Sales psychology, on the record.

Sales consulting built on how your customers actually buy.

We start from your own numbers, find where sales slip, and change the words, offers and timing to match.

Start my study See the three studies

$1,000, fixed, at every door. No sales call needed to start.

  • Worth the money? We review every request ourselves and email you a written scope before you pay anything. Every finding points to your own records, and the fee counts toward any fix you buy within 30 days.
  • Not sure it’s costing you anything? The study counts first. If the count is fine, the report says so.
  • Would a cheaper fix do? We don’t push any tool. If the cheap fix is enough, we tell you.
  • Worried about getting locked in? No long-term contract. Monthly work stops in any month.

Exhibit A

Inbound callRep 00:33
  1. 0500:19RepIt depends. Pricing is case by case.
  2. 0600:24CallerOkay. Can you send me something?
  3. 0700:27RepSure, I’ll email you some info.
  4. 0800:31CallerThanks. I’ll take a look.

Where it slipped, line 07. No appointment asked. No next step set.

  • Answered fastPass
  • Asked for the appointmentMiss
  • Handled the price questionMiss
  • Set a next stepMiss
Illustration: a composite call written for this page, not a client recording.

Three ways in

Start from the number you already watch.

Each one starts with a $1,000 fixed-fee study on your own records, and ends with the top fixes written out and one priced next step.

Want the deeper version, at any door? The Buyer Study adds interviews with your recent buyers and with the ones who chose someone else: $1,500 to $5,000 by scope. And at every door, Pricing and Offer Design fixes how you package and show your prices.

Exhibit A, line by line

It sounds like a good call. Read it again.

The rep is polite and the caller is ready to buy. Scroll through it the way we review it: every line, the time it happened, and a note wherever the sale slipped.

  1. 0100:00RepThanks for calling, this is Dana.
  2. 0200:03CallerHi. I filled out the form on your site yesterday. Nobody called me back. Speed to lead The form waited a day for a reply. The sale started slipping before anyone said hello.
  3. 0300:09RepSorry about that. What can I help with?
  4. 0400:12CallerLeads come in, but nothing closes. What does it cost?
  5. 0500:19RepIt depends. Pricing is case by case. The price question “It depends” tells a ready buyer nothing. Give a range, tie it to what they get, then ask a question.
  6. 0600:24CallerOkay. Can you send me something?
  7. 0700:27RepSure, I’ll email you some info. Where it slipped An email instead of an appointment. The caller was ready for a next step, and nobody asked for one.
  8. 0800:31CallerThanks. I’ll take a look.
  9. 0900:33 [Call ends]

Say this instead, at line 07

Rep “I can walk you through the numbers on a short call. Does Thursday at 10 work?”

  • Answered fastPass
  • Asked for the appointmentMiss
  • Handled the price questionMiss
  • Set a next stepMiss

Illustration: a composite call written for this page, not a client recording. In a real Secret Shopper Sales Audit, every test is set up with the owner, on the owner’s own lines, with written authorization, and calls are recorded only where those lines already play a recording notice. The four checks are the ones the audit and call coaching score on every call.

The method

Every sale has four forces behind it. We find yours.

Sales psychology here means one thing: understanding how your buyers decide. It never means pressure. We read the record of real buying (your sales, your calls, your reviews, your customers’ own words) and map the path from what set them off to the yes, and why the ones who left, left.

  1. 1

    The push

    What made them start looking?

    In the record: the first thing a caller says, the opening line of a review, the week the visits jumped.

  2. 2

    The pull

    What drew them to one choice, and how did they make the shortlist?

    In the record: the questions buyers ask first, what your reviews praise, what your competitors’ reviews praise.

  3. 3

    The worry

    What almost stopped them: the price, trust or the timing?

    In the record: the price moment on a call, the checkout step where carts stall, the questions in your inbox.

  4. 4

    The habit

    What kept them where they were, or sent them somewhere else?

    In the record: the leads who went quiet, the shoppers who wait for the sale, the subscribers who only buy with a code.

Patterns come from your own customers and records, never from assumptions about any group. And the fixes stay honest: clear prices, plain answers and a next step the buyer agrees to. No pressure tactics, no fake deadlines.

Myth Check

We check the research before we teach it.

A lot of sales advice rests on studies few people went back and read. Myth Check is a series in our library. Each piece takes a famous sales claim back to its source and says plainly whether it holds up, and just as plainly what does.

  1. The retention line that sales decks love. The versions in circulation don’t agree with each other.
  2. An anchoring classic. It shrank when other researchers ran it again.
  3. The speed-to-lead multiplier. It comes from a 2007 study of six companies, and it measured odds. Read Myth Check #1.
  4. What holds up. Each piece also names the effects that survived the check, with sources you can open yourself.

Prices, in plain terms

Every price is on the page.

Start with one fixed-fee study. Fix what it finds. Keep it fixed if you want help doing that.

  1. 01

    Diagnose

    $1,000, fixed, at every door.

    The Secret Shopper Sales Audit, the Shopper Study or the Conversion Review. Our target is about 30 days from kickoff (about 45 for the Shopper Study, which includes a follow-up check). For the deeper version at any door, the Buyer Study runs $1,500 to $5,000 by scope.

  2. 02

    Fix

    Quoted after the study.

    Pricing and offer design, scripts and next-step rules, pay plans and training, built from what your study found. The study fee counts toward any fix you buy within 30 days.

  3. 03

    Run

    Monthly, with no term.

    Call coaching from $1,000 a month. Fractional sales leadership, $3,000 to $5,000 a month. Other monthly work is quoted after the study.

Start my studySee every service

Who it’s for

Owner-led businesses that pay for leads, or count on walk-ins or online orders.

Who it’s for

  • Service businesses that pay for leads and have someone answering calls, forms and chat.
  • Stores that want to sell more to the shoppers already coming in.
  • Online stores with 100 or more orders a month. Smaller stores can start with the free funnel calculator.
  • Owners who want answers tied to their own records, not tips.

Who it’s not for

  • Anyone who wants cold-call lists or bought email lists.
  • Anyone who wants staff recorded without notice.
  • Anyone looking for pressure tactics or countdown offers.

Fair questions

Three more things owners ask.

Next step

Start with the count. Then decide.

Tell us where you sell. We review every request ourselves and email you a written scope for your study. $1,000, fixed. No long-term contract. No sales call needed.

Start my study

Not ready? Count it yourself first: your missed calls, your last promotion or your funnel.