We're happy with our current provider

The manager's paste

EXAMPLE DATA. Plover is a fictional company that sells dock-appointment software.

New SDRs and AEs hear "We're happy with our current provider" on first calls. Some hang up, and others list reasons Plover is better. No note says what Plover replaces or leaves alone, so they invent the contrast. The bonus pays only for a booked meeting, so a real "not now" looks like a miss. They need to say whether "happy" means leave us alone or one dock problem, before they pitch or book.

Gap brief

Gilbert's Behavior Engineering Model. A skill becomes practice. Missing information becomes a job aid. An incentive goes back to the manager, because training cannot fix it.

Practice. Do not hang up, and do not pitch. Label "happy" in their words, ask what work the provider does, and stop. Then look only at a leftover they named, or close and book nothing.

Job aid. No note says what Plover replaces and what it leaves alone, so reps invent the contrast. Write that note before the session, plus "That is not on my note, so I will not guess." Hand it out. Do not drill it.

Not training. The bonus pays only for a booked meeting, so a real "not now" looks like a miss. Count a logged "not now," with the reason. A better line will not change the bonus.

Open question. If a clean no were free, could they do this already? If yes, fix the bonus before you judge the close.

Objectives

Mager-style: condition, performance, and criterion.

Objective 1

• Condition. A buyer has just said "We're happy with our current provider." No checklist in view.
• Performance. The learner labels that in the buyer's words, asks one question about the provider's work, and stops talking.
• Criterion. Checklist items 1, 2, and 3 are yes. A pitch, a discount, or a second question before the answer means not met.

Objective 2

• Condition. The buyer has answered that question.
• Performance. The learner proposes one next look at work the buyer just named, or closes and states why.
• Criterion. Checklist items 4, 5, and 6 are yes. The look is that work, not a tour or a discount. A close books nothing the buyer did not accept.

Practice

Three passes. Support fades: a worked example, then a partly finished attempt, then a solo run with the checklist closed. Hold the cards and Answers until they commit.

Pass 1. Worked example

Checklist up.

Priya Shah, dock director, Reed & Calder (EXAMPLE DATA): "We're happy with our current provider."

Near-miss: "Everyone says that until peak. We replace the appointment tool. Twenty minutes Thursday to walk you through it?"

Move:

"Sounds like they're doing the job you hired them for. What do they take care of on a normal day?"

Stop.

Priya: "Appointments. When a truck misses its window, they email, and we wait. My receivers were on the dock last Thursday."

"Last Thursday is the only piece I'd look at. Twenty minutes on that window, not a tour of Plover. Worth it, or should I leave it?"

If she says no: "Understood. Nothing on the calendar."

Pass 2. Completion

Checklist open. One reads Jon. One fills the blank.

Jon Alvarez, operations manager, Juniper Parts (EXAMPLE DATA): "We're happy with our current provider. They've been with us a long time."

"A long time is a real commitment. I'm not here to talk you out of them. ____"

The rep adds one question about the work, says stop, and stops.

After the stop, read this only if the question was about the work: "They run our cycle counts. Tuesday the count was off. A spreadsheet came the next morning, and my team stayed late." Otherwise: "I just told you. We're happy."

If Tuesday was earned, one line more: a short look at that count, not a tour, or a close that books nothing.

Pass 3. Solo

Checklist face down. Dana Okonkwo, DC manager, Brightmill Foods (EXAMPLE DATA), says only: "We're happy with our current provider."

Hidden card. After a label and one question about the work: "They book the appointments. A produce truck sat this morning because the list did not match. We deal with it." Pitch, discount, a jab, a dislike question, or a second question: "We're all set, thanks." She may say yes or no to a look at that truck, and a yes is not a demo. If she named nothing and they still ask for time, she says no.

Score after the call. Anyone without a solo is first on day 7.

Behavior checklist

All six must be yes.

1. Labels the satisfaction in the buyer's words, with no "but" and no sarcasm.
2. Asks one question about the provider's work, not a dislike or an invented failure.
3. Stops. No pitch, discount, or second question before the answer.
4. Does not criticize the provider or tell the buyer they are wrong.
5. Names one next look from the buyer's words, or closes and says why. Not a tour.
6. Books a meeting only if the buyer accepted that look.

Quiz

Wrong options are near-misses.

1. Priya Shah, Reed & Calder (EXAMPLE DATA): "We're happy with our current provider." Your line?

   A. "What don't you like about them?"

   B. "Sounds like they're doing the job you hired them for. What do they take care of on a normal day?"

   C. "Fair enough. I'll send a comparison and try next quarter."

   D. "Most people say that first. Can I hold twenty minutes Thursday?"

2. Jon Alvarez, Juniper Parts (EXAMPLE DATA). Tuesday's count was off, a spreadsheet came the next morning, and his team stayed late. Your line?

   A. "That Tuesday count is the only piece I'd look at. A short look, not a tour. Worth it, or should I leave it?"

   B. "Sounds less solid than you said. My colleague can walk you through the platform."

   C. "I can take something off the price if you take a call this week."

   D. "Thanks. I'll email a one-pager and follow up."

3. Dana Okonkwo, Brightmill Foods (EXAMPLE DATA): "All of it. They show up, the lists match, and I don't want another vendor." What do you do?

   A. Ask a softer "what don't you like," so a meeting is still possible.

   B. Hold the time and tell your manager the meeting is booked.

   C. Offer a lower price if she will take one call.

   D. Thank her, say you will book nothing, and stop.

Answers

1. B. A picks a fight, C never asks what "happy" covers, and D argues, then asks for time.
2. A. B pitches, C buys the meeting with a discount, and D drops Tuesday.
3. D. A refuses the no, B books time she did not accept, and C buys the call.

30-minute session

Print the note first.

• 0–4. Write the objection on the board. Each rep says the last reply they gave. Do not correct yet. Name the target: the move, then a look or a stop.
• 4–12. Worked example, checklist up. Near-miss beside the move. The room names the misses.
• 12–20. Completion, checklist open. Jon's lines wait until the rep stops.
• 20–27. Solo, checklist face down. Score after. No solo today means first on day 7.
• 27–30. Write one question for the next real call, and the close if the whole job is covered. This session did not fix the note or the bonus.

Follow-ups

• Day 2. Send the three quiz items. They answer before the key.
• Day 7. Solo again, checklist closed, or score one real first call. Missed solos go first.
• Day 21. Score one live first call. Note any pitch, discount, or meeting the buyer did not accept.
• Day 45. Rerun the solo for anyone whose live calls still fail the checklist. If an honest "not now" still counts as a miss, take the bonus back to whoever owns it. Another session will not fix that.

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