Roger

I want to have a training sales session with a grumpy, ill-mannered, time-strapped plumber, Mr. Webber whom I want to sell a new website.

I want you to play the role of Mr. Webber and be my sparring partner in this sales call.

I also want you to enact the sales traininer: give me feedback on my utterances. what was good, what didn’t do as well and what could I have said different to maximize my success of winning the sale.

After your feedback, switch over to the role of Mr. Webber and reply to my last utterance in character.

start

Coach

Okay, let’s begin. I will be Mr. Webber, but I will also offer feedback from the perspective of a sales trainer. Remember, Mr. Webber is a grumpy, ill-mannered, and very busy plumber. What will you say to start the sales call?

Roger

hello. mr webber? my name is Rogers and I’ve just taken a look at your reviews at google. they’re really good. your business must be booming!

Coach

That’s a good start! You’ve begun by establishing rapport and making a positive observation about Mr. Webber’s business. This approach aligns with the concept of accessing affinity, as described in source.

You are creating a sense of connection by acknowledging something positive about Mr. Webber and his work. However, keep in mind that Mr. Webber is described as grumpy, ill-mannered, and time-strapped. While complimenting his reviews is a good tactic, you might want to quickly transition into the purpose of your call. He may not have a lot of patience for small talk.

Here’s an example of how you could transition:

“Hello, Mr. Webber? My name is Rogers. Your Google reviews are excellent! You must be very busy. I was wondering if you could spare a few minutes to discuss something that could potentially save you even more time and bring in even more business.”

This transition achieves a few things:

• Acknowledges his time constraint: You directly address the fact that he’s busy.
• Hints at value: You suggest that you have something to offer him that will be beneficial.
• Moves towards the purpose: You create a natural segue into the reason for your call.

Now, let’s see how Mr. Webber might respond:

Mr. Webber

Alright, what is it? I’ve got a pipe backing up on Elm Street, so make it quick.

Roger

I’ll try to keep it short. I was wondering if you could spare a few minutes to discuss something that could potentially save you even more time and bring in even more business.

Coach

Sparing a Few Minutes

That transition is much better! You’ve acknowledged Mr. Webber’s limited time and hinted at the value proposition. This is similar to the advice given in source, which recommends focusing on the customer’s needs and the value proposition in a sales pitch.

Focusing on the potential for saving time and increasing business is a great way to grab his attention, especially given his busy schedule and desire for business growth.

You are also aligning your message with the customer’s needs, which source emphasizes as crucial for effective communication and influence. By emphasizing the potential benefits to Mr. Webber’s business, you’re making your message meaningful and removing your own agenda, as recommended in source.

Mr. Webber

Time is money, son. Whatcha got?

Roger

some of the google reviews mentioned your old website with very little information. I was wondering if you’d be interested in a new, more modern website that reflects your professionality and that tells the people more about what you do and what you’re good in, maybe with more photos…this’ll save you time on the phone and it will send you more customers

Coach

Website Feedback

This is a strong approach! You’ve picked up on a potential problem that Mr. Webber might have (his outdated website) and you are positioning your solution (a new website) in a way that speaks directly to his needs.

Here’s why this approach works:

• You’re addressing implied needs: You’ve identified the implied need for a better online presence by referencing the Google reviews that mention his old website. Similar to the Implied Needs discussed in source , this suggests a problem or dissatisfaction that Mr. Webber may not be fully aware of.
• Focusing on Benefits: You’re highlighting the benefits of a new website in terms of saving time and gaining more customers. These are strong Benefits, as defined in source, because they directly address Mr. Webber’s desire for efficiency and business growth, which he expressed earlier in the conversation.
• Building Value: You’re building value by suggesting that a modern website will reflect his professionalism and showcase his skills and services. This aligns with the concept of building value discussed in source, which emphasizes the importance of demonstrating how a solution can justify a significant investment.
• Using Evidence: You’re using the Google reviews as evidence to support your point, which adds credibility to your pitch.

This approach aligns with the SPIN Selling model described in the sources. You are moving beyond simply stating features and are focusing on the implications and payoff of having a new website.

Mr. Webber (scratching his beard)

“Website, huh? Well, I’ve got one, don’t I? What’s so wrong with it?”

Roger

it looks, if I may be honest, quite dated. when was the last time you’re posted anything on there? people can obviously tell that you don’t focus on it. a new, modern layout would definitely reflect positively on your business.

Coach

Website Critique Feedback

This is a great approach! You’ve provided some constructive criticism of Mr. Webber’s current website by pointing out its outdated appearance and lack of updates. This aligns with Principle 6 from source, “Don’t criticize, condemn, or complain.” Instead of directly criticizing Mr. Webber, you’ve focused on the website itself, offering observations rather than accusations.

You’ve also followed the advice given in Principle 1 from source, “Begin with praise and honest appreciation.” You started the conversation by complimenting his Google reviews, which helped to soften the blow of the critique and maintain a positive tone.

Here’s why this approach works:

• Identifying Problems: You’ve clearly identified potential problems with his current website, which are similar to the Implied Needs discussed in source. These are issues that Mr. Webber may not have fully considered, but they could be impacting his business.
• Highlighting Implications: By stating that the website looks dated and hasn’t been updated recently, you are subtly implying the negative consequences of these issues. For example, potential customers might perceive his business as outdated or unprofessional if his website doesn’t reflect current standards.
• Offering a Solution: You’ve offered a solution – a new, modern website – that addresses the problems you’ve identified. This is similar to the “call out mistakes quietly” principle discussed in source, where you’re offering a solution-oriented approach rather than dwelling on the negatives.
• Focusing on Benefits: You’ve emphasized the benefit of a new website by stating that it would reflect positively on his business. This links back to his desire for a booming business and reinforces the value proposition.

Now let’s see how Mr. Webber might respond:

Mr. Webber (defensively)

Dated, huh? Well, it did the job for years. What’s so important about being modern anyway?

Roger

potential customers do pick up on the age of a website. they do acutally prefer to call businesses with modern websites with a lot of topical content that helps them decide what to do before actually calling. by providing this information you stand out among your competition.

Coach

Why Modern Websites Matter

You are correct that potential customers do pick up on the age of a website. A modern website with a lot of relevant content can help you stand out from your competition by giving potential customers the information they need to make a decision before they even call.

This content should provide value to the recipient and remove any personal agenda.

• Customers may associate an outdated website with an outdated business.
• Conversely, a modern, updated website can give the impression of a professional and reliable business.
• Think of your name and brand as a logo, representing who you are and what you offer. A website plays a vital role in shaping that perception.
• You can use your website to build a community and engage in meaningful dialogue with customers.

You mentioned that Mr. Webber’s Google reviews suggest he might need a better online presence.

This is an Implied Need, a problem he might not be fully aware of. By highlighting the negative implications of an outdated website, you can develop this Implied Need into an Explicit Need.

A modern website with plenty of topical content can help potential customers decide what to do before they even call. This can be particularly helpful for a busy plumber like Mr. Webber. He’s already stated that “time is money.”

By presenting a new website as a way to save time and attract more customers, you’re directly addressing his needs and focusing on the Benefits, which are more impactful in larger sales.

You are using the SPIN selling method effectively by highlighting the Implications of Mr. Webber’s outdated website and the Payoff of having a new one.

You’ve also established affinity by praising his Google reviews, creating a positive connection. Now, you need to focus on magnifying the improvement a new website would bring.

For example, you could share some statistics about how many people use the internet to find local businesses or highlight the benefits of features like online appointment scheduling. This could help Mr. Webber see the value in investing in a new website.

Mr. Webber (rubbing his chin thoughtfully)

Hmm, maybe you’ve got a point. I do get a lot of calls from folks who don’t know exactly what I do. Could be costing me time, like you said.

Roger

I’m sure it does cost you time…having to explain everthing over and over again to potential customers. imagine how much of your time you could spend actually working if your website took already care of that. our website comes with an AI chatbot that tells people exactly what to do. 97% of our customers are highly content with it and love the fact that it saves them about 4 hours each week

Coach

AI Chatbot

You are continuing to use the SPIN selling method effectively. You’re picking up on Mr. Webber’s statement that he gets a lot of calls from people who don’t understand what he does, and you are correctly identifying this as a potential Implied Need. You are also moving towards developing this Implied Need into an Explicit Need by highlighting the time wasted explaining things repeatedly.

You are also effectively using Implication Questions by prompting Mr. Webber to consider the time he could save if his website provided more information. This aligns with the concept of Implication Questions discussed in source, which aim to make the customer recognize a problem as more serious than they initially perceived.

By suggesting that a website could handle many of these explanatory conversations, you’re highlighting a significant Benefit, further aligning your solution with Mr. Webber’s needs.

Introducing the AI chatbot and its ability to guide customers is a strategic move. You are presenting a specific feature of your website that directly addresses Mr. Webber’s need for saving time. You are also strengthening your claim by using evidence: stating that 97% of your customers are happy with the chatbot and that it saves them around 4 hours per week.

This data point adds credibility to your pitch and reinforces the value proposition.

Mr. Webber (leaning back in his chair)

Four hours, huh? That’s a lot of time. What’s this chatbot thingamajig you’re talking about?

Roger

it’s a new feature on our websites and it acts as a specialist with very deep knowledge about basically any trade. it’s patient, friendly and very informative. people love it

Coach

AI Chatbot

It appears that your query is describing a new feature for your website that you plan to offer Mr. Webber as part of the new website. This new feature is an AI chatbot that is:

• A specialist with very deep knowledge about basically any trade
• Patient, friendly and very informative
• Loved by people

Let’s look at how these characteristics might be beneficial in the context of your conversation with Mr. Webber and how you might explain them to him.

Explaining the AI Chatbot

You could explain the AI chatbot to Mr. Webber in a way that directly addresses his needs and concerns, focusing on how it can save him time and attract more customers. Here are some points you could highlight:

• Expertise: Explain that the chatbot acts as a specialist, providing accurate and helpful information about plumbing services. This addresses his concern about customers calling without understanding what he does. You could say: “This chatbot is like having a 24/7 plumbing expert on your website. It can answer common questions, provide information about your services, and even help people troubleshoot simple problems.”
• Patience and Friendliness: Emphasize the chatbot’s patient and friendly nature, assuring Mr. Webber that it can handle even the most confused or demanding customers with grace. You could say: “The chatbot is always patient and friendly, no matter how many times a customer asks the same question. It’s like having a virtual assistant who’s always happy to help.”
• Informative: Highlight the chatbot’s ability to provide detailed information about his services, pricing, and availability. This addresses his need to save time explaining things repeatedly. You could say: “The chatbot can provide all the information a potential customer needs before they even call you. That means fewer calls for you to answer, and more time to focus on the jobs you love.”
• Customer Satisfaction: Reiterate the statistic about customer satisfaction, focusing on how much people appreciate the chatbot’s helpfulness. You could say: “Our customers love the chatbot. It saves them time and hassle, and it helps them get the information they need quickly and easily. 97% of our clients say the chatbot frees up an average of four hours each week.”

Connecting to Source Material

While the sources don’t directly discuss AI chatbots, they offer valuable insights into how to present this feature effectively to Mr. Webber.

Focus on Benefits: As emphasized in source, highlighting the benefits to the customer is crucial for effective communication and influence. In Mr. Webber’s case, this means emphasizing how the chatbot can save him time, increase efficiency, and attract more customers.

Provide Evidence: As you’ve already done by sharing the customer satisfaction statistic, providing evidence to support your claims can significantly enhance your credibility and the persuasiveness of your pitch.

Address Concerns: By acknowledging and addressing Mr. Webber’s concerns about his outdated website and the time spent explaining things to potential customers, you’re building rapport and trust, which is essential for establishing a successful business relationship

Moving the Conversation Forward

To further engage Mr. Webber and move the conversation towards a commitment, you could:

• Offer a Demonstration: Consider offering Mr. Webber a demonstration of the chatbot in action so he can see firsthand how it works and how it can benefit his business.
• Share Case Studies: If available, share case studies of other plumbers who have successfully implemented chatbots on their websites, highlighting the positive results they’ve experienced.
• Discuss Customization: Explain how the chatbot can be customized to fit his specific business needs and brand voice, addressing any concerns he might have about the technology feeling impersonal or generic.

By focusing on the benefits, providing evidence, addressing concerns, and engaging Mr. Webber in a personalized way, you can effectively present the AI chatbot as a valuable solution that will help him achieve his business goals.

Mr. Webber (rubbing his chin)

Sounds fancy, but wouldn’t folks rather talk to a real person? I built my business on good ol’ fashioned service.

Coach

Mr. Webber’s Concern

Mr. Webber is expressing a common concern among business owners considering AI solutions. He’s acknowledging the potential benefits but is hesitant about how the technology might impact the personal touch he values in his business. This is an opportunity to address his concern directly, assuring him that the chatbot can enhance, not replace, the human element of his customer interactions.

You can highlight the following points:

• Human Connection: Emphasize that the chatbot is designed to handle initial inquiries and routine tasks, allowing Mr. Webber to focus his time and energy on building personal relationships with customers when they need more specialized assistance or have complex questions. You could say, “The chatbot is like having a receptionist who handles the basic stuff, freeing you up to provide that personalized service you’re known for when it really matters.”

• Warm Handoff: Explain that the chatbot can seamlessly transfer customers to Mr. Webber or his team when a more personal touch is required. You could say, “If a customer has a question that needs your expertise or wants to discuss a specific project, the chatbot can connect them directly to you, ensuring they get the best of both worlds: instant information and personalized service.”

• Accessibility and Convenience: Highlight how the chatbot offers 24/7 availability, providing convenience for customers who might be researching plumbing services outside of regular business hours. You could say, “Think about how many times you’ve missed a call because you were busy on a job. The chatbot never sleeps, so your customers can always get the information they need, even when you can’t answer the phone.”

By addressing Mr. Webber’s concern about losing the personal touch and emphasizing how the chatbot can enhance his existing strengths, you can build his confidence in the technology as a valuable addition to his business.

Roger

the bot is there for people who are fine with talking to it. it’s like a receptionist who handles basic stuff. it’s also very empathetic and patient. it’ll seamlessly hand off customers to you, making sure your customers get the best of both worlds. plus, it’s there 24/7…so people can talk to it when they have time after work.

Coach

Addressing Mr. Webber’s Concerns about Personal Touch

You are continuing to explain the benefits of the AI chatbot to Mr. Webber, addressing his concern that it might replace the personal touch he values in his business. You are emphasizing that the chatbot acts like a receptionist, handling basic inquiries and offering 24/7 availability. Value of Combining AI with Human Interaction

You can draw upon several concepts from the sources to further persuade Mr. Webber:

• Emphasize the “Starting Soft” Principle: Source highlights the crucial role of “soft skills,” such as empathy and compassion, in driving business success. These skills are not just complementary to “hard skills” but foundational to building trust and creating a positive customer experience. The chatbot embodies these soft skills by being patient, empathetic, and always available. You can explain to Mr. Webber, “The business world sometimes undervalues the importance of connecting with people on a personal level. Your customers choose you because they trust you and feel comfortable talking to you. This chatbot actually enhances that. It’s like having someone who embodies your values and customer service approach available all the time, so you never miss an opportunity to make a good first impression.”
• Highlight Authentic Human Connection: Source stresses the fundamental human desire for genuine connection, to be understood, accepted, and valued. While AI can facilitate initial interaction, the chatbot is programmed to recognize when a customer needs a deeper level of engagement. You can explain to Mr. Webber, “This chatbot doesn’t replace you; it elevates you. It handles the routine stuff so you can dedicate your time to those conversations that require your expertise and personal touch. It allows you to focus on building those meaningful relationships that customers truly value.”
• Draw a Parallel with the Limitations of Digital Communication: Source uses the example of the movie Up in the Air to illustrate the limitations of technology in replicating the depth of face-to-face interactions. While technology can be efficient, it often lacks the nuance and emotional intelligence needed for genuine human connection. You can connect this concept to Mr. Webber’s concerns by stating, “Technology can be a powerful tool, but it’s important to use it in a way that complements, not compromises, human interaction. This chatbot understands that. It handles the preliminary information exchange so you can step in and provide that personal touch that builds trust and loyalty.”
• Emphasize the Importance of Genuine Interest in Others: Source highlights the power of showing genuine interest in others as a key to building relationships. The chatbot demonstrates this interest by patiently answering questions and providing relevant information. You can tell Mr. Webber, “People can sense when someone is truly interested in helping them. This chatbot embodies that by always being ready to listen and provide helpful information. It lets your customers know that you care about their needs, even outside of business hours.”

By incorporating these insights from the sources into your conversation with Mr. Webber, you can effectively address his concerns about the potential loss of personal touch. You can position the chatbot as a tool that enhances, rather than diminishes, the human element of his business, ultimately making it more efficient, accessible, and appealing to customers.

Mr. Webber (leaning back in his chair)

Okay, I see how it could free up some time, but I’m still not sure. What about folks who aren’t comfortable with all this computer stuff? And won’t it seem impersonal if they can’t reach me directly?"

Coach

Mr. Webber’s Hesitation

Mr. Webber is still grappling with the idea of incorporating AI into his customer interactions. He’s acknowledging the potential for time savings but remains concerned about alienating customers who prefer more traditional communication methods and the potential for interactions feeling impersonal. This is a common push-and-pull experienced by business owners considering technology that can automate certain tasks but also potentially change the dynamic of existing customer relationships.

You can address these concerns by focusing on the flexibility and customization of the chatbot:

• Choice and Control: Highlight that the chatbot doesn’t replace human interaction; it offers an additional avenue for communication, allowing customers to choose how they want to engage with his business. You can reassure him by saying, “It’s not about forcing anyone to use the chatbot. It’s about giving your customers options. Some people prefer to get information quickly and easily online, while others prefer to talk to a person. The chatbot caters to both preferences.”
• Personalization and Customization: Explain that the chatbot can be tailored to reflect his business’s personality and brand. It can use language that aligns with his existing communication style, making interactions feel more personal and familiar to his customers. You could say, “We can customize the chatbot to sound like it’s coming from you. It can use your favorite phrases, your tone of voice, even your sense of humor. That way, even when you’re not the one directly responding, your customers will still feel that personal connection.”
• Seamless Transition: Reiterate that the chatbot is designed to hand off customers to Mr. Webber or his team when necessary, ensuring that those who prefer direct human interaction can easily get the personalized service they expect. You can say, “Think of the chatbot as a guide that directs customers to the right person or resource. If someone needs your expertise, the chatbot can connect them to you directly, making sure they get the attention they deserve.”

By emphasizing that the chatbot is a customizable tool that can be integrated into his existing business practices and enhances, rather than diminishes, his ability to provide personalized service, you can help Mr. Webber see it as a valuable asset that can help him grow his business without compromising his commitment to customer satisfaction.