D2D Sales Script

Guided Practice - The Skeptic (Mrs. Johnson)

Dice Godz: Sales Things | 67rpg.com

Customer Profile

Name
Mrs. Johnson
Archetype
The Skeptic
Current Provider
Xfinity @ $89/mo
Personality
Water (Trust-focused)
Weakness
Earth (Facts/Process)
Pain Points
Slow speeds, price increases, bad support

AIR Rebuttal Technique

A
Acknowledge
"I totally understand..."
Validate the concern, build trust
I
Ignore
"Before we get to that..."
Redirect without addressing
R
Resume
"So as I was saying..."
Get back on script
1
Approach
Goal: Get permission to talk
Your Line
"Hi there! I'm with the fiber team - we're finally activating your street. Got 30 seconds?"
Possible Customer Responses:
Warm Response
"Oh, the fiber thing! My neighbor mentioned someone came by. What's the deal?"
Neutral Response
"Fiber? I've heard about that. We have Xfinity though. What's this about?"
Cold Response
"Look, I'm really busy right now. We're happy with what we have."
If Cold - Use AIR:
A "I totally understand you're busy - just 30 seconds, I promise. Is now a terrible time or just not ideal?"
Notes
Keep it short. Mention "your street" for localization. Don't pitch yet - just get permission to continue.
2
Qualify
Goal: Confirm decision maker
Your Line
"Not selling anything today - just letting folks know the fiber's live. Are you the one who handles the internet bill?"
Possible Customer Responses:
Warm Response
"Oh, I handle everything. And honestly? We're paying $89 and the speed has been terrible lately."
Neutral Response
"Yes, I pay the bills. We're at about $89 a month I think. Why?"
Cold Response
"My husband handles all that. He's not home."
If Not Decision Maker:
I "No problem! When's a good time to catch you both? I can swing back - this is worth 5 minutes."
Notes
"Not selling anything" disarms. Get current bill amount if possible - it's leverage for later.
3
Discover
Goal: Uncover pain points
Your Line
"Just curious - when's the last time your internet actually worked perfectly when you needed it?"
Possible Customer Responses:
Warm Response
"Honestly? It's been frustrating. The price keeps going up, the speed doesn't. And when I called to complain, I was on hold for 45 minutes!"
Neutral Response
"Well... the kids do complain about the WiFi sometimes. And my Zoom calls for work can get choppy."
Cold Response
"It works fine. We don't have problems."
If "No Problems":
I "That's great! A lot of folks on this street mentioned buffering during peak hours though - you ever notice that when everyone's home?"
Notes
Let them talk. The more they complain, the more they're selling themselves. Listen for: speed, price, reliability, customer service.
4
Position
Goal: Differentiate your solution
Your Line
"Most folks I talk to are paying between $80-150 for cable internet. Our fiber starts at $49 and it's actually faster."
Possible Customer Responses:
Warm Response
"Really? $49? And it's actually faster? Tell me more about what the installation looks like."
Neutral Response
"Hmm, that does sound better. But what's the catch? There's always a catch."
Cold Response
"That sounds like a sales pitch. Everyone says they're the best."
If Skeptical:
A "You're right to be skeptical - I was too before I switched. The difference is fiber is actual light through glass, not electricity through old copper. That's why it doesn't slow down when everyone's online."
Notes
Lead with price comparison to their current bill. Use their pain point from Discovery step. Social proof: "Your neighbor said..."
5
Propose
Goal: Make a specific offer
Your Line
"For your situation, I'd recommend the 500 Mbps plan at $59/month. That's $30 less than you're paying now, and 5x the speed."
Possible Customer Responses:
Warm Response
"$59 for 5 times the speed AND it's cheaper? What's the installation timeline?"
Neutral Response
"That does sound reasonable. But what about the installation? Is there a fee?"
Cold Response
"I don't know... I'd need to think about it and talk to my husband."
Installation Question:
"Free installation, usually takes about an hour. Our techs call 30 minutes before they arrive so you're not waiting around."
Notes
Customize the recommendation to their usage. Always compare to their current bill. "For your situation" makes it personal.
6
Handle Objection
Goal: Overcome "I need to think about it"
Common Objection
"This all sounds good, but... I really need to think about it."
AIR Response Options:
A Acknowledge (Recommended)
"I totally understand - this is a decision that affects your whole family. What specifically would you want to think through?"
Often reveals the REAL objection (price, hassle, spouse approval)
I Ignore (Redirect)
"Absolutely, I can leave info. Before I do - quick question: if the price and speed check out, what else would you need to feel good about switching?"
Redirects to uncover hidden concerns
R Resume (Back to Script)
"Of course. So as I mentioned, the installation is free and we can schedule it around your availability. Would morning or afternoon work better?"
Assumes the sale, gives options not yes/no
Notes
"Think about it" usually means: price concern, spouse approval needed, fear of hassle, or not enough trust yet. Acknowledge gets to the truth.
7
Close
Goal: Ask for the business
Your Line (Assumptive Close)
"Great question! I just need to verify the address and we can lock in your Saturday morning install. Sound good?"
Alternative: Choice Close
"Two options: I can schedule you for this Saturday morning or next Tuesday afternoon. Which works better for your family?"
Possible Customer Responses:
Warm Response
"Saturday morning works! Let me grab my ID."
Neutral Response
"Okay... let's do it. But I'm holding you to that 30-day thing."
Cold Response
"Actually, I think I do need to talk to my husband first. Can you come back tomorrow evening?"
If Callback Needed:
"Perfect! I'll swing by tomorrow at 6pm. Will you both be here? Great - I'll bring the paperwork so we can get you scheduled right then."
Notes
Always give options, not yes/no questions. "Saturday or Tuesday?" not "Would you like to schedule?" Assume the sale.
8
Secure the Sale
Goal: Complete paperwork smoothly
Your Line
"Perfect! While I get this set up, I want you to know - if ANYTHING isn't right after install, you call me directly. Here's my number."
Possible Customer Responses:
Warm Response
"This is so much easier than I thought. My sister should do this too..."
Neutral Response
"Okay, here's my ID. Walk me through what I'm signing?"
Cold Response
"Wait, I need to sign something? Let me read this carefully..."
If Wants to Read Everything:
A "Absolutely, take your time. The key points are: $59/month, no contract, 30-day satisfaction guarantee. Everything else is standard terms."
Notes
Give your personal number - it builds trust. Keep talking through the paperwork so there's no awkward silence. Watch for referral signals.
9
Delight & Referral
Goal: Exceed expectations, plant referral seeds
Your Line
"All set! Hey, you mentioned your sister - she on this street too? I'd be happy to swing by and save her some money."
Alternative: Value Add
"One more thing - here's my card. After Saturday, text me directly if anything isn't perfect. I'll make it right."
Possible Customer Responses:
Warm Response
"You know what, let me text my sister right now. She lives two blocks over and complains about Xfinity all the time!"
Neutral Response
"Thanks for being so helpful! I'll definitely let my sister know if it works out."
Cold Response
"Okay, thanks. We'll see how it goes Saturday."
Notes
Best referrals come RIGHT NOW while they're excited. Listen for names they mentioned during the conversation and ask about those specific people.
10
Reflect
Goal: Learn from the encounter
After Walking Away - Ask Yourself:
  • What objection did they really have?
  • What line worked best?
  • What would I do differently next time?
  • Did I ask for the referral?
  • When's my callback (if any)?
Log Your Results
Track: Address, outcome (Sale/Callback/No), notes on objections, referral leads. Review patterns weekly to improve.