Reichheld, Fred, 6
Rejection, dealing with, 217–220
Relationship-oriented communication style, 173
Relationships:
with clients, 20–22, 24–25, 83, 100
with prospects (see Courtships with prospects)
of prospects and referral sources, 84
Relevance, 201
Reluctant referral sources, 55–56
Reminders, 86, 156–157
Reports, free, 126–127
Reputation, 18
Research, 108, 115–117, 143
Resource, presenting yourself as, 134–135
Responsiveness, 18
Return calls, increasing probability of, 146–147
Rigg, Alan, 219
Riley, Lorna, 62
Rischall, Ben, 54
Saeks, Ford, 69, 76
Safety:
of asking for referrals, 10
of introductions, 82–83
Sales:
closing, 5, 165, 216, 224
confirming, 5, 165, 224
size of, 3
Sales Authenticity & Success Mastermind, 34, 119
Sales pitches, 103, 127
Sales process, 185–196
asking permission in, 221
and benefits of referrals, 3
brainstorming in, 164, 190
closing the sale in, 5
decision makers in, 190–191
desired outcome of, 189
invitations in, 164
moving process forward, 188–189
permission in, 164
persistence in, 191–195
practicing aspects of, 228–230
questioning in, 178
selling processes vs. products, 185–187
transparency in, 187–189
and walking away from business, 195–196
Sandler, Dave, 13, 160
Sasevich, Lisa, 34, 119
Satmetrix, 6
Scarce-resource approach, 158
Scarcity mentality, 195
Scheduling:
of next appointment, 132, 156, 188
of prospecting calls, 140
Schriver, Kevin, 54–55
Scripts:
phone call, 135–136
voice-mail message, 144
Search engine optimization (SEO), 67
Self-serving verbiage, 143
Selling to Big Companies (Jill Konrath), 142
SendOutCards, 22, 36, 151
SEO (search engine optimization), 67
Service, 27, 169–170
76 Ways to Build a Straight Referral Business ASAP! (Lorna Riley), 62
Share buttons, 70
Simoes, Nelson, 28
Skype, 148
Small talk, 173
Smith, Murray, 8
SNAP Selling (Jill Konrath), 145, 154
Sobczak, Art, 204
Sobel, Andrew, 177
Social events, 58, 154–155, 159
Social media, 67–77
and blogs, 69–70
Facebook, 74–76
LinkedIn, 70–72
recommendations on, 68–69
Twitter, 72–74
and your website, 67–68
YouTube, 76–78
Social time, in educational events, 110
Solutions, providing, 180
Special reports, 124
Specialists, 121–122, 199
Staff, 231–232
Storytelling, 118, 205–208
Success, messages about, 22–23
Successful Cold Call Selling (Lee Boyan), 180–181
Suggestions:
making, 223–224
of referral prospects, 42–43
Sullivan, Brian, 208, 210
Surveys, client, 63–64, 125–126
Tamberells, Erin, 30
Target lists, for referral sources, 59
Task-oriented communication style, 173
Teaching:
about your value proposition, 211–212
building trust by, 174
at passion-based events, 112
of referral methods, 31–33, 57
Technology, online appointment, 149
Telephone Sales for Dummies (Dirk Zeller), 119, 121, 131–132, 135, 178
Templates, introduction, 91–94
Tension (four T’s of referrals), 13, 14
Testimonials, 124–126
Text messages, introductory, 92–94
Thanking clients:
appreciation marketing, 21–22
for referrals, 35–38
sending reminders by, 86
Themes, Client Attraction Stories, 207
Think and Grow Rich (Napoleon Hill), 15
Third-party endorsements, 124–126
Time frame:
for acting on referrals, 87–88
for introductions, 85–86
Timing:
of actions by prospects, 153
of introductions, 192
objections about, 219
of referral requests, 50–51
Tracy, Brian, 165, 216
Training sessions, dealing with rejection in, 220
Transaction (four T’s of referrals), 13, 14
Transformations, 205
Transitions, rapport-building to business, 136–137
Transparency, 187–189
Trust:
borrowed, 2–3, 12–14, 80, 167
false, 174
in four T’s of referrals, 13, 14
and referability, 18
and service, 169–170
Trust building, 167–183
by asking questions, 168–169
and assumptions, 172–173
and communication styles, 173–174
by discussing expectations, 171
at events, 100–101
and knowledge/expertise, 174
by leading with value, 169–170
by listening, 169, 173
by problem solving, 175
by telling the truth, 170
value propositions, 171–172
Trusted peers, 143–144
Truth-telling, trust building and, 170
Tweetchats, 73
Twitter, 72–74, 92–94
Unpleasant referral prospects, 195–196
URL conversion (for tweets), 93
Value:
leading with, 169–170
recognition of, 18, 43–45, 50
(See also Added value)
Value discussions:
in introductions, 83–84
with orphan accounts, 62
trust building with, 171–172
in VIPS Method™, 41–42
Value proposition, 197–213
belief in, 83
benefits of benefits in, 203–205
choices in, 212–213
and Client Attraction Stories, 205–208
conviction in, 199–200
differentiating yourself with, 200–201
enthusiasm and belief in, 197–199
and free samples, 211
for friends and family, 52
language for, 119–120
and prices/fees, 208–210
sales based on, 5
transformations in, 205
in voice-mail messages, 143
your “why” in, 201–203
Value-centered persistence, 193
Venues, event, 103–104
Vickers, Michael, 11–12, 168, 224
Video blog (vlog), 70
Video conferences, 148–149
Videotaping, practice session, 229–230
VIP lists, 155, 159–160
VIPS Method™, 41–43, 60, 190
Visual aids, 148, 174
Vlog (video blog), 70
Voice, e-mail introduction, 91–92
Voice-mail messages, 88, 136, 142�
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Walking away from business, 195–196
Warm research, 116
Web presence, 67–68, 128–129
Webex, 97, 149
Webinars, 96–97
Websites:
engaging prospects with, 149–150
landing page of, 95–96
testimonials on, 124–126
Twitter links to, 73
visibility of, 67–68
in your body of evidence, 124
Weiss, Alan, 17–18, 223
“What’s important to them” strategy, 134
Whitley, Bill, 117–118, 182–183, 204
“Why,” your, 201–203
Wilks, Bill, 6
Word of Internet, 67 (See also Social media)
Word of mouth:
and business growth, 8
connections from, 61
and promotional items, 33–34
and referral culture, 6
stimulating, 39
Word Press, 96
Wow Line (Client Conversation method), 118
Wyatt, Tommy, 21
Yahoo, 117
YouTube:
stimulating referrals with, 76–78
and web presence, 68, 128–129
Zeller, Dirk, 119, 121, 131–132, 135, 140, 178
ABOUT THE AUTHOR
Bill Cates, CSP, CPAE, hails from Clarksville, Maryland, and is widely recognized as one of the foremost experts in the art and science of acquiring new clients through referrals and other relationship marketing strategies. His books, Get More Referrals Now! and Don’t Keep Me a Secret! have revolutionized the way many business professionals are acquiring more and better clients through referrals. Bill is the president of Referral Coach International and the creator of The Referral Advantage Program™, The Referral Champions System™, and the Unlimited Referrals System™.
Inducted into the Professional Speakers Hall of Fame, Bill is a highly sought-after speaker on sales, marketing, and, of course, referrals. His referral system has been featured in such publications as Success magazine, Entrepreneur magazine, Selling Power and the Wall Street Journal. His own business success has been featured in Money magazine.
Bill is also somewhat of an adventurer. He has reached the summit of Mt. Kilimanjaro, trekked through the Himalayas, camped in the Arctic Circle, and toured the country as the drummer in a rock-and-roll band. His next adventure will be a visit to Antarctica in 2014.
www.ReferralCoach.com