1. AND CONFIRMING THE PARTNERSHIP
C H A P T E R 14
Closing the Sale
AND CONFIRMING THE PARTNERSHIP

2. Copyright2004 Pearson Education Canada Inc.
Learning Objectives
Describe the proper attitude to display toward closing the sale
List and discuss selected guidelines for closing the sale
Explain how to recognize closing clues
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3. Learning Objectives (Continued)
Discuss selected methods of closing the sale
Explain what to do when the buyer says yes and what to do when the buyer says no
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4. Copyright2004 Pearson Education Canada Inc.
Step Five: Close
Plan appropriate closing methods
Recognize closing clues
Initiate closing methods
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5. Looking at Closing From The Prospect’s Point of View
Consider these buyer questions:
Do I really need this product?
Does this product measure up to the competition?
Should I postpone buying?
Will this supplier stand behind the product?
What will my friends think if I buy this item?
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6. Strategic Planning for Closing the Sale
Review possible barriers to closing the sale
Review closing guidelines
Prepare several closing methods
Plan to ask for the order more than once
Practise closing
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7. Guidelines for Closing the Sale
Focus on dominant buying motives
Negotiate the tough points before attempting a close
Be patient
Avoid surprises at the close
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8. Guidelines for Closing the Sale (Continued)
Do not isolate the prospect
Show confidence
Ask for the order more than once
Recognize closing clues / buying signals
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9. Recognizing Closing Clues
A closing clue is an indication, either verbal or non-verbal, that a prospect is preparing to make a buying decision.
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10. Recognizing Closing Clues
Verbal Clues
Questions
Recognitions
Requirements
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11. Recognizing Closing Clues (Continued)
Non-Verbal Clues
Facial
Body Language
Examination
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12. Methods to Close the Sale
Trial Close: Reveals readiness or unwillingness to buy
A Trial Close is a closing attempt made at an opportune time during the sales presentation to encourage the customer to reveal readiness or unwillingness to buy.
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13. Methods to Close the Sale (Continued)
Summary-of-Benefits Close: Re-emphasize the key benefits
Assumption Close: Assumes the positive response
Special Concession Close: Something extra for acting now
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14. More Methods to Close the Sale
Multiple Options Close: offers a choice of options
Direct Appeal Close: Straightforward request to act now
Combination Close: Two or more closing methods used
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15. Copyright2004 Pearson Education Canada Inc.
When to Trial Close
Approach
Positive response
Presentation
Trial close
Demonstration
Trial close
Negotiation
Negative response
Trial close
Close
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16. A Closing Worksheet Includes
A Closing Clue from the buyer
Example: “That sounds fine.”
A Closing Method choice
Example: Direct Appeal Close
A Closing Statement from the salesperson
Example: “Good, may I get your signature on this order form?”
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17. When the Buyer Says “Yes”
Confirm with reassurance that they have made a good decision
Reduce buyer’s remorse or dissonance
Offer appreciation
Continue to prospect
Let them know you are available post-sale
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18. Copyright2004 Pearson Education Canada Inc.
Buyer Remorse . . .
or “cognitive dissonance” is feelings of regret, fear, or anxiety that a buyer may feel after placing an order.
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19. When the Buyer Says “No”
Prepare the buyer for competition contact
Review your strong points one more time
Analyze what happened
Say “thank you”
Continue to prospect
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