Have you ever heard the phrase, “Never, never, never assume”? or “Assume makes an ASS out of U and ME”? And yet we still make assumptions, instead of asking that can easily become questions that help maintain your client in a “Yes-Frame“.
A “Yes-Frame” is simply a series of questions that get your caller into the practice of saying “Yes”. A Yes frame of mind, so to speak. It is important because when the time comes for the caller to answer Yes to the most important question of the call, “Would you like to book that now?” they are well rehearsed. And the easiest way to achieve a “Yes-Frame” is by asking questions and not making assumptions.
Consider this example. It’s the before shot.
Agent: “Is that for just one night?” Caller: “No, three.”
Agent: “Just one person?” Caller: “No, with my husband.”
Agent: “And you’ll be flying in?” Caller: “No, we drive, our daughter died in a plane crash”
What sort of a head space do you think you have led your caller into? A positive one? I don’t think so… And each time the caller said “No”, what was being reinforced? “No!”
And “No” is where you have led the caller’s focus. You’ve got them in the habit of saying “No” so that when you ask the next question, that’s what they’ll want to answer, no? And when you get to the most important question of the call, asking for the sale, they will be well practised in saying “No”.
I think I’ve said “No” too many times now. That’s not where I want our focus to be. Time to get us back into a “Yes-Frame“!
Instead, we want the internal representations, the pictures, sounds, feelings that we are creating in the other person to be positive. When you make assumptions, you have less control over these internal pictures and feelings, than by simply asking questions. Simple questions to elicit transactional information can keep the conversation neutral until the caller gives you a hook. Then latch on!
Agent: “Howmany nights are you booking?” Caller: “Three.”
Agent: “And howmany adults and children are staying?” Caller: “Two adults.”
Agent: “How will you be arriving at the hotel?” Caller: “We will be driving.”
Now we have something to work on! A conversation can actually occur now, quite naturally based on these answers. “Will you be driving far? We have a comfortable one bedroom suite that would suit a longer stay such as yours. And it has a spa so you can wash away all the driving aches so you are refreshed to start your stay. Are you travelling for leisure or on business?” As you become more adept at this, you start to see a pattern occur – pace, pace, lead – that enables you linguistically to get more sales, at better rates.
The magic of the “Yes-Frame“, combined with pace, pace, lead is that you get the caller to start thinking about the benefits of staying with you, as opposed to the reasons why they shouldn’t.
All that being said, there is one thing, and only one thing that you should assume at all times – the sale! Stay tuned for the upcoming article – Assumption Gumption!
For now, all you have to remember and practise is asking questions that elicit a YES response.