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  • 1. McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
  • 2. Closing Begins the Relationship Chapter 13
  • 3. When Should I Pop the Question?
    • Closing is the process of helping people make a decision that will benefit them
    • There are no magic phrases and techniques to use in closing a sale
    • Close when the prospect is in the conviction stage of the mental buying process
  • 4. Reading Buying Signals
    • A buying signal is anything that a prospect says or does to indicate that he is ready to buy
      • Asking questions
      • Asking another person’s opinion
      • Relaxing and becoming friendly
      • Pulling out a purchase order form
      • Carefully examining merchandise
  • 5. What Makes a Good Closer?
    • A good closer:
      • Asks for the order and then remains quiet
      • Gets the order and moves on!
  • 6. Exhibit 13.3: The Moving Selling Process
    • A positive response to the trial close indicates a move toward the close
    • A negative response means return to your presentation or determine the prospect’s objections
  • 7. How Many Times Should You Close?
    • You must be able to use multiple closes
    • Three closes is a minimum
      • You will learn how without being pushy
  • 8. Closing Under Fire
    • The first “no” from the prospect isn’t necessarily an absolute refusal to buy
  • 9. Difficulties With Closing
    • Closing is the easiest part of the presentation
    • Salespeople may fail to close because:
      • They are not confident in their abilities to close
      • Prospect does not need the quantity/type of merchandise
      • Improper development of customer profile and customer benefit plan
  • 10. Prepare Several Closing Techniques
    • Alternative-choice close
      • Which do you prefer?
      • Would you prefer X or Y?
    • Assumptive close
      • Assumes prospect will buy
    • Compliment close
      • Inflates the ego
  • 11. Prepare Several Closing Techniques
    • Summary of Benefits close
      • FAB’s
    • Continuous Yes close
      • Develop a series of ?’s that the prospect must answer
    • Minor-Points close
      • Make a low-risk decision
    • T-Account close
      • Pros vs. Cons
  • 12. Prepare Several Closing Techniques, cont…
    • Standing Room Only close
      • Motivate prospect to act immediately
      • State that there is low inventory, not enough supply…
    • Probability close
      • Get a % confirmation of buying
    • Negotiation Close
      • Compromise
  • 13. Example: The Alternative-Choice Close
    • “ Would you prefer the Xerox 6200 or 6400 copier?”
    • Study this question – it assumes:
      • The customer has a desire to buy one of the copiers
      • The customer will buy
    • It allows the customer a preference
    • It provides a choice between products, not between a product and nothing
    • By presenting a choice, you receive a “yes” decision or uncover objections
  • 14. “ Would you prefer the Xerox 6200 or 6400 copier?”
    • “ I’m not sure,” says the customer (still in the desire stage)
    • Continue with your FABs
  • 15.
    • If you see the customer likes both 6200 and 6400 and appears indecisive, you can ask:
      • “ Is there something you are unsure of?”
    • This question probes to find out why your prospect is not ready to choose
    “ Would you prefer the Xerox 6200 or 6400 copier?”
  • 16. Prepare a Multiple-Close Sequence
    • Different closing techniques work best for certain situations
    • Multiple closes incorporate techniques for overcoming objections
  • 17. Prepare a Multiple-Close Sequence, cont…
    • Keeping several closes ready puts you in a better position to close.
    • For Example:
      • Begin with a summary close.
      • If the buyer says no, rephrase the objection; then use an alternative-choice close.
      • If the buyer says no again and does not give a reason, you could use the five-question sequence method for overcoming objections.
  • 18. Research Reinforces These Sales Success Strategies
    • Common salesperson mistakes resulting in unsuccessful sales calls
      • Tells instead of sells, doesn’t ask enough questions
      • Over-controls the call, asks too many closed-end questions
      • Doesn’t respond to customer needs with benefits
      • Doesn’t recognize needs, gives benefits prematurely
      • Doesn’t recognize or handle negative attitudes effectively
      • Makes weak closing statements, or doesn’t recognize when or how to close
  • 19. Keys to Improved Selling
    • Ask questions to gather information and uncover needs
    • Recognize when a customer has a real need
    • State how the benefits of the product or service can satisfy the need
    • Recognize and handle negative customer attitudes promptly and directly
    • Use a benefit summary and an action plan requiring commitment when closing
  • 20. The Business Proposition and the Close
    • For some salespeople, the discussion of the business proposition provides an excellent opportunity to close.
    • Use a Visual Aid to Close
      • Visual aids work well for both discussing the business proposition and closing.
  • 21. Closing Begins the Relationship
    • When you make a sale for the first time, you change the person or organization from a prospect to a customer.
  • 22. There are Eleven Closing Techniques in This Chapter, Each:
    • Is different
    • Can be used with other closing techniques
    • Helps you be a better communicator
    • Helps you better serve others
  • 23. Which Closing Technique Should I Use?
    • To answer that question you should first:
      • Determine your approach
      • Create your presentation, then
      • Determine how best to close
  • 24.
    • Ideally, the salesperson should wait for signs that the person is in the conviction stage because a buyer in this stage typically:
      • Has a strong conviction that you can be trusted
      • Feels the product will fulfill needs or solve problems
      • Will reveal real concerns due to trust
    Getting Ready to Close
  • 25. If You Close and Receive an Objection, What Should You Do?
    • Find out what the objection is
  • 26. After You Find Out What the Objection Is and Answer It, What Should You Do Next?
    • Ask a trial close to determine if you have overcome the objection
  • 27. If You Have Closed, Had an Objection Arise and Effectively Handled the Objection, What Should You Do Next?
    • Close again!
    • This is why you need a multiple-closing sequence
  • 28. When You Do Not Make the Sale
    • Know that you cannot always sell everyone
    • Don’t take buyer’s denial personally
    • Be courteous and cheerful
    • Leave the door open