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8

8-1

Closing the Sale and Follow-up

CLOSING THE SALE AND FOLLO -!"

8-2

CLOSING THE SALE AND FOLLO -!"

Lea#ning O$%e&ti'es
( De)ine &losing and e*plain how &losing )its into the #elationship-selling +odel ( !nde#stand di))e#ent &losing +ethods and p#o'ide e*a+ples o) ea&h ( Dis&uss the &on&ept o) #e%e&tion and wa,s to deal with it ( Identi), 'a#ious non'e#$al $u,ing signals ( -now when to t#ial &lose

8-3

CLOSING THE SALE AND FOLLO -!"

Lea#ning O$%e&ti'es
( .e&ogni/e and a'oid &o++on &losing +ista0es ( E*plain aspe&ts o) )ollow-up that enhan&e &usto+e# #elationships

8-4

CLOSING THE SALE AND FOLLO -!"

Selling is Not a Linea# "#o&ess


( The &lose should $e pa#t o) a natu#al p#og#ession o) the dialogue with the &usto+e# ( !se &losing s0ills at the appropriate point in the &usto+e# dialogue 1 not just at the end ( !se a&ti'e listening s0ills to identi), &usto+e# $u,ing signals 2'e#$al and non'e#$al3 th#oughout the sales &all 1 e*a+ples a#e gi'en on late# slides
8-5

CLOSING THE SALE AND FOLLO -!"

Selling is Not a Linea# "#o&ess


( Ta0e the &usto+e#4s pe#spe&ti'e in &losing ( !se the $est app#oa&h to &losing5 $ased on the &i#&u+stan&es

8-6

CLOSING THE SALE AND FOLLO -!"

Closing 6ethods
( ( ( Assu+pti'e Close ( 6ino# "oint Close ( Alte#nati'e Choi&e Close ( ( Di#e&t Close 7alan&e Sheet Close 7u,-Now Close Su++a#,-o)7ene)its Close

8-7

CLOSING THE SALE AND FOLLO -!"

Assu+pti'e Close
Allows the salespe#son to 'e#$ali/e the assu+ption to see i) it4s &o##e&t8
( 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 4 to meet your specifications. Ill call and reser!e one for you.
8-8

CLOSING THE SALE AND FOLLO -!"

6ino# "oint Close


Fo&uses the $u,e# on a s+all ele+ent o) the de&ision8
( "hat color do you prefer# ( $o you want to use our special credit terms# ( "hen would you like our technical crew to do the installation#

8-9

CLOSING THE SALE AND FOLLO -!"

Alte#nati'e Choi&e Close


Gi'es the $u,e# +ultiple 'ia$le options8
( "hich works %est for your application& Model '' or Model ( # ( "ould you like this deli!ered tomorrow& or would Monday %e %etter# ( $o you want it with or without the ser!ice agreement#

8-10

CLOSING THE SALE AND FOLLO -!"

Di#e&t Close
Si+pl, as0s )o# the o#de#8
( It sounds to me as though you are ready to make the %uy. Lets get the order into the system. ( If there are no more )uestions I can answer& I would sure like us to do %usiness today. "hat do you say#

8-11

CLOSING THE SALE AND FOLLO -!"

Su++a#,-o)-7ene)its Close
.e'iews the $ene)its a&&epted5 #e+inds $u,e# wh, the, a#e i+po#tant5 then as0s )o# the o#de#8
( Ms. *uyer& we!e agreed that our product will su%stantially upgrade your technical capa%ilities& allow you to attract new %usiness& and all the while sa!e you money& isnt that right# Lets go ahead and place the order today. I will ha!e my ser!ice technician out to train your staff ne+t week.
8-12

CLOSING THE SALE AND FOLLO -!"

7alan&e Sheet Close


2 &olu+n list8 9.easons )o# 7u,ing: and 9.e+aining ;uestions<: Helps )ind out what4s holding the p#ospe&t $a&0<
( Mr. *uyer& lets take a few minutes to list out and summari,e the reasons this purchase makes sense for you& and also list any remaining )uestions you may ha!e. -his will help us make the right decision.
8-13

CLOSING THE SALE AND FOLLO -!"

7u,-Now Close
C#eates a sense o) u#gen&, with the $u,e# 2#eason +ust $e honest38
( "e ha!e a price increase on this product effecti!e in two weeks. .rders placed today can %e guaranteed to ship at the current price. ( My company is running a special this week. -his product is currently '/ percent off the regular price. ( Im almost out of stock on this product in our warehouse.
8-14

CLOSING THE SALE AND FOLLO -!"

Dealing with .e%e&tion


=< .e+e+$e# the di))e#en&e $etween sel)-wo#th and pe#)o#+an&e 2< Engage in positi'e sel)-tal0 >< Don4t assu+e you a#e the p#o$le+ ?< "ositi'el, anti&ipate the possi$ilit, o) #e%e&tion and it will not o'e#whel+ ,ou @< Conside# that the de&ision not to $u, +a, ha'e unde#l,ing #easons
8-15

CLOSING THE SALE AND FOLLO -!"

Attitude is I+po#tant
( Attitude 1 state o) +ind o# )eeling with #ega#d to a pe#son o# thing ( A positi'e attitude &o+$ined with tena&it, &loses +o#e sales

8-16

CLOSING THE SALE AND FOLLO -!"

Ae#$al 7u,ing Signals


( hen the &usto+e#8
( Gi'es positi'e )eed$a&0 1 I like the new features you descri%ed. ( As0s Buestions 1 "hat colors does it come in# ( See0s othe# opinions 1 "ho are some other firms that ha!e %ought your product recently#
8-17

CLOSING THE SALE AND FOLLO -!"

Ae#$al 7u,ing Signals


( hen the &usto+e#8

( "#o'ides pu#&hase #eBui#e+ents 1 My orders must %e split among four warehouses.

8-18

CLOSING THE SALE AND FOLLO -!"

Non'e#$al 7u,ing Signals


( 7u,e# is #ela*ed5 )#iendl,5 open ( 7u,e# $#ings out pape#wo#0 to &onsu++ate pu#&hase ( 7u,e# e*hi$its positi'e gestu#esCe*p#essions ( 7u,e# pi&0s up sa+ple andCo# lite#atu#e and e*a+ines it
8-19

CLOSING THE SALE AND FOLLO -!"

T#ial Close
( Can $e used at any time du#ing the sales p#o&ess ( 6a, eli&it a negati'e #esponse $e&ause $u,e# is not #ead, to pu#&hase ( A trial &lose that wo#0s $e&o+es the &loseD
8-20

CLOSING THE SALE AND FOLLO -!"

Co++on Closing 6ista0es


( 7ad attitude ( Ine))e&ti'e p#eapp#oa&h ( Not listening ( 9One si/e )its all: app#oa&h ( !n&e#taint, a$out post-&losing a&tion
8-21

CLOSING THE SALE AND FOLLO -!"

Co++on "ost-Sale Co+plaints


( "#odu&t deli'e#, ( C#edit and $illing ( Installation o) eBuip+ent ( Custo+e# t#aining ( "#odu&t pe#)o#+an&e
8-22

CLOSING THE SALE AND FOLLO -!"

Handling "ost-Sale "#o$le+s


( Listen &a#e)ull, to the &usto+e# ( Ne'e# a#gue ( Alwa,s show e+path, ( Don4t +a0e e*&uses

8-23

CLOSING THE SALE AND FOLLO -!"

Handling "ost-Sale "#o$le+s


( 7e s,ste+ati& ( 6a0e notes a$out e'e#,thing ( E*p#ess app#e&iation

8-24

CLOSING THE SALE AND FOLLO -!"

Othe# -e, Follow-!p A&ti'ities


( Custo+e# satis)a&tion ( Custo+e# #etention and lo,alt, ( .ee*a+ine the 'alue added ( .eset &usto+e# e*pe&tations as needed

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