Galleria Bella

Sales Training Outline

I. Island & Bridges

Diagram

Breakdown

1. Intro (A)

2. Re-approach (1)

3. Qualification (B)

a. Largest

b. What is a Qualified Prospect?

c. Never make a prospect, your job is to find out if you have one.

d. A Prospect is:

· Ability to pay

· Desire / Need

· Ability to make a decision (all parties present)

· ______________________________________

4. Transition to Viewing Room or Close (2)

a. Should be natural

b. Depending on circumstance there are various choices of transitions:

Courtesy Plea Transition

Assumption Transition

“Objection Override” Transition (then return to Courtesy or Assumption

5. Viewing Room (C)

a. Natural extension of relationship

b. 5 Bullets

c. ____________________

II. Objections

Should be Embraced

Are the Only Way You Know What to Do to Make Sale

Always, Always=

1. Not convinced of Gallery

2. “ “ “ Salesperson

3. “ “ “ Artist

4. “ “ “ Price

5. “ “ “ Timing

Should always be answered

6. I’m glad you brought that up

7. Thank you for bringing that up – all our best clients

8. I agree totally with you & that’s why we always …

Objection Overcoming Answers

9. Q: this is the 1^{st place we’ve been}

A: “I hate hearing that”

A: Sales industry studies

A: Buying lesser art / ours is so special / pre-collector

10. Q: need to think about this

A: “Scales & Measures”

B: See VIII: Brian Tracy’s Article on Closing.

11. Q: need to measure

A: ask questions about space & room

A: get paintings to fit to go

A: guarantee and “Scales & Measures”

12. Q: need to research the artist

A: we are the agent / market maker and all questions & sites come back to us / pre-collector art / no auctions yet / best time to aquire

A: go over guarantee & “valid” appraisal

A: get it in your home, if it’s not perfect you don’t have to do the research, if it is – you have the time

A: don’t fall into the “would’ve/should’ve” crowd

III. Creating Urgency

Key Factor in Closing on Spot

Key Factor in Discounting to Close

Key Factor in Keeping Value Up When Price Goes Down

1. Value Chart

2. See-Saw

a. Clients anxiety level greater for taking money out of pocket than for

missing out on your offer.

b. Sales must reverse this and make clients anxiety greater for missing

Missing out on offer than for taking money out of pocket.

IV. Viewing Room

Get them Involved Immediately

1. Is the painting properly lit?

B. Lighting in 5 Parts:

1. Over-lit

2. Bright Day

3. Late Day / Rain, etc.

4. Moderate Evening

5. Intimate

C. Keep them Involved: Lighting Done In Stages With Comments

1. After lighting (2)

a. Where would this go in your home?

2. L3, L4, L5

a. Is the room open to others?

* Find out the type of room, make this an experience.

3. Go towards guarantee if they are interested in talking, show benefits first with

Price at end.

4. Ask permission for pricing.

5. Override last objection if necessary.

a. Purchase scales:

* Art = Pride of Ownership + “Now” Emotion

D. Little Pad Close

1. Show single or multi

Multi-Purchase

A. Same as others but

1. Round 1

2. Round 2

3. Round 3

B. Then offer pad price on each separate and all together

Ultimate Truths

C. Sales = a Dance

D. He who shoots last bullet first looses

E. Never create a prospect – find out if you have one

F. Never sell on price – close on it

G. Objections are your friend

H. You must keep value up when dropping a price

I. If you stay on the track you get to the station

J. A client expects to be sold – Don’t be afraid to let them understand that you are selling.

K. Don’t do all the work & let another salesman get the benefits.

L. Don’t ever count on a “Be Back” / Don’t fill your head with emotional “bread” which stops your hunger for real food (sales).

M. Sales Funnel

N. Sales = Judo not Karate

O. Every minute spent is closer or further from the sales

P. _______________________________________________________________

Q. _______________________________________________________________

R. _______________________________________________________________

S. _______________________________________________________________

T. _______________________________________________________________

U. _______________________________________________________________

V. _______________________________________________________________

W. _______________________________________________________________

X. _______________________________________________________________

Y. _______________________________________________________________

Z. _______________________________________________________________

AA. _______________________________________________________________

BB. _______________________________________________________________

Specific Situations Answers

*Giving your price in the first few minutes is the lowest % closing rate there is!

A. “Quick price negotiator”

1. Are you asking for 10 – 20% Y/N

2. Back on track – let me make sure this is the right piece for you. You are the type of client that is important to us.

3. “I’m going to have to stop working for the gallery & start working for you” – may I explain?

B. “Our Art Is Special”

Old School 3 Types of Art

Collector (deceased)

Pre-Collector (will be collector when deceased)

Local Art

Today

Reproductive Editions

Asian knock offs

Showroom/furniture store

Decorative

Commercial

POINT – We are pre-collector, biographied.

We are 3 generations of art.

Closing Techniques: The "I Want to Think it Over" Close
By Brian Tracy
Saving the Lost Sale
There is a powerful technique you can learn called the "I Want To Think It Over Close." This is the only way I know to save this kind of lost sale. You know by now that when the customer says, "I want to think it over," he is really saying "good bye." You know from your own experience that customers do not think it over. They do not sit there carefully studying your brochures and price lists with a calculator and a pen.

People Are Often Ready to Buy
On the other hand, as many as 50 percent of the people you speak to are probably ready to buy at this point. They just need a little push. They need some help. A buying decision is traumatic for them. They are tense and uneasy, and afraid of making a mistake. They may be right on the verge of saying "yes" and they need the professional guidance of an excellent salesperson. But if you accept the "I want to think it over" at face value and depart, you will probably never get a chance to see them or to sell to them again.

Be Agreeable and Prepared
This is how you use it. When the prospect says, "I want to think it over," you appear to accept it gracefully. You smile agreeably, and begin packing your briefcase and putting your materials away. As you do, you make conversation with these words: "Mr. Prospect, that's a good idea. This is an important decision and you shouldn't rush into it." These words will cause the prospect to mentally relax. He sees that you are on your way. His resistance will drop as soon as you stop presenting and trying to sell.

Ask Curiously
You then ask, in a curious tone of voice: "Mr. Prospect obviously you have a good reason for wanting to think it over. May I ask what it is; is it the money?"

Remain perfectly silent, watching his face. Smile gently. Take a deep breath and let it out slowly. This is a critical moment.

Wait Patiently
Again, you have nothing to lose. If you leave, you have lost this person as a prospect forever. The worst thing that he can say is that he has no particular reason but that he still wants to think it over. However, in many cases, he will reply by saying one of two things. He will say, "Yes, I'm concerned about the cost." Or, he will say, "No, it's not the money."

Probe the Answer
If he says that "Yes, it's the money," you immediately go into a series of questions designed to deal with concerns about cost or price. You ask things like, "How do you mean, exactly? Why do you say that? Why do you feel that way? How far apart are we? Is price your only concern, or is there something else?"

If he says that, "No, it's not the money," you reply by asking "May I ask what it is?"

Remain Silent
Again, you remain perfectly silent while you wait for his answer. In many cases, he will think about it for a few seconds, even a minute or longer, and then he will give you his final concern or objection. He will finally tell you what is really on his mind. He will tell you the real reason why he is hesitating about going ahead.

If you can now satisfy him on this final condition, you can go on to conclude the sale. You can say, "Mr. Prospect, what if we could do this...?" Or, "I think there is a perfect answer to that question."

Action Exercises
Here are two things you can do immediately to put these ideas into action.

First, memorize the words of this closing technique and practice it as you would for a play or movie. Role-play this technique with someone else if you can.

Second, use this technique as soon as possible, the very next time you hear those words, "Let me think it over." You can save sales that might be lost forever.

Greeting re-approach Qualification and relationship building transition close

Greeting – Welcoming them to the gallery. If you have any questions, I’ll be glad to assist you. Tell them what they’ll be seeing. Top contemporary europeanian original paintings.

Building relationships and qualification – Ask questions to find out if you have a qualified prospect. Get a hot button and push it. Find out who makes the buying decision, but don’t ignore the other one. Find out what their room looks like. Where would the piece go?

Qualified prospects must have:

Desire to buy.

Money.

All decision makers are present.

Don’t believe the lie. If you can’t qualify them, cut the chain.If you haven’t done your work and qualified the prospect, the viewing room will eat you alive.

Objections are your friend. They’re a guide on how to make the sale. They’re an owners manual to the sale.

Viewing room

The room is totally lit. Have them be seated and involve them in the process. “Is this straight?””Do I move the bottom right corner up or down?”

Too much light. “This is the worst lighting scenario.”

2) 10-15% Look at the richness. “Let’s bring it in your house.” By the way, where would this go in your home? Get them to take possession by imagining it hanging in their home.

Go to perfect lighting. “Isn’t that spectacular?” Let them pick the lighting they prefer. “How do you prefer it?”

Pricing using the “pad close”

10% - everyone could ask for this and get it.

20% - designer card customers get this.

30% - Quote this

Then have a special “now” price in the lower right corner.

There is no danger in trying this. The danger is in not trying it. This is anxiety free.

Certificate of authenticity, biography and valid appraisal. You can’t make a mistake.

Insert see-saw picture here.

Ultimate truths

Sales is a dance. If they’re leading, you’re losing.

He who shoots his last bullet first loses. The last bullet is price. We don’t sell on price, we close on it.

Sales is judo, not karate. We don’t go head to head. We bend or use their force.

Creating urgency.

“This is the slowest time of the year. I can do something now that I’m not going to be able to do later.” “Is this something you’re going to really consider while you’re in town?”

Value

You can’t drop value when you drop price. Keep the value high, even if the price comes down. Everyone wants a 10 value for a 7 price. If you stay on track, you’ll get to the station.

Being adaptable to change

You can’t save your face and your ass at the same time. Be teachable. Do what successful people do. Get out of survival mode.

You miss 100% of the shots you don’t take. Successful people are the ones with successful havits. 4-5 no’s before you get a yes.

Drive the train and be passionate about what you’re doing. Perception is everything. Look to improve other people’s perceptions of you. Fake it till you make it.

Knitting the sale together.

Island two is huge. Keep the funnel in mind. Find the hot button. Ask them about their home (70-90% of it) Asking them about themselves builds their self-esteem and they tend to like you. (10%).