1. Objectives for The Close Understand what is difficult about the close for most people & how can it be overcome. (Ch10, Q#1) When is the best time to obtain commitment? Describe some buying signals. (Ch10, Q#2) Explain a trial close and incremental closes when should it be used. (Ch10, Q#3) What are common mistakes relative to closing a sale? (Ch10, Q # 4) Match 5 closing techniques with their proper use situation. (Ch10, Q#5) List the basic steps for setting customer expectations after the sale. (Ch#10, Q # 6)

2. Chapter 8 2 What is the “Close?” Close – (v) to unite; to reach an agreement. Closing in the sales process can have two meanings: ______________________________________ Asking for the order transforms prospects into customers Agreeing to the next step keeps the problem solving process going

3. Buyers want to buy, Reliance on closing techniques may. No commitment, no sale. ________________________________. 12-3 Obtaining Commitment Today Selling Chapter #12 McGraw-Hill/Irwin

4. The CLOSE The Close is: –Realizing your sales call ________________ –Obtaining a commitment from the prospect –Often involves getting the order or an agreement to a trial or plan. The close transforms ___________ into _________ The close is the gauge for success of your sales call. –Did you accomplish or exceed what you set out to accomplish? –Builds on good.. Preparation, Opening, Presentation & handling objections. –The close motivates the prospect to __________________

5. Closing is challenging for many salespeople because –Asking for the order is the __________________ –-indicates success or failure –__________________________________________ –It’s difficult to ask people to _________their _________ resources –The salesperson may not be _____________________________________________ The CLOSE (Ch10, Q#1)

6. Chapter 8 6 Asking for the Order “Asking for money” may seem _________________ The only way for your customer to gain the __________________________________________ When they do not get the benefits that you believe strongly are possible … _______________________ 6

7. Chapter 8 7 Asking for the Order Consider that... The customer has spent time with you The customer agreed to work with you to find a “best” solution They have given you information or talked with you about their satisfaction with past solutions So, they ___________________________________ 7

8. Chapter 8 8 Closing Be assertive The difference between “pushy” and “assertive” is ___________ It is far more common for salespeople to err on the side of __________________________

9. 1) Be _____________and ______________ –Remember asking for the order _____________________________________________ –Be positive but avoid being _____________ –Be ready to probe for _________________________ The CLOSE-Closing Suggestions

10. What is a close? It is not a ________________ situation where, control can often be important. In a sales situation the buyer and seller are attempting to become … _____________________________________ ______________________________

11. Chapter 8 11 When to Close Close whenever the prospect is ready to buy! It is easy to “oversell” Many salespeople, feel compelled to ________________________________________ They may actually __________________________ When the prospect has sufficient information to make an informed decisions …CLOSE!

12. Chapter 8 12 DISC Communication Styles Part of knowing when to close will depend on the buyer’s communication style High D’s may want to move to a decision __________________________________________ High I’s may appreciate your __________________________________________ High S’s may like something _______________ High C’s may want you to __________________________________________

13. 2.) When to Attempt to Obtain Commitment Buyer comments –___________________ –____________ –___________________ –____________________ ____________________ Nonverbal cues –____________________ 12-13 McGraw-Hill/Irwin Requirements are conditions that have to be met before a _____________ _____________

14. 2) Know WHEN to CLOSE (Ch10, Q# 2) Buying signals: ___________________________________________ that indicate a buyer’s willingness to commit to your product/program ________________: Questions on buying; Enthusiastic acceptance; Conditional willingness to purchase ____ : Frequent nodding; Steps back and admires product

15. Chapter 8 15 Verbal Buying Signals By tuning in to the customer, the salesperson can identify when it is time to close One clue is when the customer is doing almost as much of the talking as the salesperson Another clue is when the customer begins talking about steps that would _________________________________ Delivery, Training, or Financing, for example.

16. “Mini Closes” Throughout The Call (Ch10, Q#3) Actually, a good salesperson closes _____________________ throughout the call...getting agreement on each step or selling point that leads to final agreement to buy. This is called an ___________________. –“Based on what you have told me so far... I think I have an idea that could really help. May I share what I have in mind?” –“How important is this auto engine-kill switch to your operators, Arnie?” –“So, the maintenance contract has some real merit for you, right?

17. The Trial Close The trial close is a question usually asked____________ through the presentation that is designed to find out where the prospect is in their buying decision The trial close usually is a subtle to buy –Examples... –_______________________________________________

18. Trial Closes If your customer already knows you and the product you can sometimes begin the call with a trial close. __________________________________ ________________________________ APPEAL TO THE SENSES ______________________________________ _______________________________________ ___________________________________ __________________________________

19. How Not to Close A Sale Closing is a time to show confidence in your solution Never - Never - Never start a close by stating their _______________ _ “___________________________________________ –____________________________________________ –_____________________________________________ _____________________________________________

20. Techniques to Close the Sale (Ch#15 Q# 5) There is no “ ” to get commitment –But there are five commonly used techniques... 1.The ______________close 2.The ______________close 3.The ______________close 4.The ______________close 5.The ______________ close Continuous yes close fits under 2 & 4 above

21. The Direct Close Simply ______ the customer for their business. –“Gloria, we’d like to do business with you. How about giving us a chance to show what we can do?” Works well when... –The sales relationship is and __________ –The salesperson has just handled ___________________________________ –The salesperson and customer have a –__________________________________

22. The Summary Close Briefly summarize the ___________________________________ – including benefits to the customer and address any major concerns as benefits to the client Usually involves the following steps: –__________________________________________

23. The Choice Close Offer the customer a -but not the choice between “Would the standard or the deluxe model work best?” “Would you prefer cash or to be billed later?” “Which day of the week do you prefer delivery?” (also called the fatal alternative) The choices offered are drawn from information you

24. The Choice Close Melissa- Kraft Foods Give the customer the Notice that there is NOT Would you like the Green or Blue model??

25. The Assume Close Do not ask for the order but assume they are ready to buy and On the surface this sounds presumptive and even arrogant but when in the context of a strong relationship ____ It works best with ____ or when the prospect has ____

26. The Assume Close Four types of assume closes: – assumption - “Great! I stop by tomorrow and begin pulling soil samples!” – assumption - “What I think you need is about three boxes to get you started. I’ll get is shipped out yet today.”

27. Command Assumption Things to notice _____________________ Opportunity for a _______________________ _____________________ _____________________ Just do it!

28. The Assume Close _____________ - assumption - _________________________________________ –“You are really going to enjoy the convenience of those doors.” – _____________ - assumption - ________________________________________ ________________ - assumption - ________________________________________ – or finalize paperwork for their signature

29. Special Feature Close or Benefit in Reverse Close After other attempts to close add something to the value bundle ___________________________ Something to push them over the edge on their decision to buy Be sure they don’t feel ________________ They will come to ____________________

30. Continuous yes close ( as long as it isn’t manipulative) Seller constantly asks questions for which the buyers answer is ________ By the end of the presentation the natural answer is _________ Follows naturally as a summary close or leads to the assume close Better thought of as a buying signal as you are doing trail closes

31. The Close Tim - Hormel Carla- Armour Swift Eckrich _________________________________ _______________________________ ____________________ __________________

32. Chapter 8 32 After They Say “Yes” Immediately after a customer says “YES” there are several things that become important ____________________ Clarify next steps Manage expectations ______________________

33. No surprises- many salespeople make serious mistakes here ___________________________________ _______________________________. Confirm the customer’s choice Get the signature –Make the actual signing an ____________________ –Fill out the order blank accurately and promptly –Be careful not to exhibit ______________________________________ at signing time …. Why? 12-33 If Commitment is Obtained McGraw-Hill/Irwin

34. Reinforce the Customer’s Choice Immediately after saying “yes,” many customers experience second thoughts This is called _________________________ Customer begin to ask themselves did I... Did I really need that product or service? Did I need to buy it now? Did I pay too much? Will this product really meet my needs?

35. Reinforce the Customer’s Choice It is also good to reinforce why they have made a good decision _______________________________ Buyer’s ______________ usually happens after you have left them Give the customer a call or stop with an appointment in a few days and ask if they have any additional questions and _____________________________________

36. Chapter 8 36 What If they Say, “No.” added slide No one likes to be turned down It is difficult not to take rejection personally Remember -- When the customer says, “No” They are saying “No” to _____________________ They are not saying _____________________ They are just saying _____________________

37. Chapter 8 37 What If they Say, “No.” Leave the door open for future business Their circumstance ___________________ They may change ____________________ In all cases, _____________________________________________ If there could be a future opportunity, ____________________________

38. Some reasons for lost opportunities –_____________________________ Discovering the cause –Critical so that salespeople can proceed intelligently to _________________ 12-38 If Commitment is Not Obtained McGraw-Hill/Irwin

39. If Commitment is Not Obtained (continued) – Suggestions for dealing with rejection ________________________ 12-39 McGraw-Hill/Irwin

40. What would you say to a friend to gain his or her commitment to go on a spring break trip? Describe exactly what you would say to your friend, using each of the following methods (make any assumptions necessary): a.Alternative choice _______________________________________________________________________ b.Direct request. _______________________________________________________________________ c.Benefit summary. _______________________________________________________________________ _______________________________________________________________________ _______________________________________________________________________ d.Summary of pros and cons or balance sheet close _______________________________________________________________________ _______________________________________________________________________ _______________________________________________________________________ e.Summary by Probing. _______________________________________________________________________ _______________________________________________________________________ _______________________________________________________________________