for the customer as a key to successful upselling.
The importance of clarity and focus when presenting packages to avoid overwhelming customers.
Brian's approach to public speaking and its applicability to upselling, including acknowledging the group, earning the right, and speaking to their silent voice.
The final emphasis on understanding the customer's 'why' and making the upsell serve them on a higher level.
The collective appreciation for Brian's insights and the reminder of the importance of consistent application of upselling techniques.
Transcripts
but we are gonna transition over
to
mr brian carter uh and he is now going
to be talking to us about upserving um i
think brian does this really well in
texas as well but i think like the time
i i really stopped and took notice of it
was this last year in oklahoma city um
with brian's custom with brian's past
customers he was just like
package after package up serving to
another thing all these package deals
like just crushing it with past
customers and i was like dang i always
know brian is a good sales person on our
team but that was one of those times
when i was like man brian is just like
crushing it and just leading the team
right now in uh in terms of sales so
that was awesome to see and i know a lot
of it was just through the consistent up
serving process so um brian's gonna walk
us through um up serving
i love it i love it i love getting a
chance to be sandwiched between curtis
and josh that is there's a brutal place
in the agenda but uh i am i am up for
the task or at least i think i am so uh
let me do this uh let's get that pin for
the recording okay perfect well guys um
for my part you know i'm gonna get a
chance to cover a topic that uh we all
know is super important um we know our
four fundamental pillars within the
event space and that's new customers
upgrades objections and up serving or
upselling um i will never not called up
selling by the way i apologize for that
but i'm just i'm just gonna go ahead and
preface that and i think we all
understand the importance of all those
areas but but upselling is the one area
that i honestly think a lot of our best
people kind of unintentionally neglect
now don't be wrong not that you're not
doing it but i think a lot of us treat
it as this very binary thing we treat it
as the thing we either do or we don't do
rather than a thing that we do versus a
thing that we do really well or that
we're continuing to develop that skill
set
a couple years ago we really got right
on objections okay and i think that's
something we should never stop working
on but but we had this sort of come to
jesus moment as a team where we're you
know every year we're working on
improving our upgrade scripts and
staying current on new customers but
we're like man i think for objections i
think we we all have answers that we say
but we're not as confident proficient as
we could be so we really started
drilling that our objections master
class videos are like our most watched
videos that we put out through the team
and i think that was such a key thing
and honestly i think in a lot of ways i
think up serving is kind of like do that
moment in the sun and and that's an area
that uh truly i i've kind of had to
build a lot of my business around
because you know in a lot of ways i lack
some of the skill and technique that
some of y'all have had so i've had to
make up for it with just connections and
the ability to help customers really
visualize
how you know adding these extra things
to their collection could be a really
exciting thing um this last week was a
pretty good week for me sales-wise it
was my biggest week of the year so far
i sold 5k over two days at canton and
that was on five orders i had a thousand
dollar phone order that that i worked up
and i had a eight thousand dollar
business gift order and so you know for
me you know anytime i'm over 14 grand
for the week you know i'm i'm not curtis
i'm not dropping 10k weeks i haven't
been in the field in a hot minute um you
know that was a really big week for me
that's for sure and out of those though
if you if you strip them down to just
the initial yes if i had not been on my
game when it came to really up serving i
would not have had that week like i you
know at canton it was taking a trimmer
all the way to a show stopper you know
from the you know we had dropped down to
the trimmer for the record like that's
on the actual yes here's what i will get
um it was taking a replacement table
knife up to five table knives it was
taking a yes on the galley up to an
ultimate okay so we went from a sig
dropped down to a galley and took it
back up to an ultimate set um it was
taking a four table knives that i did a
buy three get one free and upping that
with three extra hearty slicers three
cheese knives and nothing for free on
that i was taking a 215 dollar cpo peace
order and getting a 900 builder upgrade
and it was taking that business gift
order which originally was a 2700 order
got it up to six and then when all was
said and done got it up to like 8 400.
and so i i think this is an area where
there's so much meat left on this bone
and and uh and it's something that we
just want to make sure we continually
are working on um this is a topic that i
try to go over with our new reps now
obviously you know they don't know how
to do anything yet but but i literally
show them in training i show them this
like uh image right here okay and and
it's just something i use and and trying
to explain the gap that the gap is not
going from like you know getting a uh
the gap is not going from buying small
stuff to buying big stuff okay like like
i think you guys know that just
intrinsically like the purchasing
decision is where you're actually having
to animate people and and motivate them
and drive them so really the gap from
you know getting nothing to getting one
knife is so much bigger than the gap
from getting one knife to getting a lot
of knives that you know for me i think i
have this sort of level of excitement
and energy once i get to that point of
yes probably because i'm naturally a
little bit of an anxious person i get
that so i'm so excited that i get that
yes that it creates a sort of you know
reciprocity i guess like i get excited
they get excited and we kind of use that
as a jumping off point so that being
said how do i how do we actually use
this time to try and if not teach you
something reinforce a subject that i
know you all have a lot of proficiency
in and you do this really consistently
for me i wanted to take this kind of a
different direction i'm not going to try
and re-teach you uh like the steps to up
serving because josh nailed that for us
you know six years ago seven years ago
um i told him at the time that that very
first upserving he talk he did that that
was the best sales message i had ever
heard him given um you know the timing
transition phrases having a map to
consistently follow every single
solitary time it was just so key so i'm
not going to try and embellish on that
what i want to focus on instead is kind
of the two sides to maximizing up
serving and maximizing up selling number
one is technique okay that's like the
first side and i think that's where we
spend a lot of our time appropriately
all right best sales people use the best
skil the best scripts but number two is
the psychology side and i think that's
the part that maybe i am naturally a
little bit stronger at and and has
allowed me to have some pretty good
success going through it now when it
comes to the technique um again guys you
know for the technique it's it's knowing
the timing it's knowing the phrasing
it's the hey just so you know um you
know it's it's making sure that you
continue to ask again knowing they'll
tell you when they're done it's those
those funding you know foundational uh
principles to up serving but but even
going beyond that kind of the second
part of technique is how is your
knowledge on packages and programs and
bundles um guys we have incredible talks
on this matt foss has brought the goods
so many times uh luke last year at our
state fair prep he did a 1k upselling
message that is i think one of the best
messages luke has ever brought to our
team fyi i'll try to repost the link to
make it easy to find but but how is like
your actual product knowledge on some of
those packages do you have easy back
pocket specials you can offer do you
have things on deck to be able to throw
out just based off any interest that
you're seeing in your clients um do you
know good interest peaking questions for
each program like how you can use
questions to transition into presenting
flatware or cookware things like that
you know curtis is so good at pain
points identifying pain points at these
different projects
or these different packages and bundles
can really solve and honestly just on a
scale of one to ten you got to ask
yourself how clean and efficient are you
walking someone from interest questions
all the way to closing on one of these
packages
to me i get it those are like business
gifts and cookware and flatware that's
way bigger than just an upserving talk
but those are like those are the weapons
the upserving is just setting the stage
it's opening a door for you to then go
step into those different packages but
you kind of need to be right with
yourself and say how prepared am i with
that um guys for me the hit list for my
technique side it's it's the fundamental
steps you know timing just so you know
they'll tell you when they're done it's
the interest peaking questions it's
program and package knowledge with your
common pain points and those back pocket
specials i think those are those are the
real keys to technique by the way
underrated technique tip always try to
uh to upsell upgrades into new sets
so underrated so sneaky i see calvin do
that all the time i've seen josh do that
i see luke do that when you're doing an
upgrade i've seen seth do that a million
times if you're at a 1700 upgrade and
you don't at least pitch a whole new
ultimate set at a discount you're crazy
because there's a lot of customers who
will say yes to that i think that's a
sneaky underrated tip but i gotta tell
you this i think at the end of the day
more often than not the wall we hit is
budget we've hit the limit to what
they're comfortable spending and that's
okay that's that's fine but if the
budget was really what was holding
people back uh honestly i think we would
do a lot more 10 pays i i get it a lot
of us just aren't consistent
consistently offering 10 pays 15 pays
things like that by the way i love 10
pays okay it's so great when that second
half goes through uh for the old timers
like like josh and john israel and
curtis and and brad it's like that five
pay when you hit the middle payment like
you got the rest of your money uh it was
like that great feeling that's what 10
pays are like to me
but honestly i'm just at the opinion
that if it was about his money as much
as we seem to think it was um that that
people would take advantage of that i
just think they would so i think the
real hold up is not so much whether
people can't afford it or they're
willing to do it it's just do they feel
comfortable saying yes and then that's
what takes you to the psychology side
okay and and so obviously those two are
connected and a lot of the psychology is
baked into the scripts a lot of the
lines and the verbiage is built in but
um i got to tell you i think there's a
whole nother gear that you can really
you can really switch into when it comes
to working with your customers in this
particular part of your presentation i
mean the reality is as long as you're
modeling what the best are doing you're
all seeing great results without serving
of course we are but but if this is a
fundamental area of the business like
why in the world would we ever settle
when you think about the reason why
people don't take the deal okay like
like why don't people take an upgrade
why don't they take a package why don't
they take anything it's always in my
mind it's one of three things it's
either not the right item for them okay
it's not the right package doesn't
animate or excite them even though we
want it to um the price is more than
their comfortable budgeting it's a very
real thing but honestly the biggest one
in my mind is they're just afraid of
regretting their decision like that's it
nine times out of ten when i don't buy
something it's not because i did so much
research that the price value curve just
didn't didn't quite meet for me or that
you know it's not the right item like
like i'm usually by the time i'm in that
state i've kind of worked through that
process nine times out of ten i'm just
like man am i gonna look back and this
is a smart buyer this wasn't a smart buy
i i think that that's the simple thing
and the good news is just by asking the
clarifying questions that we always do
you pretty you know pretty expertly can
handle those first too is it a price or
comfortable with is it the right package
um but that third thing with that that
tends to be in my experience what's
holding a lot of people back and and you
guys got to think about it like this we
don't treat all customers the same when
we're closing you know like we might
have the same script but we're adaptable
is this a price buyer are they more
focused on the value um but i think that
we tend to do that with upsells and and
i i think that that our upsell scripts
just from working with other people on
the team and i'm guilty of this too i
think this is the area where we slip
back into old habits and this is the
easiest area for us to become pitchy
versus personal i think it's just such
root memory for us hey just so you know
since you're doing this if you did this
i could do this hey what do you think if
we had this and this hey you wanna go
and add that on
and it's effective it's it's not that
there's not a place for that you want to
be quick and efficient and have your
script but that's not the way most of us
are actually approaching our clothes
you're literally just counting on the
positive feeling of that purchase and
the momentum you've created to get you
all the way there and it just doesn't
always work it just doesn't always work
um there's real power and empathy you
know and you being able to for one
minute just take a breath in this
process and before you kind of
immediately launch into here's what's
next here's what's next here's what's
next to kind of start thinking about
what was it that made them say yes in
the first place like why did this
customer say yes to these four or five
knives you know what was it like uh that
up that phone order i had it was a
thousand dollar phone order and it
started out with a buy three get one
free on table knives okay it's this nice
old lady named billy billy's a cool lady
all right and so for her i tried to
close the deal but it just wasn't
happening and so you know i i pretty
quickly figured out it was the discount
all right it was the it was the buy
through get one free like we we
presented a few different things offered
a peeler you know we we tried to just
say hey you know it's the catalog price
but you get me i tried to build value in
my services i kind of went everywhere
and then where i got her to yes was was
by saying that but but then i asked i
said you know what is this for billy you
know you mentioned you have cutco this
is this is extra for your collection and
she's like no it's a gift for my
daughter you know whatever it was okay
well that's an obvious opening there you
know who else do you do you shop for who
else do you need to buy for and uh and
but once i knew that that you know the
motivating thing for her was like that
feeling she'd get from other people you
know i just started going into it tell
me who in your life is hard to buy for
and and like creating that buying
atmosphere that positive emotional
experience with her before we even got
to it um you know she mentioned that one
of her grandsons loves to barbecue and
so i you know i immediately went into
the hearty slicer i was like boy you
know this is such a great knife and and
i said you know it's you can use it for
this and this and this and then i just
go hey as usual grandma's got to be
there to solve the problems for him
right so you know you'd have to be the
one to hook him up with this he's
probably not smart enough to find it on
his own
and i made a friend for life when i said
that okay like it was the funniest
reaction ever when i i just beat her to
the poncho i was like as usual grandma's
got to solve that problem for him and
she just starts dying laughing and she
goes yeah he's so stupid he would never
get that on his own i was like i know
right that's why he needs grandma and
she just starts laughing and she's like
well you know what about in you know
what about my daughter-in-law she's kind
of finicky and i was like you know what
finicky people like and she's like what
i'm like whatever your favorite knife is
which one do you use in your set the
most and she starts laughing we start
but but it created from the space of
just rapport and this woman was working
me down over this and like her saving
forty dollars was the difference maker
on her buying 160 but we added on 800 to
this with zero for free zero discounts
just by kind of working through that
process with her by not just going hey
just so you know since you did this if
you did this i could do this the more
you buy the more you save these are good
transition lines but those are just
meant to to crack the door open like
then you actually need to do the work to
connect with people and sell them things
not just like toss things at them you
know susan when i was working with her
that was my business gift client um last
year they spent 12 dollars per gift and
and they literally did it was 12 per
gift and they did them for 40 people
okay and and so when we're going through
it that's like her budgeting idea and so
it was a real stretch to try and get up
to like a pizza cutter and it was going
to be for 25 people but but just by
going through that i i started just
going through and saying like what do
you want to get out of this susan like
what does this mean to you you know to
be able to do this i bet and i said
honestly i bet you didn't go out there
and figure out 11 12 items this wasn't
on your desk last year and she goes yeah
she goes i just want something that's
classy right she's like i've worked here
for 20 years i want something that makes
more of a statement and i was like hey
can i show you the statements that some
of my other clients have made and and
you know but but taking that that minute
to just pause and and just using
third-party stories and getting a chance
to show her like like literally i sent
her images a bunch of my other clients
and again some of this is just social
proof this this divi's into the
technique stuff but rather than just
sort of you know there's blood in the
water let's wrap this thing up you know
giving it a minute to breathe working
with this lady by the way i made a proof
for her like like a cutco style proof
she could take to the owner of the
company and and we got him to buy 120
knives and it was an 8 300 or 8 400 cpo
but but again it was just connecting
back to like what is her why what was
the motivating factor behind her doing
anything because there's something
motivating everyone to do anything they
buy with us even if it's just because
it's fun great if the only reason
they're buying is because it's fun you
need to make the upsells really freaking
fun um creating energy guys getting uh
getting their attention their permission
their engagement you know trying to find
out what they would be willing to do
today by the way if the the biggest
thing i will take away from 2020 from
being on zoom nine hours a day is my
resting face okay i know what i
look like all the time and so like i'm
trying to be much more cognizant of
smiling with my eyes especially when i
have a mask on i'm around kids all the
time if i'm not like if i'm not really
signaling how i'm feeling they can't
read my facial expressions guys guess
what our customers aren't that much more
depth than my eight-year-old you know so
like smiling with your eyes bringing
energy to your voice creating energy all
throughout it um i'm gonna quickly run
out of time here and and but honestly i
think this is a round table topic at
some point the psychology of upselling
like i i really really do because i have
like three more pages of notes i could
go through here but but i i want to i
want to hit it with this and i guess
i'll wrap with this
guys my approach to public speaking
anytime i'm giving a talk i love talking
i think i'm good at it i've worked
really hard to become an adept speaker i
get it i talk too fast but you know
whatever you'll deal all right but my
approach to speaking there's three steps
that i always go through okay and and i
think that that there's a model here you
could almost utilize when it comes to
your your up serving as well and your
approaches with your clients first off
is just acknowledging the group okay and
that's just letting them know that you
understand where they're coming from um
you know hey and sometimes it's it's
understanding the arc of where that
customer is guys there's an arc to a
customer working their way up to
purchasing all right like it's climbing
up a hill and then they got to the crest
and then they made the decision to okay
i'm gonna do it i'm gonna buy that
homemaker set well in their mind they're
almost on the other side okay so like
they're in that like point of relief and
so don't get me wrong like you're so
high up that mountain that we all know
there's such an opportunity there to
continue building off this and serving
your client at a higher level but at the
same time if you if you misplay that if
you just come in like a battering ram um
because you're just doing the same damn
thing every time with every person
you're really missing out on that
opportunity so just acknowledging where
they're at uh you know hey miss jones i
am so excited like it's almost like
going into the reassurance clothes after
the fact like if you were to take
curtis's reassurance closed notes it's
like going after the fact michelle's
yeah i'm so excited this year has been
so crazy that what a great time to buy
american i'm so excited that you got
american-made products in your kitchen
now and you know you're with your family
and what a time to be focused on health
and i'm so fired up that you check those
boxes here today you're going to love
your cut coat every time you see it this
is going to be such a cool thing for you
and honestly even if not it's going to
be the most convenient damn thing ever
and you'll laugh when you throw in the
dishwasher be like ah not my problem
okay and it's just like but i was just
laughing it's just like it's like josh
says like filling putting air back in
the balloon okay so so the first step
though is is acknowledging the grip the
second thing is earning the right and
and what i mean by that from a speaker
standpoint it's about like
re-establishing credibility but but i
think earning the right is like hey you
know in their mind they're done so why
are you not done you know that's where
the technique stuff really does matter
that's where the technique stuff fits in
so perfectly hey just so you know you
know hey i want to be your cutco guy for
life and so i would feel terrible if i
didn't at least let you know your
options hey can i show you the super
crazy promotion they have it's for
customers like you that got their set
man it is bonkers if you want to look at
your cookware and even if now's not the
right time hey i'm your cuckoo guy for
life at least we'll add it to the wish
list can i take one quick second just to
show you this because i think you would
be from what you've told me i think
you'd be really excited about it
okay like it's it's that's where all of
a sudden you can get in there like like
earning the right is like it's the
promotion it's the relationship with
them but the last thing guys is speak to
their silent voice what are they feeling
okay like what is the culture of of the
booth and the energy they're in culture
is what they see what they hear and what
they feel are they getting energy from
you are they hearing confidence and
reassurance
are they getting that belief because
those are the things that again create a
buying atmosphere instead of a selling
atmosphere
um guys one last one last just i guess
bonus tip i'll say this is um you know
make sure that you're not confusing or
overwhelming your customers by covering
the wrong package at the wrong time um
there's a way to introduce every single
prep package that we offer but i
definitely have seen times where people
you know they they lose the
five piece upgrade to like a full
upgrade because they're pushing too hard
on just everything and and you know make
sure that that you have really
crystallized and clarified where they're
at we've all had that client where you
know the husband wants to get the big
set and they're at yes but the wife
really likes the flatware and he's
looking at the cookware and they're just
they're just everywhere and and it
sometimes those things will slip away
from you so just make sure that in the
process of this even though you're
empathizing you're listening you're
connecting on a higher level than maybe
you have previously just make sure
you're still controlling where the focus
goes throughout this process because i
think it's very easy to inadvertently
overwhelm people um which is a lack of
clarity on our part but guys the biggest
thing with this if you take nothing away
from from this entire you know 19 minute
window here other than this um just
think about why should your customer do
it just just if just ask yourself that
like why should they do this how would
this serve them on a higher level
because if the only answer is saving a
couple bucks and they've got a louis
vuitton bag and a rolex they probably
don't care just so you know they
probably don't care now they might do it
because it's fun they might do it
because it feels competitive like like
they're kind of getting the sales guy
they might do it because they're they're
attached to your goals there's a lot of
reasons they might do it but if you
honestly think a 57 turning fork is
motivating the guy with a 23 000 yacht
master probably not probably not it's
just maybe it's the game for them maybe
it's the process but but you got to make
it fun you got to bring energy and if
you do that uh you'll do this on a much
higher level and uh where attention goes
energy flow so let's pay attention to
our upserves
oh my gosh that was awesome i knew it
was gonna be good but as you were
talking brian i'm like damn these are
such good reminders these are things
like
we
have
heard sometimes before not all of that
but some some of those things you know
it's like we've heard before but man
we're not doing it or man we're not
doing it consistently or man we're not
doing it well um that was a great
reminder on so many levels and so many
things i heard that i'm like actually i
haven't thought about it that way before
i love the psychology of the upsell it's
not just the technique it's the why and
especially empathizing with your
customers of like
what is their experience of this and
why should they actually we it's like we
want them to buy them we're like oh you
should buy now because i want you to oh
because you're gonna save more money and
i want the order now versus later you
might not get it later but it's like
what what is it actually doing for them
from their perspective so that is super
smart did we give brian round of
applause already i don't know if we did
if we didn't we didn't do it again
5.0 / 5 (0 votes)