napp sales workbook
DESCRIPTION
Sales For the beginner.TRANSCRIPT
1. Selling yourself. It is important that the first thing you sell when you get in front of a prospect is yourself
2. Use your self-image to propel yourself. A positive self-image will shine through every time, and help you close any prospect you are speaking to.
3. Believe in your product 100%. Be sold on it before you sell someone else.
4. Testimonials, articles on a product will also help sell.
5. Enthusiasm – 50% of the sale. Any person with a great deal of enthusiasm can get half way to the close, by simply bringing that in the door with them.
6. Be prepared. Know everything there is to know about your product. Be able to answer questions and look professional.
7. Visualize seeing success, knowing it will happen.
8. You have to practice the sale; practice will make you a great salesperson.Selling is a science so you have to test to find what works. Then the sales become easy.
9. Make your prospects feel important. Let them know that you care about their life, talk with them about it. Listen well, it will help you close the deal, and you will keep a customer for life.
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The first thing you have to know about sales is that a person doesn’t buy a product.
They buy you. Think of a time you purchased something and the salesperson was great,
they really understood what you needed, they paid attention to you, they looked good and
they were knowledgeable. Have you ever walked into a store to buy something and
walked out because of the treatment you received? Perhaps you didn’t buy a product
solely because of the salesperson, and it may have even been something you wanted.
You have to sell yourself. When I say, “sell yourself”, I mean, you must look
professional. Start with your grooming, your nails, your hair, your clothing and your
shoes. You want to look as if you know what you’re talking about, and that you present
something of great value. This will make your prospect feel comfortable. Now if you
came in thongs and shorts that would make them feel very uncomfortable, unless you’re
at the beach and then they may still be skeptical. Always keep your grooming in mind.
You also want to make sure that you are prepared. Have a professional presentation.
People want you to be prepared, and not waste their time. When you go out to sell
someone have your material ready. Give yourself enough time to learn what you need to
know, and how to find it again if you need to refer back to some particular detail.
It is okay if you don’t know every single answer, but do take the time to learn the basics.
If you’re new it can be to your advantage to let somebody know, “Look I’m brand new,
I don’t have everything just yet, but I will make sure to do a great job for you.
If there is anything I don’t know I’ll make a quick call and find out.
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If you can, it may help to take someone with you who is more knowledgeable, to help
maintain your professionalism. At least this way, if you are new to selling Napp, you can
still appear professional and it will look as if you have brought someone along with you
to help field questions. Ask people who have been selling Napp, what kind of questions
come up frequently, and from there, prepare as best you can. Even if you’re a seasoned
salesperson, and have been around for a while, know your material back and forth, it will
never fail in helping you close the sale. People feel comfortable when you have an
immediate answer for them.
Possessing a positive self-image and being prepared, as both are inextricably linked, will
help you every time in closing a sale. If you are confident that you’re a competent
person, your confidence increases. People are drawn to confidence. Just think about
when you were dating. Remember the guy or the girl that was shy and really had no
self-confidence? Were you drawn to that person or were you drawn to the person who
was very confident, friendly and helpful? Confidence is what we are drawn too, and you
want to have that in yourself.
You need to believe in your product 100%. It is easier for you to maintain a good
self-image if you know what you’re doing, is helping people. When you walk in the door
you feel good about what you’re doing, this helps build your self-image. The way to
have and develop more confidence is to know your product well, be able to help
prospects’ with any questions they have, and to let them know that you really understand
their needs. This is part of the art in selling yourself, in fact, a big part.
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If a guy walks in to sell you and it looks to you like he’s just waiting to get his hands on
your cash, he’s not going to sell himself to you. He may know his product perfectly, he
may know all about the history of the company, but if he looks like he’s just waiting for
you to reach in your pocket and hand your cash over, he’ll never sell you.
His insincerity will come through every time in a sale.
It is easy with Napp to show sincerity because people really need this service, and it has a
great value. Keep in mind when you walk in the door to meet a prospect, that you are
bringing them a product they not only want, but one also, which they absolutely need.
If your prospect has a family of four and anyone in that household, gets sick or injured in
any way, it will cost them a great deal of money. Napp is a great solution, it can possibly
solve the entire problem, or if not, it can certainly help to dramatically ease the blow.
Be sold on your product before you sell anyone else. For example, let’s say you want to
buy a car and decide on Honda. You walk in the door to the showroom and the
salesperson sitting down to sell you has a Mercedes sitting right outside. Well, obviously
he doesn’t really believe in Honda. You may be correct in assuming his belief is,
“I don’t drive one myself, but it’s good enough for you though”. You would feel a lot
better if he owned a Honda, he believed in Honda and you saw his family driving Honda
too. You have to be sold on your own product.
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Enthusiasm is 50% of your sale. You can tell when someone loves the product they’re
selling. They really believe in it and it comes out always, in what they say. I’ve talked
about believing in your product and believing in yourself. All of this helps in building
your enthusiasm. You may not even know what someone is selling or even what they’re
talking about but you can bet if they’re excited about it, you’ll become excited about it
also.
You need to have enthusiasm. If you hear, “Well it really is a good product and it really
will help your family”, that is not going to do much for you. However, if you hear the
following you will be affected quite differently. “You know what, this is a great product
and it has helped so many families. I can’t wait to get up each morning to tell people
about this because there are so many people I can help. I love this thing, you know it has
an accident benefit. I know a guy whose kid broke his arm two days after he became a
member and he could barely pay to sign up, but you know what, he covered his kid, who
incurred $1500 in emergency fees. He was so thrilled, he couldn’t thank me enough. He
told everybody about it. I feel good every time I hear a story like that”.
If you have that enthusiasm, it’s contagious. You absolutely have to enter a sale with
enthusiasm and believe in your product. You’ve got to have it, you’ll really increase your
selling ratio.
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It is important that you work to get testimonials after you have made a sale and the
customer has experienced the product. If you’re just starting out, it doesn’t even have to
be a testimonial of someone you personally sold. Use testimonials acquired by other
people who are already working in the company. Get letters, get copies of letters, show
them to people, believe me; it will help sell your product.
Just look at the television, you’ll see entire infomercials full of testimonials. People like
to see other people who believe in a product, people who are like them. They are looking
for themselves in these testimonies. So do put some testimonials together, maybe 5 or
10, and show them to every prospect you sit down with. If they’re your letters, share the
experience, or if they belong to someone else, find out what the story is behind them, tell
that too. The more you sell, the more testimonials you’ll have in your arsenal.
Sometimes you may have to write the testimonial letter for the person because they may
not have time to do it themselves. Just ask them, “I know you’re busy. Would it be okay
if I wrote a letter and you take a look at it, making any changes you like and then approve
and sign it? That would be great.” This is a great way to get testimonial letters.
What I like for people to do, which really helps with improving their self-image and
helping them close more sales, is to understand that you are not selling just a product.
When you’re selling Napp you’re selling something that will allow your prospect to
create a positive change in their life.
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I can’t emphasize enough the need for preparation. In regard to this, visualization is such
an important tool to use. Seeing success and knowing it will happen allows you to make
something work. It is important that you visualize seeing yourself closing every sale
you’re working on, whether you’re selling a membership or signing up a representative.
Take the time to visualize going through your entire presentation. You need to see
yourself having success with that person before you ever talk with them, right down to
seeing the prospect signing and giving you their check. See everything being completed,
and see everything as having a positive outcome. See it, know it, and feel it. It will
happen. Do this each and every time you sell. It will make you feel great, increase your
confidence and ensure you close more deals than you ever have before.
When you are visualizing it is important to create great detail. The detail in which you
see your success will allow the picture to become real for you. If your picture is too
vague and you just see yourself casually going through the process, your pictures won’t
be clear. The pictures do not become real to your sub-conscious. In order for your
success to be real in your sub-conscious mind, your pictures have to be very detailed.
Think about the times you were successful doing something you may never have been
successful at doing before. The moment you knew it was going to happen, the moment
you felt that, and saw it, guess what, it happened.
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The more detail you put into your pictures, the easier it is to visualize your success and
the easier it to will be, to close your sale. The feeling you get, knowing you’re going to
close the deal will make it happen.
A quick example. Think about driving in a brand new Mercedes. Now there is very little
detail in this picture. So let’s make some. Imagine driving in a brand new, shiny black
Mercedes. This car has a black leather interior, thick carpet on the floors, tinted
windows, wood on the steering wheel. The dash is lit up, you can see all the gages and
you can hear the engine humming. You can see yourself driving down the street that you
live on, pulling into your driveway, or into your parking spot. You can see the sun
glistening off the top of that car, you can see your hand on the wheel and feel the seat.
You know how leather feels, you can smell it. Now, you are beginning to create a more
detailed picture. You should always strive to see any Napp sale you make in as detailed a
picture.
When I told you about the car in the first instance, you went “Ah, maybe”, but after we
give the picture more detail, the difference you’ve created helps you to focus and achieve
more. You want to do the same thing with a Napp sale. See your prospect sitting in front
of you, see yourself making the presentation, see each part of it, the accident benefit, the
air ambulance, the dental, the medical, chiropractic, the vision.
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You want to go over each and every part. See the presentation being done.
Then you want to see yourself asking for the person to become a member or to sign on as
a QIMR. You want to see them saying “Yes.” See the paperwork being signed, see
yourself receiving the check and then see yourself walking out the door.
You want to see all of this.
Practice your sales presentation. Now what I mean by this, is to literally sit down with
someone and practice selling. Once you gain confidence, then go out and do the real
thing. Selling is a science. If you are just starting to sell Napp you have to understand
something, it will take you time to find out what works and what doesn’t work. Once you
identify what works for you and what kind of prospect you’re dealing with, then the sales
become easy. You will talk to many people about this business and you will quickly
begin to narrow down what really works for you.
You do learn more about developing the science of your own sale. Once you have gone
through the sale with so many people, it becomes easier for you to sit down and close
each new prospect. When you know what you need to do, you have all your materials
together, you know what you need to wear, you know what kind of questions may be
asked and you learn what kind of people ask certain questions, things get easier. As you
sell more, you become more proficient and professional in doing so.
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It is always necessary to make your prospects feel important. They need to feel that you
are interested in what they’re doing. Let them know that you care about their life. Talk
with them about their life, talk with them about their family, and listen. Really listen to
them. You’ll close more sales than you could ever have imagined and you’ll also gain in
the extra benefits of having, and developing loyal customers. Who knows, maybe you’ll
even make a new friend or two?
I would like now to talk about listening skills. It is important that you listen. To help get
a person to the point where they can make an informed decision, you need to spend 80%
of your time listening.
If you work on the principal of 80/20, 80% listening and 20% talking you will get more
sales. Ask key questions. Your key questions are designed to get your prospect to talk
with you. Know the questions to ask. Ask about the prospects’ family and what their
needs are? Find out what they think Napp can do for them?
It is necessary that you understand people don’t buy a product or service, they buy the
benefits the product or service provides. With Napp, your prospects are not buying
medical discounts, what they are buying is the money it will save them. They’re not
buying accidental injury, what they’re buying is protection for their family.
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People want to know what Napp will do for them. Prescription drugs can cost hundreds
of dollars. People are not buying a prescription card, they’re buying the benefits of
having that prescription card, knowing they can save money when they walk in the door.
It is important for your prospect to know they can now buy drugs that possibly they
couldn’t afford before or in the very least, they can drastically reduce the purchase cost of
these drugs. Maybe now they can even get the name brand drug instead of the generic
one.
What does having Napp mean to your prospect? Just knowing if their child falls and they
can run to the emergency room and have some kind of coverage, is a big deal. Knowing
with only a $100 co-pay you’re covered up to $2000 in the event of an accident provides
comfort. When you’re running to the emergency room wondering how much it’s going to
cost, “maybe the bill could be in the thousands of dollars and I don’t have any insurance”,
is a terrible feeling.
You want to focus on the benefits of having this membership. Remember if you ask the
questions, your prospect will tell you the benefits they’re looking for. Only at that point
do you begin to talk. You begin to go over what I call WIFM. “What’s in it for me.”
The radio station most of us listen too. The moment they know, what’s in it for them, that
your service is more valuable than their dollars, is the moment they say “yes” and sign on
the dotted line.
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Something all salespeople are interested in learning more about is how to get to the close.
Again when you’re sitting down with a prospect you’ll have your grooming together,
you’ll be confident and enthusiastic and have all the right things in place. Talk with
them, get them to talk, listen to them 80% of the time and talk only 20% of the time.
Now, all this will help get a person to buy your product. However, you need to add to
your repertoire, the “asking for the money” skill, otherwise you’ll never close anybody.
Ask your prospect to sign up. Ask them to do it. The way I suggest you do this is to
assume the close. After the presentation is complete, simply slide the contracts in front of
them and say, “this is how you start.” Have them begin to fill out their details and get
their check ready. Let them know they’ve just signed up.
Asking for money and assuming the close is one of the toughest things for salespeople to
do. You want to start your assumption of the close at the very beginning of the
presentation and continue on the idea that you will close the person throughout your
entire presentation.
When I say assume the close from the beginning, what I mean, is to start to make
statements that assume the person is going to buy. For example you can say, “you’ll see
just how good Napp is when you first use it. With your first visit you’ll find out how
great the discounts actually are”, or “When you go for your next dental exam you’ll be
pleasantly surprised with your discount.”
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There are also other ways to help you close the sale and get the money. You can ask,
“Is it better for you to be billed at the beginning or end of the month, on the first or the
30th. How about, “Do you want to handle this by credit card or by check”? With this
question, you’re not giving your prospect a chance to say, “I don’t want it”. In fact,
you’re making your close easier because you’re asking your prospect instead, when they
will commit to payment.
If you continue to get your prospect to agree with you and they keep making choices that
will lead them to the final purchase, it will help make your close infinitely easier.
They will become accustomed to telling you “Yes” ” or, “I like that” throughout the
presentation. They may ask you, “How long will my children be covered”? or
“What age will it cover them up until”? You can reply, “Your kids will be covered up to
age 25. How old is your child?” And they’ll tell you. You will say, “Oh well, he’s going
to be covered with you for many years. If he’s 15 now, you’ll have 10 more years and
he’ll be covered as long as he’s in school”.
You want to talk with your prospects as if they’re already members. It is very much like
a person buying a car. Once the salesperson sits them in the drivers’ seat and they feel the
wheel in their hands, they feel the seat; it’s their car. A good salesperson will say, “Where
do you drive too? Do you drive to work every day or are you in school? Well this is it.
This is your car. Will it be okay to park it where you normally park? It won’t get
scratched will it”?
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You see the salesperson is putting his prospect in the driving seat, he’s making them own
it, at that moment. You want to do the same thing with your Napp prospects. Have
people own their membership. Throughout your presentation while you’re assuming the
close, constantly have them own it. Tell them, “As a member of Napp you’re going to get
these benefits. This is yours”. When you talk with prospects always give examples. You
can say, “Where do you normally buy your prescription drugs”? When they answer, tell
them, “Now, when you walk in and hand them your Napp card, you’ll get this discount”.
Have them own the product.
You will, encounter objections on occasion. You may only encounter one or you may
encounter multiple objections, depending on how well you did your presentation and the
person you’re selling too. Objections to me are a sign of interest on the behalf of your
prospect.
If your prospect objects to the cost, or the lack of something in a product, it means they
have a true interest. At this point you need to really listen to find out exactly where it is
they are going. What’s their real objection? I want to give you a couple of examples.
You might get an objection where your prospect will say, “Well, it just doesn’t seem like
this has that great a value”. Really, I would say they’re challenging you to prove that
your product provides an excellent value for their money.
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Another type of objection you may get is, “I don’t think the product is right for me, it
doesn’t seem to be quite enough coverage.” I think again, your prospect wants you to
prove that Napp really does fit their lifestyle and that it will be useful to them.
Another objection you may get, “I’ve never heard of the company?” To me, that means
your prospect really wants to buy but they want to know the company is reliable and they
can trust in it. A frequent objection you may hear is, “It’s just too expensive”. With our
product, that’s really quite ridiculous but again, I believe your prospect’s underlying
request here is, they want to be convinced that Napp is really something they will need.
If you don’t convince them, they won’t buy.
Another type of objection you may encounter is your prospect wants to ‘shop around to
see what else is out there’. This is very simple to refute. Now, you’ve told them
everything you can about the product and they say, “Well okay that’s great but I’d still
like to shop around”. At that point you haven’t sold them, just yet. Keep selling them.
Your job is to convince them to buy now otherwise they’ll walk.
Get to know your competition, it is a great way to overcome the objections of prospects’
wanting to ‘shop around’. Find out who your competition is. Check with ‘The Better
Business Bureau’ to see if there are any complaints against them. Take those complaints
with you and hand them to your prospect to read. Tell them, “Hey listen, I know you
want to shop around. I keep abreast of our competition. Here is some information I have
gathered on some of our biggest competitors”.
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You really do want to be aware of who’s out there, what they have and what the value of
their product is, so you can address the ‘shopping around’ objection, there and then.
You’ll be surprised at what handing a package of information to your prospect can do.
When you hand the information to your prospect, take a trip to the bathroom and come
back. Take a look at the difference in how their face looks.
Now, your prospect may or may not know what other competition is out there but if
they’re truly shopping, and that is truly their objection, you’re going to see quite a
difference in them, simply by handing them researched information.
You can, handle and overcome the objection of your prospect ‘wanting to shop around’.
The idea is for you to get them to know the value they’ll for their money. So don’t allow
it to affect you in closing the sale. No other competition can touch Napp; they offer the
best product in the right price range.
The moment your prospect should get the most excited about your product is at the end of
you giving a full presentation. When you’ve given a great presentation and there are still
a number of objections that have been raised, the thing to do next is to address these very
clearly. Provide answers for your prospect. However, also be aware of something else.
Frequently people will object to things but a lot of the time they’re covering something
up.
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Sometimes your prospect won’t buy something from you simply because they don’t have
money to pay right now. This is very common but you’ll find most people won’t tell you
that. Now, if you can uncover what the real objection is, and sometimes it’s difficult, then
you can address it directly.
Your prospect may not have the money today and they’re afraid to say so. If that be the
case, there are a number of things you can do, if you find out that it’s truly the reason.
You can get a postdated check or you can offer, “Don’t worry, we won’t cash your check
until the date you give us”. You can mention they can pay on their credit card and they
won’t have to foot any bills until next month.
You can also offer your prospect an alternative plan. Napp has plans ranging from
$12.95 to $34.95. Use this as your last alternative if they simply cannot afford to
purchase the regular plan at $34.95.
There are a number of things you can do if you know what the real objection is.
Your prospect may want to buy from someone else they know who sells the product.
As I’ve said, you need to uncover what the real objection is, to cut down on your time
and to be able to address the real problem.
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How do you know when a person is covering up a real objection? One of things you’ll
find that will frequently happen is a prospect will have an objection in one area. For
instance they may say, “Well I don’t have enough money”. Then they jump to something
totally different, such as, “Well, I don’t think there will be enough dentists in my area”, or
“I want to use my own dentist”. Then they may jump to something like, “Well I’d like to
know which hospitals are covered?” You get the idea. Your clue is generally all their
objections are unrelated.
Your prospect may still be unresponsive after you’ve gone through a number of
objections. Question them further or you can simply say, “Deep down inside I just feel
there is something else you’re not sharing with me, that might be holding you back?
What is it”? They’ll probably respond, “No, it really is nothing”. You can say,
“Come on really, is that all it is?” A lot of times your prospect will pop out and say,
“Well to tell you the truth, it really is …”
You want to know that you’re really addressing the true objection a person may have
because at that point, you can start to solve the problem and get to the close. Another
way of determining the fact that a prospect may be covering something up is they’ll come
up with an objection which you can give a solid answer to. They really can’t dispute it
but they nevertheless, come up with something else. Back to back to back to back.
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One of the most common objections you will handle is price. Now, I’m not talking about
the prospect that doesn’t have the money to pay today but instead, I am addressing more
perhaps, prospects’ overall belief of, “I just can’t afford to add this to my bills”.
A good way to break down whether your prospect can afford Napp is to figure out how
much it will cost them on a daily basis.
In addition to calculating how much it will cost your prospect to have Napp per day,
ask how many people they have in their family? Let’s say you’re dealing with 4 people
in the family. Their cost will be $34.95 per month. At $34.95 per month, you’re looking
at $1.16 per day for the membership. You can break this down further to .29c a day,
per person when you have 4 members in the family.
You can say to your prospect, “You mean to tell me the 4 members of your family are not
worth .29c a piece?” Or better yet, “I understand it’s tight but you’re only paying .29c a
day for each family member. Surely you can you afford that? Just think only .29c per
family member, per day, and that’s it. Your family will now have coverage”.
Now you have a new customer, you were able to close them, they’re happy with their
purchase and everything has gone well, just as you saw it in your mind’s eye. There is
however, one other step you need to take. Sometimes people make a purchase and they
get what we call, ‘buyers’ remorse’. Usually this occurs the day after a purchase is made
and they begin to think, “I don’t know, maybe something is wrong with this, I could have
a problem at a doctors’ office or with any part of the program”.
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In our business we’re paid years and years on our people’s membership. In order to
prevent cancellations, and in our business that can happen, you as their salesperson, need
to let your customer know that you’re there for them. If they experience any problems
whatsoever with the company, they need to know you’re the person they have to contact.
Let your customer know that along with buying their membership to Napp, they’ve also
bought you. If they experience a problem and cannot get satisfaction from somebody at
the company, assure them they may call you. Act on their behalf and sort the matter out
in a timely fashion. I would suggest you do this with each and every member you sign
up. This will ensure that very few cancellations actually occur.
After your customer has been signed on with Napp for a year it is unlikely they will
cancel, as generally they will have had an opportunity to use their membership. When
you sell a new customer, wait one day and call them. Also write a little note and mail it
to them, it should get there two days’ later. Thank them personally and also tell your
customer they’ve made a great decision in protecting their family.
You really want to reinforce this message. It will do two things for you. By taking the
time to make a phone call and by taking the time to send a letter, people don’t feel you’re
there to get their money and run. They know you’re there for them and it makes them
feel comfortable about their purchase. So when their friends say, “ I know this is cheaper
some place else”, they’re going to think, “You know what, I bought this from so and so
and I really trust them. I’m not just switching, I feel comfortable.
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You want to create loyalty and cement that message in your customer’s mind. In
addition, it will also give you the opportunity to head of any major problems, which
could make a person quit their membership. Usually if there is any problem with the
Napp program it will be within the first few months. There may be some mistake about
how the program is being used or it could be that a doctor said something wrong.
You have to realize that frequently our members will walk into a doctor’s office and the
doctor won’t even know he is part of Napp’s network. It is very possible they’ve never
dealt with a Napp member as we have such a huge network. Often the doctor’s office
won’t know how Napp is aligned with them until they call the company to verify the
benefits.
That is something else you want to do. You want to let your members know that they
have to walk into the office and have the office first verify the benefits. All of this will
help you to eliminate problems in the sale, but after, should they occur, letting your
customer know you’re there for them, gives you the chance to salvage that person and
their membership. It is very important you provide education and information for your
customer.
Some of the more successful companies I know of even go so far as to have the president
of the company call to thank the customer, if the salesperson sells a large ticket item.
It will only be a 30-second call but those people will probably be loyal to that company
for life and to you as well.
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This whole series of steps which you can take during the sale, are very important in
getting a prospect to the point where they will say ‘yes’ and also to the point, where
they’ll want to stay with you. Remember, with Napp, you’re going to get paid on the
same member for years and years. You need to make a solid membership sale that will
stick with you for the long term.
These steps that have been presented to you will help ensure you do a better job in each
sale. I want to thank you for purchasing this material and wish you all the luck in your
Napp business.
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For information relating to this product and additional information on other available products please contact Dwight James at the following address.
The Zeal Group4212 E. Los Angeles Ave. Ste 3161 Simi Valley CA 93065Email: [email protected]
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