RAEs Selling Skills

In this course, Residential Sales Representatives will develop essential selling skills for door-to-door sales, events, and cold calling.

Selling Skills

Residential Sales Representative Basic Selling Course

Ask for the Sale

Handle Objections

Recommend

Determine the Need

Build Rapport

5-Step sales process index

Building rapport is essential for a successful sales approach, especially when selling something as personal as home services. People are more likely to listen to and trust you when they feel comfortable. Here are some specific ways to build rapport as a Residential Sales Representative for C Spire Home Fiber, along with practical examples: Click on each pointer.

Be Polite and Respect Their Time

Use Positive Testimonials and Neighbor Mentions

Position C Spire as a Solution

Show Genuine Interest in the Customer's Needs

Relate to the Neighborhood or Community

Start with a Friendly Greeting and Smile

BUILD RAPPORT

To determine the customer’s needs in a sales setting, it's essential to listen carefully, ask the right questions, and observe clues. This will help you understand what aspects of C Spire’s services will be most appealing and relevant to them. Here are some strategies with examples: Click on each pointer.

Find out if They're Looking for Savings

Listen for Frustrations with Their Current Provider

Inquire about Home Activities

Open-Ended Questions

‘Your content is good, but it’ll engage much more if it’s interactive.’

determine the need

Once you've built rapport and uncovered the customer's needs, recommending C Spire Home Fiber becomes about aligning the benefits of fiber service directly with what matters to them. Here are tailored ways to recommend Home Fiber based on common needs you may uncover, along with example pitches: Click on each pointer.

Budget-Conscious Customers

Households with Multiple Users or Gamers

Customers Who Work from Home

Customers Needing Faster Speed /High Performance

Recommend

"I don't want to be locked into a contract."

"Switching providers is a hassle."

"I don't want to be locked into a contract."

"I need more time to think about it."

Fiber is too expensive for me."

"I'm happy with my current provider."

Handling objections effectively is key to converting potential customers, especially after building rapport, identifying their needs, and recommending C Spire Home Fiber. The goal is to empathize, reassure, and provide information that addresses their concerns. Here’s a breakdown of common objections and how to handle them: Click on each pointer.

Handle objections

The Objection Reversal Close

The Direct Close

The "Next Step" Close

The Benefit Close

The Limited-Time Offer Close

The Assumptive Close

Asking for the sale in door-to-door residential sales is about timing and confidence. Once you’ve built rapport, identified the customer’s needs, and recommended C Spire Home Fiber in a way that addresses those needs, asking for the sale can feel like a natural next step. Here are some strategies with examples on how to ask for the sale effectively: Click on each pointer.

ask for the sale

Step-5 Ask for the Sale "Based on everything we discussed, C Spire Home Fiber seems like the perfect solution for you. Would you like to go ahead and get signed up today?"

Step-4 Handle Objections "I completely understand why you’d want flexibility. That’s why C Spire offers options without long-term contracts, so you’re not tied down. We believe that our service speaks for itself, and we want customers to stay with us because they love the service, not because they’re locked in. Would that kind of flexibility help you feel more comfortable about trying it out?"

Step-3 Recommend "With everyone in the household streaming, gaming, or even attending online classes, C Spire’s Home Fiber service can handle all of that without buffering. Fiber’s high bandwidth supports multiple devices, so everyone gets the speed they need without having to compete for connection."

Step-2 Determine the Needs "What do you like or dislike about your current internet service?"

Step-1 Build a Rapport "Hi there! My name’s [Your Name], and I’m with C Spire. I’m in the neighborhood to share something exciting about internet services with you. How’s your day going so far?"

Following the 5-step process is essential for success as a Residential Sales Representative

SUMMARY

Response: Acknowledge their satisfaction but introduce how C Spire Home Fiber could be even better based on what they’ve shared. Example: "I’m glad to hear that you’re satisfied with your current provider! Since you mentioned that speed and reliability are priorities, I think you’d really appreciate the consistent speeds and low latency of C Spire Home Fiber, especially during peak hours. We’ve had customers in similar situations who made the switch and found the difference in speed and connection stability to be well worth it. If you’re ever open to trying it, we offer flexible options that make it easy to switch back if it doesn’t meet your expectations."

Some customers are primarily concerned with getting the best value, so ask if budget is a consideration.Example: "Are you interested in potentially lowering your monthly internet cost without sacrificing quality?" If savings are important, highlight any cost-saving plans or promotions C Spire offers.

Acknowledge that their time is valuable, and ask for permission to continue if you notice they’re busy. Example: "I don’t want to take up too much of your time—would you like to hear more, or should I leave some information for you to review?"

Ask open-ended questions that encourage them to share their thoughts. Example: "I’m curious—what do you look for most in a good internet provider? Speed, reliability, customer service?"

Open-ended questions can help uncover any pain points they might be experiencing with their current internet provider.Example: "What do you like or dislike about your current internet service?" This can reveal specific issues, like slow speeds, outages, or poor customer service, that C Spire can address.

Response: Address the concern by focusing on the value and potential long-term savings of fiber. Example: "I totally understand that cost is a big factor. C Spire Home Fiber may seem like a bigger investment upfront, but it actually brings long-term savings. Since it’s so reliable, you’re less likely to experience downtime, which means fewer surprise costs for repairs or service calls. Plus, with our flexible plans, you may be able to find an option that’s closer to what you’re currently paying. I’d be happy to walk through some options if you’re interested."

Response: Reassure them by explaining C Spire’s support through the switch and how straightforward the installation can be. Example: "I completely get that—switching providers can seem like a lot of work. That’s why we make the transition as smooth as possible. Our team will handle the installation and setup for you, and we offer customer support to answer any questions you may have. You can keep your current provider active until C Spire is fully up and running, so there’s no disruption in service. And if you’re not satisfied, we offer flexible options to make sure you’re not locked in."

Pitch Example: "C Spire Home Fiber might be able to save you money in the long run. Since it’s so reliable, you won’t need to worry about unexpected charges or additional fees due to outages or upgrades. We also have several options that might fit within your budget, offering a great value for the quality of service." Highlight: Emphasize the value of fiber in terms of reliability and long-term savings, especially if they’re budget-sensitive.

People often reveal dissatisfaction when asked about their current provider. This information can show you how to position C Spire as a better alternative. Example: "How’s the connection quality with your current provider? Have you experienced any issues with reliability?" If they express any frustrations, empathize and discuss how C Spire could resolve those issues.

Response: Address their concern by sharing C Spire’s contract flexibility. Example: "I completely understand why you’d want flexibility. That’s why C Spire offers options without long-term contracts, so you’re not tied down. We believe that our service speaks for itself, and we want customers to stay with us because they love the service, not because they’re locked in. Would that kind of flexibility help you feel more comfortable about trying it out?"

Sometimes, a straightforward approach works best, especially if they seem ready to commit. Example: "Based on everything we discussed, C Spire Home Fiber seems like the perfect solution for you. Would you like to go ahead and get signed up today?" Why It Works: Being direct shows confidence in the product, which can help the customer feel more confident in making a quick decision.

If they express a lingering objection, address it and then move directly to the close. Example: "I understand the concern about switching providers, but we make the transition seamless with full installation support and no long-term commitment. Would you like to give it a try and see the difference for yourself?" Why It Works: By addressing their concern and moving straight to the close, you show confidence and help them overcome hesitation.

Let them know that others in their area are already seeing the benefits. Example: "A few neighbors down the block recently upgraded to C Spire, and they mentioned how much faster everything is now. I’d be happy to share more if you’re curious."

Response: Address their concern by sharing C Spire’s contract flexibility. Example: "I completely understand why you’d want flexibility. That’s why C Spire offers options without long-term contracts, so you’re not tied down. We believe that our service speaks for itself, and we want customers to stay with us because they love the service, not because they’re locked in. Would that kind of flexibility help you feel more comfortable about trying it out?"

Pitch Example: "With everyone in the household streaming, gaming, or even attending online classes, C Spire’s Home Fiber service can handle all of that without buffering. Fiber’s high bandwidth supports multiple devices, so everyone gets the speed they need without having to compete for connection." Highlight: Emphasize the ability to support multiple devices seamlessly, ideal for families or shared households.

Pitch Example: "Since you rely on a stable connection for work, C Spire Home Fiber could be a game-changer for you. Fiber is known for its reliability, so you won’t have to worry about sudden disruptions during important calls or meetings. Plus, with fiber’s low latency, your work applications will run smoothly, even during peak hours." Highlight: Focus on fiber’s reliability and low latency, essential for uninterrupted video calls, uploads, and other work-related tasks.

Find out if they’re looking to upgrade or are interested in faster speeds for future needs, like smart home integration.Example: "Are you considering any upgrades in the future, like adding more smart home devices or improving your home network?" If they are, you can mention that C Spire’s fiber internet can handle increased demand as they expand their digital footprint.

Suggest a logical next step to move the process forward. Example: "The next step would be to set up your installation date and finalize the plan details. Does that sound good?" Why It Works: This is a gentle close that makes the commitment feel manageable, moving forward in stages rather than as an all-at-once decision.

If there’s a promotion, you can use this to create a sense of urgency. Example: "Right now, we’re offering a discount on installation for customers who sign up this month. Would you like to take advantage of that and lock in your spot?" Why It Works: Urgency can encourage the customer to make a decision today rather than delaying, especially if they’re interested but hesitant.

Once you understand their needs, connect C Spire’s services to their personal life. Example: "Since you mentioned reliability is a priority, you might love that C Spire offers incredibly stable fiber connections—perfect if you work from home or have family members streaming or gaming."

Response: Respect their need for time, but offer helpful resources or a follow-up to stay connected. Example: "Of course! I completely understand wanting to take some time to decide. If you’d like, I can leave you with some information to review, or even schedule a time to check back if you have more questions. We’re here to make sure you have all the details you need to feel confident about making the switch."

Summarize the benefits they expressed interest in before asking for the sale. Example: "So, with C Spire Home Fiber, you’ll get the fast, reliable connection you need for work, and the whole family can stream without interruptions. Would you like to get started with a plan that fits your needs today?" Why It Works: By reiterating key benefits that align with their needs, you make the value of the service clear and encourage them to act on those benefits.

Example: "Hi there! My name’s [Your Name], and I’m with C Spire. I’m in the neighborhood to share something exciting about internet services with you. How’s your day going so far?" Keep your body language open and relaxed. A warm smile can make the interaction feel less like a sales pitch and more like a friendly chat.

Pitch Example: "Based on what you shared, it sounds like speed is really important to you—especially with multiple people in the household streaming and working. C Spire Home Fiber offers some of the fastest internet speeds in the area, with symmetrical upload and download speeds. This means everyone can stream, work, and play online at the same time, without slowdowns." Highlight: Emphasize the fast, consistent speeds that fiber provides, especially for households with heavy data usage.

Use this approach when the conversation has been positive, and they’ve shown interest in the benefits of fiber. It assumes they’re ready to proceed. Example: "It sounds like C Spire Home Fiber would be a great fit for your household, especially with the multiple devices and streaming needs you mentioned. Let’s go ahead and get you set up. I can take care of the initial steps right now—when would be a good day for installation?" Why It Works: This approach assumes the sale is a done deal, making it easy for the customer to move forward without second-guessing.

Mention something specific about their neighborhood to show you’re familiar with the area. Example: "I’ve been talking with a few of your neighbors, and it seems like everyone’s really happy with the new developments around here. Are you enjoying it too?"