Presentation Transcript

1. Closing the Sale

   Ch. 15 ME
2. Section 15.1 How to Close the Sale
3. Closing Concepts and Techniques Closing the Sale – is obtaining an agreement to buy from the customer
4. Timing the Close Buying Signals– the things customers so or say to indicate a readiness to buy Trial Close – in an initial effort to close a sale
5. General Rules for Closing the Sale Recognize Closing Opportunities Help Customers Make a Decision Create an Ownership Mentality Do Not Talk Too Much and Do Not Rush
6. Specialized Methods for Closing the Sale 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
7. Failure to Close the Sale Not every sale presentation will result in a sale Get Feedback Maintain a Positive Attitude Prepare for future sales calls Success in sales
8. Section 15.2 Customer Satisfaction and Retention
9. Suggestion Selling Suggestion Selling – is selling additional goods or services to the customer Rules for Suggestion Selling: Use suggestion selling after the customer has made a commitment to buy but before payment is made or the order written Make your recommendation from the customer’s point of view and give at least one reason for your suggestion Make the suggestion definite Show the item you are suggesting Make the suggestion positive
10. Suggestion Selling Methods Offering related merchandise Recommending larger quantities Calling attention to special sales opportunities
11. After-Sales Activities Order Processing Departure Order Fulfillment Follow-Up Customer Service Keeping a Client File Evaluate Your Sales Efforts
12. Customer Relationship Management Maintain Contact Maintain Relationships Develop customer loyalty Customer loyalty and reward programs