Closing the SaleCh. 15 ME

How to Close the SaleSection 15.1

Closing the Sale – is obtaining an agreement to buy from the customer

Closing Concepts and Techniques

Buying Signals – the things customers so or say to indicate a readiness to buyTrial Close – in an initial effort to close a sale

Timing the Close

Recognize Closing OpportunitiesHelp Customers Make a DecisionCreate an Ownership MentalityDo Not Talk Too Much and Do Not Rush

General Rules for Closing the Sale

Which Close – encourages a customer to make a decision between two itemsStanding-Room-Only Close – is used when a product is in short supply or when the price will be going up in the near futureDirect Close – is a method in which you ask for the saleService Close – is a closing in which you explain services that overcome obstacles or problems

Specialized Methods for Closing the Sale

Not every sale presentation will result in a saleGet FeedbackMaintain a Positive Attitude

Prepare for future sales callsSuccess in sales

Failure to Close the Sale

Customer Satisfaction and Retention

1. Section 15.2

Suggestion Selling – is selling additional goods or services to the customer

Rules for Suggestion Selling:1. Use suggestion selling after the customer has made a

commitment to buy but before payment is made or the order written

2. Make your recommendation from the customer’s point of view and give at least one reason for your suggestion

3. Make the suggestion definite4. Show the item you are suggesting5. Make the suggestion positive

Suggestion Selling

Offering related merchandise Recommending larger quantities Calling attention to special sales opportunities

Suggestion Selling Methods

Order Processing Departure Order Fulfillment Follow-Up Customer Service Keeping a Client File Evaluate Your Sales Efforts

After-Sales Activities

Maintain Contact Maintain Relationships Develop customer loyalty Customer loyalty and reward programs

Customer Relationship Management