4 Fasa Closing ITOU Source: https://coachadib.com/module/6ac237a305db22ff2ccb3318 Automatic full-length draft. Uncertain wording and figures require review. [00:00:00.110 – 00:00:13.830] Template Closing Script. Inilah sebenarnya guys formula yang saya berbuih-buih mula cakap tapi ini je lah. Pusing-pusing-pusing. ITOU. Ini adalah fasa untuk closing customer. [00:00:14.330 – 00:00:28.870] First sekali kita ada core script. Core script ni dia ada 4 fasa. I adalah introduction, T adalah trust, O adalah offer, U adalah urgency. Apa maksudnya? Bila kita whatsapp ataupun jumpa ataupun call customer, [00:00:28.870 – 00:00:31.090] Kita kena ada introduction [00:00:31.090 – 00:00:33.070] Introduction ni adalah ice breaking [00:00:33.070 – 00:00:34.790] Maksudnya kita nak [00:00:34.790 – 00:00:36.310] Cilci dulu [00:00:36.310 – 00:00:38.590] Pecah telur, ice breaking dulu [00:00:38.590 – 00:00:40.250] Bagi customer rasa selesa [00:00:40.250 – 00:00:41.290] Itulah ice breaking [00:00:41.290 – 00:00:43.770] Kita akan buat 2 benda kat sini sebenarnya [00:00:43.770 – 00:00:44.450] Kalau dalam text [00:00:44.450 – 00:00:46.970] Kita akan buat personal intro [00:00:46.970 – 00:00:49.630] Dan kita akan buat brand intro [00:00:49.630 – 00:00:51.110] Saya letak bawah ni lah [00:00:52.550 – 00:00:53.570] Personal intro [00:00:53.570 – 00:00:55.710] And then next kita akan buat brand intro [00:00:55.710 – 00:00:57.610] Kita akan perkenalkan kita punya brand [00:00:57.610 – 00:00:58.670] Itu je [00:00:58.670 – 00:00:59.230] Dua step [00:00:59.230 – 00:01:00.550] Lepas tu kita masuk pada [00:01:00.550 – 00:01:01.330] Fasa trust pula [00:01:01.330 – 00:01:02.590] Fasa trust ni adalah [00:01:02.590 – 00:01:03.790] Fasa yang mana kita [00:01:04.410 – 00:01:05.330] Build trust [00:01:05.330 – 00:01:06.910] Sebab takkan nak ajak couple terus [00:01:06.910 – 00:01:08.290] Takkan nak ajak kahwin terus [00:01:08.290 – 00:01:09.530] Takkan nak buat payment terus [00:01:09.530 – 00:01:11.110] Mestilah kita kena bina trust dulu [00:01:11.110 – 00:01:11.830] Kau ni siapa [00:01:11.830 – 00:01:13.990] Biasa yang gelojoh nak suruh bayar ni [00:01:13.990 – 00:01:14.510] Skamer je [00:01:14.510 – 00:01:16.270] So kita kena bina trust [00:01:16.270 – 00:01:17.650] Jangan gelojoh sangat closing [00:01:17.650 – 00:01:18.770] So bina trust ni [00:01:18.770 – 00:01:20.150] Perlukan time [00:01:20.150 – 00:01:20.990] Perlukan masa [00:01:20.990 – 00:01:22.030] Sebab kita dah belajar [00:01:22.030 – 00:01:23.330] Barang mahal [00:01:23.330 – 00:01:24.770] Memang closing dia lama sikit [00:01:24.770 – 00:01:26.150] Barang mahal [00:01:26.150 – 00:01:28.150] 1K mungkin 3.5 hari [00:01:28.150 – 00:01:29.890] 10K mungkin 2 minggu [00:01:29.890 – 00:01:31.370] 100K mungkin 2 bulan [00:01:31.370 – 00:01:33.970] Dan barang-barang mahal ni dia perlukan masa [00:01:33.970 – 00:01:36.230] So that kita tak nampak over hard sell sangat [00:01:36.230 – 00:01:38.910] That's why kita nak slow and steady [00:01:38.910 – 00:01:40.590] Bina trust over time [00:01:40.590 – 00:01:42.330] Bila bina trust dah cukup [00:01:42.330 – 00:01:44.410] Kita akan nampak ada buying signal [00:01:44.410 – 00:01:45.830] Ni kalau kita jumpa daripada depan [00:01:45.830 – 00:01:46.430] Kita akan nampak eh [00:01:46.430 – 00:01:48.450] Aku rasa dia ni dah macam ready dah ni [00:01:48.450 – 00:01:49.110] Untuk aku promote [00:01:49.110 – 00:01:51.570] Kita ada macam buying signal [00:01:51.570 – 00:01:53.530] Ataupun kalau bukan buying signal [00:01:53.530 – 00:01:55.330] Kita lawan dia dengan rejection signal [00:01:56.050 – 00:01:56.970] Rejection signal [00:01:56.970 – 00:01:58.070] Dia macam [00:01:58.070 – 00:01:59.910] Rasa macam tak sesa lagi lah [00:01:59.910 – 00:02:00.430] Dia reject-reject [00:02:00.430 – 00:02:00.870] Kita tak apa [00:02:00.870 – 00:02:01.650] Kita counter balik [00:02:01.650 – 00:02:03.430] Sebelum kita masuk kepada [00:02:04.990 – 00:02:05.590] Promote [00:02:06.430 – 00:02:07.890] So buying signal ni [00:02:07.890 – 00:02:09.270] Dengan rejection signal ni [00:02:09.270 – 00:02:10.050] Beza dia adalah [00:02:10.050 – 00:02:11.670] Buying signal dia positif [00:02:11.670 – 00:02:13.670] Rejection signal dia provocative [00:02:13.670 – 00:02:16.030] Dia macam negative-negative sikit lah [00:02:16.030 – 00:02:17.430] Macam mahal je [00:02:17.430 – 00:02:19.410] Mesti tak ada warranty kan [00:02:19.410 – 00:02:20.350] Beza pula [00:02:20.350 – 00:02:21.710] Yang ni ada warranty tak [00:02:22.450 – 00:02:23.050] Lain [00:02:23.050 – 00:02:23.710] Positif [00:02:25.010 – 00:02:26.030] Mahal juga eh [00:02:26.850 – 00:02:28.290] Betul puan, memang mahal sikit [00:02:28.290 – 00:02:31.370] Sebab kita akan counter balik lah [00:02:31.370 – 00:02:32.590] Adalah skrip dia kita akan belajar nanti [00:02:32.590 – 00:02:33.950] Tapi itu beza dia [00:02:33.950 – 00:02:34.650] So that's why [00:02:34.650 – 00:02:35.930] Bina trust ni [00:02:35.930 – 00:02:37.790] Kalau dalam call kita akan perasan [00:02:37.790 – 00:02:38.670] Jumpa dia akan perasan [00:02:38.670 – 00:02:41.010] Tapi kalau dalam text kita susah sikit lah nak perasan [00:02:41.010 – 00:02:44.030] So kita agak-agak dah bina trust 3-4 kali [00:02:44.030 – 00:02:45.790] Kita akan cuba terus masuk dekat offer [00:02:45.790 – 00:02:47.190] Offer ni pula apa [00:02:47.190 – 00:02:48.110] Offer ni adalah [00:02:49.450 – 00:02:50.570] Cadangan package [00:02:50.570 – 00:02:52.090] Ataupun solution [00:02:52.090 – 00:02:54.410] Kat sinilah kita akan buka harga [00:02:54.410 – 00:02:57.370] Kat sini kita akan start buka harga biasanya [00:02:57.370 – 00:02:58.910] Kecuali barang murah [00:02:58.910 – 00:02:59.710] Kalau anda ingat [00:02:59.710 – 00:03:01.010] Barang murah kan [00:03:01.010 – 00:03:02.510] Kita ada dua jenis teknik closing [00:03:02.510 – 00:03:04.190] Kita ada teknik closing [00:03:04.190 – 00:03:05.890] Yang ni kan direct [00:03:05.890 – 00:03:07.510] Closing direct ni [00:03:07.510 – 00:03:09.090] Dia akan buka harga dekat atas terus [00:03:09.090 – 00:03:11.270] Maksudnya dekat belah atas sekali [00:03:11.270 – 00:03:12.330] Dekat [00:03:13.130 – 00:03:13.730] Sini [00:03:13.730 – 00:03:15.190] Kita akan [00:03:15.190 – 00:03:16.610] Dekat personal intro ni [00:03:16.610 – 00:03:19.210] Dekat sini kita akan bagi teaser harga [00:03:19.210 – 00:03:19.690] Terus [00:03:19.690 – 00:03:21.550] Nanti saya akan tunjukkan contoh dia [00:03:21.550 – 00:03:22.790] Tapi point dia [00:03:22.790 – 00:03:23.990] Itu je beza dia [00:03:24.410 – 00:03:27.250] Kalau kita teaser harga, ini adalah untuk closing direct. [00:03:27.590 – 00:03:30.210] Sebab hanya closing direct je dekat intro kat belah atas ni, [00:03:30.410 – 00:03:31.550] kita akan buka harga. [00:03:31.690 – 00:03:34.450] Kalau closing consult ataupun hybrid, [00:03:34.770 – 00:03:36.030] kita tak akan buka harga kat atas. [00:03:36.230 – 00:03:39.430] Kita nak buka harga properly lepas kita dah build up trust. [00:03:40.050 – 00:03:42.330] So, offer ni adalah tempat untuk kita buka harga [00:03:42.330 – 00:03:46.210] kalau kita jual closing consult ataupun hybrid. [00:03:46.670 – 00:03:48.050] Kalau kita buat direct pun, [00:03:48.190 – 00:03:49.790] kita buka harga yang proper juga kat sini lah, [00:03:49.870 – 00:03:50.450] tapi lebih detail. [00:03:50.710 – 00:03:52.250] So, offer ni kita cadangkan. [00:03:52.370 – 00:03:54.310] Saya cadangkan ambil tiga botol terus, [00:03:54.410 – 00:03:57.590] Saya cadangkan hantar anak ke kelas percubaan minggu depan [00:03:57.590 – 00:03:59.350] Apa cadangan kita? Suggestion [00:03:59.350 – 00:04:01.670] Sebab tu closing ni sebenarnya adalah suggestion [00:04:01.670 – 00:04:03.710] Kita suggest solution yang terbaik [00:04:03.710 – 00:04:06.330] Urgency ni pula adalah buy now [00:04:07.640 – 00:04:09.160] Kenapa sekarang? [00:04:09.820 – 00:04:10.720] Kenapa sekarang? [00:04:11.220 – 00:04:12.860] Kenapa tak nanti minggu depankah? [00:04:13.060 – 00:04:13.600] Apa beza dia? [00:04:13.960 – 00:04:20.060] So kita kena create urgency dari sudut promo ataupun versus emo [00:04:20.840 – 00:04:25.160] Maksudnya sama ada dari sudut promotional urgency ataupun emotional urgency [00:04:25.160 – 00:04:28.020] Itu adalah flow dia [00:04:28.020 – 00:04:29.480] Jadi nampak tak [00:04:29.480 – 00:04:32.560] Formula ITOU ni kita akan guna banyak kali [00:04:32.560 – 00:04:33.500] Jadi anda kena hafal [00:04:33.500 – 00:04:36.360] I T O U [00:04:36.360 – 00:04:37.980] Cuba pejam mata sekarang hafal sekejap [00:04:37.980 – 00:04:39.780] I adalah 321 sebut [00:04:39.780 – 00:04:41.640] I adalah intro [00:04:41.640 – 00:04:43.080] Sebut lagi ITOU [00:04:43.080 – 00:04:44.740] Sebut kamu tiga kali guys [00:04:44.740 – 00:04:45.260] Boleh follow saya [00:04:45.260 – 00:04:46.060] ITOU [00:04:46.060 – 00:04:46.780] ITOU [00:04:46.780 – 00:04:47.460] ITOU [00:04:47.460 – 00:04:48.180] I intro [00:04:48.180 – 00:04:48.520] 3 [00:04:48.520 – 00:04:49.060] T [00:04:49.060 – 00:04:49.420] T [00:04:49.420 – 00:04:50.280] Trust [00:04:50.280 – 00:04:50.540] Trust [00:04:50.540 – 00:04:51.300] Logik [00:04:51.300 – 00:04:53.040] Lepas trust mesti apa [00:04:53.040 – 00:04:54.840] Buka harga offer [00:04:54.840 – 00:04:56.620] offer, offer, offer, offer, next, next [00:04:56.620 – 00:04:58.680] lepas tu, urgency, urgency, urgency [00:04:58.680 – 00:05:00.480] ok, cuba hafal macam mata sekarang [00:05:00.480 – 00:05:02.780] 3, 2, 1, sebut dalam hati, intro [00:05:03.700 – 00:05:04.140] trust [00:05:05.180 – 00:05:07.060] offer, urgency, itulah [00:05:07.060 – 00:05:08.760] cara, macam mana kita [00:05:08.760 – 00:05:10.540] nak closing, tak kisahlah [00:05:10.540 – 00:05:12.560] waktu kita jumpa face to face ke [00:05:12.560 – 00:05:14.640] zoom ke, appointment ke, mesti [00:05:14.640 – 00:05:16.720] kena ice breaking dulu, lepas tu build up [00:05:16.720 – 00:05:18.900] lah, trust dulu, lepas tu baru ajak kahwin [00:05:18.900 – 00:05:20.800] lepas ajak kahwin, kenapa nak kena kahwin [00:05:20.800 – 00:05:22.880] tahun ni, kenapa tak tahun depan, boleh lah, urgency [00:05:22.880 – 00:05:24.400] ok, so itulah [00:05:24.400 – 00:05:26.620] Asas human psychology [00:05:26.620 – 00:05:28.620] Human psychology memang macam tu [00:05:28.620 – 00:05:29.640] Anda tengok mana-mana pun [00:05:29.640 – 00:05:30.500] Benda ni memang macam ni [00:05:31.140 – 00:05:31.700] Jadi [00:05:31.700 – 00:05:33.080] Untuk kita [00:05:34.920 – 00:05:35.480] Lebih [00:05:35.480 – 00:05:36.440] Lebih friendly [00:05:36.440 – 00:05:38.120] Ada tiga seni tanya soalan [00:05:39.480 – 00:05:40.040] Pertama [00:05:40.040 – 00:05:41.880] Untuk soalan kita tu nampak penting [00:05:41.880 – 00:05:43.420] Kita akan tanya question-question [00:05:43.420 – 00:05:44.940] Soalan tu dua kali [00:05:44.940 – 00:05:45.740] Contohnya [00:05:45.740 – 00:05:46.800] Saya cakap [00:05:47.920 – 00:05:48.840] Dah makan [00:05:50.820 – 00:05:51.500] Lapar tak? [00:05:52.340 – 00:05:53.000] Nampak tak? [00:05:53.080 – 00:05:53.840] Saya tanya dua kali [00:05:53.840 – 00:05:55.280] So dia nampak penting [00:05:55.280 – 00:05:55.940] Compare, dah makan [00:05:57.560 – 00:05:58.960] Ataupun, dah makan, lapar tak? [00:05:59.340 – 00:06:00.480] Dua kali, bening sama je [00:06:00.480 – 00:06:02.280] Sama lah macam customer, kita tanya [00:06:03.300 – 00:06:04.440] Ada sakit bahu tak? [00:06:08.850 – 00:06:09.730] Bangun pagi [00:06:12.610 – 00:06:13.550] Ada rasa krem [00:06:15.990 – 00:06:16.910] Lebih kurang lah eh [00:06:17.410 – 00:06:18.590] Benda yang almost sama [00:06:19.250 – 00:06:19.690] Tapi [00:06:21.450 – 00:06:23.510] Cara presentation ataupun ayat yang berbeza [00:06:23.510 – 00:06:24.330] Dia nampak penting [00:06:24.330 – 00:06:25.690] Dia macam tanya dua kali [00:06:25.690 – 00:06:27.390] Sebab tu lah, tanya sekali ni [00:06:27.390 – 00:06:29.790] Ada star customer, dia rasa macam kita tak friendly [00:06:29.790 – 00:06:31.010] Tanya satu, ada sakit bahu tak? [00:06:32.890 – 00:06:33.110] Ada [00:06:33.110 – 00:06:34.590] So kalau kita tanya [00:06:34.590 – 00:06:35.450] Ada sakit bau tak [00:06:35.450 – 00:06:36.390] Bawang pagi dia rasa krem [00:06:36.390 – 00:06:36.890] Ada [00:06:36.890 – 00:06:38.830] Bila bawang pagi memang rasa terselio lah [00:06:38.830 – 00:06:39.950] So tanya dua kali ni [00:06:39.950 – 00:06:40.810] Dia nampak lebih friendly [00:06:40.810 – 00:06:41.550] Okay [00:06:41.550 – 00:06:42.990] Itu seni yang pertama [00:06:42.990 – 00:06:43.590] Yang kedua [00:06:43.590 – 00:06:44.790] Bila dia tanya soalan [00:06:44.790 – 00:06:47.590] Kita kena banyakkan soalan yang tertutup [00:06:47.590 – 00:06:48.270] Close ended [00:06:48.270 – 00:06:49.670] Ada dua jenis soalan [00:06:49.670 – 00:06:50.730] Open ended question [00:06:50.730 – 00:06:52.310] Dengan close ended question [00:06:52.830 – 00:06:53.810] Apa beza dia [00:06:53.810 – 00:06:54.910] Open ended ni [00:06:54.910 – 00:06:55.710] Dia tanya macam [00:06:55.710 – 00:06:56.630] Dah makan [00:06:57.970 – 00:06:58.490] Nampak [00:06:59.230 – 00:07:00.350] Ini open lah ni [00:07:00.350 – 00:07:00.870] Dah makan [00:07:00.870 – 00:07:01.590] Lapar tak [00:07:03.850 – 00:07:05.050] Kalau close ni pula [00:07:06.150 – 00:07:06.950] Dia adalah [00:07:07.630 – 00:07:08.210] Lapar tak [00:07:09.370 – 00:07:10.690] Ini ada dua je [00:07:11.730 – 00:07:12.630] Eh sorry sorry [00:07:12.630 – 00:07:15.190] Dah makan, dah makan ni pun close [00:07:15.870 – 00:07:16.350] Salah [00:07:16.990 – 00:07:17.970] Nak makan apa [00:07:18.590 – 00:07:20.470] Nak makan apa, ni open [00:07:21.170 – 00:07:22.610] Maksudnya pilihan jawapan ni banyak [00:07:22.610 – 00:07:25.030] Nak makan apa, mamak ada [00:07:25.030 – 00:07:26.330] Aku nak makan [00:07:26.890 – 00:07:28.770] Grab, order grab pun ada macam-macam [00:07:28.770 – 00:07:31.130] Tapi kalau lapar tak ni dia dua je, yes or no [00:07:31.130 – 00:07:31.850] Tak. [00:07:32.090 – 00:07:32.350] Kenapa? [00:07:32.810 – 00:07:33.150] Lapar tak? [00:07:33.410 – 00:07:33.710] Lapar. [00:07:34.230 – 00:07:36.170] Jadi kita nak banyakkan soalan close. [00:07:36.470 – 00:07:37.850] Kalau nak tanya nak makan apa ni, [00:07:37.930 – 00:07:38.210] baik tanya. [00:07:38.630 – 00:07:39.690] Nak makan mamak [00:07:41.520 – 00:07:42.840] atau western? [00:07:45.690 – 00:07:46.370] Haa, contohnya. [00:07:47.770 – 00:07:49.290] So, untuk customer, [00:07:49.710 – 00:07:51.770] kita tak nak tanya banyak sangat soalan open. [00:07:51.970 – 00:07:52.770] Soalan open ni, [00:07:52.910 – 00:07:53.870] dia memenat customer. [00:07:54.090 – 00:07:54.830] Ni kena fikir. [00:07:55.190 – 00:07:56.290] Open ni masalahnya, [00:07:56.490 – 00:07:57.390] susah nak jawab. [00:07:57.870 – 00:07:59.370] Sebab kena fikir lama sikit. [00:07:59.710 – 00:08:00.490] Sakit apa ya? [00:08:00.870 – 00:08:01.530] Tanya customer. [00:08:02.330 – 00:08:03.050] Puan sakit apa? [00:08:03.410 – 00:08:04.230] Tak payah lah puan eh. [00:08:04.230 – 00:08:05.150] Sakit apa [00:08:06.870 – 00:08:07.430] Kening [00:08:07.430 – 00:08:08.030] Kustomer nak jawab [00:08:08.030 – 00:08:09.010] Sakit hati [00:08:09.590 – 00:08:10.690] Takkan nak jawab macam tu kan [00:08:10.690 – 00:08:11.370] So [00:08:11.370 – 00:08:12.970] Kalau close pula [00:08:12.970 – 00:08:14.070] Ada [00:08:15.270 – 00:08:15.830] Masalah [00:08:16.690 – 00:08:17.670] Kencing manis [00:08:18.510 – 00:08:19.070] Haa [00:08:19.070 – 00:08:19.710] Kencing manis [00:08:19.710 – 00:08:20.550] Ada masalah [00:08:20.550 – 00:08:21.210] Kencing manis ke [00:08:22.070 – 00:08:22.950] Kencing manis [00:08:22.950 – 00:08:23.770] Macam tak kena pula kan [00:08:23.770 – 00:08:24.710] Ada masalah [00:08:24.710 – 00:08:25.590] Bacaan gula tinggi [00:08:30.630 – 00:08:31.190] Atau [00:08:31.890 – 00:08:32.810] Kolesterol tinggi [00:08:32.810 – 00:08:38.590] So ini adalah soalan [00:08:38.590 – 00:08:39.750] Yang customer lebih senang nak jawab [00:08:39.750 – 00:08:41.010] Sebab dia tertutup [00:08:41.010 – 00:08:42.130] Jadi pastikan [00:08:42.130 – 00:08:43.170] Bila kita tanya soalan [00:08:43.170 – 00:08:46.450] Pastikan kita tanya close ended question [00:08:46.450 – 00:08:47.790] Okay, saya merahkan benda ni [00:08:47.790 – 00:08:49.090] Sebab banyak tim sale [00:08:49.090 – 00:08:50.610] Dia nak ambil jawapan senang [00:08:50.610 – 00:08:51.210] Dia tanya je [00:08:51.210 – 00:08:52.670] Puan berminat [00:08:52.670 – 00:08:54.290] Puan berminat tak? [00:08:55.890 – 00:08:56.730] Jadi tak? [00:08:57.450 – 00:08:57.590] Okay [00:08:57.590 – 00:09:00.170] Itu pula pergi kepada yang kedua [00:09:00.170 – 00:09:01.310] Seni yang kedua [00:09:01.310 – 00:09:02.910] Yes and no question [00:09:02.910 – 00:09:04.170] Dengan yes and yes question [00:09:04.170 – 00:09:05.590] Puan berminat tak? [00:09:05.870 – 00:09:07.150] Berminat tak tu maksudnya [00:09:07.150 – 00:09:08.050] Yes and no [00:09:08.050 – 00:09:09.630] Contohnya saya ambil ni eh [00:09:10.730 – 00:09:12.110] Apa maksud yes and no? [00:09:12.130 – 00:09:15.990] no. Yes and no ni bila kita tanya jawapan dia ada berminat [00:09:15.990 – 00:09:19.810] tak? Ini soalan bunuh diri. Berminat tak? Jawapan dia [00:09:19.810 – 00:09:24.410] adalah ya atau tak? Atau tak? So tak nak lah macam ni. Yes [00:09:24.410 – 00:09:31.030] and no question ni bagus untuk guna waktu fact finding. Kita [00:09:31.030 – 00:09:34.210] nak guna waktu tanya fakta. Tanya nak tahu dia punya pain [00:09:34.210 – 00:09:39.850] ataupun dia punya dream dia apa. Yang ni okey lah. Tapi [00:09:39.850 – 00:09:40.950] Waktu kita nak buat closing [00:09:40.950 – 00:09:41.230] Jangan [00:09:41.230 – 00:09:43.250] Kita nak guna yes and yes question [00:09:43.250 – 00:09:44.930] Apakah yes and yes question [00:09:44.930 – 00:09:45.870] Adalah [00:09:45.870 – 00:09:46.850] Guna [00:09:46.850 – 00:09:47.730] Waktu [00:09:47.730 – 00:09:48.970] Closing [00:09:48.970 – 00:09:49.830] Contohnya [00:09:49.830 – 00:09:50.790] Saya ambil contoh [00:09:50.790 – 00:09:52.070] Yang ni [00:09:52.070 – 00:09:54.110] Ada sakit bahu tak [00:09:57.080 – 00:09:58.580] Contohnya saya tanya soalan lain lah [00:09:58.580 – 00:09:59.780] Anak [00:09:59.780 – 00:10:00.400] Ada [00:10:01.300 – 00:10:02.020] Masalah [00:10:03.540 – 00:10:04.260] Membaca [00:10:05.300 – 00:10:06.380] Atau mengira [00:10:07.940 – 00:10:10.020] Ini adalah soalan [00:10:10.020 – 00:10:11.580] Close ended [00:10:12.380 – 00:10:13.800] Dan dia pilih salah satu [00:10:13.800 – 00:10:14.960] Membaca atau mengira [00:10:15.920 – 00:10:17.560] Tapi kalau saya nak buat yes and no [00:10:17.560 – 00:10:19.080] Anak ada masalah membaca [00:10:19.760 – 00:10:21.540] Ini maksudnya pilihan jawapan dia adalah [00:10:21.540 – 00:10:23.260] Yes ataupun no [00:10:23.260 – 00:10:24.480] Okey je nak tanya macam ni [00:10:24.480 – 00:10:25.860] Anak ada masalah membaca [00:10:26.640 – 00:10:27.840] ABC boleh sebut [00:10:28.520 – 00:10:29.540] Contohnya saya tambah lagi [00:10:29.540 – 00:10:31.560] ABC dah hafal [00:10:32.520 – 00:10:33.820] Dia adalah yes and no [00:10:33.820 – 00:10:35.000] Bagus untuk fact finding [00:10:35.000 – 00:10:35.860] Mencari masalah [00:10:35.860 – 00:10:37.400] Tapi kalau kita nak buat closing [00:10:37.400 – 00:10:38.660] Kita kena guna yes and yes [00:10:39.180 – 00:10:40.720] Yes and yes ni contohnya [00:10:42.680 – 00:10:43.560] prefer [00:10:44.960 – 00:10:46.300] nak start [00:10:46.300 – 00:10:48.500] kelas minggu ni [00:10:48.500 – 00:10:50.140] or minggu depan [00:10:53.860 – 00:10:55.940] nak pasang [00:10:57.220 – 00:10:58.100] esok [00:10:58.100 – 00:10:59.680] atau lusa [00:10:59.680 – 00:11:01.860] pilihan dia adalah yes and yes [00:11:01.860 – 00:11:03.720] nak guna [00:11:05.120 – 00:11:07.640] cash atau transport [00:11:07.640 – 00:11:11.960] online, nak datang kedai [00:11:13.460 – 00:11:15.080] atau saya datang rumah [00:11:15.080 – 00:11:17.540] nampak, atau zoom je [00:11:17.540 – 00:11:19.480] so ini bagus untuk [00:11:21.760 – 00:11:23.380] closing, maksudnya bila kita nak [00:11:23.380 – 00:11:25.240] tanya soalan-soalan ni, kita nak [00:11:25.240 – 00:11:27.320] tanya soalan yang dua-dua menang pada kita [00:11:27.320 – 00:11:29.180] kita menang, kalau dia [00:11:29.180 – 00:11:31.120] pilih kelas minggu ni pun kita menang, yes [00:11:31.120 – 00:11:33.460] kalau dia pilih minggu depan pun kita yes juga, nampak tak [00:11:33.460 – 00:11:35.260] inilah seni yang bagus, kita nak tanya [00:11:35.260 – 00:11:37.200] yes and yes question, so that's why [00:11:37.200 – 00:11:39.040] anda kena ingat, bila tanya soalan [00:11:39.040 – 00:11:40.980] kalau boleh tanya double question [00:11:40.980 – 00:11:42.900] dia nampak lebih penting dan lebih [00:11:43.440 – 00:11:45.120] menonjol soalan tu, tak nampak lah [00:11:45.120 – 00:11:47.080] macam kecik sangat dan dia nampak friendly bila tanya [00:11:47.080 – 00:11:48.420] dua soalan ni, nampak kita concern [00:11:48.420 – 00:11:51.000] Dan lepas tu, jangan tanya open-ended question [00:11:51.000 – 00:11:52.840] Always tanya close-ended question [00:11:52.840 – 00:11:55.280] So that customer tak sidai, tak blotik kita [00:11:55.280 – 00:11:56.380] Sebab dia senang nak jawab [00:11:57.180 – 00:11:59.080] Kurangkan lah, macam ni, sakit apa [00:11:59.080 – 00:12:00.780] Duduk mana, duduk mana [00:12:00.780 – 00:12:02.580] Duduk mana, duduk kat Malaysia [00:12:03.220 – 00:12:04.840] Ataupun, tanyalah, duduk area mana [00:12:04.840 – 00:12:06.460] Dalam kelam valley ke luar kelam valley [00:12:06.460 – 00:12:08.700] Senang sikit, dalam ke luar kelam valley [00:12:08.700 – 00:12:09.700] So, lebih senang nak jawab [00:12:09.700 – 00:12:12.760] Kalau yang ni pula, yes and no question dengan yes and yes question [00:12:12.760 – 00:12:14.400] Dua-dua boleh guna, tapi ada timing dia [00:12:14.400 – 00:12:16.320] Waktu nak tanya-tanya masalah [00:12:16.320 – 00:12:17.780] Borak-borak-borak icebreaking [00:12:17.780 – 00:12:20.380] Waktu intro, waktu trust boleh guna [00:12:20.380 – 00:12:22.220] Kan, waktu intro, waktu trust ni [00:12:22.220 – 00:12:24.280] Kita boleh guna, dua-dua [00:12:24.280 – 00:12:26.120] Open pun boleh guna [00:12:26.120 – 00:12:28.860] Tak ada masalah, eh open ni kau lebih kurang kan [00:12:28.860 – 00:12:30.560] Sorry, yes and no pun boleh guna [00:12:31.600 – 00:12:32.940] Yes and no boleh guna [00:12:32.940 – 00:12:34.180] Or yes [00:12:34.180 – 00:12:36.700] And yes, dua-dua boleh guna [00:12:36.700 – 00:12:38.460] Waktu ni, waktu trust pun [00:12:38.460 – 00:12:39.920] Dua-dua boleh guna juga, tak ada masalah [00:12:40.400 – 00:12:42.620] Tapi, bila nak masuk offer, jangan guna [00:12:42.620 – 00:12:44.660] Yes and no, always guna yes and yes [00:12:44.660 – 00:12:46.120] And yes and yes and yes [00:12:46.120 – 00:12:47.840] Sebab kita dah nak masuk closing [00:12:47.840 – 00:12:49.840] Time ni kita nak dia setuju, setuju, setuju [00:12:49.840 – 00:12:53.060] Kita panggil dia buat micro decision [00:12:53.980 – 00:12:55.460] Ataupun micro closing [00:12:55.460 – 00:12:57.760] Kita dah suruh dia decide tanpa dia perasan [00:12:57.760 – 00:12:59.940] Dia dah indirectly setuju [00:12:59.940 – 00:13:01.740] Nak pasang minggu ni ke minggu depan? [00:13:01.980 – 00:13:02.720] Minggu ni lah [00:13:03.300 – 00:13:05.140] Prefer nanti kalau aku yang ambil datang [00:13:05.140 – 00:13:06.340] Nak buat pagi ke petang? [00:13:06.560 – 00:13:07.120] Petang lah [00:13:07.120 – 00:13:08.300] Ok baik [00:13:08.300 – 00:13:11.480] Akak prefer nak cash ke ataupun nak bayar monthly? [00:13:11.680 – 00:13:12.960] Monthly stormer pun boleh juga akak [00:13:12.960 – 00:13:13.800] Kurang sikit commitment [00:13:14.740 – 00:13:15.460] Monthly lah [00:13:15.460 – 00:13:16.900] Bagi IC lesson [00:13:16.900 – 00:13:17.940] Saya terus sisi borang [00:13:17.940 – 00:13:18.640] Terus masuk borang [00:13:18.640 – 00:13:19.320] Dah settle close [00:13:19.320 – 00:13:21.440] Tak payah nak konor-konor lama sangat [00:13:21.440 – 00:13:22.320] Dia macam tu guys [00:13:22.320 – 00:13:23.460] Closing ni masuk je terus [00:13:23.460 – 00:13:24.520] Jangan pusing-pusing lama sangat [00:13:24.520 – 00:13:26.000] Dah nak close-close je terus [00:13:26.000 – 00:13:26.500] Okay [00:13:26.500 – 00:13:27.980] So itulah dia [00:13:27.980 – 00:13:29.480] Dan last kali [00:13:29.480 – 00:13:31.480] Bila kita buat quick reply nanti [00:13:31.480 – 00:13:33.140] Kita akan gunakan [00:13:33.140 – 00:13:34.080] Code-code macam ni [00:13:34.080 – 00:13:35.120] I adalah intro [00:13:35.120 – 00:13:36.240] T adalah trust [00:13:36.240 – 00:13:37.140] O adalah offer [00:13:37.140 – 00:13:38.380] U adalah urgency [00:13:38.380 – 00:13:39.520] Maksudnya katakan [00:13:39.520 – 00:13:40.440] Kalau nanti kita nak save [00:13:40.440 – 00:13:41.940] Nak save dalam quick reply [00:13:41.940 – 00:13:43.060] So waktu saya ada [00:13:43.060 – 00:13:44.180] Buat panduan dekat sini [00:13:44.180 – 00:13:45.460] Dekat dalam [00:13:45.460 – 00:13:46.620] Course script ni [00:13:46.620 – 00:13:47.240] Kalau anda perasan [00:13:47.240 – 00:13:48.060] Dekat belah tepi ni [00:13:48.060 – 00:13:48.840] Saya dah masukkan code [00:13:48.840 – 00:13:49.780] Ini yang kita akan save [00:13:49.780 – 00:13:50.400] Dalam bubble [00:13:50.400 – 00:13:51.380] Quick reply dekat WhatsApp [00:13:51.380 – 00:13:51.980] I1 [00:13:51.980 – 00:13:52.460] I2 [00:13:52.460 – 00:13:54.540] Sebab I tu menunjukkan [00:13:54.540 – 00:13:55.400] Kita punya [00:13:56.340 – 00:13:57.140] Fasa kita [00:13:57.140 – 00:13:58.400] Kita dekat intro [00:13:58.400 – 00:13:59.440] So senang tim nak hafal [00:13:59.440 – 00:14:00.260] Daripada mula [00:14:00.260 – 00:14:01.160] Dia send I1 [00:14:01.160 – 00:14:01.960] Lepas tu send I2 [00:14:01.960 – 00:14:02.680] Tunggu kata-kata reply [00:14:02.680 – 00:14:03.860] Lepas tu send I3 [00:14:03.860 – 00:14:04.520] Send I4 [00:14:04.520 – 00:14:05.180] Tunggu kata-kata reply [00:14:05.180 – 00:14:05.920] Lepas tu T1 [00:14:05.920 – 00:14:06.400] Lepas tu T2 [00:14:06.400 – 00:14:07.020] Tunggu kata-kata reply [00:14:07.600 – 00:14:08.400] Sampailah closing [00:14:08.400 – 00:14:08.860] Okay [00:14:08.860 – 00:14:09.900] Nanti anda akan lebih faham [00:14:09.900 – 00:14:11.220] Kita jumpa dalam video [00:14:11.220 – 00:14:12.260] Yang seterusnya