1. 9TH EDITION
Selling Today
Manning and Reece
CHAPTER 13
CLOSING THE SALE AND CONFIRMING THE PARTNERSHIP

2. LEARNING OBJECTIVES Describe proper closing attitude
List and discuss guidelines for closing
Explain how to recognize closing clues
Discuss methods of closing sale
Explain what to do when
--Buyer says YES
--Buyer says NO

3. SIX-STEP PRESENTATION PLAN
1. APPROACH
2. PRESENTATION
3. DEMONSTRATION
4. NEGOTIATION
5. CLOSE
6. SERVICE
See details Figure 13.1.

4. ATTITUDE TOWARD CLOSING
”Some closing methods can move the customer from indecision to commitment. When these methods are used effectively, the prospect will not feel pressured.
…Closing should be thought of as the beginning of a long-term partnership.”

5. buyplusdirect.com

6. STRATEGIC PLANNING FOR CLOSE
Review barriers to sale
Review closing guidelines
Prepare several closing methods
Plan to ask for order more than once
Practice the closing
See Figure 13.2 in text.
See Figure 13.2

7. ACTIONS DURING CLOSE Recognize closing clues
Focus on customer’s greatest interest
Handle tough points early
Avoid surprises
Keep prospect involved
Display confidence
Accommodate buyer’s style
Ask for order more than once
See Figure 13.2 in text.
See Figure 13.2

8. REVIEW VALUE PROPOSITION FROM PROSPECT’S VIEW
BUYER ANXIETIES
LOSS OF OPTIONS
FEAR OF MISTAKE
REACTIONS OF PEERS

9. GUIDELINES FOR CLOSING SALE
Focus on key buying motives
Longer selling cycles require multiple commitments
Negotiate tough points before close
Avoid surprises at close
Display confidence at close
Ask for order more than once
Recognize closing clues

10. CLOSING CLUES-VERBAL VERBAL --Questions --Recognitions --Requirements
See samples in text.

11. CLOSING CLUES- NONVERBAL
--Facial expression changes
--Prospect nods agreement
--Leans toward you
--Examines product literature intently
See samples in text.

12. SPECIFIC CLOSING METHODS
Trial close
Summary-of- benefits
Assumptive
Special concession
Balance sheet
Management
Multiple options
Direct appeal
Combination

13. CLOSING WORKSHEET
Figure 13.3.
Figure 13.3

14. TRIAL CLOSE Made at opportune time --”Can we ship in May?”
--”Will a $500 down payment be possible?
--”Should our staff handle the installation?

15. TRIAL CLOSE OPPORTUNITIES
Figure 13.4.
See Figure 13.4.

16. SUMMARY-OF-BENEFITS CLOSE
Reemphasize value- added buyer benefits
--”That’s $25 for each lunch, four conference rooms, and audio/visual support, plus our special meeting package.”

17. ASSUMPTIVE CLOSE Asks for minor decision, assumes customer will buy
--Usually question about minor point
--”Should I put this on your account?”

18. SPECIAL CONCESSION CLOSE
Special inducement offered if prospect signs
--Sample inducements
Sale price
Liberal credit plan

19. MULTIPLE OPTIONS CLOSE
Present several options
Steps…
Configure more than one product solution
Stop when ample selection presented
Remove less appealing options or products

20. BALANCE SHEET CLOSE Outlines reasons TO buy and NOT to buy
To Buy Not Buy

21. MANAGEMENT CLOSE Involve senior executives or sales manager
--Makes prospect feel important that your firm’s higher-ups are involved
--Often used in auto sales

22. DIRECT APPEAL CLOSE Ask for the order in a straightforward manner
--Should not come too early
--Gain prospect’s respect first

23. COMBINATION CLOSES
Sales person simply combines two or more close methods

24. SAMPLE CLOSING WORKSHEET
Figure 13.3.
Figure 13.3

25. PRACTICE THE CLOSE
Make these 8 closing methods work better via practice
Use closing worksheet
Try sample “script” on sales manager
Use a camcorder, tape yourself

26. CREATE YOUR OWN CLOSING WORKSHEET
CLUE METHOD STATEMENT
“Sounds good.” DIRECT APPEAL “Fine, please sign the order.”
“What about the MULTIPLE “We offer 5% and financing?” OPTIONS and 4% with $ down. Which do you prefer?”
Also see Figure 13.3.

27. CONFIRMATION STEP Confirm sale and partnership Reassure customer
Buyer remorse—forms of regret, fear, anxiety about sale
--Compliment buyer on wise decision
--Thank customer for order

28. WHEN BUYER SAYS NO Learn to manage disappointment Focus on success
In win-win, there is never a real winner or loser
Consider methods to re-open sale at a later date
Analyze lost sales

29. FACING COMPETITION
Some buyers want to look at competing products/services
Do all possible to help prospect make an intelligent, informed decision
Stress areas where your product is superior
Last slide Chapter 13.
Last slide Chapter 13.