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Your customer has to have confidence in you before he has confidence in your product. When closing the sale and the customer has hesitation in the purchase simply ask ....What is preventing you from using SAIA? Then remove the obstacle, reassure the customer of the positive aspects that they are searching for in the product. Do not be afraid to insert Tension and ask questions.

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Risk is real...even with SAIA. Our goal is 98% on time performance...so the risk is there that failure can and will occur. What is in my hand to eliminate risk even after failure? Have a solution!!! Remeber to allow the customer to help themselves with risk, show them the tools available that help ease their mind when making the decision. Saia guarantee, and the jeapordized shipment report just to name a few.

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I really liked Gitomer's suggestion of having the prospect write down both the risks of purchase and reward if there's hesitation.  In order to close a sale you must first identify the pain points in the eyes of the customer.

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This is a good lead in for Principle 11.  I was led to think of how customer testimonials can put prospects at ease without you saying a word.  It also leads in to services we offer like SG that we stand behind by taking away the risk for the customer by providing a full refund if we fail.

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Mitigating risk is key.  Using the open lock process and finding out what value proposition the customer values most is so important.  If you know what they value you can begin to validate the solution you are offering.

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Eliminating the risk for the buyer is the most important thing you can do to close the sale. We have so many weapons in our arsenal to accomplish this. Service reports, claim reports....Maybe even some testimonials. I like to take prospective clients to events with other customers who have used us for awhile...I will sit them next to each other, might even ask the loyal customer to bring it up if my relationship will allow...

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"The Devil you know vs the devil you don't know"  As salespeople in order to close the sale we must keep addressing what keeps the prospect from moving forward.  Although hard it may be we must continue to ask good questions and have confidence in our offering and continue to work to ease the prospect that they are making the best decision for their business.

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"THE RISK"......the fear of change and the impact it will have on the decision makers credibility with his or her company. Trust and peace of mind. Great
chapter....convincing the customer that SAIA is a safe decision for everyone involved. The reward out weighs the risk!

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This chapter had me thinking about Saia Guaranteed. This program eliminates the risk and once they buy in,mother will see the value and they will continue to buy. Option 27 really helps the client see the value in the program as well

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Great chapter and made me think about a question that I'm not sure I have ever asked, but will from now on. "What's the risk?" That one question can lead the customer in a direction that Saia has the ability to offer the reward.

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This chapter made me think of how I buy services, and items.  I run the same questions in my mind listed in the chapter. "Can I find it somewhere else for a better price or service agreement?"  Do I really need it?  What is Kathy going to say?
If a sales person asked me , "What is the risk?  What is the reward? Then followed up with What is your need/ value for this purchase?  It would make me think he has my best interest in mind and I am more likely to buy

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Allison:  If you eliminate the risk, they will buy. It is our job to determine   what the risk or objection may be.  Once you isolate the risk than eliminating it is the easy part.  For example: if the risk or objection is damages, we have the opportunity to speak of low claims ratio in the industry as well the investments the company has made in load bars and straps.

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Allison:  If you eliminate the risk, they will buy. It is our job to determine   what the risk or objection may be.  Once you isolate the risk than eliminating it is the easy part.  For example: if the risk or objection is damages, we have the opportunity to speak of low claims ratio in the industry as well the investments the company has made in load bars and straps.

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This chapter goes to core of the sales process. The risk that the customer faces if he makes a change to Saia. Our job is to find out what risks the customer is facing if a change is made. As indicated, risk is a lack of confidence,trust and believability in the product, service or the salesperson. I love the solution: What is the risk and what is the reward. We have to offer more rewards such has being a better carrier, a better sales person who cares about the customer and their business and understand the customers risks. I love this chapter because it gets to the core of the sales process.

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Selling the risk/need of the Guarantee program .
Monitor G shipments for the customer and do hands on web review if service is not met for refund . Ask customer to review with their superiors after refund is complete .

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This chapter speaks directly to Open Lock. We have to determine the needs before we can give answers to problems. The risk is really a problem that hasn't been identified to be able to offer solutions (rewards).