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CLOSING THE SALE AND FOLLOW-UP

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How to do sell very well

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CLOSING THE SALE AND FOLLOW-UP

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What is clsoing

the relationship-selling model


Understand different closing methods and provide examples of each Discuss the concept of rejection and ways to deal with it Identify various nonverbal buying signals Know when to trial close

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Objectives

Recognize and avoid common closing mistakes


Explain aspects of follow-up that enhance customer relationships

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Selling is Not a Linear Process

Take the customers perspective in closing

Use the best approach to closing, based on the circumstances

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Closing Methods

Assumptive Close

Summary-ofBenefits Close Balance Sheet Close Buy-Now Close

Minor Point Close


Alternative Choice Close Direct Close

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Assumptive Close

Allows the salesperson to verbalize the assumption to see if its correct:


I can ship it to you on Monday. Ill go ahead and schedule that. Lets get this paperwork filled out so we can get the order into the system. You need Model 455 to meet your specifications. Ill call and reserve one for you.
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Minor Point Close

Focuses the buyer on a small element of the decision:


What color do you prefer? Do you want to use our special credit terms? When would you like our technical crew to do the installation?

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Alternative Choice Close

Gives the buyer multiple viable options:


Which works best for your application, Model 22 or Model 35? Would you like this delivered tomorrow, or would Monday be better? Do you want it with or without the service agreement?

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Direct Close

Simply asks for the order:


It sounds to me as though you are ready to make the buy. Lets get the order into the system.

If there are no more questions I can answer, I would sure like us to do business today. What do you say?

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Summary-of-Benefits Close

Reviews the benefits accepted, reminds buyer why they are important, then asks for the order:
Ms. Buyer, weve agreed that our product will substantially upgrade your technical capabilities, allow you to attract new business, and all the while save you money, isnt that right? Lets go ahead and place the order today. I will have my service technician out to train your staff next week.
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Balance Sheet Close

2 column list: Reasons for Buying and Remaining Questions. Helps find out whats holding the prospect back.
Mr. Buyer, lets take a few minutes to list out and summarize the reasons this purchase makes sense for you, and also list any remaining questions you may have. This will help us make the right decision.
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Buy-Now Close

Creates a sense of urgency with the buyer (reason must be honest):


We have a price increase on this product effective in two weeks. Orders placed today can be guaranteed to ship at the current price. My company is running a special this week. This product is currently 20 percent off the regular price. Im almost out of stock on this product in our warehouse.
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Dealing with Rejection

1. Remember the difference between selfworth and performance


2. Engage in positive self-talk 3. Dont assume you are the problem 4. Positively anticipate the possibility of rejection and it will not overwhelm you 5. Consider that the decision not to buy may have underlying reasons
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Attitude is Important

Attitude state of mind or feeling with regard to a person or thing A positive attitude combined with tenacity closes more sales

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Verbal Buying Signals

When the customer:


Gives positive feedback I like the new features you described.
Asks questions What colors does it come in? Seeks other opinions Who are some other firms that have bought your product recently?

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Verbal Buying Signals

When the customer:

Provides purchase requirements My orders must be split among four warehouses.

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Nonverbal Buying Signals

Buyer is relaxed, friendly, open

Buyer brings out paperwork to consummate purchase Buyer exhibits positive gestures/expressions Buyer picks up sample and/or literature and examines it
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Trial Close

Can be used at any time during the sales process May elicit a negative response because buyer is not ready to purchase A trial close that works becomes the close!

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Common Closing Mistakes

Bad attitude

Ineffective preapproach
Not listening One size fits all approach Uncertainty about post-closing action
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Post-Sale Complaints

Product delivery

Credit and billing


Installation of equipment Customer training Product performance
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