Sales Call Flow with Examples

1. Opening - Building Rapport & Trust – Key questions to understand the client's needs. 
2. Planning Mindset - Qualifying Questions – Identifying budget, timeline, and trade show experience level.
3. Overcoming Common Objections - Upsell/ Down Sell – Responses tailored to your buyer personas.
4. Closing Strategies – Ways to encourage urgency and commitment. Capture Email/ Client Info 

1.  Opening line to set the bar that we are experts – this is the first FULL SENTENCE the team member speaks, after the intro, and after hearing the customer's concern: 

Example: 

US: Backdrop.com thank you for holding. How can I help you?

Them: Hi I’m Jon from XYZ Corp I have a show on ABC date/time/location and trying to see how fast I can get the display etc.… 

US: Absolutely Jon we ship from a few different locations so let’s first understand where it’s going and we’ll build out a plan to ensure it’s there ahead of schedule -  (not on time, but ahead of schedule) – 

We want to start with some sales points to establish and gain their confidence – 

1. Our system will auto detect the best approach based on your timeline and determine the fastest and cheapest route to get everything into your hands.
2. If you haven’t ordered from us before it’s worth mentioning that we use a 16 pass print method meaning our blacks are true black and not dark orange, whereas other printers use a 4 and 8 pass process. 
3. We also have a lifetime warranty on the life of the frames so if they ever go dead on you we’re here to help. 
4. We know you have a million other things on your plate so we’ll take this piece off your hands, we’re owed by backdrop.com so we do a few hundred of these per week, nothing to worry about as the timeline looks fairly manageable on this end. 

2. Next we pivot from shopping mentality and into a PLANNING mindset – 

1. John who’s designing this thing, do you have a designer that you use, and do they already have the graphic template, or are you looking to work with one of our designers? 
2. Design on our end can take 2-5 days based on the complexity of the art – and how many times we go back and forth. 

i. Just worth noting, our design team specializes in large format, so they are trained on capturing the eye in those 3 seconds when someone walks by the booth so they can digest the products and services at a quick glance but if you already have your own designer then of course that might be faster but you can decide at checkout

ii. If you decide to have your team put the artwork together, we still offer a full proofing process and will review everything to ensure it’s print ready before being sent off to production. 

3. As you select your options just choose a few things, of course I highly recommend the hardcase which also converts into a podium – with that you not only get a functional podium but also another layer of brand awareness at the booth, along with some storage space. 

i.      LED lights are important

ii.      I wouldn’t bother with the header, it’s nothing special (down sell)

iii.      The padded flooring is a huge win, not just for comfort but it adds a nice touch to the entire presentation, we have a video on those if you’d like me to share?

4. Everything else can be done online, if you need a coupon code or the graphic templates let me know please I can share those via email, along with some recent design examples from our team. 

1. Capture Email

Below are some examples of common questions and ways we can position ourselves strongly in our responses. 

Examples:

Design Services:

Us: Will you be submitting print ready artwork or looking to work with one of our designers? 

Client: What's the difference? 

Us: If you have someone available who can work within Photoshop or Illustrator, we provide graphic templates they can use to ensure everything is sized correctly and ready to print. 

If you’d like to work with one of our designers, once the order is placed, you will receive a designer questionnaire where you can provide photos, logos, or other assets you would like to include. Once this has been submitted, a designer reaches out to you one on one to review everything and do some brainstorming before getting started. You can allow them as much or as little creative freedom as you like, it is a fully collaborative process. 

In either case the artwork is proofed and fully approved by you before being sent off to production. 

Lead Time - Proprietary Products

Client: Hi, I’m looking to order a 10ft QuickZip Straight and wondering how fast I can get it. 

Us: Absolutely, the standard turnaround time on that product is currently 7 business days from artwork approval. When are you hoping to have it arrive by? **Always ask IHD before providing excess info on rush options and shipping. 

Client: I’m looking to have it in hand by *10 business days* from now

Us: Perfect! In order to meet that delivery date, we would need the order placed and artwork fully approved by *provide date and time*. When you are ready, you can go ahead and complete the order online to get started. Once the artwork is complete, there is a link directly in your order confirmation email to upload the files for proofing. 

Shipping

Client: Where do ship from? 

Us: We have multiple shipping locations, our system will auto detect the best approach based on your timeline and determine the fastest and cheapest route to get everything into your hands. This will all fall within the **business day timeline and there is even a good chance that it arrives early. 

Print Quality 

Client: I’ve ordered these types of displays in the past and I wasn’t happy with the print quality so I’m looking to switch vendors. 

Us: Quality is a top priority for us and it’s worth mentioning that we go over and above the industry stand used by other printers which is a 4 or 8 pass process. Our dye sublimation process uses a 16 pass print method meaning our blacks are true black and not dark orange and gives you a more vibrant print all around. 

Upsell/ Downsell

Client: I’m looking at the 10ft QuickZip displays and there are so many add-on options, are they really necessary? 

Us: They are optional and you can pick and choose which to add based on what's important to have in your space and how you’ll be using the display. I always recommend going with the hardcase which also converts into a podium – with that you not only get a functional podium but also another layer of brand awareness at the booth, along with some storage space. I usually recommend you to bother with the header unless based on the space you're in, the additional height will give you an advantage. The padded flooring is a huge win, not just for comfort but it adds a nice touch to the entire presentation compared to the concrete or carpet that most shows offer. We have a video on those if you’d like me to share? **Downselling, in this case the header, helps to build trust