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15) chapter 15 overheads -closing the sale
15) chapter 15 overheads -closing the sale
15) chapter 15 overheads -closing the sale
15) chapter 15 overheads -closing the sale
15) chapter 15 overheads -closing the sale
15) chapter 15 overheads -closing the sale
15) chapter 15 overheads -closing the sale
15) chapter 15 overheads -closing the sale
15) chapter 15 overheads -closing the sale
15) chapter 15 overheads -closing the sale
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15) chapter 15 overheads -closing the sale

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

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