When Should I Pop the Question? Closing is the process of helping people make a decision that will benefit them

Before You Close, What Should Be Done? Ask a trial close question

Why Ask a Trial Close Before You Close? To determine if ready to buy, plus what? To determine if there are Objections Questions

Let’s Review! When Are the Times to Use a Trial Close? 1. After making a strong selling point in the presentation 2. After the presentation but before the close 3. After answering an objection 4. Immediately before you move to close the sale

Let’s Review! What Does the Trial Close Allow You to Determine? 1. Whether the prospect likes your product’s FAB - the strong selling point 2. Whether you have successfully answered the objection 3. Whether any objections remain 4. Whether the prospect is ready for you to close the sale

If Objection Arises After the Close Move into your presentation Close the sale Prospect raises an objection Response to the objection Use a trial close

Let’s Review: The Parallel Dimensions of Selling* Selling Process Buyer’s Mental Steps Presentation Discuss Product Present Marketing Plan Explain Business Prop. Suggest Purchase Prospecting Money Authority Desire Discuss Product Show Feature Explain Advantage Lead Into Benefit Let Customer Talk Preapproach Present Marketing Plan Availability, Delivery, Guarantee, Installation, Maintenance, Promotion, Training, Warranty Explain Business Prop. List Price, Shipping Cost, Discounts, Financing, ROI, Value Analysis Attention Approach Suggest Purchase Product, Quantity, Features, Delivery, Installation, Price Presentation Interest Trial Close Desire Determine Objections Conviction Meet Objections Trial Close Close Purchase Follow-up & Service

Exhibit 13-1: Close When the Prospect is Ready

Reading Buying Signals A buying signal is anything that prospects say or do indicating they are ready to buy Asks questions Asks another person’s opinion Relaxes and becomes friendly Pulls out a purchase order form Carefully examines merchandise

Exhibit 13-2: Answering a Prospect’s Buying Signal Question with a Question

Exhibit 13-3 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

What Makes a Good Closer? Ask for the order and be quiet Get the order—then politely leave!

How Many Times Should You Close? Must be able to use multiple closes Three closes is a minimum You will learn how without being pushy

Closing Under Fire The first “no” from the prospect isn’t necessarily an absolute refusal to buy

Difficulties With Closing Closing is the easiest part of the presentation Salespeople may fail to close because They are not confident in their ability to close They determine that the prospect does not need the quantity or type of merchandise, or that the prospect should not buy They may not have worked hard enough in developing a customer profile and customer benefit plan

Exhibit 13-5: Twelve Keys to a Successful Closing

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 Should be carefully studied

Exhibit 13-7: Techniques for Closing the Sale: Which Close Should be Used?

Prepare Several Closing Techniques The alternative-choice close is an old favorite The assumptive close The compliment close inflates the ego The summary-of-benefits close is most popular The continuous-yes close generates positive responses The minor-points close is not threatening The T-account or balance sheet close was Ben Franklin’s favorite

Prepare Several Closing Techniques cont… The standing-room-only close gets action The probability close The negotiation close The technology close

Example: The Alternative-Choice Close is an Old Favorite “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 And 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

“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

“Would you prefer the Xerox 6200 or 6400 copier?” If you see 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

Prepare a Multiple-Close Sequence Different closing techniques work best for certain situations Multiple closes incorporate techniques for overcoming objections

Prepare a Multiple-Close Sequence By keeping several difficult closes ready in any situation, you are in a better position to close more sales Multiple closes incorporate techniques for overcoming objections

Exhibit 13-9a: Multiple Closes Incorporating Techniques for Overcoming Objections

Exhibit 13-9b: Multiple Closes Incorporating Techniques for Overcoming Objections

Close Based on the Situation Different closing techniques work best for certain situations Customer is indecisive Customer is expert or egotistical Customer is hostile Customer is a friend Customer has predetermined beliefs Customer is greedy, wants a deal

Exhibit 13-10: Examples of Closing Techniques Based on Situations

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

Approach Presentation Trial Close Determine Objections Meet Objections If After Your Presentation You Received a Positive Response to Your Trial Close, What Would You Do?* Approach Presentation Trial Close Determine Objections Meet Objections Trial Close Close

Approach Presentation Trial Close Determine Objections Meet Objections If After Your Presentation You Received a Negative Response to Your Trial Close, What Would You Do?* Approach Presentation Trial Close Determine Objections Meet Objections Trial Close Close

Approach Presentation Trial Close Determine Objections Meet Objections If After You Meet the Objection You Received a Positive Response to Your Trial Close, What Would You Do?* Approach Presentation Trial Close Determine Objections Meet Objections Trial Close Close Close Close Close Close Close Close Close Close Close Close Close Close Close Close Close

Approach Presentation Trial Close Determine Objections Meet Objections If After You Meet the Objection You Received a Negative Response to Your Trial Close, What Would You Do?* Approach Presentation Trial Close Determine Objections Meet Objections Trial Close Close

If After You Close You Receive a Negative, What Would You Do?* Approach Presentation Trial Close Determine Objections Meet Objections Trial Close Close