1. CREATING CUSTOMER LOYALTY THROUGH CROSS SELLING

2. 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

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

4. 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

5. 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

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

7. 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

8. 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

9. 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

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

11. 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

12. 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

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

14. 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

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

16. 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

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

18. 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 some information. Are there any questions I haven’t answered for you
Invisible Fence® Brand Academy

19. 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

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

21. Thanks for attending the invisible fence® brand academy