Remote Closing - The "One-Call Close" Framework
Dylan Vergara breaks down an eight-stage framework for closing sales in a single call: intro, agenda, pre-qualify, discovery, qualification, pitch, surface objections, and close. The structure lets you stay in control and move prospects to a decision without scripting every word.
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Yo, welcome. New video, one-call close. This is an accumulation of the stuff that I've learned by being on multiple sales teams that do it, taking a ton of high-level sales training and closing a lot of one-call close deals. 2 things to know here. One, this stuff works for me. It might not work for you. Or parts of it might not work for you. Beautiful thing about sales, so many different ways to do it. This is just what's worked for me. Second thing is really pay attention to the frameworks because the frameworks are gonna be, you know, what allows you to go from one offer to the next and, and ramp up quickly and perform well. The frameworks are gonna be what, you know, in the middle of a call, really let you kind of go, go and explore outside of your script and, and get the information that you need to close the deal. Close. So that's why this video is on the frameworks and not how to make a B2C one-call close script. Memorize the frameworks, you'll be better off. So let's dive right in. Let me make myself smaller here. Cool. One-call close. You guys, if you're watching this, you probably are familiar with some of this, right? You know of the intro, the discovery pitch, objections, you know that. But I'm gonna dive into, you know, each and each and every one as if you don't know. And hopefully by the end of this, you take away some, some good nuggets, take away, implement, close some deals, come back on Twitter and say, yo, I closed the deal after watching your video. That would be awesome. So let's, let's dive right in. Intro. Intro should be like 2 minutes max. If you have a 5-minute, a 10-minute intro, You're probably not closing the sale and you've lost control and they like probably don't respect you because you didn't direct the call. So starting with pleasantries, you're a human, they're a human. Acknowledge that. Ignoring it and pretending like you guys are not what you are, it's just awkward, man. So when I say pleasantries, don't go and say, yeah, you're from Las Vegas. Like, my aunt's brother's dog lives in Las Vegas and I was actually there 3 years ago and I'm supposed to go. You know, this year or two for a wedding. Like, bro, that's not, that's not right. And, and building report— report is built through the whole call. There's not a section to build report. Um, but pleasantries are like, hey, looking forward to the call, let's dive right in. Just like acknowledging them and, and why you're here. Or, um, yeah, just, just intro, introducing yourself. Um, you can, you can do that. Hey, Hope you're having a good Friday so far. Let's dive right in. Something super light, 5, 10 seconds. Agenda. This is the part that's gonna make or break a lot of younger guys, or not so much younger, but like newer people in sales. The agenda is where you really lay out the structure of the call. And the agenda is, it needs to be done correctly. So there's 3 parts of the agenda. Mostly 2. One, the 3rd one is optional but highly encouraged. The first part is, hey, I want to talk about you. I'm going to ask you some questions to figure out where you are, what you're looking to do, what you've done in the past, stuff along those lines. That's the first part. The second part is then assuming there's alignment between what you're looking to do and what we help people do, then we'll dive into exactly what that would look like for you in your unique situation. So first thing, we're gonna talk about you. Second thing, we're gonna talk about us. Third thing, it's not— I don't even wanna say it's optional, but let them know that you're looking for a decision because this is the one-call close structure. Okay? So, hey, ultimately, if we feel it's a good fit, we're looking to, you know, move, move in the best direction by the end of the call. Or ultimately, by the end of the call, we are looking for a yes or a no. And really set the expectation on, hey, we want a decision to be made and we're serious. Like, we're not here to just talk and tell jokes and shoot the shit. Okay, this is where if there's going to be objections that come up or like reasons as to why they cannot move forward, you're gonna, you're gonna get them out right here. Otherwise, you're probably looking at this chart and wondering, why is there pre-qualify and why is there qualification? Pre-qualify is if there is something glaringly wrong at the start of the call, I address that immediately. Such as, hey, I noticed that there were 2 people on the invite. Is there somebody else that should be on this call with us? That would, you know, you would get here, if it slips past, ultimately it's going to jam you up back here. You wasted 45 minutes of your time. The next thing Is for for a lot of B to C coaching, right? They're gonna have hey, what do you have to invest in yourself right now? A thousand. They let's say your program is five thousand and they say I have a thousand. Well, one, that person probably shouldn't have been able to book the call. But if you get in the situation where they only have a thousand, bring that up. Like don't waste your time. Don't waste their time. It's like hey, before we get you know too deep into things here, I have. A note here from your application that says you have $1,000 to put into your education at this point in time. Is that still true? If you can work with that, work with it. If you can't, there's no point in having the call. Okay? You're not gonna get, you know, from here, go all the way through this and work some magic to where they have more money now. So pre-qualify is really like, if I notice something that is like just off the jump gonna jam up my call, That's when I, when I do it right after I set the agenda and all that. And I just realized I'm kind of stupid. I missed compliance. So the compliance part is after you set the agenda, hey, we're gonna talk about you, we're gonna talk about us, then we're gonna make a decision. Compliance is simply, is that good? Like, or good with you or cool, something like that. You've heard the Jordan Belfort sounds Sounds fair or fair enough. If you're talking to anybody who has an inkling of sales experience or business ownership, like they're gonna hear that and they're gonna be like, oh boy, here we go. So be careful with that one, but it works. But I always use like good with you and then pre-qualify. The next thing is the discovery. So this is again, 2, 3 minutes, not long at all. The discovery, Is the most important part of the call. It's the longest part of the call, and it really is going to make or break you. So every, every call that I take, I write either on my notepad or on a place to take notes on my computer. I write overview, goals, struggles, experience, and I do not move past this part until I have relevant, relevant information under each of them. But specifically, I need 2 or 3 things Beneath goals and struggles so that I can use this ammunition at a later part of the call. Now, before we dive into like this, I wanna show you there's, there's a few different ways to structure discovery, and this is why I think this is the best. So overview, goals, struggles, experience. I got these diagrams I made a while back. This is overview, goals, struggles, experience. Like what is Listed above. When you, when you start here, this is the beginning of the call, this is the close, and this is where they want to be, right? You're talking about the goals, you're getting them excited. They're actually getting a sense of like maybe they feel like they've done something when they haven't. You talk about the struggles and like, yo, why aren't you where you want to be? What's going on? You pull them down to a place of like dissatisfaction. People are much, much, much more likely to buy Out of dissatisfaction than out of like potential gain. So you want to pull them down and create like a separation between where they are and where they want to be. This green line right here would represent your solution or your pitch. So it's just a seamless, you know, flow from like, oh, this sucks and I'm stuck and I need help, to I'm gonna get there. Okay? And your pitch should get them there. Now, I like this structure the most. It's the easiest. You'll see some people, they want to start the call with, or the discovery with, man, like, why are you stuck? Why do you need help? Like, what's the issue? And it works. But in my, like, if you look at it on a chart like this, this is how it plays out. So you're pulling them down immediately and then you're like having to build them back up and you're like, oh, what's your goals? Oh, awesome. Yeah, $10K a month. That'd be great. But in order to get them to buy, like to close and to, you know, have confidence that, you know, you're gonna get them there, they need to like experience that pain again because there's gonna be no urgency if they don't experience that pain. So you have to pull them back down, remind them why they're there, and then give your solution or your pitch and boom, like shoot 'em through the close, get 'em where they need to be. This is just a lot more complicated. There's a lot more room for error here. Okay. So that's why I like this. It's a lot, it's a lot more simple. It's, it's more like natural. There's not all this up and down. So yeah, that's why I structured it like this. Now getting back here. So overview, I always like to give them the floor and open it up, give them an opportunity to kind of show me what kind of person they are. So I'll say, hey John, 50-foot overview, tell me about why you're here. Why'd you book this call? And then you're either gonna get like one of two things. You're gonna get like the short, oh, I just wanna make more money, the 5, 10-second response, or someone who's gonna go on for 2, 3, 5 minutes and just freaking overshare and just dump on you. Okay? You don't want that to happen. You do wanna take control before you lose 5 minutes of the call. But this gives me a good idea of what kind of person I'm dealing with, how they think and what motivates them and where they wanna be and all that stuff, right? So overview, dude, tell me about your situation, what's going on. Then most people will actually start to talk about their goals naturally, right? From this, like once you give them the floor, if not directed into their goals and say, okay, where do you wanna be? What's the end goal here? And they're gonna say, hey, I wanna make $10K a month. Within the next 3 months. If that's possible on your— in what you're offering, awesome, cool. You wanna make $10K a month in 3 months. What does that change for you? Or like, what— why $10K a month? Why is that significant? Oh, like, you know, we— my daughter and I recently split up from the wife and wife was like a wreck and I, I got my daughter, but now we're in an apartment. It kind of sucks. I'd love to be able to buy a house for my daughter and I. Like, okay, so now you went from the goal being $10K a month in 3 months to, you know, providing the best life for his daughter that he can. Um, so your goals and your struggles, you're never going to sell them on the surface level thing. You have to go deeper, 1, 2, 3 questions deeper, and that's what's going to get them to buy. Secret tip here, I've sold a lot of B2C. I know, especially on biz op, if I'm talking to a man who is doing this for his wife or his kids or his family or whatever, You need to leverage the shit out of that. That is why he's gonna buy, okay? He's not gonna buy because he can make $10K a month in 3 months. He's gonna buy because he needs to get his family in a better situation. People are going to buy again out of dissatisfaction 10 times over before potential gain. So goals here, like get the surface level goal and then find out what that really means to them and what that really changes. Then pull them down. Struggles. John, why aren't you here? Oh, like time. Time has been, you know, it's hard. It's hard to come by. I work the 9 to 5. I gotta take care of the daughter. Then go deeper. Like you, it's hard to come by. Like, man, that must, that must be rough. Like having to provide for the daughter, trying to, trying to, you know, build something that can ultimately give you more time with her. Like, Like just dig, dig deeper into what, what exactly that pain is and, and how, how much it hurts, right? So yeah, I, you know, I wanna provide this life for my daughter, but I don't have enough time. It's like, you don't have enough time? Like, isn't this important? Yeah, it is important. Like what, what happens? What happens if you just keep it at the 9 to 5? So implication questions, dig deeper, get more information. Get 2 to 3, you know, big, big points here that you're gonna be able to leverage down the call. So you've gone through their goals, you brought them up the roller coaster, they're excited, they have a clearer picture of what they want. You brought them down struggles, create the separation between where they want to be and where they are. Then you talk about the experience. So in order for you to kind of gauge like where they are in this journey, What they've tried before, like literally ask them, all right, John, I know where you want to be. I know why you're not there. What have you tried in the past? Okay. This is also going to give you a good idea if they're looking at other things, if they've been burnt before, so that way you can tailor your pitch specifically to their unique situation. Okay. So discovery, you're talking 10, 20 minutes within each of these. You need to be asking sub-questions that are relevant to them. And that's why that is hard to script because you're gonna make one script and you should have a script. You're gonna make one script and that is gonna be for one buyer, right? You're gonna be taking hundreds, thousands of sales calls. So you need to be able to memorize the framework so that way you know to get deeper, deeper, and you can deviate from the script but still be, or still have meaningful conversation. Now this is gonna flow pretty naturally too. And usually in struggles, they could tell you about the experience. So it's going to be a natural flow for the most part. That leads us to the qualification. Before you pitch anybody, you need to be pretty sure or very sure that they're going to say yes. Or if not, like, these are obstacles. Okay? These are objections. Obstacles are 100 times easier to handle than objections because there's no sales pressure. You're on the same team. Like this part of the call, you're on the same team. As soon as you mention price or ask for the sale, it's just like natural human nature to like create space. Like, whoa, I gotta think about it. Like, hold on, he's asking for money. Fight or flight. Okay. So you need to handle this stuff that could jam up your sale before you even pitch. All right, so qualification, there's 3 things that I look for, one being intent. Hey, assuming you find the perfect solution for you today and you know without a doubt that this is gonna get you where you wanna be, are you ready to go forward today? Like, are you actually looking to do this today or are you looking like 6 months down the road? If they're looking like 6 months down the road, should you be like, hey, let's have this conversation when it's more relevant to you then. Okay, if they're looking like a week or two, you could probably probably nudge them, nudge them to buy on the call, or you know figure out what would work best for them. But you need to you need to know that they have intent to change their situation. Okay, the next thing is finance. On B to C coaching, there's usually financial qualifications that would eliminate this for from you. It'll be like, hey, just so you know. Ballpark, our program is mid-4 figures. That is not completely out of the question for you at this moment, right? You're gonna get the answer. There's different ways to do this. If you know that this person just has money, like they told you they own 4 businesses, they have more money than time, that's why they wanna hire people, you don't need to do the financial qualification. There's 2 different ways to do this too. You can go, the more vague route where it's like, hey, mid-4 figures, does that work for you? The reason this can be a problem is like people are gonna dig into that more. It's like, what do you mean mid-4 figures? And then I, you know, you would come back and say, hey, it really depends on your unique situation. This is not a one-size-fits-all program. So based on what we talk about or what we talked about, I'm gonna, you know, hopefully be able to build you something that works. The other way you can do financial qualification is, hey, this is $5,000. Does it still make sense for us to continue on this conversation? That one is a little bit controversial. Your sales manager may not like it, but it's going to save you guys a lot of time if they can't do it. I will always, if I ever feel like somebody is actually like broke and like they don't have money, I'm gonna financially qualify hard. So I'm gonna say, yo, I know you're 17, you're in college and you don't have a— or you're 18, you're in college and you don't have a job. This is $5,000, man. Is that doable for you? So the more I think that they're not financially qualified, I'm gonna qualify harder, okay? Because I don't wanna waste my time, I don't wanna waste their time. The last thing is a decision maker. In most B2C coaching, Most you should. It should just be one decision maker. Sometimes you'll run into a situation where ah, gotta run it by the wife, gotta run it by my brother who's gonna be my business partner or my parents because they're gonna give me money. So you want to make sure that the decision maker is on the call ultimately right now. There's certain circumstances where it's just not possible, and that's where you need to do your best due diligence and determine. Hey, is this something where we should set up another call? Like, let's move it to Thursday at this time, or should we just push through? If this person's like genuine, push through, set a second call and move from there. It's really, you're gonna have to test and see what works best for you. But typically, if the decision maker is not on the call and you are going for the one-call close, it's not gonna be good for you. It's gonna jam you up. These are the main things that you should qualify Beforehand, intent or timing, finance and decision maker. Then your pitch. Guys, this is like one of the most fucked up parts of a sales call. Your pitch needs to be stupid simple, brain dead simple. I'm talking 5 minutes max. We're again specifically for B2C. 5 minutes max. Try to stay away from slide deck. Try to stay away from screen sharing. If you have to, it's not going to kill the deal. But you're dealing with somebody who— think about how they got here. Maybe they clicked on an ad, they joined the call, like super short attention span. Not super, typically a shorter attention span. They're going to be, you know, their mind's going to be wandering. They're going to be wondering how this works or that works. Like You need to make your pitch dumb simple. 5 minutes, break it up into 2, 3, 4 parts if you need to. But some people, man, they have these scripts or these pitches where it's like, hey, here are the 3 main parts, and then you're gonna get this on the side, and this is a bonus, but we're including it for free. Dude, you're confusing them. You're making them think about how it works. Versus, you know, actually taking action. You're taking them out of the buying state. So the important thing to note here is to sell the benefits. And if you're watching this and you're taking sales training, you know about the benefits versus features, right? So let's say one aspect of your program is 24/7 support in Slack and live Zoom calls. Okay, well, yeah, that's nice, and you mentioned that, but Be like, hey, you're gonna have 24/7 support and access to all of the coaches via Zoom 3 times a week so that you don't, you know, have this problem again that happened to you 3 months ago when you tried it with another coach. Okay? So it's not, it's not like, hey, you're gonna have a 50-hour course and it's gonna talk about this, this, this, and that, and how to do this and all that. You're gonna have a 50-hour course so that way you don't have to You know, you mentioned you're short on time. You don't have to spend the time outside of your 9 to 5 researching the depths of Google to try and get valuable information that's going to help you. We want you to spend that time with your daughter. That's why we put all this in the 50-hour course. Short, simple. Some people are going to want details. If you hold out details and it's awkward and it's weird, you're going to lose a sale. But that's only a certain type of person. So try to hold your cards close to your chest. Pitch the features. I'm sorry, like touch the features, pitch the benefits. And on a case-by-case basis, if they need more information, give it to them. But be careful, like keep those cards close to your chest because then if you start talking features, features, features, the intricacies of how it works, you're gonna lose 'em. Okay, so pitch, 5 minutes, make it stupid simple, move on. Okay, confirmation. This is, this is the second chance where you get to handle the obstacles rather than the objections. After your pitch, you talked about X, Y, and Z. Hey John, I know that was a lot of information. Overall, how does the concept sound? Does it sound like something that could help you? Yeah, yeah, Dylan, it does. I think I, you know, this, this, uh, community could be super valuable to me, and, um, I think this is good. Cool. Get down to the self-doubt, and, and you can ask more questions here as needed. Self-doubt. John, right now, given your situation, is there any reason you don't see this working for you? This is the best question, and I, I always ask this question. This is the best question to kind of fish out the, I just don't know if I could do it. So I always phrase it like, hey John, as of right now, after going over everything, is there any reason in your mind as to why this would not be possible for you? And that could resurface some of this. Okay? So make sure that they buy into the concept, they understand it. John, you know how everything works. Any questions? Does it make sense? Does it sound like it would help you? Are you confident that it would help you? And then get past that self-doubt. This is the trickiest one. Is there any reason this wouldn't work for you? I know, I know you tried, you know, this in the past and it didn't work, but now we're here. Why is, why is it gonna work this time? Have them like prove themselves and then they'll mentally buy into it without you saying like, Dude, you have to make this work, okay? So handled the obstacles there, then you close, okay? So then we get down to the close, you need to ask for the sale. Cool, John, sounds good, it looks good, you think it's gonna work for you and there's no reason that, like, there's no reason this wouldn't work for you, then you ask for the sale. There's a bunch of different ways to do this, okay? You can go the next steps and then lead to the investment. So, hey John, in order for us to get you started, we're talking 5, 10 minutes. We'll sign— I'll send the agreement over, sign it, we'll collect the first payment or collect the payment, and then I'll get— I'll start getting you access to everything within 10 minutes. You'll be inside. Is that good with you? Yeah, that sounds awesome. Cool. In order for us to get this started, your investment today is $2,500, $5,000. It's only $5,000. Say investment too. Don't say price, say investment, because they're investing in themselves. The way that people associate these words, it's crazy. Don't use price, use investment. So you can do that. You can say, hey John, 5, 10 minutes, we'll get you, take care of these steps. Boom. You can also go with, hey, all right John, sounds like it's a great fit. The next steps are clear the first payment. It's gonna be $5,000. As you take care of that, I'll start sending access over. You ready to go? Something like that. And then, honestly, by this point, man, people are going to be asked— like, some people are gonna be asking you for the price. You're like, all right, cool. Program is $5,000. You want to do credit or debit? You've probably heard the thing. Saying whoever talks first loses. It's fucking bullshit. If you talk first and you are saying shit that doesn't, that like is irrelevant to getting them to make a decision, yeah, you're gonna lose it. But if you say something along the lines of, hey John, it's gonna be $5,000. After that, I'll get you X, Y, and Z. We'll be rocking and rolling. You're not gonna lose a sale for that. You're actually kind of like diffusing a little bit of the sales pressure. Versus, hey John, it's $5,000. You're sitting here like this, whatever, twiddling your thumbs. I don't know, dude. Like I've seen, I've reviewed calls where people do that. It's fucking awkward. It's not natural. So there's multiple ways to do this. Just don't, don't sound like the dude who consumed too much sales training and you're like, all right, John, it's $5,000. Shut up. It's fucking awkward. Okay, so you need to close, you need to onboard, you need to make sure that the onboarding is seamless or else you'll get chargebacks. I've had it before, went through the whole sales call, no obstacles, no objections, loved it, was bought in. I onboarded him, but he was like an older guy who's not good with technology. Next morning I wake up, $4,000 refunded because dude, he couldn't figure it out. I'm gonna take the blame for it. I onboarded him, I'm still gonna take the blame for it, but You just need to make sure that the onboarding is seamless. If you can integrate, if you can integrate the contract and the payments together, do it. If you can set up Zaps to where they automatically get emails when they get access to something, or, you know, that they're put in the Slack and then they're automatically sent access to the course and the live call schedule and all that, do it, make it seamless. Now, The part you've been waiting for, the objections. Honestly, if you do this right, there shouldn't be— you're either not getting to the end of the call because there's something that's holding you up, or there shouldn't be objections. Now, people will lie. People do lie, okay? Uh, and so you, you are gonna get objections like everybody does. This is how to handle them, and there's a bunch of ways to do this. So this is what works for me. I always tie down on the concept. John, this is what you're looking for, right? They're gonna say yes because they just told you that like 5 minutes ago. They're gonna say yes. Yes, this is what I'm looking for. Cool. So this is what you're looking for. Well, okay, back up. You're gonna try to close and you're gonna be like, ah shit, it's more expensive than I was thinking. This is where the context plays in, right? Like on your booking form, if you mention, hey, this is $5,000, what do you have? They say 2. Well, shit, that's a problem. Also over here, if you hard financial qualify, you tell them it's $5,000 and they're like, they sign off on it, bro, you shouldn't get this objection. Same with this. So if they go, hey John, $5,000, you ready to go? They're like, ah, I'm gonna go in 6 months. Actually, I'm looking for like My tax return is gonna come in, I'm gonna buy it with this. You would've fished that out up here. Decision maker, same shit. You will get this one a lot though. Oh yeah, I'm just gonna run it by my wife. Or, um, yeah, it's just a thing we do. Like, I don't run anything by my wife until we talk about it, but I am the decision maker. There's different ways you can go about this, okay? You, you You should have been able to get a feel for this guy on the call, right? You either do one of two things. You collect a commitment on a call, a deposit. Say, hey, worst case scenario, your wife wants to divorce you over this, we'll send you the deposit back. But if you're already bought in, let's take the next step. Before you make the full payment, go talk to her, make sure we're good, rocking and rolling. The next thing is setting up either the second call Or kind of like helping him, helping him sell this to his wife. So ideally you're getting some form of commitment up on the front end. Otherwise, if this is a genuine like, dude, I love this and I can't wait to start, just I need to talk to my wife, you could, you could lose the sale because you don't let him talk to his wife. So you have to be able to decipher which, which of the two it is. But ultimately, if we're on the one-call close, man, shoot for the deposit. Or, you know, try ask a couple questions, try to still get the full commitment. If not, go for the deposit. If not, go, go for it. All right, dude, talk to the wife. Let's meet again at 4 PM today. Is that good? Cool. Um, and then if this— because this is one that comes up a lot right after the call. Or not after the call, at the very end of the call. All right, John, you're gonna go talk to your wife. Cool. Just so I know, you're not just saying you gotta talk to your wife because this isn't a good fit, right? It's kind of like the last minute, like, all right, man, now that we're like gonna hang up, like, just tell me, be honest with me. And sometimes when you ask this last minute question, it will prompt like some truth to come out that you didn't get beforehand. So. John, I talk to people all day long. A lot of people tell me they gotta talk to their wife, and that's really just, you know, that means that there's something else. They don't actually have to talk to their wife. Is that the case with you? So there's a few ways to handle the decision-maker objection, but again, ideally here you're asking, John, is there anybody that needs to be on this call that would contribute to you making this decision? No. No, man, we're all good. I'm making it on my own. Then you're not gonna get this. Okay? I've found that as you're handling objections, you'll usually, you'll get a yes on this, you'll work through one of these and you could potentially loop. You'll go through this and then you'll go to finance or from finance to intent. But then the self-doubt one usually comes after you've worked through all the others. It's like, dude, I just don't know if I can do it. Like, I know it works, but I don't know if I can do it. And these types of people are tough, bro. Again, you should be able to tie down and get through it, the confirmation after the pitch. But this is where you got to be— you got to motivate them, bro. It's like, yo, you're exactly where you are because of the things you do. Let's project the next 5 years of your life out without you doing this, without you doing anything. Where are you gonna be? Same spot? Yeah, you're still gonna be in that shitty apartment with your daughter. Like, you need to break free, dude. This is the line in the sand moment. You're right here. Come on, let's go. You gotta, you gotta kind of hype them up, right? Close, onboard. That's it. One call close, guys. That's the whole thing. Um, it's— this shouldn't be groundbreaking to you again, I assume, if you're watching this video. You've done it before. Within a lot of this, there are— there is more detail, but I just want to make like a preliminary video here. Also, if you get this video and you'd be interested in this video, shoot me a message back. I'll send you the link to that video. I know there's gonna be a lot of appointment setters on here, so usually these two are tied together to some extent. And even if you're a closer, would be good for you to understand this. But other than that, y'all, appreciate you tuning in. I'll catch you on the next one.
