How To Make The Handoff From Setter To Closer More Effective

Why building a friendship between Salesrep – Homeowner will help

The fastest way to make a customer feel like they’re buying from a sales rep and not directly the company is to build the personal relationship with the sales rep and homeowner.

See, people buy from people they trust and like not companies.

If you make a deliberate effort to make the salesman and homeowner have a friendship, though that doesn’t mean they’ll be invited to cookouts and baby showers, but a meet a friend on a vacation type of way, you’ll make the salesman more likely to close since the homeowner likes the salesman.

Not only that, this is the most a salesman has probably cared about this homeowner before so even a $1-2k extra  in your price may be overlooked since they like and trust your sales rep.

Where to start with this

There is multiple ways and all of them are before the appointment even happens, building rapport in person is good, but here’s the real secret.

From the get-go have the appointment setter from your team introduce the person they’ll be meeting and have them say something along the lines of.

“I just booked you in with Allen, he’s one of our estimators here at XYZ Roofing and he’s been with us for 2 years now and he’ll be inspecting your roof and putting together an idea of how we could help with your Roof Replacement project. He’s a sweetheart and I promise you’ll love him. In a moment here he’ll send you a message introducing himself but if you want to reach him now his number is (773) 217-0793 Just to double check, does August 6th at 4pm still work for you?”

This is a rough idea of what your setter could say but big picture, the setter is:

• Introducing the sales Rep
• Explaining what they’ll be doing at their home
• Giving some hype about their character and who they are
• Letting them know the reps contact info
• Reiterating the appointment time (For show rates)

This is a simple framework to simply introducing the sales rep and making them seem better and friendlier to the homeowner

Send personalized video to homeowner

Now here’s where the salesman does his part and does the “In a moment here he’ll send you a message introducing himself” part of the hand off.

To makes the relationship even that much personal make sure that the sales rep introduces himself over text or video to the homeowner so the homeowner can understand who they’ll be meeting.

Like a chain of touch points (That’s what this strategy is)

Here’s quick pros and cons of both routes:

 

Video: More personal since the homeowner knows who they’re talking to and what they sound like and speak like

The con for this one is that if they look scary, then it may be a little off putting.

 

Text introduction: Good for if the sales rep looks scary and or intimidating but perfect too if the sales rep is slammed with work.

The con for this one is less personal unlike the video that would show the homeowner how they speak and sound.

 

How to structure said video

There are a couple points to touch when recording this video

• Introduce the Sales Rep’s name and role at the company
• Reiterate what they’ll be doing at their home
• Ask them if they have any questions about the process and to shoot a message there
• Reiterate the appointment time

Simple.

Don’t overcomplicate this part just make it natural and personal not polished and perfect. The homeowner is going to find out if they have a stutter when they talk to them in person or anything else

You could go two routes from here too to make it scalable and less personal or more personal and less scalable

• Make one video to send to everyone
• Make one video for every appointment with the homeowners name at the start “Hey Mrs. Anderson it’s  . . . “