The Selling Process Generate Leads Qualify Leads Probe Customer Needs Follow Up Develop & Propose Solutions Close The Sale Handle Objections © Remember! Selling evolves around the customer • • • • • • • • • © Selling Basics Listen and Learn the customer’s needs and wants Show Up Do what you say you.
Download ReportTranscript The Selling Process Generate Leads Qualify Leads Probe Customer Needs Follow Up Develop & Propose Solutions Close The Sale Handle Objections © Remember! Selling evolves around the customer • • • • • • • • • © Selling Basics Listen and Learn the customer’s needs and wants Show Up Do what you say you.
Slide 1
The Selling Process
Generate
Leads
Qualify
Leads
Probe
Customer
Needs
Follow
Up
Develop
&
Propose
Solutions
Close
The
Sale
Handle
Objections
©
Remember!
Selling evolves around the
customer
Slide 2
•
•
•
•
•
•
•
•
•
©
Selling Basics
Listen and Learn the customer’s needs and wants
Show Up
Do what you say you are going to do
Look at the world through the customer’ eyes
WIIFM
If I give him what he wants, then I get what I want
Develop Win Win solutions
Don’t give up
Form your own style by watching other sales people.
Take the good pieces of everything they do.
Slide 3
Ethics Video
©
Slide 4
Professional Image
People with a high level of professionalism
display:
©
Self-confidence
Optimism
Trustworthiness
Empathy
Adaptability
Courtesy
Initiative
Maintain high
Ethical
standards
Well Developed
Social Skills
Slide 5
Why Sell Video
©
Slide 6
Selling Quotes
•
•
•
•
•
•
•
•
©
“People don’t care how much you know until they know how much you care.”
Harvey B. Mackay
“If I give him what he wants then I will get what I want.”
Harvey B. Mackay
“If you don’t ask, the answer is always going to be no.”
Pat Croce
“If you do not have the right approach, no one is going to buy anything from you.”
L Baselice
“If you don’t have confidence in yourself to believe you can help, then how are you
going to convince your customers.”
L Baselice
“There are two types of politicians. The one who will talk and promise and then the
one who will listen and do.”
Bill Bradley
“If I help you win, I win too.”
Success is the sum of small efforts, repeated day in and day out.
Robert Collier
Slide 7
Seven Customer Expectations
©
1.
The supplier is expected to tell the truth. Vagueness is equivalent
to lying.
2.
The supplier is expected to know the customer's business.
3.
The supplier is expected to do what he says he is going to do.
4.
The supplier is expected to solve the customer's problem--the
customer is not interested in internal organizational issues.
5.
The supplier is expected to want the customer's business.
6.
The supplier is expected to keep the customer technology current.
7.
The supplier is expected to know what his product's capabilities
are and that those capabilities match published literature.
Slide 8
Generate Leads
• Inherit a list
• Find your own
–
–
–
–
–
–
–
–
Harris
D&B, salesgenie.com, Trade Magazines
Mailer/Web response/Advertising
E-mail opt in
Referrals/Networking
Census/BLS Web Sites
Trade Associations, Chamber of Commerce
Cold Calls
• Record customer record in CRM
©
Slide 9
Qualify Leads Exercise
• Look at your existing/new business and
develop a customer listing
• Use the A B C approach
• Determine what products will apply to
each customer
©
Slide 10
Customer Relationship Management
•
•
•
•
•
©
Contacts in MS Outlook
ACT software
Goldmine
Sharkware
Salesforce.com
Slide 11
CRM Data
• Gather as much data as you can
• Personal data needed to build a
relationship
• Common ground helps build a relationship
• Keep notes of every sales call
• Provides a basis of what to do next
• Helps develop sales plans
• Great way to gather report information
©
Slide 12
Door Busters and Brick Walls
•
•
•
•
Walls are there for a reason.
Look for partnering opportunities
Discuss Common industry issues
Ask the customer about his biggest problem or costly
items
• Ask if you can help on the next generation product
• Constantly re visit customers that shut you out. Things
are always changing.
• Do not lead with Price
– Price is the weapon of the disadvantaged.
– Price is ranked at the bottom of purchasing managers surveys.
– Low price has a cheap connotation.
©
Slide 13
Getting in the door
• Make friends with gate keepers
– These people like
handouts/samples/giveaways
– They like to feel extremely important
– They like to know you care about them and
the company/person they are protecting
– They are impressed with professionalism
• Front door/Back door/Side Door
• Up the ladder/down the ladder
©
Slide 14
Perseverance and Positive Attitude
•
•
•
•
•
•
•
Jim Carey Dumb and Dumber
Theodore Geisel
Babe Ruth Struck out 3000 Times
Larry Bowa and Charles Barkley got cut from their HS Teams
Told that I would never make it in college
Father Leonard Carrieri a sculptor who is legally blind
Pat Croce had the door slammed in his face at the Eagles Locker
Room
• Pat Croce using his listening skills on the 100 times he called
Harold Katz
• Dinnerware salesman at Country Club
• Never let anyone tell you that you can not do something.
©
Slide 15
Unique Selling Position
•
•
•
Engage the potential customer and create immediate interest.
Think of it as a 5 floor elevator ride.
Questions to ask yourself when developing the USP.
– What do I sell
– How do my existing customers benefit by what I sell and how can I carry them
over to this prospect.
– Communicate this benefit(s) early in the statement
– Keep in mind how you will present this. Voicemail, gatekeeper, or brief
encounter with the prospect.
•
Words to consider
– 21 words and phrases for the 21st Century
– Maximize profits or sales
– Minimize expenses, save or conserve
•
Words to avoid
– Can you tell me more about your business?
– We work with several of your competitors
– Did I catch you at a bad time?
©
Sample USP
Hello, my name is Tom Baselice from Technical
Sales and Consulting…we provide sales and
marketing training in order to help companies
maximize their sales revenue and increase their
customer retention. I am calling to see if this
might be valuable to you and your team
Slide 16
Unique Selling Position Exercise
• Develop a Unique Selling Position
Statement for your business
©
Slide 17
Qualify Leads
• Develop Customer Lists (A, B and C)
• Research
–
–
–
–
Internet
Industry Trade Journals
Become an Industry Expert
Learn how your product is used in that Industry
• Make Initial Contact
• Make Initial Sales Call
• Start to build a relationship
©
Slide 18
Building a relationship
•
•
•
•
Find Common interests
Send interesting articles, books
Keep informing about new products
Keep e-mail contact
–
•
•
Also use snail mail or priority mail to get attention
Always look for a way to keep the door open for the next call
Entertainment
–
–
Business Lunch
Business Dinners
•
–
–
•
Plays/Concerts
Sporting Events
Find ways to add your value to the customer
–
•
•
•
•
•
Always include significant others
This will produce a competitive advantage.
Goal is for a long term relationship
Look for Win Win
Try to exceed the customer’s expectations
Be a problem solver
Imagine yourself as an employee of the company
Two comments from former District Managers:
©
1.
If a person likes you he will find a thousand ways to give you
the business. If he does not like you he only needs one
reason not to give you the business.
2.
If a customer is going to entrust you with hundreds of
thousand dollars worth of business, don’t you think he would
like to know a little bit more about the person he is dealing
with?
Slide 19
Open Ended Questions Exercise
• Develop a list of open ended questions
that apply to your business
©
Slide 20
Probe Customer needs
• Every contact should be working toward
increasing your relationship.
• Listen and Learn – Open Ended Questions
• Ask to see the application
• Ask how can you save your customer’s
time
• Continue to build a relationship
• Contact other stakeholders at the
customer.
©
Slide 21
Probe Customer Needs/Relationship Building
Exercise aka Listen and Learn
• Use your USP to start a dialogue with a partner
• Try the USP out on a partner
• Selling Role Play
– Set up your partner with the details of who they will be
mimicking
– Use the open ended questions you developed or from
the list handed to you and try them on your partner
– At the same time develop information for your CRM
database, trying to build a relationship
©
Slide 22
Develop Solutions
• Analyze your notes from your discussions with the
customer
• Select the product
– Become an expert on the product
– Develop Feature Function Benefits
– Match benefits to buying motives
• Research competitor
• Determine the value the benefits represent
• Assemble the Value Proposition for the customer
– Include Tables
– Benefits
– Where and how much value you add
©
Slide 23
Propose Solutions
• Proposition should exceed the customer’s expectations
– Include customer’s logo with yours to demonstrate partnership
– Visualization that he could see himself buying your proposal
– Benefits should point out how the customer is getting what he wants
• Savings, profit, increased productivity and anything else you promised in
your USP.
– Include all the WIIFM issues for the decision maker
•
•
•
•
•
•
•
•
©
Make it professional looking and not canned
Communicate to all stakeholders customer and your organization
Give the feeling of ownership
Engage the customer in the process
Seek agreement on benefits you are providing.
Rehearse the presentation
Include photos and brochures
Include testimonials and case studies
Slide 24
Develop Solutions Exercise
• Based on the information you obtained
during your Listen and Learn Session
Develop a solution and how you are going
to present it.
©
Slide 25
Handle Objections
• Recognize verbal &
nonverbal clues
• Validate problems
• Find points of agreement
• Control anger
• Answer concerns
• Be alert for closing clues
• Do not oversell
©
Slide 26
Handling Price concerns
• Put the focus back on
value rather than price.
• Show where you add
value
• Do not apologize for the
price
• Do not jump to make
concessions
• Look for ways to include
perceived value
©
Price is only the tip
of the iceberg
Slide 27
Buyer Objections
Source of hesitation
Perceived cost Vs
benefit
Afraid to make a bad
decision
Unable to justify
decision
Request for….
Value articulation
Need more quotes Unsure you're the best
option
Targeted solutions,
value
Set with current
provider
Doesn't see the benefit
of change
Differentiation
Bad History
Past experience is
affecting current view
Offer proof of change
Objection
Price too high
Think about it
Talk to the boss
©
Create comfort,
provide proof
Risk reduction,
benefit review
Slide 28
Handling Buyer Objections
• Feel Felt Found response
• “I know how you feel. A lot of our customers
have felt that way until they found that….”
– We offer free delivery
– We have a two year warranty
– They do not need to spend extra time assembling our
product
• This helps empathize with the customer’s
concerns
©
Slide 29
Closing Video
©
Slide 30
Close the sale basics
• Recognize closing clues.
• Focus on point of greatest
interest.
• Handle tough points early.
• Avoid surprises.
• Keep prospect involved.
• Display confidence.
• Accommodate buyer’s
communication style.
• Ask for the order more than
once.
©
Slide 31
Closing the sale Verbal Clues
• Do you have a credit plan to
cover this purchase?
• What type of warranty do you
provide?
• How soon can we get delivery?
Time to try to close and ask for
the order or contract.
©
Slide 32
Closing the sale Recognition
• We like the quality control system
you have recommended.
• I have always liked to own a boat
like this
• Your delivery schedule fits our
plans
Time to try to close and ask for
the order or contract.
©
Slide 33
Closing the sale Requirements
• We will need shipment in 2 weeks
• Our staff will need to be trained
how to use this equipment
• All our equipment must be
certified by the plant safety officer.
Time to try to close and ask for
the order or contract.
©
Slide 34
Closing the sale non verbal clues
These are sometimes difficult to detect. They are body
movement, facial expressions and tone of voice.
• Watch for nodding (approval not just
dosing off)
• Suddenly the eyes start to widen.
• Prospect leans forward and appears to be
intent on hearing your message.
• Prospect studies the product or literature
intently.
©
Slide 35
Trial Close
• You should not wait until the end to close.
Trying earlier gives you more
opportunities.
• It might be too late if you wait until the end.
• Use the trial close when you are
reasonably sure the prospect is about to
make a decision. It is a good way to test
the buyer’s attitude toward the actual
purchase.
©
Slide 36
Trial Close Examples
• ‘We can arrange an August first shipment.
Would this be satisfactory?”
• “Would you rather begin this plan on July
first or fifteenth?
• “Which do your prefer the green or the
blue?”
• “Do you want one of our staff members to
supervise the installation?”
• “Will a $250 down payment be possible at
this time?”
©
Slide 37
Summary of benefits close
Summary-of-Benefits Close:
Reemphasizes benefits to help bring about favorable buyer
decision.
Confirmation Step:
Assure customer after sale has been closed that he made the right
decision and that you will not let him down.
Buyer’s Remorse:
Common emotional response in the form of regret, fear, or anxiety.
Compliment the person for making a wise decision. Your words
might be helpful to him while justifying it to another person.
©
Slide 38
Closing Worksheet
Closing Clue by
prospect
"That sounds fine"
Closing method
Direct appeal close
"What kind of financing do Multiple options close
you offer?"
Closing statement by salesperson
"Good, may I get your signature on this
order form?"
"We have two financing methods available
90 day or two year, which do you prefer?"
"Well, we don't have large Assumption Close
amounts of cash available
at this time."
"Based on your cash position, I would
recommend you consider our lease
purchase plan. This allows you to make
smaller payments and keep the cash you
need. I will be happy to write up your order
on the lease-purchase plan."
The prospect completes a Combination summary "That solution surpasses your quality
careful reading of the
of benefits/direct
requirements, meets your time deadlines,
proposal and
appeal close
and provides your accounting department
communicates (nonverbal
with the details they requested. Can you
clue) a look of satisfaction.
get your CFO's signature on this order?"
Be sure to thank the customer for
the order/business.
©
Slide 39
Handling Objections/Close Exercise
• Take your solution and proposal and try it on
your partner.
• Partner should try 2 objections from what we
learned.
• Try to handle the 2 objections with what we
discussed.
• Try 2 trial closes
• Customer role play should attempt to give some
closing clues. But be convinced that the sales
person has done the job
• Close with a hand shake
©
Slide 40
What to do when buyer says no
•
•
Do not blame yourself or anyone else
Get feedback
–
–
–
–
–
–
•
•
•
•
•
•
•
•
•
©
For yourself was it your style
For the company you represent
Was it the product
Was it the price
Competitor advantage or benefit
Relationship not built
Start working right away on the next order
Ask if there is any chance to revive the sale
Ask how to improve
Learn from your experience
Never treat a lost sale as a defeat
Do not abandon your relationship
Analyze lost sales in order to obtain success the next time.
Create a database/toolbox for future use
Pass feedback on to everyone in your organization
Slide 41
Final Quotes
• “Just because you say no doesn’t mean I
can’t get you to change your mind.”
Salesman’s Creed
• “Take no for an answer but don’t stop
asking”
Pat Croce
©
Slide 42
Follow up
• Thank the customer immediately after getting an order. Tell him
thanks for placing his confidence in you and that you will not let him
down. This will help eliminate buyer remorse.
• Give customer updates and progress reports. Send photos
• Make sure you contact/visit him after the equipment has arrived to
obtain immediate feedback.
• Be proactive. Did the shipment get there yet? Can I follow up with
you after you install the product.
• Respond to any issues after he receives the product.
– Nobody gets it right all the time.
– It is important not to avoid a problem meet it head on
– This is where a relationship with other stakeholders can really
help you head off a problem.
©
Slide 43
Customer Complaints
View issue as opportunity to
strengthen the business relationship.
•
•
•
•
•
•
•
•
©
Let customers disclose feelings
Listen
Do not challenge complaint as “invalid”
Do not alibi
Share point of view
Decide on course of action
Extend an apology
Ask customer what he would like to see happen to solve the
problem.
Slide 44
Follow Up exercise
• Do a follow up sales call on your
partner/customer
• Use techniques we learned
• Customer to make up a problem they had
with the material.
• Practice your listening and calming skills
©
Slide 45
You are now all Expert Salespeople
©
The Selling Process
Generate
Leads
Qualify
Leads
Probe
Customer
Needs
Follow
Up
Develop
&
Propose
Solutions
Close
The
Sale
Handle
Objections
©
Remember!
Selling evolves around the
customer
Slide 2
•
•
•
•
•
•
•
•
•
©
Selling Basics
Listen and Learn the customer’s needs and wants
Show Up
Do what you say you are going to do
Look at the world through the customer’ eyes
WIIFM
If I give him what he wants, then I get what I want
Develop Win Win solutions
Don’t give up
Form your own style by watching other sales people.
Take the good pieces of everything they do.
Slide 3
Ethics Video
©
Slide 4
Professional Image
People with a high level of professionalism
display:
©
Self-confidence
Optimism
Trustworthiness
Empathy
Adaptability
Courtesy
Initiative
Maintain high
Ethical
standards
Well Developed
Social Skills
Slide 5
Why Sell Video
©
Slide 6
Selling Quotes
•
•
•
•
•
•
•
•
©
“People don’t care how much you know until they know how much you care.”
Harvey B. Mackay
“If I give him what he wants then I will get what I want.”
Harvey B. Mackay
“If you don’t ask, the answer is always going to be no.”
Pat Croce
“If you do not have the right approach, no one is going to buy anything from you.”
L Baselice
“If you don’t have confidence in yourself to believe you can help, then how are you
going to convince your customers.”
L Baselice
“There are two types of politicians. The one who will talk and promise and then the
one who will listen and do.”
Bill Bradley
“If I help you win, I win too.”
Success is the sum of small efforts, repeated day in and day out.
Robert Collier
Slide 7
Seven Customer Expectations
©
1.
The supplier is expected to tell the truth. Vagueness is equivalent
to lying.
2.
The supplier is expected to know the customer's business.
3.
The supplier is expected to do what he says he is going to do.
4.
The supplier is expected to solve the customer's problem--the
customer is not interested in internal organizational issues.
5.
The supplier is expected to want the customer's business.
6.
The supplier is expected to keep the customer technology current.
7.
The supplier is expected to know what his product's capabilities
are and that those capabilities match published literature.
Slide 8
Generate Leads
• Inherit a list
• Find your own
–
–
–
–
–
–
–
–
Harris
D&B, salesgenie.com, Trade Magazines
Mailer/Web response/Advertising
E-mail opt in
Referrals/Networking
Census/BLS Web Sites
Trade Associations, Chamber of Commerce
Cold Calls
• Record customer record in CRM
©
Slide 9
Qualify Leads Exercise
• Look at your existing/new business and
develop a customer listing
• Use the A B C approach
• Determine what products will apply to
each customer
©
Slide 10
Customer Relationship Management
•
•
•
•
•
©
Contacts in MS Outlook
ACT software
Goldmine
Sharkware
Salesforce.com
Slide 11
CRM Data
• Gather as much data as you can
• Personal data needed to build a
relationship
• Common ground helps build a relationship
• Keep notes of every sales call
• Provides a basis of what to do next
• Helps develop sales plans
• Great way to gather report information
©
Slide 12
Door Busters and Brick Walls
•
•
•
•
Walls are there for a reason.
Look for partnering opportunities
Discuss Common industry issues
Ask the customer about his biggest problem or costly
items
• Ask if you can help on the next generation product
• Constantly re visit customers that shut you out. Things
are always changing.
• Do not lead with Price
– Price is the weapon of the disadvantaged.
– Price is ranked at the bottom of purchasing managers surveys.
– Low price has a cheap connotation.
©
Slide 13
Getting in the door
• Make friends with gate keepers
– These people like
handouts/samples/giveaways
– They like to feel extremely important
– They like to know you care about them and
the company/person they are protecting
– They are impressed with professionalism
• Front door/Back door/Side Door
• Up the ladder/down the ladder
©
Slide 14
Perseverance and Positive Attitude
•
•
•
•
•
•
•
Jim Carey Dumb and Dumber
Theodore Geisel
Babe Ruth Struck out 3000 Times
Larry Bowa and Charles Barkley got cut from their HS Teams
Told that I would never make it in college
Father Leonard Carrieri a sculptor who is legally blind
Pat Croce had the door slammed in his face at the Eagles Locker
Room
• Pat Croce using his listening skills on the 100 times he called
Harold Katz
• Dinnerware salesman at Country Club
• Never let anyone tell you that you can not do something.
©
Slide 15
Unique Selling Position
•
•
•
Engage the potential customer and create immediate interest.
Think of it as a 5 floor elevator ride.
Questions to ask yourself when developing the USP.
– What do I sell
– How do my existing customers benefit by what I sell and how can I carry them
over to this prospect.
– Communicate this benefit(s) early in the statement
– Keep in mind how you will present this. Voicemail, gatekeeper, or brief
encounter with the prospect.
•
Words to consider
– 21 words and phrases for the 21st Century
– Maximize profits or sales
– Minimize expenses, save or conserve
•
Words to avoid
– Can you tell me more about your business?
– We work with several of your competitors
– Did I catch you at a bad time?
©
Sample USP
Hello, my name is Tom Baselice from Technical
Sales and Consulting…we provide sales and
marketing training in order to help companies
maximize their sales revenue and increase their
customer retention. I am calling to see if this
might be valuable to you and your team
Slide 16
Unique Selling Position Exercise
• Develop a Unique Selling Position
Statement for your business
©
Slide 17
Qualify Leads
• Develop Customer Lists (A, B and C)
• Research
–
–
–
–
Internet
Industry Trade Journals
Become an Industry Expert
Learn how your product is used in that Industry
• Make Initial Contact
• Make Initial Sales Call
• Start to build a relationship
©
Slide 18
Building a relationship
•
•
•
•
Find Common interests
Send interesting articles, books
Keep informing about new products
Keep e-mail contact
–
•
•
Also use snail mail or priority mail to get attention
Always look for a way to keep the door open for the next call
Entertainment
–
–
Business Lunch
Business Dinners
•
–
–
•
Plays/Concerts
Sporting Events
Find ways to add your value to the customer
–
•
•
•
•
•
Always include significant others
This will produce a competitive advantage.
Goal is for a long term relationship
Look for Win Win
Try to exceed the customer’s expectations
Be a problem solver
Imagine yourself as an employee of the company
Two comments from former District Managers:
©
1.
If a person likes you he will find a thousand ways to give you
the business. If he does not like you he only needs one
reason not to give you the business.
2.
If a customer is going to entrust you with hundreds of
thousand dollars worth of business, don’t you think he would
like to know a little bit more about the person he is dealing
with?
Slide 19
Open Ended Questions Exercise
• Develop a list of open ended questions
that apply to your business
©
Slide 20
Probe Customer needs
• Every contact should be working toward
increasing your relationship.
• Listen and Learn – Open Ended Questions
• Ask to see the application
• Ask how can you save your customer’s
time
• Continue to build a relationship
• Contact other stakeholders at the
customer.
©
Slide 21
Probe Customer Needs/Relationship Building
Exercise aka Listen and Learn
• Use your USP to start a dialogue with a partner
• Try the USP out on a partner
• Selling Role Play
– Set up your partner with the details of who they will be
mimicking
– Use the open ended questions you developed or from
the list handed to you and try them on your partner
– At the same time develop information for your CRM
database, trying to build a relationship
©
Slide 22
Develop Solutions
• Analyze your notes from your discussions with the
customer
• Select the product
– Become an expert on the product
– Develop Feature Function Benefits
– Match benefits to buying motives
• Research competitor
• Determine the value the benefits represent
• Assemble the Value Proposition for the customer
– Include Tables
– Benefits
– Where and how much value you add
©
Slide 23
Propose Solutions
• Proposition should exceed the customer’s expectations
– Include customer’s logo with yours to demonstrate partnership
– Visualization that he could see himself buying your proposal
– Benefits should point out how the customer is getting what he wants
• Savings, profit, increased productivity and anything else you promised in
your USP.
– Include all the WIIFM issues for the decision maker
•
•
•
•
•
•
•
•
©
Make it professional looking and not canned
Communicate to all stakeholders customer and your organization
Give the feeling of ownership
Engage the customer in the process
Seek agreement on benefits you are providing.
Rehearse the presentation
Include photos and brochures
Include testimonials and case studies
Slide 24
Develop Solutions Exercise
• Based on the information you obtained
during your Listen and Learn Session
Develop a solution and how you are going
to present it.
©
Slide 25
Handle Objections
• Recognize verbal &
nonverbal clues
• Validate problems
• Find points of agreement
• Control anger
• Answer concerns
• Be alert for closing clues
• Do not oversell
©
Slide 26
Handling Price concerns
• Put the focus back on
value rather than price.
• Show where you add
value
• Do not apologize for the
price
• Do not jump to make
concessions
• Look for ways to include
perceived value
©
Price is only the tip
of the iceberg
Slide 27
Buyer Objections
Source of hesitation
Perceived cost Vs
benefit
Afraid to make a bad
decision
Unable to justify
decision
Request for….
Value articulation
Need more quotes Unsure you're the best
option
Targeted solutions,
value
Set with current
provider
Doesn't see the benefit
of change
Differentiation
Bad History
Past experience is
affecting current view
Offer proof of change
Objection
Price too high
Think about it
Talk to the boss
©
Create comfort,
provide proof
Risk reduction,
benefit review
Slide 28
Handling Buyer Objections
• Feel Felt Found response
• “I know how you feel. A lot of our customers
have felt that way until they found that….”
– We offer free delivery
– We have a two year warranty
– They do not need to spend extra time assembling our
product
• This helps empathize with the customer’s
concerns
©
Slide 29
Closing Video
©
Slide 30
Close the sale basics
• Recognize closing clues.
• Focus on point of greatest
interest.
• Handle tough points early.
• Avoid surprises.
• Keep prospect involved.
• Display confidence.
• Accommodate buyer’s
communication style.
• Ask for the order more than
once.
©
Slide 31
Closing the sale Verbal Clues
• Do you have a credit plan to
cover this purchase?
• What type of warranty do you
provide?
• How soon can we get delivery?
Time to try to close and ask for
the order or contract.
©
Slide 32
Closing the sale Recognition
• We like the quality control system
you have recommended.
• I have always liked to own a boat
like this
• Your delivery schedule fits our
plans
Time to try to close and ask for
the order or contract.
©
Slide 33
Closing the sale Requirements
• We will need shipment in 2 weeks
• Our staff will need to be trained
how to use this equipment
• All our equipment must be
certified by the plant safety officer.
Time to try to close and ask for
the order or contract.
©
Slide 34
Closing the sale non verbal clues
These are sometimes difficult to detect. They are body
movement, facial expressions and tone of voice.
• Watch for nodding (approval not just
dosing off)
• Suddenly the eyes start to widen.
• Prospect leans forward and appears to be
intent on hearing your message.
• Prospect studies the product or literature
intently.
©
Slide 35
Trial Close
• You should not wait until the end to close.
Trying earlier gives you more
opportunities.
• It might be too late if you wait until the end.
• Use the trial close when you are
reasonably sure the prospect is about to
make a decision. It is a good way to test
the buyer’s attitude toward the actual
purchase.
©
Slide 36
Trial Close Examples
• ‘We can arrange an August first shipment.
Would this be satisfactory?”
• “Would you rather begin this plan on July
first or fifteenth?
• “Which do your prefer the green or the
blue?”
• “Do you want one of our staff members to
supervise the installation?”
• “Will a $250 down payment be possible at
this time?”
©
Slide 37
Summary of benefits close
Summary-of-Benefits Close:
Reemphasizes benefits to help bring about favorable buyer
decision.
Confirmation Step:
Assure customer after sale has been closed that he made the right
decision and that you will not let him down.
Buyer’s Remorse:
Common emotional response in the form of regret, fear, or anxiety.
Compliment the person for making a wise decision. Your words
might be helpful to him while justifying it to another person.
©
Slide 38
Closing Worksheet
Closing Clue by
prospect
"That sounds fine"
Closing method
Direct appeal close
"What kind of financing do Multiple options close
you offer?"
Closing statement by salesperson
"Good, may I get your signature on this
order form?"
"We have two financing methods available
90 day or two year, which do you prefer?"
"Well, we don't have large Assumption Close
amounts of cash available
at this time."
"Based on your cash position, I would
recommend you consider our lease
purchase plan. This allows you to make
smaller payments and keep the cash you
need. I will be happy to write up your order
on the lease-purchase plan."
The prospect completes a Combination summary "That solution surpasses your quality
careful reading of the
of benefits/direct
requirements, meets your time deadlines,
proposal and
appeal close
and provides your accounting department
communicates (nonverbal
with the details they requested. Can you
clue) a look of satisfaction.
get your CFO's signature on this order?"
Be sure to thank the customer for
the order/business.
©
Slide 39
Handling Objections/Close Exercise
• Take your solution and proposal and try it on
your partner.
• Partner should try 2 objections from what we
learned.
• Try to handle the 2 objections with what we
discussed.
• Try 2 trial closes
• Customer role play should attempt to give some
closing clues. But be convinced that the sales
person has done the job
• Close with a hand shake
©
Slide 40
What to do when buyer says no
•
•
Do not blame yourself or anyone else
Get feedback
–
–
–
–
–
–
•
•
•
•
•
•
•
•
•
©
For yourself was it your style
For the company you represent
Was it the product
Was it the price
Competitor advantage or benefit
Relationship not built
Start working right away on the next order
Ask if there is any chance to revive the sale
Ask how to improve
Learn from your experience
Never treat a lost sale as a defeat
Do not abandon your relationship
Analyze lost sales in order to obtain success the next time.
Create a database/toolbox for future use
Pass feedback on to everyone in your organization
Slide 41
Final Quotes
• “Just because you say no doesn’t mean I
can’t get you to change your mind.”
Salesman’s Creed
• “Take no for an answer but don’t stop
asking”
Pat Croce
©
Slide 42
Follow up
• Thank the customer immediately after getting an order. Tell him
thanks for placing his confidence in you and that you will not let him
down. This will help eliminate buyer remorse.
• Give customer updates and progress reports. Send photos
• Make sure you contact/visit him after the equipment has arrived to
obtain immediate feedback.
• Be proactive. Did the shipment get there yet? Can I follow up with
you after you install the product.
• Respond to any issues after he receives the product.
– Nobody gets it right all the time.
– It is important not to avoid a problem meet it head on
– This is where a relationship with other stakeholders can really
help you head off a problem.
©
Slide 43
Customer Complaints
View issue as opportunity to
strengthen the business relationship.
•
•
•
•
•
•
•
•
©
Let customers disclose feelings
Listen
Do not challenge complaint as “invalid”
Do not alibi
Share point of view
Decide on course of action
Extend an apology
Ask customer what he would like to see happen to solve the
problem.
Slide 44
Follow Up exercise
• Do a follow up sales call on your
partner/customer
• Use techniques we learned
• Customer to make up a problem they had
with the material.
• Practice your listening and calming skills
©
Slide 45
You are now all Expert Salespeople
©