Straight Persuasion Method in Sale

Straight Persuasion Method in Sale

Persuasion is one of the most fundamental skills one needs to master throughout their lives in order to achieve success. Many think that is only applicable to sales, but it doesn’t matter what you do, regardless whether it is business or personal life.

Persuading is helping people to overcome the internal obstacles that prevent them from taking action. The art of persuading is to master tonality, rapport and control of the sale. It is a method of communication that aims to influence the attitudes, beliefs, or behaviours of others. In the context of sales, persuasion typically takes place when a sales rep is trying to convince a prospect that their product or service is the best solution for their problem.

Everyone is susceptible to being persuaded; persuasion is a process whose objective is to change a person’s attitude and behaviour towards an idea, event, person or an object. An understanding of various effective persuasion techniques will not only help sales people to make sales and meet their targets but it will also allow them to have an edge over competitors in the market.

Wayne Lim

To break down the art of straight persuasion method sales was Wayne Lim, the top sales person in IQI Eliteone. Wayne was one of the very first members to join IQI in its journey to achieve its mission of mission of bringing change and influence real estate through educating and empowering. Despite only working part time, Wayne left a lasting impression by being one of the most determined employees.

Dubbed as the ‘wolf’ of IQI, Wayne led the pack in internet marketing strategies, introducing Facebook marketing as an alternative instead of the traditional SMS blasting. Wayne’s focus to go the extra mile in his initiative secured the company many deals thereof.

This marked the beginning of his journey in real estate and allowed him to climb his way to the top in sales for few consecutive years, closing almost RM30 million in sales as a milestone in his personal track record – the top in IQI.

Straight Line Persuasion Method

Wayne shared his knowledge on this straight line persuasion method, describing it as a versatile sales method which can be applied to the sales of a RM1 pen to a RM1 million deal.

This method originated from Jordan Belfort’s Straight Line Persuasion System, which can literally be applied to everyday life. Probably most people have seen or at least heard about The Wolf of Wall Street movie with Leonardo DiCaprio, and many of you know that this movie is based on the true story about US brokerage firm Stratton Oakmont and its founder, Jordan Belfort.

As one may know from the movie, Jordan was arrested for the violation of securities laws and spent 2 years in prison. In prison, Jordan wrote a book Wolf of Wall Street which shortly was followed by a movie that became a great success.

Jordan Belfort also became a motivational speaker and sales trainer and what he is teaching is a so-called Straight Line Persuasion System, a system that he was teaching his guys at the brokerage firm and that turned all every one of them into millionaires.

Jordan Belfort admits that the Straight Line Persuasion System is so powerful that it can be easily used to manipulate people and trick them into decisions that are not in their best interest.

“With great power come great responsibility”, and Jordan Belfort urges everyone to use the power of the Straight Line Persuasion System ethically and with high standards.

To begin, Wayne broke down Jordan’s take on supply and demand by creating urgency in a sale. Supply and demand of real estate is most prominent in Kuala Lumpur and Selangor, in Malaysia, due to greater job opportunities, more established multinational companies (MNC) and universities/colleges, as well as better infrastructure.

In the straight line persuasion method, Wayne presented the five steps introduced by Jordan Belfort in his system of persuasion.

Should Not Sell Too Early

Firstly, Wayne clarified that marketers should not sell too early. He believes that people in general do not like to be sold things, but rather enjoy making the purchase itself. A salesperson would most likely focus on telling their customers how good the product is, rather than focusing on attracting the customer’s desire to purchase the product.

To ensure that one does not try to sell too early, marketers should also work to establish a common ground with their clients. Many people buy products from the people they like, therefore a salesperson should establish rapport with potential customers.

FInd Out Your Client Needs

Wayne stressed that it is imperative to find out exactly what the client desires before trying to sell them anything. He often uses the ‘WIIFM’ approach, which is the acronym for “What Is In For Me?”.

WIIFM focuses on what the client can gain from a purchase of a certain product. In real estate, properties can have many selling points, however all these selling points may not be what the client wants or needs. Therefore, it is important to identify and fact find the client’s desires.

Sales reps must establish an instant, massive rapport. People want to deal with people they like and establishing strong rapport is pivotal in this process.

In the formula for establishing rapport, the art of tonality is crucial. While actual words and body language are important, tonality is what seals the deal. Same words said with different tonalities can mean different things and that is the tonality that we feel at the subconscious level. Belfort says that tonality develops rapport at an unconscious level.

By mastering tonality is where the Straight Line Persuasions start hitting its stride. One can learn the main tonal patterns such as scarcity, “reasonable man” tone, absolute certainty, presupposing tone and many others.

It is safe to assume that tonality is one of the most underestimated elements in the skill of persuasion.

Start with a Good Question

Next, marketers must be able to start with a good question. One should establish areas of commonality and if you do not know what you have in common, then you should ask questions about their criteria and be genuinely attentive to the prospective client.

Wayne detailed that the most important objective here is to find out why the client is purchasing the property, be it for investment or own stay. These details will allow sales reps to fully understand the client’s purchasing criteria.

Find the Right Market

Next, under this straight line persuasion technique, a salesperson must find the right target market to sell. Wayne advised that trying to sell something to everyone is highly ineffective and the biggest mistake a marketer could do. There is no one product which can be targeted to everybody; there must always be a specific target market.

Start to Sell

All these previous steps are just a warm up before finishing off by actually starting to sell once you have gathered enough intelligence and know exactly what they want or need.

These are the three tenets of Jordan Belfort’s Straight Line Persuasion; developing rapport, gathering intelligence, and controlling the interaction. Controlling the interaction means that, without breaking rapport or pushing, you gently nudge the prospect back towards the straight line towards the sale. After all, the act of persuading is to empower people.

Based on all the intel you have collected through the previous steps, sales reps can now propose the best property suited to the client. You may go ahead and highlight the major benefits of property to the client.

One should try to show how it is a good idea to buy the property by aligning it’s perks with their personal goals and criteria and showing them how it is beneficial to purchase said property.

CCISC Skillset

Wayne guided through the ‘CCISC’ skillset. Firstly, marketers must have the closing mind set. In order to achieve success, we need to have the right motivation. People like to deal with successful people. If we are trying to persuade someone to deal with us, they need to feel that they are dealing with an expert in their field. You must look good and radiate confidence.

Additionally, enthusiasm is contagious and if we are really excited about something, if every cell of our body believes in what we are doing, the other person will get this feeling too. One must also exude an aura of confidence and be a figure of authority.

Moving on to the second ‘C’, creating relationships. As mentioned previously, building rapport is imperative in the process and one can apply the tips stated in the theory of the persuasion method.

Next is ‘I’, identifying their needs. Also stated in the theory, knowing the client’s purchasing criteria is a dealmaker. If we are selling a product, service or just trying to get someone on our side, we need to qualify them through intelligence gathering.

“Does the prospect really need this particular property? Does the person have money to buy from us?” are questions that marketers need answers to before doing a sale.

And it is important to remember that we should not be using the power of Straight Line Persuasion System to manipulate someone into the purchase of property that he or she does not really need or cannot afford.

In the fourth step, ‘S’ for solution, here is where the real selling begins by offering clients a solution to their wants and needs.

Finally, the ‘C’ for confirming and closing a deal. During the closing process, the three most vital tonalities are certainty, calmness, and reasonableness.

 After all these, if a client reject you, you should not give up and practice the three loop closing technique whereby you attempt to persuade the client thereafter in three separate occasions, each time proposing a better and more suitable deal for them.

Ideally, the Straight Line Persuasion method in sales dips into the self-help literature with mind sets, beliefs, and internal locus of control.

Moving on a straight line is the most efficient way of selling. The slower you go, the more room for mistakes and second thoughts you have. That’s true for most things in life, and certainly is true for sales.

The beauty of the Straight Line Persuasion System is that is actually a methodology, a step by step guide that you can use in any aspect of your life. It is not an abstract collection of techniques but a goal-oriented system that helps you to get from A to B in the shortest distance.



所有的成功人士都会在一件事情上做得很好,那就是销售。销售是一门艺术,也是个很“奇妙”的行业,在这过程中你会遇到各种意想不到和充满着挑战刺激的事情。销售是一份非常锻炼自己和提升能力的工作,需要不断学习和尝试才能在销售行业里达到好成绩。“中国富爸爸”周文强说过,“销售是通向财富最快的道路,前提是有好的销售方法”。所以今天荣幸邀请来自IQI Eliteone的销售精英Edwind Liaw和他的黄金搭档Ryan Ong来到Eliteone Academy分享会为所有房地产销售人员揭晓他们的销售方式和顾客跟他们下单的关键。

Edwind & Ryan

Edwin和Ryan都是毕业于工程师科系,毕业后也开始了他们的朝九晚五的工作,但是后来对于巴生谷不熟悉的他们,下定决心辞职来到这里开启他们的房地产销售旅程。在加入IQI Eliteone后,他们在销售业绩排行榜上一直都是名列前茅,而且他们在最短的时间内创造出属于他们的销售模式从而成为了IQI Eliteone团队里的销售精英。在这次的分享会当中,Edwin和Ryan会向大家分享他们的项目呈现的5个贴士。


Edwin和Ryan分享了他们的项目呈现的第一个贴士就是,问顾客会说“是”的问题。当今市场,竞争异常激烈,要想使自己的产品在竞争中脱颖而出,就必须让自己的产品富有特色。对于销售人员来说,在与顾客沟通的过程中,必须要把自己所销售产品的特色介绍清楚。问顾客一些他们会说“是”的问题可以间接的带入你的主题以外还能让顾客对于这个项目拥有更深路的了解。例如:你是否知道Desa ParkCity? 你有没有去过KLCC ?借用顾客熟悉的地点或周围环境描述你正在推销他的项目。当你对顾客发问前,必须要确保顾客是清楚知道这些地点,要不然也是徒劳无功。














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Snowball effect using property investment

Many are familiar with the ‘snowball momentum’. In theory, it starts as a small snowball, and as you roll it down the snowy field, it increases in both size and speed, creating a ball of snow of massive proportions and rolling at a great speed.

The same can be applied to property investment. The concept of buying, holding, and accumulating the cash flow will be the key to increasing your money in both, size and speed.

When it comes to investing in real estate, many people feel disillusioned. It’s easy to feel like you’ve got to be wealthy, or at least have a mountain of cash just sitting around waiting to be used before you can dive in.

But the truth is you don’t need an endless supply of cash in order to get your start in real estate, and you don’t need to rush out and buy an apartment complex as your first property. In fact, most everyday investors start out smaller and work their way up gradually.

Such is the snowball effect, a concept which can be applied to real estate investing as well. At the beginning, you don’t just rush out and buy 20 properties, or even two –you start with one.  You then gradually build momentum, collecting the revenue from that one, and using it to finance your second purchase, and so on. As your investments take off, you’ll be able to grow your wealth more quickly.

As an added benefit, this approach also allows you to get started on a smaller level –and learn the ropes, getting familiar with the process, before you own more properties, and there’s a lot more at stake.

With this in mind, let’s break this process down a bit more now, and see how you can start out small and build momentum as you go along.


To lay down the foundation and break the code on the snowball effect in property investment, IQI had a session with Dave Chong as the speaker to share his two cents on the topic.

Driven to achieve, Dave is now decorated with achievements as the IQI Group Vice President as well as the founder of IQI Eliteone Group, despite only starting out as only a part time real estate negotiator.

Dave has gone on to establish a successful career for himself over a short span of eight years. In 2014, Dave went on to becoming one of the Top 10 Achievers in IQI and was promoted to team leader and team manager thereof. To date, Dave has closed over RM1 billion in sales for IQI, laminating his outstanding feat.

Buy 1 Free 1 Strategy

On the subject, Dave opened up by reiterating the ‘buy 1 free 1’ strategy which is already well-known by IQI members. It was previously introduced by speaker Adrian Seow in a former session.

The ‘buy 1 free 1’ strategy can also be seen as a ‘snowball effect’ strategy. For instance, property owners are usually faced with a common dilemma when their property value appreciates, which is the decision to either sell or keep the property.


However, a good investor would take this opportunity to double up his wealth. You would buy two properties, one for selling and the other for keeping. The cash that you earn from selling the property would be enough to cover the loan for the second property.

Effectively, if your property value were to appreciate by 100%, you would be technically getting one property for free by clearing up the loan or keeping the cash to offset the loan. This method would be most ideal for investors who have identified profitable projects, and are able to purchase two or three units from there at the same time.

Combine Trading Business and Property Investment

To familiarise with the snowball effect, investors must first understand how to combine trading business and property investment together. He must also understand the basics of trading business, which the act of buying something at a cheap price and selling it at a higher value.

Dave shares some important terms in trading, namely capital, profit margin, credit term and cash flow. 

He explained the crucial understanding of these terms in ensuring a high return of investment (ROI). Imagine if you have a trading business which can generate 10% profit per trade and you can trade up to 5 times in a year. You will be able to get a 61% ROI of a RM500,000 capital and ending the third year of your business trading with RM 2 million. From there, you can take the money to invest in property and then put the property as a collateral to the bank to get a tradeline facility to increase your business working capital, effectively beginning your snowball momentum of generation by leveraging on the extra cashflow from the property itself. 

The key to this strategy in real estate and business investing is to use the cash flow you make from your previous trading to create continuous income. As you accumulate more working capital, the cash flow would constantly keep increasing, making the time to save up for another property shorter and shorter, hence the snowball effect.

Another way you can use the snowball method is to use the cash flow to pay off one property at a time. That way, you pay off your loans pretty quickly. The key is to focus on paying off one property at a time if you already have more than one property.

If you buy properties that are under market value, this technique will work even better. And then, once a loan is completely paid off, you’ll be making more cash flow because you have one less loans to worry about. Once you’ve accumulated multiple properties, combined with cashflow from your business, you’ll be able to pay off one loan a year, then two, and so on. This technique can also help you pay off your loans before the interest rates go up.

Property Capital Appreciation and Rental

On top of the cashflow generated from the business, Dave also touched on the imperative aspect of property capital appreciation and rental. Over the years, both the capital and rental will increase, thus giving more net assets to your company. Eventually, we have the option to keep the property for rental cashflow or sell it to capitalise on the profit.

The bottom line, the snowball method has proven to be the key to success for many

real estate investors. It allows you to obtain more real estate investment properties. Continue to assess your assets and know that the snowball effect will always work for your advantage in real estate investing.

Once you have started to build momentum and have your snowball rolling, it is time to start gaining speed. You’ll know what to look for in a property, what things to avoid, and how to go about managing it for the best returns possible.

In the end, you’ll be able to benefit from both cash flow, as well as asset appreciation on your properties, giving you the best outcome in years to come.



现在很多销售人员在打电话给客户的时候,显得很盲目,顾客接了电话,见了面不知道该说什么,该怎么说,只是很简单的介绍下自己,然后就极力向客户推销产品,客户拒绝后,便灰溜溜的走了,灰心丧气,打电话给下家就没有激情。今天这样,明日还是如此,日复一日,没有多大成绩,便想着改行,结果在其他行业做的也是不尽人意。最后还弄不明白,为什么现在的社会客户这么难开发?客户关系这么难维护?其实不然,不是没有市场,也不是没有客户,关键是在于做销售的人,你是否是合格的销售员?有许多东西你是否注意了?有许多方面你是否做到了?所以IQI Eliteone的其中一位top sales将为大家揭晓要怎么做个合格的房地产顾问并且让顾客选择你。

Cy Yong

Cy Yong在大学期间已经是一位受身边亲朋好友瞩目的成功人士,他在大学时候也有非常乐观的收入,而且每年还会去至少15个国家旅行。他曾经也当过推销员,健身教练,摄影师,导游等等。后来也创办了自己的营养产品,但是2020年MCO 1.0开始,由于他的生意都无法营运,所以他决定放手一搏加入IQI Eliteone团队并且开始他的房地产销售之旅。虽然他对于房地产销售一窍不通,但是他成功利用了他之前身为推销员的销售经验,在房地产行业里成功分了一杯羹,并且在短短半年内赚取高达6位数的收入。在这一篇文章,Cy Yong将会告诉大家成为位成功的房地产顾问的关键,并且利用信任,知识,耐心,经验与跟进顾客的5大方法来让顾客选择向你购买房地产。













接下来,CY Yong也分享到了经验也是顾客选择你的关键。所以在这里CY向各位刚步入房地产行业的新人们一个最有效快速提升经验的方法,那就是学习态度。学习态度最重要,良好的态度决定了你有良好的行为表现,服从领导安排,并从中获得经验。你也可以多向前辈学习,多听,多看,这样你就能快速提升你在行业里的经验,并且快速成为个专业的房地产顾问

接下来,CY Yong也分享到了经验也是顾客选择你的关键。所以在这里CY向各位刚步入房地产行业的新人们一个最有效快速提升经验的方法,那就是学习态度。学习态度最重要,良好的态度决定了你有良好的行为表现,服从领导安排,并从中获得经验。你也可以多向前辈学习,多听,多看,这样你就能快速提升你在行业里的经验,并且快速成为个专业的房地产顾问


除此之外,无论在房地产行业或是各大销售行业里,跟进顾客(follow up)是必须的,要不然你之前所做的一切就白费了。CY Yong分享到,他发现大部分的房地产顾问都一直不断去追业绩,但是他们却忘了跟进那些已向他们下定的顾客,导致到这些顾客与他们取消订单然后向其他人购买。销售卖的是服务,如果你没去向顾客跟进他们的贷款状况与等等,顾客们就会认为你是个不负责任的销售人员,毕竟谁会向不负责任与服务差的销售人员购买产品呢?所以CY 也在此劝告大家多跟进你的顾客,这样你在销售路上才会取得成功。




今年无疑是艰难的一年,很多行业都能嗅到了萧条的味道,看着所有的社交平台都是关于“举白旗”,破产,生意出顶和等等,人多少都会受环境的影响,并且开始抱怨和放弃。但是我们真没必要因为危机而丧气。所谓危机,除了「危」,更重要的是「机」。只要你抓住了这个「机」,就抓住了逆势翻盘的筹码。就像我们今天的主角,Eliteone的黄金搭档Alvin和James,他们在今年5月开始加入IQI Eliteone并且成功抓住了机会把危机转变成转机。在Alvin和James加入Eliteone团队的这段时间,他们每个星期都在持续开单,对于新人而言,这是件非常不可思议且值得学习的表现。所以在这篇文章里,Alvin和James将会与我们分享他们的爆单关键,也让大家也能向他们一样每个星期都在不间断的开单。

Alvin & James

Alvin Mah

James Chan

Alvin在踏入房地产行业之前,其实是对于房地产销售一窍不通,更令人无法相信的是,他才刚从澳大利亚回马不久。他从步入社会开始之前就一直身在澳大利亚并且也在那里创办了自己的建筑公司,也有非常乐观的收入。但是后来他选择放弃那里的事业,并决定回来马来西亚陪伴他的家人。由于习惯了之前的高收入,Alvin决定踏入房地产行业闯一闯。几个月过去了Alvin也终于在房地产取得成功并且成为了IQI Eliteone团队里其中一名top closer。

说到Alvin就一定要说到他的最佳拍档,James。James也是5月才刚加入IQI Eliteone团队,并且一直都在和Alvin合作,James负责做邀约(calling),约到的顾客都会让Alvin去做项目介绍 (presentation and closing),他们的高效率配合,也正是他们取得成功的关键。James对销售并不陌生,他踏入房地产行业之前是名保险经纪。但是MCO 1.0的时候他面临着他保险职业生涯里最大的瓶颈,那就是大部分的顾客宁可购买他们看得见的东西,也不愿付费在他们看不见的东西,所以这时候他也决定加入房地产行业,并且把这个危机变成转机。

自律 & 心态












当你在电话里成功约到了顾客,那接下来就到了更重要的环节,那就是项目介绍和签单(presentation and closing)。James都会把每一位他成功预约到的顾客交给他的黄金搭档Alvin来做closing,所以接下来Alvin也为我们揭晓了他成为签单高手(top closer)的3大策略,转变语气能力,让顾客感到舒服和清晰的资料。转变语气能力就是对不同的顾客都使用不同的语气和说话声音,你可以根据对方的说话方式、语气,对方的情绪、心理波动,从而调整自身的说话方式,调动对方的购买兴趣。接下来就是让顾客感到舒服,在zoom appointment的时候就必须


对于大部分的企业而言,在疫情这严峻的考验面前,不应该怨天尤人,并且保持这 “山不转路转,路不转我转”的理念。MCO实施以来,大部分的行业都在面临着无法开门做生意的问题,但是在这大环境之下,已经有不少企业家已经在险境中找到了适合自己的方法且在行业中有所突破。所谓危机就是转机,要想在危机里生存下来,必须快速找到适合自己的方法并且开始执行,企业在这期间的生存之道,掌握在自己的手上!加油!

当你在电话里成功约到了顾客,那接下来就到了更重要的环节,那就是项目介绍和签单(presentation and closing)。James都会把每一位他成功预约到的顾客交给他的黄金搭档Alvin来做closing,所以接下来Alvin也为我们揭晓了他成为签单高手(top closer)的3大策略,转变语气能力,让顾客感到舒服和清晰的资料。转变语气能力就是对不同的顾客都使用不同的语气和说话声音,你可以根据对方的说话方式、语气,对方的情绪、心理波动,从而调整自身的说话方式,调动对方的购买兴趣。接下来就是让顾客感到舒服,在zoom appointment的时候就必须


对于大部分的企业而言,在疫情这严峻的考验面前,不应该怨天尤人,并且保持这 “山不转路转,路不转我转”的理念。MCO实施以来,大部分的行业都在面临着无法开门做生意的问题,但是在这大环境之下,已经有不少企业家已经在险境中找到了适合自己的方法且在行业中有所突破。所谓危机就是转机,要想在危机里生存下来,必须快速找到适合自己的方法并且开始执行,企业在这期间的生存之道,掌握在自己的手上!加油!

Whatsapp Follow Up的秘诀

Whatsapp Follow Up的秘诀

Summer Koh

Summer Koh 拥有3年的房地产经验,还记得Summer刚加入IQI Eliteone团队的第一年只用了6个月时间就成交了高达1千300万的销售额,而且在半年里赚取高达RM400k+的收入!在这6个月里,Summer也获得了团队给予的Home Bonus,Car Subsidy,Rolex与等等的奖励。

Summer Koh凭借WhatsApp blasting来follow up顾客并且成交了高达上百个单位房地产,她也相当愿意和大家分享自己的实践经验。每个人follow up顾客的方式都不一样,与众不同的她做到在一个小时内收到高达90多位顾客的回复!然而这是有多年经验的销售员也未必能做得到,以下我们就来看看她的秘诀吧!


广告图 & 文案

而在发给顾客的广告图的方面需要一些技巧,由于大部分的发展商不允许销售人员把net price写在广告图上,所以Summer都会在以防万一的情况下在价钱后面加上“monthly installment”(月供)这个字眼。以图片作为宣传的方式最容易吸引顾客的注意, Summer则经常在图中编辑加入具有优势的细节。怎么才能让客户被动式地向她咨询详情?大家可以试试在图内或是文案强调”Reply Yes for Info”。如果顾客回复则代表他们有兴趣想了解更多,而在通过跟他们有更深入的交谈之后,更容易为他们找到最合适的房子并且向你购买。



Whatsapp Blasting


尽管大多数的销售员都喜欢电话营销(telemarketing)的方式与顾客联系,而她却有自己独特的见解,仅靠WhatsApp blasting和客户沟通的方式成交了很多笔买卖。但是使用WhatsApp blasting需要先准备一个工作使用的手机号码,也不能在同一个时间内blasting太多。因为她曾经因为没有经验而在同时间内blast了3000多个顾客而导致账号瞬间被冻结。所以以此看来学会分配好时间并设限一个小时内只可以blast给50-100个人是很重要的!

其实Summer认为时间不是一个需要特别注意的问题,因为她习惯晚上甚至有时候是凌晨follow up顾客。其实时间问题都是因人而异,有些客户在晚上和凌晨比较空闲所以方便回复信息。很幸运地,Summer的顾客群大部分和她一样喜欢熬夜,所以成交的结果大多数都在晚上和凌晨完成的。当然,有些客户则习惯早睡早起,她也表示自己曾经试过在早上6点就发给顾客。

尽管大多数的销售员都喜欢电话营销(telemarketing)的方式与顾客联系,而她却有自己独特的见解,仅靠WhatsApp blasting和客户沟通的方式成交了很多笔买卖。但是使用WhatsApp blasting需要先准备一个工作使用的手机号码,也不能在同一个时间内blasting太多。因为她曾经因为没有经验而在同时间内blast了3000多个顾客而导致账号瞬间被冻结。所以以此看来学会分配好时间并设限一个小时内只可以blast给50-100个人是很重要的!

其实Summer认为时间不是一个需要特别注意的问题,因为她习惯晚上甚至有时候是凌晨follow up顾客。其实时间问题都是因人而异,有些客户在晚上和凌晨比较空闲所以方便回复信息。很幸运地,Summer的顾客群大部分和她一样喜欢熬夜,所以成交的结果大多数都在晚上和凌晨完成的。当然,有些客户则习惯早睡早起,她也表示自己曾经试过在早上6点就发给顾客。


看完Summer分享的秘诀和心得,相信大部分的人都看到了whatsapp blasting的力量。大部分的房地产经纪都偏向于传统方式,电话营销(telemarketing),但是Summer 把whatsapp blasting成为了属于自己在职场上的武器,并且利用这个武器成功成交了超过千万的销售额。所以在此IQI Eliteone创办人Dave Chong,也为大家开发了免费的Whatsapp Blasting软件让大家可以在销售的路上走得更轻松。


WhatsApp Blasting System




Antony分享了自己的经验,他说绩效是有效地去完成一件事情,并且得到成绩和结果的。绩效的关键在于本身的行为, 如果不行动将没有那个结果。它其实无关于业绩, 成绩甚至是你的目标。相反的,其实也不需要太过于执着成绩/业绩,因为过于专注结果往往会让你疏远或是忽略了身边跟你分享结果的人,而那些人大多数都是已经找到对自己合适以及正确的方向或者的方法的人。


绩效最大的敌人“废病” ,废,蠢,笨,懒,这四个关键字是绩效的最大敌人。废就是一个人其实什么都会但他就是不做,蠢是可以把大部分的事都做错,笨则是什么都不会或什么都不太明白,还有懒就是做任何事都会拖延或者把自己的工作推给别人的人。Antony强调面对客户的拒绝,市场和经济情况,趋势问题和竞争对手都不是问题,但是患上”废病”则是最严重的问题。

那么到底是什么让一个人患上”废病”呢? 那便是因为那个人没有了所谓的推动力。销售最不能缺乏的就是推动力,推动力越大的人的承受能力越高,做事情的效率也会比较好。如果个人或是团队发作”废病”的话将会面对很可怕的结果和影响。

他解释说一个得了”废病”末期的人遇上推动力强的团队, 他自己会慢慢离开,因为他习惯性选择逃避,甚至会怀疑自己是否适合这个行业。正所谓近朱者赤近墨者黑,同类的人一起办事会比较有默契。那么为什么有些人明明很努力也很坚持,但是却没有得到收获?Antony则表示其实追求自己的目标一定会有结果,但是如果没有结果的话一定是追错目标了。


那么接下来可以看看他分享的这个公式,曾经有人和他说过目标,成绩,收入和生产是相同的,但其实它们完全不同。以吃来做例子来说的话呢,目标是今天选择吃什么,成绩代表的是点什么来吃,收入是吸收或消化了什么,生产则是你一天到底吃了多少餐。那么这里再示范多一个例子, 以生产的例子来说,一天本来是吃三餐的,但是你选择只吃一餐而已,为什么呢?也许是你吃太多了,达到四个人的分量,但是你却一个人吃完了。

他也提及过大部分的人过于专注成绩和收入,但其实这两个是追不了的,目标也不需要追,那么关键究竟是什么呢?关键就是生产,因为它等同于规划你一天需要完成的事情,其余的其实都是进行你规划的事情的过程和步骤而已。如果目标和生产力都没有做好的话,已经不需要追求成绩和收入,因为等同白费心机和心血了。就像追女生那样,需要先提升自己本身的能力才能够有足够的信心和把握追到这个女孩子。他的经验告诉他提升生产力也可以提高自己的能力,所谓熟能生巧,多做自然就能做得越来越好并面对更多的挑战。就像是IQI Eliteone创办人,Dave也分享自己的经验表示如果只在乎结果,不享受学习的实践的过程的话,并不会真正达到自己想要的。而Dave一开始也不会想要6点起床跑步,一开始真的觉得非常难,但是坚持下来之后自然而然就会去做这件事,而且还会开始享受那个过程。所以只有亲自执行的时候,才会发现自己其实一直在进步,才能看见最后会有怎么样的结果。

那么接下来可以看看他分享的这个公式,曾经有人和他说过目标,成绩,收入和生产是相同的,但其实它们完全不同。以吃来做例子来说的话呢,目标是今天选择吃什么,成绩代表的是点什么来吃,收入是吸收或消化了什么,生产则是你一天到底吃了多少餐。那么这里再示范多一个例子, 以生产的例子来说,一天本来是吃三餐的,但是你选择只吃一餐而已,为什么呢?也许是你吃太多了,达到四个人的分量,但是你却一个人吃完了。

他也提及过大部分的人过于专注成绩和收入,但其实这两个是追不了的,目标也不需要追,那么关键究竟是什么呢?关键就是生产,因为它等同于规划你一天需要完成的事情,其余的其实都是进行你规划的事情的过程和步骤而已。如果目标和生产力都没有做好的话,已经不需要追求成绩和收入,因为等同白费心机和心血了。就像追女生那样,需要先提升自己本身的能力才能够有足够的信心和把握追到这个女孩子。他的经验告诉他提升生产力也可以提高自己的能力,所谓熟能生巧,多做自然就能做得越来越好并面对更多的挑战。就像是IQI Eliteone创办人,Dave也分享自己的经验表示如果只在乎结果,不享受学习的实践的过程的话,并不会真正达到自己想要的。而Dave一开始也不会想要6点起床跑步,一开始真的觉得非常难,但是坚持下来之后自然而然就会去做这件事,而且还会开始享受那个过程。所以只有亲自执行的时候,才会发现自己其实一直在进步,才能看见最后会有怎么样的结果。


最后Antony说了最重要的四个字,就是 定,追,拿,得。定目标,追生产,拿成绩,得收入。决定好自己的目标之后不要心急更换,坚持下去,如果结果不理想,便是生产力不足够,在这种时候最需要的就是先调整生产力,之后再检查成绩,如果还是达不到预期的成绩也不要着急,再调一调生产任务,直到寻找到适合自己的一些方法。Antony表示任务也会随时增加, 所以把需要完成的事当作是任务并逐一完成它就好了。成功的道路并不拥挤,因为坚持的人不多,要想成功必须找到适合自己的方法,并且付出比别人更多的心思和汗水。只要你肯付出,你也将会成为一下个成功的企业家,加油!

Moving Towards Semi Automation in Sales and Marketing Management

Moving Towards Semi Automation in Sales and Marketing Management

Closing a single deal often involves several contacts with a high-quality prospect. Even after the sale, your team is likely committing hours to managing relationships, answering questions, fulfilling orders and providing other support services via phone calls, emails, meetings, social media and other channels.

It adds up. Multiply that by the number of customers you have — and aim to have as you grow and expand your business — and digital sales and customer relationship management become real time-killing challenges. Either your team forgoes other duties, or you fall behind, unable to deliver the level of service and personalization you had aimed for.

The solution is simple, automation of sales and marketing management. Quoting Forbes, “Marketing and sales automation gives companies the opportunity to attract, acquire, and retain customers while satisfying their current needs for personalization, care and tailored services.”

Marketing technology is moving at a rapid pace that is enabling businesses to reach more potential customers and better engage existing ones. So, if you are still stuck with excel sheets and manual outreach processes, it’s time to re-examine how you can bring in the much required marketing efficiency to your business.

Sales automation may just be the answer to all your selling woes. Have you ever lost a deal because you forgot to follow up? Went back and forth with a prospect figuring out a good time to meet? Or even wasted half an hour digging through your files to find the specific deck you needed?

Dave Chong

If you can relate to any — or all — of the above, you need automation. This guide will walk you through moving towards semi automation in sales and marketing management, and to explain this brief, IQI had a session with Dave Chong as the speaker to share his two cents on the topic.

Decorated with achievements as the IQI Group Vice President as well as the founder of IQI Eliteone Group, Dave Chong started out as only a part time real estate negotiator.

Dave then went on to establishing it as a successful career for himself over a short span of eight years. In his first five weeks of joining IQI, he managed to seal five deals, with a commission of over RM50,000.

However, he was dejected when he faced cancellations at the end of the month. Despite being down in the slumps, Dave picked himself back up and convinced himself that this was only a slight setback in his journey.

In 2014, Dave went on to becoming one of the Top 10 Achievers in IQI and was promoted to team leader and team manager thereof. To date, Dave has closed over RM1 billion in sales for IQI, laminating is outstanding feat.

Semi Automations System

Dave shares that in this era of digitalisation, many are moving forward with the aid of technology and marketers can do so as well. He hinted that many agents have also gone on to close deals via Zoom sessions, which furthers laments this point.

The sales process, or the sales funnel, involves tracking customer relationships from beginning (prospective customers) to end (customers). The various steps can be time-consuming and involve a lot of data input and analysis.

Dave explains that the conventional method is no longer the most efficient. Sales reps would have to filter manually if their clients are qualified. However, thanks to modern technology tools like Chat Mamba or even Facebook, many parts of this process can be automated, thus saving you valuable time and resources.

Facebook documents and details all of the customers’ information which allows sales reps to identify the criteria, needs, wants and qualification of the clients. This represents semi automation of sales and marketing and it proves to be a more sustainable method.

Dave touched on how to improve each step in the system of closing a deal, which comprises of leads, appointment, presentation, closing, follow up and referrals. This system is due for automation and Dave has hinted that IQI Eliteone is working on building and refining this system for its marketers.

Describing the sales funnel, Dave broke it down to awareness, interest, decision and action. This funnel perfects the most imperative part of a sales process, which is the lead.  

Previously, sales reps would have to manually download their leads and transfer it into an Excel Spreadsheet or Google Sheets. From there, it had slowly evolved into using third party software such as Zapier, which is a semi automation that simplifies a lot of time-consuming tasks.

Zapier may ease downloading and transferring leads, but it is still not as efficient once it has been transferred into Google Sheets, creating many folders which then makes it a hassle for users to sort out.

To solve this, Dave has spent his time during the Movement Control Order (MCO), to create a system which eases this particular hassle. The system is now available for the use of all IQI members.

The system created by Dave automates the whole process of sorting your Google Sheets once the file has been downloaded through Zapier. He shared that through the system, users can view their own leads, add remarks and set reminders to follow up with the leads.  

This particular digital sales automation involves streamlining manual, time-consuming tasks so that the organization’s talented salespeople can spend less time on admin and more time doing what they do best: selling. Automated tasks can include all the administrative and data entry tasks that reps, leaders and managers do daily, weekly and monthly.

The semi automation holds the potential to reduce the cost of sales by freeing up time spent on administration and reporting and to unlock additional revenue by automating outreach to customers in the sales funnel. But many decision makers are not aware—or have not taken advantage—of the value that sales automation can create across a growing range of use cases.

To benefit from the emerging opportunity, sales organizations must adjust their ways of working as well as their technology platforms to ensure that sales reps and automation solutions work hand in hand. Early adopters of sales automation consistently report increases in customer-facing time, higher customer satisfaction, efficiency improvements of 10 to 15 per cent, and sales uplift potential of up to 10 per cent.

Marketing and sales go hand in hand, so it’s no surprise that marketing will play a part in your digital sales automation strategy.

Marketing outreach is an integral component of building long-term relationships with your prospects and clients — but it can take time. By streamlining and automating your marketing, your team can spend more time refining and optimizing messaging to boost ROI and conversion rate.

Automated digital marketing campaigns can be delivered via email, social media and other avenues. Dave has also shared that this was particularly proven through the Eliteone landing page and email blasting method. Here, marketers can filter out qualified clients and saves them the time of calling all the clients who have filled out the form. Email blasting and perks of the landing page has proven it produced results.

Another successfully proven platform is through Telegram channels. With over thousands of members, marketers can easily reach out to customer via this platform and clients can reach out to reps thereof, automatically filtering those who are interested.

Moving forward, it is also crucial that marketers create automated video presentations, i.e a video presentation of a showroom walkthrough. This interactive method, in the time of a pandemic, allows for a more comprehensive experience for customers. These virtual showrooms also allow reps to filter their leads easily.

Benefits of Automation System

Dave shared that with these methods, the team has gone on to achieve incredible feats over the past six months by closing over RM650 million sales in total and some even converting more than RM10 million.

There should be no excuse for sales teams to be reluctant to introduce new systems and unfamiliar technologies. Expectations are changing fast. Consumers demand a level of personalization above and beyond anything that came before. Whether you are running a small- to medium-sized business or enterprise-level organization, there’s just no way a team can keep up using manual systems.

Automation doesn’t necessarily have to be an advanced AI capable of solving complex riddles, predicting and magically running your show. Nor does it mean that you should be able to automate the complete chain of activities in a process. Using marketing technology to reduce manual effort and intervention itself can save a ton of time and improve conversions.

Even smaller hits with partial process automations can bring in significant wins. What’s most important is structured thinking about marketing processes to identify areas of opportunities and implementing automated systems to run the show for you.

With sales and marketing automation on your side, you can accomplish more on a mediocre day than you used to on your best days. Implement these tools, and let the results speak for themselves.

Automation is the key to delivering superior customer experience. So, if you want to future-proof your business, it’s time to embrace automation technology.

The Fast Lane to Wealth through Cash Cow and Investments

The world of investments can be tricky to understand, as confusing jargon is often thrown around by financial advisors, investment companies and stockbrokers. One of these terms is ‘cash cow’, which is considered one of the smartest investments that a company or individual can make, due to the potential for continued, reliable returns without much risk or continued investments. But how do you know which investments fall into cash cow territory? And where exactly does the strange name come from?

A cash cow is a reference to a business, product, or asset that, once acquired and paid off, will produce consistent cash flows over its lifespan. It is the name for a relatively low-maintenance investment that provides continued returns without the need for much additional capital or even attention.

They are usually companies or businesses in a mature, slow-growth industry, often with a large market share, and require little investment beyond the initial costs. Those who invest in cash cows will enjoy healthy, long-term profits without really needing to do anything for them.

The cash cow is a metaphor for a dairy cow that produces milk over the course of its life and requires little to no maintenance. The phrase is applied to a business that is also similarly low-maintenance. Modern-day cash cows require little investment capital and perennially provide positive cash flows, which can be allocated to other divisions within a corporation. They are low risk, high reward investments.

An example would be the iPhone, which is Apple’s (AAPL) cash cow. Its return on assets is far greater than its market growth rate; as a result, Apple can invest the excess cash generated by the iPhone into other projects or products.

To explain how this brief of cash cows and investments can bring a marketer towards the fast lane of wealth, IQI Eliteone had a session, with Dave Chong as the speaker, to break down on his tips and know-hows on the subject.


Decorated with achievements as the IQI Group Vice President as well as the founder of IQI Eliteone Group, Dave Chong shared his two-cents on how one can get on the fast track of wealth through cash cows and investments.

Starting out as a part time real estate negotiator, Dave went on to establishing it as a successful career for himself over a short span of eight years. In his first five weeks of joining IQI, he managed to seal five deals, with a commission of over RM50,000.

However, he was dejected when he faced cancellations at the end of the month. Despite being down in the slumps, Dave picked himself back up and convinced himself that this was only a slight setback in his journey.

In 2014, Dave went on to becoming one of the Top 10 Achievers in IQI and was promoted to team leader and team manager thereof. To date, Dave’s Team has closed over RM1 billion in sales for IQI, laminating is outstanding feat.

Different Paths to Wealth

As a former businessman, Dave shared on how marketers can duplicate his journey of garnering wealth not only by doing sales but also through investments.

Dave explored the different paths to wealth and cleared up the misconceptions of the conventional method of gaining wealth. The different paths to wealth, in Dave’s take, are 


Broken down to three parts, namely the side lane, the slow lane, and the fast lane. As the name implies, the fast lane is the way to go.Dave leverages on cash cows and investment vehicles in his fast lane method. As previously defined, cash cow are money generating activities that do not have an upper limit.

In a conventional job, there is always a limit to how much you earn through your salaries and bonuses. However, as a property agent, your income through sales is limitless. The more sales closed, the more income generated. Thus, commissions are a cash cow for marketers.

Once you have earned the money, where you place the money thereof is imperative. Your decision could make or break your fast lane to millions. Dave stresses that if you were to deposit your money into a current account, it will eventually evaporate.

Your spending habits will be harder to control when you are secure with money in the bank, and one day you may just wake up to a dry account due to feeling too comfortable with the money you have.

Thus, it is crucial for one to identify relevant investment vehicles, which comprise of properties, shares, businesses and cryptocurrencies.

Dave explained the compounding effect of your assets, which is the income produced once you place your money into a certain investment vehicle, be it capital appreciation, rental or an interest.

He broke down the percentage of return for each investment whereby you can only receive a 3% return in fixed deposits, 6% – 10% for real estate, 15% for shares, and 20% in businesses.

However, Dave reiterated that it would be wise not to keep all your eggs in one basket and the best option would be knowing where and how much to invest so that your money will be dispersed as there will always be risks in each investment vehicle.

Dave further explained the passive income you can get with the initial money you have earned. He broke down calculations on how over the span of 10 years, one can achieve a RM12,000 income per month using passive income formula. He metaphors on how one must first build their golden goose which will eventually lay golden eggs for them continuously.


Dissecting the fundamentals of property investment, Dave shared that properties are the best way to hedge against inflation as property prices grows faster than inflation rates, making assets in property grow steadier than your value in money.

The inflation hedging capability of real estate stems from the positive relationship between GDP growth and the demand for real estate. As economies expand, the demand for

real estate drives rents higher. This, in turn, translates into higher capital values. Therefore, real estate tends to maintain the buying power of capital by passing some of the inflationary pressure on to tenants and by incorporating some of the inflationary pressure in the form of capital appreciation.

Second is the ability to leverage, as property is the only asset where banks are allowing a 35 year tenure loan. Leverage is the use of various financial instruments or borrowed capital (e.g., debt) to increase an investment’s potential return. A 20% down payment on a mortgage, for example, gets you 100% of the house you want to buy—that’s leverage. Because real estate is a tangible asset and one that can serve as collateral, financing is readily available.

Leveraging on that to make profits through passive income is the key, which brings us to the third fundamental of property investment, rentable properties. Real estate investors make money through rental income, any profits generated by property-dependent business activity, and appreciation. Real estate values tend to increase over time, and with a good investment, you can turn a profit when it’s time to sell. Rents also tend to rise over time, which can lead to higher cash flow.

The final foundation of property investment would be the stability and wealth preservation. There will be minimal risks of losing this investment as compared to other investment vehicles.

As you pay down a property mortgage, you build equity—an asset that’s part of your net worth. And as you build equity, you have the leverage to buy more properties and increase cash flow and wealth even more.

The benefits of investing in real estate are numerous. With well-chosen assets, investors can enjoy predictable cash flow, excellent returns, tax advantages, and diversification—and it’s possible to leverage real estate to build wealth.


oving on to another investment vehicle, shares, which Dave describes as slice of a company. Buying a share would in short mean you own a piece of the company. The two concepts to note for this particular investment is company valuation and company earning.

The market cap is the company valuation while profits are the company earning. Dave also shared the P/E Ratio which is the share price (company valuation) divided by the earnings per share (company earnings).

oving on to another investment vehicle, shares, which Dave describes as slice of a company. Buying a share would in short mean you own a piece of the company. The two concepts to note for this particular investment is company valuation and company earning.

The market cap is the company valuation while profits are the company earning. Dave also shared the P/E Ratio which is the share price (company valuation) divided by the earnings per share (company earnings).

When looking up a company on the internet, you may see all these terms as well as the price-to-earnings ratio (P/E ratio) which signifies the importance of leveraging.

P/E ratio is the ratio for valuing a company that measures its current share price relative to its per-share earnings (EPS). The price-to-earnings ratio is also sometimes known as the price multiple or the earnings multiple.

P/E ratios are used by investors and analysts to determine the relative value of a company’s shares in an apples-to-apples comparison. It can also be used to compare a company against its own historical record or to compare aggregate markets against one another or over time.

P/E may be estimated on a trailing (backward-looking) or forward (projected) basis. To determine the P/E value, one simply must divide the current stock price by the earnings per share (EPS).

Dave explained that this is how public companies work. There must be a willing buyer and a willing seller to make up a market which determines the valuation of a public listed company. This is the power of leveraging for both buyer and sellers.

As such, to invest in shares, one must look at the long term potential. Breezing through graphs, Dave studied the rise and falls of various companies and how the long term investments in companies such as Facebook, Google and Apple has panned out.

Dave hints that shares can contribute to 10% to 15% investment return per annum and is a solid vehicle to multiply your money, depending on your knowledge of investment. Dave sticks to his philosophy of long term investments, the wait may be only slightly longer but the profits reaped are sweet.


Lastly, Dave touched on cryptocurrency as the final investment vehicle. A cryptocurrency is a digital or virtual currency that is secured by cryptography, which makes it nearly impossible to counterfeit or double-spend.

Many cryptocurrencies are decentralized networks based on blockchain technology—a distributed ledger enforced by a disparate network of computers. A defining feature of cryptocurrencies is that they are generally not issued by any central authority, rendering them theoretically immune to government interference or manipulation.

The first blockchain-based cryptocurrency was Bitcoin, which still remains the most popular and most valuable. Today, there are thousands of alternate cryptocurrencies with various functions and specifications. Some of these are clones or forks of Bitcoin, while others are new currencies that were built from scratch.

Bitcoin was launched in 2009 by an individual or group known by the pseudonym “Satoshi Nakamoto”. As of March 2021, there were over 18.6 million bitcoins in circulation with a total market cap of around $927 billion.

Some of the competing cryptocurrencies spawned by Bitcoin’s success, known as “altcoins”, include Litecoin, Dogecoin, and Binance Coins, as well as Ethereum, Cardano, and EOS. Today, the aggregate value of all the cryptocurrencies in existence is around $1.5 trillion—Bitcoin currently represents more than 60% of the total value.

Cryptocurrencies hold the promise of making it easier to transfer funds directly between two parties, without the need for a trusted third party like a bank or credit card company. These transfers are instead secured by the use of public keys and private keys and different forms of incentive systems, like Proof of Work or Proof of Stake.

In modern cryptocurrency systems, a user’s “wallet,” or account address, has a public key, while the private key is known only to the owner and is used to sign transactions. Fund transfers are completed with minimal processing fees, allowing users to avoid the steep fees charged by banks and financial institutions for wire transfers.

Cryptocurrencies allow for secure payments online which are denominated in terms of virtual “tokens,” which are represented by ledger entries internal to the system. Investors can make money with cryptocurrency by mining Bitcoin, or simply selling their Bitcoin at a profit.

Cryptocurrencies such as Bitcoin are digital currencies not backed by real assets or tangible securities. They are traded between consenting parties with no broker and tracked on digital ledgers.

There is no physical bitcoin, only balances kept on a public ledger that everyone has transparent access to. All bitcoin transactions are verified by a massive amount of computing power. Bitcoin is not issued or backed by any banks or governments, nor is an individual bitcoin valuable as a commodity. Despite it not being legal tender in most parts of the world, bitcoin is very popular and has triggered the launch of hundreds of other cryptocurrencies, collectively referred to as altcoins. Bitcoin is commonly abbreviated as “BTC”.

Bitcoin mining is the process by which bitcoin is released into circulation. Generally, mining requires solving computationally difficult puzzles to discover a new block, which is added to the blockchain.

Bitcoin mining adds and verifies transaction records across the network. Miners are rewarded with some bitcoin; the reward is halved every 210,000 blocks. The block reward was 50 new bitcoins in 2009. On May 11th, 2020, the third halving occurred, bringing the reward for each block discovery down to 6.25 bitcoins.

Many bitcoin supporters believe that digital currency is the future. Many individuals who endorse bitcoin believe it facilitates a much faster, low-fee payment system for transactions across the globe.

Although it is not backed by any government or central bank, bitcoin can be exchanged for traditional currencies; in fact, its exchange rate against the dollar attracts potential investors and traders interested in currency plays.

 Indeed, one of the primary reasons for the growth of digital currencies like bitcoin is that they can act as an alternative to national fiat money and traditional commodities like gold.

Like any other asset, the principle of buying low and selling high applies to bitcoin. The most popular way of amassing the currency is through buying on a bitcoin exchange, but there are many other ways to earn and own bitcoin.

Dave stresses that even though you can make money, it would still be a gamble. He advises to invest in cryptocurrency when you have spare money to be kept there over the course of a few years (in a short period) for it to multiply.

He strongly advises against going all in into cryptocurrency because the risk of its valuation dropping for a few years at a time may be high. As such, Daves reiterates that when it comes to cryptocurrency, one should only invest the money they can afford to lose.

To wrap up, one should invest enough to keep your cash flow division functioning smoothly, and make decisions about how to spend the added income based on your overall priorities and goals.

Dave concluded that one should build their own system of generating wealth first for more efficient and lucrative decisions on investing your money.

The role that your cash cow plays in your overall business strategy will depend on your priorities. If you want to make as much money as possible, direct your resources and your energy toward maximizing its sales, using other products and services primarily to support it and flesh out your line. If you are interested in making the world a better place, use your cash cow as a way to earn enough income to do the work you love.


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