1. 1a) Find the Right Person
1.1. NOT the GK
1.2. Confirm the right contact information & best times to reach them
1.3. If a NAME is available in the Lead: "I was looking to speak with (name)."
1.4. Unknown DM (NO Name)
1.4.1. If no NAME available in the Lead "I was looking for the person who handles customer FEEDBACK after a job/service is completed? Would that be you? Great... are you also the owner?
1.4.2. If no NAME available in the Lead "Quick question: Who is the person in charge of your customer feedback" OR "Who handles customer feedback after a job/service is completed?" OR "I was looking for ....."
2. 2) Discuss the Pain Points
2.1. "So Let me Ask you a Question..."
2.2. Ask Open-Ended Questions
2.2.1. "How much are you currently spending on marketing to gain and retain customers?
2.2.2. Would more reviews be beneficial to your business?
2.2.3. So tell me, are reviews important to you?
2.2.4. Interesting... how's that going?
2.3. "So why do you think it's so hard to get more positive (good) reviews?"
2.4. SO how well does the number of reviews on google or yelp reflect the number of customers you have?
3. 3) Pitch Broadly
3.1. "I completely agree..."
3.2. "Well, what we have found is that customers don't write reviews for reasons such as not wanting to spend the time to find where to post it, not wanting to log into google or yelp in order to leave a comment, or because of bad service...the latter of which I don't believe is your problem. Basically, it's time or inconvenience that deters customers from making you a 5-star business.
3.2.1. That's actually the reason for my call. (Say their NAME), What I do with Broadly is help (name their type of business) businesses like yours get 5-star ratings by implementing tools that allow you to have real-time communication and feedback with your customers with ease. We do all the work behind the scenes so you don't have to and the coolest part is that we've made it so easy for your customers to leave reviews bc our software can detect where your customers are most likely logged in ... and what i mean is ... whether or not they are logged into yelp or google.
3.3. "Let me tell me you a bit about what we do here at Broadly... we Know that your best customers are those who come back repeatedly AND who get you referrals who become new customers! Right!? More repeat, paying customers is what everybody wants.
3.3.1. And this is important because consumers rely on the reviews they read on Google and Yelp to choose who they want to do business with....
3.3.1.1. Broadly helps small business that provide excellent service to follow up with their customers. Part of the followup includes a really easy thumbs up or thumbs down icon that they can choose and then those + reviews are prompted to leave a review that posts directly on Google or Yelp depending upon where that customer is already and most frequently logged in.... remember that time and inconvenience factor... Our tool eliminates that which means more positive reviews to reflect the amazing work that you (and your team) are providing day in and day out.
3.3.1.1.1. Like how awesome is that?
3.4. "Great... we work with companies just like yours to solve those exact problems."
4. 4a) Invite the Client to a Demo
4.1. "Exactly!" OR "I mean honestly PAUSE who DOESN'T want more positive customer reviews?!?" Ok, one last question.
4.2. "Would you happen to be in front of a computer right now? Because if you have 15 minutes then I'd love for you to have the chance to see how powerful these tools can be for your business
4.2.1. If YES, Proceed to demo on the Fly!!! "Oh Perfect, what is your email and I'll see you a link so you can see MY screen and follow along throughout the demo? OR if you can just type this into your browser (not the search box but at the top where you see the website address!"
4.2.2. If no, schedule the demo. "Ok I totally understand, well what is your schedule like later today or tomorrow?"
4.2.2.1. Great/Ok! ... verify the time and date.
5. 1b) Build Rapport
5.1. "How long have you been in business?"
5.2. Be sure to CALL OUT A SPECIFIC Review!
5.3. "How are you getting customers now?"
5.4. "Let me ask you a question: after a customer receives one of your services-- What are you currently doing to follow up with customers and get feedback "
5.4.1. If no strategy in place...
5.5. How do Customers find you!?!?!
6. 4b) DEMO on the Fly
6.1. "Great, I’ve just sent you an email that has a link in the body of the email. If you can open that email and click that link it will allow me to share my screen with you. 2. Use Slack and raise your hand for help!!! 3. Do NOT hang up!!! 4. Worst case scenario, get the credit card and call back to process it later.
7. 5) "Write the Call NOTES!!" (this is done After the Demo is complete but you can always update the SalesLOFT/SFDC accounts) and Make them good!!
8. 1a) Find the Right Person
8.1. If necessary, Update that Contact info in SalesLOFT!
8.2. If Moving forward --> LOG and Complete in SalesLOFT
8.3. If Calling back --> LOG Only in SalesLOFT
9. 4a) Invite the Client to a Demo: --> OPEN salesFORCE!
9.1. Convert Lead in SalesFORCE (makes an Account, Contact and Opportunity)
9.2. Schedule Demo in SalesFORCE under Opportunities (Create New --> Choose Date/Time --> Save)
9.3. Make the Calendar Invite!!
9.3.1. Go to GCal to Create an Event called "Customer Reviews Consultation for (customer name)" - schedule it for 30 mins - add description (blurb from the Prospect Facing Collateral) and add client email