1. Closing the Sale Ch. 15 ME

2. How to Close the Sale Section 15.1

3.  Closing the Sale – is obtaining an agreement to buy from the customer Closing Concepts and Techniques

4.  Buying Signals – the things customers so or say to indicate a readiness to buy  Trial Close – in an initial effort to close a sale Timing the Close

5.  Recognize Closing Opportunities  Help Customers Make a Decision  Create an Ownership Mentality  Do Not Talk Too Much and Do Not Rush General Rules for Closing the Sale

6.  Which Close – encourages a customer to make a decision between two items  Standing-Room-Only Close – is used when a product is in short supply or when the price will be going up in the near future  Direct Close – is a method in which you ask for the sale  Service Close – is a closing in which you explain services that overcome obstacles or problems Specialized Methods for Closing the Sale

7.  Not every sale presentation will result in a sale  Get Feedback  Maintain a Positive Attitude  Prepare for future sales calls  Success in sales Failure to Close the Sale

8. Customer Satisfaction and Retention 1.Section 15.2

9.  Suggestion Selling – is selling additional goods or services to the customer  Rules for Suggestion Selling: 1.Use suggestion selling after the customer has made a commitment to buy but before payment is made or the order written 2.Make your recommendation from the customer’s point of view and give at least one reason for your suggestion 3.Make the suggestion definite 4.Show the item you are suggesting 5.Make the suggestion positive Suggestion Selling

10.  Offering related merchandise  Recommending larger quantities  Calling attention to special sales opportunities Suggestion Selling Methods

11.  Order Processing  Departure  Order Fulfillment  Follow-Up  Customer Service  Keeping a Client File  Evaluate Your Sales Efforts After-Sales Activities

12.  Maintain Contact  Maintain Relationships  Develop customer loyalty  Customer loyalty and reward programs Customer Relationship Management