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Closing Begins the Relationship

Closing Begins the Relationship. Chapter. 13. 13. Chapter. 13- 2. Main Topics. The Tree of Business Life: Closing When Should I Pop the Question? Reading Buying Signals What Makes a Good Closer? How Many Times Should You Close? Closing Under Fire Difficulties With Closing

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Closing Begins the Relationship

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  1. Closing Begins the Relationship Chapter 13

  2. 13 Chapter 13-2

  3. Main Topics • The Tree of Business Life: Closing • When Should I Pop the Question? • Reading Buying Signals • What Makes a Good Closer? • How Many Times Should You Close? • Closing Under Fire • Difficulties With Closing • Essentials of Closing Sales

  4. Main Topics • Prepare Several Closing Techniques • Prepare a Multiple-Close Sequence • Close Based on the Situation • Research Reinforces These Sales Success Strategies • Keys to Improved Selling • The Business Proposition and the Close • Closing Begins the Relationship • When You Do Not Make the Sale

  5. The Tree of Business Life: Closing Guided by The Golden Rule: • Look for buying signals • Be confident in your suggested order • Prepare several closes for each call • Do not take “No” personally • Remember that a successful close begins your relationship • You now prove your value with ethical service and your new relationship T T T Service Ethical T T T T T T T T Builds T r u e Relationships T C I

  6. 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

  7. Exhibit 13-1: Close When the Prospect is Ready

  8. 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

  9. Exhibit 13-2: Answering a Prospect’s Buying Signal Question with a Question

  10. What Makes a Good Closer? • A good closer: • Asks for the order and then remains quiet • Gets the order and moves on!

  11. 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

  12. 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

  13. Closing Under Fire • The first “no” from the prospect isn’t necessarily an absolute refusal to buy

  14. 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 • They determine that the prospect does not need the quantity or type of merchandise or that the prospect should not buy • They may not have worked hard enough to develop a customer profile and customer benefit plan

  15. Essentials of Closing Sales • Be sure your prospect understands what you say • Always present a complete story to ensure understanding • Tailor your close to each prospect • Everything you do and say should consider the customer’s point of view • Never stop at the first “no” • Learn to recognize buying signals

  16. Essentials of Closing Sales, cont… • Before you close, attempt a trial close • After asking for the order, be silent • Set high goals for yourself and develop a personal commitment to reach your goals • Develop and maintain a positive, confident, and enthusiastic attitude toward yourself, your products, your prospects, and your close

  17. Exhibit 13-5: Twelve Keys to a Successful Closing

  18. Prepare Several Closing Techniques • The alternative-choice close is an old favorite • The assumptive close • The compliment close inflates the ego • The summary-of-benefits close is most popular • The continuous-yes close generates positive responses • The minor-points close is not threatening • The T-account or balance sheet close was Ben Franklin’s favorite

  19. Prepare Several Closing Techniques, cont… • The standing-room-only close gets action • The probability close • The negotiation close • The technology close Skip video Video Help

  20. Exhibit 13-7: Techniques for Closing the Sale: Which Close Should be Used?

  21. Example: The Alternative-Choice Close is an Old Favorite • “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

  22. “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

  23. “Would you prefer the Xerox 6200 or 6400 copier?” • 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

  24. Prepare a Multiple-Close Sequence • Different closing techniques work best for certain situations • Multiple closes incorporate techniques for overcoming objections

  25. Prepare a Multiple-Close Sequence, cont… • Keeping several closes ready puts you in a better position to close more sales. • For Example: • You could begin with a summary close. • If the buyer says no, rephrase the objection and 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. Skip video Video Help

  26. Exhibit 13-9a: Multiple Closes Incorporating Techniques for Overcoming Objections

  27. Exhibit 13-9b: Multiple Closes Incorporating Techniques for Overcoming Objections

  28. Close Based on the Situation • Different closing techniques work best for certain situations • Customer is indecisive • Customer is an expert or egotistical • Customer is hostile • Customer is a friend • Customer has predetermined beliefs • Customer is greedy, wants a deal

  29. Exhibit 13-10: Examples of Closing Techniques Based on Situations

  30. 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, doesn’t recognize when or how to close

  31. Keys to Improved Selling • Ask questions to gather information and uncover needs • Recognize when a customer has a real need and how the benefits of the product or service can satisfy it • Establish a balanced dialogue with customers • Recognize and handle negative customer attitudes promptly and directly • Use a benefit summary and an action plan requiring commitment when closing

  32. 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. • Visual aid to close

  33. 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. • Follow the Golden Rule in order to earn the opportunity to sell to the customer in the future.

  34. The Last Key to Successful Closing is to “Leave the Door Open. Act as a Professional.” How Can That Be Done?* • Always place the customer’s needs first • Treat a customer as you would your grandmother • Be a person of character, integrity, and trustworthiness • If your product will help the person, then you will be back another day

  35. 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 • Should be carefully studied

  36. 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

  37. Assume You Have Completed Your Presentation and are Getting Ready to Close • You remember to use a trial close before you ask the person to buy – if objections or questions arise, what phase of the prospect’s mental steps is the buyer probably in?* (Choose one) • Attention • Interest • Desire • Conviction • Purchase

  38. Assume You Have Completed Your Presentation and are Getting Ready to Close, cont… • The buyer is in the desire stage • Which stage should the buyer be in before you close?* (Choose One) • Attention • Interest • Desire • Conviction • Purchase

  39. Assume You Have Completed Your Presentation and are Getting Ready to Close, cont… • 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

  40. If You Close and Receive an Objection, What Should You Do? • Find out what the objection is

  41. 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

  42. 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

  43. When You Do Not Make the Sale • Know that you cannot always sell everyone • Don’t take buyer’s denial personally • Be courteous and cheerful • Leave the door open

  44. If After Your Presentation You Received a PositiveResponse to Your Trial Close, What Would You Do?* Approach Presentation Trial Close Determine Objections Meet Objections Trial Close Close

  45. If After Your Presentation You Received a NegativeResponse to Your Trial Close, What Would You Do?* Approach Presentation Trial Close Determine Objections Meet Objections Trial Close Close

  46. If After You Meet the Objection You Received a Positive Response to Your Trial Close, What Would You Do?* Approach Presentation Trial Close Determine Objections Meet Objections Trial Close Close Close Close Close Close Close Close Close Close Close Close Close Close Close Close Close

  47. If After You Meet the Objection You Received a Negative Response to Your Trial Close, What Would You Do?* Approach Presentation Trial Close Determine Objections Meet Objections Trial Close Close

  48. If After You Close You Receive a Negative Response, What Would You Do?* Approach Presentation Trial Close Determine Objections Meet Objections Trial Close Close

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