My contribution FWIW: This is the kind of thing I usually say: "Tell me about your piano and the kind of service you are looking for ..." (Listen, ask questions about when it was last tuned, etc.) I like questions like: "Are you the pianist?" or "My name is Alan. Who am I speaking with?" I try to get a dialog going, on a more personal basis--and about the piano. That way, I can take control of the conversation in a professional way that is not the least bit rude. When you do quote a fee--even if it's obvious that they are just shopping--don't say it apologetically, be bold and assumptive. Use the salesman's forced-choice closes because they really work and you ARE trying to close a sale--you must think of it that way. This approach puts you in charge because they are questions that can only be answered in your favor. The caller can still tell you to take a flying leap, but that requires generating a whole new line of chat when it's actually easier to stay in the flow of YOUR questions than to take back control. A good salesman NEVER says "Are you interested in buying this?" He or she says: "Would you rather have the blue one in the showroom or a red one like you saw in the brochure?" "Will this be cash or charge?" "Do you want it delivered, or will you be taking it with you?" "I can have this delivered on Friday, or would Monday be better for you?" "How many would you like?" "Which model will look better in your driveway?" And so forth ... For us, say something like: "A standard tuning is $XX. Would a morning appointment work for you, or would afternoon be better?" OR "Do you want me to try and work you in before the holiday?" Etc. This also avoids dropping the price and then letting it hang in the air or creating a 'stall point' which is when you get "Let me check with my wife" or "I'll get back to you." Another thing that seems to put you in charge of the call is to ask this as soon as they ask 'How much do you charge?' ... "Has this piano been tuned regularly?" Etc. Here's a way to take control even if the first words you hear are "How much do you charge?": You can say: "Well first, Thanks for calling. My name is _________. This politely ignores the question, sends all kinds of positive signals, and should immediately be followed with "Tell me about your piano?" "When was it last serviced?" "Did one of my clients refer you to me?" "Is your piano a monstrous, whiny-treble, thuddy-bass old spinet with mouse poop all over it?" Things like that. Here's the key: Just pretend they never asked the money question until you've built a rapport, gotten some information, established yourself as a caring, knowledgeable professional, and gotten some 'read' on the clients wants, concerns, and state-of-mind. Take control, keep control. Don’t talk PRICE until you've established VALUE. In fact, if the opening question is just: "How much do you charge?" You can say: "For what?" And shut up so they have to think about that and answer it. They you can proceed with the stuff I've been babbling about, here. A lot of times, they really AREN'T calling a bunch of numbers and "shopping." They just don't want to sound uninformed, they want to sound like they really know how to conduct business. Good salespeople (most are hacks) let customers keep their dignity and, at the same time, ease them into a decision. Hope that isn't confusing. Here's the point: The caller wants her piano tuned, she doesn't want to be ripped off or sound like she doesn't know how get this done, she wants to get this over with. So here you are--asking the right questions, taking real professional interest in her and her piano. You make her comfortable and she doesn't really want to call a bunch of people, anyway, so she just books the appointment thinking: "He (she) sounds nice. If I don't like him, I can always call someone else next time. I'm glad that's arranged. Oh, goody, that thing is finally going to get tuned." If this doesn't work, you probably don't want the business, anyway. Let them hire the low-priced tuning-pin-twiddler. Do good work, get your name around, remain professional (even if it costs you money in the early days) and that customer will eventually come to you, pay your price, and be happy to do it. Anyway, as Einstein said: "That's the theory!" Alan R. Barnard Salem, MO -----Original Message----- From: pianotech-bounces@ptg.org [mailto:pianotech-bounces@ptg.org] On Behalf Of pianolover 88 Sent: Monday, June 16, 2003 9:19 PM To: pianotech@ptg.org Subject: price-shoppers! Just wanted to get some feedback on how everyone ELSE handles first-time customer calls that begin: "HOW MUCH DO YOU CHARGE?" I've tried many different approaches because there is that segment of first time callers that are more interested in getting the LOWEST price, rather than the best service, or at least that seems to be their number ONE priority. Should I just give my price point blank and then shut up and wait for there response? Usually, before i tell the customer my fees, I ask them: "when was your piano last tuned", and then get a little more pertinent piano info, THEN tell them my prices. But then you get that all too familiar response...: ok thanks, I call you back", or: " well, let me talk to my Husband/wife", etc. Fortunately, I book a fair percentage of my first time calls, but does anyone on the list have a favorite, effective way to handle these calls? I know we can't book EVERY call, but that's what I'm striving for! What I DON'T want to do is get caught up in a "price war" with other tuners. I know there are some tuners out there that will cut their prices to the bone, just too appeal to those price hunters, but I hate to have to stoop to "price wars" to compete with the few who charge $55 a tuning! I'm striving to emphasize Quality, precision, and professional, curteous service, and I know my loyal cusomers appreciate this. Terry Peterson _________________________________________________________________ Help STOP SPAM with the new MSN 8 and get 2 months FREE* http://join.msn.com/?page=features/junkmail _______________________________________________ pianotech list info: https://www.moypiano.com/resources/#archives --- Incoming mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.489 / Virus Database: 288 - Release Date: 6/10/2003 --- Outgoing mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.489 / Virus Database: 288 - Release Date: 6/10/2003
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