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Closing the Sale Part 1
- 2. Know, Want to know, Learned 2
- 3. 4
- 4. Are you traveling light or heavy? Flying? An ocean voyage? 5
- 5. 6
- 6. Fill out the paperwork needed for shipping, complete the quote, etc. Assume the prospect will be a customer. Just take the order, answer questions, and serve the customer. 7
- 7. Ask questions and then be quiet and listen. Two reasons: 1. It is bad manners to ask a question and then not allow time for a response. 2. If you listen, the prospect will tell you how to sell/serve him or her. 8
- 8. Narrow the selection down to two possible options. “Did you want to purchase just the panels or did you also want to include the trim and accessories?” “Did you want that in forest green or do you prefer the copper penny?” 9
- 9. Simply present two dates or two times that you might do business. Example: “Are you ready to place the order now or is this afternoon at 1:00 better for you?” 10
- 10. Let the prospect experience the product or service with the promise that if they are pleased, they will purchase it. Example: Taking a car home overnight to let the family and friends experience it. Taking a puppy home (no one brings a puppy back!) 11
- 13. Definition - The point in the process at which the customer agrees to buy. According to Jeff Thull, president and CEO of Prime Resource Group, this is an obsolete view of closing. 14
- 14. Closing Stages in the Process Follow up 15
- 15. Sales Process Communications Process “Closing is the ultimate reason for the process.” 16
- 16. 17 CHANGE
- 18. DISCOVERY Ensure that the customer is a fit for our services. Know your audience. Ask questions to gain a good understanding of what they really want. Listen Carefully! 19
- 19. DIAGNOSIS Help customers understand their inefficiencies and performance gaps. Maximize customer’s awareness and dissatisfaction with their current situation. Are they unhappy enough to take action? 20
- 20. DESIGN This stage brings desired clarity to the question, “How do we get there?” 21
- 21. DELIVERY After the customer commits, we deliver the products and services. 22
- 23. The after party of closing the sale. 24
- 24. “Never be so desperate for a sale today that we don’t care about what happens tomorrow.” CEO, Dale Carnegie 25
- 25. 26
- 26. 27
- 27. 28
- 28. 29
- 29. 30
- 30. 31
- 31. KWL 32
Editor's Notes
- Relax! You are going to be surprised how much of this you already know. We are doing so many things really well. Our success proves it. These sessions are designed to help us continue to improve on little things that will make a big difference!
- Use the KWL chart provided to record what you already know, want to know, and what you learned while we are going through this session.
- Milking Machine – The greatest salesman sold a milking machine to a farmer with just one cow, then took the cow as a down payment! Bragging – Two salesmen met while on a cruise recently. The first said, “Just before we sailed, I sold GE $1 million in cardboard boxes.” The second said, “That is nothing. I run a clothing store. The day before we sailed, a woman came in to buy a suit to bury her husband in and I sold her a second pair of pants!”
- After he had gathered all of the necessary information to fully understand the customer’s needs, then he makes a recommendation based on what he has learned. How would this have gone if he hadn’t asked those questions? What is one specific thing that he learned that influenced his recommendation? What is the result when your recommendation meets all of the customer’s needs? What questions do we need to ask to gain better understanding of the customer’s needs?
- Here we are going to discuss the different types of closing. This is the “what” part. Is how you do something as important as what you do? In another session, we will discuss the “how”.
- Most sales should end this way. Do it with a smile! Laugh and have fun!
- Sometimes silence feels uncomfortable. That’s okay because this discomfort is what will move the prospect to begin talking. This is called the pregnant pause because it gives birth to the sale.
- Some people just have a hard time making a decision. Narrowing the choices makes it easier for them.
- Nothing is real until it is on my calendar. What if the customer wants to wait? What might you ask?
- How could this apply to our situation? Come into our showroom. Provide them with locations of metal roofs for them to go look at. Virtual app that lets them see what their house would look like with different types of metal roofs and colors?
- Start with the end in mind. If we do not close the deal, either now or later, then we are wasting a lot of time.
- Create a mutually beneficial, long-term relationship. What does it mean to add value? How can we add value when assisting customers? Gobbles. Know your customers! Wifi, sweetener, nights, weekends, pick up service, trip to IN.
- Immediate success that fades vs. building trust and long-term relationships that pay dividends for many years to come. If you believe closing is the ultimate event, you will be limited in your success. Closing the deal is not the end of the game. It is just halftime. How we treat them after they have agreed to buy and how we continue to service them is the work of the second half. Continue to make them aware of “great deals” and “special offers”. Respect your customers and their intelligence. The best sales call is when you are not trying to sell anything!
- Our goal is to provide products and services that will make our customers successful. How can we help our customers be successful?
- If we don’t close, we lost. The sales process is a series of decisions. Does it matter why they are buying our products? Does it matter what the materials are going on? We are trying to achieve mutual clarity and understanding by answering questions each step of the way.
- Change can be hard and even scary, but it can also be exciting! Raise your hand if you like change. For those of you who said, “no”. Why? What if I told you that everyone likes change and I can prove it? Understand the decisions a customer must make as they move from not having a solution to acquiring and using our solution. If at any point the decision does not support going forward, STOP!
- The four D’s of Doing the Deal.
- Do your homework! Learn characteristics, background, and preferences of the prospect. Make our solution more relevant and receptive than others. How can you learn about them? It has to be in the best interest of both parties. What are the characteristics and demographics of this prospect? Are they facing some of the same issues as similar customers? After you understand what they want and what they need, fulfill their needs. What we want is irrelevant. What they want and what they need is all that matters. Our job is to help them make the very best decision based on the circumstances.
- We do this by asking questions that lead them to the discovery that their current situation is not working or not working well. What happens if you wait? What happens if you solve this problem? What happens if you don’t? What is this problem costing you? What is in it for you? 2 Reasons Why Customers Don’t Buy. They don’t think they have a problem or the problem is insignificant. They don’t believe our solution is better.
- What do they want it to look like? What is the best way to make it happen? What are they willing to invest? When do they want to begin seeing results? Are there factors that would create a sense of urgency? How will they know the new solution is working?
- We assure our customer’s success by executing our solution. On time / On point Not just the first time, but every time. Every decision that has not been made leaves a gap. Every gap is a reason not to buy. Our job is to eliminate the gaps.
- It is simply the expected conclusion to our conversation.
- Whether we were successful in closing the sale or not, we should always follow up with the customer. What can we learn? How can we improve? Has anything changed? How is the solution they chose working? Is there still an opportunity for part of the business?
- The most successful people in business are those who have residual business. Credibility is very important in repeat business. Once the customer is convinced that you are not just trying to sell him/her something just because you need to sell something, then you take the first step in becoming a trusted advisor. The customer must know that we have his/her best interest in mind and are trying to help them solve a problem with the best solution possible.
- Here are 5 easy actions that will lead to closing more opportunities.
- The Question Behind the Question by John G. Miller Ask, Don’t Tell. Be natural. Be truly interested. Don’t interrogate. Even the most guarded people will open up and tell you what is really going on if they feel you are truly interested, can help, and can be trusted.
- “Now that we have answered your questions, would you like to start taking advantage of our products and services today?” “Are there any other questions I can answer for you?” Work with a partner to create a good question for you to use. Take 2:37 seconds to discuss.
- Customers, like individuals, don’t want to feel like they are the only ones doing it. They want to know that there are other satisfied customers out there happily choosing to use this solution.
- Emphasize what they are missing out on by waiting. Offer an incentive for purchasing today? These have not been approved by sales and are examples for our discussion only! “This estimate is good for only 30 days and then will have to be re-quoted with current pricing.” “The recent tariffs on imported goods has caused the price of metal to increase. Would you like to take advantage of the current lower prices today?” “Because of a great deal we made on Roof Commander, we are passing the savings on to you by offering a 10% discount if you purchase within the next two weeks.” “We purchase screws by the shipping container load and have the best prices around! For a limited time, if you buy 3 bags, you get one free!” Allow time to decide. If they need time, provide contact information, details of the limited time offer, and a specific time to follow up. Be confident in knowing our solution is the best. Which means what? We expect them to do business with us.
- “May I assist you in placing the order?” “Yes” – place the order while continuing to ask questions that will uncover opportunities that may not have been discussed. “What is the metal going on? Do you need lathing strips and underlayment? We provide flashing and pipe boots as well. Would you like for me to add them to the order for you? “No” – that means there is at least one decision that has not yet been made and it is creating a gap. This gap is a reason not to buy. “What are you still unsure about?” “What other information may I provide to help you?” We have to uncover the decision, help them make it by providing more information, close the gap, and eliminate the reason not to buy.
- Reflect on what you have learned. Exit ticket. What is at least one concept that you already are doing whether you knew it or not? What is at least one new strategy that you can implement immediately? What is at least one thing you would like to know more about?