Follow Up Level Boil Source: https://coachadib.com/module/6ac033f2c9df5ee2bec8f92c Automatic full-length draft. Uncertain wording and figures require review. [00:00:00.000 – 00:00:25.720] Level yang terakhir. Level Boil. Ini Follow Up yang lebih kritikal. Sebab ini customer kata, esok saya bayar. Bulan ni saya bayar. Hari ni saya bayar. Petang saya bayar. Sekarang saya tengah bayar. Duit dah masuk. Tiba lah kan. So, Follow Up Level Boil yang berdidih ni, dia dah berbeza sikit. Kita dah boleh lebih detail, lebih hard sell. In terms of apa tengok? Payment method. Kita beritahu pelanggan, option-option payment method yang dia boleh buat. [00:00:25.720 – 00:00:27.940] Mungkin deposit sahaja, bayar credit card [00:00:27.940 – 00:00:29.560] Bayar online, bayar [00:00:29.560 – 00:00:31.940] Automi ke, buy now pay later [00:00:31.940 – 00:00:33.900] Dan sebagainya, dan kita boleh gunakan [00:00:33.900 – 00:00:36.060] Emotional urgency, emotional urgency [00:00:36.060 – 00:00:37.940] Ni pun kita boleh gunakan juga, proses [00:00:37.940 – 00:00:39.840] Before, during, after, ataupun kita bagi [00:00:39.840 – 00:00:41.860] Warranty ataupun guarantee dan juga ada option [00:00:41.860 – 00:00:43.320] Saya tunjuk dulu detail kat sini [00:00:43.900 – 00:00:46.100] Tengok eh, ni contoh, payment method [00:00:46.100 – 00:00:47.600] Okay, follow up dia, kita guna [00:00:47.600 – 00:00:48.800] Konsep payment method, kita tanya [00:00:49.900 – 00:00:51.480] Biasa beli online, bayar macam mana [00:00:52.280 – 00:00:53.700] Prefer bayar manual ataupun [00:00:53.700 – 00:00:55.380] FPX, send kat dia [00:00:56.200 – 00:00:57.320] Ataupun kita tanya [00:00:57.320 – 00:00:59.120] Salam, lagi cepat pakai sejadah ni [00:00:59.120 – 00:01:00.500] Lagi senang, kita boleh bla bla bla [00:01:00.500 – 00:01:02.280] Dapat solat dengan selesa [00:01:02.280 – 00:01:04.320] Kita bagi emotional urgency [00:01:04.320 – 00:01:06.400] Anda kena ingat, cuba tengok gambar ni [00:01:06.400 – 00:01:10.040] Emotional urgency versus promotional urgency [00:01:11.340 – 00:01:12.740] Urgency ni ada dua jenis [00:01:12.740 – 00:01:14.960] Ada urgency jenis emosi [00:01:14.960 – 00:01:18.060] Ada pula urgency jenis promosi [00:01:18.060 – 00:01:18.880] Apa bezanya? [00:01:19.620 – 00:01:21.440] Promotional urgency ni contohnya [00:01:21.440 – 00:01:23.460] Plan nak bayar hari ni atau esok ya? [00:01:23.700 – 00:01:24.840] Sebab hari ni ada last offer [00:01:24.840 – 00:01:27.480] Isu dengan promotional urgency ni [00:01:27.480 – 00:01:28.880] Kustomer boleh bau tau [00:01:28.880 – 00:01:29.900] Dia macam fake sikit [00:01:29.900 – 00:01:31.680] Dia ibarat macam cerita [00:01:31.680 – 00:01:32.840] Ali Baba Bujian Lapok tu kan [00:01:32.840 – 00:01:33.480] Baling dadu [00:01:33.480 – 00:01:34.240] Tak boleh lebih tiga [00:01:34.240 – 00:01:35.100] Macam tu lah [00:01:35.100 – 00:01:36.480] Promotional urgency ni [00:01:36.480 – 00:01:37.640] Dia tak boleh pakai banyak kali [00:01:37.640 – 00:01:38.280] Jadi fake [00:01:38.280 – 00:01:39.420] Kustomer boleh tahu [00:01:39.420 – 00:01:40.320] Kita fake kan [00:01:40.320 – 00:01:41.720] So tak bagus lah [00:01:41.720 – 00:01:43.180] Saya sendiri pun tak nak [00:01:43.180 – 00:01:44.200] Anda mengamalkan [00:01:44.200 – 00:01:45.500] Fake promo macam ni [00:01:45.500 – 00:01:46.960] So emotional urgency [00:01:46.960 – 00:01:47.440] Sorry [00:01:47.440 – 00:01:48.620] Promotional urgency ni [00:01:48.620 – 00:01:50.260] Pakai waktu perlu sahaja [00:01:50.260 – 00:01:52.580] Tapi yang saya nak anda pakai [00:01:52.580 – 00:01:53.420] Banyak kali [00:01:53.420 – 00:01:54.580] Unlimited adalah [00:01:56.080 – 00:01:57.400] Emotional urgency [00:01:57.400 – 00:01:59.480] Apa maksud emotional urgency? [00:02:00.900 – 00:02:01.820] Salam Tuan [00:02:01.820 – 00:02:02.820] Saya cadangkan [00:02:02.820 – 00:02:04.220] Bayar deposit sempat mungkin [00:02:04.220 – 00:02:06.440] At least kami dah boleh start [00:02:06.440 – 00:02:07.100] Blah blah blah [00:02:07.100 – 00:02:08.800] Takut lagi lama [00:02:08.800 – 00:02:11.060] Masalah makin melarat contohnya [00:02:11.060 – 00:02:11.760] Nampak tak? [00:02:11.880 – 00:02:13.880] Saya tak cakap pasal ada offer free gift ke tak [00:02:13.880 – 00:02:15.220] Saya cakap pasal masalah dia [00:02:15.220 – 00:02:16.740] Saya sarankan [00:02:16.740 – 00:02:17.560] Bayar deposit [00:02:17.560 – 00:02:20.100] Booking umrah mak ayah sempat mungkin [00:02:20.100 – 00:02:21.640] Takut-takut [00:02:21.640 – 00:02:23.180] Kesihatan mak ayah makin merosot [00:02:23.180 – 00:02:25.380] Waktu mereka sihat ni lah [00:02:25.380 – 00:02:26.440] Kita gembirakan dia orang [00:02:26.440 – 00:02:27.240] Sent [00:02:27.240 – 00:02:29.300] Mungkin kita jual package umrah mak ayah [00:02:29.300 – 00:02:30.620] Saya sarankan [00:02:30.620 – 00:02:32.080] Try kasur kijang sebab mungkin [00:02:32.080 – 00:02:33.800] Takut-takut selama ni [00:02:33.800 – 00:02:35.660] Ada yang ikut kita [00:02:35.660 – 00:02:37.220] Mungkin lepas ni dah spray [00:02:37.220 – 00:02:38.240] Rasa beza [00:02:38.240 – 00:02:38.840] Rasa berani [00:02:38.840 – 00:02:39.320] InsyaAllah [00:02:39.320 – 00:02:40.380] Kita itihar [00:02:41.120 – 00:02:41.760] Nampak? [00:02:42.040 – 00:02:43.260] So beza kat sini [00:02:43.260 – 00:02:43.860] Point saya [00:02:43.860 – 00:02:46.320] Kita bukannya nak mainkan emosi dia [00:02:46.320 – 00:02:48.040] Sengaja nak membolak balik kan [00:02:48.040 – 00:02:48.200] Tak [00:02:48.200 – 00:02:50.080] Kita concern pasal dia [00:02:50.080 – 00:02:51.140] Kita beritahu yang [00:02:51.140 – 00:02:52.680] Makin dia biarkan masalah [00:02:52.680 – 00:02:54.720] mungkin melarat dan mungkin entah-entah [00:02:54.720 – 00:02:56.780] produk kita, servis kita adalah [00:02:56.780 – 00:02:58.880] penyelesaian. Dia cari selama ni. So that's [00:02:58.880 – 00:03:00.680] why urgency, emosi ni [00:03:00.680 – 00:03:02.820] sangat-sangat power. Ramai orang tak guna. [00:03:03.100 – 00:03:04.640] Ramai yang takut nak guna [00:03:04.640 – 00:03:06.540] ataupun simply tak tahu cara nak guna. [00:03:06.780 – 00:03:08.600] Dan emosi ni awak jangan over sangat tau. [00:03:08.680 – 00:03:10.960] Jangan poyoh sangat. Tuan saya sarankan [00:03:10.960 – 00:03:13.060] hantar anak dalam kelas percubaan. [00:03:13.200 – 00:03:14.860] Takut anak nanti tak ada masa depan. [00:03:15.400 – 00:03:16.740] Kau menyusahkan mak ayah pula [00:03:16.740 – 00:03:18.700] nanti. Ah mampus. Awak janganlah [00:03:18.700 – 00:03:20.220] emosi melampau 10 per 10. [00:03:20.540 – 00:03:21.820] Emosi ni bagi light-light je lah. [00:03:22.700 – 00:03:25.840] Tuan, saya canangkan hantar kelas percubaan sepikap mungkin. [00:03:26.440 – 00:03:28.620] Takut masalah speech delay dah makin kritikal. [00:03:29.520 – 00:03:31.380] Nanti kita nak buat treatment lagi lama. [00:03:31.560 – 00:03:32.880] Takut kos makin lebih mahal lagi. [00:03:33.100 – 00:03:37.540] Sebab biasanya kalau tak kritikal, dalam 3 ke 6 sesi dah boleh betulkan dah. [00:03:37.880 – 00:03:38.720] Kos pun tak mahal. [00:03:38.940 – 00:03:39.900] Nampak? Send. [00:03:40.240 – 00:03:41.820] So, dia pun cakap, betul jugalah kan? [00:03:42.160 – 00:03:45.380] So, tak adalah saya cakap sampai tak ada masa depan menyusahkan mak ayah, [00:03:45.580 – 00:03:48.120] jadi apa semua penganggur dan sebagainya. [00:03:48.240 – 00:03:49.200] Tak ada. Tak payahlah over sangat. [00:03:49.400 – 00:03:51.100] So, emosi ni jangan over sangat. [00:03:51.280 – 00:03:51.760] Relax je. [00:03:51.760 – 00:03:52.940] Sikit-sikit pakai boleh lah [00:03:52.940 – 00:03:54.840] Dia kena just nice lah [00:03:54.840 – 00:03:56.840] Kalau saya 6 per 10 [00:03:56.840 – 00:03:59.100] So patah balik kepada boil [00:03:59.100 – 00:04:01.760] Boil ni adalah teknik yang lalas sekali [00:04:01.760 – 00:04:04.040] So untuk kita follow up customer [00:04:04.040 – 00:04:05.500] Kita boleh gunakan payment method [00:04:05.500 – 00:04:07.400] Kita boleh gunakan emotional urgency [00:04:07.400 – 00:04:09.000] Boleh gunakan promotional urgency [00:04:09.000 – 00:04:11.600] Dan antara yang saya suka juga adalah gunakan proses [00:04:11.600 – 00:04:13.200] Before, during, after [00:04:13.200 – 00:04:13.840] Maksudnya apa? [00:04:14.040 – 00:04:15.120] Bila kita follow up [00:04:15.120 – 00:04:15.940] Contoh tengok eh [00:04:17.060 – 00:04:18.220] Ada banyak kat sini [00:04:18.220 – 00:04:19.240] Ada tak proses kat sini [00:04:19.240 – 00:04:20.000] Contoh yang tu [00:04:20.000 – 00:04:20.920] Follow up yang keempat [00:04:20.920 – 00:04:22.980] Biasa lepas pakai sejadah ni [00:04:22.980 – 00:04:24.300] Pelanggan akan suggest [00:04:24.920 – 00:04:26.820] Akan suggest dengan family pula [00:04:26.820 – 00:04:27.740] Sebab lebih selesa [00:04:27.740 – 00:04:28.980] Apa maksud proses? [00:04:29.120 – 00:04:29.800] Contohnya kita tanya [00:04:29.800 – 00:04:31.540] Tuan nanti waktu kami sampai [00:04:31.540 – 00:04:34.220] Nak kita pasang sekali dengan water pump tak? [00:04:34.700 – 00:04:36.420] Tuan nanti kat rumah ada orang tak? [00:04:36.780 – 00:04:38.240] Padahal kita tengah tunggu payment customer [00:04:38.240 – 00:04:40.700] Tapi kita tanya berkenaan dengan proses [00:04:40.700 – 00:04:41.460] Contohnya [00:04:41.460 – 00:04:43.780] Kita jual susu kurma [00:04:43.780 – 00:04:44.440] For example [00:04:44.440 – 00:04:46.580] Salam tuan nanti nak ingatkan [00:04:46.580 – 00:04:48.100] Waktu nak pakai susu kurma ni [00:04:48.100 – 00:04:48.740] Kalau boleh [00:04:48.740 – 00:04:51.200] kacau dengan sudu plastik [00:04:51.200 – 00:04:53.040] sebab bila dengan sudu besi ni [00:04:53.040 – 00:04:55.120] takut hasiat dia hilang. Dan air tu [00:04:55.120 – 00:04:56.060] kalau boleh pastikan [00:04:56.920 – 00:04:59.280] tak lebih 70 Celsius [00:04:59.280 – 00:05:01.020] air suam je. Sand [00:05:01.020 – 00:05:03.200] Padahal customer tak buat payment lagi pun [00:05:03.200 – 00:05:05.100] tapi kita sahaja nak highlightkan [00:05:05.100 – 00:05:07.420] proses during menggunakan tu [00:05:07.420 – 00:05:08.760] nampak tak? Sebenarnya [00:05:08.760 – 00:05:10.440] inilah teknik dipanggil sebagai [00:05:12.080 – 00:05:13.360] indirect reminder [00:05:13.360 – 00:05:14.920] nak follow up payment ni [00:05:14.920 – 00:05:16.600] sebenarnya klisje, menyampa [00:05:16.600 – 00:05:18.040] Tapi apa yang kita boleh buat [00:05:18.040 – 00:05:19.960] Kita bagi indirect reminder [00:05:19.960 – 00:05:21.180] Apa maksud indirect reminder ni? [00:05:21.520 – 00:05:23.400] Cakap benda yang berkenaan dengan [00:05:23.400 – 00:05:25.060] Proses before, during, after [00:05:25.060 – 00:05:26.400] Ataupun apa-apa sahaja [00:05:26.400 – 00:05:28.020] Tanpa mention directly [00:05:28.020 – 00:05:28.880] Pasal suruh bayar [00:05:28.880 – 00:05:30.440] Awak tak sesekat hati ke [00:05:30.440 – 00:05:31.240] Kalau ada seorang assessment [00:05:31.240 – 00:05:31.720] Wasiat awak [00:05:31.720 – 00:05:33.480] Tuan dah bayar [00:05:33.480 – 00:05:34.160] Bagi receipt ya [00:05:34.160 – 00:05:35.420] Tuan kalau dah transfer [00:05:35.420 – 00:05:36.080] Bagi receipt ya [00:05:36.640 – 00:05:37.400] Tuan nanti [00:05:37.920 – 00:05:39.000] Bank account ok tak? [00:05:39.100 – 00:05:40.380] Kena saya bagi bank Islam pula [00:05:40.860 – 00:05:41.300] Mampus [00:05:41.300 – 00:05:42.960] Takkanlah setiap kali kita nak follow up [00:05:42.960 – 00:05:44.080] Dia tanya dah bayar ke belum [00:05:44.080 – 00:05:44.800] Dah bayar ke belum [00:05:44.800 – 00:05:45.580] Card semua pun jam [00:05:45.580 – 00:05:48.400] So, kalau kita nak follow up dengan cara bermaruah [00:05:48.400 – 00:05:49.720] Yang tak awkward, cakap [00:05:50.720 – 00:05:51.620] Indirectly, contohnya apa [00:05:53.200 – 00:05:54.180] Tuan ni, saya send [00:05:54.180 – 00:05:55.680] Saya siap video cara guna [00:05:56.400 – 00:05:57.320] Nanti, kalau dah [00:05:58.220 – 00:05:59.240] Barang tu dah sampai [00:06:00.000 – 00:06:01.460] Boleh ikut tutorial ni, eh [00:06:01.460 – 00:06:03.420] Okay, baik, padahal dia tak bayar lagi pun [00:06:03.420 – 00:06:05.060] Oh, sorry, sorry, nanti dia akan whatsapp [00:06:05.060 – 00:06:07.640] Oh, sorry, sorry, sorry, saya lupa nak transfer, saya transfer sekarang eh [00:06:07.640 – 00:06:08.680] Itu yang biasa berlaku lah [00:06:09.220 – 00:06:11.640] Contoh situasi lain pula, after [00:06:11.640 – 00:06:13.620] Contoh, tuan nanti [00:06:13.620 – 00:06:15.820] lepas hantar kelas, pastikan anak [00:06:15.820 – 00:06:17.220] kurang main gadget. [00:06:17.640 – 00:06:19.540] Kalau boleh, kurangkan daripada 4 jam kepada [00:06:19.540 – 00:06:21.420] 2 jam. Sebab kita takut anak [00:06:21.420 – 00:06:23.660] kembali kepada situasi [00:06:23.660 – 00:06:25.680] normal dia. Ini lepas kelas [00:06:25.680 – 00:06:26.900] pemulihan kita nanti. [00:06:27.620 – 00:06:29.820] Kita hantar after pula. So, maksudnya [00:06:29.820 – 00:06:31.860] proses ni kita boleh highlightkan. Tak kisah [00:06:31.860 – 00:06:33.860] before pun boleh. During pun [00:06:33.860 – 00:06:35.420] boleh. After. Contoh kita cakap before [00:06:35.420 – 00:06:37.800] tuan nanti datang ke kelas [00:06:37.800 – 00:06:39.760] kalau boleh, bawa satu [00:06:39.760 – 00:06:41.940] tablet. Sebab dalam tablet ni [00:06:41.940 – 00:06:43.360] kita nak install ada satu game [00:06:43.360 – 00:06:44.800] yang boleh bla bla bla [00:06:44.800 – 00:06:46.480] oh ok alright alright [00:06:46.480 – 00:06:47.500] padahal dia tak bayar lagi pun [00:06:47.500 – 00:06:48.340] nampak itu before [00:06:48.340 – 00:06:49.400] so ada banyak benda [00:06:49.400 – 00:06:49.880] kita boleh buat [00:06:49.880 – 00:06:51.040] ataupun kita boleh halatkan [00:06:51.040 – 00:06:51.840] warranty guarantee [00:06:51.840 – 00:06:52.780] tuan by the way nak [00:06:52.780 – 00:06:53.780] nak share yang [00:06:53.780 – 00:06:54.920] produk ni dia ada waranti [00:06:54.920 – 00:06:55.600] ni ni ni ni ni [00:06:55.600 – 00:06:56.780] so tuan jangan risaulah eh [00:06:56.780 – 00:06:57.840] hantar je waranti [00:06:57.840 – 00:06:59.500] ataupun bagi option lain [00:06:59.500 – 00:07:00.880] so label bond ni [00:07:00.880 – 00:07:01.580] adalah follow up [00:07:01.580 – 00:07:02.500] yang kita jangan [00:07:02.500 – 00:07:03.920] sebab sayang tau [00:07:03.920 – 00:07:04.840] kalau awak flop [00:07:04.840 – 00:07:05.720] dekat label bond ni [00:07:05.720 – 00:07:06.840] macam customer tu [00:07:06.840 – 00:07:08.220] sikit lagi nak bayar [00:07:08.220 – 00:07:09.160] tapi follow up kita [00:07:09.160 – 00:07:10.100] bila nak bayar [00:07:10.100 – 00:07:10.920] bila nak transfer [00:07:10.920 – 00:07:11.600] bila nak transfer [00:07:11.600 – 00:07:12.580] itu je yang kita buat [00:07:12.580 – 00:07:17.560] So, cuba tukar, cuba pakai payment method, emotional urgency ataupun promotional urgency [00:07:17.560 – 00:07:21.780] Ataupun halak pada proses before, during, after, buat indirect payment reminder [00:07:21.780 – 00:07:25.060] Ataupun halak pada warranty ataupun guarantee ataupun bagi je opsi lain [00:07:25.060 – 00:07:28.520] Atau pun nak try pack percubaan, at least try dulu satu pack [00:07:28.520 – 00:07:30.140] Kalau ok baru repeat yang lain [00:07:30.140 – 00:07:31.340] Pun boleh juga [00:07:31.340 – 00:07:35.780] So, itu adalah untuk follow up yang paling last follow up table ball [00:07:35.780 – 00:07:36.940] Jumpa dalam video selanjutnya [00:07:36.940 – 00:07:37.820] Zaz