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  • 1. Workshop PSSC Module 2: Professional Client Meetings WELCOME! WORKSHOP: PSSC MODULE 2 PROFESSIONAL CLIENT MEETINGS ©Copy rights and property by M.O.S.E.
  • 2. Workshop PSSC Module 2: Professional Client Meetings AGENDA DAY 1 Warm-Up: Any successes since the last training? Meet the Decision Maker only! Professional F2F Sales Discussions IPE Questioning Techniques ©Copy rights and property by M.O.S.E. 
  • 3. Workshop PSSC Module 2: Professional Client Meetings AGENDA DAY 2 Professional Handling of Objections Professional Closing Techniques Personal Action Plan ©Copy rights and property by M.O.S.E. 
  • 4. Workshop PSSC Module 2: Professional Client Meetings PRACTICAL INFORMATION  Breaks  Mobile Phones…  Coffee  Smoking?  Lunch  Timing ©Copy rights and property by M.O.S.E. 
  • 5. Workshop PSSC Module 2: Professional Client Meetings GOAL OF THIS TRAINING WORKSHOP  Master professionally sales conversations with your clients  Master the handling of objections  Close professionally every meeting and get what you want „The winner has a plan, the loser has an explanation“ (Gunde Svan, Swedish Olympic and ©Copy rights and property by M.O.S.E. WC gold medal winner in cross country skiing) 
  • 6. Workshop PSSC Module 2: Professional Client Meetings WORKSHOP SUBJECT 1: WARM-UP: WHAT HAPPENED SINCE THE LAST TRAINING WORKSHOP? SUCCESSES?  ©Copy rights and property by M.O.S.E.
  • 7. Workshop PSSC Module 2: Professional Client Meetings WARM-UP What did happen since the last Training Session? Tell us about your successes! Use the work form in tab 2 for your personal notes ©Copy rights and property by M.O.S.E. 
  • 8. Workshop PSSC Module 2: Professional Client Meetings WORKSHOP SUBJECT 2: ONLY MEET DECISION MAKERS! ©Copy rights and property by M.O.S.E. 
  • 9. Workshop PSSC Module 2: Professional Client Meetings PREPARATION OF A MEETING New client  What do I have to know and why?  Where do I find this information?  What is my goal?  My USP’s? My referrals?  What is my goal?  What is the next step? Existing client  What was the turnover in the past 3 years?  Status of running projects?  What is the potential with this customer?  How does my meeting agenda look like?  What do I present?  What is my goal? No goal, no visit…! ©Copy rights and property by M.O.S.E. 
  • 10. Workshop PSSC Module 2: Professional Client Meetings PREPARATION IN GENERAL  Who is in the DMU, who is the decision maker?  What attitude does the DM have?  Friend of KWS?  Enemy?  Coach?  Gate Keeper?  Indifferent?  User  Etc.  What are the decision taking rules and processes?  Etc. ©Copy rights and property by M.O.S.E. 
  • 11. Workshop PSSC Module 2: Professional Client Meetings DMU ANALYSIS: 3RD DIMENSION  RELATION NETWORK Peter Miller CEO Bob Gep Purch. Dir. Jeff Blue Mgr. R&D Wilma Smith Controlling Marc Weir VP Sales ©Copy rights and property by M.O.S.E.  7/7
  • 12. Workshop PSSC Module 2: Professional Client Meetings CONTACT LEVEL  ADAPT ATTITUDE & BEHAVIOR! How do they perceive us? Top Trustful Advisor Manage- Consultant ment Expert Strategy, Profit Middle Problem solver Management Organization Reliable Action Plans Supplier Targets, Goals Distri- Performing Level butor Production Logistic ©Copy rights and property by M.O.S.E. 
  • 13. Workshop PSSC Module 2: Professional Client Meetings 3 TYPES OF DECISION MAKERS  3 TYPES OF UBN’S UNIQUE BUYING NEEDS Worker Buyer Top Manager, Owner Profit Price Output Output Handling Growth Image Packaging Design Materiel EBIT Budget Tools ROI Quality Machines Reliability Stock Functionality Consultancy Delivery time Etc. Service Purchase routines Warranty Etc. Costs ©Copy rights and property by M.O.S.E. 
  • 14. Workshop PSSC Module 2: Professional Client Meetings YOUNG, OLD DM. ANY DIFFERENT APPROACH?  No different approach!  Focus on their individual Unique Buying Needs.  Use a proper attitude & behavior which they expect from you, e.g.:  Cloth  Language  Added values! ©Copy rights and property by M.O.S.E. 
  • 15. Workshop PSSC Module 2: Professional Client Meetings DMU ANALYSIS: EXAMPLE HOW THEY DO IN KEY ACCOUNT MANAGEMENT Decission Level of decision Focus Personal Personal Influence maker competence on: opinion decision criteria Name, job title, Role: D = Decision M G = Growth 5 = Ambassador 3 most Strong function: U = User P= 4 = Likes us important: W = Watch Dog Problem 3 = Neutral Weak C = Coach C = Costs 2 = Does not care O = Other N = Neutral 1 = Opposition Neutral M = Margin Peter Haenem, Market share, W G 3 Prestige, Costs CEO Jeff Blokker, Delivery D P 5 conditions Director Price, Discounts Purchase Jan Hema, Quality, C C 1 Material, Head Delivery time Construct. Wilma Dixon, Cash Flow, O N 2 Purchase  Controlling contracts Ed ©Copy rights and property by M.O.S.E. Turnover, EBIT.
  • 16. Workshop PSSC Module 2: Professional Client Meetings TALKING IS SILVER, LISTENING IS GOLD! ©Copy rights and property by M.O.S.E. 
  • 17. Workshop PSSC Module 2: Professional Client Meetings IT’S ALL ABOUT THE DECISION MAKER Take a recent buying client. Choose a potato you want to sell. Describe in the group, per decision maker and/or DMU, Unique Buying Needs of this client. Use the work form in register 2 ©Copy rights and property by M.O.S.E. 
  • 18. Workshop PSSC Module 2: Professional Client Meetings WORKSHOP SUBJECT 3: IPE QUESTION TECHNIQUE  NEED ANALYSIS AND NEED CREATION  ©Copy rights and property by M.O.S.E.
  • 19. Workshop PSSC Module 2: Professional Client Meetings SALES MEETING F2F: FLOW Introduce myself Need Analysis: Ask Open Questions! My GOAL  doing business! Create Needs Summary & Conclusion Suggest the next step: Proposal Meeting (of different) ©Copy rights and property by M.O.S.E. 
  • 20. Workshop PSSC Module 2: Professional Client Meetings INTRODUCE YOURSELF AND KWS:  My name is ABC, I am Sales manager at KWS  I sent you some information about KWS… do you have any question about our organization?  “No”. Go then ahead with asking open questions.  “Yes, I don’t exactly know KWS…”  Introduce KWS, max. 1 minute (unless he wants to know more details).  Ideally present KWS with PowerPoint:  3 – 5 slides max. ©Copy rights and property by M.O.S.E. 
  • 21. Workshop PSSC Module 2: Professional Client Meetings NEEDS ANALYSIS: YOU JUST KNOW WHAT THEY NEED AFTER YOU HAVE ASKED IT!  Important: “the one who asks questions, leads the discussion!”  A good opening question might be (e.g.):  May I ask you… what are your needs regarding growing potatoes?  Ask well prepared open questions, e.g.:  What are your possibilities on the local market?  What is important for you when it comes to harvesting?  How important is “early to the market” for you?  What could the previous seed supplier in prove; in service, product, etc.? ©Copy rights and property by M.O.S.E. 
  • 22. Workshop PSSC Module 2: Professional Client Meetings CREATE NEEDS: YOUR ARE AN EXPERT, BUILD-UP TRUST  Based on what the prospect said, create needs.  By that you give evidence that you are an expert, you have understood him correctly.  One (or more) question(s) followed by a professional statement/fact, e.g.:  “A later harvest results in lower prices, right?” “Our EVEREST is an early type, that will create better profit for you!”  “Not good that your clients complain about the storability. On losses we are not interested, of course?” “RAMOS will solve that problem.” ©Copy rights and property by M.O.S.E. 
  • 23. Workshop PSSC Module 2: Professional Client Meetings FOLLOW YOUR GOAL: SUMMARY & CONCLUSION, E.G.…  “Ok then, RAMOS will solve a lot of problems and increases in the end your profit.”  “Plus that you will become a major supplier for the local fries plants.  “I have a solution for you, but need to bring it on paper…”  “Are you interested in a proposal from me, how I could solve your problems?” ©Copy rights and property by M.O.S.E. 
  • 24. Workshop PSSC Module 2: Professional Client Meetings THE NEXT STEP: MAKE A SUGGESTION  Depending on the situation and the sort of he meeting (e.g. prospect, existing client, project meeting etc.) you have to propose the next step, e.g.:  Proposal Meeting  Sending a quote  Another meeting to make presentations  Etc.   Proposal Meeting:  One or two weeks later,  Present your solution and added values your client will accept  Agree with the Decision Maker immediately on a date. ©Copy rights and property by M.O.S.E. 
  • 25. Workshop PSSC Module 2: Professional Client Meetings YOU LEAD THE DISCUSSION BY ASKING QUESTIONS Take a recent buying client. Choose a potato you want to sell. Describe in the group a number of open questions for - Need Analysis - Needs creation Use the work form in register 2 ©Copy rights and property by M.O.S.E. 
  • 26. Workshop PSSC Module 2: Professional Client Meetings WORKSHOP SUBJECT 3: IPE QUESTION TECHNIQUE: THE SUPPORT OF NEED ANALYSIS AND NEED CREATION  ©Copy rights and property by M.O.S.E.
  • 27. Workshop PSSC Module 2: Professional Client Meetings PROFESSIONAL & PRO-ACTIVE SALES-MEETING Welcome, Information Analyze Create Conclusion Introduction Phase Needs Needs! & Closing: The Next Step Chance for Business Test Closing Buying signals Objections Part Acceptation  Flow of the professional Sales Discussion ©Copy rights and property by M.O.S.E.
  • 28. Workshop PSSC Module 2: Professional Client Meetings THE PHASES OF A MEETING The meeting should in its structure focus on Your goals:  The needs, UBN ( Unique Buying Needs) or the KEY Buying Factors of the customer  A gradual acceptation by the client Lead the meeting in such a way that it agrees with your intentions! A. Goal of the meeting  What is the main goal of the meeting?  Which goals you want to have reached before leaving the meeting? ©Copy rights and property by M.O.S.E. 
  • 29. Workshop PSSC Module 2: Professional Client Meetings THE PHASES OF A MEETING B. Contact phase This is the part of the meeting where you create confidence and the further progress of the meeting  Introduction and eventually what happened since the last meeting  status?  State the reason why you got in contact with the client  How much time you need to present your product/service  How about the meeting agenda? Have one, that is professional!  Etc.  AVOID a too long social talk! The client might take over…  You don’t want that he is leading the discussion! ©Copy rights and property by M.O.S.E. 
  • 30. Workshop PSSC Module 2: Professional Client Meetings THE PHASES OF A MEETING C. Information phase This is the part where you gather information you could not acquire before, but needed to present your solution  New client: make a short presentation about your company  Ask for permission to ask specific questions: E.g. “… may I ask you, what is the turnover of XXX…?”  Decision process/DMU?  What are the Key Buying Factors?  Which knowhow can we offer?  Which challenges and needs does the customer have?  Create needs before you present your solution!  Etc. ©Copy rights and property by M.O.S.E. 
  • 31. Workshop PSSC Module 2: Professional Client Meetings THE PHASES OF A MEETING D. Argumentation phase In this phase you present your solution and added values of your products and/or services  Use FFBE as an argumentation tool  Your solution has to be of value for the client, he must be convinced that he gets a solution covering his needs  WIIFM (what’s in it for me??)  Focus on advantages, added values for the customer instead of “technical details”!  Show him the profit based on the advantages he gets!  Etc. ©Copy rights and property by M.O.S.E. 
  • 32. Workshop PSSC Module 2: Professional Client Meetings THE PHASES OF A MEETING E. Closing phase In this phase you close for the deal and/or you define the next step  Does the client give buying signals and/or part acceptation signals; make a test close!  Do not forget to always make a summary before you close  To close you could also make a suggestion for a next step  Who is responsible for the next step if more persons are involved?  Is there something to be organized for the next meeting?  Etc. ©Copy rights and property by M.O.S.E. 
  • 33. Workshop PSSC Module 2: Professional Client Meetings GENERAL TYPES OF QUESTIONS Open questions: Informative, Initiative and “Bridge Building” between client and Sales Engineer Closed questions: Are questions who only can be answered by a yes or a no Acceptation questions: Ask the client whether he agrees to the benefits, or if he accepts the advantage, or if he also wants to improve systems, save money etc. These are important to close!! ©Copy rights and property by M.O.S.E. 
  • 34. Workshop PSSC Module 2: Professional Client Meetings NEED ANALYSIS: IPE QUESTIONING TECHNIQUE  I = Information  Information questions with the goal to learn about important facts which we do not yet know, but need to know in order to build up our argumentation around the solution and added values  P = Pain  Questions who generate “head ache”, or “tooth pain”!. Goal: analyze needs!  E = Earnings  Questions who convince the client to agree on benefits and advantages and that he confirms part acceptations. Goal:  create needs!! ©Copy rights and property by M.O.S.E. 
  • 35. Workshop PSSC Module 2: Professional Client Meetings IPE QUESTIONS: INFORMATION ©Copy rights and property by M.O.S.E. 
  • 36. Workshop PSSC Module 2: Professional Client Meetings IPE QUESTIONS: PAIN  “HEADACHE” ©Copy rights and property by M.O.S.E. 
  • 37. Workshop PSSC Module 2: Professional Client Meetings IPE QUESTIONS: EARNINGS  “I WANT TO HAVE THIS!” ©Copy rights and property by M.O.S.E. 
  • 38. Workshop PSSC Module 2: Professional Client Meetings IPE QUESTIONS, AN EXAMPLE You, the Earning Information Pain Salesperson: Questions Questions Questions Proactive Selling - May I ask you… Ok, I have a great Do I see it right… how big is the solution for you this means a profit Product: harvest damage loss of which will save with the present approximately, if I you money sort? LABADIA see that right… and increase - Low storability: Of 50 – 75.000 p.a.? profit. Would that a problem for your Can you afford be interesting for clients ? this? you? “Quite unwelcome, I Well, that sounds The Client “…yes, that’s right. It must say. 50.000!” is a pity that we have indeed answers interesting…! Tell “Yes, we even lost to lose all that some…” money… and time!” me more, please. ©Copy rights and property by M.O.S.E. 
  • 39. Workshop PSSC Module 2: Professional Client Meetings IPE QUESTIONING TECHNIQUE I = Information What do you expect from Obtain question a professional supplier? information P = Pain What would you do with (“headache”) money saved when using Need analysis question our solution? Do I see it right, you could E = Earnings save even 10.000 in 3 (my profit) months when using our Need creation question products? His conviction  his decision ©Copy rights and property by M.O.S.E. 
  • 40. Workshop PSSC Module 2: Professional Client Meetings IPE QUESTIONING TECHNIQUE Work out in groups the following: - Describe typical IPE questions: Choose a product, and/or service Use the work form in tab 2 ©Copy rights and property by M.O.S.E. 
  • 41. Workshop PSSC Module 2: Professional Client Meetings WORKSHOP SUBJECT 4: PROFESSIONAL OBJECTION HANDLING ©Copy rights and property by M.O.S.E. 
  • 42. Workshop PSSC Module 2: Professional Client Meetings OBJECTIONS: THREAT OR CHANCE? Question: What are objections? Objections and obstacles: What is the difference? Which objections do you get? ©Copy rights and property by M.O.S.E. 
  • 43. Workshop PSSC Module 2: Professional Client Meetings OBJECTION HANDLING  5 STEPS 1. Active listening  Be interested in the client. Listen to what he says. Think on how to solve his problem, concentrate on his UBN! Don’t take it personal! Use your empathy: why is he reacting that way?? 2. Soften the objection  Do not deny! Show understanding for his situation. 3. Clarify  Ask whether you understood his objection correctly. Repeat his objection with his own words, but somewhat “milder”. 4. Challenge the objection  Verbal/non verbal reaction. Analyze the reason for his objection. 5. Close the objection!  Make sure that the client is not coming back again with the same objection. ©Copy rights and property by M.O.S.E. 
  • 44. Workshop PSSC Module 2: Professional Client Meetings OBJECTIONS: 5 CLASSIC ONES  Price  Too high  We already have a supplier  We have no budget  We don’t need to change  I have to think about it… ©Copy rights and property by M.O.S.E. 
  • 45. Workshop PSSC Module 2: Professional Client Meetings OBJECTION HANDLING MEANS TO SERIOUSLY FOCUS ON CLIENT’S NEEDS. 1. Active 2. Soften the 4. 5. Close 3. Clarify Listening! objection Challenge! Objection Chance to convince  Flow of objection handling ©Copy rights and property by M.O.S.E.
  • 46. Workshop PSSC Module 2: Professional Client Meetings OBJECTION HANDLING (EXAMPLE) Active Listening! (Concentrate on customer’s needs. Empathy: Why does he react like that?) KWS Good, Mr. Petersen, this was the presentation of my solution. What do you think? Customer Great… I like it! Professional. Customer But, a real huge amount of money I would have to invest… KWS ©Copy rights and property by M.O.S.E. 
  • 47. Workshop PSSC Module 2: Professional Client Meetings OBJECTION HANDLING (EXAMPLE) Soften the objection (Never ever deny!) KWS I understand what you are saying, Mr. Petersen. We all have to consider investments carefully. Customer Yes, sure… KWS Investments need to show a quick ROI, that’s what we want, right? ©Copy rights and property by M.O.S.E. 
  • 48. Workshop PSSC Module 2: Professional Client Meetings OBJECTION HANDLING (EXAMPLE) Clarify the objection (You don’t know yet why this reaction…. “just ask why!”) KWS May I ask you… our solution with high yield was what you requested, right? Customer Yes sure… but… it is a lot of money we have to invest! KWS If we put aside the investment for a moment… what do you think about the cost savings in the production, because the yield is much higher than you were used to? Customer It is crisis… We have to be careful with expenses. But the same time we know that we have to improve to safe the next season. KWS Yes, I understand what you mean. Lesser costs is crucial. Customer  Yes, right, we have to safe costs and improve yields! ©Copy rights and property by M.O.S.E.
  • 49. Workshop PSSC Module 2: Professional Client Meetings OBJECTION HANDLING (EXAMPLE) Challenge the objection! (Now you want to know it. You are the expert, “throw” facts on the table!) KWS If I could convince you of more advantages than higher yield… do we have a deal then? Customer Ok, obviously I did not understand everything yet, is there more then?? KWS Look, because of this sort I proposed, you not only get a higher yield, but you are also able to safe on production as well. Customer That would be fine… what exactly does it mean? KWS Based on our experience with similar projects and situations we find here, I think it can be an advantage of 15.000 plus for the next season, because of the facts I just presented to you. Customer Well, that makes me think… I mean, we are not able to ignore all these benefits! ©Copy rights and property by M.O.S.E. 
  • 50. Workshop PSSC Module 2: Professional Client Meetings OBJECTION HANDLING (EXAMPLE) Close the objection! (… otherwise it will raise again.) KWS May ask you… does this answer your concerns? Could I convince you? Customer Yes, of course. I did not think on all those facts. I think the savings are even more than you suggested. KWS Great that we have solved this point… let me suggest how to proceed now. Customer Yes, what’s next? When can you deliver? I suggest the following: KWS - I send you the contracts and order confirmation tomorrow, when this is OK with you. Let’s choose a date in our agendas for next week, then we meet again, OK? Customer Yes, let me grab my agenda… ©Copy rights and property by M.O.S.E. 
  • 51. Workshop PSSC Module 2: Professional Client Meetings OBJECTION: WE HAVE A SUPPLIER Active listening:  What is the real reason that the client says this? Soften  “I knew that a professional company as yours works together with good suppliers” Clarify:  “What is the biggest value you get from your supplier?”  “What is for you important when choosing a supplier?”  “If you in the present situation have to change something, what would that be?” Challenge:  “If I could offer you extra advantages regarding your present supplier, could that be a basis to do business with each other?” Close the objection:  “Ok, let’s go through some items to convince you what extra benefits you will get!” ©Copy rights and property by M.O.S.E. 
  • 52. Workshop PSSC Module 2: Professional Client Meetings OBJECTION: I HAVE TO THINK ABOUT IT Active listening:  If you get this objection the client is not yet convinced! Soften:  “It is important to consider important decisions, we all have to.” Clarify:  “May I ask you, when do you want to make the decision? Are there other persons in the decision making process or do you decide yourself?” Challenge:  “According to me you see added values in my proposal. Is there a subject which is not explained or of big interest to you?” Close the objection:  “Ok, I trust on a positive decision. May I call you (Date, time)?” ©Copy rights and property by M.O.S.E. 
  • 53. Workshop PSSC Module 2: Professional Client Meetings PROFESSIONAL OBJECTION HANDLING Work out in groups the following: - Choose per group 2 common objections occurring in your business - Write down step by step the handling of it. Use the work form in register 2 ©Copy rights and property by M.O.S.E. 
  • 54. Workshop PSSC Module 2: Professional Client Meetings WORKSHOP SUBJECT 5: PREVENTION OF OBJECTIONS ©Copy rights and property by M.O.S.E. 
  • 55. Workshop PSSC Module 2: Professional Client Meetings HOW TO PREVENT OBJECTIONS Question: What can we do in order to prevent objections?  Objections occur for different reasons and are most of the times positive  Buying signals!!  Ask sufficient, most of the time, open questions  Concentrate on the UBN unique buying needs of de client  Analyze needs  Create needs!  Professionally argue your FFBE benefits/earnings, solution and added values  Professional attitude and behavior! You are the expert, aren’t you??  Handle hesitations and questions of the client immediately  You have one mouth, but too ears: Listen to what they say! ©Copy rights and property by M.O.S.E. 
  • 56. Workshop PSSC Module 2: Professional Client Meetings HOW TO PREVENT OBJECTIONS /2  Don’t try to close too fast (that is hard selling)  Active listening  Design together a solution and action plan  Take into account issues like personality, way of thinking, culture etc. of your client. Empathy!  Focus on the problems, needs the client has  Avoid objections by:  Your positive attitude  Professional behavior  Convincing argumentation  Do not use a Sales Pitch!  Ask (good prepared) questions and listen!!  Always know (the handling of) the objections you might get! ©Copy rights and property by M.O.S.E. 
  • 57. Workshop PSSC Module 2: Professional Client Meetings PREVENTION OF OBJECTIONS Role playing: - Let’s exercise some examples out of your daily live - Who is the Sales Engineer, who the customer? - Which subjects?  Assignment  see following slide ©Copy rights and property by M.O.S.E. 
  • 58. Workshop PSSC Module 2: Professional Client Meetings ASSIGNMENT: ROLE PLAYING  Prepare for the following:  It is a prospect with quite some interesting ground: Huge!!  Ideal for MONDEO, high marketable yield!  What are your IPE questions?  focus on Pain & Earnings!  How do you handle the objections? ©Copy rights and property by M.O.S.E. 
  • 59. Workshop PSSC Module 2: Professional Client Meetings WORKSHOP SUBJECT 6: PROFESSIONAL CLOSING ©Copy rights and property by M.O.S.E. 
  • 60. Workshop PSSC Module 2: Professional Client Meetings WHAT ARE BUYING SIGNALS?  Buying signals are the chances to close and get the order! But we must recognize them and understand them.  Verbal buying signals:  The customer asks for instance for:  The delivery time  The price  Plays with the sample  Asks for referrals  Is interested in the delivery terms and conditions  Asks questions about the after sales service  Standard packaging size  Can it be delivered in blue  Etc. ©Copy rights and property by M.O.S.E. 
  • 61. Workshop PSSC Module 2: Professional Client Meetings WHAT ARE BUYING SIGNALS? /2  Non-verbal buying signals, for instance:  Observe good!  The body language of the client:  The expression of his face  I am interested, want to have this, greediness  The clients grabs the product as it is of him  Yes-saying head  Smiles, looks happy  Takes in an interested sitting position  Etc. ©Copy rights and property by M.O.S.E. 
  • 62. Workshop PSSC Module 2: Professional Client Meetings HANDLE OBJECTIONS  BUYING SIGNALS! Client his = Unique Buying His reaction!! Need: Advantage Profit Client his = His reaction!! Solution min Unique Buying Cost reduction Need: Progress Advantage solution and My Improvement Profit added value = His reaction!! Earning Solution Client hismin Etc. Cost reduction Buying My solution and Unique Progress Need: added value ImprovementAdvantage Earning Profit Etc. Solution min My solution and EtcCost reduction added value Progress Improvement Earning Etc. ©Copy rights and property by M.O.S.E. 
  • 63. Workshop PSSC Module 2: Professional Client Meetings TEST CLOSING: MEASURE THE “BUYING TEMPERATURE” = His reaction!! Client his Unique Buying Need: Advantage  Measure the Profit Solution min My solution “buying and added Cost reduction Progress value temperature” by Improvement Earning Test closing test closings. Etc.  Close the deal! Close! ©Copy rights and property by M.O.S.E. 
  • 64. Workshop PSSC Module 2: Professional Client Meetings CLOSING START’S ACTUALLY RIGHT IN THE BEGINNING: IT “EVOLUTIONIZES”!!  ©Copy rights and property by M.O.S.E.
  • 65. Workshop PSSC Module 2: Professional Client Meetings KEEP IN MIND! IMPORTANT: ©Copy rights and property by M.O.S.E. 
  • 66. Workshop PSSC Module 2: Professional Client Meetings THE TEST CLOSING  The right “buying temperature” arises, after  Coming fewer or no objections anymore  The client gives verbal and non-verbal buying signals  Whether the temperature is “good” and/of favorable, we don’t know (yet)  We have to test it, by place a test close:  The “yes question” ( closed question)  “Sir, do I get it right, you agree on the benefits?”  “Do you need the first shipment next month?”  “Can we deliver also in the weekend?”  At least 3 closed questions!  Answers the client all of them with a “yes”, then you have to close for the order! ©Copy rights and property by M.O.S.E. 
  • 67. Workshop PSSC Module 2: Professional Client Meetings CLOSING TECHNIQUES There are different closings possible. For instance the following:  The direct question  The alternative question  The reflex method  The win/win method  The write/fill-in method  The reduction method  The penalty method  The benefit method ©Copy rights and property by M.O.S.E. 
  • 68. Workshop PSSC Module 2: Professional Client Meetings CLOSING TECHNIQUES Question: What is the most simple question to close a deal?  Right! The direct question: “Can I have this order?”  Only a few salesmen do this, are brave enough to do so. Why is that?  You have come so far in your sales process:  The client is convinced of the solution and added value  There are no objections  The test close was successful  And now, you dare to ask for the order?  Try it once and you will be surprised! ©Copy rights and property by M.O.S.E. 
  • 69. Workshop PSSC Module 2: Professional Client Meetings CLOSING TECHNIQUES The alternative question  This is a very efficient closing technique:  “Do you take 2 pallets or do you prefer 1?”  “Do we have to deliver still in this quarter or in the 3rd one?”  “Do you take the motors with or without transmission belts?”  “Shall we organize the transport or do you pick it up yourself?”  “Do you take this car standard or including the winter package?”  “Can we start implementation in June or will we start in July?”  “Do you want the total package or without insurance?” ©Copy rights and property by M.O.S.E. 
  • 70. Workshop PSSC Module 2: Professional Client Meetings CLOSING TECHNIQUES The reflex method  The client asks: “Can you deliver it in our special green bags within 2 weeks from now?”  Your answer: “Of course! I take the bags with me right now and we put it on our next transport which will leave Wednesday already!” ©Copy rights and property by M.O.S.E. 
  • 71. Workshop PSSC Module 2: Professional Client Meetings CLOSING TECHNIQUES The win/win method  A question which always means an advantage for the client:  “Do you pay within 2 weeks or do you prefer our financing facility?”  “Shall we send it today by reimbursement or do you make a prepayment?”  “Shall we deliver against 2% discount payment within 2 weeks or 30 days net?” ©Copy rights and property by M.O.S.E. 
  • 72. Workshop PSSC Module 2: Professional Client Meetings CLOSING TECHNIQUES The write/fill-in method  This method is efficient but also bears risks. Besides that it needs a portion of professionality and courage of the salesman.  If you are sure that the customer will buy, you just start with filling in the order and/or contract and ask him to sign it. ©Copy rights and property by M.O.S.E. 
  • 73. Workshop PSSC Module 2: Professional Client Meetings CLOSING TECHNIQUES The reduction method  This is a method where you divide the investment by the time the product/service is used.  Making marginal costs by, for instance:  “I know that 5000 is quite an investment, but if the live cycle is 7 years this is less than 60 per month. What do you think?”  “65000 is not nothing for this car. But 5 years later the resell value is much higher than with other brands… and this is important for you, isn’t it?” ©Copy rights and property by M.O.S.E. 
  • 74. Workshop PSSC Module 2: Professional Client Meetings CLOSING TECHNIQUES The penalty method  By use of this method you inform the client that if he is ordering later the price will be higher.  “If we can deliver before (date) then the price is still the old one, which is 5,2% less.”  “In this action which runs until end of this month the transport is free.”  “With an order of 2 pallets I can offer you an extra discount, but then you have to place the order before 17.00.”  “As from (date) on we increase prices, if you order now we can still produce against the existing conditions.” ©Copy rights and property by M.O.S.E. 
  • 75. Workshop PSSC Module 2: Professional Client Meetings CLOSING TECHNIQUES The benefit method  With this method you repeat the advantages and benefits for the client (which he has accepted) and weighing it against small disadvantages in this solution.  “The location of this house is exactly what you where looking for since months. The kitchen is big, the garden direction south etc. Ok, the guest room is small but you are using it less than 5 days a year. Do you really want to drop all the benefits because of a small gust room?” ©Copy rights and property by M.O.S.E. 
  • 76. Workshop PSSC Module 2: Professional Client Meetings ROUND TABLE DISCUSSION What do you think about “closing techniques”? What are your experiences: tell us! Use the work form in register 2 for your personal notes ©Copy rights and property by M.O.S.E. 
  • 77. Workshop PSSC Module 2: Professional Client Meetings PAP PERSONAL ACTION PLAN Please describe individually the following: -Your personal action plan: - Which 3 subjects learned in this workshop are most important to me? - What do I do different as from tomorrow on? Please also fill in the evaluation form and hand it to me, thanks!! Use the work form in register 3 ©Copy rights and property by M.O.S.E. 
  • 78. Workshop PSSC Module 2: Professional Client Meetings ©Copy rights and property by M.O.S.E.