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Our wonderful RSMs have spent a lot of time with Josh coming up with workable phone scripts for you to use when calling customers! They are even complete with responses to common concerns and excuses.
We encourage all of our reps to read through them so you have these great responses on hand when talking to customers (or potentials) in any situation!
Hi ________________ this is ____________ with Alison’s Pantry; how are you today?
Step 1- Build Rapport – Ask about the weather, upcoming holidays, ask if they have kids, are they married, do they work outside the home or stay at home and respond appropriately. Example- It’s been super-hot where I live, what is the weather like where you are?
Set Agenda: Thank you for looking into ordering with Alison’s Pantry. During this call I’ll ask you a few questions about how familiar you are with Alison’s Pantry, then I’ll tell you my story about why I love buying AP product, and go over a few of my favorite products, and finally we’ll see if it’s a good fit for you. Do you have about 5 min to go over everything?
Step 2- Ask probing questions.
- a. How did you hear about Alison’s Pantry? Have you ordered before?
- b. So, what would you say is the biggest difficulty you have in preparing meals for your family?
- c. Does your family have any dietary restrictions
Comment appropriately to the responses to your questions. Below are some examples of what you can say with common customer responses.
- Not enough time, involved in activities away from home (BUSY) – I can relate to that. It seems like there is something that needs to be taken care of or attended to every night after I get off from work and a lot of women now work outside the home or their children are involved in a variety of after-school and evening activities. That’s why Alison’s Pantry has created meal plans with recipes and a shopping list to help busy women like you to be able to prepare quick, easy and healthy meals for their families that will bring your family back to the dinner table and help you save time and money by avoiding fast food or convenience store meals that can be twice as expensive to buy and usually not very healthy for us.
- 2. I have no idea what to fix – I have experienced that problem. My kids would come home from school and ask me “what’s for dinner” and I couldn’t think of a single thing to fix. Thank heavens for meal plans that come WITH recipes and a shopping list so I can have a whole week of meals lined out for me and I just have to check to make sure I have everything I need to make them at the beginning of the week and then I follow the dinner plan for each day by pulling out the ingredients and the recipe and I have a delicious dinner on the table in about 30 minutes. And any leftovers make a great lunch for the next day.
- 3. No extra money, short on funds – many of my customers experience those moments when it doesn’t seem like there is enough money to take care of their needs. I have several customers who are on fixed incomes or tight budgets and they love being able to buy in bulk so they have enough food to last through several meals or even for the whole month. I have one elderly lady who loves our precooked bacon and she buys the 300 ct. case so she has bacon to eat for 3 months at a time. Buying in bulk reduces the number of trips they have to make to the grocery store so they aren’t tempted to impulse shop and buy things they really don’t need or can’t afford. We also have a lot of products that are $9.99 or less and we have Hot Deals that offer a substantial savings on those products.
Step 3- Sell with a story- (tell the customer why you started purchasing from AP and why you love it) Write it down word for word so you can memorize it and rehearse it without sounding like a robot; be genuine.
Example: I was introduced to Alison’s Pantry by one of my friends. I had never heard of the company, but agreed to look through their catalog. I was impressed with how amazing the product looked and the money back guarantee got me to place my first order. After that I was hooked! They said the food would taste better because it was foodservice quality, but that’s an understatement. It’s soooooo good! Not only did I get amazing food each month I got to talk with one of my good friends and support her family. Now that I’m a sales rep myself I get to stay connected with my friends, but also meet new people too.
Step 5- Answer objections with a story. (see objection stories below) When someone tells you an objection don’t pressure the customer; instead tell a story that lets them put their defenses down. In the objection responses you’ll see that most of them start with the same sentence. Use that one if you like or come up with your own. It’s something you can say while you’re thinking of your story. Step
6- Take their Temperature. Don’t let customers feel like you’re pushing for the sale. Use a trial close. With the info you learned about your new customer offer suggestions that will help solve their problems.
Example: I can see that meal planning is definitely a struggle for you just like it is for all of us. Which meal kit sounds best to you?
Step 7- Assume the sale Would you like to pay for that with a credit card or echeck?
OBJECTIONS
1- I don’t want anything
(this one is difficult because that’s usually not the REAL reason they aren’t buying) Response: I completely understand and the last thing I want to do is waste your time, however, when someone tells me they don’t want anything it’s usually because I haven’t done my job well enough or they decided to stop eating. Let’s hope you didn’t decide to stop eating….hahaha so, could you tell me where I went wrong?
2- My freezers are full
Response #1: I completely understand and I don’t want to waste any of your time, however, one of our customers used to worry about that all the time. They would look through the catalog and see all the items they wanted then remember that the freezer seemed pretty full last time they checked. One month while wishing she had some chicken breasts she realized that even if she ordered on the deadline date she still had at least another week to plan a few meals from her freezer to clear room for what she really wanted. Also, we’re having a sale on ________________ and I didn’t want you to miss out on it.
Response #2: I completely understand and I don’t want to waste any of your time, however I have several customers thank me all the time for matching up some of the spices we sell to what is in their freezer. It turns an okay meal into a hit! Are there some dry items I can pair with what you have in your freezer?
Response #3: I completely understand and I don’t want to waste any of your time, however, I had a customer with that same problem. Her freezer was full. We talked about some of her family’s favorites and discovered that they loved eating breakfast for dinner. So she ordered our one of a kind sweet cream pancakes, heavenly blueberry muffin mix and a small package of bacon. She was set with a quick meal for dinner everyone loved. What does your family love eating for dinner?
Response #4: I can totally relate to that, I have 3 freezers’ full of food. Sometimes it’s over whelming to have all this food and not know what to do with it. I have a help for you, AP offers these great weeks of meals. It’s an outline of all the meals, what you need to prepare them and how to do it. I bet these would be great for you, you probably have a lot of the ingredients in your freezer that you already need. Then you won’t dread getting in your freezer. I have a friend that tells me that she loves having a freezer full of food, because she never has to worry about feeding her family and she has found that Alison’s Pantry gives her so many new ideas and ways to use what she buys.
3- It’s too expensive Response:
I completely understand and I don’t want to waste any of your time, however, a lot of my customers tell me how much they hate going to a grocery store all the time. You know, dealing with screaming kids, long checkout lines, impulse buys adding up, rude checkers the list goes on. My customers tell me that they feel the convenience and customer service I offer is well worth the extra expense. Response
#2: I completely understand and I don’t want to waste any of your time, however, I had a customer that was really concerned about price too, and she was hesitant to buy. What she found was that Alison’s Pantry actually saved her loads of money because she had quick easy meals on hand to fix so she didn’t have to stop at McDonald’s on the way to soccer practice. AND she saved money because she wasn’t constantly running to the grocery store for one or two items and coming out having spent $75. Plus with our 100% money back guarantee she realized there was no risk in trying something new.
Response #3: I completely understand and I don’t want to waste any of your time, however, I can tell you that I do have some price sensitive customers. They tell me all the time how much they love our hot deals and pantry bargain products. The price is unbeatable and they are some of our top sellers.
4- I’d rather go to the grocery store
Response: I completely understand and I don’t want to waste any of your time, however, many of my customers tell me that the food they buy from most grocery stores is nowhere near the quality AP offers. I’ve experienced this myself many times. In fact, one of our customers told us that their kids won’t eat the cheap food from grocery stores, but they rave over Alison’s Pantry food.
5- Shipping is too much
Response: I completely understand and I don’t want to waste any of your time, however, I have a customer that used to say the same thing until one day he took a sales class about product and shipping costs. He found out that most companies just add the shipping into the cost of the product or charged a membership fee that covers shipping costs. He also found out that 10% shipping is an amazing deal when comparing shipping rates.
6- I haven’t looked through the catalog yet
Response: Ok, no worries, I’d be happy to go through it with you now to help with some meal planning, or would you rather schedule a time to talk later?
7- It’s inconvenient for me to pick up
Response: I completely understand and I don’t want to waste any of your time, however, a customer who orders from us monthly now explained that at first grocery shopping with Alison’s Pantry felt different. She was used to frequent trips to the grocery store as she ran out of things. As her Rep helped her simplify her meals, they became friends and now her well-stocked freezer and pantry mean a lot fewer trips to the grocery store (which is saving her money). She connects with her Rep once a month to stock up and they also get to enjoy chatting for a few minutes. She loves the time she has saved!”
8- I already stocked up at Costco, Walmart, Macey’s, ect. this month.
Response: I understand how you feel; I love to stock up too, however, I have a lot of customers who tell me that no matter what they buy at Costco, they always find things they still need things from Alison’s Pantry. Costco simply doesn’t have every item that they need for their meals, and they love the convenience of getting it from a friend. They also told me they love the convenience of going online and placing an order knowing it will be delivered soon.
Option One:
Hi _________ how are you? I wanted to check in with you, do you have a min? (Build rapport here). Ask about their family, their pet, mention the weather or an upcoming holiday. I haven’t been able to catch you. I know how busy you are and I didn’t want to miss you. Is there anything you want to order this month?
Yes____ Great! Take order.
No ___ Ok, I just didn’t want you to miss out on (awesome product) I love it and I thought you might not have seen it.
*Talk about a featured item each month in call.
*Remind customer about the sample they tried at pick up and ask if they would like to add that to their order.
Option two:
Hi_______ how are you? I wanted to check in with you, do you have a min? (Build rapport here). Ask about their family, their pet, mention the weather or an upcoming holiday.
Alison’s Pantry is trying a new thing this month and we are really focusing on customer satisfaction. They asked us to call all the customers this month and ask them what they need most. Is there anything special you are looking for?
Yes___ Tell them about a product that we have that meets their needs.
No ___ Ok, I just didn’t want you to miss out on (awesome product) I love it and I thought you might not have seen it.
Don’t let customers feel like you’re pushing for the sale. Use a trial close. With the info you learned about your new customer, offer suggestions that will help solve their problems.
Example: What can I put you down for? Or Do any of the new or sale items sound like something you’re interested in?
Would you like to pay for that with a credit card or echeck?
They placed an order
Thank them for their order, give them their total due, and let them know when the payment will process and when the order will be delivered to you. Wish them a good day and let them know you will see them when the order comes in. (If they are Net 10, let them know when they will need to pay you.)
They don’t want anything this month
Thank them for their time, let them know when the order closes so they can still order if they change their mind, and wish them a good day.
OBJECTIONS
Answer objections with a story. When someone tells you an objection don’t pressure the customer; instead tell a story that lets them put their defenses down. In the objection responses, you’ll see that most of them start with the same sentence. Use that one if you like or come up with your own. It’s something you can say while you’re thinking of your story.
1- I don’t want anything
(this one is difficult because that’s usually not the REAL reason they aren’t buying) Response: I understand that. I just wanted to make sure you weren’t missing out on any of the new or sale items this month. I was just talking with my friend who said the same thing, but at the last minute noticed the new <> we have on sale and was so excited to find a great buy.
2- My freezers are full
Response: I understand that. One of our customers used to worry about that all the time. They would look through the catalog and see all the items they wanted then remember that the freezer seemed pretty full last time they checked. One month while wishing she had some chicken breasts she realized that even if she ordered on the deadline date she still had at least another week to plan a few meals from her freezer to clear room for what she really wanted. Also, we’re having a sale on ________________ and I didn’t want you to miss out on it.
Response #2: I understand. I have several customers thank me all the time for matching up some of the spices we sell to what is in their freezer. It turns an okay meal into a hit! Are there some dry items I can pair with what you have in your freezer?
Response #3: I understand, I had a customer with that same problem. Her freezer was full. We talked about some of her family’s favorites and discovered that they loved eating breakfast for dinner. So she ordered our one of a kind sweet cream pancakes, heavenly blueberry muffin mix and a small package of bacon. She was set with a quick meal for dinner everyone loved. What does your family love eating for dinner?
Response #4: I can totally relate to that, I have 3 freezers’ full of food. Sometimes it’s over whelming to have all this food and not know what to do with it. I have a help for you, AP offers these great weeks of meals. It’s an outline of all the meals, what you need to prepare them and how to do it. I bet these would be great for you, you probably have a lot of the ingredients in your freezer that you already need. Then you won’t dread getting in your freezer. I have a friend that tells me that she loves having a freezer full of food, because she never has to worry about feeding her family and she has found that Alison’s Pantry gives her so many new ideas and ways to use what she buys.
3- It’s too expensive
Response: I understand, a lot of my customers tell me how much they hate going to a grocery store all the time. You know, dealing with screaming kids, long checkout lines, impulse buys adding up, rude checkers the list goes on. My customers tell me that they feel the convenience and customer service I offer is well worth the extra expense.
Response #2: I understand, I had a customer that was really concerned about price too, and she was hesitant to buy. What she found was that Alison’s Pantry actually saved her loads of money because she had quick easy meals on hand to fix so she didn’t have to stop at McDonald’s on the way to soccer practice. AND she saved money because she wasn’t constantly running to the grocery store for one or two items and coming out having spent $75. Plus with our 100% money back guarantee she realized there was no risk in trying something new.
Response #3: I understand, I can tell you that I do have some price sensitive customers. They tell me all the time how much they love our hot deals and pantry bargain products. The price is unbeatable and they are some of our top sellers.
4- I’d rather go to the grocery store
Response: I understand, sometimes it’s nice to get out of the house. Many of my customers tell me that the food they buy from most grocery stores is nowhere near the quality AP offers. I’ve experienced this myself many times. In fact, one of our customers told us that their kids won’t eat the cheap food from grocery stores, but they rave over Alison’s Pantry food.
5- Shipping is too much
Response: I understand, I have a customer that was worried about the same thing until they realized they pay $120 for free shipping on Amazon. And there are membership fees at Sam’s Club and Costco. Then they realized we have some great products you can’t get anywhere else and then it seemed totally worth it.
6- I haven’t looked through the catalog yet
Response: Ok, no worries, I’d be happy to point out a few things I think are great, or I can get back with you later.
7- Its inconvenient for me to pick up
Response: I understand, a customer who orders from us monthly now explained that at first grocery shopping with Alison’s Pantry felt different. She was used to frequent trips to the grocery store as she ran out of things. As her Rep helped her simplify her meals, they became friends and now her wellstocked freezer and pantry mean a lot fewer trips to the grocery store (which is saving her money). She connects with her Rep once a month to stock up and they also get to enjoy chatting for a few minutes. She loves the time she has saved!”
8- I already stocked up at Costco, Walmart, Macey’s, ECT this month.
Response: I understand how you feel; I love to stock up too, however, I have a lot of customers who tell me that no matter what they buy at Costco, they always find things they still need things from Alison’s Pantry. Costco simply doesn’t have every item that they need for their meals, and they love the convenience of getting it from a friend. They also told me they love the convenience of going online and placing an order knowing it will be delivered soon.
9- AP discontinued my favorite item!
They keep getting rid of stuff I love. Response: I understand, I had a customer that had the same problem. She was disappointed that we stopped carrying a few of her favorite products. So we talked about what she was missing and realized that not only had we replaced her favorites with some great similar products but that we are constantly offering new products for her to try and before she knew it she had found new favorites! What do you miss most that we used to carry?
10- I don’t need bulk foods anymore.
There’s just 2 of us now. Response: I understand how you feel. A lot of our customers are now empty nesters and have just 2 people to fee now. Did you know we have some great products that are perfect for just two? Our Bacon Wrapped Pork Fillets are individually frozen so you can grab just two for a quick meal. I also love our Soup Supreme. You can let it cook all day in the crock pot then store the leftovers in our deli containers in the freezer. Then you can pull out one and pop it in the microwave for a quick meal for one or two people.
Hi, (name of customer), This is (rep), I thought I would take a minute and see how you are doing? I haven’t talked with you for a while and have missed visiting with you….. How are things going for you? Have you been enjoying the summer/the holiday/the weather?? (choose one) Wait for response……
Have you been receiving the catalogs I send you?
YES- I noticed that you haven’t ordered from Alison’s for a while now, and I wanted to check with you to make sure that I haven’t done something to offend you….. Wait for response. Well, I was a little concerned and thought that if you weren’t happy with something, I wanted to make it right with you.
Are you still interested in receiving catalogs each month? I am happy to send them to you if you still want them and plan on ordering from them, I just wanted to check with you to make sure.
YES – can I make sure that your email and address is correct, you haven’t moved lately have you? verify or get their mailing address and verify their email address and phone numbers.
Thanks ____ , I will drop off a catalog to you within the next 24 hours and then I will check back with you to make sure that you received it. I normally send out a text and email reminder a few days before the order closes, is that ok with you?
NO they haven’t been getting catalogs
I better check to make sure we have the correct address for you… Is this just recently you haven’t received them, or for a while now? If you ever need another one, please don’t hesitate to let me know, I will run one over to you. You can always look on our website too. Verify or get their mailing address and verify their email address and phone numbers.
NO – They don’t want them anymore
“I’m sorry you aren’t interested. May I ask why?
OBJECTIONS
1- I don’t want anything
(this one is difficult because that’s usually not the REAL reason they aren’t buying)
Response: Ok, I’m sad to hear that, I don’t want to waste your time, I hope it’s not that you don’t like our products, because we do offer a 100% guarantee on everything we sell. Maybe you weren’t aware of that guarantee, we even double your money back within the first 90 days on most of our products. Please let me know if there’s something you aren’t happy with.
2- My freezers are full
Response: I get it, but don’t you love having a full freezer? I do. I love being able to make dinner without going to the store every day. The hardest part is figuring out what to make with all that food. Do you know we offer a weeks menu ideas? Would you like me to send you a copy of those? Also, I don’t know if you have ever tried any of our mixes or spices, but I have a couple of friends that stock up on the dry items, spices and mixes until their freezers empty out a bit. That helps them rotate the spices and clear out the freezer at the same time. Just a thought for you.
3- It’s too expensive
Response: I understand how you can feel that way. I felt that way to until I realized that I actually spent more at the grocery store on impulse buying then I did ordering just what I needed from Alison’s Pantry. Plus with our money back guarantee, I didn’t have to worry about if I liked it or not. Would you like to give us one more try, I bet it will save you money too.
4- I’d rather go to the grocery store
Response: I completely understand, I love the thrill of shopping, that’s why I love getting my catalog each month and circling the items that I want. It’s quicker, takes less gas and is fun. Besides the food I get from Alison’s is generally a higher quality than I can get at the grocery store. Have you seen our vegetables?
5- Shipping is too much
Response: I thought that too until I realized that my time, gas and miles cost me too, So honestly it’s about the same either way. Most companies include the cost of shipping in the cost of the food, you just don’t see it on your end. Not to mention the warehouses with the membership fees, we forget about those, but it all is included in there.
6- Its inconvenient for me to pick up
Response: Oh, I’m sorry to hear that, I want it to be as convenient for you as possible, Would it be easier for me to deliver it to you? I wouldn’t mind doing that. I want to earn your business and I think you will love the time you save not having to go to the store so much.
7- I already stocked up at Costco, Walmart, Macey’s, ECT this month.
Response: I love to stock up too; however, I think you will find that no matter what you stock up on, there’s always a few items that we have that you can’t’ get anywhere else, If you find yourself in that situation, I am always happy to get you a catalog and help you out. Like when you need parchment paper, or Vegalene, I have your back.
8- AP discontinued my favorite item! They keep getting rid of stuff I love.
Response: I know that’s a bummer, even the store changes and quits offering some items. I always have to find a replacement, and Alison’s Pantry has been really good at getting products that are similar to the ones that get discontinued. And remember you still always have the guarantee you can fall back on if you don’t like it. What are some of the products you miss, maybe we have replaced them for you.
9- I don’t need bulk foods anymore
There’s just 2 of us now. Response: How time flies huh? Just yesterday it seems that we were cooking for an army, I understand how you feel. A lot of my customers are in the same boat, but I still find a lot of products that work for my smaller household and not have to buy as often. I am happy to offer you my help as often as you need. No obligation to order each month. Remember you can always split it with friends. Everyone likes a great deal.
CLOSE – Would you like me to drop off a catalog to you?
OK, that will be great, – verify or get their mailing address, their email address and their phone numbers. “Thank you. I will get that delivered to you by tomorrow. Then I will check back in to make sure you received it and notify you of the deadline in case you want to order.
I’m still not interested – “Ok, but if you change your mind later, you can look at our online catalog at www.alisonspantry.com and I would be happy to bring you a catalog whenever your situation changes. Thanks! It’s been nice chatting with you. Have a great day! Goodbye.”
Special Order Script – Customer Reminders
Hi, (name of customer), this is ______ from Alison’s Pantry, how are you today? Do you have a minute? Did you get a chance to look at the catalog this month?……….
Yes? that’s great, was there anything that you had questions about? Great, what can I answer? (answer questions, take order)
Also, I wanted to let you know that if ever you aren’t finding a certain item, please ask me about it and I will find out if it can be special ordered. We are doing more and more special orders for items for customers. It’s our goal to help you get the things that are important to you.
No? that’s too bad, I know how busy your days are. I would be happy to call you back so that you can get a minute to look it over. Would that be ok?
Yes, Great. I will give you call on _______, but I want to let you know that we are starting to do more special orders for some of the items that aren’t in our catalog. So, as you are looking at the catalog, if there is anything that you miss, or haven’t seen for a while, please let me know and I will check to see if it’s available to special order. Thank you for your support, I appreciate it. Ill check back in with you. (schedule a time to call back)
No, ok, was there something that you need this time? I can look up the numbers, if you don’t know them. Also, I wanted to let you know that if ever you aren’t finding a certain item, please ask me about it and I will find out if it can be special ordered. We are doing more and more special orders for items for customers. It’s our goal to help you get the things that are important to you.
No, I don’t need anything this month. Thank you for letting me know, I appreciate you sharing that with me. Listen, I wanted to let you know that we are special ordering items that are not currently in our catalogs or have been removed. Is there anything that you remember ordering that we don’t offer anymore? We are interested in getting those items back or special ordering them for you if they are available. Please let me know. Thank you, I’ll check back in with you, or feel free to text me if you remember.