14 Selling Today Closing the Sale and Confirming the Partnership
10th Edition CHAPTER Manning and Reece 14 Closing the Sale and Confirming the Partnership Six-Step Presentation Plan
Approach (Chapter 10) Presentation (Chapter 11) Demonstration (Chapter 12) Negotiation (Chapter 13) Close Servicing the Sale 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. Strategic Planning FIGURE 14.2 Strategic Planning for Close
Review barriers to closing sale Review closing guidelines Prepare several closing methods Plan to ask for order more than once Practice the closing Actions During Close Recognize closing clues
Focus on customers greatest interest Handle tough points early Avoid surprises Keep prospect involved Display confidence Accommodate buyers communication style Ask for order more than once Buyer Anxieties Review the value proposition from the prospects view
Reluctance can be due to: Loss of options Fear of making a mistake Social or peer pressures Guidelines for Closing Sales
Focus on dominant 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 Closing Clues Verbal clues Questions Recognitions Requirements
Nonverbal clues Facial expression changes Prospect nods agreement Leans toward you Examines product literature intently Specific Closing Methods
Trial close Summary-of- benefits Assumptive Special concession Multiple options Balance sheet Management Direct appeal Combination Trial Close Made at opportune time Can we ship in May?
Would you like to start on the first of the month? Will a $500 down payment be possible? Summary-of-Benefits Close
Reemphasize value-added buyer benefits Thats $25 for each lunch, four conference rooms, and audio/visual support, plus our special meeting package. Can I make this reservation for you? Assumptive Close Subtle way to ask for decision, assuming customer will buy Comes near the end of the presentation Because this shipment can meet your timetable, lets go ahead and place your order. Special Concession Close
Extra incentive for acting now Sample inducements Sale price Quantity discount Liberal credit plan Use with care Multiple Options Close
Present several options to customer Steps: Configure more than one product solution Stop when ample selection presented Remove less-appealing options or products Management Close Involve senior executives or sales manager
Upper-level managers add value Makes prospect feel important Direct Appeal Close Ask for the order in a straightforward manner
Should not come too early Gain prospects respect first After asking, remain quiet Combination Closes Sales person simply combines two or more close methods for effectiveness Practice the Close Make these closing methods work better via practice: Try sample script on sales manager Use a video camera, tape yourself Use closing worksheet to prepare Confirmation Step Reassure customer Confirm sale and partnership
Reduce buyers remorse forms of regret, fear, anxiety about sale Compliment buyer on wise decision Thank customer for order When Buyer Says No Learn to manage disappointment When a sale is lost:
Make sure the deal is really dead, otherwise reopen the presentation Review chain of events, identify weaknesses Obtain customer feedback to improve Discussion Questions Losing a sale can be miserable, and salespeople must learn to manage their disappointment when a sale is lost. What are several ways disappointment must be managed when a salesperson is still face-to-face with a customer? How do you think salespeople learn to cope with lost sales? Facing Competition Some buyers want to look at competing products/services Do all possible to help customer make an intelligent comparison Stress areas where your product is superior