CREATING CUSTOMER LOYALTY THROUGH CROSS SELLING

What is Solution Selling? Focuses on the customer’s needs Identifies the customer’s pain points Offering a solution that WOWs our customer and enhances the human-pet relationship Discussion Invisible Fence® Brand Academy

Solution Selling Model Engagement Discovery Solutions Commitment Discussion Invisible Fence® Brand Academy

Creating Customer Experiences Providing experiences so that our customers and their pets can live in harmony! Safety Solutions Safe Outdoor play areas Protection Solutions Protect pets from harmful areas and/or no-go areas to protect property Freedom Solutions Gives pets freedom to come and go Peace of Mind! Discussion Invisible Fence® Brand Academy

Product Solutions New Pet Package Indoor/Outdoor Shields® Solutions Doorman™ Pet Door Upgrades Bark Control Fountains Remote Trainers Waste Management Discussion Invisible Fence® Brand Academy

ENGAGEMENT Invisible Fence® Brand Academy What does engagement mean to you.? Invisible Fence® Brand Academy

Engage The Customer Smile - the positive energy from a smile can be heard over the phone as well as face to face. Be Positive and Confident in your knowledge of your solutions! You are the expert! Build Rapport – ask about their pets. Develop a relationship using your own experiences. Show Empathy where warranted Discussion When you answer the phone with a positive & confident tone you begin to build a rapport with the customer immediately! This sets the tone for the call. Customers buy from people they like, so creating a good solid relationship will put their mind at ease. Customers love to talk about their pets and will give you tons of insight into their needs. Make it a conversation but remember to let them do most of the talking. They will listen to your pet stories, but you are only allotted a small amount of time unless your story relates to their need. Invisible Fence® Brand Academy

Building Rapport Relationships – Important to the overall perception of your company and products. Use the Customer Name – Not once but multiple times. Ask if you may use their first name. If your not comfortable last name always works. Listen Carefully – Seek first to understand, then to be understood. Talk about Their Pets – Asking questions and casually discussing their pets and behaviors will often lead you to an opportunity. Discussion When you answer the phone with a positive & confident tone you begin to build a rapport with the customer immediately! This sets the tone for the call. Customers buy from people they like, so creating a good solid relationship will put their mind at ease. Customers love to talk about their pets and will give you tons of insight into their needs. Make it a conversation but remember to let them do most of the talking. They will listen to your pet stories, but you are only allotted a small amount of time unless your story relates to their need. Invisible Fence® Brand Academy

People Don’t Care How Much You Know Until They Know How Much You Care. Express Empathy People Don’t Care How Much You Know Until They Know How Much You Care. Empathy – Put yourself in the customer’s shoes Make the Customer Feel Valued - Tap into the part of your customer that wants to feel appreciated Use Empathy Statements – “If I were in your position, I would feel the same way” Discussion Invisible Fence® Brand Academy

DISCOVERY Invisible Fence® Brand Academy What does engagement mean to you.? Invisible Fence® Brand Academy

Discovery Actively Listen - listen to the customer for verbal ques to determine their needs. Ask clarifying questions Repeat back information for understanding Give the customer your full attention Don’t Assume that you know what the customer is going to say. Discussion Invisible Fence® Brand Academy

Styles of Questions Closed-Ended: provide limited amounts of information Open-Ended: “How?” and “What? "Questions that could get unlimited amount of information Prompt: Simply prompting with, “Tell me more” “Such as?“ invites the customer to reveal more information Repeat: Turn a statement the prospect made into a question

SOLUTIONS Invisible Fence® Brand Academy What does engagement mean to you.? Invisible Fence® Brand Academy

Offer Solutions Be natural and conversational – show you care and avoid sounding ‘salesy’. Use Transition Statements – “What most people like” Endorse solutions which meets customers’ needs – demonstrates your trust in the solutions. Emphasize the Benefits of the Solution – avoid just talking about features. Discussion Invisible Fence® Brand Academy

Features vs Benefits Features - Attributes of the product Benefits - What does the product do for the customer/pet Discussion Invisible Fence® Brand Academy

What are transition statements? Based on what you’ve told me, I recommend If you have the time I would like to give you some information that you may find useful in making a decision on What most of our customers do/want In my experience what I have found is Invisible Fence® Brand Academy

COMMITMENT Invisible Fence® Brand Academy What does engagement mean to you.? Invisible Fence® Brand Academy

Commitment Ask for the Sale! Assume that we have the best Solution for their needs! Discussion .. If the customer has to speak to their spouse when can you contact them back. Can you email some information. Are there any questions I haven’t answered for you Invisible Fence® Brand Academy

What are closing statements? Let’s go ahead and set up that appointment/service for you Would you like to use the Visa on file? Do you want that shipped to you or delivered at service Invisible Fence® Brand Academy

It’s all about relationships! Discussion Invisible Fence® Brand Academy

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