Sales Process Overview

📞 Call DM → 👔 Confirm Role → ❓ Busy? → 📲 Capture Contact → 🎥 Send Demo → ⏰ Follow-Up → 💰 Close
❌ Not DM?
🔄 Referral		 ❌ Not Interested?
✌️ Exit
Step Icon Action Script Example Branching Logic
1. Call DM 📞 Call decision maker "Hi [Name], it’s [Your Name]. Is now a good time?" → If busy, go to Step 3
2. Confirm Role 👔 Confirm they’re the DM "Are you the one who handles [X]?" ✅ Yes → Step 3
❌ No → "Who should I talk to?" (Update CRM)
3. Capture Contact 📲 Get mobile/email "Can I send a quick demo via SMS/email? Best number/email?" → Send demo within 5 mins
4. Send Demo 🎥 Share demo link "Here’s the demo! See how [result/testimonial]. Reply 'GO' if keen." → Track opens/clicks
5. Follow-Up ⏰ Timed follow-ups "Just checking if you saw the demo. Happy to walk you through it." → No reply? Retarget in 14 days
6. Close 💰 Convert or exit "Want to go live today? Just takes 10 mins!" OR "I'll add you to our newsletter" → Log reason if lost

Sales Script (Adjust to Industry being called.)

1. Opening (Prospect Initiated) (NEVER start with "Hi this is [Name] from Digital Publishers" - this immediately signals a sales call and puts prospects on guard)
"Hi, do you want an appointment?"
2. Timing Check & Rapport Building
"No, all good! Though, have I caught you at a busy time?"
If BUSY:
"No worries at all! Would you prefer I:
1. Call back later today?
2. Send our demo via SMS/email so you can check it when free?"
If THEY PREFER CALLBACK:
"Perfect! Would tomorrow morning or afternoon work better for you?"
3. Clarify Purpose (Digital Value Hook)
"Actually, I'm with an Australian Company, we specialize in Digital Assistants that act as your 24/7 receptionist. It:
✔ Answers calls instantly (even during treatments)
✔ Books appointments directly into your calendar
✔ Handles FAQs about services/pricing
✔ Filters spam calls!
4. Pain Point Identification
"I know how frustrating it is when...
• You miss calls mid-colour service (lost bookings!)
• No-shows leave gaps in your schedule
• Admin eats into your creative time
(Pause—listen for "yes" cues)
5. Social Proof & Results
"Salons using our Digital Assistant report:
💰 Recover 15-30% of missed bookings
⏱ Save 10+ hours/month on admin
📈 See 20% more repeat clients
[Local Salon] added $12,000/year just by catching calls they used to miss!"
6. Closing (Low-Pressure Ask)
"Can I send you a 30-second demo video via SMS? You'll see how it works with your actual salon setup."
7. Strategic Exit (If Not Interested)
"Totally understand! If you ever want to stop losing bookings to missed calls, just google [Company Name]. Enjoy your day!"

Follow-Up System

If INTERESTED:
"Hi [Name], here's your demo! The Digital Assistant can go live today—want me to set it up?" (Text within 24 hrs)
If NOT READY:
"Quick fact: Each missed call costs salons ~$85. Our Digital Assistant prevents that. Reply 'Demo' if curious!" (Email/SMS in 5 days)

Objection Handlers

"I'm not techy" → "That's the beauty! It learns from your website—you just approve the first few calls."
"Too expensive" → "It costs less than one no-show/month. Most salons break even in week one!"
"Happy with my system" → "Fantastic! Our Digital Assistant works alongside any booking software—just think of it as call coverage for when you're busy."

Digital-Powered Features

24/7 call answering in your salon's voice
Automatic no-show recovery system
Client preference tracking
Real-time performance analytics

AI Employee Examples for Service Businesses

For Hairdressers & Barbers
• "Your AI helper books appointments 24/7—so even when your salon is closed, clients can schedule cuts, colors, or blowouts without calling."
• "It sends automatic reminders the day before appointments, reducing no-shows by 20%."
• "It tracks client preferences (e.g., 'Sarah likes balayage and iced coffee during her visit') so you can personalize their next appointment."
For Restaurants
• "Your AI takes phone orders, answers FAQs ('Do you have gluten-free options?'), and even upsells ('Add garlic bread for $2?') without staff lifting a finger."
• "It manages table reservations, warns you when a VIP regular books, and texts customers when their table is ready."
• "It tracks ingredient stock and alerts your chef when you're running low on basil or bacon."
For Cafés
• "Your AI handles mobile orders ('Large oat latte, extra shot') and notifies your barista—cutting down on long lines at the register."
• "It remembers regulars' orders ('Mark's usual: almond croissant + flat white') so you can greet them by name and have it ready faster."
• "It sends happy-hour promo texts to customers who haven't visited in two weeks ('We missed you! 10% off your next coffee')."
For Beauticians
• "Your AI books follow-up appointments automatically ('Your lash fill is due in 2 weeks—pick a time!') so clients rebook before leaving."
• "It sends aftercare texts post-service ('Avoid saunas for 24hrs to protect your new brows!') to reduce complaints."
• "It tracks inventory, so you never run out of popular polish colors or wax strips before a busy weekend."
Key Phrase for All
"It's like hiring a super-organized assistant for $0—no sick days, no training, just more time and profit for you."

Industry-Specific Benefits

Hairdressers: 24/7 booking & client preference tracking
Restaurants: Order taking & inventory alerts
Cafés: Mobile orders & regulars' favorites
Beauticians: Automatic rebooking & aftercare

Universal Value Props

Reduces no-shows with reminders
Eliminates repetitive admin tasks
Personalizes customer experience
Prevents inventory shortages

How to Position It

"Your 24/7 digital receptionist"
"An extra pair of hands for busy days"
"Memory for every customer's preferences"
"Your backup for peak hours"

Proof Points to Highlight

"Reduces no-shows by 20%"
"Saves 10+ hours/week on admin"
"Upsells without awkwardness"

Enhanced Telephone Sales Process with Strategic Exit

1. Preparation & Research
• Understand prospect's business and industry
• Review their current offerings
• Identify potential pain points
2. Introduction & Rapport Building
"To make sure we're efficient with your time, are you the right person to discuss [solution], or is there someone else involved in this decision?"

• Greet professionally
• Establish credibility
• Confirm availability
3. Needs Discovery
Qualify Out Early:
"It sounds like things are running smoothly—would there be any reason to explore a change?"
(If "no," proceed to Strategic Exit)
4. Presenting the Solution
• Tailor pitch to specific needs
(If indifferent, revisit pain points or exit)
5. Handling Objections
"I appreciate your honesty—it sounds like this isn't a priority right now. Would it make sense to reconnect in [X months]?"
(If objections reveal no real need, proceed to exit)
6. Closing the Sale
• Ask for the sale if alignment exists
(If persistent disinterest, proceed to exit)
7. Follow-Up (If Applicable)
• Only continue nurturing if future opportunity exists
8. Strategic Exit (NEW)
When to Exit:
• No pain points identified
• Insurmountable objections
• Persistent disinterest

Exit Script:
"Thanks for your time—I don't want to take up more of your day. If things change, feel free to reach out. Best of luck!"

Action:
• Mark prospect status in CRM
• Move to next lead immediately

Key Benefits of Strategic Exit

Respects both your time and theirs
Improves efficiency by focusing on high-potential leads
Maintains goodwill for future opportunities

Exit Indicators

No identifiable pain points
"We're happy as-is" responses
Budget constraints with no flexibility
Multiple objections with no resolution

Professional Exit Phrases

"I appreciate your time—let's circle back in [X] months"
"Sounds like now isn't the right time—I'll make a note"
"No need to continue if this isn't a priority"

CRM Best Practices

Tag exited prospects clearly
Set appropriate follow-up dates
Note specific objections for future reference

Sales Script - Consultative

Professional Introduction
"G'day [First Name], it's [Your Name] here. (NOTE: Only use G'day with Australians, all others use "Hi" or "Good Afternoon / Morning" never use "Hey".
(Pause and allow for response)
"Am I catching you at a reasonable time?"
(Pause and allow for response)
Establishing Credibility
"We work with businesses across Australia helping them implement AI team members that handle customer calls, answer common questions, and manage bookings - giving you back valuable time in your day."
Assessing Interest
"Does that sound like something that could be useful for your operation?"
(Pause and allow for response)
Tailored Engagement
If Interested:
"Excellent! Many [their industry] businesses find it particularly helpful for [specific task]. What's the best email to send the demo through to?"
(Pause and allow for response)


If Hesitant:
"No worries at all. Lots of our clients were unsure at first too until they saw how it works. Would you prefer I send a quick demo to your phone or email?"
(Pause and allow for response)
Effective Closing
For Receptive Prospects:
"Given this could really help with [their pain point], would you prefer:"
• "A quick 10-minute chat tomorrow?"
• "Or a proper walkthrough later in the week?"
(Pause and allow for response)


"Lovely, I've got that down for [date/time]. You'll receive a text with my direct details shortly."

For Mild Interest:
"I'll send that demo through now. If it looks like a good fit, just reply 'Yes' and we'll take it from there."
(Pause and allow for response)
Conclusion
"Thanks heaps [Name]! Demo's on its way. Speak with you soon!"

Key Components

NEVER start with "Hi this is [Name] from Digital Publishers" - this immediately signals a sales call and puts prospects on guard
Natural Australian opener with "G'day" (used only once)
Clear value proposition in under 20 seconds
Strategic pauses after every question
Flexible responses for different interest levels
Professional yet friendly tone throughout

Why This Works

Builds quick rapport with authentic but minimal Australian phrasing
Shows respect for the prospect's time with clear, concise messaging
Anticipates common hesitations naturally
Offers straightforward next steps for every response
Balances professionalism with approachability

Best Practices

Practice until it sounds conversational - avoid sounding rehearsed
Always get both email and mobile for follow-up
Follow up within a day of sending information
Keep Australian colloquialisms subtle after the opening

Be Yourself

Make the script work with your natural communication style
Focus on solving problems rather than pushing a product
Let your genuine personality come through professionally
Build real connections - people prefer working with those they like

Objection Handling - What are you selling?

Professional Introduction
"G'day [First Name], it's [Your Name] here. Have I got the right person?"
(Pause and allow for response)
"Am I catching you at a reasonable time?"
(Pause and allow for response)
Establishing Credibility
"We work with businesses across Australia helping them implement AI team members that handle customer calls, answer common questions, and manage bookings - giving you back valuable time in your day."
Handling Objections
If they ask: "Are you trying to sell me something?"
"Not at all—I'm just reaching out to see if this could actually help your business. If it's not a fit, no worries at all. But since we've helped a few [their industry] businesses save 10+ hours a week, I thought it was worth a quick chat. Does that sound like something worth exploring?"
(Pause and allow for response)


Alternative Versions:
Skeptical but open: "I get why you'd ask—we help businesses with [specific problem], and I'm just checking if that's something you'd find useful. If not, I won't take up any more of your time. Sound fair?"
(Pause and allow for response)


Rushed/annoyed: "Totally get it—I don't want to waste your time. If AI assistants handling calls and bookings isn't relevant, I'll leave you to it. Just wanted to check first—would that be helpful for you?"
(Pause and allow for response)


Mildly curious: "Honestly, I'm just sharing what's worked for others—if it's not for you, no hard feelings. But since we've helped [similar businesses] save time on [task], I figured I'd ask. Worth a quick look?"
(Pause and allow for response)


Takeaway Technique:
"Honestly, our AI employees aren't for everyone—they work best for businesses getting 30+ calls a day. If that's not you, we might not be worth your time. Would you say that's close to your situation?"
(Pause and allow for response)
Assessing Interest
"Does that sound like something that could be useful for your operation?"
(Pause and allow for response)
Tailored Engagement
If Interested:
"Excellent! Many [their industry] businesses find it particularly helpful for [specific task]. What's the best email to send the demo through to?"
(Pause and allow for response)


If Hesitant:
"No worries at all. Lots of our clients were unsure at first too until they saw how it works. Would you prefer I send a quick demo to your phone or email?"
(Pause and allow for response)
Effective Closing
For Receptive Prospects:
"Given this could really help with [their pain point], would you prefer:"
• "A quick 10-minute chat tomorrow?"
• "Or a proper walkthrough later in the week?"
(Pause and allow for response)


"Lovely, I've got that down for [date/time]. You'll receive a text with my direct details shortly."

For Mild Interest:
"I'll send that demo through now. If it looks like a good fit, just reply 'Yes' and we'll take it from there."
(Pause and allow for response)
Conclusion
"Thanks heaps [Name]! Demo's on its way. Speak with you soon!"

Key Components

NEVER start with "Hi this is [Name] from Digital Publishers" - this immediately signals a sales call and puts prospects on guard
Natural Australian opener with "G'day" (used only once)
Clear value proposition in under 20 seconds
Strategic pauses after every question
Flexible responses for different interest levels
Professional yet friendly tone throughout

Objection Handling Principles

"Are you selling?" Response: Reframe as helping, not selling
Tone-specific variations: Adapt to skeptical/rushed/curious prospects
Takeaway Technique: "Not for everyone" approach creates urgency
Always give an easy exit ("no worries at all")
End every response with a re-engagement question

Why This Works

Builds quick rapport with authentic but minimal Australian phrasing
Shows respect for the prospect's time with clear, concise messaging
Anticipates common hesitations naturally
Offers straightforward next steps for every response
Balances professionalism with approachability

Best Practices

Practice until it sounds conversational - avoid sounding rehearsed
Always get both email and mobile for follow-up
Follow up within a day of sending information
Keep Australian colloquialisms subtle after the opening

Be Yourself

Make the script work with your natural communication style
Focus on solving problems rather than pushing a product
Let your genuine personality come through professionally
Build real connections - people prefer working with those they like

Objection Handling - Agree Answer Close

Introduction
"Even the best solutions face objections. Here's how to pivot concerns into closures using the Agree, Answer, Close method."
1. "It's Too Expensive"
Agree: "I completely understand budgeting concerns."
Answer: "Many clients find the AI Employee pays for itself within weeks by reducing missed calls and overtime labor."
Close: "Should we compare your current losses to our $[X]/month solution?"
2. "We Don't Need AI"
Agree: "That's fair—if your team handles every call perfectly now, you might not."
Answer: "But what if you're missing 30% of after-hours inquiries? Our data shows most businesses are."
Close: "Can I send a free gap analysis to check?"
3. "We Already Use Humans"
Agree: "Human teams are irreplaceable! That's why our AI handles repetitive tasks for them."
Answer: "For example, it filters 80% of routine queries so your staff focuses on high-value work."
Close: "Want to see how [Competitor] boosted productivity 40% this way?"
4. "Send Info and I'll Think About It"
Agree: "Of course—I'll email everything now."
Answer: "Most clients prefer a quick demo to see the ROI firsthand."
Close: "Is tomorrow at 3 PM or Thursday at 11 AM better for a 10-minute walkthrough?"
Closing Recap
"Remember:
1. Agree to disarm tension.
2. Answer with data or stories.
3. Close with a binary next step."

Key Features

Structured AAC framework (Agree, Answer, Close)
Emotional progression from objection to resolution
Built-in social proof and data points
Forced-choice closes to drive progression

Why This Works

Validates concerns before addressing them
Uses concrete examples to overcome skepticism
Maintains control of the conversation flow
Appropriate for both B2B and B2C scenarios

Implementation Tips

Practice delivering the "Agree" portion with genuine empathy
Customize the "Answer" with industry-specific metrics
Always offer two specific times for follow-up
Record practice sessions to refine tone transitions

Closing - The Takeaway

What Is the Takeaway?
A psychological technique where you subtly withdraw the offer or reduce availability to create urgency. Works on the principle that people want things more when they feel they might miss out.
How It Works
1. Reverse Psychology:
"This pricing is only available until Friday - after that, I can't guarantee we'll have spots left."

2. Qualifying the Buyer:
"This solution works best for businesses that [specific need]. If that's not you, we might not be the right fit."

3. Reframing Rejection:
"Most clients either see the value immediately or decide it's not for them. Where do you feel you land?"
When to Use It
✅ Best for:
• Hesitant buyers who need a nudge
• Competitive deals where you need urgency
• Establishing premium/exclusive value

❌ Avoid when:
• Dealing with price-sensitive buyers
• In relationship-based sales
• If overused (loses impact)
AI Employees Example
"Honestly, our AI employees aren't for everyone - they work best for businesses getting 50+ calls a day. If that's not you, we might not be worth your time. Does that sound like your situation?"
(Pause and allow for response)

Key Components

Creates urgency through scarcity and loss aversion
Makes the prospect justify why they should buy
Flip from pushing to pulling back the offer

Why It Works

Taps into natural human fear of missing out (FOMO)
Makes your offering seem more valuable
Qualifies serious buyers naturally

Best Practices

Use sparingly - effectiveness decreases with overuse
Must sound genuine, not manipulative
Always give a logical reason for the limitation
Best combined with social proof ("most clients...")

Customer Nurturing: The Art of "Stroking"

Definition
In customer nurturing, "stroking" refers to the technique of giving positive reinforcement, attention, and validation to a prospect or customer to build rapport, trust, and emotional engagement. The term comes from psychology (similar to "ego stroking") and is often used in sales, marketing, and customer service to make the customer feel valued and more receptive to a relationship with the brand or salesperson.
How Stroking Works in Customer Nurturing
1. Compliments & Flattery – Praising the customer's intelligence, taste, or decision-making.
"You have a great eye for quality—that's why this product is perfect for you."

2. Active Listening & Validation – Acknowledging their concerns and making them feel heard.
"That's a really smart question—I appreciate how thorough you are."

3. Personalized Attention – Remembering details about them (e.g., preferences, past interactions).
"Last time you mentioned your daughter's graduation—how did it go?"

4. Building Ego – Making them feel important or influential.
"Your feedback is so valuable—we really listen to customers like you."

5. Non-Verbal Stroking – Friendly gestures like nodding, smiling, or using their name frequently.
Why It's Effective
• Reduces Defensiveness – People are more open when they feel respected.
• Creates Likability – Customers are more likely to buy from someone they like.
• Encourages Loyalty – Stroking fosters emotional connections, increasing repeat business.
Ethical vs. Manipulative Stroking
Ethical: Genuine appreciation and relationship-building.
Manipulative: Insincere flattery used to pressure or deceive (common in high-pressure sales).

Key Components

"Stroking" is about positive reinforcement and validation in customer interactions
Works through compliments, active listening, and personalized attention
Includes both verbal and non-verbal techniques

Why This Works

Builds rapport and trust quickly
Makes customers feel valued and important
Creates more positive and productive interactions

Best Practices

Keep it genuine - customers can detect insincerity
Use in moderation - too much can feel overwhelming
Match the customer's communication style

Closing - Drop Close

Definition
A drop close is a sales technique used in various industries, particularly in high-pressure sales environments like timeshares, car dealerships, or door-to-door sales. The goal is to push a hesitant customer to make a purchase by creating urgency or fear of missing out (FOMO).
How a Drop Close Works
1. Customer Hesitation – The buyer shows interest but is reluctant to commit.

2. Salesperson "Drops" the Offer – The seller pretends to walk away, withdraw the deal, or imply that the opportunity is disappearing.
Example: "You know what? Maybe this isn't the right fit for you. Let's just forget about it."

3. Triggers a Psychological Response – The sudden withdrawal makes the customer fear losing the deal, pushing them to reconsider.

4. Customer Re-engages – If the buyer says, "Wait, I'm still interested!", the seller can then finalize the sale.
Why It Works
• Scarcity Effect – People value things more when they think they're about to lose them.
• Reverse Psychology – By backing off, the seller makes the buyer feel in control, reducing resistance.
Ethical Considerations
• Some see it as manipulative if used deceptively.
• Works best when the product genuinely has limited availability.

Key Components

A high-pressure sales technique that creates urgency
Relies on psychological triggers like scarcity and FOMO
Involves pretending to withdraw the offer

Psychological Triggers

Scarcity principle - fear of missing out
Reactance theory - wanting what seems unavailable
Perceived loss aversion

When It's Effective

With indecisive buyers who need a nudge
When there's genuine limited availability
In competitive sales environments

Potential Risks

Can damage trust if overused
May create buyer's remorse
Can backfire if not executed properly

Australian Telemarketing Call Regulations

Legal Calling Times
Permitted telemarketing call hours:

• Weekdays (Monday to Friday): 9:00 AM – 8:30 PM
• Saturday: 9:00 AM – 5:00 PM

(No calls on Sundays or public holidays)
Key Restrictions
1. Do Not Call Register (DNCR):
• Cannot call registered numbers without consent
• Must check DNCR before calling

2. Public Holidays:
• All telemarketing prohibited

3. Caller Identification:
• Must display accurate caller ID

4. Opt-Out Requirement:
• Must honor do-not-call requests immediately
Penalties for Violations
ACMA fines per violation:

• Individuals: Up to $250,000
• Corporations: Up to $2.5 million

(Applies to each non-compliant call)

Compliance Best Practices

Always scrub against DNCR before calling
Maintain consent records for 2+ years
Implement staff training programs
Schedule call campaigns within legal hours

Required Call Elements

Clear business identification
Working contact details
Instant opt-out mechanism

Prohibited Times

Sundays
National public holidays
Outside permitted hours

Documentation

Keep call logs for 30 days
Record opt-out requests
Maintain DNCR scrub reports