Objectives forThe Close

• Understand what is difficult about the close for most people & how can it be overcome. (Ch10, Q#1)

• When is the best time to obtain commitment?• Describe some buying signals. (Ch10, Q#2)• Explain a trial close and incremental closes when should it be

used. (Ch10, Q#3)• What are common mistakes relative to closing a sale? (Ch10, Q

# 4)• Match 5 closing techniques with their proper use situation.

(Ch10, Q#5)• List the basic steps for setting customer expectations after the

sale. (Ch#10, Q # 6)

Chapter 8 2

What is the “Close?”

Close – (v) to unite; to reach an agreement.

Closing in the sales process can have two meanings:• ______________________________________• ______________________________________

•Asking for the order transforms prospects into customers•Agreeing to the next step keeps the problem solving process going

• Buyers want to buy,

• Reliance on closing techniques may

.

• No commitment, no sale.

• ________________________________.

12-3

Obtaining Commitment TodaySelling Chapter #12

McGraw-Hill/Irwin

The CLOSE• The Close is:

– Realizing your sales call ________________

– Obtaining a commitment from the prospect

– Often involves getting the order or an agreement to a trial or plan.

• The close transforms ___________ into _________• The close is the gauge for success of your sales call.

– Did you accomplish or exceed what you set out to accomplish?

– Builds on good.. Preparation, Opening, Presentation & handling objections.

– The close motivates the prospect to __________________

• Closing is challenging for many salespeople because– Asking for the order is the __________________

– -indicates success or failure

– __________________________________________

– It’s difficult to ask people to _________their _________ resources

– The salesperson may not be _____________________________________________

The CLOSE (Ch10, Q#1)

Chapter 8 6

Asking for the Order

• “Asking for money” may seem _________________

• The only way for your customer to gain the __________________________________________

• When they do not get the benefits that you believe strongly are possible … _______________________

6

Chapter 8 7

Asking for the Order

• Consider that . . .• The customer has spent time with you • The customer agreed to work with you to find a

“best” solution • They have given you information or talked with

you about their satisfaction with past solutions• So, they ___________________________________

7

Chapter 8 8

Closing

• Be assertive• The difference between “pushy” and

“assertive” is ___________• It is far more common for salespeople to err on

the side of __________________________

• 1) Be _____________and ______________

– Remember asking for the order

_____________________________________________

– Be positive but avoid being

_____________

– Be ready to probe for

_________________________

The CLOSE-Closing Suggestions

What is a close?

It is not a ________________ situation where, control can often be important.

In a sales situation the buyer and seller are attempting to become …

___________________________________________________________________

Chapter 8 11

When to Close

• Close whenever the prospect is ready to buy!• It is easy to “oversell”

• Many salespeople, feel compelled to

________________________________________• They may actually __________________________

• When the prospect has sufficient information to make an informed decisions

…CLOSE!

Chapter 8 12

DISC Communication Styles

• Part of knowing when to close will depend on the buyer’s communication style• High D’s may want to move to a decision __________________________________________• High I’s may appreciate your __________________________________________• High S’s may like something _______________• High C’s may want you to __________________________________________

2.) When to Attempt to Obtain Commitment

• Buyer comments– ___________________

– ____________

– ___________________

– ________________________________________

• Nonverbal cues– ____________________

– ____________________

12-13McGraw-Hill/Irwin

Requirements are conditions that have to be met before a __________________________

2) Know WHEN to CLOSE (Ch10, Q# 2)

Buying signals:

___________________________________________

that indicate a buyer’s willingness to commit to your product/program

________________: Questions on buying; Enthusiastic acceptance; Conditional willingness to purchase

____ : Frequent nodding; Steps back and admires product

Chapter 8 15

Verbal Buying Signals

• By tuning in to the customer, the salesperson can identify when it is time to close

• One clue is when the customer is doing almost as much of the talking as the salesperson

• Another clue is when the customer begins talking about steps that would

_________________________________

• Delivery, Training, or Financing, for example.

“Mini Closes” Throughout The Call(Ch10, Q#3)

• Actually, a good salesperson closes

_____________________

throughout the call . . .getting agreement on each step or selling point that leads to final agreement to buy.

• This is called an ___________________.

– “Based on what you have told me so far . . . I think I have an idea

that could really help. May I share what I have in mind?”

– “How important is this auto engine-kill switch to your operators,

Arnie?”

– “So, the maintenance contract has some real merit for you, right?

The Trial Close• The trial close is a question usually asked____________

through the presentation that is designed to find out where the prospect is in their buying decision

• The trial close usually is a subtle to buy

– Examples . . .

– _______________________________________________

– _______________________________________________

– _______________________________________________

– _______________________________________________

– _______________________________________________

Trial ClosesIf your customer already knows you and the product you can sometimes begin the call with a trial close.

__________________________________

__________________________________

________________________________

APPEAL TO THE SENSES

______________________________________

_______________________________________

___________________________________

__________________________________

How Not to Close A Sale• Closing is a time to show confidence in your

solution• Never - Never - Never start a close by stating their

_______________

_ “___________________________________________

– ____________________________________________

– _____________________________________________

_____________________________________________

Techniques to Close the Sale(Ch#15 Q# 5)

• There is no “ ” to get commitment– But there are five commonly used techniques . . .

1. The ______________close

2. The ______________close

3. The ______________close

4. The ______________close

5. The ______________ close

• Continuous yes close fits under 2 & 4 above

The Direct Close• Simply ______ the customer for their business.

– “Gloria, we’d like to do business with you.

How about giving us a chance

to show what we can do?”

• Works well when . . .

– The sales relationship is and __________

– The salesperson has just handled

___________________________________

– The salesperson and customer have a

– __________________________________

The Summary Close• Briefly summarize the

___________________________________

– including benefits to the customer and address any major concerns as benefits to the client

• Usually involves the following steps:

– __________________________________________

– __________________________________________

– __________________________________________

– __________________________________________

The Choice Close• Offer the customer a

-but not the choice between

• “Would the standard or the deluxe model work best?”

• “Would you prefer cash or to be billed later?”

• “Which day of the week do you prefer delivery?”

(also called the fatal alternative)

• The choices offered are drawn from information you

The Choice Close

Melissa- Kraft Foods

Give the customer the Notice that there is NOT

Would you like the Green or Blue model??

The Assume Close• Do not ask for the order

but assume they are ready to buy and

• On the surface this sounds presumptive

and even arrogant but when in the context of a strong relationship

____

• It works best with

____

or when the prospect has

____

The Assume Close• Four types of assume closes:

– assumption -

“Great! I stop by tomorrow

and begin pulling soil samples!”

– assumption -

“What I think you need is about three boxes

to get you started. I’ll get is shipped out yet today.”

Command Assumption

Things to notice• _____________________• _____________________• Opportunity for a

____________________________________________

• _____________________• Just do it!

The Assume Close_____________ - assumption -

• _________________________________________

– “You are really going to enjoy the convenience of those

doors.”

– _____________ -

assumption -

________________________________________

________________ - assumption -

• ________________________________________

– or finalize paperwork for their signature

Special Feature Closeor Benefit in Reverse Close

After other attempts to close add something to the value bundle

• ___________________________• ___________________________Something to push them over the edge on

their decision to buy• Be sure they don’t feel ________________• They will come to ____________________

Continuous yes close( as long as it isn’t manipulative)

• Seller constantly asks questions for which the buyers answer is ________

• By the end of the presentation the natural answer is _________

• Follows naturally as a summary close or leads to the assume close

Better thought of as a buying signal as you are doing trail closes

The Close

Tim - Hormel

Carla- Armour Swift Eckrich

_________________________________ _______________________________

____________________ __________________

Chapter 8 32

After They Say “Yes”

• Immediately after a customer says “YES” there are several things that become important

• ____________________• ____________________

• Clarify next steps • Manage expectations

______________________

• No surprises- many salespeople make serious mistakes here

__________________________________________________________________.

• Confirm the customer’s choice• Get the signature

– Make the actual signing an ____________________– Fill out the order blank accurately and promptly– Be careful not to exhibit

______________________________________ at signing time …. Why?

12-33

If Commitment is Obtained

McGraw-Hill/Irwin

Reinforce the Customer’s Choice

• Immediately after saying “yes,”

many customers experience second thoughts

• This is called _________________________

• Customer begin to ask themselves did I. . . Did I really need that product or service?

Did I need to buy it now?

Did I pay too much?

Will this product really meet my needs?

Reinforce the Customer’s Choice

• It is also good to reinforce why they have made a good decision

_______________________________

• Buyer’s ______________ usually happens

after you have left them

• Give the customer a call or stop with an appointment in a few days

and ask if they have any additional questions and

_____________________________________

Chapter 8 36

What If they Say, “No.”added slide

• No one likes to be turned down• It is difficult not to take rejection personally• Remember -- When the customer says, “No”

• They are saying “No” to _____________________

• They are not saying _____________________

• They are just saying _____________________

Chapter 8 37

What If they Say, “No.”• Leave the door open for future business

• Their circumstance ___________________

• They may change ____________________

In all cases,

_____________________________________________• If there could be a future opportunity,

____________________________

• Some reasons for lost opportunities– _____________________________– _____________________________– _____________________________

• Discovering the cause– Critical so that salespeople can proceed

intelligently to _________________

12-38

If Commitment is Not Obtained

McGraw-Hill/Irwin

If Commitment is Not Obtained (continued)

– Suggestions for dealing with rejection• _________________________

_______________________• ________________________• _________________________

_______________________

12-39McGraw-Hill/Irwin

What would you say to a friend to gain his or her commitment to go on a spring break trip? Describe exactly what you would say to your friend, using each of the following methods (make any assumptions necessary):

a. Alternative choice_______________________________________________________________________

b. Direct request._______________________________________________________________________

c. Benefit summary.

___________________________________________________________________________________________________________

__________________________________________________________________________________________________________d. Summary of pros and cons or balance sheet close

___________________________________________________________________________________________________________

__________________________________________________________________________________________________________e. Summary by Probing.

___________________________________________________________________________________________________________

__________________________________________________________________________________________________________