Introduction............................................................................................................ 3

Introduction............................................................................................................
3
The Six Reasons for Using Scripts: ................................................................................ 5
Practice Perfection ........................................................................................................ 10
Improve On Each Call .................................................................................................. 10
Cold Calling Scripts: Initial Resistance Scripts ................................................................ 11
The Top 3 reflex responses you get when qualifying: .................................................. 11
Reflex Response #1: “I’m not interested” ................................................................... 12
Response #1: ................................................................................................................. 12
Response #2: ................................................................................................................. 13
Response #3: ................................................................................................................. 13
Response #4: ................................................................................................................. 13
Reflex Response #2: “Just send the information”............................................................. 13
Response #1: ................................................................................................................. 14
Response #2: ................................................................................................................. 14
Response #3: ................................................................................................................. 14
Response #4: ................................................................................................................. 14
Reflex Response #3: “We’re already taken care of.” ....................................................... 15
Next in Line Script: ....................................................................................................... 15
How to Handle the Negative Prospect .............................................................................. 16
How to Handle the Price Question: .................................................................................. 19
How to eliminate screening – forever!.............................................................................. 20
Always use Instructional Statements. ........................................................................... 22
Scripts to Deal With Assistants......................................................................................... 23
The Definition of a Qualified Lead ................................................................................... 25
The Six Things that need to be on your Qualifying Checklist:..................................... 25
Breaking It Down:......................................................................................................... 26
1) Buying Motives (Needs and Wants) ......................................................................... 26
Sample Questions to reveal buying motives: ............................................................ 27
2) Why won’t they buy? (Potential Objections) ........................................................... 27
Sample Questions to reveal potential objections: ..................................................... 28
3) Who’s the Decision Maker? ..................................................................................... 28
Sample Questions to find the decision maker: .......................................................... 29
4) What is involved in the decision process? ................................................................ 29
Sample Questions to uncover the decision process: ................................................. 29
5) What is your competition? ........................................................................................ 30
Sample Questions to discover your competition: ..................................................... 30
6) What’s the budget? ................................................................................................... 30
Sample Questions to uncover budget:....................................................................... 31
Identifying and Dealing with Red Flags ........................................................................... 33
The Power of Assumptive Questions ................................................................................ 35
Here are some examples: .............................................................................................. 36
How To Use Layering Questions ...................................................................................... 37
How to Handle Incoming Leads ....................................................................................... 40
How to Handle Voice Mail ............................................................................................... 41
Using Email to your advantage: ........................................................................................ 45
Closing Scripts .................................................................................................................. 46
How to handle the initial resistance .............................................................................. 46
Avoid the biggest mistake 80% of your so called competition is making ........................ 53
Sample Opening #1: ...................................................................................................... 54
Sample Opening #2: ...................................................................................................... 54
Sample Opening #3: ...................................................................................................... 55
Instant Closing Scripts ...................................................................................................... 55
Sample Instant Close Script #1: .................................................................................... 57
Sample Instant Close Script #2: .................................................................................... 57
The Five-Step Method of Handling Objections ................................................................ 58
Step Two: Question and Isolate the Objection B-4 Answering it ................................. 60
Step Three: Answer the Objection (using a scripted response!) .................................. 61
Step Four: Confirm Your Answer: .............................................................................. 61
Step Five: Ask For the Deal! ....................................................................................... 61
The Power of Trial Closes ................................................................................................ 62
Examples of Trial Closes: ............................................................................................. 62
FORTY PROVEN CLOSES TO MAKE YOU SALESPERSON OF THE MONTH ..... 63
"I need to show this to my (partner, boss, etc.)" ........................................................... 65
The Price is Too High ................................................................................................... 67
The Price is Too High—Again! .................................................................................... 69
"I already have a broker or supplier," ........................................................................... 71
'I already have a broker or supplier #2,' ........................................................................ 71
"I want to think about it," .............................................................................................. 72
"I want to think about it #2," ......................................................................................... 73
I Want to Think About It--#3 ........................................................................................ 74
"I want to think about it, #4" ......................................................................................... 75
"I want to talk to my accountant," ................................................................................ 76
"Want to talk to their financial advisor," ...................................................................... 77
Financial or accountant advisor .................................................................................... 78
We Just Don’t Have the Budget Now ........................................................................... 79
"I can't afford it,"........................................................................................................... 81
"I just don't have the money now," ............................................................................... 82
"We don’t have the budget," ......................................................................................... 83
"Price is too high," ........................................................................................................ 83
"Price is too high," ........................................................................................................ 84
"Price is too high - again," ............................................................................................ 86
"Question the objection that your prospect just gave you." .......................................... 86
I Can Get a Better Deal Elsewhere ............................................................................... 88
The Drop Close: ............................................................................................................ 90
"Multiple choice close." ................................................................................................ 91
"Taking the prospect all the way through the close." ................................................... 92
.
Ben Franklin close ....................................................................................................... 92
"Just going to pass on this now" ................................................................................... 94
"I don't know you, and I don't feel comfortable doing business over the phone"......... 96
"Don't like the lack of control of the investment you are offering" .............................. 96
"Too risky," ................................................................................................................... 98
"It is still too risky," ...................................................................................................... 99
2 www.MrInsideSales.com Copyright @ 2007 (818) 999-0869

"Don't do business over the phone," ............................................................................. 99
"Too busy now," ......................................................................................................... 100
"I don't like high pressure salespeople, and I feel like you are pushing me into this,"101
"Assumptive close." .................................................................................................... 102
"Close by asking for the order rather than going on." ................................................ 103
"That's a nice feature isn't it," ..................................................................................... 104
"Sitting on the fence," ................................................................................................. 104
"New client account" .................................................................................................. 105
“I can get cheaper," ..................................................................................................... 106
"The Take away,"........................................................................................................ 108
"Take away #2" ........................................................................................................... 109
"Won't commit, and insists on putting you off," ......................................................... 109
"Now time to call them back," .................................................................................... 110
"Assuming the deal" ................................................................................................... 111
The Most Important Script You’ll Ever Use................................................................... 111
Introduction
Congratulations on your purchase of “The

Complete Book of Phone Scripts. Using carefully
worded scripts will separate you from 80% of your
competition who are adlibbing their way through
their sales presentations and careers. Let’s start with

the first question as to whether or not you should
even use scripts.
If you think about it, every true professional
follows a script or format. For example, take your
favorite actor or actress. They don't get in front of
the camera or on stage and begin adlibbing their
lines. Rather, each line they deliver has been
carefully scripted and rehearsed, so that when they
deliver those lines we are really moved by what they
say. The key here is that rather than stumble around
wondering what they are going to say next, they are
able to concentrate on the timing, delivery, pacing,
volume, enthusiasm, and inflection of their voice, and
that is why they are able to move us and infect us
with their feeling.
I am sure you have felt this transfer of emotion
after seeing a good movie. All of us have either felt
happy or sad, or charged with energy, etc., after
seeing a well-acted movie. Did you stop to realize
that you were just watching an actor deliver a set of
scripted lines? You have to remember that well over
70% (some will even claim over 90%!) of any sale is
simply a transfer of conviction and enthusiasm, and
the best way to do this is to be able to concentrate on
your delivery of information, rather than on what you
are going to say about it next. Some of the main
reasons for following a script or format are:

The Six Reasons for Using Scripts:
1. Very simply, the more closely you follow a

script the more professional you will sound. How
many times have you heard the salesperson next to
you ramble on and on, making things up as they go
along because they are not using a script? Have you
ever noticed how each call they make sounds
different and a little worse than the one before it?
Sometimes you wonder if the prospect is still on the
other end of the phone! The more you ramble on, the
less control you have of the conversation, the less
qualifying you are doing, and the more you begin to
sound like the other 80% of the salespeople!
If you enjoy splitting up 20% of the money then
you can go on winging it, but if you truly want to be
a top professional and earn your share of 80% of the
money, then you have to begin sounding like a
professional. And that will only happen by following
a script or format. If you are not already doing so, or
if you used to but stopped, then you need to begin
using a script or format today.
2. Another very practical and important reason

for following a script is that it will ensure that you
ask all the right qualifying questions. How many
times have you gotten off the phone after winging
your way through a qualifying call only to discover

that you didn't have important information like:
What they do for a living? Where the money is going
to come from to buy your product or service? Who
they have bought from before, or worse, have they
ever have bought your product or service over the
phone before? If they are in the market to purchase
your product or service now, or if they have to wait 2
to 6 months? These and many other important
qualifying questions are often times never asked
because when you are not following a script or
format, you are too busy trying to think up what you
are going to say next, and so you forget to ask what is
really important.
But the real problem comes when you call these
unqualified prospects back because that is when you
pay the price for not getting this information in the
first place. Have you ever called back a prospect
only to be blown off the phone with any combination
of the following: "I'm not interested!" Or, "I'm not
in the market now, but maybe six months down the
line you can call again!" Or, "Oh, I could never
afford this now, I only took the information because
you said you would send it!" Frustrating isn't it? If
these are common responses you get when you call
your prospects back, then it is time you start sticking
to a script so that when you are through with the
qualifying call you can be sure that you covered all

the important points and not left out things that come
back and haunt you later.
3. Scripts also allow you to remain in control of

the conversation because you won't be wondering
what you are going to say next. Rather than stalling
and stumbling, you will sound confident and directed,
and isn't this will be the attitude you will project over
the phone? Prospects will respect you more if you
sound like you know what you are talking about, and
this will build their confidence in you which will help
you when you call back to close the sale.
4. The most important benefit you will gain

from following scripts, though, is that you will be
free to listen to their responses. Again, rather than
wondering what you are going to say next, you will
be able to carefully listen to what a prospect is telling
you, and how they are saying it. You will find that if
you listen carefully enough, a prospect will always
tell you what you will need to do or say to make the
sale.
This is a very important point. So many times
while qualifying, if you are following a script or
outline and asking the right qualifying questions and
listening to your prospects responses, you will be
amazed at what your prospect will tell you. They
will always tell you exactly what it is going to take to

close them, or what they stay away from and the
reasons they won't buy. Either way, wouldn't it be
great to know in advance exactly what it is going to
take to close your prospect when you call them back?
You will only be able to hear this if you are carefully
listening rather than trying to think about what you
are going to tell them next.
5. Following scripts gives you confidence. You

will find that cold calling will actually get easier if
you follow scripts, because you will hear the exact
same objections so many times that you won't be
thrown off like you may have been in the beginning.
As you make hundreds and hundreds of calls, you
will find that there is very little creativity in the world
of objections. Almost 90% of initial objections are
the same. Things like, "I'm not interested," or "I don't
have any money," or "We don't need that right now,"
you probably hear these things hundreds of times a
month don't you? By following a script and each
time using rebuttals that work, you will be able to
handle these objections with confidence and
overcome the initial obstacles that frequently stump
80% of the salespeople who are currently winging it
by trying to come up with a different rebuttal to the
same old objections every time.

6. Lastly, by following a script or outline each
time you make a call, you will be able to practice
perfection. Most people say that practice makes
perfect, but that isn't so. Practice makes permanent.
Only practice of perfection makes perfect! If you are
not following scripts each time you call, then you are
continuing to practice bad habits and most likely you
are not improving at all. In fact, you are probably
sounding worse and worse and wondering what is
wrong!
If, however, you are following scripts then each
time you speak with a potential client you have an
opportunity to improve. With each objection you get,
you will become stronger and grow more confident
because you will be practicing perfection. Scripts
also allow you to perfect the delivery of your voice:
the timing, inflection, pausing, enthusiasm, tone, etc..
You must realize that the way you open a
conversation, the way you qualify, the way you close,
the way you ask for the order, even the way you
respond to objections is basically the same each time
so doesn't it make sense to learn and practice the
most effective techniques available? Of course it
does! It is the improvement of these techniques that
will elevate you to the top 20% of the salespersons at
your company, and by using scripts or outlines, and
practicing perfection on each call, you will get there
quicker than you would ever imagine.

Practice Perfection
A big thing that following scripts allows you to do is

practice perfection. Remember, practice doesn’t
make perfect – it only makes permanent. If you keep
practicing poor qualifying and closing skills, you’ll
continue to get poor results.
Using scripts allows you to practice perfection,

because you will have scripted in advance proven and
effective questions, responses, rebuttals and pitches
that actually work.
So always use a script and begin practicing perfection

on each and every call!
Improve On Each Call
Every call is an opportunity for you to improve: Here

are 5 things to ask yourself and to do after each call:
a. What went right?

b. What do you need to change with your
scripts?
c. How are you going to change it?
d. Script it out then:
e. Practice perfection on the next call
Follow this advice on each call and you’ll find that

it’s one of the best techniques you can use to insure
you’ll improve on each and every call.
Cold Calling Scripts: Initial Resistance Scripts
Start by being prepared for the reflex responses and

objections you get everyday. Let’s face it; your
prospects are prepared with common objections that
blow off 80% of your competition who are cold
calling them.
The Top 20% are prepared for this initial resistance

and easily get past them by practicing perfection
using proven, scripted rebuttals each time they get
them. You can, too!
The Top 3 reflex responses you get when qualifying:
a. I’m not interested.

b. Just send your information.
c. We’re already taken care of.
Use the Scripted Responses below each time you get

one of these common reflex responses. Play with
them, adjust them to your product or service, but
most of all, get in the habit of using them!
Reflex Response #1: “I’m not interested”
(Note: This objection is a reflex response and is used

to blow off most of the calls your prospects get. Your
goal here is to earn the right to present your product
or service, so your rebuttals here are designed to
sidestep this common reflex response and get on with
your pitch – rather than answer it.)
Response #1:
“That’s fine and many of my best clients told me the
same thing as well. But as they learned more about
this and saw the benefits, they were glad they took a
few minutes. One thing they liked….” (continue on
with your pitch)

Response #2:
“I didn’t expect you to be interested, you don’t know
enough about it yet. But I do know you’re interested
in (provide a benefit here – saving $, increasing
production, return, etc..)” and continue with your
pitch.
Response #3:
“I know that _______, heck if you were interested
you’d have called me! But seriously, I know you get
a lot of calls, and every now and then it makes sense
to listen to the right call, and this is it.” (Now
(continue on with your presentation)
Response #4:
“________ you probably get a lot of these calls, don’t
you? You know, I get them, too, and believe me, I
don’t like getting them any more than you do. But
every now and then I listen because sometimes I
there’s some information out there that will benefit
me. And this is that kind of call for you. Let me ask
you a quick question (make it a good one to uncover
their need!)
Reflex Response #2: “Just send the information”

(Note: This is a blow off and you’re not in the
brochure business! Use trial closes here to assess
their level of interest):
Response #1:
“I be happy to, and if you like what you see, would
you be ready to place an order?"
Response #2:
“Before I do, I want to make sure you'd be ready to
act on it if you like it. Let me ask you...(qualifying
questions on budget, decision-making process, etc."
Response #3:
“Sure, and after you review it, how soon are you
going to make a decision on it?"
Response #4:
“And what would you need to see to say yes to it?"

Reflex Response #3: “We’re already taken care of.”
(Note: They may well be, but THINGS CHANGE!

Your goal here is to get them to think of you when
they do.)
Next in Line Script:

“I’m glad you’re taken care of right now. _______,
let me ask you something. If you ever found it
necessary to get another (quote, point of view, find
another vendor, information, etc.), could I be the first
one in line to talk to you about some of your needs?
“Great. I’ll go ahead and send you some of my

contact information; do me a favor and keep it with
your (similar) records so you’ll have it handy if you
need some help with (your product or service).”
Get all their contact information, then:
“Great. Just out of curiosity, _______ , what might

have to happen to your for you to even consider
looking at someone different?”
Qualify, Qualify, Qualify!!

Another Great Way to handle the “We’re taken care
of” is by using this script:
“That's great _________, that tells me you

understand the value of (or appreciate the benefits of)
a solid solution for this. In fact you're exactly the
kind of company we work with. You see, I'm not
suggesting you stop using what’s working for you,
but rather I'm here to help you get even better. You
see the companies that use us as well have found that
they can increase their (pitch your benefits here) by
X%.
"And to see if this will work for you as well, let me
just ask you a couple of quick questions...(now
qualify for interest, control, and budget).
How to Handle the Negative Prospect
Invariably while cold calling you will run up

against a prospect who just doesn't want to listen to
anything you have to say. At this point it is
important to learn a few techniques that just might
get them to open up. If you run into a prospect that
just doesn't believe in what your product can do you
should respond:

“_______, I know you get a lot of these calls and
heck I don’t like making them any more than you like
getting them. But the truth is, this is the one call this
month that is worth you taking 5 minutes to
participate in. Let me ask you…(ask a good, benefits
filled qualifying question here).
"_______, just imagine for a moment that what I was

saying did work out, and you were already a client
enjoying the steady monthly income, what would you
be thinking now?"
Or,
"Just suppose for a moment that my product was able

to reduce the time and money you now spend in this
area just like it does for my other clients. Wouldn’t
you be happy you took 5 minutes now to discuss
this?”
Or,
"Let's say for a minute you were to move ahead with

this, and that it continues to work for you as well as it
works for my other clients, what are some of the
positive benefits you can see yourself enjoying over
the next few years?"

Or,
"________, why do you think that some of the (top

business people, top financial advisors, your top
business competitors), are recommending or
participating in this very same program or product
right now?"
And,
"In addition to the monthly income and great tax

benefits of this investment, what are some other
features you would look forward to?"
And,
"Besides the tremendous dependability and service

reputation our product has, what other reasons can
you think of for moving ahead with this?"
These are great techniques to get your prospect

thinking positively and actually thinking of reasons
why he should buy! Again, as with any technique,
have these scripted or formatted so they are available
to you and so that you can deliver them confidently
and professionally. This way you will also be able to
listen and gather more information rather than
thinking about what you are going say next.

How to Handle the Price Question:
When your prospect asks you about the price of your

product or service, what's important is not that you
tell them (which is fine), but rather what happens
next. Ask yourself, “What do you say after you give
them the price?" 80% of your competition either:
1) Remain silent, waiting for them to ask another

question
2) Keep pitching their product or service.
3) Move onto another qualifying question.
Guess what? All these responses are wrong. If you

do any of these, you're missing a golden opportunity
to find out where your prospect stands in regards to
budget. The right question? Ask them how they
feel or where they stand in regards to the price
you just gave them. Use any of these:
1) How does that price sound to you?

2) Is that within your budget?
3) Which of those price points appeal to you the
most?
4) Is that what you are looking to spend?

Whenever your prospect asks about the price, and
you give it, you deserve and must qualify on it. The
top 20% automatically do and move that much closer
to getting the information they need to close the sale.
How to eliminate screening – forever!
Most sales reps hate cold calling because they have to

deal with the gatekeeper and often get screened out.
Moreover, many inside reps make it worse on
themselves because they try to manipulate or lie their
way through to the decision maker. This never works
and only alerts the gatekeeper to screen you out.
There is a better way…
Here are the Top Three Techniques to eliminate

screening:
A. Please use Please
B. Give your full name and company name.
C. Use instructional statements.
Let’s start at the beginning with The Single Most

Powerful Technique to Eliminate Screening: Use
please, please.

Here’s how you do it. Start your call with:
“Hi, could you please connect me with_________,

please?”
Remember, it’s a gatekeeper’s job to SCREEN YOU

OUT! So when they ask:
“Can I tell him who’s calling?”
You respond with:
“Yes, please, please tell him _______ _______ with

the ABC Company is holding please.” (Use please
three times!)
Now, please, don’t be fooled by how simple this is.

It will change your life as a cold caller and you can
demonstrate the incredible effectiveness of this
technique by committing to using it today while cold
calling. You will be amazed by the results!
Part of this technique includes giving your complete

name and company name – even if it doesn’t mean
anything to them! Remember:

• 80% of your competition is trying to dodge
or trick the gatekeeper.
• This only encourages more screening!
• Always give both your name and your

company name.
Always use Instructional Statements.
• Just giving your name or company name invites

further screening!
• A primary function of a receptionist or secretary

is to take instruction.
• Always end with an instructional statement:
Examples of Instructional Statements:
Receptionist: “Can I tell him who’s calling?”
You: “Yes, please, please tell him Mike Brooks with

the ABC Company is holding please.”
Receptionist: “Can I tell him what this is about?”

“Yes, please tell him it’s about (the problem your
prospect is having or your solution), please. I’ll hold
while you put me through.”
Practice Perfection! Begin using the above

techniques on each cold or follow up call. You’ll be
amazed by the effectiveness and your increased
confidence!
Scripts to Deal With Assistants.
A. An assistant is not a receptionist – you must

know this difference!
B. 80% of your competition is trying to get

around assistants, but the Top 20% are
treating them with respect and getting
information!
One of the best ways of working with assistants is to

use the “Perhaps you can help me” technique. Start
by first acknowledging assistants:
“I’m glad I reached you,” Or,

“Oh, you’re just the person I wanted to speak with!”

C. Your goal is to get information that will help
you be more prepared for the decision maker.
D. Specific techniques you can use with

assistants:
Assistant: “________ isn’t here right now, could I

take a message?”
You: “Yes, please. But maybe you can help me first.

Do you work pretty closely with ________?
If Yes:
“Oh, that’s great. I don’t want to waste any of his/her

time, perhaps you know if…….”
Start your qualifying questions now.
Find out information like:
• Who they are using now.
• How the decision process works.
• What they (the decision maker) likes/dislikes.
• When they are making a decision on this.

• What’s important to them.
• When the best time to reach them is.
From now on, when you reach an office manager

or an assistant, be glad you did and make sure and
be prepared to get the additional that can often
mean the difference between making the sale or
not.
The Definition of a Qualified Lead
Ask most sales reps (and managers) what the true

definition of a qualified lead is and they won’t be
able to tell you.
Ask the Top 20% what makes up a qualified lead and

they’ll tell you they need to know Six Things before
they send out information or go into the close. And
they use a Qualifying Checklist to make sure they get
this information.
The Six Things that need to be on your Qualifying Checklist:
• Why they will buy.

• Why they won’t buy?
• Who makes the decision?
• What is involved in the decision process?
• What is your competition?
• What is the budget?
The Top 20% find out and know this information

about each of their prospects.
If you want to know how qualified any of your

current leads are, or where you need improvement,
just ask yourself which of these things is missing
from your leads now.
Breaking It Down:
Here’s what each of these qualifiers mean, and here

are specific questions you can use to find them out:
1) Buying Motives (Needs and Wants)

What is this client looking for?
What are their buying motivations?

What do you need to say to get them to buy?
What is important to them?
Why did they buy last time?
What would they like to change this time?
If they could get what they want, what would
that look like?
Sample Questions to reveal buying motives:
“_________, what are you hoping to accomplish with

this?”
“What is most important to you when choosing a

vendor/company for this?”
“If you could get everything you want from this

(service/product/solution), what would that be?”
“Why did you get the (service/product/solution) you

got last time?”
“What would it take for you to choose our company

for this?”
2) Why won’t they buy? (Potential Objections)

Why are they getting another quote?
What are some of their sore spots?

What are they trying to avoid?
Why didn’t they buy last time?
Why are they looking at different companies?
What are some of their potential objections?
Why won’t they buy?
Sample Questions to reveal potential objections:
“Who do you usually get this

(service/product/solution), from?
“Are you going to get a quote from them as well?”
“Why are you considering using a different

(vendor/company/provider) this time?
“What other solutions are you looking at?”
“I see you looked at our company before, what kept

you from going with us?”
3) Who’s the Decision Maker?

Who is decision maker?
How many of them?
Who do they consult with on this?
How much influence do they have?

Sample Questions to find the decision maker:
“________, who will you be making this decision

with?” (Assumptive)
“Besides yourself, who else will be weighing in on

this decision?”
“_______, who has the final say on this?”
4) What is involved in the decision process?

What the decision process is like?
What’s involved?
Who’s involved?
What happens next?
How long does it take?
How many other steps are involved?
Sample Questions to uncover the decision process:
“_______, after we submit the (bid/proposal/send the

information), what happens next?”
“How long does this process take?”
“Who’s involved in that?”

“When would you like to see a decision made on
this?”
5) What is your competition?

How many other companies are they looking at?
Is the company they’re using now still involved?
What are they looking for in another one?
How many bids are they getting?
Who do they like best so far?
What would they like to improve upon?
Sample Questions to discover your competition:
“Who else are you looking at for this?”
“What do you think so far?”
“Might you use the same company (providing the

current service) again?”
“Who are you leaning towards so far?”
“Oh, why is that?”
6) What’s the budget?

It’s always about the money!
What is their budget for this?

What did they spend last time?
How big of a position do they usually take?
What is their limit?
What would they feel comfortable spending?
Is your product or solution within their budget??
Sample Questions to uncover budget:
“What is your budget for this?”
“What did you spend last time for this?”
“If we could provide a solution you were comfortable

on this, could you afford $_________ amount?”
“What is a ball park range you’re looking to stay

within on this?”
Bottom line:
• I think you’d agree that the more of this

information you get, the more qualified your
leads are going to be.
• And that the less information you have is directly

related to how unqualified your prospect is.

• Important point: Buyers will give you this
information, whereas non-buyers won’t!
Use the following Checklist to assess how qualified

your current leads are. And use it to make sure you
get all the information you need on your next call!
Qualifying Checklist
www.MrInsideSales.com
What I know What I need to know
Buying Motives:
Why They Won’t

Buy:

Who are the
Decision Makers:
What’s Involved in
The Decision Process:
Who is your
Competition?
What is their Budge?
Identifying and Dealing with Red Flags
One of the biggest differences between the Top 20%

and all the others masquerading as sales reps, is that
when a Top 20% producer hears a response when
qualifying they don’t like, they STOP AND
QUESTION IT!

80% of their competition just pretend they didn’t hear
it and then hope it goes away. But it never does, does
it?
In fact, it’s a law in all sales: Prospects never get

better when you call them back – they get worse!
Examples of Red Flags and how to handle them:
1) If someone says that they usually buy from

________, but will take a look at your information,
ask:
“Why would you switch vendors?" Or
“How many other companies have you looked at in

the last six months?"
And then: "And how many did you go with?"
2) If someone says that they will pass the

(quote/information/brochure) on to someone else,
say:
“Thanks. So that I make sure I'm not wasting her

time it's best that I speak with her for just a few
minutes first. Can you please tell her that (your
name) is holding please?"

(If you're then told they are not available, make sure
and get their direct line or the person's extension and
keep calling until she picks up.)
3) If someone says that they'd be glad to look at over,

ask:
“Great. And after you do, if you think that it can

help you (or your business, etc.), when would you
move on it?"
Write out your own questions to the Red Flags you

often get and don’t be afraid of disqualifying non-
buyers early. Remember: You can never close an
unqualified lead!
The Power of Assumptive Questions
There are all kinds of questions you can ask as a

closer: open ended, closed ended, directive, etc. But
none are as effective as the Assumptive Question.

The Top 20% love Assumptive Questions because
they cut right through any smokescreens and get right
to the real buying motive or objection.
Here are some examples:
80% of sales reps will simply ask, “Who makes the

decision on this,” or “Are you the one making the
decision?” (Closed ended which allows the prospect
to hide or not reveal the truth)
The Top 20% assume the prospect involves others in
any buying decisions and wants that information up
front. They use Assumptive Questions to reveal it:
They will ask:
“Who will be making this decision with you?”
Or,
“Who do you think you’ll be speaking with about this
decision?”
For budget:
“________ most of my clients have a price range in
mind when considering this, what is yours?"
To sell bigger orders:

“________ many of my clients want the discount
that comes from ordering this by the (case, unit,
multiple month contract, etc.), is that how you want
to do this is well?
Assume the close:

“________ I’ve been looking forward to getting back
with you today. I'm sure you (reviewed the
information, brochure, material, etc.) and liked what
you saw. Did you want to start with (X size order)
today, or take the (larger) order?"
You can use Assumption Questions throughout your

sales process, and they will immediately make you a
better closer.
My question to you is, “How many current questions

can you change so they become assumptive?"
The more you change, the more sales you will make.
How To Use Layering Questions
First, for those of you who have seen me live, you

know that I am big on questioning your prospects
during the qualification stage. As I’ve said -- they
have all the answers as to why they'll buy or not buy,
and it is your job to get them to tell you.

While asking questions is certainly a good start,
you'll get the most thorough and complete
information if you use layering questions.
Layering questions are simply questions that go a

little deeper into an area or concern so that you get to
the root of what really drives your prospect.
An example of a layering question goes like this:
“Who are you going to be talking with about this

decision?" (A nice assumptive question). And when
they say their spouse, you then layer the question
by asking –
“And what do they think you should do about this?"
Knowing this kind of information gives you the edge

when it’s time to close. And layering questions are
exactly what you use to get it.
Layering questions are effective, powerful and easy

to ask. Yet 80% of sales reps never use them. The
top 20%, on the other hand, know their value and ask
them all the time. It's part of what makes them the
top 20%.

Examples of other layering questions you can use:
“If you decide to move on this investment, how much

would you put into it?"
Layering question: “And is that money liquid now

or would you have to move something around?"
Another
“I'll get this quote off to you today, and I'll follow up
with you tomorrow at 10 o’clock – would that work?
Great"
Layering question: "Assuming you like it, what is

the next step?"
I'm sure you see how this goes, so take a few minutes
now and write some of your own. And then use
them!
You see how this goes. Just remember, to be a Top
20% producer, you have to begin finding buyers --
whatever the lead source. So stop pitching and start
qualifying! Remember, it's still up to you to find and
separate the buyers from the non-buyers.

How to Handle Incoming Leads
I get many requests each week from readers who

want to know how they should deal with incoming
“warm” leads. “These leads are more qualified
because they are calling him," I hear over and over.
But we all know this isn't necessarily true is it? In
fact this attitude leads to the biggest mistake 80% of
your competition is making when they receive warm
leads --
They go into pitch mode rather than qualification

mode.
80% of your competition mistake the “implied

interest" of a call in to mean they are already
qualified, and all they need to do is explain their
product or service. Wrong!
The Top 20%, on the other hand, know that warm

leads can be some of the biggest time wasters of all,
so they do what they always do -- disqualify people
who are “just looking” so that they can identify the
real buyers, and they do this by asking questions
rather than pitching.
Here are some great questions to ask the next time

you get a warm lead:

“Thank you for contacting us today, what was it
about our ad/promotion/website that caused you to
call us today?" [Listen for the buying motive]
“Who else are you looking into?” [Listen for your

competition]
“What do you like best so far?"
“How long have you been thinking about (buying,

investing, changing) something like this?" Then,
“What has kept you from acting on this?” [Listen for

possible objections]
“When are you looking to make a decision on this?"
How to Handle Voice Mail
80% of your competition has no idea if they should

leave a voice mail message, or what to say to get one
returned.
The Top 20% realize that not all prospects will return
their voice mail messages, but they also know that

there are certain things they can do to give them the
best chance of getting their calls returned.
they follow that give them the

There are 5-Golden Rules
best chance for success when leaving voice mail
messages. Here’s what they are, along with a sample
voice mail script you can use:
Golden Rule #1 -- Be specific.
It is imperative to do some research and leave a

message that specifically addresses a problem or
event that your prospect is dealing with. For
example, if you find out on their website that they are
opening a new branch or division in another city,
mention this and tie it in with your value proposal.
And always use their first name. Something like:
Sample Voicemail Message:
"Hi Barbara, Mike Brooks here with HMS software.

I'm calling about your new office that's opening in
Houston next month, and I wanted to provide you
with some ideas that may help with your networking
issues. We work with a lot of companies in the area,
and I think you'll find it useful if we talk.

You can reach me by calling area code (800) 222-
0568. That number again is area code (800) 222-
0568, and ask for Mike Brooks. I look forward
speaking with you and thanks for returning my call.”
Golden Rule #2 -- Use a script.
You absolutely must script out exactly what you're

going to say. Nothing gets your message deleted
quicker than a series of ums and ahs. People are way
too busy to sit through -- let alone call back -- a
message that rambles on and on by someone who
doesn't appear to know why they are calling.
Also, by scripting your message you can create great

content ahead of time and delivered like a
professional -- unlike the other 80% of the messages
they get.
Golden Rule #3 -- State their problem and offer a

solution.
Did you notice that in the voicemail sample in rule

#1, I mentioned a specific event (their move) and a
possible problem (networking issues) as well as
potential solutions to their problems (some ideas that
may help you)?

This is the winning voicemail formula -- mention
specific problems your prospect is having and offer
your solutions to them. Prospects are only thinking
about themselves and will only be interested in you if
you can help them solve their problems.
By addressing this in your voicemail, you stand the

best possible chance at getting your call returned.
Golden Rule #4 -- Mention how your solution has

worked for others in their industry.
Did you notice in the sample voicemail message the

part about “We work with a lot of other companies in
your area"? People want to work with, and in fact
feel comfortable working with, people who
understand their business. If you have experience at
solving other company’s problems, then your
prospect will want the same solution as well.
Everyone wants to work with successful companies

and if other companies are using you, they figure
you've got to be doing something right.
Golden Rule #5 – Never, ever leave more than two

messages.

After you leave your first message, wait at least a
couple of days before you leave a second. And if that
doesn't get returned, move on.
The last thing you want to be is a pest and a desperate

one at that. After two messages, your prospect has
your name and number, and if they are interested
they will call you back. And if they don't then you
get to spend time looking for someone who will!
Using Email to your advantage:
Email has become the new voice mail – in fact, it’s

even better! Believe it or not, Email is a great way to
identify buyers because:
• Email has become the primary mode of

communication with business people.
• Business people like email because they can see

the message and respond at their own pace.
Just like with voice mail, there are certain rules for
scripting effective email messages. Here’s what they
are:
1: Use the prospect’s first name in the subject line.

2: Customize the email as much as possible: Make it
appeal to their needs (see voicemail rules above).
3: Keep it short! Break up the sentences into

paragraphs if possible to make it seem easy to read
and accessible.
4: Ask for a return response – whether they are

interested or not!
5: Promise to follow up by phone if they don’t

respond.
Follow these rules (incorporating the 5-Golden Rules

of Voicemail), and you will separate yourself from
the other 80% who are emailing, giving your emails
the best chance of being returned!
Closing Scripts
How to handle the initial resistance
80% of all sales reps get blown out in the beginning

of their call back by their prospect’s sales resistance.

Let’s face it: our prospects are getting a lot of calls,
and they can’t listen to all the pitches, so they have
developed some reflex, initial objections which they
use to blow out 80% of the sales reps who are calling
them.
The good news is that the Top 20% know this in

advance and are prepared for this resistance with
proven, scripted responses that work!
Examples of how to handle common initial sales
resistance:
Objection #1:
“I looked it over and I’m/we’re not interested.”
Response #1:
“I understand, and that’s perfectly OK. At first many
of our clients don’t fully understand the benefits of
this and that’s why I’m here.
But let’s do this. I’ll take a few minutes to explain
how this might help you, and if, after you understand
it, you still think it’s not for you, we’ll part friends.
Do you have that information handy?”
Response #2:

“I didn’t expect you to be interested! Heck, if this
thing sold itself, they wouldn’t need me – they’d just
send out the information and clients would send in
checks!
But seriously, this (product/service/investment) has

many features that my clients now enjoy and can’t
live without, and it may be that way for you, too. Do
yourself a favor and spend a few minutes with me to
find out how and if this would be right for you. Grab
the information/quote/brochure and let me cover a
few things – do you have it handy?
Response #3:
“I understand, and some of my best clients said that
at the beginning as well. But I’m sure you’d agree
that any decision you make, whether it’s a yes or a no
– and I can take either one – is best made once you
understand all the facts, right?
Well, I’m here to help you learn those, so grab that

information, let’s go over it and if at the end it’s not
for you we’ll part friends. Do you have it handy?”
Objection #2:
“I don’t have the time right now.”
Response #1:

“I know that feeling, my schedule is pretty full as
well. Should I call you back in an hour, or would
later this afternoon be better?”
(Than make a definite appointment to call back.)
If your prospect says "I'm not interested," you should

say,
"I understand how you feel, and I think you would

agree with me that any decision you make, whether it
is a yes or a no, is best made when all the facts are
known right? Well ________ I'm calling to help you
learn all facts. You see, I can take a no as well as a
yes, but what is important here is that you understand
this program/product/service completely so that you
are in the best possible position to make the right
decision--but you get to make the decision! So go
grab that brochure and let me help you learn all the
facts. I'll hold while you get it!"
It is very important at the end here to use an

instructional statement. Do not make the mistake that
80% of the telemarketers make and ask if they will
go get the information. You do not want to give
them a choice because they will always say no. If
they still say no, do not give up! Try,

"Of course you're not interested _______ , I didn't
expect you to be! You don't have enough
information on this investment/product/service yet,
nor do you understand it well enough to be interested.
In fact most people I call back feel the same way you
do--they think this investment/product/service is
(Quickly list one or two perceived negative points),
so I don't blame you for not being interested! I
wouldn't be either if that was true.
But _________, that isn't how this

investment/product/service works. To begin with
(list two or three benefits that contradict the first
couple of negatives you just gave). These are just
some of the things you need to be aware of before
you make any decision, so go get that brochure and
I'll show you how this works. I'll hold on while you
grab it!"
Again, assume that they will go get the brochure, and

make sure you end with an instructional statement. If
your prospect says that they looked at it, and they
introduce another popular objection like they, "Don't
have the money right now," again, remember not to
give this or any objection any credence now by
questioning it. Rather, answer with another positive
reflex response like:

"I understand what you are saying, and most people I
speak with don't have money to throw away or put
into a bad (investment, product or service).
However, once I explain how this (your product or
service) can actually save you money, or make you
money, you will be glad you invested a few minutes
to find out how. Do yourself a favor, and grab that
brochure, I will hold while you get it."
Or,
"Let's put the money aside for a minute because

before you make any decision we first have to
determine if this (product, investment or service) can
benefit you. After I explain a few facts about this
and answer any questions you have, then you will be
in a much better position to decide if this is
something you want to pursue. I will hold on while
you grab the (brochure or paperwork)."
The whole point here is that by not buying into their

objections by saying things like, "When will you
have the money?" Or, "Last time we spoke you said
your company could afford this," etc., you will avoid
giving all control and momentum to them.
If your prospect says, "We looked at your material

and this just isn't for us right now," rather than

saying something like "Well when would be a good
time?" you should say,
"I understand, and you know you said something very

important. You said right now. I think you would
agree with me that timing is probably the most
important part of any decision you can make isn't it?
Well right now the timing is perfect for (your
investment/product/service). Before you make any
decision, it is important for me to explain how, by
acting now, you will (describe a benefit that is
important to them). Grab that (brochure or
paperwork) and I will explain why. Do you have it
handy or do you have to get it?"
If you receive the objection of "We already have a

supplier or dealer or service person," you should
respond,
"I understand and that's great! You see I only work
with companies like yours that are used to using this
kind of (product or service). And that is because I
know you will really appreciate the (give a benefit
here that you know they want) that our (product or
service) can offer. Before you make any decision, it
is important to see if this can indeed make your job
easier. Grab that information and I will cover a few
of the highlights with you. Do you have that handy
or do I need to hold on while you get it?"
Avoid the biggest mistake 80% of your so called
competition is making
It sends chills down my spine. In every company I

work with, I hear 80% of sales reps begin their
closing calls with the statement: “I’m just calling to
follow up…”
Please, PULL YOURSELF TOGETHER!
You are NOT calling to
a. “Follow up,” or
b. “See if they got the information,” or
c. “See if they had time to go over it,” or
d. “To find out if they have time to go

through it..”
You are calling back to take control of the close and

to get the prospect to buy!
The way the Top 20% do this is by being prepared

with scripted openings that work. Use these:

Sample Opening #1:
“Hi, _______, this is ______ ______ calling with the

ABC Company. I’ve been looking forward to
speaking with you, and I’m sure you’ve looked at the
information I sent and probably even have a few
questions.
Do me a favor and grab that, and I’ll hold on while

you do.”
This works because:
A. It’s assumptive
B. You’re in control
C. It overrides any initial resistance
Sample Opening #2:

“Hi, _______, this is _______ ______ with the ABC
company, how are you doing today? Great.
_______, it’s been an exciting morning here, and I’ve
got some updates I think you’ll be interested in

regarding that (quote/brochure/information/demo) I
sent to you.
It’ll just take a minute to bring you up to speed, so do

me a favor, can you please grab that
(quote/brochure/information/demo), and I’ll be happy
to hold on while you do.”
Sample Opening #3:

“Hi is that ________? Hi _______, this is ______
______ with the ABC company, how have you been?
Gee I know the feeling. ________, the good news is
that this won’t take long, and you’ll be glad you took
a few minutes to go over this briefly. Do you have
the (quote/brochure/information/demo) handy, or
should I hold while you grab it?”
Remember, the key is being:

assumptive, assumptive, assumptive!
Instant Closing Scripts
While 80% of your competition believe they have to

go through a lengthy presentation before they can ask
for or get the deal, they are wrong!

How would you like to learn one of the most
powerful techniques you can use to get the sale
without any objections and in 1/10 the time?
It’s easy, simply:
Ask For the Sale in the Beginning!
If you’ve done the proper qualifying job up front,

you’ll be surprised by how successful this technique
is! And it’s loaded with benefits:
a. First, some prospects are ready to buy but

just have a couple of questions.
b. Some have decided to buy and will

appreciate that they won’t have to sit
through a long presentation.
c. Others will have some concerns, but are

essentially on board. Getting to the
concerns first (to the close) is your best
option.
d. Asking for the deal right away also

exposes who is NOT going to be a deal
and so saves you valuable time going
through a lengthy presentation.

e. Others will give you some concerns and
thus a good idea of how much work – and
what direction – you need to take to close
them.
Sample Instant Close Script #1:

“Hi _______, this is ______ ______ with the ABC
company, how’s your day? OK, well, I must tell you
that I’ve been looking forward to speaking with you
today. You see, I’ve was thinking about how happy
my other clients are, and how much I enjoy talking to
them, and I realized that you could easily become one
of my best clients as well.
Now I’m sure you’ve reviewed the

(quote/brochure/information/demo), and, like them,
you probably see the benefits it can bring to you. My
question is, would you like to start with the (larger
order here), or take our starter position of just
(medium size order here)?”
Now Shut up and listen!
Sample Instant Close Script #2:

“Hi ______, _____ ______ here with ABC, how
have you been? Great. _______, you know I just got

off the phone with one of my best clients, and it
reminded me of why I love my job.
You see, I get to work with people like you, I get to

help you get the (benefits of your product) you need,
and then I get an ongoing relationship that grows
over time. And it all gets to start today.
Now I’m sure you looked over the (your product),

and I’m sure you see how it can help you. My
question is simple: would you like to get started with
the quote as it is, or would you like to double up on
that amount and save an additional 10%? You tell
me.”
Now Shut up and listen!
This works if you use it. So use it!
The Five-Step Method of Handling Objections
One of the biggest mistakes 80% of your competition

makes when handling objections is they answer
them!

That’s right. And the reason this is a big mistake is
because there is often so much more behind
objections:
a. First, prospects will throw out objections

just to test you.
b. Often the objections you get are just

smokescreens hiding the real objection.
c. Handling a prospect’s objection without

the Five Step method is like a dog chasing
a bone!
The Top 20% have and use a proven method for

handling objections, and it’s called the Five-Step
Method:
The Five-Step Method
Step One: (Two Parts):
a. Hear them out – completely
b. Put in a softening statement:

“I complete understand how you feel.”
“Some of my best clients felt that way also.”

“I completely understand how you feel, this
is a big decision and right now I’m sure it makes
sense for you to think about this.”
Step Two: Question and Isolate the Objection B-4 Answering it
Example: “The Price is Too High”
“I understand, __________, and let me ask you a

question: Assuming that the price on these hearing
aids weren’t an issue (or fit within your budget, or if
someone were suddenly going to buy them for you),
but if price weren’t an issue here, is this the solution
you feel is right for you today?” Or, “is this
something you would go ahead and order today?”
Examples of good questioning techniques:
“Just to clarify my thinking, what do you mean when

you say”
“I see, out of curiosity, why is that so important to

you?”
Or the good old standby, “Oh?” or “Really?”

Step Three: Answer the Objection (using a scripted response!)
No secret here that I’m recommending you use a

scripted response once you understand the objection.
In the next section I’ve included my Special Report
“How to Overcome the Top Ten Objections.” Use
those scripts word for word (you may have to adjust
them to fit your product or service).
Step Four: Confirm Your Answer:
• “Does that answer that for you?”

• “Does that make sense?”
• “Have I satisfied that for you?”
Step Five: Ask For the Deal!
This might sound obvious, but you’d be amazed by

how many (like 80% or more) closers don’t ask for
the deal. Scripts assure that you do!

The Power of Trial Closes
Another powerful technique used by Top 20% closers

is the use of trial closes. A trial close is simply a way
of checking in with your prospect and finding out
how you’re doing.
80% of your competition won’t use them because

they are afraid they might find out that the prospect
has questions, or objections, etc. But this is exactly
the information the Top 20% WANT to have.
Benefits of Trial Closes:
• Because you can’t see your prospect, they allows

you to gage their interest.
• They also allow you to remain in control.
• They keep you from talking past the close.
Examples of Trial Closes:
“Is this making sense for you?”
“How are we doing here?”
“How does this sound so far?”

“Do you need to hear anymore, or are you ready to
place an order?”
“How are you doing?”
“Are you with me?”
“Do you see how that would work for you?”
And one of the best ones: “If you had to make a

decision right now, where are you leaning?”
Remember, always expect a no but assume that in

the end they’ll buy. And always ask for the sale.
FORTY PROVEN CLOSES TO MAKE YOU

SALESPERSON OF THE MONTH
CLOSES
While not all products and services are the same,

you will find that most objections are! Listed below
are a variety of sample closes that you can adapt and
use to help you overcome most of the objections you

face everyday. Remember, before using any close
you must first listen and question the objection so
that you know exactly what it is, then preface your
close with an understanding statement, read the close,
and then when you are through confirm your close
and ask for the order.
The closes listed below are meant to help you
with the objections you encounter 90% of the time.
Included below are closes to such objections as, "I
can't afford it now," and, "The price is too high," and,
"It is too risky," and, "I want to think about it," and
"I'm just going to pass on it," and many more. Sound
familiar? They should! You probably get them 5 to
10 times a day!
Your prospect is prepared with objections that work

so doesn't it make sense for you to be prepared with
rebuttals that work? By learning one or two new
closes a week you will soon find that your confidence
and closing ratio will improve dramatically, and you
will find yourself making the sales that you would
have lost before.
If you send out information first and then have to

call your prospect back to make the close, your first
objective will be to have your prospect get your
brochure. If your prospect gives you a lot of initial
objections at first like "I haven't read it," or, "I'm not

interested," or, "I don't have the money," etc., do not
argue or start answering these objections at this time.
Rather, it is absolutely essential here to establish
control and have your prospect get the information
first so you can deliver your presentation. If you
receive these initial objections, refer to the get the
brochure closes that are listed earlier. However, if
you receive any of the objections listed below then
use these closes as they are, or adjust them to fit your
specific product or service.
Ok, let’s get started:
"I need to show this to my (partner, boss, etc.)"
The first thing to do with this and other objections is

to make sure this is a real objection and not a
smokescreen or a put off. And the way you do that is
by questioning and isolating the objection first. Do
this by first listening completely to what your
prospect says and then by responding with:
"That is perfectly fine, (Prospect’s name). I think you

should show this to (whomever they claim they need
to show this to). And let me ask you something—if
after you show this to _______, he/she says 'It looks
good _________ whatever you want to do,' is this

something that YOU would move forward with
today?"
Now be aware that any answer other than yes means

that this objection is just a smokescreen and you
haven't uncovered the real objection, and you will
have to keep qualifying.
On the other hand, if your prospect says he would

move forward on this today, then you've got to
confirm this and make him your ally. Say:
"Great, then I take it you're going to recommend this

to _______, right? Wonderful! What can WE do to
make sure he agrees with us?"
Do you see how you’ve now made your prospect an

ally and how you are now a team? Listen carefully to
what your prospect says, because if they are truly
sold on your solution, they might tell you what you
now need to do to close the sale. Offer to do a three-
way conference call, or to call and speak to the real
decision maker directly. Ask about specific follow-up
times for additional information that you can provide
them with. And always ask what the next step will be
and get a definite timeframe for follow up.

The bottom line is that when you get this (and most)
objections, they are either the real objection or they
are smokescreens for the real objection. The
problem that 80% of the sales reps make is they don’t
question the objection and so they spend their time
chasing after what isn’t even the real objection.
Remember, always qualify objections before you

answer them, and then use these scripted, proven
rebuttals.
The Price is Too High
The price is too high is a common objection, and a

favorite way for prospects to put off making a
decision. Again, as with all objections you get, you
need to be able to determine whether this is the real
objection, or just a smokescreen. When someone
tells you the price is too high, it often really means
that they either can't afford it, or that they can buy it
cheaper somewhere else, or that they aren't convinced
yet or don't understand the value.

So what you need to do is to qualify the objection
before you answer it, and the best way to do that is to
say:
"I understand. ________, and let me ask you a

question. If price weren’t an issue on this, would you
move on this today and place an order with me?"
Any answer other than a yes means that it's a

smokescreen and not the real objection. If that’s the
case, then it’s up to you to do more probing here to
find out exactly what it is they are objecting to.
If they say yes, however, then you've got to begin

closing. Follow a yes answer up with:
"Where does our price need to be for you to place an

order with me today?”
If your prospect gives you a price that is reasonable

and one that you can match, then before you just
lower your price, you’ve got to commit your
prospect. If you can now match the price they are
willing to pay, say:
“OK _________. Now that price may or may not be

something I can match. I’ve would have to speak to
my manager about this. I’d be glad to do that, but

before I do let me ask you again, if he says that I can
get you the (repeat the size of the order and the price
here) is this something you would move on today?”
Only after they agree to move forward are you to put

your prospect on hold and then get the proper price
approval. After you’ve gotten the approval, come
back on the line and say,
“I’m happy to tell you that we can move ahead with

this today. I know you’ll be happy with this, and
here’s what we need to do to get you started….”
Then close the sale.
Of course, if they give you an unreasonable figure,

one that you could never match, then you might not
get this sale. Unreasonable price demands usually
indicate that the prospect wasn’t real to begin with. It
means that next time you must practice better
qualifying techniques, and qualify especially hard on
how important price is in making the buying
decision.
The Price is Too High—Again!
Sometimes you will get this objection again, and after

you qualify and isolate it, if your price is in the

ballpark but you’re not the least expensive in town,
you should always build value. The best way to do
this is by saying:
"I'm sure you know the old saying that 'you get what
you pay for,' right? Well ________ you are right,
we're not the cheapest in town, but I can guarantee
you that you will get what you pay for with us.
“You see, the most important reason for moving

ahead with our product and my company today is the
follow-up service you will get from me. ________, I
pride myself on my client satisfaction, and I will
always make myself available to you, and if I can't
help you immediately then I will find someone who
can. You see the type of service I provide can't be
bought at any price! I know you will always be glad
you took action today, so let's get you started. Do
you need a P.O. number on this or do I just make it to
your attention?"
You will be surprised by how successful this close

can be. Often your prospect is just waiting for a
reason to buy, and I can tell you that 80% of the other
sales reps aren’t prepared to earn their business. By
being prepared with this rebuttal though, you will be!

"I already have a broker or supplier,"
If your prospect tries to blow you off right away

by saying "I already have a broker or supplier," you should
say:
"I know you do, and you’re the only kind of

company I’ll work with. You see, my job is
providing you with the best possible service (or
investment advice), not introducing new clients into
this market. As a specialist in this area, I am able to
offer you the (Product-P, Service-S, Investment-I)
that you can't get anywhere else. And for someone
like yourself who already has experience in this
market, I know you will be able to appreciate the
information I'm about to share with you. So grab that
brochure and I will cover a few details with you..."
'I already have a broker or supplier #2,'
Another good rebuttal for 'I already have a broker or

supplier #2,'
is:
"That is perfectly OK _______, and you know I

have many brokers myself as well. I have a stock
broker because quite frankly I don't know everything
about stocks. I know the (whatever market you are
in) very well, and I know the opportunities and trends
that can help make you successful in this market. But
when I want to buy a house I call my real estate
broker, you probably call yours also don't you?"
"You see, successful (brokers, companies,

account reps) specialize in their market and so
become the best at what they do. You probably do
not have a (broker, company, account rep) effectively
handling your (investments, accounts, or product) in
this area, especially not (performing at the rate of
return, or saving this much in time and production)
we are talking about here. And that is why you need
to spend some time with me now. Go get that
information I sent you, and I will explain some of the
opportunities available so that you can learn about all
your options in this market, and therefore be in the
best possible position to make the right decision.
Grab that information and I'll hold..."
"I want to think about it,"
is often a tough objection to overcome because the

prospect isn't really saying no, they are saying not
now (unfortunately they really mean not now and not
ever!). Many closers have trouble responding to this
because it isn't really an objection so it is hard to give
a rebuttal too. The best way to respond is with a
rebuttal that gets your prospect to expand on his
answer so that they will reveal what their real

objection or objections are. The best way to respond
to "I want to think about it," is to say:
"That's perfectly OK, and I want you to think

about it carefully before you make any decision.
From what we have discussed so far, I know you
understand how the (P-S-I) works right?
And I know that if you were to decide to move
ahead on this then the money wouldn't be a problem,
I mean you could write a check/get the budget for
(whatever the amount is) today right?
And I know that you see the benefit of taking
advantage of this (list a benefit that you know your
prospect is interested in) today right?
Great! _______, just to clarify my thinking what
part of the (P-S-I) is it that you want to think about?"
(Isolate/identify the objection, then close)
"I want to think about it #2,"
Another simple way to get your prospect to

identify what is holding them back when they say "I
want to think about it #2," is to simply say:
"That’s fine, ______, and be up front with me on

this. Sometimes when people tell me they want to
think about it, it’s their way of telling me they really
aren’t interested in it. And that’s fine, in fact I’d
rather know now so I don’t waste time bothering you

or following up. Other times people are genuinely
interested but need time to digest the information. Be
honest with me, which category do you fall into?
(If they’re serious and just need time)
Terrific, just to clarify my thinking, what part of this

do you want to think over?"
I Want to Think About It--#3
Sometimes at the end of your presentation you will

still get the put off, “I want to think about it.”
Another great way of dealing with this objection is by
using a technique that will often get your prospect to
automatically tell you what their real concern is. It’s
actually easy to do. If your prospect tells you that
they want to think about it, just say:
“You know _________, I understand. I know I’ve

given you a lot of information and many clients I
speak with tell me the same thing. I’m concerned
that I may have stressed the (now pick a part of your
presentation that is pretty straight forward, like the
warranty or return policy) a little too much, what do
you think?”

And then shut up and listen! In many cases your
prospect will now correct you and reveal their real
reason for not moving forward. If for some reason
you’re still not clear, simply say an occasional,
“Oh?” or “What do you mean?” and shut up and
listen. This is the time to let your prospect speak and
to give them plenty of opportunities to do so. If you
use these techniques and remain quiet, you’ll be
surprised by how many times your prospect will
reveal their real objection. It really does work; try it!
"I want to think about it, #4"
If your prospect still won't give you a clear

objection, you may have to call his bluff. If they still
say "I want to think about it, #4" then you should respond:
"I understand how you feel _______, and the fact

is you already have all the information on this (P-S-I)
that you need to make a wise decision. As you know,
what makes this (P-S-I) so good is the (now describe
the benefits that are most attractive to your prospect).
And I know you would enjoy those wouldn't you?
Of course you would! You see, the only thing
you need to think about is whether you want to keep
putting up with the problems of your old supplier, or
keep throwing money down the drain by using that
old product, or continue to accept lower than average

returns--or take action now on a (P-S-I) that will
make you feel better immediately and save you
money and time. Right now as you think about that,
which would you rather do?" (Isolate/identify any
objections, close)
Remember, the key to handling objections

successfully is to first find out what they are! If you
don't know exactly which rebuttal to use, then
chances are, you don't know exactly what the
objection is. Other rebuttals to common objections
are as follows:
"I want to talk to my accountant,"
If your prospect says "I want to talk to my accountant,"

you should say:
"I understand _______ and let me ask you a

question: Does your accountant make your decisions
for you or just advise you on the tax consequences on
your investments?
(Prospects usually says no but he advises me)
"Good, because I know that you, like a lot of my
clients, are successful because you make your own
decisions. And _______, this decision is no different
from the hundreds of other decisions you've made in
your lifetime that have gotten you where you are

today. Now I know that when your accountant
confirms the tax consequences as I have described
them, then this is something you are going to want to
take advantage of isn't it?" (Listen very carefully to
any other objections that may come up) If your
prospect says yes, or that it looks pretty good, then
close!
"Great! Then use your good judgment and put
this (P-S-I) to work for you right now!" Close and
direct to any appropriate paperwork.
"Want to talk to their financial advisor,"
If your prospect says that they "Want to talk to their

financial advisor," you should respond with:
"I understand and that is OK. Let me ask you a

question--Do you think that your financial advisor
would recommend that you invest in something that
they know nothing about?" (The probable response
is "No, but I want them to look at it")
"_______ after they look at it and even if they
like it, it is not in their best interest to recommend
that you invest in something that they have no control
over. If something goes wrong, then they will be
responsible for it, and if it goes well, then you will
probably reinvest with me and my company and that
will just take more business away from them.

"You see _______ it is important that you make
the decision on what is right for you. Now I know
you like the (go over the benefits and what they can
do for them) right? Then let's take positive action
now and get you started today. What we need to
do..." (Close)
Financial or accountant advisor
A good close to use that is kind of a catch all for

the financial or accountant advisor is one that calls their
bluff. Try:
"I can understand that you may want to check

with your accountant, or financial advisor, and I also
remember you telling me that you are the one that
would make a decision on something like this right?
Great, then you just want to make sure that
everything is in order right? Great, and when he
confirms that this is everything that we just talked
about, what size of a participation are you going to
start with?"
(Now at this point they will either say that they

haven't decided yet, which means that the
accountant/advisor was just a bluff and that there is
another objection that they aren't telling you about, or

they will give you the amount that they are
considering. If they give you an amount, then say:)
"Great! Then I'll set those units aside for you, and I'll
go ahead and give your accountant/advisor a call to
explain to him how this program works, and that you
have decided to move ahead with x units. After he
agrees that everything is in order, I'll have him call
you, and then I will call you back to wrap up the
details. Do you have his number handy?"
We Just Don’t Have the Budget Now
Sometimes even though you qualify for budget (and

you did qualify for the budget/money in advance,
didn’t you?) you still get this objection when you ask
for the order. Next to, “I want to think about it,” the
money objection is one of the oldest put-offs there is.
About half the time it is a real objection, and the half
the time it is a stall.
The good news is that if you know how to handle it,

you can overcome this objection if you start by
questioning and isolating it. The most important
thing to say in response to this objection is:
“_________, if the budget were available on this,

would you move forward on it today?”

Now listen carefully. Any hesitation or answer other
than a yes means that budget or money isn’t the real
or complete objection and you need to dig deeper.
Questions like the following are good probing
questions to use:
“What else is important here?” and “What else would

you need to see before you would move forward with
this?”
If your prospect says they would move forward if

they had the budget, then it’s time for you to get
creative and help your prospect find the budget.
Good questions to use to help your prospect find or
create the needed budget include:
“Well ________, since you do agree that this solution

would be a perfect fit for you, where could you get
the money from?”
You’d be surprised what resources your prospect can

come up with if you let them. Remember to listen!
Also try:
“Who else could you go to to get approval to go

beyond the budget for this?”

“When was the last time you were able to squeeze
something like this into your budget?”
“What do you usually do when an emergency

expenditure comes up—where do you get the budget
for that?”
And finally, “__________, if I could structure the

payments on this to fit within your current budget and
spread the other payments into your next budget
period, would that make it easier to get started with
this?”
As always, listen to each response, continue to

question and probe, and then ask for the order!
"I can't afford it,"
If your prospect says "I can't afford it," you should say:
"I understand when people say that _______, and

I think that what you should realize is that you really
can't afford not to participate (or purchase) this (P-S-
I) now. You see, when you take into account all the
money and time you will save by acting now, you
could look back on this decision and realize this to be
one of the smartest and most cost effective decisions

you've ever made. A good short term decision to get
started now can turn into a great long term decision
that will actually make/save you money! So do you
and your company a favor and make the decision to
move ahead with this today. What we need to do is.."
(Close)
"I just don't have the money now,"
Or if they say "I just don't have the money now,"

respond with:
"I understand, and if you are like a lot of my

clients then what you're saying is that you don't have
10 to 20 thousand dollars sitting in a low interest
bearing checking account, rather, you probably have
that money working for you in other investments and
that it will take you a few days to get liquid.
_______, because it will take a little bit of time on
my end to set up an account for you, what I
recommend is that we fill out the paperwork to secure
your position now.
That way, when your money becomes liquid we
will be ready to take advantage of this opportunity,
and you can begin enjoying the benefits of this
program immediately. Do you see that paperwork..."
(Close)

"We don’t have the budget,"
A simple response to "We don’t have the budget," is:
"If you were to move ahead with this, what

source were you thinking of getting the money
from?" (They will either tell you, or say that they
can't--if they say they can't then you should review
your notes and find out where they were thinking of
getting the money from initially, then say)
"When we last spoke, you mentioned that your
xyz stock (department/fund) was really not doing
very well. I'm sure it makes sense to you to move
that around and put that money to work for you in a
(P-S-I) that can make up that loss for you and begin
earning you a profit doesn't it?" (Close)
"Price is too high,"
If your prospect still says that your "Price is too high,"

you can respond with:
"I'm sure you know the old saying that 'you get
what you pay for' right? Well ______ you are right,
we are not the cheapest in town, but I can guarantee
you that you will get what you pay for. You see,
your enjoyment of the quality and dependability our

product will far exceed the memory of paying a few
extra dollars up front. But the most important reason
for moving ahead with our product and my company
is the follow up service that you will get from me.
_______, I pride myself on my client satisfaction,

and I will always make myself available to you, and
if I can't help you immediately then I will find
someone who can. And even if you just want to talk,
I would be happy to hear from you. You see, the
type of service I provide can't be bought at any price!
I know that you will always be glad you took action
today, so let's get you started! Do you need a P.O.
number on this, or do I just make it to your
attention?"
"Price is too high,"
One of the best ways to handle the "Price is too

high," is to simply address and explain it. This is a
true story that happened to me, and I'm sure
something similar has happened to you. Use your
imagination, and use a story that has happened to
you. Try it in the following format:

"I can understand how you feel ______, and
believe me I've felt the same way myself about other
products. I remember when I was shopping for a
Jacuzzi once I went ahead and bought the one with
the lower price. I remember the excitement I had
when they had to crane it in over my roof, and they
set it up and leveled it, and I filled it up and turned on
the heat. That night I went out to take my first
Jacuzzi and I found that the heater wasn't working!
Well, a week later they got out there to fix that, and
then when I got in one of the jets didn't work. And
then the heater wouldn't turn off. ______, I don't
remember how much I saved by buying the cheaper
Jacuzzi, but I do remember all the trouble and
unreliability I've had to put up for the last three years.
_______, I'm very happy to report that while we

may not be the cheapest in town, we are the best!
Our service record and reliability is number one in
the industry. And that means you will enjoy
uninterrupted service and dependability day after day,
year after year, long after the memory of paying a
few extra dollars is forgotten. And I know that
dependability and efficiency is most important to you
and your business isn't it? Then I'll go ahead and put
in the order for you today, would you like to take
delivery next Monday, or would Wednesday be
better?"

"Price is too high - again,"
Another good way to deal with the "Price is too

high," objection is to reduce it to what the price
difference is on a day to day basis. Try:
"You know _______ you are right, we are about

$300 higher than our competitor. But if you consider
that out of each month there are an average of 20
working days, and that you will be enjoying this
product for at least the next 5 years, you will find that
for just .25 cents a day you can enjoy all the quality
of workmanship and reliability that has made our
product the leader in the industry! You see ______,
once you begin using and enjoying our product, you
will also begin enjoying the piece of mind and
customer satisfaction that comes with it--and that you
can't buy elsewhere at any price! So let's get you
started! Would you like delivery next Tuesday in the
morning, or would Wednesday afternoon be better?"
"Question the objection that your prospect just gave you."
Another good technique to use is to "Question the

objection that your prospect just gave you." This will often
eliminate a lot of the work you must do, and you will
be surprised at how many times your prospect will
often explain away their objection! It can be as
simple as this:
If your prospect says "It costs too much,"

simply say (and then shut up!):
"It costs too much?"
Or,
"Compared to what?
Or,
"What do you think it should cost?"
And then,
"What makes you say that?"
Or if they say "I can't afford it, " you should

simply say:
"You can't afford it?"
Or,
"How long will it take you to get into a position

to afford it?"

Or,
"What do you need to do to be able to afford it?"
I Can Get a Better Deal Elsewhere
Let’s face it -- today's business world is competitive.

Besides the normal objections you get (no money,
price to high, need to talk to, etc.) a common
objection that blows out 80% of your competition is,
"I can get a better deal elsewhere." This frustrates a
lot of sales reps and takes thousands of dollars of
commission out of their pockets.
The Top 20% also get this objection, but are prepared
for it and know how to overcome it. Here's what they
do --
First, they recognize that if someone says that they

can get a better deal elsewhere, it means one of three
things:
1 -- They're wrong (in other words, they think they

are getting the same thing you're offering, but they're
not).

2 -- They're just putting you off and using this
objection as a smokescreen
3 -- They really can get a better deal.
In order to find out what your prospect means, offer

to help them determine if they really are getting a
better deal by questioning and comparing every
component of it. Use this script:
“ __________ my customers tell me this all the time,

and sometimes they genuinely can get a better deal,
but a lot of times they aren't. I'll tell you what I’ll do.
I'll go over each item you been quoted by this other
company, in other words we will compare apples to
apples, and if everything is equal I'll see if I can do
even better on that. If I can, you'll get an even better
deal and if I can't, I'll tell you so. Either way, you'll
win. Now, do you have that other quote in front of
you?"
Then simply go over each item to make sure

everything is equal. Often times it's not and you can
point this out. And if it is, you still have a chance to
win the deal. And if they do have a better deal, then
build the value of having you as their sales rep and
try to close the sale anyway. Either way, you'll win.

The Drop Close:
If your prospect is interested in your product or

service, but can't afford to buy the top model, or all
the extras, or even participate at the minimum level
of 5 units, you can often times still get the sale by
using the "Drop close." Although this is one of the
best ways to save a sale, it is also one of the most
abused closes used. That is because it is often used
incorrectly, and too soon. The drop close, as the
name suggests, is when you drop the minimum, or
cut the price (if possible) of your product or service.
It should only be used after you are sure that
your prospect wants to purchase or participate in your
product or service and should then only be used with
the words, "I'm not saying I can, but if I could get
you X, can you move on this today?" Here is how it
works:
"I can understand that funds may be a little tight

right now, but I also know that you really would like
to participate in this program right? Well ______,
sometimes a split position does become available and
if it is not already spoken for, and if my manager
approves it, I can sometimes offer it to new clients
like yourself. Now I'm not saying I can, but if I could
get you a starting position today at just half the price

of the regular unit, is that something you would move
on right now?"
Then put your prospect on hold, come back and close

the sale.
"Multiple choice close."
Another close that is very effective is the "Multiple

choice close." One mistake 80% of your competition
makes is asking for the minimum order and being
happy and satisfied when they get it! Because you
never know how much a prospect or company can
handle, you should stop robbing yourself of
thousands of potential dollars by selling yourself
short. By using the multiple choice close you can
avoid this. It goes like this:
"_______ some of our clients start with the

minimum investment/position/order of $25,000 and
usually wish they had taken more, while others
realize that with a product/investment/offer this good
it makes sense to move other things around to get the
budget and so participate at the $50,000 to $75,000
level. And of course our professional buyers
wouldn’t even consider anything less than a $100,000
position/order in something this good. Where do you
see yourself starting at?"

"Taking the prospect all the way through the close."
One very important technique that the top 20%

of closers use all the time is the technique of "Taking
the prospect all the way through the close." The difference
here is that 80% of inside sales reps will finish their
presentation, or rebuttal and then say something like,
"So what do you think?," or, "So let's get you
started." This isn't enough! If you just say, "So let's
get you started" your prospect can then say no, or
give you another objection, and your momentum is
lost. You must direct your prospect to and through
every step of the paperwork and close. Try
something like this:
" _______ and I know that makes sense to you

right? Great, then here is what we need to do to get
you started. Pull out that subscription
agreement/order form/quote page, you should see it
there at the back of the booklet. Do you see that?
OK, and you are going to need something to write
with, do you have a pen handy? Great, now turn to
page..." (Get the idea?)
Ben Franklin close.

If your prospect is having trouble making a
decision either way, one of the best closes you can
use is the old Ben Franklin close. You may know
this close by a different name, it is sometimes called
the accountants close, or the balance sheet close, but
in either case it is very effective at getting your
prospect involved, and at getting them to make a
positive decision. Don't be fooled! Though this is
one of the oldest closes in the book, it is also one of
the best if used with the right prospect. It goes like
this:
"I can appreciate that it may be hard for you to

make a decision right now, I've given you a lot of
facts, and I know you want to do what is right. That
is why I suggest you do what (my accountant, my
financial advisor, or Ben Franklin) would always do
when faced with a tough decision. You see, Ben was
a very thorough person and before he would make
any decision he would first want to make sure that
there were more reasons to do it than there were not
to do it.
I'm sure that makes sense to you doesn't it?
Great, then grab a piece of paper and something to
write with and let’s have some fun. OK, now make
two columns, one that says yes and the other that says
no. Have you got that? Great. OK, now let's see
how many reasons you can think of to move ahead

with this." (It is important to let them first list the
reasons that are important to them, and you
should only help them when they can't think of
any others. You should have them write down as
many as you have already prepared)
"And now for the no column. What reasons can

you think of not to move ahead with this?" (It is
important to not help them with this list. Usually
they will be able to only think of a couple reasons
on their own)
"Well ______, I think you can see for yourself

what decision Ben would make here. And I also
think you can see why all of our other clients have
decided to put us to work for them also. Would you
like to start with 4 units or would 8 be better?"
(Close)
"Just going to pass on this now"
If your prospect says that they are "Just going to

pass on this now," you should say:
"I can appreciate that _______, and you know

you just said something very important--you said
now. Timing is the most important part of any

decision you can make, and I think you would agree
with me wouldn't you? Well _______, the timing for
this (P-S-I) couldn't be better. Waiting will only cost
you more time and money. You see, by acting on
this now you will be able to (list benefits that you
know are important to your prospect). And I know
you can certainly appreciate that can't you? Then
don't delay any longer! What we need to do is....."
(Close)
Or,
"I understand how you feel _______, and you

sound like a lot of people I speak with who have been
putting off making a decision and missing out on all
the benefits that this (P-S-I) can provide for them.
Now I know that you would enjoy the steady income
this program can provide you with right? And I also
know that just like my other clients, you could also
benefit from the (list another benefit you know your
prospect is interested it), and of course what my
clients like best, and you can begin enjoying
immediately, is the (list another benefit). All you
need to do is to put me and my company to work for
you right now. Here is what we need to do..."
(Close)

"I don't know you, and I don't feel comfortable doing business
over the phone"
If your prospect says "I don't know you, and I don't feel
comfortable doing business over the phone," you should
say:
"That is perfectly all right, and I expect you to be

cautious about who you do business with. Most of
my existing clients felt the same way you do now
before they did business with us as well. And what
made a difference for them was the fact that we have
been successfully helping people like you get (list
benefits) for over X years now. We are also
members in good standing with the better business
bureau, and we are a fully licensed and registered
company. Now I know that these are some of the
things that are important to you aren't they?"
"But ______ that is just the start. The real test is
our performance and our track record. I am happy to
report to you that over the last X years we have
averaged (give your track record or return, or service
history, etc.). And let's face it _______, those are the
kind of results that you are looking for aren't they?
Then what we need to do is..." (Close)
"Don't like the lack of control of the investment you are offering"

If your prospect says that they, "Don't like the lack of
control of the investment you are offering," you should say:
"I understand exactly how you feel _______, and

I would feel that way as well. And that is why you
must be able to rely on and trust in the people you are
doing business with right? You see I'm sure you own
stock in GM or other companies don't you? Well
remember, you are not a member of the board of
those companies, nor do you have direct say as to
what those companies invest your money in.
But ________ the point is this. You don't have
control, nor would you really want control. The
important thing to you is that you feel comfortable
enough to have faith and trust in the people you are
doing business with. Isn't that right? So let's talk
about our company and let's be sure that we are the
type of company you can feel good about investing
with. First of all, we are a fully licensed and
registered brokerage house, and of course members
in good standing with the better business bureau.
And that is always a good start isn't it? (List your
company’s affiliations)
Well _______, that is only the start. The most
important thing is our track record. Over the last few
years, (our investments, or this market, or this
product) (explain track record). And let's face it
_______, those are the kind of results you would
expect when you (invest, purchase, put to work, etc)

isn't it? Then let's take the next positive step and get
you into this market so you can start enjoying these
kinds of results for yourself. Here is what we need to
do......" (Close)
"Too risky,"
If your prospect says that your product is "Too

risky," you should reply:
"I understand how you feel _______, and I think

you would agree with me that diversity is the key to
any successful investment portfolio isn't it? I, too,
think you should keep the majority of your money in
'safe' investments like bonds, some real estate, mutual
funds, etc.. But you know that to maximize your
growth you also need to take some risk. Now I
would never tell you to gamble with your money.
What I am encouraging you to do is to carefully
consider all the facts of this investment so that you
can make an intelligent decision on how to diversify
a portion of your money to get the highest rate of
return possible."
Now go over the benefits of your investment
with them. When done, confirm your answer and
close.

"It is still too risky,"
Another good comeback to "It is too risky," is:
"This is not a ordinary investment. This is not a

CD that will give you a 3 to 4% return. This is not a
real estate investment that will give you a 6 to 10%
return. Now I'm not saying that those are bad
investments, I think conservative investments like
those are the backbone of any solid investment
portfolio.
"But ______, you also need to invest a portion of
your money into a program like this that has the
potential of giving you better returns than all of your
other investments combined! Now I'm not saying
put all of your money into this program. What I am
saying is be smart. Diversify just a portion of your
portfolio into this, and put yourself in the position to
make these kinds of returns. Now I know that you
could write a check for X amount without taking food
off the table right? Then you owe it to yourself and
your family to start earning these kinds of returns
today. Here is what we need to do....." (Close)
"Don't do business over the phone,"
If your prospect says that they "Don't do business

over the phone," you should say:

"I understand how you feel and let me ask you,
when was the last time you talked to your stock
broker over the phone? Or how about your real
estate broker? You see the point is that billions of
dollars each year are traded over the telephone.
Doing business over the phone has become the most
efficient and economical way of doing business. I
think that what you are really saying is that you want
to make sure that the people you do business with
over the phone are reputable and trustworthy isn't that
right?"
"Well _______, I am happy to tell you that we
have been doing business successfully now for (give
your company track record, and then list benefits and
close!)
"Too busy now,"

If your prospect says that they are "Too busy now," and
they want you to call back in a few weeks you should
say:
"That's fine _______, and I can appreciate how

busy you are. You probably have a lot of work on
your desk, and you probably review a lot of offerings,
and I want you to know that I'm just as busy as you
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are so I know how you feel. You see I've got many
clients and accounts to keep up with myself, in
addition to trying to keep in contact with new clients
like yourself. So I'll tell you that I'm willing to call
you back next week, or next month, or even next year
if that is the case, but the bottom line is this--you
know as a busy professional that when a good
opportunity comes along it is imperative that you
evaluate it quickly and make a decision based on all
the available information, isn't that right?
“Well _______, I'm only here to help you make
that decision in as quick a time as possible. (Try to
control here, and have them get the information. If
they won't or can't now, then get a firm time that
same day to get back to them) I'm looking at my
schedule right now, and I can give you a call back
this evening at let's say 7 o'clock or 7:30. Which is
best for you?"
"I don't like high pressure salespeople, and I feel like you are
pushing me into this,"
If your prospect says "I don't like high pressure

salespeople, and I feel like you are pushing me into this," you
should say:

"________, let me say one thing. First of all I
want to apologize. I'm not here to put you in a
position of being pressured, and I don't want you to
make a quick decision on the spot. If I don't get
anything more across to you on this conversation, I
want you to get this--I'm a professional who is here to
help you learn all the facts on this (P-S-I) so that you
are in the best possible position to make the right
decision. You can appreciate that can't you?
"Please don't confuse my enthusiasm with
pressure. You see, I just get a little excited when I
know that I am talking with someone like yourself
who could really benefit from this (P-S-I). I know
that you would enjoy the (list the benefits again--
confirm your answer, and then). Well _______, just
to clarify my thinking, what about this (P-S-I) is
holding you back right now?" (Listen, isolate, and
close)
"Assumptive close."
Another important kind of close to learn is the

"Assumptive close." Whenever closing, you should
expect that your prospect is going to say no, but you
should always assume that they are going to buy. For

example, rather than asking your prospect if they
want to participate in your program, you should
assume that they do, and you should be asking them
at what level of participation they are going to start
with. Try:
"I know that this (P-S-I) makes sense you, and I

also know that you will enjoy all the benefits we just
talked about. The nice thing is that there are several
ways for you to get involved. The first way would be
to start with our introductory minimum order of just
$10,000, or you can begin with our professional
position of $25,000, or you can get the maximum
benefit from this program by beginning with our elite
position of $100,000. Which is best for you?"
"Close by asking for the order rather than going on."
Sometimes during a close you will get definite

buying signals, such as when you say, "And that is a
nice feature isn't it?," and your prospect replies "It
sure is!" It is so important at these times to go ahead
and "Close by asking for the order rather than going on."
Remember, you don't have to go through your entire
presentation before you can ask for the order! Any
time you get a buying signal you should close and
ask for the order. For example, if you call a prospect
back and ask them if they liked the material you sent

and they say yes, then don't go into your pitch,
instead say:
"I knew you would, and the nice thing about this
is how easy it is for you to begin enjoying the
(benefits). All we have to do is to fill out that
subscription/order document at the back of the
booklet, do you see that there?"
"That's a nice feature isn't it,"
Or, if you use the tie down "That's a nice feature isn't
it," and they respond that it is, then say:
"And it gets even better when you realize how

easy it is for you to start enjoying it for yourself. All
you have to do is let me know what day is best for
you to have this unit delivered. Is next Tuesday
good, or would you prefer Wednesday morning?"
"Sitting on the fence,"
If your prospect is "Sitting on the fence," and you

just don't know where to go, it is important at this
point to instill confidence and trust. You should use

closes that stress building a relationship. You should
try:
"________, you seem a little hesitant right now,

and I can understand how you feel. Taking the first
step in any new venture is often difficult. But it is
important for you to realize that I am on your side in
this. We are in this together. My goal is to put you
into a program/product/service like this that will
earn/provide you with the results you are looking for.
And it only makes sense that if I can perform for you
like I do for my other clients, then you too will want
to (reinvest or reorder) with me and my company for
many years won't you?
“And that is my main concern. Now _______ I
am not saying that you should start with a large order
that will be uncomfortable for you. Rather, just start
with enough to put my company and me to work for
you. We can then base all other participation on the
successful results we achieve here. Would you like
to start with X order, or would Y order be better for
you?"
"New client account"
Another "New client account" close to use would be:

"________ if doing business over the phone like
this is hard for you, I want you to know that I
understand. It is hard for me also. But putting my
company and me to work for you right now could
turn out to be one of the wisest and most enjoyable
moves you can make this year!
“I know that like all my other clients, you are
certainly going to enjoy the (benefits that they are
interested in most). And the service you will get
from me will be top notch, I can assure you of that.
But in addition to those important features, the most
important benefit you will gain from acting now is
the long-term relationship that you will form with me
and my company. You see, when you start
experiencing these benefits for yourself, I know that
you are going to want to (reinvest or reorder) with me
and my company, and that way we will both continue
to benefit for many years to come. So let's start that
relationship right now! Pull out that order form, and
I will help you fill it out. Do you see it right
there?..." (Close)
“I can get cheaper,"
If your prospects says, “I can get cheaper," or “Well the

XYZ company has something similar or for less

money," or anything like that, then you have to build
value in yourself. Try:
“You know _________ I'm aware of all the other

options for this (product or service) and quite frankly
if I thought any of them were better for my clients,
I’d be working for there and selling them.
“When I got into this industry I did my own research,

and I looked for the best company that not only
offered the best (product or service) but also
delivered the best customer service and follow-up. I
chose (your company) because they give my clients
the best overall value and the best experience and that
means they continue to do business with me and refer
new business to me as well.
"If there was a better product or company for you to

be doing business with I’d be there. But there isn’t.
“Bottom line -- if you want the best overall value,

results and experience with this (your product or
service) then do what I do did – choose (your
company) – You’ll always be glad you did.. Now, do
you want to start with the X size order or would the
Y size order be better?"

"The Take away,"
A very effective type of close is the "Take away."

This close can be used after you have used five or six
closes and your prospect still won't budge. The
theory behind a take away is simple--people want
what they think they can't have. A good take away to
use is:
"You know _______ maybe this

program/product/service isn't for you after all. I don't
want you to think that I am pushing you to (invest,
purchase). I mean this investment/product/offer is
going to go on with or without your participation.
And our clients are going to continue to enjoy the
(list benefits) whether you are involved or not.
You see _______, you can let this opportunity
pass you by like I'm sure you have many others. But
you have to realize that you can't score a touchdown
sitting on the bench. Now I know that you are
interested in this sort of investment/product/service
or we wouldn't be talking right now. And I know that
you can certainly benefit from the income this can
produce. And after you have been receiving that
income for a few years, I know that you, like my
other clients, will be reinvesting with me for years to
come, and that is what we both want. So let's get you
started now. Would you like to start with X amount
or would Y amount be better?" (Close)

"Take away #2"
And another "Take away #2" close:
"________, I'm not here to put you in a position

you don't want to be in. I mean this program is going
to continue working whether or not you invest today.
But let's face it. We both know that you can use the
(benefits that are important to them). And we also
know that you wouldn't have invested this much time
reading and reviewing the information if you weren't
really interested in participating in it.
“So take the next positive step _______, and take
advantage of this opportunity. You will always be
glad you took action today! Here is what we need to
do..."
"Won't commit, and insists on putting you off,"
If at the end your prospect "Won't commit, and insists

on putting you off," a good take away rebuttal to leave
them with is:
"You know ________, I think I've already spent

too much time with you on this, and I've got many
other people who realize the value of this opportunity
and are waiting to hear from me. So here is what I

will do. I'll hold your position for X amount until
noon tomorrow. And If I don't hear from you by
then, then I'll go ahead and lock that in for you, and
you'll be assured of getting into the project. You do
have my 800 number right?" (Close)
"Now time to call them back,"
If, however, your prospect has succeeded in

putting you off and it is "Now time to call them back,"
please do not under any circumstance ask if they have
read it over, or if they have made a decision. If you
do, you will just be giving them another opportunity
to say no! Rather, there are two ways to get back to
your prospect. The first way is to begin reselling
them, and the second way is to assume the deal.
Here's the first way:
"Since we last spoke we have had some exciting

information that I wanted to share with you (give
them any new developments, or just go over some of
the important benefits again). And of course how
this affects you is that by getting involved now you
will be able to (show them how the benefits will help
them). And I'm sure that you will enjoy using this
product just as much as my other clients. Here is
what we need to do to get you involved in this.."
Close

"Assuming the deal"
And "Assuming the deal" would go:
"You know _______, I've been looking forward

to talking to you today. I have been thinking about
how happy my other clients are who have already
moved ahead with this program, and I've been
thinking about how happy you will be too once you
start enjoying (list a few benefits briefly). And I
know that in a few months or even a year from now
you will look forward to my call, and you will be
doing business with me and my company for many
years to come. And it all starts with taking positive
action right now. Would you like to start with our
minimum position of just $10,000, or would you like
to start with our professional position of $25,000?
Which is better for you?"
The Most Important Script You’ll Ever Use
I get many requests each month for phone scripts.

People want to know how to open the call, how to
avoid being blown off, how to handle objections, etc.
While I cover all this in my Top 20% Telesales Boot
Camps and products [see my “Comprehensive Top

20% Instruction Manual” for a variety of proven
scripts], there is one script that every sales rep needs
to use every day.
Now get ready because it actually doesn't have

anything to do with the objections listed above.
Nope. Rather, it is the script of what you say to
yourself over and over throughout the day.
Here's the Real Top 20% Deal -- top producers are

top producers because that's how they see themselves
performing. They have a picture of themselves -- a
self-image -- as a top producer, and it is this picture
that determines their actions and so their results.
They have a “winner consciousness" and it is this
attitude that will always determine their results.
Period.
You should know this truth right now -- you're not

losing sales because the market is bad or because the
product is overpriced or any other external event for
situation. If you're not succeeding, it's not because
your territory isn't very big, or good, or because the
leads suck. Nope. It's all about your self-image and
what you expect of yourself. What you believe is
what will become true for you, always.

This is proven over and over. As Dr. Robert
Anthony says in his book, “The Advanced Formula
For Total Success":
"Your ability to accept is determined by your

consciousness. We all know people who have more
money than they know what to do with, and we all
know many people who never have enough. Why the
difference? If a person who has virtually nothing is
given a large sum of money, within a very short time
that person will have nothing again. If we divided all
the money in the world equally, in a short time the
rich would be rich again, and the poor would be poor.
Many people think that if they could just get their

hands on a large sum of money, they would be set for
the rest of their lives. This is absolutely not true.
Surveys have shown that people who receive large
sums of money without working for them -- those
who won lotteries, or inherited wealth, for example --
almost always find themselves back to their original
financial level within two years of their windfall.
They think that if they had money, they would pay
their bills, get out of debt and start anew. But that
very seldom happens. Over ninety percent of the
people who win large sums of money in eventually
end up with no more money than they had before
their winnings. Their standard of life does not

increase and it is in many cases lowered because of
their excess spending. The point here is that if you
have a poverty consciousness or a consciousness of
lack and limitation you will literally spend yourself
into poverty. If you find yourself with too much
money you will spend whenever you have in order to
get back to your comfort zone.
Take all the money away from a person who is a

millionaire -- one who has the consciousness of the
millionaire today -- and within a short time he or she
will be a millionaire again. Riches start from the
mind, not your pocketbook, bank account or
investment. The bank account and investments are
the effects, not the cause. The cause is always an
idea or belief. A person is not rich because they have
money. They have money because they are rich in
consciousness. They believe that they are rich.
Again, this is the reason that the rich will always get
richer and the poor will always stay poor until they
changed their consciousness.”
This is powerful stuff because we all know it is true.

And I have experienced this personally because I
used to have a poverty consciousness, and my results
were that of a bottom 80% producer.

But that all that changed when I used the following
script or affirmation to change my subconscious
picture or self-image. I recommend you copy and
rewrite or adjust it to fit your product or service, and
then write it down on a 3 by 5 card and then affirm
and visualize it with emotion and feeling three times
a day.
I guarantee you that if you do this, your results will

change. It will be the most important script you'll
ever use:
$55,000 GROSS PROFIT PRODUCTION (whatever

sales production you want)
I feel so powerful now that I am closing more

business. It's like me to qualify each prospect
thoroughly, and I often uncover their exact buying
motives. I'm a powerful closer and if my client says
no, that's when I go to work -- I listen for my opening
and I use all the right scripts, rebuttals, and closing
techniques. And it's working! I'm closing more
sales, making more money, and I love seeing my
name on the deal board over and over. I knew I
could do it and this feels great.
I used the above affirmation consistently, with

emotion, and within 90 days I was the closer of the

month out of 25 reps in the office. And I never
looked back. And you can do it to. The bottom line
is that you’re always going to be affirming and
building your conscious picture of yourself. Is it
going to be a poor or rich picture? It’s always up to
you.
Use the above affirmation, or create your own, then

visualize it, feel it and watch your sales take off. It
works, it really does…
Conclusion: You now have a variety of proven closes

and techniques that you can begin using immediately
to increase your closing ratio as well as your income.
Print these out, adjust them to your product or
service, and commit to using them and improving on
each and every call. The more often you use them,
the more successful you will be!
If you found these techniques valuable, I urge you to

invest in my other products and begin using the
proven techniques available in them as well.
For starters, my all new 5 – CD series, “Secrets of

the Top 20%, How to Double Your Income Selling
Over the Phone” is now available, and by listening

to it in your car before or after work, you can
transform yourself into a Top 20% producer!
Years ago I invested a couple of hundred dollars into

a cassette series on telemarketing and made
HUNDREDS OF THOUSANDS OF DOLLARS as a
direct result of learning and using proven techniques.
YOU CAN DO THE SAME HERE!
Order Your Copy Today!
For this and all other products, visit:

www.MrInsideSales.com
All the best,
Mike Brooks
Mr. Inside Sales
(818) 999-0869

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Introduction............................................................................................................

2 www.MrInsideSales.com Copyright @ 2007 (818) 999-0869

Congratulations on your purchase of “The

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1. Very simply, the more closely you follow a

2. Another very practical and important reason

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3. Scripts also allow you to remain in control of

4. The most important benefit you will gain

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5. Following scripts gives you confidence. You

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A big thing that following scripts allows you to do is

Using scripts allows you to practice perfection,

So always use a script and begin practicing perfection

Improve On Each Call

Every call is an opportunity for you to improve: Here

a. What went right?

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Follow this advice on each call and you’ll find that

Cold Calling Scripts: Initial Resistance Scripts

Start by being prepared for the reflex responses and

The Top 20% are prepared for this initial resistance

The Top 3 reflex responses you get when qualifying:

a. I’m not interested.

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c. We’re already taken care of.

Use the Scripted Responses below each time you get

Reflex Response #1: “I’m not interested”

(Note: This objection is a reflex response and is used

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Reflex Response #2: “Just send the information”

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(Note: They may well be, but THINGS CHANGE!

Next in Line Script:

“Great. I’ll go ahead and send you some of my

Get all their contact information, then:

“Great. Just out of curiosity, _______ , what might

Qualify, Qualify, Qualify!!

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“That's great _________, that tells me you

How to Handle the Negative Prospect

Invariably while cold calling you will run up

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"_______, just imagine for a moment that what I was

"Just suppose for a moment that my product was able

"Let's say for a minute you were to move ahead with

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"________, why do you think that some of the (top

"In addition to the monthly income and great tax

"Besides the tremendous dependability and service

These are great techniques to get your prospect

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When your prospect asks you about the price of your

1) Remain silent, waiting for them to ask another

Guess what? All these responses are wrong. If you

1) How does that price sound to you?

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How to eliminate screening – forever!

Most sales reps hate cold calling because they have to

“Yes, please, please tell him _ _ with