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

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

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

4. 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

5. 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

6. 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

7. 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

8. Exhibit 13-1: Close When the Prospect is Ready

9. 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

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

11. 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

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

13. 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

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

15. 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

16. Exhibit 13-5: Twelve Keys to a Successful Closing

17. 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

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

19. 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

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

21. 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

22. “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

23. “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

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

25. 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

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

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

28. 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

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

30. 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

31. 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

32. 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

33. 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

34. 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

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