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Re-working my phone script

by jamesfreddyc
16 replies
Product: SaaS / Monthly Subscription for sending SMS/Text Message Appointment Reminders

Target Customer: Hair Salons and Individual Hair Stylists

Call Goal: No Selling. Simply set an appointment to attend a product demo on GoToMeeting. Either on our recurring demo/sessions or as individual scheduled event.

Script (10/17/2013):
<Answers>
Upper Cuts Salon, this is Janet. How can I help you?

<I say>
Hi Janet, this is James. How are you?

I found your salon listed on YellowPages online directory. I was looking at your website for booking and scheduling and didn't notice that capability.

<They say>
That is correct we just take your appointment over the phone.

<I say>
Can you at least send me an appointment reminder if I were to book an appointment with you / your salon?

(Most of them do not offer this. Like 100% of my cold calls has this answer/response).

Here is where I think I need to modify or come up with a different tact. From this point on is where I can continue to question, which tends to put them into suspicious mode, or just go ahead and extend them an invitation to join a webinar.
<I say>
I am the technical lead at <my SaaS> and I would like to extend an invitation to you and the stylists in your salon to join me in a GoToMeeting/Webinar this Tuesday at 6pm. I will demonstrate how some of our customers, hair stylists like you, are using <my SaaS> to send out appointment reminders to their clients.

The session typically lasts about 10 minutes, is a live interactive session where you will be able to see my computer screen and ask questions.

There are 10 openings for Tuesday's session and can get you the link to join via email.

From here I don't really ask anything and just wait for a reply/response. Often if I ask "would you like to join?" it invokes a negative response and by just stating that I have 10 openings it makes them consider yes/no with a bit more thought.

This is where I am at and hope to re-work things over the next few days/weeks.
#phone #reworking #script
  • Profile picture of the author nerfsmurf
    We seem to be promoting similar services to the same niche. While a webinar might be a good idea and saves you a bit of legwork and gas, personally after I try to establish interest, I plan on using the line, "I'll be in your area around [day], would you mind if I 'drop by' for 7 minutes to... [blah]" and personally show them my service and how it works within a 7 minute time frame. This way, even though you're spending gas and time, you will have their full attention.

    Setting up a webinar creates a bit more "exit lanes" for them to take weather its on purpose or not. For example, they may 'forget', have internet issues, loose your email, watch the webinar and get distracted by something random, etc. On the flip side, if they agree to let you drop in, there's no exit they can take between them agreeing and viewing your presentation. Unless they leave work (cold hearted people) or have an influx of customers during your meeting time (should try to meet on dead days).

    Then again, if you get many people to agree to see your webinar, then maybe you'll do good due to sheer numbers.

    Oh, that longer quote was taken from an Allan Pease recording. Good stuff for setting appointments.

    Any reason your targeting the individual hairstylists instead of the salon owner?
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    • Profile picture of the author jamesfreddyc
      Thanks for the reply!

      So are you popping in to your prospects' location with a tablet/ipad? How are you demonstrating your web-based software?

      Edit: We have price-points for both enterprise (the salon and salon owner) as well as subscription offerings that meet the needs of individual stylists that they can certainly afford.
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      • Profile picture of the author jamesfreddyc
        Also: you made a great point and give a great idea nerf...

        It ties back into Jason's info on selling to trades people: they have typical busy times. You mentioned asking about their "dead times" --- this could be another point in the conversation to ask about the parts of their day that tend to be slow for them.

        I'd assume that Saturday (all day probably) is mostly out of the question as they will be booked solid for most of the day. And I think this might be a good point build upon:

        "I know you are likely really booked on Saturdays. What is your typical slow/down portion of the week for you? Day/Time?"

        Something to that affect.
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  • Profile picture of the author misterme
    Originally Posted by jamesfreddyc View Post

    From this point on is where I can continue to question, which tends to put them into suspicious mode
    I think you need to identify up front who you are because once people start to suspect you're not really a customer you've given them reason to not trust you about anything else. Not the best way to start off things.

    Originally Posted by jamesfreddyc View Post

    From here I don't really ask anything and just wait for a reply/response. Often if I ask "would you like to join?" it invokes a negative response and by just stating that I have 10 openings it makes them consider yes/no with a bit more thought.
    A yes/no question is easy to answer because it's automatic. The answer's no.

    The reason they pause when you tell them there's 10 spots left isn't because that makes them consider it. They're figuring out whether it's worth it or not and if they want to get involved.

    I was going to say why must it be a webinar if you can show them personally but nerfsmurf made the point quite well.
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    • Profile picture of the author jamesfreddyc
      Originally Posted by misterme View Post

      I think you need to identify up front who you are because once people start to suspect you're not really a customer you've given them reason to not trust you about anything else. Not the best way to start off things.
      True. I do get it in there after the initial greeting and first question, but I see your point. I will switch it up a bit from time to time to see if it makes any difference.

      Originally Posted by misterme View Post

      A yes/no question is easy to answer because it's automatic. The answer's no.

      The reason they pause when you tell them there's 10 spots left isn't because that makes them consider it. They're figuring out whether it's worth it or not and if they want to get involved.
      So are you validating my approach? I can't really tell from your comment!!!

      Originally Posted by misterme View Post

      I was going to say why must it be a webinar if you can show them personally but nerfsmurf made the point quite well.
      Well mostly because I am in Florida and calling prospects in California, so I can't really just pop in ---- I assumed that the "offline forum section" was also about telesales too.

      But still, do you bring a tablet or ipad with you when you visit personally? How else do you demo your SaaS to them?
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      • Profile picture of the author misterme
        Originally Posted by misterme
        A yes/no question is easy to answer because it's automatic. The answer's no.

        The reason they pause when you tell them there's 10 spots left isn't because that makes them consider it. They're figuring out whether it's worth it or not and if they want to get involved.

        Originally Posted by jamesfreddyc View Post

        So are you validating my approach? I can't really tell from your comment!!!
        No, I'm shedding light on their probable thought process. This may help because, for example, if you're crediting asking the "10 spots" question with making them pause to consider it, thinking that it works because of urgency, when in fact what they're actually thinking may be things more like "is this webinar going to be worth my time? Does this guy sound credible? Am I available for that webinar?" - then you may want to beef up some of these points in your pitch before you get to asking the prospect to the webinar so that it becomes more likely they'll see it as a no brainer.

        BTW, editing your first post with the script is unhelpful to others who may come along and read the thread because by editing that script in the first post you've made all comments up to now based on that first script irrelevant and so it won't make sense to readers. If you make changes to the script post them in sequence in the thread so that others can see the edits in progression. Then people may be able to assess your situation better and help.
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        • Profile picture of the author jamesfreddyc
          Originally Posted by misterme View Post

          Originally Posted by misterme
          A yes/no question is easy to answer because it's automatic. The answer's no.

          The reason they pause when you tell them there's 10 spots left isn't because that makes them consider it. They're figuring out whether it's worth it or not and if they want to get involved.



          No, I'm shedding light on their probable thought process. This may help because, for example, if you're crediting asking the "10 spots" question with making them pause to consider it, thinking that it works because of urgency, when in fact what they're actually thinking may be things more like "is this webinar going to be worth my time? Does this guy sound credible? Am I available for that webinar?" - then you may want to beef up some of these points in your pitch before you get to asking the prospect to the webinar so that it becomes more likely they'll see it as a no brainer.

          BTW, editing your first post with the script is unhelpful to others who may come along and read the thread because by editing that script in the first post you've made all comments up to now based on that first script irrelevant and so it won't make sense to readers. If you make changes to the script post them in sequence in the thread so that others can see the edits in progression. Then people may be able to assess your situation better and help.
          Understood.

          Also I don't think I made any edits to the script in the OP. I may have made a correction /change immediately after posting but I dont think I have modified anything since then!

          Thanks again for your comments,
          james
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  • Profile picture of the author nerfsmurf
    jamesfreddyc, I am still getting all my material together. People say to just "Do it" but I like to have some structure to my work. Last things i need to do is pay for the first month of SMS (plan on giving new clients a free month) and print business cards. Then I'll have to complete some stressful school assignments/presentations during the next 2 weeks. Then I'll have time to slack off a bit in school and hit these businesses.

    But after I qualify a lead, I'll head to their location and quickly explain to them how they can market directly to their members relatively easy (SMS), have THEM calculate some numbers, then have them take out their phones and demonstrate how easy it is for their customers to subscribe and benefit.

    No tablet, I had one and wanted to show them a video, but... I broke the LCD trying to replace the broken digitizer. Everything to demonstrate my SMS service, the client would already have; A cell phone.

    I'm thinking of offering appointment reminders and other simple goodies in a larger, tiny bit more expensive package.
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    • Profile picture of the author jamesfreddyc
      Originally Posted by nerfsmurf View Post

      jamesfreddyc, I am still getting all my material together. People say to just "Do it" but I like to have some structure to my work. Last things i need to do is pay for the first month of SMS (plan on giving new clients a free month) and print business cards. Then I'll have to complete some stressful school assignments/presentations during the next 2 weeks. Then I'll have time to slack off a bit in school and hit these businesses.

      But after I qualify a lead, I'll head to their location and quickly explain to them how they can market directly to their members relatively easy (SMS), have THEM calculate some numbers, then have them take out their phones and demonstrate how easy it is for their customers to subscribe and benefit.

      No tablet, I had one and wanted to show them a video, but... I broke the LCD trying to replace the broken digitizer. Everything to demonstrate my SMS service, the client would already have; A cell phone.

      I'm thinking of offering appointment reminders and other simple goodies in a larger, tiny bit more expensive package.
      Oh I see --- your offering isn't a SaaS, it's a mobile app?

      We are actually a full site, but it can be run on a smartphone as it is a lightweight site with a very light footprint and center aligned (it runs good on a mobile device but zooming might be necessary for some users).

      With that said, we looked at other services and decided to focus on the appointment reminder component and going in the opposite direction you are taking --- by removing all of that other "SMS marketing" functionality we have a really streamlined SaaS that can be offered at a really good entry price. Perfect for contract-based stylists that normally just rent a chair or station from a salon who doesn't have to rely on the salon's IT systems and software to be able to send out reminders to their clients.
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  • Profile picture of the author Samuel Adams
    Very innovative technique to offer a webinar to your potential customers. But wouldn't mailing a flyer or postcard soften up the prospect?
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    • Profile picture of the author jamesfreddyc
      Originally Posted by Samuel Adams View Post

      Very innovative technique to offer a webinar to your potential customers. But wouldn't mailing a flyer or postcard soften up the prospect?
      Perhaps. Just going off of my own experience, I'd think the flyer is just getting chucked into the trash. Cost is much higher too --- that phone call is just eating up minutes on my plan (unlimited long distance in CONUS).

      Pretty much I came to this forum due to Jason Kanigan's videos on phone prospecting, so that is the context I am working and building that skillset from. You are probably correct that it would soften some prospects, but I am interested in calling them up right away.

      The technique isn't really cold calling I think --- it's more intel-first-calling. Just a quick look on YP.com to see what they have. I could even extend this to include:
      "I see you have a discount offer of a free cut with every 3 referrals a client brings. Great! The stylists that I have worked with have revved-up that referral business and reduced their no-shows by 40%. All by simply delivering a text message reminder prior to the client's appointment".
      I think that is probably more for the 30 second commercial though, maybe could be fit into an intro call? Not sure.
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  • Profile picture of the author jamesfreddyc
    After watching Jason's "How to start your cold call" video, I intend to implement this into my calling next week. I think it is a good fit for my niche in that because I am targeting both salon's and individual stylists' (and no real gatekeepers essentially), they will typically have someone in the chair. The "is this a bad time" is appropriate in this scenario and will really help to filter out and move through calls.

    ...I just have to keep telling myself that all I am doing is sorting! Very tough to do if you are the selling a product that YOU have created from scratch and is easy to get dinged by the rejection!
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  • Profile picture of the author internetmarketer1
    Like I always say, the key is changing it up until you find the right script that fits generally into all businesses. There are so many different businesses who tend to like one script, but then a different niche may need a different approach.
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  • Profile picture of the author Matthew North
    Originally Posted by jamesfreddyc View Post

    Product: SaaS / Monthly Subscription for sending SMS/Text Message Appointment Reminders

    Target Customer: Hair Salons and Individual Hair Stylists

    Call Goal: No Selling. Simply set an appointment to attend a product demo on GoToMeeting. Either on our recurring demo/sessions or as individual scheduled event.

    Script (10/17/2013):
    <Answers>
    Upper Cuts Salon, this is Janet. How can I help you?

    <I say>
    Hi Janet, this is James. How are you?

    I found your salon listed on YellowPages online directory. I was looking at your website for booking and scheduling and didn't notice that capability.

    <They say>
    That is correct we just take your appointment over the phone.

    <I say>
    Can you at least send me an appointment reminder if I were to book an appointment with you / your salon?

    (Most of them do not offer this. Like 100% of my cold calls has this answer/response).

    Here is where I think I need to modify or come up with a different tact. From this point on is where I can continue to question, which tends to put them into suspicious mode, or just go ahead and extend them an invitation to join a webinar.
    <I say>
    I am the technical lead at <my SaaS> and I would like to extend an invitation to you and the stylists in your salon to join me in a GoToMeeting/Webinar this Tuesday at 6pm. I will demonstrate how some of our customers, hair stylists like you, are using <my SaaS> to send out appointment reminders to their clients.

    The session typically lasts about 10 minutes, is a live interactive session where you will be able to see my computer screen and ask questions.

    There are 10 openings for Tuesday's session and can get you the link to join via email.

    From here I don't really ask anything and just wait for a reply/response. Often if I ask "would you like to join?" it invokes a negative response and by just stating that I have 10 openings it makes them consider yes/no with a bit more thought.

    This is where I am at and hope to re-work things over the next few days/weeks.
    You are describing features to someone who probably has no interest or authority to buy from you.

    Make sure you are speaking with a decision maker.
    'Who in your business deals with XXXX? Thank you.'

    And start describing advantages at the start of the call instead of features.
    How does sending appointment reminders help their business? Where is your proof or evidence? Be ready to defend your claims.

    It is true that you are not selling a service at this stage of the relationship but you are still selling an appointment and a sizable lot of that person's time.

    So sell the value of the webinar; what do they get, what do they learn? How will it help their business?

    You really need to dig a lot deeper into your features and advantages and think of your best kept secrets that will be the person curious to learn more.

    Once they are interested you can then link your advantages to tangible net benefits that are specific to the prospect who you are speaking to. You need to demonstrate that it solves a problem.

    If a salon is getting a lot of missed appointments for example this will be losing them revenue. Show how the advantage of getting reminders on their customer's phone will increase revenue as the benefit.
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    • Profile picture of the author jamesfreddyc
      Matthew, I really appreciate your feedback -- it helps!

      Originally Posted by Matthew North View Post

      You are describing features to someone who probably has no interest or authority to buy from you.
      Hmmm... in the OP I am only thing I describe is that I help stylists and salons send appointment reminders as text messages. But I understand what you are saying here and well taken when thinking of new text.

      Make sure you are speaking with a decision maker.
      'Who in your business deals with XXXX? Thank you.'
      This is actually tricky and causes me the most issue. I could be getting a wide range of people that answer:

      • the owner themself could answer and likely working there too
      • another stylist
      • a scheduler/assistant

      The product is targeted for all of them really. The scheduler/assistant would be the only one who would need to pass me off to the decision maker, BUT they would be the one using the product so I can see them being the REAL salesperson here! That is, if they attend the webinar and see the value, they will likely be the best person to sell it to their boss.

      In my experience all 3 have answered when I call, so again this is something that tends to trip me up a bit as it makes it difficult to get started. This is especially true because I'd like to move right into Jason's approach of "Is this a bad time?". That is truly a good question/starter because these are tradespeople and will likely be with a client at time i need their attention.

      And start describing advantages at the start of the call instead of features.
      How does sending appointment reminders help their business? Where is your proof or evidence? Be ready to defend your claims.
      I see your point and is well taken.

      It is true that you are not selling a service at this stage of the relationship but you are still selling an appointment and a sizable lot of that person's time.

      So sell the value of the webinar; what do they get, what do they learn? How will it help their business?

      You really need to dig a lot deeper into your features and advantages and think of your best kept secrets that will be the person curious to learn more.
      More 30 second commercial in there?

      Once they are interested you can then link your advantages to tangible net benefits that are specific to the prospect who you are speaking to. You need to demonstrate that it solves a problem.

      If a salon is getting a lot of missed appointments for example this will be losing them revenue. Show how the advantage of getting reminders on their customer's phone will increase revenue as the benefit.
      Understood. Yes that is the obvious advantage (reduce no-shows), the reminders boost referral business, which is critical in this industry. Customer appreciation and establishing closer connections to them is another.

      Again, thanks!

      Take Care,
      james
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      • Profile picture of the author Matthew North
        Originally Posted by jamesfreddyc View Post


        Hmmm... in the OP I am only thing I describe is that I help stylists and salons send appointment reminders as text messages.
        This is a problem because the person you are speaking to is probably not aware of how that can help their specific situation. This is why you need to ask questions to demonstrate it to them.

        Originally Posted by jamesfreddyc View Post



        This is actually tricky and causes me the most issue. I could be getting a wide range of people that answer:

        • the owner themself could answer and likely working there too
        • another stylist
        • a scheduler/assistant

        The product is targeted for all of them really. The scheduler/assistant would be the only one who would need to pass me off to the decision maker, BUT they would be the one using the product so I can see them being the REAL salesperson here! That is, if they attend the webinar and see the value, they will likely be the best person to sell it to their boss.
        You are thinking about this too much I think.

        So you ask:

        'Can you tell me who deals with XXXX in your company please?'
        'Thank you. And who ELSE would be involved in the decision making process if you were looking at buying/replacing XXXX?'

        A scheduling system may very will benefit the assistant, but the assistant does not have the authority to buy.

        The business owner will also benefit from the scheduling system, and will have budget authority.

        The assistant can't be expected to sell it as well as you can. They can certainly be an influencer in the decision to buy, but ultimately they are the foot soldiers of the business.

        You want to be the person to sell it to their boss. If you can only get one person in the webinar go higher up the totem pole and work your way down later.


        Originally Posted by jamesfreddyc View Post


        Understood. Yes that is the obvious advantage (reduce no-shows), the reminders boost referral business, which is critical in this industry. Customer appreciation and establishing closer connections to them is another.
        This is what you should be talking about in your introduction after being connected with a decision maker.

        Remember people don't actually care who you are, what your product does or how you do it.
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