Setting Appointments
How to Get a 'Yes' Every Time

Wayne Crosby, Executive Director V from Quebec and member of the Executive Director Council, knows that appointments drive his business. When he was first starting out, he set apart 23-30 times each week to meet someone for breakfast, lunch, dinner or evenings. Then he filled all those spots to make his business grow. Now it has paid off - last year he earned $243,968!

When Paul Kupetsky, Executive Director from New York, first started out, he was working 60-70 hours a week at his regular job. His wife, Linda, was tired of home-based businesses that didn't work, so she gave him an ultimatum: Make it work in six months. For those six months, Paul filled up every time slot and even double-booked appointments so that he never had a no-show. By the end of those six months he had earned $28,000, and at the end of his first full year he made $62,000.

The key to success for both these business builders is a dedication to setting appointments. Here Wayne and Paul share how they get their contacts to say 'yes' to the appointment every time.

Beyond What You Say: Attitude and Belief

Paul and Linda Kupetsky enjoying a local Melaleuca meeting.

When you call a friend or approach a stranger, the first thing that will catch attention is your attitude. "Only 7% of the approach is the wording," says Paul Kupetsky. "Your inflection is 38%, and your physiology or passion is 55%." The tone of your voice, the pace of your words, the timing and body language will convey most of your message. Keep approaches friendly, upbeat and polite.

Behind your words there has to be a sincerity that is unquestionable. Paul tells of four beliefs that business builders need to promote their success. "The first belief is in yourself. You've got to make up your mind that you will accomplish your dreams."

"The second belief is belief in the products. The third belief is in the company. My belief in the company was solidified when I went to Convention in 1995 and saw this company was different from any other home-based venture I had tried.

"The fourth belief is in the people you are working with. You've got to trust your mentors and coach, and you've got to look for people who will trust you."

Scripting

It takes a little forethought to get your approaches to work. "Practice makes permanent," says Paul. Although he has many variations of his approach, he always tried to mention one F.O.R.M. item - Family, Occupation, Recreation or Money - as something the prospect may need. "Maybe the guy in the store loves his job but works 100 hours a week and wants more time with his grandkids. Listen with both ears. Hone in on the person's pain."

Wayne Crosby teaches new enrollees to use the same type of approach every time but customize one line to fit the prospect. "I have new business builders pick out the person on their contact list they would be most comfortable talking to, then I ask why. Why do they want to call that person and have them in their business? I use their answer in the script for their approach."

Wayne will take out a paper and pen and write down the words for the call. "The first thing to say is 'Listen, I've only got a minute. Is now a good time to talk?' Always be polite. If there's a baby crying or a doorbell ringing, call at another time. If they do have a minute, then begin with a compliment. Use the 'why' from above. If my enrollee told me they want Mark in their business because he's personable and friendly and a real good worker, then that's what Mark needs to hear. Simply say, 'Look, I've got a new project going and I need a partner who's a real people person. You're the most personable and friendly guy I know.'

"Then ask if they would be open to look at a way to make extra money," says Wayne. "As soon as the person on the phone says yes, set the appointment."

The Four Cs

Paul calls his approach "The Four Cs" - Compliment, Control, Create curiosity, Commit. "After the compliment, control the conversation by asking questions," says Paul. "These people have four things on their mind: Why me, why are you willing to share it, how much do I have to invest, and is it an MLM? You can take away their questions by asking them a question. For example: 'Would you be willing to spend a half hour with me if I told you it wasn't an MLM, you didn't have to stock inventory or deliver products and it doesn't require a big investment of money?'

Of course, the contact will naturally ask, "What is it?" And that's the moment people get what Wayne describes as "verbal diarrhea."

"If you try to tell them on the phone, you'll lose them," Wayne counsels. "Be honest. Just say, 'Look, I can't wait to tell you what it is, but if I try to describe it over the phone I'll mess up. It's kind of visual. There's charts and graphs and I really can't describe it."

This is when you create their curiosity. Paul will mention he has a possible solution for their needs. He will say, "Look, I can't promise anything, but if you're really serious about getting out of debt, maybe I can help you."

The final step is to commit them to meet at a specific place, date and time. Wayne suggests the following: "Why don't we get together for a half hour at Myron's? I absolutely promise it won't be a waste of your time. Does that sound fair?" By doing this, you give the contact a sense of control. "You've just guaranteed it won't be a waste of their time. They are the judge. They say whether or not it sounds fair," says Wayne.

Setting a Solid Appointment

Rita and Wayne Crosby, Executive Directors V - Quebec

After meeting someone in a store or at a restaurant, Paul will call back and set the appointment. He always tries to include the wife or husband in the decision to eliminate resistance head-on. "I'll tell the wife, 'I thought your husband is the type of person who works well with people. Do you agree?'"

He then follows up by booking a meeting at a convenient spot. "I have a list of all the Starbucks in New York," he laughs. He always offers choices: Do days, evenings or weekends work best, does 7:00 or 7:30 work better? On the day of the appointment he will call back and reconfirm. "Did we say 7:00 or 7:30? Was that 2515 4th Street or 2550?"

Paul also gives some tips for handling resistance. "Say something like, 'I felt that way too. All I'm asking is for you to take a look and give me your opinion. All I need is 30 minutes. Now, when can we get together?" By bringing the conversation back to what date and time you want to meet, you can put off questions until they have seen the presentation. And if the person will not agree to an appointment, at least ask for a referral.

It's In My Book

Your business will not grow quickly if setting appointments is a whenever-you-get-around-to-it thing. Wayne Crosby sets aside Sunday evenings and Tuesday mornings to make calls and set appointments. "The first thing you need to do is calendar a time when you will make those calls," he says. "If you don't, no one else will either, because this is a business of duplication."

"I write in days for myself in my calendar," says Paul. "Nobody breaks into that time until I get my four to eight enrollments a month. And I never leave home without my schedule or contact list." What's in your book today? When will you be setting your next appointment for a presentation? Get on the phone, set those appointments, and make your business grow!

Editor's Note: This is the second article in a seven-part series featuring the seven critical business-building activities.

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