escrs 2014 delivering world class consultations 4x3
DESCRIPTION
Delivering World Class consultations can be easy if you are prepared to follow some simple process steps, which will mean you and your team are consistent with delivering an excellent service and mean that you have happy patients. The LiveseySolar Patient Acquisition Model looks at the people in your practice and the roles that need to be performed which will create the consistency in your practice. You need to remember that people buy with emotion and justify with logic. Follow the LiveseySolar Patient Model and you will achieve, not only happy patients, consistency within the workplace but also the knowledge that you are maximising your revenue and time.TRANSCRIPT
Delivering
World-Class Medical Consultations
Rod Solar
Rod Solar• 20 years experience in business to consumer sales
Rod Solar• 20 years experience in business to consumer sales
• Education in Psychology, Instruction and Coaching
Rod Solar• 20 years experience in business to consumer sales
• Education in Psychology, Instruction and Coaching
• Over 10 years experience in health care sales
Rod Solar• 20 years experience in business to consumer sales
• Education in Psychology, Instruction and Coaching
• Over 10 years experience in health care sales
• Sales consultant, trainer and coach in cosmetic dentistry, plastic surgery, and laser eye surgery
• Results since 1997
• Results since 1997
• Healthcare specialists, focussed on private ophthalmology
• Results since 1997
• Healthcare specialists, focussed on private ophthalmology
• UK base
• Results since 1997
• Healthcare specialists, focussed on private ophthalmology
• UK base
• International experience (Canada, US, Europe, UAE)
• Results since 1997
• Healthcare specialists, focussed on private ophthalmology
• UK base
• International experience (Canada, US, Europe, UAE)
• Our clients see real business results within 3 months
The LiveseySolar Patient Acquisition Model
Org
anic
Paid
Your Website& Content
Development
ThePhone
TheConsultation
TheAfter Care
TheSurgery
WebsiteDesign
Telephone Sales Training
ConsultationSkills Training
CustomerService
Training
ADAPT
EXPERIMENT
ANALYZE
REPORT
SearchEngine
Marketing
Social Media
Offline ReferralStimulation
HappyPatient
(that refers more patients)
www.liveseysolar.com+44 (0)207 407 4452
People SearchingFor Your Service
People ThatKnow You
Word Of Mouth
The LiveseySolar Patient Acquisition Model
Org
anic
Paid
Your Website& Content
Development
ThePhone
TheConsultation
TheAfter Care
TheSurgery
WebsiteDesign
Telephone Sales Training
ConsultationSkills Training
CustomerService
Training
ADAPT
EXPERIMENT
ANALYZE
REPORT
SearchEngine
Marketing
Social Media
Offline ReferralStimulation
HappyPatient
(that refers more patients)
www.liveseysolar.com+44 (0)207 407 4452
People SearchingFor Your Service
People ThatKnow You
Word Of Mouth
The LiveseySolar Patient Acquisition Model
Org
anic
Paid
Your Website& Content
Development
ThePhone
TheConsultation
TheAfter Care
TheSurgery
WebsiteDesign
Telephone Sales Training
ConsultationSkills Training
CustomerService
Training
ADAPT
EXPERIMENT
ANALYZE
REPORT
SearchEngine
Marketing
Social Media
Offline ReferralStimulation
HappyPatient
(that refers more patients)
www.liveseysolar.com+44 (0)207 407 4452
People SearchingFor Your Service
People ThatKnow You
Word Of Mouth
Case Studies
Average ROI = 21:1
The LiveseySolar Consultation Process
!!!!!
1. Greetings
The LiveseySolar Consultation Process
!!!!!
1. Greetings
The LiveseySolar Consultation Process
!!!!!
2. Opening
!!!!!
1. Greetings
The LiveseySolar Consultation Process
!!!!!
2. Opening
!!!!!
1. Greetings
The LiveseySolar Consultation Process
!!!!!
3. Closing
!!!!!
2. Opening
!!!!!
1. Greetings
The LiveseySolar Consultation Process
!3. Closing
!2. Opening
!1. Greetings
Greeting
!3. Closing
!2. Opening
!1. Greetings
Warm Up
!3. Closing
!2. Opening
!1. Greetings
Intent Statements
!3. Closing
!2. Opening
!1. Greetings
Discovery
!3. Closing
!2. Opening
!1. Greetings
Information confirmation
!3. Closing
!2. Opening
!1. Greetings
Examination
!3. Closing
!2. Opening
!1. Greetings
Recommendations
!3. Closing
!2. Opening
!1. Greetings
Reverse Handover
!3. Closing
!2. Opening
!1. Greetings
Options
!3. Closing
!2. Opening
!1. Greetings
Money
!3. Closing
!2. Opening
!1. Greetings
Defence
Surgeons, Optometrists
Defence Midfield
Surgeons, Optometrists
Ophthalmic Technicians
Defence Midfield Forwards
Surgeons, Optometrists
Ophthalmic Technicians
Patient Liaisons
Defence Midfield
Surgeons, Optometrists
Ophthalmic Technicians
Patient Liaisons
Defence
Surgeons, Optometrists
Ophthalmic Technicians
Patient Liaisons
Surgeons, Optometrists
Ophthalmic Technicians
Patient Liaisons
Act Icon Scene Defence Midfield Forwards
1. Greeting Greeting X X XWarm up X X X
2. Opening Intent statement X X XDiscovery X
Information confirmation (IC)
X XExamination X X
3. Closing Recommendations X XReverse Hand-over (RH) X X X
Options XHandling Objections X X X
Money XEncore Ask for referrals X
Scene Defence Midfield Forwards Ideal TimeGreeting X 0:00 Warm up X
Intent statement XDiscovery X
Information confirmation (IC) X 0:15Greeting XWarm up X
Intent statement XExamination (Testing) X 0:30
Handover X XGreeting XWarm up X
Intent statement XExamination (Ophthalmic) X
Recommendations XHandling Objections (Clinical) X 0:70
Hand-overs (Reverse IC) X XOptions X
Handling Objections XMoney X 0:90
Clinic 4+
Scene Defence Midfield Forwards Ideal TimeGreeting X 0:00 Warm up X
Intent statement XDiscovery X
Information confirmation (IC) X 0:15Greeting XWarm up X
Intent statement XExamination (Testing) X 0:30
Handover X XGreeting XWarm up X
Intent statement XExamination (Ophthalmic) X
Recommendations XHandling Objections (Clinical) X 0:70
Hand-overs (Reverse IC) X XOptions X
Handling Objections XMoney X 0:90
Clinic 4+
Scene Defence Midfield/Forward Ideal TimeGreeting X 0:00 Warm up X
Intent statement XDiscovery X
Information confirmation (IC) X 0:15Greeting XWarm up X
Intent statement XExamination (Testing) X 0:30
Handover X XGreeting XWarm up X
Intent statement XExamination (Ophthalmic) X
Recommendations XHandling Objections (Clinical) X 0:70
Hand-overs (Reverse IC) X XOptions X
Handling Objections (Administrative) XMoney X 0:90
Clinic 3
Scene Defence Midfield/Forward Ideal TimeGreeting X 0:00 Warm up X
Intent statement XDiscovery X
Information confirmation (IC) X 0:15Greeting XWarm up X
Intent statement XExamination (Testing) X 0:30
Handover X XGreeting XWarm up X
Intent statement XExamination (Ophthalmic) X
Recommendations XHandling Objections (Clinical) X 0:70
Hand-overs (Reverse IC) X XOptions X
Handling Objections (Administrative) XMoney X 0:90
Clinic 3
Scene One-Person-Team Ideal Time
Greeting X 0:00
Warm up X
Intent statement X
Discovery X
Information confirmation (IC) X 0:15
Examination (Testing) X 0:30
Examination (Ophthalmic) X
Recommendations X
Handling Objections (Clinical) X 0:70
Options X
Handling Objections (Administrative)
X
Money X 0:90
Clinic 1-2
Scene One-Person-Team Ideal Time
Greeting X 0:00
Warm up X
Intent statement X
Discovery X
Information confirmation (IC) X 0:15
Examination (Testing) X 0:30
Examination (Ophthalmic) X
Recommendations X
Handling Objections (Clinical) X 0:70
Options X
Handling Objections (Administrative)
X
Money X 0:90
Clinic 1-2
10 minute break
!3. Closing
!2. Opening
!1. Greetings
Greeting
What do prospects feel?
What do prospects feel?• Anxiety
What do prospects feel?• Anxiety
• Concern
What do prospects feel?• Anxiety
• Concern
• Guilt
What do prospects feel?• Anxiety
• Concern
• Guilt
• Hostility
What do prospects feel?• Anxiety
• Concern
• Guilt
• Hostility
• Fear
What do prospects feel?• Anxiety
• Concern
• Guilt
• Hostility
• Fear
• Excitement
What do prospects feel?• Anxiety
• Concern
• Guilt
• Hostility
• Fear
• Excitement
• Anticipation
4 important tasks in the greeting
4 important tasks in the greeting
• DEMO!
4 important tasks in the greeting
• DEMO!
• Shake hands
4 important tasks in the greeting
• DEMO!
• Shake hands
• Make eye contact
4 important tasks in the greeting
• DEMO!
• Shake hands
• Make eye contact
• Walk with your guest
4 important tasks in the greeting
• DEMO!
• Shake hands
• Make eye contact
• Walk with your guest
• Proper seating
4 important tasks in the greeting
• DEMO!
• Shake hands
• Make eye contact
• Walk with your guest
• Proper seating
Doc
tor
4 important tasks in the greeting
• DEMO!
• Shake hands
• Make eye contact
• Walk with your guest
• Proper seating
Patient
Doc
tor
!3. Closing
!2. Opening
!1. Greetings
Warm Up
4 important tasks in the warm-up
4 important tasks in the warm-up
• DEMO!
4 important tasks in the warm-up
• DEMO!
• Let the prospect talk about themselves (not about eyes!)
4 important tasks in the warm-up
• DEMO!
• Let the prospect talk about themselves (not about eyes!)
• Find something to like about them
4 important tasks in the warm-up
• DEMO!
• Let the prospect talk about themselves (not about eyes!)
• Find something to like about them
• Find a commonality that is important to them
4 important tasks in the warm-up
• DEMO!
• Let the prospect talk about themselves (not about eyes!)
• Find something to like about them
• Find a commonality that is important to them
• Talk about FORL, family, occupation, recreation, location, etc…
The bridge between warm-up and intent
The bridge between warm-up and intent
• Keep a bridging question in mind...
The bridge between warm-up and intent
• Keep a bridging question in mind...
• “shall we get started?”
The bridge between warm-up and intent
• Keep a bridging question in mind...
• “shall we get started?”
• “we’ve got a lot to cover so let’s get started.”
The bridge between warm-up and intent
• Keep a bridging question in mind...
• “shall we get started?”
• “we’ve got a lot to cover so let’s get started.”
• “well, thank you very much for coming - do you have any idea what we’re going to do today?”
The bridge between warm-up and intent
• Keep a bridging question in mind...
• “shall we get started?”
• “we’ve got a lot to cover so let’s get started.”
• “well, thank you very much for coming - do you have any idea what we’re going to do today?”
• “so tell me, what were your expectations of our time together today?”
Exercise!
Hello I’m Fiona!
Reminder: Book a Discovery Call
Hello I’m Laura!
!3. Closing
!2. Opening
!1. Greetings
Intent Statements
The goal of the intent statement
The goal of the intent statement
• is to reduce the prospect’s fears and tensions so that they will open up in the discovery and supply us with the information to make a commitment
6 distinctions of intent statements
6 distinctions of intent statements
• Agenda
6 distinctions of intent statements
• Agenda
• Empathy statement
6 distinctions of intent statements
• Agenda
• Empathy statement
• Set up discovery
6 distinctions of intent statements
• Agenda
• Empathy statement
• Set up discovery
• Takeaway
6 distinctions of intent statements
• Agenda
• Empathy statement
• Set up discovery
• Takeaway
• Set expectations
6 distinctions of intent statements
• Agenda
• Empathy statement
• Set up discovery
• Takeaway
• Set expectations
• End with a soft trial close
Agenda
Agenda
• “Well, first we’re going to have a little chat, I’m going to ask you questions about you, your motivations, and any concerns you might have. Then, I’ll introduce you to the practitioner who will conduct your examination. After that, we’ll get together again for another little chat...”
Empathy statement
Empathy statement
• Now, it’s completely normal to have lots of questions and to even feel a little bit apprehensive about the process. If you have a question, feel free to ask anyone one of us at any time, that’s what we’re here for.”
Set up discovery
Set up discovery
• “Well, first we’re going to have a little chat, I’m going to ask you questions about you, your motivations, and any concerns you might have. Then, I’ll introduce you to the practitioner who will conduct your examination. After that, we’ll get together again for another little chat...”
Take away...
Take away...
• “Now, you may not even be suitable for this procedure, but after the examination we’ll be certain, and if you are suitable we’ll recommend the best treatment for you.”
...and give it back
...and give it back
• “Now, you may not even be suitable for this procedure, but after the examination we’ll be certain, and if you are suitable we’ll recommend the best treatment for you.”
Set expectations...
Set expectations...
• “At the end, if we do recommend a procedure, we can discuss finances and scheduling, if you want to be a patient, is that all right?”
...end with a soft trial close
...end with a soft trial close
• “At the end, if we do recommend a procedure, we can discuss finances and scheduling, if you want to be a patient, is that all right?”
Learn your intent statement
Learn your intent statement
• Listen to examples
Learn your intent statement
• Listen to examples
• Detect the distinctions
Learn your intent statement
• Listen to examples
• Detect the distinctions
• Write your own
Learn your intent statement
• Listen to examples
• Detect the distinctions
• Write your own
• Role-play
Learn your intent statement
• Listen to examples
• Detect the distinctions
• Write your own
• Role-play
• Practice
Learn your intent statement
• Listen to examples
• Detect the distinctions
• Write your own
• Role-play
• Practice
• DEMO!
Exercise!
Hello I’m Fiona!
Reminder: Book a Discovery Call
Hello I’m Laura!
30 minute break
!3. Closing
!2. Opening
!1. Greetings
Discovery
Understanding Motivation
Opening Concepts
Opening Concepts• The do-something line
Opening Concepts• The do-something line
• Daily hassles
Opening Concepts• The do-something line
• Daily hassles
• The Past Motivating Incident
Opening Concepts• The do-something line
• Daily hassles
• The Past Motivating Incident
• The Deadline
Opening Concepts• The do-something line
• Daily hassles
• The Past Motivating Incident
• The Deadline
• The Future Motivating Event
Opening
Opening
• Why do we ask questions???
Opening
• Why do we ask questions???
• 10 questions
Opening
• Why do we ask questions???
• 10 questions
• The Motivation Tree
Opening
• Why do we ask questions???
• 10 questions
• The Motivation Tree
• DEMO!
Where did these question clusters come from?
Where did these question clusters come from?
• We have been continuously developing these questions since 2003 by
Where did these question clusters come from?
• We have been continuously developing these questions since 2003 by
• Adding questions and removing questions
Where did these question clusters come from?
• We have been continuously developing these questions since 2003 by
• Adding questions and removing questions
• Refining the order of questions to enhance natural flow - primacy and recency
Where did these question clusters come from?
• We have been continuously developing these questions since 2003 by
• Adding questions and removing questions
• Refining the order of questions to enhance natural flow - primacy and recency
• Considering every word and emphasis
Where did these question clusters come from?
• We have been continuously developing these questions since 2003 by
• Adding questions and removing questions
• Refining the order of questions to enhance natural flow - primacy and recency
• Considering every word and emphasis
• Aiming to make them easier to ask and answer
Where did these question clusters come from?
• We have been continuously developing these questions since 2003 by
• Adding questions and removing questions
• Refining the order of questions to enhance natural flow - primacy and recency
• Considering every word and emphasis
• Aiming to make them easier to ask and answer
• Verifying our improvements with experience, results and mystery calls
People buy with EMOTION
and justify with LOGIC
Offline ReferralStimulation
HappyPatient
(that refers more patients)
www.liveseysolar.com+44 (0)207 407 4452
People SearchingFor Your Service
People ThatKnow You
Word Of Mouth
The LiveseySolar Patient Acquisition Model
Problem
Solution
Priorities
Decision Maker
Deadline
Timing
Qualifying
6
7
8
9
10
5
3
1
FUTURE
FME Gain 4
PAST
PMIPain2 DBM
Conversion
Phone Call
Criteria
Concerns
Offline ReferralStimulation
HappyPatient
(that refers more patients)
www.liveseysolar.com+44 (0)207 407 4452
People SearchingFor Your Service
People ThatKnow You
Word Of Mouth
The LiveseySolar Patient Acquisition Model
Problem
Solution
Priorities
Decision Maker
Deadline
Timing
Qualifying
6
7
8
9
10
5
3
1
FUTURE
FME Gain 4
PAST
PMIPain2 DBM
Conversion
Phone Call
Criteria
Offline ReferralStimulation
HappyPatient
(that refers more patients)
www.liveseysolar.com+44 (0)207 407 4452
People SearchingFor Your Service
People ThatKnow You
Word Of Mouth
The LiveseySolar Patient Acquisition Model
Problem
Solution
Priorities
Decision Maker
Deadline
Timing
Qualifying
6
7
8
9
10
5
3
1
FUTURE
FME Gain 4
PAST
PMIPain2 DBM
Conversion
Phone Call
Criteria
Offline ReferralStimulation
HappyPatient
(that refers more patients)
www.liveseysolar.com+44 (0)207 407 4452
People SearchingFor Your Service
People ThatKnow You
Word Of Mouth
The LiveseySolar Patient Acquisition Model
Problem
Solution
Priorities
Decision Maker
Deadline
Timing
Qualifying
6
7
8
9
10
5
3
1
FUTURE
FME Gain 4
PAST
PMIPain2 DBM
Conversion
Phone Call
Criteria
Concerns
Offline ReferralStimulation
HappyPatient
(that refers more patients)
www.liveseysolar.com+44 (0)207 407 4452
People SearchingFor Your Service
People ThatKnow You
Word Of Mouth
The LiveseySolar Patient Acquisition Model
Problem
Solution
Priorities
Decision Maker
Deadline
Timing
Qualifying
6
7
8
9
10
5
3
1
FUTURE
FME Gain 4
PAST
PMIPain2 DBM
Conversion
Phone Call
Criteria
Concerns
Dominant Buying Motives
Dominant Buying Motives
• Dominant Buying Motives are the EMOTIONS that you REVEAL by getting the Prospect to share their PAST MOTIVATING INCIDENT AND FUTURE MOTIVATING EVENT with you
Dominant Buying Motives
• Dominant Buying Motives are the EMOTIONS that you REVEAL by getting the Prospect to share their PAST MOTIVATING INCIDENT AND FUTURE MOTIVATING EVENT with you
• DBM = PMI + FME
Dominant Buying Motives
• Dominant Buying Motives are the EMOTIONS that you REVEAL by getting the Prospect to share their PAST MOTIVATING INCIDENT AND FUTURE MOTIVATING EVENT with you
• DBM = PMI + FME
• Their PMI will likely reveal their PAIN
Dominant Buying Motives
• Dominant Buying Motives are the EMOTIONS that you REVEAL by getting the Prospect to share their PAST MOTIVATING INCIDENT AND FUTURE MOTIVATING EVENT with you
• DBM = PMI + FME
• Their PMI will likely reveal their PAIN
• Their FME will likely reveal their GAIN
Priorities and Criteria
Priorities and Criteria
• The Priorities are the Prospect’s MUST HAVES in order to proceed with an appointment
Priorities and Criteria
• The Priorities are the Prospect’s MUST HAVES in order to proceed with an appointment
• The Criteria are the Prospect’s NICE TO HAVES in order to proceed with an appointment
Priorities and Criteria
• The Priorities are the Prospect’s MUST HAVES in order to proceed with an appointment
• The Criteria are the Prospect’s NICE TO HAVES in order to proceed with an appointment
• DBM/P+C
Exercise!
Hello I’m Fiona!
Reminder: Book a Discovery Call
Hello I’m Laura!
10 minute break
!3. Closing
!2. Opening
!1. Greetings
Information confirmation
Commitment
Greeting
“Yes”
“Yes”
What we typically expect…
Commitment
Greeting
“Yes” to the Intent statement
“Yes” to confirmation
“Yes” to Handover
“Yes” to Reverse Handover
“Yes”
The Staircase of Agreement
Commitment
Greeting
“Yes” to the Intent statement
“Yes” to confirmation
“Yes” to Handover
“Yes” to Reverse Handover
“Yes”
The Staircase of Agreement
Commitment
Greeting
“Yes” to the Intent statement
“Yes” to confirmation
“Yes” to Handover
“Yes” to Reverse Handover
“Yes”
The Staircase of Agreement
Commitment
Greeting
“Yes” to the Intent statement
“Yes” to confirmation
“Yes” to Handover
“Yes” to Reverse Handover
“Yes”
The Staircase of Agreement
Commitment
Greeting
“Yes” to the Intent statement
“Yes” to confirmation
“Yes” to Handover
“Yes” to Reverse Handover
“Yes”
The Staircase of Agreement
Handover Forward to Defence
Examination Reverse Handover Defence to Forward
Problem Recommendation Solution
DBM (PMI or FME) Handling Objections DBM (PMI or FME)
Concerns Concerns Addressed
Timing Timing
Trial Close Trial Close
Handovers
!3. Closing
!2. Opening
!1. Greetings
Examination
Diagnostic Tests
Diagnostic Tests• What is it called?
Diagnostic Tests• What is it called?
• What does it do?
Diagnostic Tests• What is it called?
• What does it do?
• How does it benefit?
Diagnostic Tests• What is it called?
• What does it do?
• How does it benefit?
• How does it feel?
Diagnostic Tests• What is it called?
• What does it do?
• How does it benefit?
• How does it feel?
• Is it unique or special?
6 components of credibility statements
6 components of credibility statements
• Create a reason to share your story
6 components of credibility statements
• Create a reason to share your story
• Explain how you found out about the practice (or why you started it)
6 components of credibility statements
• Create a reason to share your story
• Explain how you found out about the practice (or why you started it)
• Share your background
6 components of credibility statements
• Create a reason to share your story
• Explain how you found out about the practice (or why you started it)
• Share your background
• Share the unique points of difference
6 components of credibility statements
• Create a reason to share your story
• Explain how you found out about the practice (or why you started it)
• Share your background
• Share the unique points of difference
• Share what you’re getting out of the job
6 components of credibility statements
• Create a reason to share your story
• Explain how you found out about the practice (or why you started it)
• Share your background
• Share the unique points of difference
• Share what you’re getting out of the job
• Ask for questions about yourself
Exercise!
Hello I’m Fiona!
!3. Closing
!2. Opening
!1. Greetings
Recommendations
Principles of making recommendations
Principles of making recommendations
• Make it an event, not just a message
Principles of making recommendations
• Make it an event, not just a message
• You’re suitable, it’s really exciting!
Principles of making recommendations
• Make it an event, not just a message
• You’re suitable, it’s really exciting!
• Be clear on what procedure you are recommending
Principles of making recommendations
• Make it an event, not just a message
• You’re suitable, it’s really exciting!
• Be clear on what procedure you are recommending
• Only discuss alternatives and risks after making a specific recommendation
Principles of making recommendations
• Make it an event, not just a message
• You’re suitable, it’s really exciting!
• Be clear on what procedure you are recommending
• Only discuss alternatives and risks after making a specific recommendation
• Create realistic expectations
Principles of making recommendations
• Make it an event, not just a message
• You’re suitable, it’s really exciting!
• Be clear on what procedure you are recommending
• Only discuss alternatives and risks after making a specific recommendation
• Create realistic expectations
• Get agreement
Principles of discussing risks and side effects
Principles of discussing risks and side effects
• Limit to relevant risks.. we
Principles of discussing risks and side effects
• Limit to relevant risks.. we
• Know who is more at risk (experience)
Principles of discussing risks and side effects
• Limit to relevant risks.. we
• Know who is more at risk (experience)
• Know how to avoid risks (tests, techniques, technology)
Principles of discussing risks and side effects
• Limit to relevant risks.. we
• Know who is more at risk (experience)
• Know how to avoid risks (tests, techniques, technology)
• Are looking for them in aftercare appointments
Principles of discussing risks and side effects
• Limit to relevant risks.. we
• Know who is more at risk (experience)
• Know how to avoid risks (tests, techniques, technology)
• Are looking for them in aftercare appointments
• Know that risks are often minor and temporary
Principles of discussing risks and side effects
• Limit to relevant risks.. we
• Know who is more at risk (experience)
• Know how to avoid risks (tests, techniques, technology)
• Are looking for them in aftercare appointments
• Know that risks are often minor and temporary
• Know that if they aren’t, we can fix them
The worst case scenario
The worst case scenario• What’s the worst that can happen?
The worst case scenario• What’s the worst that can happen?
• Speak in percentages, but don’t expect them to allay fears
The worst case scenario• What’s the worst that can happen?
• Speak in percentages, but don’t expect them to allay fears
• Talk in terms of guaranteed side effects
The worst case scenario• What’s the worst that can happen?
• Speak in percentages, but don’t expect them to allay fears
• Talk in terms of guaranteed side effects
• Use numbers (3 main risks, 3 main side effects)
Reminder: Book a Discovery Call
Hello I’m Laura!
10 minute break
!3. Closing
!2. Opening
!1. Greetings
Reverse Handover
Handover Forward to Defence Examination Reverse Handover
Defence to Forward
Problem Recommendation Solution
DBM (PMI or FME) Handling Objections DBM (PMI or FME)
Concerns Concerns Addressed
Timing Timing
Trial Close Trial Close
Handovers (DEMO!)
!3. Closing
!2. Opening
!1. Greetings
Options
!3. Closing
!2. Opening
!1. Greetings
Money
The LiveseySolar Consultation Process
!!!!!
1. Greetings
The LiveseySolar Consultation Process
!!!!!
1. Greetings
The LiveseySolar Consultation Process
!!!!!
2. Opening
!!!!!
1. Greetings
The LiveseySolar Consultation Process
!!!!!
2. Opening
!!!!!
1. Greetings
The LiveseySolar Consultation Process
!!!!!
3. Closing
!!!!!
2. Opening
!!!!!
1. Greetings
The LiveseySolar Consultation Process
Act Icon Scene Defence Midfield Forwards
1. Greeting Greeting X X XWarm up X X X
2. Opening Intent statement X X XDiscovery X
Information confirmation (IC)
X XExamination X X
3. Closing Recommendations X XReverse Hand-over (RH) X X X
Options XHandling Objections X X X
Money XEncore Ask for referrals X
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