Arlo Solutions
and Engagement Toolkit
SALES - FOUNDATIONS TRAINING
Let's go!
September 2025
Overview
How are we selling today? – Call listening
04
08
Handling Hesitations
Sales Mindset & Models
Human Relationship Principles
Understanding Our Customers
Gaining Commitment & Building Relationships
05
09
01
06
02
10
The Discovery Process
Cross-Selling & Upselling
Arlo Branding
Sales Foundations: Tools and Core Concepts
03
07
Communicating Value
SALES - FOUNDATIONS TRAINING
What is your current state?
TRANSACTIONAL SALES
METRIC-FOCUSED
Sales
SALES - FOUNDATIONS TRAINING
How we should be selling going forward
How we are selling now
01
Understanding Our Customers
Understanding Our Customers
Behavior
Motivation
Time
Relationship
Mood
Communication Platform
Understanding Our Customers
Behavior
Customers are behaving differently when communicating remotely
One thing we should not disregard
The customer’s background noise
It can give you a lot of important information about your customer!
Understanding Our Customers
FAMILY
LIFESTYLE
PREOCCUPATION
Understanding Our Customers
Apply the Goldilocks Rule
Always strike for balance.
Not too hot, not too cold.
Not to hard, not too soft.
Not invading customer’s privacy, but not disregarding the useful cues either
Understanding Our Customers
In lieu of body language, be sharper with listening;
Read between the lines…
+ info
Understanding Our Customers
Planning your Call objective according to Customer Relationship
Listening, Probing, Getting To Know You and Your Employees
80%
Understanding business, Keeping visibility
50%
Sustaining relationship
30%
Promoting
70%
Promoting
50%
Promoting
20%
02
Arlo Branding
Arlo Branding
VisionStatement
MissionStatement
To bring peace of mind by connecting and protecting what people care about the most.
We build trusted, lifelong customer relationships by creating innovative, smart security solutions that deliver an exceptional user experience.
Arlo Customer Care
Who We Are
At Arlo, we're passionate about creating innovative and reliable solutions that help people protect what matters most to them. Our team is dedicated to delivering products that exceed our customers' expectations, while always pushing the boundaries of what's possible in the world of protection technology.
We believe that everypne deserves to feel safe and secure, whether they're at home or away, and we're committed to providing our customers with the peace of mind they need to live their lives without worry.
So when you choose Arlo, you can trust that you're choosing a brand that's dedictaed to your safety and security, no matter what.
Arlo Branding
What We Do
We solve our customers' day-to-day needs by providing them with the tools to protect what they care about the most. At Arlo, we never settle; we always push further and seek out ways to do even better for our customers.
03
Sales Foundations
SALES FOUNDATION
Tools and Core Concepts
SALES FOUNDATION: TOOLS & CORE CONCEPT
Customer-Centric Selling Framework
SALES FOUNDATION: TOOLS & CORE CONCEPT
Unique Selling Proposition
SALES FOUNDATION: TOOLS & CORE CONCEPT
WHAT WE SELL
WHAT WE BUY
SALES FOUNDATION: TOOLS & CORE CONCEPT
Credibility Statement
04
Sales Mindset & Models
Sales Mindset
Attitude
Test #2
Test #1
In sales and in life, many things look impossible at first (closing a tough deal, handling objections, learning new tech).
The right mindset is: Don’t stop at ‘this is impossible’.
“Step back, think differently, and try.”
Sales Mindset
Image Factors
05
Human Relationship Principles
Relationship
Relationship
Activity
Secret of Success with People
Building Trust & Engagement
Influence & Gain Cooperation
06
The Discovery Process
FOUR INTEREST AREAS OF DISCOVERY
Customer mindset:
“How will my life look like once this solves my problem?”
Customer mindset:
“What matters most to me when choosing between options?”
Customer mindset: “Why do I want this in the first place?”
Customer mindset:
“What exactly does this product/service do, and how does it work?”
Buying Criteria
Personal Motive
Outcomes Desired
Practical Details
- focuses on their scorecard – the non-negotiables, the deciding factors
- These are the measures customers use to compare options
- Pricing, Ease of Installation, Integrations, Reputation or Partnership, Warranty and Support
- focuses on the why behind the buy
- It is the emotional driver – these are feelings, lifestyle, personal story
- What customer feels when purchasing – they get peace of mind when away from home; they love their kids; they want protection for their home; it reduces stress about theft or package loss; the feel secured; they can travel worrying less; concerns (wanting a physical privacy shield indoors)
- focuses on the future state the customer is aiming for
- It is about the big-picture
- What results the customer wants — future state, goals, or vision
- focuses on the specifications, logistics, technical details, features
- It is about the features that customers are looking for
- What customer prefers, the resolution, color, size, is it for indoor or outdoor
07
Communicate Value
Communicating Value
How do we communicate value?
Confidently show how you add value. Clearly explain what you bring to the table and why it matters to the customer
Connect to both logic and emotion. Present solutions that make sense logically and feel right emotionally.
Back it up with proof. Use demos, testimonials, data, or examples to build trust
Deliver your message with impact. Share your solution in a clear, engaging way that sticks with the customer.
Communicating Value
How do we communicate value?
Where to start?
Summary Statement “Based on what you’ve told me…”
Communicating Value: Techniques
FBA - Facts, Benefits, Applications
Facts
Benefits
Application
- Clear, general explanation of how any buyer could use and enjoy the solution
- Connect facts to value for the average customer
- Translate features into outcomes everyone can appreciate.
- Personalized explanation of how this specific customer will benefit
- Make it relevant and tailored, focused on “This is for you”
- Link back to the customer’s stated needs or pain points
- Specific, true, provable statements about the product.
- Build credibility because we only present that “This is real.”
- Stick to objective features, data, or specs.
sAMPLE
Communicating Value: Techniques
Evidences
Evidence
D.
E.
F.
E.
A.
T.
S.
DOUBTS
Communicating Value
How do we communicate value?
Where to end?
Trial Commitment
- Test the customer’s reaction before asking for a full decision.
- Ask for an opinion, not a final yes/no
- Clarify where the customer stands, are they interested, hesitant, or ready without pressure
Key Idea here is that a trial commitment is like a temperature check.It tells you if the customer is warming up or if more discovery/clarification is needed — without forcing a decision yet.
Steps:
- Check reaction – “How does this sound so far?”
- Seek opinion – “Would this approach work for your home?”
- Clarify position – “Does this solve the concern you mentioned earlier?”
08
Handling Hesitations/ Objections
Handling Hesitations
How do we respond to objections?
Listen fully.
- Listen first, Don’t jump in
- Use active listening, just express verbal nods such as “I hear you”, to fully understand the objection
- Customers often hide the real concern behind the first words.
Read the signals.
- Watch for clues beyond words – remember nunchi Identify non-verbal buying and warning signals
- Buying signals -> curiosity, leaning in, asking about features
- Warning signals -> inattentiveness, hesitation, silence, sighs
- Reading these cues helps you respond to the emotion as well as the words
Back it up with proof.
- Identify points of agreement to lower resistance
- Agree where you can
- Show you are not arguing, but collaborating and understanding
Deliver your message with impact.
- Develop a strategy to turn the objection into an opportunity
- Use proof (facts, demos, testimonials) to back up your response.
Handling Hesitations
How do we listen?
Ignore
Selective
Proactive
Pretend
Attentive
Handling Hesitations
Inoculation
Objection prevention in advance is inoculation.
Inoculation prepares the customer against doubt or objections before they even raise them.
- A proactive strategy where you anticipate objections and address them early
- Managing perceptions up front, so the customer doesn’t get surprised later
- Instead of waiting for “I don’t want to spend on subscriptions,” talk about it first, present the cost and what they get out of what they pay for, be sure to frame it positively
Steps
Advantages
Handling Hesitations
Common Objections
Reliability / Support
Pricing
Features
Technical Concerns
Security / Privacy Concerns
Comparisons
Handling Hesitations
Roadblocks / Dead-end
Roadblocks
Objections
Situations outside your control (policy, budget authority, regulations, timing)
Concerns that can be addressed with the right approach
Decision-maker issues
No discount applicable for budget constraints
Location / Availability
Timing constraints
Policy Issues
Handling Hesitations
Objection Handling Techniques
CLARIFY
REPLY
CUSHION
- To make sure you understand the real objection
- Customers rarely say their objections directly thus clarification is needed
- Many objections shift when clarified. Some say, "that's too expensive” when what they really mean to say is “I don’t see enough value.”
- To directly address the objection with value, proof, or alternatives
- This is where evidences resurface
- DEFEAT the doubt to strengthen your answer
- Never overpromise. Stay within what Arlo can deliver
- To neutralize tension without arguing
- Uses a softening statement to show you heard them, but don’t agree or disagree
- Cushions buy you time and show empathy before you dig deeper
CROSS CHECK
TRIAL CLOSE
- To confirm what isn’t the problem and isolate what is
- This helps highlight what they already like, then pinpoint the single concern
- Cross-checking helps lock in the real objection
- To check if your response solved the concern, without forcing a final decision.
- This is just asking for an opinion, not a yes/no
- Trial closes are “temperature checks.” They show if you can progress or if another objection needs attention.
09
Gaining Commitment
Gaining Commitment
Commit and Maintain Relationships
1.
Demonstrate CONFIDENCE to ask for the sale
2.
Choose a commitment method that FITS the situation
3.
Construct a PLAN for handling mistakes
4.
Create a system to FOLLOW UP
Training Activity Suggestion:
Roleplay different closing styles
Have one person play the hesitant customer and the other test a direct close, trial close, and summary close.
Then discuss: Which felt natural? Which built more trust?
Gaining Commitment
Paint a picture – make them say YES!
Word Picture
A word picture is when you use descriptive language to help the buyer imagine their life with your product.
How to Paint a Word Picture?
- Highlight the Gap (Without the Solution) Remind them what they’re missing now
- Introduce Your Solution as the Bridge Show how your product fills the gap
- Paint the Future (Emotional + Visual) Get them to imagine using it, enjoying it, and benefiting
Gaining Commitment
Arlo Solutions follow-up timeframe
Day 1
- Call the customer a day after your previous contact
- Leave voicemail
- Send an email offer
Kick off call & offer intro
Day 5
- Second outbound call attempt
- Remind them about the email you sent
Reconnect & Reminder
Day 7
- Send the final email offer
- Close the case
- Customer can opt to redeem this later whenever they’re ready
Last call, last chance
One-week follow-up system
Any interaction that ended as an unsuccessful sale due to objections (not including roadblocks/dead ends), experts should follow this 7-day follow-up process
10
Upsell / Cross Sell
Upsell/Cross-sell
What is upsell?
Offering upgrades to a better option, a more expensive version, or to purchase more of what a customer is buying.
Recommending a more advanced Arlo camera, or offering bundles instead of single camera (e.g., Ultra over Pro).
Upsell/Cross-sell
What is cross-sell?
Offering additional products that complement the one being bought and that adds value to the customer experience.
Suggesting complementary accessories or devices (e.g., solar panels, mounts, extra batteries).
Upsell/Cross-sell
Disregarding the opportunity
People might avoid upselling and cross-selling due to concerns about perceived pushiness, a lack of understanding of the value proposition, or a fear of overwhelming customers with too many choices.
Overly aggressive sales tactics, poorly timed offers, or a lack of personalization can also lead to customer resistance
Upsell/Cross-sell
A guide to proper upsell/cross-sell
Identify win-win-win Opportunities
Transform perceptions and perspectives
Apply a simple Upsell/Cross-Sell Process
Upsell/Cross-sell
Upselling value for customers
Increase Quantity
Increase Quality
Improve Service
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Prospect us nearing the "purchase" phase/ Prospect is about to renew
How We Communicate
Message delivery - both words and non-verbal cues.
Communication is not all about what you are saying, factor in how you say it.
Formal / Informal: Tailor to the customer. Too formal may feel stiff too informal may feel unprofessional. Confident / Nervous A positive, solution-focused outlook makes customers feel comfortable. Enthusiasm (without overdoing it) conveys belief in your product and builds excitement
Example:Instead of overloading with jargon, explain simply: “This 2K resolution means you’ll see faces clearly, even at night.”
THEY CAN BE MENTALLY ABSENT
The mind wanders when you don't have a focal point (i.e. the eyes)
How do you convert them into "buying mode" if it’s not part of their plan for the day?
“Picture this: it’s late at night, and instead of worrying about strange noises outside, you open your Arlo app and see a crystal-clear image of your driveway. You feel safe because you know what’s happening in real time.”
Steps:
- Set the tone. Start by asking about perceptions and expectations. "Many people I speak with are curious about how subscriptions work. Can I share how that applies here?”
- Name the concern before they do. Bring up a common objection yourself — in a neutral, confident way. "Some customers worry about battery-operated security cameras, that’s why we have outdoor chargers or PoE options for most of our cameras. This helps reduce the need to charge them."
- Frame it positively. Turn the potential negative into a benefit or reassurance. “Yes, Arlo offers rechargeable cameras, but it’s optional. "We also have hard-wired cameras and doorbells, and we also offer solar panels, which gives our customers more flexibility with their power sources."
- Invite their thoughts. Ask if that matches their expectations or if they see it differently. “How does that sound to you — would that help with your concern about privacy?”
Influence & Gain Cooperation
The only way to get the best of an argument is to avoid it.
Show respect for the other person’s opinion. Never say, “You’re wrong.”
If you are wrong, admit it quickly and emphatically.
Begin in a friendly way.
Start from a point of agreement.
Let the other person do a great deal of the talking.
Let the other person feel that the idea is his or hers.
Try honestly to see things from the other point of view
Be sympathetic with the other person’s ideas and desires.
Appeal to the nobler motives – the greater good.
Dramatise your ideas – bring them to life.
Throw down a challenge.
Identify win-win-win Opportunities
- Win for Customer: They get more complete protection and peace of mind.
- Win for You (the Rep): Higher value sale, stronger relationship.
- Win for Company: More adoption, stickier customer loyalty.
- Ask discovery questions that uncover hidden needs
- Look for gaps in their security setup
- Align additional solutions to those gaps
SUGGEST YOU CAN HELP
- What it means: Position yourself as the problem-solver.
- Why it matters: It shifts focus from you talking to you helping.
- Keep the tone confident, not pushy.
- Link their pain point directly to your solution.
- Use reassuring language like “I can help,” “We can make this easier.”
Examples:“That’s exactly the kind of difference I can help you achieve.”"We make it simple for you to stay secure without feeling overwhelmed by tech.”“You don’t need to be a tech expert so set these up!”
Sales Foundations : Tools and Core Concepts
- Transactional vs Consultative Selling
- Customer Centric Selling Framework
- Unique Selling Proposition
- What we sell vs. What they buy
- Credibility Statement & Sales Stories
Demonstrate CONFIDENCE to ask for the sale
Customers sense hesitation — so your tone and words must show certainty. Confidence = reassurance that the customer is making the right decision
“Do you maybe want to buy this today?”
“Let’s get you started with the Arlo Pro 5S today so you can enjoy peace of mind right away.”
STRIKE A NERVE
- What it means: Highlight a pain point or frustration the customer might relate to.
- Why it matters: It shows you understand their challenges and sets the stage for your solution.
- Call out common issues with competitor products or traditional methods.
- Focus on emotional triggers (stress, worry, frustration).
Examples:“A lot of people struggled with cameras that sent too many false alerts or didn’t record when it mattered most.”
“Many customers I speak to worry about privacy indoors, especially with young kids at home.”
Imagine relaxing on vacation, checking your phone, and instantly seeing your kids arrive safely at home — all in crystal-clear 2K video, without worrying about the camera going off without power cause it’s plugged in – you can also talk to them directly and give instructions
- Do you prefer something easy to set up yourself, or would you want professional installation?
- Do you want a system that’s quick to add new devices later?
- What’s your budget range for a security system?
- Do you prefer monthly billing or one-time annual purchase?
- How important is it that your cameras work with your existing smart home devices like Alexa or Google or Apple Home?
- Do you value having a really convenient warranty process?
THEY WON’T CARE ABOUT MULTI TASKING
The longer the call is, the more will customer find ways to do other things
How do you keep the attention of the customer?
“Imagine being at the office and your doorbell rings. With Arlo, you don’t miss a thing — you greet the visitor right from your phone, no matter where you are.”
Apply a simple Upsell/Cross-Sell Process
Step 1: Reinforce their main decision
“You’ve made a great choice with the Arlo Pro 4
Step 2: Link to a need or outcome.
“Many customers who choose this also want to make sure their indoor space is covered for privacy and family safety"
Step 3: Suggest one clear option (not five).
“Many customers who choose this also want to make sure their indoor space is covered for privacy and family safety"
Step 4: Make the decision easy.
“Would you like me to add one of our indoor cameras to your order so you are fully covered indoors and outdoors?
Training Tip for Roadblocks
- Identify early. Teach reps to spot a true roadblock vs. an objection.
- Don’t fight dead ends. Fighting drains trust. Respect the customer’s boundary
- Pivot or park. Provide resources, offer a future check-in, or suggest alternative models
- Always leave the door open. Even if it’s a no today, they might come back later
- How do you see our cameras working with your current security setup?
- Can you describe the ideal security solution you have in mind?
- Are you interested with Cameras, Doorbells, Floodlights?
- What specific areas of your property do you want to monitor with security cameras? Do you want some indoors, or just purely outdoors?
Sample:
"The Essential Indoor has a built-in Privacy Shield that physically blocks the lens when disarmed. Unlike most of our outdoor cameras, you can control when the Essential Indoor should, giving you security while respecting your privacy. Since you said you don’t like the feeling of being watched inside your living room, this gives you the peace of mind you wanted, coverage when you need it, privacy when you don’t."
- What do you care about the most right now?
- If we think about it, what might be your biggest fears?
- Why are you exploring about smart home security?
- How would having this camera make you feel more at ease?”
- Have you always been into smart home technology?
Building Trust & Engagement
Don’t criticize or complain. Give honest, sincere appreciation. Create an eager want to improve and change Become genuinely interested in other people. Smile and be approachable Remember and use people’s names Be a good listener, stay fully present. Talk in terms of their interests, be on their agenda Make the other person feel valued and important
“Right now, you might worry about packages sitting at your front door when you’re at work, but with the Arlo Video Doorbell, you’ll see every delivery in real-time and even talk to the courier from your phone."
Relationship is absent; Prospect is new
Activity
Common Denominator
All people who….
Can you balance all 14 nails on this single standing nail?
HESITATION MARKS
- Frequent interruption
- Awkward silences
- Long pauses
- Big sigh
- ‘Uhu’, ‘Ahh’, ‘Hmm’
DOUBT MARKS
- Abuse of Adverbs: Actually, Basically, Essentially..
- Crutch Phrases: To be honest, In fairness, I’ll be transparent..
INATTENTION MARKS
- Always asks you to repeat question
- Frequent pauses
- Delayed response
Create a system to FOLLOW UP
Closing isn’t the end — it’s the start of the customer relationship
A good follow-up system increases renewals, referrals, and upgrades
Try not to be pushy and demanding – just do what’s needed
What is a Unique Selling Proposition (USP)?
A Unique Selling Proposition is a clear statement that explains:
- What makes your product or service different from competitors
- Why customers should choose you over other options
- What value you bring that they can’t easily get elsewhere
It’s not just about features — it’s about the unique benefit the customer gets.
Our Attitude & Self-Control
The energy, tone, and emotional control you bring into interactions.
Customers buy into your confidence and energy as much as the product itself.
Negative/Bored tone: creates doubt. flat tone suggests indifference Positive/Enthusiastic: A positive, solution-focused outlook makes customers feel comfortable. Enthusiasm (without overdoing it) conveys belief in your product and builds excitement
Example:Instead of sighing when a customer raises an objection, respond with: “Great question — let’s explore how we can address that.”
Credibility Statement
Credibility statements are powerful ways to build trust quickly with a customer
A credibility statement is a short, confident introduction that establishes why a customer should trust you, your company, and your solution.
It’s not a sales pitch
it’s about trust-building and positioning yourself as a reliable partner.
TRANSITION TO DISCOVERY
- What it means: Move naturally from telling your story into learning about the customer’s needs.
- Why it matters: It opens dialogue and makes the customer feel heard.
- Ask open-ended questions.
- Show genuine curiosity.
- Make the customer the focus.
Examples:“I know I shared a lot, but may I ask what challenges you’ve faced with your current devices?”“I shared with you how these cameras changed my perspective on security, but what about you? What matters most to you when it comes to home security—privacy, convenience, or detail in video quality?”
Can you connect all the 16 dots with just 6 straight lines? Without lifting your pen? Without retracing your path?
MAKING A CONNECTION
- What it means: Build instant rapport by starting with something familiar or relatable.
- Why it matters: Customers are more receptive when they feel understood.
- How to do it:
- Reference a common experience or shared concern.
- Use empathy and authentic tone.
- Keep it conversational, not “salesy.
Examples:“I’ve worked with many families who wanted smarter ways to secure their homes.”“I know how important it is to protect not just property, but also peace of mind.”
Transform perceptions and perspectives
- Many customers think sales reps suggest add-ons just to make more money. Instead, reframe upselling and cross-selling as helping them get the best outcome – which should be genuine.
- Position it as enhancement not “extra.”
Template 1: Problem–Solution
For [CUSTOMER SEGMENT] who struggle with [PAIN POINT], we provide [SOLUTION/PRODUCT] that delivers [BENEFIT], unlike [ALTERNATIVE/COMPETITOR]
Template 2: Feature–Benefit–Impact
Our [PRODUCT/FEATURE] offers [KEY BENEFIT], which means [POSITIVE IMPACT FOR CUSTOMER].
Template 3: Competitive Advantage
Unlike [COMPETITOR], [OUR PRODUCT] gives you [UNIQUE FEATURE], so you can [CUSTOMER BENEFIT].
Template 1: Problem–Solution
Template 2: Feature–Benefit–Impact
Template 3: Competitive Advantage
Template 5: Short & Punchy Tagline Style
Template 4: Customer Transformation
Choose a commitment method that FITS the situation
Different customers need different approaches We must match the close to the customer’s style (decisive, cautious, analytical)
Trial Close: “If the subscription cost wasn’t a concern, would this meet your needs?”
Direct Close: “Shall we go ahead and order today?”
Assumptive Close: “Would you prefer 2 or 3 cameras for your setup?”
Summary Close: “So, we’ve got indoor privacy protection, outdoor coverage, and app alerts — shall we finalize this package?”
How We Relate to People
Approach to building relationships - whether customers feel pushed or understood.
Are you here to help or to sell?
Pushy Mindset: Focused on pushing products and closing quickly, often ignoring customer needs.
Understanding Mindset: Shows genuine curiosity, listens actively, and asks thoughtful questions to uncover what the customer truly values.
Example:Instead of saying, “This is the best camera for you,” ask: “What matters most to you in a security system — clarity, privacy, or flexibility?”
Our Appearance
The first impression customers process before you even speak.
It signals professionalism, respect, and trustworthiness. In virtual or in-person interactions, appearance affects credibility instantly.
Negative Example: Messy look, distracted environment, or lack of effort in presentation. Positive Example: Neat attire, good posture, clean background in video calls.
Example:If delivering online sales calls, ensure good lighting, professional background, and presentable attire.
Secret of Success with People
Leading & Directing
Influence & Gain Cooperation
Building Trust & Engagement
THEY MAY BE IN A DIFFERENT MOOD
Location influences, noise, temperature, clothing
How do you pace the conversation into your call objective?
Key Elements of a Strong USP
What sets you apart from competitors?
Differentiate
What do you offer that others don’t?
Explain
What makes your solution better?
Identify
TELL A STORY
- What it means: Share a real-life customer success or personal experience.
- Why it matters: Stories are memorable and make your message human, not transactional.
- Keep it short (30–60 seconds).
- Highlight the before-and-after transformation.
- Use relatable scenarios (families, small businesses, travelers).
Examples:“One of our customers upgraded to Arlo Pro 5S and saw a huge drop in false alarms while gaining peace of mind with 2K clarity.”“When I first used Arlo Essential Indoor, the Privacy Shield feature made me feel comfortable putting a camera inside my home.”
Construct a PLAN for handling mistakes
Things may go wrong — product confusion, installation issues, missed expectations
Great reps don’t avoid mistakes, they plan for recovery
- Apologize sincerely
- Correct quickly
- Follow up with a solution
If you ever feel unsure about the setup, don’t worry. Our support team is easily accessible via the Secure App and we can walk you through everything you need to do step by step.
Structure of a Strong Credibility Statement
- Make a Connection
- Relatable opening that resonates with the customer.
- Example: “I’ve worked with hundreds of families who wanted smarter ways to secure their homes.”
2. Strike a Nerve
- Identify a common problem or pain point.
- “A lot of them struggled with cameras that sent too many false alerts or didn’t record when it mattered most.”
3. Tell a Story
- Share a quick success or relevant customer story.
- “One of our customers recently upgraded to Arlo Pro 5S and saw a huge drop in false alarms while gaining peace of mind with 2K clarity.”
4. Suggest You Can Help
- Transition into how you or your product provides the solution.
- “That’s exactly the kind of difference I can help you achieve.”
5. Transition to Discovery
- Lead smoothly into asking questions about their needs.
- “Can I ask what challenges you’ve faced with your current system?”
Prospect has been contacted a few times
Transactional Selling
- Short horizon
- Focus on making a sale
- Product –oriented
- Focus on Price
SALES FOUNDATION: TOOLS & CORE CONCEPT
Consultative Selling
- Long term results
- Focus on building trust
- Offer insights
- Create value for the buyer
- What features matter most to you in a camera?
- Any must-have functions in a security system?
- Do you want extra accessories with your setup?
- What caught your eye about the Essential Indoor?
- Do you prefer standard HD, 2K, or 4K video quality?
- Do you want wired or wireless cameras?
- Is a built-in siren for deterrence important to you?
- Do you need two-way audio to talk through the camera?
- What video resolution works best for you?
- If this is for your front door, have you considered a video doorbell?
“Think about your kids coming home from school. Instead of guessing what time they arrive, you get a notification the moment they walk through the door, and you see them live — safe and sound."
Advantages:
- Builds trust
- Reduces resistance
- Keeps control of the narrative
- Positions you as a consultant, not just a seller
Arlo Solutions and Engagement Toolkit
Arlo
Created on September 18, 2025
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Transcript
Arlo Solutions and Engagement Toolkit
SALES - FOUNDATIONS TRAINING
Let's go!
September 2025
Overview
How are we selling today? – Call listening
04
08
Handling Hesitations
Sales Mindset & Models
Human Relationship Principles
Understanding Our Customers
Gaining Commitment & Building Relationships
05
09
01
06
02
10
The Discovery Process
Cross-Selling & Upselling
Arlo Branding
Sales Foundations: Tools and Core Concepts
03
07
Communicating Value
SALES - FOUNDATIONS TRAINING
What is your current state?
TRANSACTIONAL SALES
METRIC-FOCUSED
Sales
SALES - FOUNDATIONS TRAINING
How we should be selling going forward
How we are selling now
01
Understanding Our Customers
Understanding Our Customers
Behavior
Motivation
Time
Relationship
Mood
Communication Platform
Understanding Our Customers
Behavior
Customers are behaving differently when communicating remotely
One thing we should not disregard
The customer’s background noise
It can give you a lot of important information about your customer!
Understanding Our Customers
FAMILY
LIFESTYLE
PREOCCUPATION
Understanding Our Customers
Apply the Goldilocks Rule
Always strike for balance. Not too hot, not too cold. Not to hard, not too soft.
Not invading customer’s privacy, but not disregarding the useful cues either
Understanding Our Customers
In lieu of body language, be sharper with listening; Read between the lines…
+ info
Understanding Our Customers
Planning your Call objective according to Customer Relationship
Listening, Probing, Getting To Know You and Your Employees
80%
Understanding business, Keeping visibility
50%
Sustaining relationship
30%
Promoting
70%
Promoting
50%
Promoting
20%
02
Arlo Branding
Arlo Branding
VisionStatement
MissionStatement
To bring peace of mind by connecting and protecting what people care about the most.
We build trusted, lifelong customer relationships by creating innovative, smart security solutions that deliver an exceptional user experience.
Arlo Customer Care
Who We Are
At Arlo, we're passionate about creating innovative and reliable solutions that help people protect what matters most to them. Our team is dedicated to delivering products that exceed our customers' expectations, while always pushing the boundaries of what's possible in the world of protection technology.
We believe that everypne deserves to feel safe and secure, whether they're at home or away, and we're committed to providing our customers with the peace of mind they need to live their lives without worry.
So when you choose Arlo, you can trust that you're choosing a brand that's dedictaed to your safety and security, no matter what.
Arlo Branding
What We Do
We solve our customers' day-to-day needs by providing them with the tools to protect what they care about the most. At Arlo, we never settle; we always push further and seek out ways to do even better for our customers.
03
Sales Foundations
SALES FOUNDATION
Tools and Core Concepts
SALES FOUNDATION: TOOLS & CORE CONCEPT
Customer-Centric Selling Framework
SALES FOUNDATION: TOOLS & CORE CONCEPT
Unique Selling Proposition
SALES FOUNDATION: TOOLS & CORE CONCEPT
WHAT WE SELL
WHAT WE BUY
SALES FOUNDATION: TOOLS & CORE CONCEPT
Credibility Statement
04
Sales Mindset & Models
Sales Mindset
Attitude
Test #2
Test #1
In sales and in life, many things look impossible at first (closing a tough deal, handling objections, learning new tech).
The right mindset is: Don’t stop at ‘this is impossible’.
“Step back, think differently, and try.”
Sales Mindset
Image Factors
05
Human Relationship Principles
Relationship
Relationship
Activity
Secret of Success with People
Building Trust & Engagement
Influence & Gain Cooperation
06
The Discovery Process
FOUR INTEREST AREAS OF DISCOVERY
Customer mindset: “How will my life look like once this solves my problem?”
Customer mindset: “What matters most to me when choosing between options?”
Customer mindset: “Why do I want this in the first place?”
Customer mindset: “What exactly does this product/service do, and how does it work?”
Buying Criteria
Personal Motive
Outcomes Desired
Practical Details
07
Communicate Value
Communicating Value
How do we communicate value?
Confidently show how you add value. Clearly explain what you bring to the table and why it matters to the customer
Connect to both logic and emotion. Present solutions that make sense logically and feel right emotionally.
Back it up with proof. Use demos, testimonials, data, or examples to build trust
Deliver your message with impact. Share your solution in a clear, engaging way that sticks with the customer.
Communicating Value
How do we communicate value?
Where to start?
Summary Statement “Based on what you’ve told me…”
Communicating Value: Techniques
FBA - Facts, Benefits, Applications
Facts
Benefits
Application
sAMPLE
Communicating Value: Techniques
Evidences
Evidence
D.
E.
F.
E.
A.
T.
S.
DOUBTS
Communicating Value
How do we communicate value?
Where to end?
Trial Commitment
Key Idea here is that a trial commitment is like a temperature check.It tells you if the customer is warming up or if more discovery/clarification is needed — without forcing a decision yet.
Steps:
08
Handling Hesitations/ Objections
Handling Hesitations
How do we respond to objections?
Listen fully.
Read the signals.
Back it up with proof.
Deliver your message with impact.
Handling Hesitations
How do we listen?
Ignore
Selective
Proactive
Pretend
Attentive
Handling Hesitations
Inoculation
Objection prevention in advance is inoculation.
Inoculation prepares the customer against doubt or objections before they even raise them.
Steps
Advantages
Handling Hesitations
Common Objections
Reliability / Support
Pricing
Features
Technical Concerns
Security / Privacy Concerns
Comparisons
Handling Hesitations
Roadblocks / Dead-end
Roadblocks
Objections
Situations outside your control (policy, budget authority, regulations, timing)
Concerns that can be addressed with the right approach
Decision-maker issues No discount applicable for budget constraints Location / Availability Timing constraints Policy Issues
Handling Hesitations
Objection Handling Techniques
CLARIFY
REPLY
CUSHION
CROSS CHECK
TRIAL CLOSE
09
Gaining Commitment
Gaining Commitment
Commit and Maintain Relationships
1.
Demonstrate CONFIDENCE to ask for the sale
2.
Choose a commitment method that FITS the situation
3.
Construct a PLAN for handling mistakes
4.
Create a system to FOLLOW UP
Training Activity Suggestion: Roleplay different closing styles
Have one person play the hesitant customer and the other test a direct close, trial close, and summary close.
Then discuss: Which felt natural? Which built more trust?
Gaining Commitment
Paint a picture – make them say YES!
Word Picture
A word picture is when you use descriptive language to help the buyer imagine their life with your product.
How to Paint a Word Picture?
Gaining Commitment
Arlo Solutions follow-up timeframe
Day 1
Kick off call & offer intro
Day 5
Reconnect & Reminder
Day 7
Last call, last chance
One-week follow-up system
Any interaction that ended as an unsuccessful sale due to objections (not including roadblocks/dead ends), experts should follow this 7-day follow-up process
10
Upsell / Cross Sell
Upsell/Cross-sell
What is upsell?
Offering upgrades to a better option, a more expensive version, or to purchase more of what a customer is buying.
Recommending a more advanced Arlo camera, or offering bundles instead of single camera (e.g., Ultra over Pro).
Upsell/Cross-sell
What is cross-sell?
Offering additional products that complement the one being bought and that adds value to the customer experience.
Suggesting complementary accessories or devices (e.g., solar panels, mounts, extra batteries).
Upsell/Cross-sell
Disregarding the opportunity
People might avoid upselling and cross-selling due to concerns about perceived pushiness, a lack of understanding of the value proposition, or a fear of overwhelming customers with too many choices.
Overly aggressive sales tactics, poorly timed offers, or a lack of personalization can also lead to customer resistance
Upsell/Cross-sell
A guide to proper upsell/cross-sell
Identify win-win-win Opportunities
Transform perceptions and perspectives
Apply a simple Upsell/Cross-Sell Process
Upsell/Cross-sell
Upselling value for customers
Increase Quantity
Increase Quality
Improve Service
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Upsell/Cross-sell
Cross-selling value for customers
Increase Value
Increase Experience
Increase Relationship
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Prospect us nearing the "purchase" phase/ Prospect is about to renew
How We Communicate
Message delivery - both words and non-verbal cues. Communication is not all about what you are saying, factor in how you say it.
Formal / Informal: Tailor to the customer. Too formal may feel stiff too informal may feel unprofessional. Confident / Nervous A positive, solution-focused outlook makes customers feel comfortable. Enthusiasm (without overdoing it) conveys belief in your product and builds excitement
Example:Instead of overloading with jargon, explain simply: “This 2K resolution means you’ll see faces clearly, even at night.”
THEY CAN BE MENTALLY ABSENT The mind wanders when you don't have a focal point (i.e. the eyes) How do you convert them into "buying mode" if it’s not part of their plan for the day?
“Picture this: it’s late at night, and instead of worrying about strange noises outside, you open your Arlo app and see a crystal-clear image of your driveway. You feel safe because you know what’s happening in real time.”
Steps:
Influence & Gain Cooperation
The only way to get the best of an argument is to avoid it. Show respect for the other person’s opinion. Never say, “You’re wrong.” If you are wrong, admit it quickly and emphatically. Begin in a friendly way. Start from a point of agreement. Let the other person do a great deal of the talking. Let the other person feel that the idea is his or hers. Try honestly to see things from the other point of view Be sympathetic with the other person’s ideas and desires. Appeal to the nobler motives – the greater good. Dramatise your ideas – bring them to life. Throw down a challenge.
Identify win-win-win Opportunities
SUGGEST YOU CAN HELP
Examples:“That’s exactly the kind of difference I can help you achieve.”"We make it simple for you to stay secure without feeling overwhelmed by tech.”“You don’t need to be a tech expert so set these up!”
Sales Foundations : Tools and Core Concepts
Demonstrate CONFIDENCE to ask for the sale
Customers sense hesitation — so your tone and words must show certainty. Confidence = reassurance that the customer is making the right decision
“Do you maybe want to buy this today?”
“Let’s get you started with the Arlo Pro 5S today so you can enjoy peace of mind right away.”
STRIKE A NERVE
Examples:“A lot of people struggled with cameras that sent too many false alerts or didn’t record when it mattered most.” “Many customers I speak to worry about privacy indoors, especially with young kids at home.”
Imagine relaxing on vacation, checking your phone, and instantly seeing your kids arrive safely at home — all in crystal-clear 2K video, without worrying about the camera going off without power cause it’s plugged in – you can also talk to them directly and give instructions
THEY WON’T CARE ABOUT MULTI TASKING The longer the call is, the more will customer find ways to do other things How do you keep the attention of the customer?
“Imagine being at the office and your doorbell rings. With Arlo, you don’t miss a thing — you greet the visitor right from your phone, no matter where you are.”
Apply a simple Upsell/Cross-Sell Process
Step 1: Reinforce their main decision
“You’ve made a great choice with the Arlo Pro 4
Step 2: Link to a need or outcome.
“Many customers who choose this also want to make sure their indoor space is covered for privacy and family safety"
Step 3: Suggest one clear option (not five).
“Many customers who choose this also want to make sure their indoor space is covered for privacy and family safety"
Step 4: Make the decision easy.
“Would you like me to add one of our indoor cameras to your order so you are fully covered indoors and outdoors?
Training Tip for Roadblocks
Sample:
"The Essential Indoor has a built-in Privacy Shield that physically blocks the lens when disarmed. Unlike most of our outdoor cameras, you can control when the Essential Indoor should, giving you security while respecting your privacy. Since you said you don’t like the feeling of being watched inside your living room, this gives you the peace of mind you wanted, coverage when you need it, privacy when you don’t."
Building Trust & Engagement
Don’t criticize or complain. Give honest, sincere appreciation. Create an eager want to improve and change Become genuinely interested in other people. Smile and be approachable Remember and use people’s names Be a good listener, stay fully present. Talk in terms of their interests, be on their agenda Make the other person feel valued and important
“Right now, you might worry about packages sitting at your front door when you’re at work, but with the Arlo Video Doorbell, you’ll see every delivery in real-time and even talk to the courier from your phone."
Relationship is absent; Prospect is new
Activity
Common Denominator All people who….
Can you balance all 14 nails on this single standing nail?
HESITATION MARKS
DOUBT MARKS
INATTENTION MARKS
Create a system to FOLLOW UP
Closing isn’t the end — it’s the start of the customer relationship A good follow-up system increases renewals, referrals, and upgrades Try not to be pushy and demanding – just do what’s needed
What is a Unique Selling Proposition (USP)?
A Unique Selling Proposition is a clear statement that explains:
It’s not just about features — it’s about the unique benefit the customer gets.
Our Attitude & Self-Control
The energy, tone, and emotional control you bring into interactions. Customers buy into your confidence and energy as much as the product itself.
Negative/Bored tone: creates doubt. flat tone suggests indifference Positive/Enthusiastic: A positive, solution-focused outlook makes customers feel comfortable. Enthusiasm (without overdoing it) conveys belief in your product and builds excitement
Example:Instead of sighing when a customer raises an objection, respond with: “Great question — let’s explore how we can address that.”
Credibility Statement
Credibility statements are powerful ways to build trust quickly with a customer
A credibility statement is a short, confident introduction that establishes why a customer should trust you, your company, and your solution.
It’s not a sales pitch
it’s about trust-building and positioning yourself as a reliable partner.
TRANSITION TO DISCOVERY
Examples:“I know I shared a lot, but may I ask what challenges you’ve faced with your current devices?”“I shared with you how these cameras changed my perspective on security, but what about you? What matters most to you when it comes to home security—privacy, convenience, or detail in video quality?”
Can you connect all the 16 dots with just 6 straight lines? Without lifting your pen? Without retracing your path?
MAKING A CONNECTION
Examples:“I’ve worked with many families who wanted smarter ways to secure their homes.”“I know how important it is to protect not just property, but also peace of mind.”
Transform perceptions and perspectives
Template 1: Problem–Solution
For [CUSTOMER SEGMENT] who struggle with [PAIN POINT], we provide [SOLUTION/PRODUCT] that delivers [BENEFIT], unlike [ALTERNATIVE/COMPETITOR]
Template 2: Feature–Benefit–Impact
Our [PRODUCT/FEATURE] offers [KEY BENEFIT], which means [POSITIVE IMPACT FOR CUSTOMER].
Template 3: Competitive Advantage
Unlike [COMPETITOR], [OUR PRODUCT] gives you [UNIQUE FEATURE], so you can [CUSTOMER BENEFIT].
Template 1: Problem–Solution
Template 2: Feature–Benefit–Impact
Template 3: Competitive Advantage
Template 5: Short & Punchy Tagline Style
Template 4: Customer Transformation
Choose a commitment method that FITS the situation
Different customers need different approaches We must match the close to the customer’s style (decisive, cautious, analytical)
Trial Close: “If the subscription cost wasn’t a concern, would this meet your needs?”
Direct Close: “Shall we go ahead and order today?”
Assumptive Close: “Would you prefer 2 or 3 cameras for your setup?”
Summary Close: “So, we’ve got indoor privacy protection, outdoor coverage, and app alerts — shall we finalize this package?”
How We Relate to People
Approach to building relationships - whether customers feel pushed or understood. Are you here to help or to sell?
Pushy Mindset: Focused on pushing products and closing quickly, often ignoring customer needs. Understanding Mindset: Shows genuine curiosity, listens actively, and asks thoughtful questions to uncover what the customer truly values.
Example:Instead of saying, “This is the best camera for you,” ask: “What matters most to you in a security system — clarity, privacy, or flexibility?”
Our Appearance
The first impression customers process before you even speak. It signals professionalism, respect, and trustworthiness. In virtual or in-person interactions, appearance affects credibility instantly.
Negative Example: Messy look, distracted environment, or lack of effort in presentation. Positive Example: Neat attire, good posture, clean background in video calls.
Example:If delivering online sales calls, ensure good lighting, professional background, and presentable attire.
Secret of Success with People
Leading & Directing
Influence & Gain Cooperation
Building Trust & Engagement
THEY MAY BE IN A DIFFERENT MOOD Location influences, noise, temperature, clothing How do you pace the conversation into your call objective?
Key Elements of a Strong USP
What sets you apart from competitors?
Differentiate
What do you offer that others don’t?
Explain
What makes your solution better?
Identify
TELL A STORY
Examples:“One of our customers upgraded to Arlo Pro 5S and saw a huge drop in false alarms while gaining peace of mind with 2K clarity.”“When I first used Arlo Essential Indoor, the Privacy Shield feature made me feel comfortable putting a camera inside my home.”
Construct a PLAN for handling mistakes
Things may go wrong — product confusion, installation issues, missed expectations Great reps don’t avoid mistakes, they plan for recovery
If you ever feel unsure about the setup, don’t worry. Our support team is easily accessible via the Secure App and we can walk you through everything you need to do step by step.
Structure of a Strong Credibility Statement
2. Strike a Nerve
3. Tell a Story
4. Suggest You Can Help
5. Transition to Discovery
Prospect has been contacted a few times
Transactional Selling
SALES FOUNDATION: TOOLS & CORE CONCEPT
Consultative Selling
“Think about your kids coming home from school. Instead of guessing what time they arrive, you get a notification the moment they walk through the door, and you see them live — safe and sound."
Advantages: