What if your buyer wasn’t “difficult”—just different? In this eye-opening episode, we kick off the Neuro-Aware Selling mini-series by breaking down how neurodivergence influences communication and decision-making. You’ll walk away with tools to sell more effectively, respectfully, and confidently to a segment of the population that’s been misunderstood for too long.
What You’ll Learn in This Episode
- The definition of neurodivergence and why it matters in sales today
- How Autism, ADHD, Dyslexia, and AuDHD show up in buyer behavior
- Communication signals to look for in the field
- Why clarity, pacing, and permission are vital for ND buyers
- How emotionally intelligent selling leads to better results
- The opportunity cost of ignoring neurodivergent needs
Resources & Links
📚 Book Recommendation: “Unmasking Autism” by Dr. Devon Price – A game-changing look at the inner world of neurodivergent individuals and how they interact with society.
🎓 Coaching & Training: https://www.closeitnow.net/coaching
🧠 Close It Now: Sales Psychology Series (YouTube Playlist): https://www.youtube.com/playlist?list=PLH3-vhYQ6Z5aH9d8Ypyc_VOPxxrpbPQH2
Let’s Connect
🌐 Website: https://www.closeitnow.net
📲 Instagram: https://www.instagram.com/therealcloseitnow
👥 Facebook Group: https://www.facebook.com/groups/closeitnow
💼 LinkedIn: https://www.linkedin.com/in/closeitnow
🎧 Listen to more episodes: https://www.closeitnow.net/podcast
Final Thought
Understanding your buyer’s brain is the fastest path to trust. When you can adapt your language, tone, and delivery to meet people where they are — especially those who think differently — you’ll not only close more deals, you’ll become someone worth buying from.
⭐ Enjoying the series? Leave a review and share the show!
Full review link: https://g.page/r/CbfnnDqTCwQdEAE/review
Mark as Played
Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
(00:01):
Welcome to Close it now, thepodcast that's revolutionizing the
H Vac and home improvementtrades industries.
Get ready to dive deep intothe world of heating, ventilation
and air conditioning.
We're turning up the heat onindustry standards and cooling down
misconceptions and we're notjust talking about fixing vents and
(00:21):
adjusting thermostats.
It's about the transformativemovement that's reshaping the very
foundation of H Vac and home improvement.
We're the driving force,inspiring top performers who crave
excellence not only in theirprofessional endeavors, but also
in fitness, nutrition,relationships and personal growth,
proving that we can indeedhave it all.
(00:44):
This is Close it now, whereexcellence meets excitement.
Let's get to work now.
Your host, Sam Wakefield.
All right, well, welcome backto Close It Now.
Today we are talking aboutsomething really serious but also
(01:06):
very important that you mustknow when you are in the home in
sales.
We're going to be talkingstarting a mini series within a series.
So series in a series.
This is part one of our NeuroAware Selling Understanding neurodivergent
buyers.
(01:26):
So this is episode four in thelarger sales Psychology series.
So that is what we are divingin today and I know you're going
to love it.
So here's the context for theepisode in as you know, in today's
homes, sales is ever changing,it's ever evolving and the way buyers
buy, there's this huge, huge,huge shift in the world right now
(01:50):
in today's homes,neurodivergence is, it isn't the
exception anymore, it's the norm.
And there's a lot of reasonsfor it.
There's of course somecontroversial ones but more than
anything I think it's becauseit's being studied and recognized
more.
(02:11):
And so most sales traininghowever, ignores how neurodivergent
buyers think, feel and decide.
So this episode is going tostart a three part deep dive into
the world of neuro awareselling the most overlooked skill
set in high performing in homesells today.
(02:31):
I cannot think of a singletraining anywhere that covers this
topic.
That's why we're doing it,because we talk about the hard stuff,
the things nobody else wantsto cover.
So a little bit about this neurodivergence.
It includes adhd, autism,dyslexia, ODD DHD which is combining
(02:52):
its co occurring autism and adhd.
All of these have uniquecognitive and emotional traits that
affect trust, attention,logic, decision making.
If you're not aware of thesesignals, you might be unintentionally
losing deals, creatingbiofriction or, or Misreading the
(03:13):
energy in the room.
Because everything we'vetalked about up till now, not everything,
but a lot of what we've talkedabout up till now sometimes doesn't
apply.
Now.
The main thing that I want youto know, neurodivergence does not
mean broken or anything is wrong.
It's just different.
I will happily raise my handand say I fall into the ADHD spectrum,
(03:37):
which means I amneurodivergent as well.
And I would reckon that ifyou're in sales, there's probably
a hint somewhere of you beingon the spectrum, even if you didn't
realize it.
ADHD is a big one that.
So all of these things, it's aspectrum, it's a range.
But there are certain specificcharacteristics and communication
(04:02):
patterns that we have to knowand recognize in order to be able
to communicate correctly, toget the message across and be received.
So we are unmasking in thisepisode to be who we are.
And I want you to know how torecognize these things.
So that is what this episodeis about.
(04:22):
So before we get into that,let's do a what's in your cup today?
And today, speaking ofunmasking, I. I did a special.
What's in your cup today?
What's in my cup?
If you're on YouTube andyou're watching me, you can actually
see.
So go to YouTube, watch the episode.
Make sure to like and subscribe.
I've got my Capri sun today.
(04:43):
I've got my juice box in.
Because there's going to besome things we're talking about that
seem, you know, the wholepoint is, like, what you like, be
authentically you.
Be authentically yourself.
You can I give you permissionto unmask for this episode?
And it's okay.
So what is in your cup today?
You go.
Hope you're hydrating.
(05:03):
It has begun to be a very hotsummer in parts of the country here,
which, interestingly enough,this is kind of an oddball comparison.
You know, my buddies inseveral coaching clients shout out
to Kevin Polito and JonathanNeves up at Green Energy in Boston.
We've got Ryan, RyanChartrand, and let's see, Brian o'
(05:26):
Boyle in Pennsylvania, Ryan'sin Boston.
All my homies up in theNortheast, they've been seeing you
guys up there and everybodyelse that's in that area.
Y' all been seeing over 100degrees, which is really crazy because
here in Texas, in the Austinarea, we haven't seen a single 100
(05:47):
degree plus day this year.
In fact, there's no projectionfor them.
So who knows, maybe y' all aregoing to be the new Texas and we're
taking over your weather.
Let's flip flop it.
So what is in your cup today, everybody?
Are you staying hydrated?
Is it a latte?
Let me dive in with my strawhere into my Capri sun and let's
(06:08):
toast this episode together.
And dive in.
3, 2, 1.
All right, we got apple today.
So one more thing I want to dosuper quick is let's read a review.
We've got a five star reviewhere that I want to highlight.
And let's see, this one isfrom Jay Gonzalez.
(06:32):
Actually, we're going to do a couple.
There's some short ones.
5 star review from Jay Gonzalez.
Sam never fails to providerelevant content, great guests, awesome
beverage recommendations andlet's see, he says, I thought I had
the whole thing open.
And more.
Thank you for all you do.
Thank you for that review, Jay Gonzalez.
(06:52):
I appreciate you, brother.
That is awesome.
We've got another one from.
Let's see.
This is a longer one.
Brandon Cancio, five star review.
Sam from Close it now hastruly transformed the way I approach
H vac sales.
His podcast is my go to DriveTime University.
I tune in daily and everyepisode delivers clear, practical
(07:15):
insights that have elevated mymindset, refined my word tracks,
strengthen my entire sales process.
Rock on, Brandon.
Brandon, Sam has a rare giftfor breaking down real world sales
situations into actionablestrategies that work.
If you're in sales and notlistening to him yet, you're leaving
serious growth on the table.
Grateful for all the value he brings.
(07:37):
Thank you for that review, Brandon.
That is awesome.
I appreciate it.
And last one, let's see.
This one is from Cody W. Codyup in.
I bet.
I think this is probably Codyup in Rockford, Connecticut.
An incredible training experience.
One of the most ethicallygrounded and impactful sales live
(07:59):
sessions I've ever attended.
I can't overstate the value ofhaving Sam come in to train the team.
So thank you for that, Cody.
I appreciate it for all of you.
I mentioned if you heard thatyour review read on an episode, make
sure to reach out because youhave earned a one hour coaching session
with me.
(08:19):
So make sure to make sure tomention that.
So with all of that beingsaid, let's hop into the content
and we can dive in todaybecause this is a big one.
This is an important episodethat we're covering.
So let's start with what isneurodivergence and why cells must
(08:42):
adapt.
That's more important.
What is it?
And why do we need to knowabout it and, and adapt to it?
First of all, when we are,we're not selling to salespeople,
don't sell to neurotypical robots.
We sell to real human beings.
We're not just selling to a script.
You all know when we learn ascript, scripts are written in your
(09:05):
classic classroom scenario.
So when you learn a script,it's built around one frame of mind,
typically maybe a couplescenarios or a couple variations
in the scenario, but it's notusually built around different psychological
mindsets or patterns.
(09:25):
So when we're selling to realhumans today, what that means is
neurodivergence is more commonthan ever.
According to the most recentstudies, 1 in 5, 1 in 5, 20% of the
population is consideredneurodivergent to some degree.
So what that means is in 2023,one in 36 kids are diagnosed with
(09:50):
autism.
One in 10 adults have ADHD,often undiagnosed.
If you've been around at alllately on social media, we're seeing
videos about especially latediagnosed women with ADHD.
Or of course, 1 in 5, 1 in 5people in North America show signs
(10:13):
of dyslexia, so, and odd dhd,basically, autism and ADHD combined
is increasingly recognized in adults.
So this isn't, this is animportant, very powerful, impactful
episode for me because I cantell, I'll tell you all that one.
(10:34):
I'm neurodivergent and myfamily, this is what we call neurospicy.
So when you have everyone inyour family is neurodivergent.
There's the slang term is,hey, we're neurospicy.
So what that means is processinformation differently.
Communication is slightlydifferent, emotions are different,
(10:58):
emotional control is different.
That means your pace, yourtone, your presentation format, your
verbiage, it's all gotta shiftif you want the message to land.
Now, this is a big dealbecause if you don't think one, if
you don't think it'simportant, that's fine, it's your
(11:18):
choice.
But the thing is, if you'relosing one in every fifth sale, 20%
of your client base becauseyou refuse to adapt and adjust to
how someone hears youdifferently, where's the common denominator?
So I want to put that outthere because the problem is for
too long, for way, way, waytoo long.
(11:41):
This is why we talk about thisepisode of unmasking.
For way too long.
People who are neurodivergentor neurospicy have been forced to
mask to adjust to the societalNorms that the other 80% of the population
function under.
And if you don't believe thisis the thing, all you have to do
(12:01):
is look at Elon Musk.
He's a very.
So they don't call itAsperger's anymore, but that's what
he was originally diagnosed with.
He's a very self proclaimedneurodivergent person on the autism
spectrum.
So it doesn't mean whensomebody is neurodivergent or they
fall into ADHD or autismspectrum, any of that.
(12:22):
It doesn't mean they're not successful.
It doesn't mean they're not,you know, that we, I say they, we
can't accomplish things.
It just means we processthings differently.
So another sip of my Capri sunand let's get into this.
So the key insight here, andthis is the reason it's important,
(12:43):
is you cannot force trust withneurodivergent people.
It's very important that weearn safety first trust.
The, the, the reason thatpeople look for trust is they want
to feel safe in their buying decision.
So we're reclassifying trustin sells a bit in here at close it
(13:04):
now because truly what itmeans is a safe buying decision.
So in order to communicate,this is the primary, this is the
main thing we have to earnsafety first.
And neurodivergent buyers havedifferent safety signals, the neurotypical
(13:25):
ones.
So let's talk about howneurodivergence shows up in, in sales
conversations.
So we're going to startgetting into how to recognize it
and then I'll give you someword tracks and things how to adjust
in this episode as we get into this.
(13:46):
So here's kind of a setup for it.
Have you had appointments thatjust felt weird?
The buyer didn't laugh at yournormal jokes that everybody laughs
at.
They didn't respond on cue.
Normally you have this rhythmand when you go through enough appointments,
it seems like, okay, here'sthe laugh line, here's this, here's
(14:06):
your clientele.
They respond accordingly basedon how you lead them and you get
good at this.
But then what happens?
You come across that client.
They didn't laugh, they didn'trespond on cue.
They asked the same questionfive times.
Maybe they flipped fromexcited to shut down in five seconds
flat.
You weren't doing anything wrong.
(14:27):
Sometimes they were justprocessing differently.
Think about your appointments.
Think about the.
In fact, I had a coachingclient recently.
This is one where it seemedlike the client was just completely
flat.
Nothing was happening, nothingwas responding.
And like he wasn't even payingattention and sure enough calls the
(14:49):
very next day and buys one ofthe highest end systems didn't feel
this is Matt.
I'm talking about your guy.
So Matt V. If you're listeningto this episode, your story made
the made the episode becausethis is important.
You know the homeowner doesn'tmean that he wasn't engaged.
Maybe so one of two things hecould have been maybe just he does
(15:12):
other things and just didn'ttruly didn't care.
Or the other possibility ismaybe he fell on the spectrum and
was processing differentlythan we normally expect.
So here's what the here's aresome signs here's are some things
to look for to recognize whohas what.
(15:34):
And you don't necessarily needto know be able to mentally you know,
I don't want you to become adoctor or psychologist or anything
like that.
But you do need to be able torecognize these.
So I'm going to break some ofthe characteristics down sorted into
the different categories.
More importantly just watchfor these things and then we're going
(15:56):
to talk about how to adjustyour communication style to effectively
communicate with people thatshow these characteristics.
So autism spectrum.
Here's something that's reallyyou know we've all been trained to
do eye contact.
If you keep solid eye contactwith someone on the spectrum this
is a big indicator.
(16:17):
If they avoid eye contact orshow they.
Or they have a very flateffect to it.
It's just like they're not there.
They're avoiding eye contact.
There's a whole conversationaround the younger generations especially
being non confrontational.
This is part of it.
It may be they're on thespectrum and avoid eye contact.
(16:40):
Another one is they need stepby step clarity.
They dislike vague answers orgeneralized answers.
They prefer literal languageover sales metaphors.
This is a big one especiallywe work so hard to use analogies
and metaphors and those typesof things.
The problem is if you'reworking with someone is on the neurodivergent
(17:04):
spectrum they prefer literal language.
We're going to talk abouttonality in a minute.
But they want to hear exactlythe details.
Give me it's like the oldschool BR549 TV show.
My dad always talked about it.
I've never seen it.
But just the facts, ma'.
Am.
They want just literallanguage oversells metaphors.
(17:25):
Here's the other one.
They're often slower to respond.
They're very deep processors.
This is where the power of thepause comes in.
This is where just becausethey don't Respond in a time that
normally people would respond.
And if you don't see a veryclear indicator of this, watch some
interviews with Elon Musk.
(17:48):
He doesn't look at theinterviewer in the eye when he asked
a question.
A lot of times I've seen himreach up and pick lint off of his
clothes and just sit there waylonger than most people normally
would.
Then he will articulate hisresponse to the question.
Now, the thing is, everyone,this is how neurodivergent people
(18:09):
respond.
And so we have to understandthat and we have to make sure to
adjust accordingly.
Do not rush this.
Your appointment may takelonger or might not, depending.
But if there's somebody thatare adhd, something else might happen
is they might fixate on thesmall details or rules, for example,
(18:32):
ser ratings.
They might just have thisthing like you can't get somebody
off of one of the things likea ser rating or duck size or something
that seems inconsequential toyou, but they're just so fixated
on it.
This might be a sign thatyou're working with somebody that
falls into the neurodivergent spectrum.
(18:52):
Adhd.
Let's talk about this.
Quick to jump topics.
So easily distracted.
If you've seen the movie up,it's like Squirrel and then off,
on, off to the races inanother piece of the conversation.
Excitement, frustration,emotionally reactive.
All of a sudden it seems likethe mood swings are all over the
map.
(19:13):
They interrupt withoutrealizing it.
This is something that is avery clear indicator.
Do they cut your sentences offto ask a question, change the subject,
continue the conversation?
But they keep cutting you off,usually with a different topic.
But they'll eventually circleback around and get back to the topic
you were originally on.
(19:34):
You are dealing with someonewith adhd.
They might say, I'm ready tobuy and then disappear tomorrow.
Absolutely a thing.
They might say, I'm ready tobuy and disappear 10 minutes from
now.
They need momentum and clarityor they will mentally bounce.
And so that's adhd.
(19:58):
Now let's talk about whathappens when autism and ADHD are
combined.
Because this is a different one.
They crave clarity, but theyget overwhelmed easily.
This one is a paradox.
It's absolutely acontradiction of being combined together.
They absolutely crave clarity,but they get overwhelmed easily.
Here's a good example of meright now.
(20:19):
If you could see my desk.
I functioned the best with thecleanest, most pristine environment.
And at the same time, I hitthis place of overwhelm where I have
the hardest time cleaning my space.
So I would fall probably if Iwas truly tested on the spectrum
(20:40):
for both autism and ADHD combined.
Because I gotta stay on mymeds or I don't get anything done
in a day.
I'm all over the map, so.
And I'll own it.
I'll be happy to say that's,that's me.
So you're a walking paradox.
So it can.
With another sign or characteristic.
(21:00):
It can be intensely focused ondetails and easily distracted at
the same time.
They may mask anxiety withsarcasm, humor or control.
Another one is social signalsare so hard to read or.
And they can appear confidentbut feel confused or vice versa.
(21:21):
They might appear confused or.
But at this you can't read them.
They're super confident, butthey have a hard time articulating
it.
They need both structure and,and empathy to feel safe.
So each of these, we'regiving, you know, the last of these
character.
I'm going to go back and recapthis because the last of these is
(21:43):
what they need to feel safe.
Then dyslexic.
Of course, this is not new.
This is one that we've, we'veknown about for a long time, of course.
But so many more people arebeing recognized as having some form
of dyslexia.
They struggle with denseproposals or charts.
This is why I say keep it simple.
If you can simplify, simplify,simplify, not oversimplify.
(22:06):
Get just enough detail.
But you got to keep it simple.
You can't overwhelm yourproposals with all of these thousands
of different of line items.
They prefer verbal explanationover print.
When they're somebody thatdeals with dyslexia, they may forget
or misread key numbers.
For example, my wife's happyto tell you that she has this.
(22:30):
Her numbers are flipped somany times we're looking.
When we're, say we're doingfamily finance or something, we're
looking at things and she'llask me to make sure that she got
the numbers correct because somany times in her brain they flip.
So if you've ever experienced,if you experience or have experienced
a touch of dyslexia, you knowwhat I'm talking about.
(22:52):
Often highly intuitive, thoughthey feel the answer before they
understand it cognitively.
This is what happens when someone.
It's just like when someone isblind or deaf or, you know, any other,
they've lost one of theirsenses, the other senses heighten.
This is what happens with dyslexia.
(23:12):
People with dyslexia, theybecome very intuitive because their
other senses kick in toovercompensate to compensate for
the lack of being able toalways read accurately.
So recap this with some, somebreakdowns here.
The autism, Autism spectrum,they may fixate on small details
or rules.
(23:32):
So you have to support that tomake them feel safe in their decision.
Adhd, they need momentum andclarity or they're going to mentally
bounce.
They're going to be gone.
You will lose them if youdon't stay up to what's going on.
Autism and ADHD combined, theyneed both structure and empathy to
feel safe.
And then dyslexia, they will into.
(23:56):
They call it intuiting.
They'll be intuitive, feel theanswer before they understand it
cognitively.
So here's some more examplesof what you might see.
I'm really spending some timeon this with you because I want you
to understand what to look forbecause this is a big deal.
So one is maybe they stare offor zone out mid presentation.
(24:19):
It does not mean that they'renot paying attention.
Another is they may get stuckon a single word or point.
Just wait, let them get past it.
Let them process.
They might ask you to back up repeatedly.
I can think of thinkingthrough, you know, my thousands of
appointments over the years.
I can remember lots ofoccasions where the homeowners would
(24:42):
say, hang on, back up.
What was that again?
Hang on, what was that again?
Back up.
And so we're just, okay, noproblem, go back and just go through
it again.
Maybe go through it differently.
Those types of things, theymight fidget or pace.
And I'm going to give you someactual things to look for in the
homes too.
If they fidget, pace.
(25:02):
Sensory overload is the big one.
Another one is they may, theywant more structure than your usual
let's walk through thistogether approach.
This is one of the reasons Ithink I personally have intuitively
trained all of you.
If you've listened over theyears and if you attend one of my
trainings or you do one of mycoachings so many times, this is
(25:25):
why I say to always, always,always have different ways to demonstrate
stuff.
So for example, have just anotebook with you so you can draw
pictures.
You, you can write the words out.
You can demonstrate thingsboth visually, you're talking through
it also.
For example, one of the thingsthat I always recommend is find,
(25:47):
for example, if you're in a.
And it doesn't matter ifyou're heating or cooling every single
model of equipment that youinstall, find one in the field on
the hottest day and thecoldest day, video yourself, selfie,
video style in front of thatpiece of equipment, piece of equipment
when it's, when it's running.
So you can demonstrate topeople the volume level.
(26:11):
That's a big question.
Here's how quiet it is.
Can I show you?
I have a video.
And then the video is really simple.
It's just you selfie style,right in front of it, talking at
a normal volume to demonstratethat they can't hear it right behind
you or they can barely hear itright behind you.
So there's your.
There's your ninja tip for the day.
(26:33):
So other things to look for.
One of the things that you doreally need to pay attention to.
Is there an overabundance ofsquishmallows stuffies in their house
or in the couches?
Is there a huge amount ofpillows and squishmallows?
(26:53):
If so, you may be dealing withat least one or multiple people in
that family who are neurodivergent.
Another key indicator is toys.
And I'm not talking about.
Well, so there's a coupledifferent things here.
Toys, collections of things.
Neurodivergent people love tofixate on a specific thing and collect
(27:15):
it ad nauseam to the pointwhere it's really, really wild.
The number of those thingsthat they have.
Think about the people in yourlife that you know that have, for
example, an entire Wal HotWheels cars in the packaging laid
out in this perfect order.
You might be dealing withsomeone that's neurodivergent.
(27:37):
It does.
This is not an every time thing.
However, these are key indicators.
And the other thing to lookfor is especially if you're dealing
with adults, especially ifthere's no age appropriate children,
but there are toys, not justup on, you know, for example, the
collection of the differentall Star wars characters or something.
(27:59):
If there's an overabundance ofthat, you may be dealing with a neurodivergent
person.
However, if there's toys thatare out that are not in boxes that
are actually, you can tellthey actively get played with that
are.
And there's nobody in thehouse that's age appropriate for
those toys.
And you've asked the questionsis like someone else come over, do
you babysit all the things?
(28:19):
And the answer is no.
You may be dealing with aneurodivergent person.
Another indicator to watch for is.
And it's not just the toys.
Are there fidget items around?
Do you notice the personfidgeting a lot?
They've got some sort of.
There's so many sensory.
The poppets and the differenttype of fidget toys are There those
(28:42):
lying around the person you're.
You're the person or peoplethat you're communicating with, are
they fidgeting?
That's a key indicator thatyou're dealing with someone on the
neurodivergent spectrum.
So all of this is important topay attention to.
Now let's give a couple script examples.
There's definitely easy ways to.
(29:04):
As soon as you recognize thatthis is going on, we start to adjust
our communication.
One example is so let me walkyou through the big picture.
Then we can dig into thedetails you care most about.
One of the ways that I'vealways said it when I'm in home is
so what I'll do is I'll takeus through a 10,000 foot view of
everything and anything thatyou want to dive into a lot deeper,
(29:28):
feel free to stop me.
And we'll go as deep as youwant to go.
Otherwise we'll stay at asurface level so we don't get too
in the weeds on the technical stuff.
So that's one way to start toset the container and set the expectations
for the conversation.
This is a great one,especially if you start sensing any
(29:50):
of this is going on.
And this is a great tool forany situation.
How about you let me know ifI'm going too fast or too slow.
I want this to make perfectsense to you.
Let me know if I'm going toofast or too slow.
I want this to make perfectsense to you.
It's a great word track for you.
This is great to set theexpectations for any everyone.
(30:12):
So people feel like they havepermission to stop you, to ask questions,
to speed you up, slow you downand do you do not take it personally
if they ask for a differentstyle of communication from you.
It's not you, it's not yourprocess that's messed up.
They hear it differently thanthe way you're delivering it and
(30:33):
that's okay.
Now what happens when you missthese signals?
And this is also something youneed to pay attention for, especially
at first when you're gettingused to this.
Because what happens is if youmiss the signals and you start going
down the road that they arenot tracking with this, probably
(30:53):
what's going to happen atfirst, especially as you're getting
used to looking for thesetypes of things.
So if you start to miss thosesignals, they rarely say, hey, I'm
neurodivergent.
Can you explain that againwith less pressure?
Instead what happens is theygo quiet, they start to stall, they
say we need to think about itand you walk away thinking they were
(31:16):
just maybe they were flaky.
Here's what happens whenneurodivergent clues are missed.
Trust starts to shut down like crazy.
Decision making becomes stressful.
It's already hard enough forsomeone that functions under a neurodivergent
type of capacity to focus andmake a decision without feeling pressure.
(31:40):
And the second you addpressure into the mix, into the situation,
decision making, boom.
It's so stressful, it's offthe table.
Buyers will self soothe withdeferral or avoidance.
They start to just avoid.
You get ghosted, stalled,canceled on.
(32:01):
This is what happens if you'vemissed these cues.
So here's the reframe for it.
If you miss the processingstyle, you never get to the decision
point.
You've got to pay attention tothe cognitive processing style.
Your job is to removecognitive friction.
This means slowing down,adjusting your delivery, checking
(32:24):
in in ways that don't feel invasive.
This is huge with this client.
When you get good at this,this is why this makes you an elite
communicator.
So neuro aware.
Selling isn't just about being nice.
That's a whole different thing.
It's about influence.
(32:46):
Top closers learn to reademotional and cognitive energy and
shift their delivery to meetthe buyer's internal needs.
Now, yes, I've six years andalmost 250 episodes.
We've talked about how to workwith a neurotypical buyer.
(33:07):
This is for 20% of the buyersout there.
We have to learn and masterthis or you'll never close those
20% that you should be closingone in five.
You're going to close some of them.
But I can guarantee you rightnow, so many of them are giving you
think about it and not comingback because there was any level
of what we just talked about.
(33:28):
So what we have to do is learnto communicate with neurodivergent
buyers.
It gives you more confidencein weird feeling calls, those ones
that feel.
You get a lot more confidencebecause you start to recognize awareness
is step one, fewer buyersfalling off after the appointment.
You're gonna be able tocommunicate to them.
(33:50):
Another thing that will happenis you're gonna get the reputation
as the salesperson or theproject manager, the comfort, advice,
whatever.
You are the technician thatreally understood us.
When you start getting thoseletters, if you're doing do like
Christian Moore does and getChristian Moore and Lucas Gambo.
(34:13):
They get letters at almostevery single at the day of the sale
they'll get a letter sometimesback, sometimes at the install, but
they get out of every two outof three, they're getting a handwritten
letter, full page about howthey helped that client.
And I hope a lot of you acrossthe country go back and listen to
the Christian Moore's episodeand he walks through exactly the
(34:35):
script and verbiage for how toget a handwritten referral and thank
you and testimony letter fromyour clients.
But what starts to show upover and over and over in those letters
and testimonies and reviews iswe felt understood, we felt heard,
we felt seen.
They made it so easy.
They understood us.
(34:56):
What you're going to get is adeeper connection with buyers, neurodivergent
or not.
The more that this is going tounderstanding these types of communication
skills and practicingrecognizing them and then adjusting
to communicate at the level wemeet people, where they're at.
So when we work to becomesomeone worth buying from, this is
(35:18):
part of it.
It's mastering your owncommunication skills and so you can
meet them where they are at.
This is not just a surfacelevel matching.
If they talk fast, we talk fast.
If they talk slow, we talk slow.
And adjusting like that, thisis way, way, way deeper than that.
It's gonna help you in everysingle one of your.
With every single one of your clients.
(35:40):
So what I want you to rememberhere is you're not just selling systems.
You're not just sellingwhatever it is, your solutions, your
garage doors, your plumbing,your electrical, you know, solar,
whatever.
You're not just sellingheating and air systems.
What we're doing is we'recreating emotional safety for every
(36:01):
buyer in every house.
Neurodivergence is not rare.
It's the silent buyer dynamicthat nobody is talking about until
now.
We are planning this flag.
So when you see your buyerclearly, they feel feel it.
And when they feel seen whathappens, they say yes.
(36:22):
Now, when they feel seen, theyfeel safe.
And when they feel safe, theysay yes to you.
The yes will show up.
You get the opportunity toinvite, and the yes will appear.
You can be the calm in their chaos.
This is absolutely what I'vebeen saying this for a little bit,
but 100% applies here.
So let's recap super quickbecause we covered a lot in this
(36:45):
episode.
Neurodivergence affects howpeople buy.
And it's everywhere.
Adhd, autism, dyslexia, adhd,they all show up uniquely and differently.
However, when you start torecognize it, you can adjust.
You can adjust how you deliver.
(37:07):
It's not just what you say,it's how we say things.
Emotional friction is whatkills deals, not objections.
And the best reps create calm,clarity and confidence on purpose.
And this is what the essenceof this is about.
So if this episode has openedyour eyes, hit subscribe, share it
(37:29):
with a teammate, Share withsomebody who can benefit from this.
Because what we do here atClose it now, we're not just learning
scripts, we're learning howpeople work and when we understand
how they work, of course we'regoing to sell better, we're going
to serve better, we're goingto serve at the highest level.
So if you're ready to level upyour skills with coaching, you can
(37:52):
go to my website, go tocloseitnow.net you can fill out the
form on there and we will havea conversation.
You and I will set up a videocall and we can talk about if one
on one coaching virtually isthe right fit for you.
We can talk about if coming toyour location and doing an on site
(38:12):
training for your company isthe right fit for your organization.
If we can talk about if youare ready to scale, we can talk about
trade scale which is adivision of the company where we
get the team involved and it'sa longer term, we take it to the
moon.
It's like we see hundreds ofpercent of growth, you know, 200,
(38:33):
300, 400% of growth in 12months, 18 months, 24 months and
beyond.
So wherever level that you'reat, we have a program for you to
meet you where you are witheither individual or with your organization.
So let's talk about the bookof the week.
This is a recommendation.
I haven't read it yet but Idid some research and I definitely
(38:56):
plan to.
There's a book that's calledunmasking autism by Dr. Devin Price.
Definitely essential readingfor anyone selling to real humans.
And a show recommendation ifyou want the nutshell version and
to be able to recognize thesesigns and characteristics very clearly,
I recommend go watch a fewepisodes and you'll probably get
(39:16):
hooked and binge all theseasons like we did.
But go watch a few episodes ofLove on the Spectrum and that will
get that you'll see veryclearly instantly those characteristics
and how to recognize them.
So you can email mesamloseitnow.net you can like I said
go to closeitnow.net and fillout a form.
(39:37):
You can pop me a message onInstagram herealcloseitnow and go
join the Facebook group.
We are constantly doing somecool stuff in there and make sure
to check out what the month,the book of the month.
We do a monthly book clubwhere we get together and talk about
the book and it's just awesome.
We've done some really cool books.
We did Greenlights by Matthew McConaughey.
(39:58):
We did be Helpful by Arnold Schwarzenegger.
We did the Gap in the Gain,which was an awesome book.
We just finished up this lastmonth, Go for no, the Sequel, which
was really incredible.
In fact, in the book clubmeetings, the thing that sets us
apart is the authors sat in onthe book club discussion.
(40:20):
This coming book, if you catchthis in time, is going to be Leadership
in H Vac by Chris Morin and heis going to sit in on the book club
session as well.
He's the author of that book.
So thanks for hanging out today.
I appreciate every single oneof you.
Go leave me a five star reviewon Google and on Apple podcasts.
(40:41):
Until next time everybody gobe someone worth buying from.
You've been listening to theClose it now podcast.
Our passion is to diveheadfirst first into the transformative
movement that's reshaping thevery foundation of H Vac and home
improvement and at the sametime covering fitness, nutrition,
(41:01):
relationships and personalgrowth, proving that we can indeed
have it all.
We hope you've enjoyed the show.
If you did, make sure to like,rate and review.
We'll be back soon, but in themeantime, find the website@closeitnow.net
find us on Instagram at thereal Close it now and on Facebook
(41:23):
at Close It Now.
See you next time.
Welcome to Close it now, thepodcast that's revolutionizing the
H Vac and home improvementtrades industries.
Get ready to dive deep intothe world of heating, ventilation
and air conditioning.
We're turning up the heat onindustry standards and cooling down
misconceptions and we're notjust talking about fixing vents and
(00:21):
adjusting thermostats.
It's about the transformativemovement that's reshaping the very
foundation of H Vac and home improvement.
We're the driving force,inspiring top performers who crave
excellence not only in theirprofessional endeavors, but also
in fitness, nutrition,relationships and personal growth,
proving that we can indeedhave it all.
(00:44):
This is Close it now, whereexcellence meets excitement.
Let's get to work now.
Your host, Sam Wakefield.
All right, well, welcome backto Close It Now.
Today we are talking aboutsomething really serious but also
(01:06):
very important that you mustknow when you are in the home in
sales.
We're going to be talkingstarting a mini series within a series.
So series in a series.
This is part one of our NeuroAware Selling Understanding neurodivergent
buyers.
(01:26):
So this is episode four in thelarger sales Psychology series.
So that is what we are divingin today and I know you're going
to love it.
So here's the context for theepisode in as you know, in today's
homes, sales is ever changing,it's ever evolving and the way buyers
buy, there's this huge, huge,huge shift in the world right now
(01:50):
in today's homes,neurodivergence is, it isn't the
exception anymore, it's the norm.
And there's a lot of reasonsfor it.
There's of course somecontroversial ones but more than
anything I think it's becauseit's being studied and recognized
more.
(02:11):
And so most sales traininghowever, ignores how neurodivergent
buyers think, feel and decide.
So this episode is going tostart a three part deep dive into
the world of neuro awareselling the most overlooked skill
set in high performing in homesells today.
(02:31):
I cannot think of a singletraining anywhere that covers this
topic.
That's why we're doing it,because we talk about the hard stuff,
the things nobody else wantsto cover.
So a little bit about this neurodivergence.
It includes adhd, autism,dyslexia, ODD DHD which is combining
(02:52):
its co occurring autism and adhd.
All of these have uniquecognitive and emotional traits that
affect trust, attention,logic, decision making.
If you're not aware of thesesignals, you might be unintentionally
losing deals, creatingbiofriction or, or Misreading the
(03:13):
energy in the room.
Because everything we'vetalked about up till now, not everything,
but a lot of what we've talkedabout up till now sometimes doesn't
apply.
Now.
The main thing that I want youto know, neurodivergence does not
mean broken or anything is wrong.
It's just different.
I will happily raise my handand say I fall into the ADHD spectrum,
(03:37):
which means I amneurodivergent as well.
And I would reckon that ifyou're in sales, there's probably
a hint somewhere of you beingon the spectrum, even if you didn't
realize it.
ADHD is a big one that.
So all of these things, it's aspectrum, it's a range.
But there are certain specificcharacteristics and communication
(04:02):
patterns that we have to knowand recognize in order to be able
to communicate correctly, toget the message across and be received.
So we are unmasking in thisepisode to be who we are.
And I want you to know how torecognize these things.
So that is what this episodeis about.
(04:22):
So before we get into that,let's do a what's in your cup today?
And today, speaking ofunmasking, I. I did a special.
What's in your cup today?
What's in my cup?
If you're on YouTube andyou're watching me, you can actually
see.
So go to YouTube, watch the episode.
Make sure to like and subscribe.
I've got my Capri sun today.
(04:43):
I've got my juice box in.
Because there's going to besome things we're talking about that
seem, you know, the wholepoint is, like, what you like, be
authentically you.
Be authentically yourself.
You can I give you permissionto unmask for this episode?
And it's okay.
So what is in your cup today?
You go.
Hope you're hydrating.
(05:03):
It has begun to be a very hotsummer in parts of the country here,
which, interestingly enough,this is kind of an oddball comparison.
You know, my buddies inseveral coaching clients shout out
to Kevin Polito and JonathanNeves up at Green Energy in Boston.
We've got Ryan, RyanChartrand, and let's see, Brian o'
(05:26):
Boyle in Pennsylvania, Ryan'sin Boston.
All my homies up in theNortheast, they've been seeing you
guys up there and everybodyelse that's in that area.
Y' all been seeing over 100degrees, which is really crazy because
here in Texas, in the Austinarea, we haven't seen a single 100
(05:47):
degree plus day this year.
In fact, there's no projectionfor them.
So who knows, maybe y' all aregoing to be the new Texas and we're
taking over your weather.
Let's flip flop it.
So what is in your cup today, everybody?
Are you staying hydrated?
Is it a latte?
Let me dive in with my strawhere into my Capri sun and let's
(06:08):
toast this episode together.
And dive in.
3, 2, 1.
All right, we got apple today.
So one more thing I want to dosuper quick is let's read a review.
We've got a five star reviewhere that I want to highlight.
And let's see, this one isfrom Jay Gonzalez.
(06:32):
Actually, we're going to do a couple.
There's some short ones.
5 star review from Jay Gonzalez.
Sam never fails to providerelevant content, great guests, awesome
beverage recommendations andlet's see, he says, I thought I had
the whole thing open.
And more.
Thank you for all you do.
Thank you for that review, Jay Gonzalez.
(06:52):
I appreciate you, brother.
That is awesome.
We've got another one from.
Let's see.
This is a longer one.
Brandon Cancio, five star review.
Sam from Close it now hastruly transformed the way I approach
H vac sales.
His podcast is my go to DriveTime University.
I tune in daily and everyepisode delivers clear, practical
(07:15):
insights that have elevated mymindset, refined my word tracks,
strengthen my entire sales process.
Rock on, Brandon.
Brandon, Sam has a rare giftfor breaking down real world sales
situations into actionablestrategies that work.
If you're in sales and notlistening to him yet, you're leaving
serious growth on the table.
Grateful for all the value he brings.
(07:37):
Thank you for that review, Brandon.
That is awesome.
I appreciate it.
And last one, let's see.
This one is from Cody W. Codyup in.
I bet.
I think this is probably Codyup in Rockford, Connecticut.
An incredible training experience.
One of the most ethicallygrounded and impactful sales live
(07:59):
sessions I've ever attended.
I can't overstate the value ofhaving Sam come in to train the team.
So thank you for that, Cody.
I appreciate it for all of you.
I mentioned if you heard thatyour review read on an episode, make
sure to reach out because youhave earned a one hour coaching session
with me.
(08:19):
So make sure to make sure tomention that.
So with all of that beingsaid, let's hop into the content
and we can dive in todaybecause this is a big one.
This is an important episodethat we're covering.
So let's start with what isneurodivergence and why cells must
(08:42):
adapt.
That's more important.
What is it?
And why do we need to knowabout it and, and adapt to it?
First of all, when we are,we're not selling to salespeople,
don't sell to neurotypical robots.
We sell to real human beings.
We're not just selling to a script.
You all know when we learn ascript, scripts are written in your
(09:05):
classic classroom scenario.
So when you learn a script,it's built around one frame of mind,
typically maybe a couplescenarios or a couple variations
in the scenario, but it's notusually built around different psychological
mindsets or patterns.
(09:25):
So when we're selling to realhumans today, what that means is
neurodivergence is more commonthan ever.
According to the most recentstudies, 1 in 5, 1 in 5, 20% of the
population is consideredneurodivergent to some degree.
So what that means is in 2023,one in 36 kids are diagnosed with
(09:50):
autism.
One in 10 adults have ADHD,often undiagnosed.
If you've been around at alllately on social media, we're seeing
videos about especially latediagnosed women with ADHD.
Or of course, 1 in 5, 1 in 5people in North America show signs
(10:13):
of dyslexia, so, and odd dhd,basically, autism and ADHD combined
is increasingly recognized in adults.
So this isn't, this is animportant, very powerful, impactful
episode for me because I cantell, I'll tell you all that one.
(10:34):
I'm neurodivergent and myfamily, this is what we call neurospicy.
So when you have everyone inyour family is neurodivergent.
There's the slang term is,hey, we're neurospicy.
So what that means is processinformation differently.
Communication is slightlydifferent, emotions are different,
(10:58):
emotional control is different.
That means your pace, yourtone, your presentation format, your
verbiage, it's all gotta shiftif you want the message to land.
Now, this is a big dealbecause if you don't think one, if
you don't think it'simportant, that's fine, it's your
(11:18):
choice.
But the thing is, if you'relosing one in every fifth sale, 20%
of your client base becauseyou refuse to adapt and adjust to
how someone hears youdifferently, where's the common denominator?
So I want to put that outthere because the problem is for
too long, for way, way, waytoo long.
(11:41):
This is why we talk about thisepisode of unmasking.
For way too long.
People who are neurodivergentor neurospicy have been forced to
mask to adjust to the societalNorms that the other 80% of the population
function under.
And if you don't believe thisis the thing, all you have to do
(12:01):
is look at Elon Musk.
He's a very.
So they don't call itAsperger's anymore, but that's what
he was originally diagnosed with.
He's a very self proclaimedneurodivergent person on the autism
spectrum.
So it doesn't mean whensomebody is neurodivergent or they
fall into ADHD or autismspectrum, any of that.
(12:22):
It doesn't mean they're not successful.
It doesn't mean they're not,you know, that we, I say they, we
can't accomplish things.
It just means we processthings differently.
So another sip of my Capri sunand let's get into this.
So the key insight here, andthis is the reason it's important,
(12:43):
is you cannot force trust withneurodivergent people.
It's very important that weearn safety first trust.
The, the, the reason thatpeople look for trust is they want
to feel safe in their buying decision.
So we're reclassifying trustin sells a bit in here at close it
(13:04):
now because truly what itmeans is a safe buying decision.
So in order to communicate,this is the primary, this is the
main thing we have to earnsafety first.
And neurodivergent buyers havedifferent safety signals, the neurotypical
(13:25):
ones.
So let's talk about howneurodivergence shows up in, in sales
conversations.
So we're going to startgetting into how to recognize it
and then I'll give you someword tracks and things how to adjust
in this episode as we get into this.
(13:46):
So here's kind of a setup for it.
Have you had appointments thatjust felt weird?
The buyer didn't laugh at yournormal jokes that everybody laughs
at.
They didn't respond on cue.
Normally you have this rhythmand when you go through enough appointments,
it seems like, okay, here'sthe laugh line, here's this, here's
(14:06):
your clientele.
They respond accordingly basedon how you lead them and you get
good at this.
But then what happens?
You come across that client.
They didn't laugh, they didn'trespond on cue.
They asked the same questionfive times.
Maybe they flipped fromexcited to shut down in five seconds
flat.
You weren't doing anything wrong.
(14:27):
Sometimes they were justprocessing differently.
Think about your appointments.
Think about the.
In fact, I had a coachingclient recently.
This is one where it seemedlike the client was just completely
flat.
Nothing was happening, nothingwas responding.
And like he wasn't even payingattention and sure enough calls the
(14:49):
very next day and buys one ofthe highest end systems didn't feel
this is Matt.
I'm talking about your guy.
So Matt V. If you're listeningto this episode, your story made
the made the episode becausethis is important.
You know the homeowner doesn'tmean that he wasn't engaged.
Maybe so one of two things hecould have been maybe just he does
(15:12):
other things and just didn'ttruly didn't care.
Or the other possibility ismaybe he fell on the spectrum and
was processing differentlythan we normally expect.
So here's what the here's aresome signs here's are some things
to look for to recognize whohas what.
(15:34):
And you don't necessarily needto know be able to mentally you know,
I don't want you to become adoctor or psychologist or anything
like that.
But you do need to be able torecognize these.
So I'm going to break some ofthe characteristics down sorted into
the different categories.
More importantly just watchfor these things and then we're going
(15:56):
to talk about how to adjustyour communication style to effectively
communicate with people thatshow these characteristics.
So autism spectrum.
Here's something that's reallyyou know we've all been trained to
do eye contact.
If you keep solid eye contactwith someone on the spectrum this
is a big indicator.
(16:17):
If they avoid eye contact orshow they.
Or they have a very flateffect to it.
It's just like they're not there.
They're avoiding eye contact.
There's a whole conversationaround the younger generations especially
being non confrontational.
This is part of it.
It may be they're on thespectrum and avoid eye contact.
(16:40):
Another one is they need stepby step clarity.
They dislike vague answers orgeneralized answers.
They prefer literal languageover sales metaphors.
This is a big one especiallywe work so hard to use analogies
and metaphors and those typesof things.
The problem is if you'reworking with someone is on the neurodivergent
(17:04):
spectrum they prefer literal language.
We're going to talk abouttonality in a minute.
But they want to hear exactlythe details.
Give me it's like the oldschool BR549 TV show.
My dad always talked about it.
I've never seen it.
But just the facts, ma'.
Am.
They want just literallanguage oversells metaphors.
(17:25):
Here's the other one.
They're often slower to respond.
They're very deep processors.
This is where the power of thepause comes in.
This is where just becausethey don't Respond in a time that
normally people would respond.
And if you don't see a veryclear indicator of this, watch some
interviews with Elon Musk.
(17:48):
He doesn't look at theinterviewer in the eye when he asked
a question.
A lot of times I've seen himreach up and pick lint off of his
clothes and just sit there waylonger than most people normally
would.
Then he will articulate hisresponse to the question.
Now, the thing is, everyone,this is how neurodivergent people
(18:09):
respond.
And so we have to understandthat and we have to make sure to
adjust accordingly.
Do not rush this.
Your appointment may takelonger or might not, depending.
But if there's somebody thatare adhd, something else might happen
is they might fixate on thesmall details or rules, for example,
(18:32):
ser ratings.
They might just have thisthing like you can't get somebody
off of one of the things likea ser rating or duck size or something
that seems inconsequential toyou, but they're just so fixated
on it.
This might be a sign thatyou're working with somebody that
falls into the neurodivergent spectrum.
(18:52):
Adhd.
Let's talk about this.
Quick to jump topics.
So easily distracted.
If you've seen the movie up,it's like Squirrel and then off,
on, off to the races inanother piece of the conversation.
Excitement, frustration,emotionally reactive.
All of a sudden it seems likethe mood swings are all over the
map.
(19:13):
They interrupt withoutrealizing it.
This is something that is avery clear indicator.
Do they cut your sentences offto ask a question, change the subject,
continue the conversation?
But they keep cutting you off,usually with a different topic.
But they'll eventually circleback around and get back to the topic
you were originally on.
(19:34):
You are dealing with someonewith adhd.
They might say, I'm ready tobuy and then disappear tomorrow.
Absolutely a thing.
They might say, I'm ready tobuy and disappear 10 minutes from
now.
They need momentum and clarityor they will mentally bounce.
And so that's adhd.
(19:58):
Now let's talk about whathappens when autism and ADHD are
combined.
Because this is a different one.
They crave clarity, but theyget overwhelmed easily.
This one is a paradox.
It's absolutely acontradiction of being combined together.
They absolutely crave clarity,but they get overwhelmed easily.
Here's a good example of meright now.
(20:19):
If you could see my desk.
I functioned the best with thecleanest, most pristine environment.
And at the same time, I hitthis place of overwhelm where I have
the hardest time cleaning my space.
So I would fall probably if Iwas truly tested on the spectrum
(20:40):
for both autism and ADHD combined.
Because I gotta stay on mymeds or I don't get anything done
in a day.
I'm all over the map, so.
And I'll own it.
I'll be happy to say that's,that's me.
So you're a walking paradox.
So it can.
With another sign or characteristic.
(21:00):
It can be intensely focused ondetails and easily distracted at
the same time.
They may mask anxiety withsarcasm, humor or control.
Another one is social signalsare so hard to read or.
And they can appear confidentbut feel confused or vice versa.
(21:21):
They might appear confused or.
But at this you can't read them.
They're super confident, butthey have a hard time articulating
it.
They need both structure and,and empathy to feel safe.
So each of these, we'regiving, you know, the last of these
character.
I'm going to go back and recapthis because the last of these is
(21:43):
what they need to feel safe.
Then dyslexic.
Of course, this is not new.
This is one that we've, we'veknown about for a long time, of course.
But so many more people arebeing recognized as having some form
of dyslexia.
They struggle with denseproposals or charts.
This is why I say keep it simple.
If you can simplify, simplify,simplify, not oversimplify.
(22:06):
Get just enough detail.
But you got to keep it simple.
You can't overwhelm yourproposals with all of these thousands
of different of line items.
They prefer verbal explanationover print.
When they're somebody thatdeals with dyslexia, they may forget
or misread key numbers.
For example, my wife's happyto tell you that she has this.
(22:30):
Her numbers are flipped somany times we're looking.
When we're, say we're doingfamily finance or something, we're
looking at things and she'llask me to make sure that she got
the numbers correct because somany times in her brain they flip.
So if you've ever experienced,if you experience or have experienced
a touch of dyslexia, you knowwhat I'm talking about.
(22:52):
Often highly intuitive, thoughthey feel the answer before they
understand it cognitively.
This is what happens when someone.
It's just like when someone isblind or deaf or, you know, any other,
they've lost one of theirsenses, the other senses heighten.
This is what happens with dyslexia.
(23:12):
People with dyslexia, theybecome very intuitive because their
other senses kick in toovercompensate to compensate for
the lack of being able toalways read accurately.
So recap this with some, somebreakdowns here.
The autism, Autism spectrum,they may fixate on small details
or rules.
(23:32):
So you have to support that tomake them feel safe in their decision.
Adhd, they need momentum andclarity or they're going to mentally
bounce.
They're going to be gone.
You will lose them if youdon't stay up to what's going on.
Autism and ADHD combined, theyneed both structure and empathy to
feel safe.
And then dyslexia, they will into.
(23:56):
They call it intuiting.
They'll be intuitive, feel theanswer before they understand it
cognitively.
So here's some more examplesof what you might see.
I'm really spending some timeon this with you because I want you
to understand what to look forbecause this is a big deal.
So one is maybe they stare offor zone out mid presentation.
(24:19):
It does not mean that they'renot paying attention.
Another is they may get stuckon a single word or point.
Just wait, let them get past it.
Let them process.
They might ask you to back up repeatedly.
I can think of thinkingthrough, you know, my thousands of
appointments over the years.
I can remember lots ofoccasions where the homeowners would
(24:42):
say, hang on, back up.
What was that again?
Hang on, what was that again?
Back up.
And so we're just, okay, noproblem, go back and just go through
it again.
Maybe go through it differently.
Those types of things, theymight fidget or pace.
And I'm going to give you someactual things to look for in the
homes too.
If they fidget, pace.
(25:02):
Sensory overload is the big one.
Another one is they may, theywant more structure than your usual
let's walk through thistogether approach.
This is one of the reasons Ithink I personally have intuitively
trained all of you.
If you've listened over theyears and if you attend one of my
trainings or you do one of mycoachings so many times, this is
(25:25):
why I say to always, always,always have different ways to demonstrate
stuff.
So for example, have just anotebook with you so you can draw
pictures.
You, you can write the words out.
You can demonstrate thingsboth visually, you're talking through
it also.
For example, one of the thingsthat I always recommend is find,
(25:47):
for example, if you're in a.
And it doesn't matter ifyou're heating or cooling every single
model of equipment that youinstall, find one in the field on
the hottest day and thecoldest day, video yourself, selfie,
video style in front of thatpiece of equipment, piece of equipment
when it's, when it's running.
So you can demonstrate topeople the volume level.
(26:11):
That's a big question.
Here's how quiet it is.
Can I show you?
I have a video.
And then the video is really simple.
It's just you selfie style,right in front of it, talking at
a normal volume to demonstratethat they can't hear it right behind
you or they can barely hear itright behind you.
So there's your.
There's your ninja tip for the day.
(26:33):
So other things to look for.
One of the things that you doreally need to pay attention to.
Is there an overabundance ofsquishmallows stuffies in their house
or in the couches?
Is there a huge amount ofpillows and squishmallows?
(26:53):
If so, you may be dealing withat least one or multiple people in
that family who are neurodivergent.
Another key indicator is toys.
And I'm not talking about.
Well, so there's a coupledifferent things here.
Toys, collections of things.
Neurodivergent people love tofixate on a specific thing and collect
(27:15):
it ad nauseam to the pointwhere it's really, really wild.
The number of those thingsthat they have.
Think about the people in yourlife that you know that have, for
example, an entire Wal HotWheels cars in the packaging laid
out in this perfect order.
You might be dealing withsomeone that's neurodivergent.
(27:37):
It does.
This is not an every time thing.
However, these are key indicators.
And the other thing to lookfor is especially if you're dealing
with adults, especially ifthere's no age appropriate children,
but there are toys, not justup on, you know, for example, the
collection of the differentall Star wars characters or something.
(27:59):
If there's an overabundance ofthat, you may be dealing with a neurodivergent
person.
However, if there's toys thatare out that are not in boxes that
are actually, you can tellthey actively get played with that
are.
And there's nobody in thehouse that's age appropriate for
those toys.
And you've asked the questionsis like someone else come over, do
you babysit all the things?
(28:19):
And the answer is no.
You may be dealing with aneurodivergent person.
Another indicator to watch for is.
And it's not just the toys.
Are there fidget items around?
Do you notice the personfidgeting a lot?
They've got some sort of.
There's so many sensory.
The poppets and the differenttype of fidget toys are There those
(28:42):
lying around the person you're.
You're the person or peoplethat you're communicating with, are
they fidgeting?
That's a key indicator thatyou're dealing with someone on the
neurodivergent spectrum.
So all of this is important topay attention to.
Now let's give a couple script examples.
There's definitely easy ways to.
(29:04):
As soon as you recognize thatthis is going on, we start to adjust
our communication.
One example is so let me walkyou through the big picture.
Then we can dig into thedetails you care most about.
One of the ways that I'vealways said it when I'm in home is
so what I'll do is I'll takeus through a 10,000 foot view of
everything and anything thatyou want to dive into a lot deeper,
(29:28):
feel free to stop me.
And we'll go as deep as youwant to go.
Otherwise we'll stay at asurface level so we don't get too
in the weeds on the technical stuff.
So that's one way to start toset the container and set the expectations
for the conversation.
This is a great one,especially if you start sensing any
(29:50):
of this is going on.
And this is a great tool forany situation.
How about you let me know ifI'm going too fast or too slow.
I want this to make perfectsense to you.
Let me know if I'm going toofast or too slow.
I want this to make perfectsense to you.
It's a great word track for you.
This is great to set theexpectations for any everyone.
(30:12):
So people feel like they havepermission to stop you, to ask questions,
to speed you up, slow you downand do you do not take it personally
if they ask for a differentstyle of communication from you.
It's not you, it's not yourprocess that's messed up.
They hear it differently thanthe way you're delivering it and
(30:33):
that's okay.
Now what happens when you missthese signals?
And this is also something youneed to pay attention for, especially
at first when you're gettingused to this.
Because what happens is if youmiss the signals and you start going
down the road that they arenot tracking with this, probably
(30:53):
what's going to happen atfirst, especially as you're getting
used to looking for thesetypes of things.
So if you start to miss thosesignals, they rarely say, hey, I'm
neurodivergent.
Can you explain that againwith less pressure?
Instead what happens is theygo quiet, they start to stall, they
say we need to think about itand you walk away thinking they were
(31:16):
just maybe they were flaky.
Here's what happens whenneurodivergent clues are missed.
Trust starts to shut down like crazy.
Decision making becomes stressful.
It's already hard enough forsomeone that functions under a neurodivergent
type of capacity to focus andmake a decision without feeling pressure.
(31:40):
And the second you addpressure into the mix, into the situation,
decision making, boom.
It's so stressful, it's offthe table.
Buyers will self soothe withdeferral or avoidance.
They start to just avoid.
You get ghosted, stalled,canceled on.
(32:01):
This is what happens if you'vemissed these cues.
So here's the reframe for it.
If you miss the processingstyle, you never get to the decision
point.
You've got to pay attention tothe cognitive processing style.
Your job is to removecognitive friction.
This means slowing down,adjusting your delivery, checking
(32:24):
in in ways that don't feel invasive.
This is huge with this client.
When you get good at this,this is why this makes you an elite
communicator.
So neuro aware.
Selling isn't just about being nice.
That's a whole different thing.
It's about influence.
(32:46):
Top closers learn to reademotional and cognitive energy and
shift their delivery to meetthe buyer's internal needs.
Now, yes, I've six years andalmost 250 episodes.
We've talked about how to workwith a neurotypical buyer.
(33:07):
This is for 20% of the buyersout there.
We have to learn and masterthis or you'll never close those
20% that you should be closingone in five.
You're going to close some of them.
But I can guarantee you rightnow, so many of them are giving you
think about it and not comingback because there was any level
of what we just talked about.
(33:28):
So what we have to do is learnto communicate with neurodivergent
buyers.
It gives you more confidencein weird feeling calls, those ones
that feel.
You get a lot more confidencebecause you start to recognize awareness
is step one, fewer buyersfalling off after the appointment.
You're gonna be able tocommunicate to them.
(33:50):
Another thing that will happenis you're gonna get the reputation
as the salesperson or theproject manager, the comfort, advice,
whatever.
You are the technician thatreally understood us.
When you start getting thoseletters, if you're doing do like
Christian Moore does and getChristian Moore and Lucas Gambo.
(34:13):
They get letters at almostevery single at the day of the sale
they'll get a letter sometimesback, sometimes at the install, but
they get out of every two outof three, they're getting a handwritten
letter, full page about howthey helped that client.
And I hope a lot of you acrossthe country go back and listen to
the Christian Moore's episodeand he walks through exactly the
(34:35):
script and verbiage for how toget a handwritten referral and thank
you and testimony letter fromyour clients.
But what starts to show upover and over and over in those letters
and testimonies and reviews iswe felt understood, we felt heard,
we felt seen.
They made it so easy.
They understood us.
(34:56):
What you're going to get is adeeper connection with buyers, neurodivergent
or not.
The more that this is going tounderstanding these types of communication
skills and practicingrecognizing them and then adjusting
to communicate at the level wemeet people, where they're at.
So when we work to becomesomeone worth buying from, this is
(35:18):
part of it.
It's mastering your owncommunication skills and so you can
meet them where they are at.
This is not just a surfacelevel matching.
If they talk fast, we talk fast.
If they talk slow, we talk slow.
And adjusting like that, thisis way, way, way deeper than that.
It's gonna help you in everysingle one of your.
With every single one of your clients.
(35:40):
So what I want you to rememberhere is you're not just selling systems.
You're not just sellingwhatever it is, your solutions, your
garage doors, your plumbing,your electrical, you know, solar,
whatever.
You're not just sellingheating and air systems.
What we're doing is we'recreating emotional safety for every
(36:01):
buyer in every house.
Neurodivergence is not rare.
It's the silent buyer dynamicthat nobody is talking about until
now.
We are planning this flag.
So when you see your buyerclearly, they feel feel it.
And when they feel seen whathappens, they say yes.
(36:22):
Now, when they feel seen, theyfeel safe.
And when they feel safe, theysay yes to you.
The yes will show up.
You get the opportunity toinvite, and the yes will appear.
You can be the calm in their chaos.
This is absolutely what I'vebeen saying this for a little bit,
but 100% applies here.
So let's recap super quickbecause we covered a lot in this
(36:45):
episode.
Neurodivergence affects howpeople buy.
And it's everywhere.
Adhd, autism, dyslexia, adhd,they all show up uniquely and differently.
However, when you start torecognize it, you can adjust.
You can adjust how you deliver.
(37:07):
It's not just what you say,it's how we say things.
Emotional friction is whatkills deals, not objections.
And the best reps create calm,clarity and confidence on purpose.
And this is what the essenceof this is about.
So if this episode has openedyour eyes, hit subscribe, share it
(37:29):
with a teammate, Share withsomebody who can benefit from this.
Because what we do here atClose it now, we're not just learning
scripts, we're learning howpeople work and when we understand
how they work, of course we'regoing to sell better, we're going
to serve better, we're goingto serve at the highest level.
So if you're ready to level upyour skills with coaching, you can
(37:52):
go to my website, go tocloseitnow.net you can fill out the
form on there and we will havea conversation.
You and I will set up a videocall and we can talk about if one
on one coaching virtually isthe right fit for you.
We can talk about if coming toyour location and doing an on site
(38:12):
training for your company isthe right fit for your organization.
If we can talk about if youare ready to scale, we can talk about
trade scale which is adivision of the company where we
get the team involved and it'sa longer term, we take it to the
moon.
It's like we see hundreds ofpercent of growth, you know, 200,
(38:33):
300, 400% of growth in 12months, 18 months, 24 months and
beyond.
So wherever level that you'reat, we have a program for you to
meet you where you are witheither individual or with your organization.
So let's talk about the bookof the week.
This is a recommendation.
I haven't read it yet but Idid some research and I definitely
(38:56):
plan to.
There's a book that's calledunmasking autism by Dr. Devin Price.
Definitely essential readingfor anyone selling to real humans.
And a show recommendation ifyou want the nutshell version and
to be able to recognize thesesigns and characteristics very clearly,
I recommend go watch a fewepisodes and you'll probably get
(39:16):
hooked and binge all theseasons like we did.
But go watch a few episodes ofLove on the Spectrum and that will
get that you'll see veryclearly instantly those characteristics
and how to recognize them.
So you can email mesamloseitnow.net you can like I said
go to closeitnow.net and fillout a form.
(39:37):
You can pop me a message onInstagram herealcloseitnow and go
join the Facebook group.
We are constantly doing somecool stuff in there and make sure
to check out what the month,the book of the month.
We do a monthly book clubwhere we get together and talk about
the book and it's just awesome.
We've done some really cool books.
We did Greenlights by Matthew McConaughey.
(39:58):
We did be Helpful by Arnold Schwarzenegger.
We did the Gap in the Gain,which was an awesome book.
We just finished up this lastmonth, Go for no, the Sequel, which
was really incredible.
In fact, in the book clubmeetings, the thing that sets us
apart is the authors sat in onthe book club discussion.
(40:20):
This coming book, if you catchthis in time, is going to be Leadership
in H Vac by Chris Morin and heis going to sit in on the book club
session as well.
He's the author of that book.
So thanks for hanging out today.
I appreciate every single oneof you.
Go leave me a five star reviewon Google and on Apple podcasts.
(40:41):
Until next time everybody gobe someone worth buying from.
You've been listening to theClose it now podcast.
Our passion is to diveheadfirst first into the transformative
movement that's reshaping thevery foundation of H Vac and home
improvement and at the sametime covering fitness, nutrition,
(41:01):
relationships and personalgrowth, proving that we can indeed
have it all.
We hope you've enjoyed the show.
If you did, make sure to like,rate and review.
We'll be back soon, but in themeantime, find the website@closeitnow.net
find us on Instagram at thereal Close it now and on Facebook
(41:23):
at Close It Now.
See you next time.
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