The Rapport and Agenda is where you start by cracking a joke, or just breaking the ice (in your own personal way)  and then specifically outline to the customer the following three things to establish the purpose of the call. 

where you have been in the sales process 

where you are currently at and the outline of todays call

Next steps to for the to make a decision 

The agenda should only take 1 – 2 minutes as it is just an outline of the call. You do not really go into the details. 

Why do this? 

By doing this, you present yourself as an elite sales leader, and this allows you to take control of the conversation while giving the customer clarity on what needs to happen to finish the sale. 

Once you have confirmed the agenda with the customer, jump right into recapping and CONFIRMING the challenges you heard during your qualifying process. Make sure that you ask the customer to confirm what you are saying is correct to show that you did in fact LISTEN to their challenges. 

Why do this? 

By recapping the problems and challenges, it shows that you were LISTENING to them during the qualifying call. This builds trust and will also set you up to deliver your solutions specifically to solve their problems. 

Now that you have confirmed the challenges that the customer is having with their current telecom’s provider, you can present your valued solutions to specifically match the challenges that they are currently facing. DON’T FORGET to include the transition process, and how each of your solution work… (example, how does the 3 free months work…? Credits… etc). 

Why do this? 

By tailoring your solutions to their problems, again, it shows that you were LISTENING to them. It also shows that you care about their business and are trying to offer them solutions that will support them. This is the key to a customer centric focus. 

Now that you have listened to their problems/challenges with their current provider, and understand what it would take for them to switch to Rogers/Shaw, and presented that solution… this is where you want to ask…

Is there anything else that we missed? Anything that could hold us back from doing business? 

Why do this? 

If you qualified the customer correctly then did steps 2 & 3 correctly, there really should be no objections because you listened to them, asked great questions, and tailored a solution to their needs. That said, if you did miss something, you can address it now, and share the solution before you get to pricing/investment. 

The reason why we do pricing/investment this late in the game, is because you have technically solved all their problems, presented a tailored solution specifically for their business, which means when you finally present the investment/price, they will be ecstatic to say yes, and not balk at pricing because you have helped them.

Why do this? 

When you try to jump straight to the investment/solution without doing the steps in order (qualifying, and steps 1 – 4 in this process), you face several objections and lose control of the entire sales cycle and the customer now drives the bus. This way, you remain in charge. 

Finally, now that you have confirmed your solution, presented the investment and contract details, its time to go for the close. Regardless of the size of the contract, you should always confirm that they are ready to purchase, and then move forward with the process that makes most sense for them based on the size of contract/scenario.  

Depending on contract size, you might be able to close right there on the call, or you may need to set up an extra call for a larger deal that needs to gather some additional information for you to officially close the deal. 

DEFINING THIS IS CRITICAL TO THE SALE… If you cannot get the sale on the call CLEARLY DEFINE NEXT STEPS.

Why do this? 

You are still at the finish line… the fish is in the net, therefore DO NOT let it swim away, keep them close, hydrated, do not let it die…

 It 10x easier to close these types of deals then doing it all over again with a new customer so put extra effort into next steps to close these deals by clearly setting guide lines and next steps to get it done… examples… Be specific with the expiration of the deal, clear with what the customer needs to do, book a calendar appointment with them, etc…. offer additional credits to get it done by “x” date… etc 

Applicable tactics and strategies to enhance your Presentation process: 

Sizzle, Jones Effect, Impulse, Concessions, Deadlines and offer expirations.