Boost Your High Ticket Sales and Closing Game

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in this video I'm going to be breaking down a sales call from a client from everything that I have learned from doing over a hundred million dollars worth of business over the phone [Music] here how you doing today oh it came on to scare him locally good good yeah oh do you have time now yeah I have a quick second all right so that's the first thing the intro of a call is very very important and when you asked him hey do you have a second now there was a second of silence and then you started to talk just for a micro second like you wanted to intervene right what that signals is someone of low status you're seeking approval almost and you don't feel confident of the question that you asked and you're about to kind of jump in and start to butt in immediately and then the next thing that he says is like yeah I have a quick second so immediately he's kind of putting you on the back foot and telling you that hey I am pressed for time so typically what you want to do in this relationship where it's like this is a multi follow-up call sales cycle it's not like a hey wham bam thank you ma'am one short sales cycle call then if now's not the right time you don't want him to put you on the back foot immediately and get you pressed for time and you feeling I had to rush the sales process you're like cool look it now doesn't work I'm more than happy to give you a buzz back another time and you're almost inviting him to get off the phone call here because you don't want to speak to him he's immediately he's going to be rushing you and then again they are in control of the phone call not you because they are dictating how much time they have available to speak to you no problem yeah so um basically I'll just give you a quick call here because I know we had you schedule it right uh catch up some in January so I just want to give you a call to see if anything change on your end how's things traveling so far oh nothing changed from our last conversation uh last week and I still uh you know it's still planning for the new year for us to start gotcha gotcha yeah awesome Yep so here's the next thing so obviously we're calling him up and we say hey just want to check in if anything has changed since when we last spoke now in between calls right you're never going to get a prospect as hot as you get them at the end of your first phone call because over time the information retention in their brain just degrades very very aggressively and they forget about everything and they forget realistically why the problem was that they actually you know wanted to reach out to you and speak to you in the first place so what we want to do is something that I call the mini bomb like we jump into the sales call and we're doing a follow-up call hey I just want to check that did anything change from the last time that we spoke last time we spoke we went over XYZ right you're currently in your physiotherapy business you guys are struggling to get new clients coming in you know it's a little bit unpredictable some months are really great other months are really really slow and we're basically talking about implementing a system to give you predictability and consistently with the way that you would track clients into your business now the reason for the call is and then you give them a reason for the call right something's just come up I've just had a client basically book into another one of those further spots in January I just wanted to give you a call to see how things are placed on your end you've got to re-warm them up and wrap them back up to try and get them so it's not you're starting the call from a standstill you're ramping up the speed of the call and getting some motion in the call immediately from the get-go awesome look so basically um we actually filling out on filling up on our site right a lot of practice owner they want to kick things off of like a bang in January and the Christmas season is rolling up as well so we only basically got like two or three more spot left for our paper performance model right I definitely know Greg you're super busy juggling everything between the New York business and then here as well um I just want to make sure is this something that you still want to do or is this something that you'll be deciding and generate that second mistake is this still something that you want to do then just shut up just let them answer you don't then plant the objection or is this something that you want to do in January we want to get them on the yes ladder is this still something that you want to do yes excellent right then you move in whether or not you would be considered to move forward so just like we were talking about last week even if I started now I don't got nowhere to treat the patient so it would be like it would be kind of like an early start like we were talking about gosh so is this something you want to start in January it like it says something you definitely want to do in January um yeah I'm I'm like 80 percent there so what I did 20 percent first of all that's great right you're further buttoning this down is this something that you definitely want to do in January then he tells you yeah like I'm 80 and then you're further kind of trying to dive and probe into the call and find out like what is that other for the 20 so first of all that's great you're actually moving the ball further down the field making the budget and making it and I need more clarity on my own as things are going to start how is it going to start what you know there's a lot of things that I'm not that I don't have um solidified yet so this would be this they would be early you know it would be pretty much sure to do this right now gotcha so so as soon as the Clinic's ready for business right we can get a go ahead and get you rolling Right congratulations am I correct all right all right so he basically just threw us a bone in the call and he said budget right and we just completely ignored that and we're going into when the clinic opens so first of all you want to get clarification of what he means by that sure could you unpack that a little bit could you double click on that let me know what do you mean by about the budget and then he's going to go to further on expand out what he's actually alluding to with this budget question I think so the other issue is even though we're supposed to open January I'm hoping it's still January construction has been held up because of a couple of different reasons um there's still a lot of work to do there and then that we have to get a building permit so I'm hoping January but uh that is kind of hope area already seeding another stall in the deal uh in the air I don't know if it's gonna be further delayed we've got another month left before January and there's still got a lot of work to do gotcha.com so um are you like is there anything else are you looking to get like a 20 new patients per month right is there any other ways you're looking to get it or because we remember our first call right we remember we basically calculated 20 new patients per month as your target Bill to hit your 300 000 on annual revenue so this is what you should have done at the start of the call right rather than than kind of recapping the problem later on in the call you want to lead with that however you do get points for at least going and double clicking on this now and the big thing is just to kind of pay attention to is just the tonality the downward inflection and just the Cadence in which you're speaking and how confident you feel after you've actually delivered a statement or asked a question just in your own presence right because a sales call is a transfer of energy and if you're transferring nervous uncertain energy to them that's not going to give them the certainty that they need to to then move forward whatever you're asking them to do and the only way that you're going to get really great at that is just by getting the Reps in making lots of calls and then just reviewing game tape footage and listening to your tonalities and just really kind of micro analyzing how you're handling the pace and the Cadence and the pauses on the call and the statements when you're making when you're asking a question and then you end by downward inflecting and being completely comfortable in staying in silence for you to get the answer and the inputs that you need from that side of the call yeah foreign I gotta go back I never still I've been really busy man I I got to go back and look at all those conversations we had I just haven't had time to do all those yeah the highest priority because of everything else I'm trying to juggle um you know but I as I get more as I get as the date approaches and the new year approaches I'll have more clarity yeah definitely so because just want to let you know right we only got two right so he just evaded your question your question was is there anything else that you're looking at to help you solve this problem of getting 20 new patients and he's just saying that he has to revisit the materials like that is a binary question it's either a yes or a no are there any other Alternatives is there any other Solutions is there any other coaches Consultants programs or anything else that you're looking at to potentially help you solve this problem yes or no yay or nay right it's very he will know that information so don't let them off the hook so easily when you're asking them a very simple binary question of like what other alternatives are you looking at to help you solve this problem whether it's now whether it's in January right that's completely fine all good get it but are there any other Alternatives that you're looking at or that you know that exist to help you solve this problem bang and just get that answer I obviously like a green agreeing with the prospect gotcha gotcha but just make sure not to do it over what he's saying because a lot of the time if you ask a question you sit in the silence they'll further elaborate out on what it is that they were going to say and then you'll get more Intel or if they say they give you an answer and you're not confident in the answer that they're giving you or it doesn't give you the information that you need you can simply mirror them by saying what do you mean by going back and revisiting the calls or just by saying oh going back and revisiting the calls and then upward inflate and then they will go on and explain yeah you're like I had to go over the calls and this and that and then they'll unearth some other piece of information that they didn't give you the first time around you want to give me more spot left basically our client maximum volume right if this is something that you really want to do right so we need to basically lock in right now and make sure everything is ready to go uh yeah but what would you require for me to lock in that's basically the 1500 setup deposit okay yeah uh let me get back to you on that you got to get back to you to see if I could so you say so that was a perfect example of you staying silent you didn't say anything he's like let me get back to you on that you didn't say anything so now what he's going to do is he is going to further expand on what he means by having to get back to you I could put a deposit down and then start whenever let's say this gets pushed down to February what happens then will get started February we'll just get started in February yeah so because like as I mentioned right we only have them like only have that many small left especially when we're doing such an amazing offer right so basically you pay us 1500 bucks and then you don't pay it as a single set until this thing works right that's basic Commission so we're getting a lot of people sign up for this and then me and we talk about it right we only got three more spot left and then we like hey there's like a guy who's very a lot of potential right so just give me a call first before we get everything filled up that's good I gotcha all right well let me uh can I it's all right if I'll give you a call back later this week yeah so what uh what specifically are you need to like think about or I gotta I gotta get the budget to pay for that first I gotta look at a bunch of things so I can't just uh you know I gotta really I'm a planner so I can know exactly what I'm doing God just so is there like any other reason other than the money would this not make sense for you to go ahead and get started um it's primarily yeah it's primarily the the money and and again seeing I gotta have to see it clearly like I need this and you know I think I just need some time to organize myself as strategy so all right see so now we're starting to get a lot of mixed signals in this cell cycle right now the first thing was like I need to check the budget then I just need some time then I just need to see everything and there's this big monster and he's sitting behind you on the phone call and that is the silent objection monster and unless we go and Shine the Light on that thing and unearth what that silent objection is we have no idea where we're at in the cell cycle because he's just sending out smoke signals and we're not really getting a good read on on where he is and this is where I would like to do in the call is just say like yo man like you can just level with me right like it's completely fine is this something that you seriously want to do right like do you really want to start to get away to get 20 new patients coming in where you know consistently every single week there's going to be 20 new patients that show up in your practice like clockwork and then you can have the a piece of mind to do all the things that we spoke about that have been really troubling you in the business is this something you want to do or not just yes or no I can take a no as easy as I can take a yes what is it for you oh it's a yes right so then what is it that you're not quite telling me because it sounds like you know this is something that you definitely want to do right I'm saying it's 1500 bucks we can lock in your spot for January and then we can get this problem solved for you this is as no-brainer of a deal that I'm ever going to be able to make to you right so what is it that you need to see in order to have the confidence to move forward with this and just getting out of this whole like sales person Dynamic with the Prospect and just being real with that person and most people because they get caught up in that character of trying to sell somebody rather than just trying to level with them trying to get real with them and seeing if they're going to actually be able to help them solve this problem and if this Prospect actually has a burning need to solve this problem but this guy is not giving us the clear outcome he's not saying what it is he's saying it's time it's budget blah blah blah blah blah blah so he needs the time to go he's a planner right he mentioned that and in the time to go and check it cool man well like let's just be real like do you have fifteen hundred dollars to put down onto deposit on this right we take Visa or Mastercard that's all that it is if you're already in January we'll fire up in January if that pushes out to February I'm happy to start you off in February look at this as locking in your spot in this program as I said there's three more left I really want you in the program I'm super confident I see a lot of potential with you let's lock you in and let's roll and set the next year up to be an awesome success for you and then another objection will come out but we need to start building a little bit of momentum in the stage of the call a lot of things going on right now I haven't even been really dangerous to put much focus on what I'm studying and they've got it I'd like to like revisit really strategize what I'm doing right now we're just you know they would just kind of feel like um uncharacteristic of me to just uh shoot without a plan wow uncharacteristic of him right so this is when we really need to convey some level of certainty to him people don't make decisions when they're uncertain right so it's our job to inject certainty into them and one of the ways that we do that is by answering all of their questions and also having enough conviction around our solution to help them solve that problem in his mind it sounds like he needs some time to evaluate all the other options and scenarios that could possibly take place to find out whether or not this is going to be the right decision for him so instead of us putting time in the deal because time kills deals we're just going to help him make that informed decision right now because we are the source of information on the sales call it's not like once he goes off the sales call that he has a lot of other information that's going to help him make this decision of whether or not this is right we need to help him make that decision now we need to help him wrap his arms around what that looks like right now by exploring what those possible options are so this is why it's really important that before when you asked him what else are you looking at to help you get 20 new patients per week and he kind of sidestepped that this is why it's really important for us to double click and walk through that door is so in his mind we check off it's like do you want to solve this problem yay or nay yay right I want to solve this problem excellent we've just walked through the first door then the second door is what other alternatives are you looking at to solve this problem if he says that there aren't any alternatives to solve these problems other that he's looking at excellent next door we get to walk through together tick and then we get to a place where it's like cool excellent do you have the fifteen hundred dollars to lock this in right now yes I do well then let's just do it you're helping them check those things off in their mind and help them make a decision but if they don't have certainty around all of these little red herrings that they're throwing at you in the call they're not going to have the conviction to buy that's kind of yeah so um is is there any more things you would want us to show you on our site because basically we went through basically went through a lot of things already to show you how everything works on the internet and then basically help showing you exactly how we can help you get to 20 new patients per month right yeah no there's nothing else from you guys and you know again I appreciate everything that's shared with me um gotcha just don't bring that up yeah so don't don't say gotcha when he's not finished talking because then he's going to stop talking and then you're not going to get any other raw materials that you need gosh so can we go ahead and get the 1500 set up today first right and then when you think about it you don't want to do it just tell us we can refund the deposit back right because this is to lock in your spot because I got like six more people I had to get a call up to you sorry right basically offering them three or three more spots so yeah no I can't do that right now that would not be able to do that right now yep the first thing is that you've gone immediately to fully refundable deposit and this is the deposit right rather than staying in that uncomfortable place with a call a little bit longer and to stir up what's the reason that we want to do this in the first place what was the reason that you booked in this call with me what was the problem that you were looking to solve what happens if we go down the road and we don't solve this what are the implications going to be if we just let things to run just the way they are right now how much money have you invested to set up your current practice what other costs were associated with doing that what would happen if you opened it and there were no new patients coming in and really understanding those things rather than immediately going to hey if you even decide in the future that you don't want to do this you just give me a call and I'll refund the money there is a time and place in the call for that but now is not that time because we're just emptying the clip right now but I will say that like you know at least you've got that latch on there you obviously feel like this call is kind of slipping away from you and that just might be an instinct thing where you're like hey let me just throw this out and hope that it's next but let's see how this unwinds fear so uh you know I'll just give you a call back and see if you guys still have any openings uh kind of when I'm ready okay so when would be when would when would I be able to call you back so I will give you a call back when I am ready I am in control right and then you're obviously speaking up to hey like well when would be a good time for for me to give you a call back rather than actually just asking him excellent like what else is it that you need to see to get the confidence to move forward with this what do you feel is going to change in the next seven days that it's not going to change in the next seven hours or the next seven minutes right what is it specifically that you need to think about is it the price is it whether or not I'm the person that you want to be doing business with or is it whether or not you believe this system is going to get you the outcome that you want like what specifically is it that you need to go away and think about it I'm all completely fine if you need to go away think about it it is completely fine but just so I know like what is it specifically that you need to think about because there is something and he's throwing out multiple smoke bombs at you for you to not really understand exactly what it is that he doesn't need to think about I don't know I don't know I gotta reach out to you got it so it's straight like they said because I'm basically helping you make an informed decision right and here's the thing like you need you know you need new patient no matter what right yeah but I I gotta I gotta know what I'm doing like I told you I gotta I gotta figure things out and it has to come from me you know gotcha all right so basically um right you mentioned you've got everything else right you got this little scat you you got the experience you got a work ethic right and then right and then you're telling me earlier right the only thing that you're lacking is your marketing right you saw people who are younger than you right the Alexa experience they're being coach and they're crushing it and opening your location and all the good stuff right right you know you can do this and this is your chance I definitely understand you need to plan ahead right you don't want to mess anything up right I definitely understand that right um so like let's say like what would happen if you are not able to getting 20 new patients in your first three months right you're getting at least three patients like what would happen if that's the case yeah so first of all Kudos I love that you went in for another swing um and you did it perfectly you summarized the problem you went back to make them revisit the reason that they actually booked in a call with you in the first place went over all the pain points that they'd obviously brought up with you in the first call went through like hey this is the outcome that it is that you want to get to and now you're also future pacing and saying like Okay well what happens if you don't get this outcome what happens if you go and you do all of this work and then you don't get the 20 new patients in the month then what so great question and way to stick in it look I haven't even really thought that big I I need to you know and we I need a little time to kind of get things going and yeah I feel like oh let's say what what kind of investment have you paid in order to get this Clinic up and running like all the rent and anything else say that again like what kind of investment have you already paid in this business to get the clinic up and running what have I paid so far to get it yeah like how how much have you invested in this new location so far um I have invested in just the first two months of rent that's it so far and then and it needs to come together for me to know when I'm going to buy equipment who I'm gonna hire to do the work if I'm gonna stand there all these things have to be in and we'll just think that's before the night marketing budget without me having things falling in line it has to make sense gotcha yeah immature gotcha so how much is the rent usually at each month it's about four thousand dollars got it right so I'm just basically helping you make an informed decision right so let's say you're not getting where you want to be in the first three months right then at least you're getting twelve thousand dollars in the hole right that would be a huge cash flow deficit right if that makes sense for you yeah I just want to help you make an informed decision right and then if because again we only have three spots left and then right so you need to expand out on that so let's just put this into perspective right you have basically committed to four thousand dollars in rent per month so you've paid eight thousand dollars out and that just gets you the premises right that's an overhead for the business what have you invested so far to actually bring new patients in well well nothing all right well don't you see that as being a problem yeah yeah well I guess I do awesome and I'm saying that I can help you solve that problem it is going to be around one third of what you spend on rent per month right fifteen hundred bucks and that's as a guaranteed way for you to get 20 new patients coming in to that facility that you have paid four thousand dollars to rent so what is it about that like you you haven't told me yet like for me that just seems like an absolute no-brainer so what is it that you're not really telling me because it is it's an absolute no-brainer decision I really want to help you to get this going right and then do you think it'll be reasonable for you to have us guaranteeing you bringing at least 15 to 20 new patients each and every month for the first three months we're just spending 1500 today well of course that that Works um but I just you know I gotta yeah we can like if we don't hit that goal in the first month right we can happily just give you all the money back because like we our goal is to help you make more patience get more patients make more money and I just wanted you to see that that's like how like see value of what we provide for you let me tell you this I have a very important business meeting this Friday which is going to be practically all day I'll have better classes okay no problem yeah I I definitely I definitely respect that I definitely think that you need to take your time to think that decision right yes but so when would you be able to get everything sorted out give me a time I don't know but like I said a threat right so we've just let him off the hook we're about to throw him back into the sea and say bye little fishy we're never gonna see you again because basically right you have just made this person like a ridiculous offer you've just said to them like look you know that the numbers make sense right you just said it yourself like of course those mathematics make sense yeah they do make sense and I am willing to burden all the risk in this transaction by saying that if I don't deliver on what it is that I say that I'm going to deliver then I will refund you your fifteen hundred dollars back so basically let's just recap on this there's two scenarios that play out here one scenario is that you pay the fifteen hundred dollars and I bring you 20 patients per month which you said those mathematics work out to your favor and they work very very well for you and they excite you all the other situation is that I don't deliver you 20 patients and you are no worse off than you are right now so let's just roll chocolate on Uncle Visa or Auntie MasterCard and let's do this man let's roll because it doesn't make any sense you're removing all the risk what is it that he needs to have an important decision about there's nothing to even think about it's either he gets 20 patients or he doesn't pay any money so this is where it really pays dividends to unearth that silent objection and realistically there is a huge portion of what you have said to this individual that they simply do not believe but they're going to fight like hell to stay within their comfort zone and avoid having a confrontational conversation of like how do I know how do I know this is actually going to work that's realistically what that Prospect is saying in your head but then you've removed all of that by saying well the way that you know is is I don't deliver on what I say I will then you just don't pay so there's no downside at all for you and if they still need to think about it at this point then they're simply not a buyer because there's nothing to think about it's like the only thing to think about is is there 1500 bucks on the card for your whack that's it right but deferring to another you know another conversation you know about an important meeting that they need to have you know that's just a complete stall it's not an objection to what it is that you're actually proposing to them and so there's a fine line right of like do you do a two call is it a three call five six twelve call follow-up to get the deal done right but from my experience where where you're at in this sales cycle and what a no-brainer no commitment offer it is that basically the moment that you say goodbye to this individual then you will never get them back on the telephone again because they're just going to call off and the information that you've told them is all they're not going to retain it and it's going to go away because this offer that you're making to them is a ridiculous offer I didn't have a business meeting a very important one so it's coming together at the start of this month in December I'm putting a piece into place where right now I can't just do anything right now even no matter how good the deal is the type of person that's going to pass by it because if I don't have it if I don't have my ducks in a row I'm not going to shoot that's just how I am against that makes sense makes sense all right so would I be able to give you a call next Monday and you can have everything sorted up yeah again don't ask permission right so let's do this your meetings on on Friday right yes it is excellent let's do this I will give you a call back on Monday and all I ask is that you just shoot me straight either a yay or an A and we'll see if we can get this done for you don't ask for permission I would hope I have it yeah it would have to be around and then he's already trying to escape it out now and plan another little kernel I will hope I have it have what what is this thing what we're talking about here this is a little Genie that you've got that you're hiding that you need to go and get and find that's going to help you magically make this decision I understand awesome so if I have still have spot left I'll I'll definitely give you a call back right no matter what because I definitely want to help you out but then if the three spots gone then I just need to call you and hey you might have to wait a couple more months before you open back up okay okay no problem sounds good all right I'll talk to you next Monday all right brother take care take care all right Andy that was good he said right he enjoyed the sales process with you right he enjoyed the dance the tango that you were having but also yeah just throughout that thing I would say I'll give you a lot of credit like you stuck in there with a lot of people won't dig their heels in and ask those additional questions the big thing that is going to overall help is just getting the Reps in focusing on the tonality being comfortable in the questions that you're asking and then just shutting up and not trying to speak over them and get further validation whether or not it's a good question just say your piece don't then begin to answer that question for them just ask the question and be quiet as you do more and more of these phone calls you will find those critical questions that will get you the information that you need to help people make informed decisions because ultimately we're in the business of providing transformations to people right you're selling something that is genuinely really going to help somebody and then you are removing every and all risk for that individual to get to that outcome where they don't get to that outcome then you're going to further refund their money so there's absolutely no downside the only question for this Prospect whether or not is whether they have fifteen hundred dollars on the card it's not about getting your ducks in a row or doing this or doing that because it's binary right you've got the location you forked out the four thousand dollars per month for this location and you don't have a way to get 20 new patients per month correct yes correct what other alternatives are you looking to get 20 patients nothing excellent so then what other Ducks do we need to get into a row you've already got the ducks in a row of getting the physical location you don't have the ducks in the row by actually getting you a system that's going to fill up that location so this is literally me putting a duck in a row for you to get this thing sorted we're going into Christmas we're going into December there's going to be a lot of other things that require your attention in your business let's just get this done for you so it's sorted it's put away in the drawers nice and neatly Marie condo style you can go have a wonderful break end of the year and then you can open up that location knowing that you've got a partner that's going to deliver you 20 new patients per month let's roll these are all MasterCard let's do it as the more and more calls that you do the more conviction that you'll have be able to roll into that be able to unearth the silent objection be able to know when someone isn't believing what you're saying and just having that real moment we don't want people making decisions that aren't to their benefit in this situation it is completely in their benefit and there is zero risk or downside in them doing so so I hope this call breakdown helped you whether you own another high ticket business or selling something over the telephone I hope that you've taken something from this breakdown that you can go away and you can close more deals in your business [Music]