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CLOSING THE SALE CHAPTER 15
CLOSING THE SALE <ul><li>This is obtaining positive agreement from the customer to buy. </li></ul><ul><li>This is the most...
TIMING THE CLOSE <ul><li>The timing is critical. </li></ul><ul><li>Trying to close to soon looks like you are rushing the ...
RULES FOR CLOSING A SALE <ul><li>Recognize Closing Opportunities </li></ul><ul><ul><ul><li>Use objections that have been r...
SPECIALIZED METHODS  OF CLOSING THE SALE <ul><li>There are four specialized methods you can use to try to close the deal: ...
FAILURE TO CLOSE THE SALE <ul><li>If you fail to close in a retail setting, invite the customer to shop in your store agai...
SUGGESTION SELLING <ul><li>This is the selling of additional goods or services to the customer. </li></ul><ul><li>It invol...
RULES FOR  SUGGESTION SELLING <ul><li>Do this after the customer has made a commitment to buy, but before payment is made....
SUGGESTION SELLING METHODS <ul><li>Offering Related Merchandise —tie with a new suit </li></ul><ul><li>Recommending Larger...
POST CLOSE PROCEDURES <ul><li>Four steps remain after the customer has agreed to make a purchase. </li></ul><ul><li>These ...
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15) chapter 15 overheads -closing the sale

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Transcript of "15) chapter 15 overheads -closing the sale"

  1. 1. CLOSING THE SALE CHAPTER 15
  2. 2. CLOSING THE SALE <ul><li>This is obtaining positive agreement from the customer to buy. </li></ul><ul><li>This is the most often neglected step of the selling process. </li></ul><ul><li>Much time, money, and effort has gone into the sale, but a good salesperson must attempt to create an exchange. </li></ul><ul><li>It is important to learn when and how to close the sale. </li></ul>
  3. 3. TIMING THE CLOSE <ul><li>The timing is critical. </li></ul><ul><li>Trying to close to soon looks like you are rushing the customer. </li></ul><ul><li>Trying too late may bore the customer and waste yours and his time. </li></ul><ul><li>Look for Buying Signals— these could include facial expressions, body language, and comments. </li></ul><ul><li>You could also attempt a Trial Close —an initial effort to close the sale. </li></ul>
  4. 4. RULES FOR CLOSING A SALE <ul><li>Recognize Closing Opportunities </li></ul><ul><ul><ul><li>Use objections that have been resolved to close the sale. </li></ul></ul></ul><ul><li>Help Customers Make a Decision </li></ul><ul><ul><ul><li>Try to summarize features and benefits one last time. </li></ul></ul></ul><ul><li>Create an Ownership Mentality </li></ul><ul><ul><ul><li>Use words that indicate ownership such as you and your. </li></ul></ul></ul><ul><li>Don’t Talk Too Much </li></ul><ul><ul><ul><li>Be patient, courteous and polite. </li></ul></ul></ul><ul><li>Don’t Rush the Customer </li></ul><ul><ul><ul><li>Give the customer the time they need, even if they do not buy. </li></ul></ul></ul>
  5. 5. SPECIALIZED METHODS OF CLOSING THE SALE <ul><li>There are four specialized methods you can use to try to close the deal: </li></ul><ul><ul><li>WHICH CLOSE— encourages a customer to make a decision between two items. </li></ul></ul><ul><ul><li>STANDING-ROOM-ONLY CLOSE— use this when the product is in short supply or the price will be going up. Forces them to act quickly. </li></ul></ul><ul><ul><li>DIRECT CLOSE— you verbally ask for the sale. Only use this when the buying signal is very clear. </li></ul></ul><ul><ul><li>SERVICE CLOSE— this type explains services that may overcome obstacles. Such as warranties, return policies, etc. </li></ul></ul>
  6. 6. FAILURE TO CLOSE THE SALE <ul><li>If you fail to close in a retail setting, invite the customer to shop in your store again. </li></ul><ul><li>In business-to-business, ask if you can call on them again. </li></ul><ul><li>Always be friendly and leave on a good note, because these failed customers are still future prospects. </li></ul>
  7. 7. SUGGESTION SELLING <ul><li>This is the selling of additional goods or services to the customer. </li></ul><ul><li>It involves selling them other items that will ultimately save them time and money or make the original purchase more enjoyable. </li></ul><ul><li>A camera case for a camera, a box of disks with the computer, a tie to match the shirt. </li></ul>
  8. 8. RULES FOR SUGGESTION SELLING <ul><li>Do this after the customer has made a commitment to buy, but before payment is made. </li></ul><ul><li>Make your recommendations from the customer’s point of view and give at least one reason for your suggestion. </li></ul><ul><li>Make the suggestion definite. Don’t say, “Will that be all?” </li></ul><ul><li>Show the item you are suggesting. </li></ul><ul><li>Make the suggestion positive. </li></ul>
  9. 9. SUGGESTION SELLING METHODS <ul><li>Offering Related Merchandise —tie with a new suit </li></ul><ul><li>Recommending Larger Quantities —show the price or time savings. </li></ul><ul><li>Call Attention to Special Sales Opportunities —give them the opportunity to take advantage of a bargain. </li></ul>
  10. 10. POST CLOSE PROCEDURES <ul><li>Four steps remain after the customer has agreed to make a purchase. </li></ul><ul><li>These are crucial to customer satisfaction and return. </li></ul><ul><li>They are: </li></ul><ul><ul><ul><li>Taking Payment/Order </li></ul></ul></ul><ul><ul><ul><li>Departure </li></ul></ul></ul><ul><ul><ul><li>Follow-Up—letter, phone call, e mail </li></ul></ul></ul><ul><ul><ul><li>Evaluation—from self, manager, or customer </li></ul></ul></ul>
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