How To Avoid Refunds In High-Ticket Sales

What's going on, you guys? New video. This one is going to be about navigating chargebacks, disputes, refunds in the high-ticket sales space. This is more so tailored for the direct steps that sales reps should take to not have this happen. But if you have your own offer or you're helping people manage or build stuff out, this could also be applicable to you. I've been on A handful of teams, more than a handful of teams in this space. I've helped other people build their sales teams remote. I've seen a lot of things, a lot of different things. I know a lot of sales reps in this space. So this is all that information over the past 2 years, like coming to one video for you. So how to stop getting chargeback refunds, stuff like that. A little bit under the weather, getting to the back end of it. Been sick for literally the last 7 days, which is bad, but couldn't not post a YouTube video. So let's get into it, guys. First things first, for the sales reps, you know, we want you to close more, make more, keep more. So why does this matter to you? It's like, hey, I did my job. Why do I care if they refund? Well, chargebacks, disputes, and refunds will, for one, they'll kill payment processors. You get a certain amount of them in comparison to the total volume that you do, and you'll get kicked off. And then if you get kicked off, there's apparently a centralized database where like all the payment processors can see who's banned from what. So it's a very slippery slope. As a sales rep, it's not really your issue, but you should still be aware of it. But, you know, when refunds happen, it kills morale. And it kills companies because if they can't, if they don't have a way to bring in revenue or if they're exhausting resources, getting deals closed and then losing the revenue, they're not going to exist. Okay. And so in this space, especially with smaller teams, there are cases where the teams will request a clawback, which is basically like the customer refunds. We're taking your commission back or we're going to withhold it. From your future commissions. That should be made clear before you accept a contract with anybody on what that is to look like should it happen, right? Now, this is if you were at fault. Like if you missold, you closed someone that you shouldn't have, or you gave them the wrong expectations and you actually did wrong, this is justified. There are also some teams that regardless if you mess it up or the backend team messes it up, They will still pull your commission back, which is just not cool. That's just not cool. Like, there's not really a case in where that's cool or in which that's cool. So be aware of this when you sign on with a new team. I mean, one, make sure they're a good team, right? Make sure they don't have that many callbacks to where this is a recurring issue. But yeah, guys, nobody wants to see this happen to their business. But as you can see here, we got 7 tips and 1 mega tip. On how to avoid this altogether. So let's get into it. So tip 1 is when people get into your program, they need a fast win. So meaning like they need very clear direction as to what is going to happen next. And they need to be basically like, think of like a relay race. You got one runner coming in with a baton, the other one has to be right there to catch it, or else you lose, right? It has to be a clean handoff. A lot of people, what they'll do is they'll send like merch or send a free training or resources. But basically what you need to do is have like a second buy-in or like a confirmation of like, oh yeah, this is why I decided to work with X, right? So if you have an onboarding call, book that in as soon as you possibly can. Just make sure there's no room for error when it comes to that handoff from like, you know, sales call to fulfillment. Tip number 2, ensure that complete access and next steps are granted. So if there's multiple platforms or logins or whatever, make sure they have all of them, they have them written down, they have them somewhere they can access. They have access to communication with you and the people that they should. Make sure that they understand how to use the platform. So like, this is a big thing if you're selling to people that aren't really as savvy in this space. Like I had one, for example, back in 2022, I closed a guy $4,000 paid in full, no objections, like 30-minute call. I had 17.5% commission. So I think that was like $700. I was like, cool, awesome. I walked him through onboarding as I normally would. I go to bed. Next day I wake up, owner from the boss, hey man, we had to refund this guy. He was pissed because he couldn't figure it out. I was like, what the heck? I literally walked him through everything. And so no matter how self-explanatory you think it is, make sure that you are just again passing that baton off as clean as you can. Make sure they know how to use everything and create videos or resources showing them how to do this. So leave, leave nothing to chance, basically. Also, the person who's grabbing the baton, make sure they are aware that somebody new is in, whether it's a coach, a CSM, etc. Next, tip 3, ensure proper understanding of Tasks, like what is to be next, or what is to be done next. I'm sorry. So client must have a clear roadmap of what they need to do. If they are uncertain, they're foggy about any of this, it's going to kill the clients and the client success. Okay. Again, have videos and resources explaining everything they need to know. Everything. And then try to centralize the info to avoid confusion. For example, school is where I host my community. We've got the course, the live call calendar, the communication channels. When you have something like a group on Facebook and a course on Kajabi, and then they have like, they have to go to the email to get all this stuff, it's very easy for people who aren't as accustomed to this space to get lost, confused. And upset. So try to make this as easy as possible. This platform School, if you're not familiar with it, S K O O L, look it up. It's really good. Tip number four: This is coming down to you guys as the sales reps, but like the actual sale of the product, the coaching, whatever it is, 100% emotional closes, like charging somebody up so much emotionally that they're like. Just gonna make a reckless decision is not how you need to be closing people at all, because they will always, an hour, 2 hours later, or the next day, they'll come to realize like, I wasn't in the right headspace when I made that decision. And now it doesn't really make sense. So you have to, while you should, you know, take, like, you should have somewhat of an emotional sale. It also must be backed by logic for it to stick. Because once the emotion clears, they have to have something that's like, oh yeah, that's why I did this. Emotion fades, you will get buyer's remorse, especially on, you know, if you're having to handle all these objections and they weren't expecting to buy, but you've made a really good case. Buyer's remorse is so serious in this high-ticket sales, online coaching services space. You can bully someone, Someone to buy, but they will change their mind shortly after. And the best way to do this, in my opinion, is to have them walk themselves to the conclusion that they need your service. So it's not like you just lecturing them one-sided, again, like charging them up emotionally and basically like bullying them until they buy. Just ask the right questions, which is a whole nother video, but ask questions that are going to promote them internally coming to the terms that their best bet moving forward is to work with you alongside them. Okay. So tip number 5, have integrity. Big one here. You need to sell something with a high success rate and good reviews. This will comfort customers in times of uncertainty, because if they have uncertainty and you like don't have good reviews online, or you're a brand new program, it's just going to like spike so much faster. You should also be able to openly share reviews and customer data to alleviate any of this if you need to. Again, you should be able to— I'm not saying you should for every case, but yeah, guys, like just sell something good, sell something that actually gets results. That's pretty self-explanatory. Tip number 6, Don't close people who shouldn't be closed. All you sales guys, I know you have KPIs, I know you have quotas. And I mean, this is kind of like abundance mindset stuff, right? You shouldn't just take money from people because they have it. Because there are people, no matter what you sell, who will not be in alignment. They won't be qualified. Maybe they don't have the money. Maybe they're a bad fit. Maybe they don't have the means to succeed with this mechanism, such as like they're in the wrong location. Maybe your thing only works in the US and they're in France. It's not going to work. The internet, like if they're in, I don't know, some country in, let's call it like Africa, and they have terrible Wi-Fi. Like, dude, realistically, it's gonna be very difficult for you to make $20K a month high ticket closing with the setup that you have. Like your Wi-Fi works 10% of the time. Like you should probably go try something else. That's what you should tell somebody. They were talking to you about high ticket closing, right? If English, if their English is, well, let's say with what you do, if English is a requirement, good English, then You know, you need to make sure they have that and a whole lot of other stuff, guys. But like, don't just take people's money just to take people's money, basically. Okay. That's tip 6. Tip 7, make introductions. I think this is something from being the sales rep on these that I learned to do over time on any team that I was on, introducing people and kind of like solidifying Them in the program or them within the service. So like making a public post introducing them to everybody, it's a little bit a little sense of accountability there. It's like oh all these guys saw me come in now I have to get the results now I have to show up now I can't leave right introduce them to people similar to them. So like if that person is in Houston Texas and there's someone else in your program that's in Houston Texas. It's so easy to make a connection. That person is, they come from the tech space and they're trying to go into high-ticket sales. Like, this is something that I see a lot. Oh, you did tech or like you did account executive work for a fintech startup. Like, meet this guy. He did the same thing and he's also on this journey. And then having them reach out directly. Okay. Oh, I'm sorry. Having the team reach out. To the new member directly to start conversations. So, hey, name, I'm fucking— I'm Ben. Nice to meet you. I'm the head of client success here. I'm gonna be working with you pretty intimately over the next 12 weeks or whatever it is. And then ask a question, something like that, right? So make introductions. It's big. And that's basically it. Well, there's another one, guys. Mega tip. Always save the best for last. Join my community where this is literally all we talk about. Some results as of recently, all these people getting hired. A lot of guys coming in August, September, October, October getting hired in 1 week, 3 weeks, 2 weeks, 3 weeks, 3.5, 3. When I switch screens here, hopefully the recording follows, but go to my Instagram and you look at the members or the hired highlights, you're gonna see the timeline on some of that. And yeah, guys, so sorry for the delay. Just waiting for the camera to catch up. We got a lot of roles going through there. We've been in there for about four months. We went from Slack to school. Hiring is a priority. Just got this message today. Hey, I'm looking for good recruitment partner. I just signed on Pace Morby and Dan Bilzerian. Need 30 reps over the next 6 weeks. So stuff like this you only get in communities, kind of like underground communities, serialselfscommunity.co. Everything in relation to the community is going to be linked down below. If you have any questions, hit me up on Instagram, Twitter, TikTok now because I'm trying to go hard on TikTok, email dylan@serialsales.co and we'll take it from there. But yeah, guys, stop getting refunds, keep your commissions, and don't kill your payment processors. You'll make a lot more money. Peace.