3. 13-3
When Should I Pop the Question?
Closing is the process of helping people make a
decision that will benefit them
There are no magic phrases and techniques to use in
closing a sale
Close when the prospect is in the conviction stage of
the mental buying process
4. 13-4
Reading Buying Signals
A buying signal is anything that a prospect says or
does to indicate that he is ready to buy
Asking questions
Asking another person’s opinion
Relaxing and becoming friendly
Pulling out a purchase order form
Carefully examining merchandise
5. 13-5
What Makes a Good Closer?
A good closer:
Asks for the order and then remains quiet
Gets the order and moves on!
6. 13-6
Exhibit 13.3: The Moving Selling
Process
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
7. 13-7
How Many Times Should You Close?
You must be able to use multiple closes
Three closes is a minimum
You will learn how without being pushy
8. 13-8
Closing Under Fire
The first “no” from the prospect isn’t necessarily an
absolute refusal to buy
9. 13-9
Difficulties With Closing
Closing is the easiest part of the presentation
Salespeople may fail to close because:
They are not confident in their abilities to close
Prospect does not need the quantity/type of
merchandise
Improper development of customer profile and
customer benefit plan
10. 13-10
Alternative-choice close
Which do you prefer?
Would you prefer X or Y?
Assumptive close
Assumes prospect will buy
Compliment close
Inflates the ego
Prepare Several Closing Techniques
11. 13-11
Summary of Benefits close
FAB’s
Continuous Yes close
Develop a series of ?’s that the prospect must answer
Minor-Points close
Make a low-risk decision
T-Account close
Pros vs. Cons
Prepare Several Closing Techniques
12. 13-12
Prepare Several Closing Techniques,
cont…
Standing Room Only close
Motivate prospect to act immediately
State that there is low inventory, not enough supply…
Probability close
Get a % confirmation of buying
Negotiation Close
Compromise
13. 13-13
Example: The Alternative-Choice Close
“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
It 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
14. 13-14
“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
15. 13-15
If you see the 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
“Would you prefer the Xerox 6200 or
6400 copier?”
16. 13-16
Prepare a Multiple-Close Sequence
Different closing techniques work best for certain
situations
Multiple closes incorporate techniques for overcoming
objections
17. 13-17
Prepare a Multiple-Close Sequence,
cont…
Keeping several closes ready puts you in a better
position to close.
For Example:
Begin with a summary close.
If the buyer says no, rephrase the objection;
then use an alternative-choice close.
If the buyer says no again and does not give a reason,
you could use the five-question sequence method for
overcoming objections.
18. 13-18
Research Reinforces These Sales Success
Strategies
Common salesperson mistakes resulting in unsuccessful
sales calls
Tells instead of sells, doesn’t ask enough questions
Over-controls the call, asks too many closed-end questions
Doesn’t respond to customer needs with benefits
Doesn’t recognize needs, gives benefits prematurely
Doesn’t recognize or handle negative attitudes effectively
Makes weak closing statements, or doesn’t recognize when or
how to close
19. 13-19
Keys to Improved Selling
Ask questions to gather information and uncover needs
Recognize when a customer has a real need
State how the benefits of the product or service can satisfy the
need
Recognize and handle negative customer attitudes promptly
and directly
Use a benefit summary and an action plan requiring
commitment when closing
20. 13-20
The Business Proposition and the Close
For some salespeople, the discussion of the business
proposition provides an excellent opportunity to close.
Use a Visual Aid to Close
Visual aids work well for both discussing the business
proposition and closing.
21. 13-21
Closing Begins the Relationship
When you make a sale for the first time, you change
the person or organization from a prospect to a
customer.
22. 13-22
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
23. 13-23
Which Closing Technique Should I Use?
To answer that question you should first:
Determine your approach
Create your presentation, then
Determine how best to close
24. 13-24
Ideally, the salesperson should wait for signs that the
person is in the conviction stage because a buyer in
this stage typically:
Has a strong conviction that you can be trusted
Feels the product will fulfill needs or solve problems
Will reveal real concerns due to trust
Getting Ready to Close
25. 13-25
If You Close and Receive an Objection,
What Should You Do?
Find out what the objection is
26. 13-26
After You Find Out What the Objection Is and
Answer It, What Should You Do Next?
Ask a trial close to determine if you have overcome
the objection
27. 13-27
If You Have Closed, Had an Objection Arise and Effectively
Handled the Objection, What Should You Do Next?
Close again!
This is why you need a multiple-closing
sequence
28. 13-28
Know that you cannot always sell everyone
Don’t take buyer’s denial personally
Be courteous and cheerful
Leave the door open
When You Do Not Make the Sale
