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Lightning Round: Transitional Problem Statement Pivot Drill

Practice transitioning to a new problem statement and open-ended question when the customer doesn't relate to the initial one. Improve your skills in handling rejection and pivoting effectively.

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Lightning Round: Transitional Problem Statement Pivot Drill

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  1. SalesGym Lightning Round: TOPHAT Practice Transitional Problem Statement Pivot Drill Coaching Series

  2. Lightning Round Practice Exercise Setup: • Let’s imagine you just resolved a fairly simple billing problem for the customer • This is a friendly customer and we learned they currently have cable internet • We start into a Transitional Problem Statement about inconsistent internet speeds throughout the day/week and ask our Open-Ended Question (the T-O of TOPHAT) to see if they have experienced the same issue at their home.... • The customer responds that they have not experienced that issue before Practice Setup

  3. Lightning Round Our Specific Challenge • We will be practicing how to respond and pivot into a new Transitional Problem Statement (TPS) and Open-ended Question when the customer does not relate to our first TPS • The new TPS that we will all practice pivoting to will be on home internet security • Our goal is to become more comfortable with being rejected and then easily pivoting into a new TPS • Before we say our second TPS, we are going to acknowledge what the customer said The Challenge

  4. TOPHAT Practice Using TOPHAT on every call means you are making more offers and will be rejected more- this is good! If the customer responds negatively to your first T-O, acknowledge their answer and pivot to another T-O Best Practices Review Focus less on trying to sell them, and more on seeing if they relate to any of these other issues you hear Giving a good, friendly acknowledge statement before your second T-O sounds more conversational A friendly and helpful voice tone is important

  5. Practice Rules

  6. TOPHAT Process T If Negative response O If Positive response P H A T

  7. Practice Debrief What did we notice that was effective from all of the examples we just heard? What’s the most important thing you’ll focus on in round 2 to make your 2nd demonstration even better?

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