chapter 15 closing the sale 1 marketing essentials chapter 15 closing the sale section 15.1 customer...

Chapter 15 Closing the Sale 1

Marketing EssentialsMarketing Essentials Chapter 15 Closing the Sale

Section 15.1 Customer Buying Signals


SECTION 15.1SECTION 15.1

What You'll LearnWhat You'll Learn

The buying signals that a customer sends

The rules for closing a sale

The specialized methods of closing a sale

Customer Buying SignalsCustomer Buying Signals


SECTION 15.1SECTION 15.1 Customer Buying SignalsCustomer Buying Signals

Why It's ImportantWhy It's Important

At a certain point in the sales process, your customer will be ready to make a purchase. Sometimes the decision to buy is quick and easy. At other times, it's more difficult. In this section, you will learn how to recognize customer buying signals and how to close a sale.



Key TermsKey Terms

closing the sale

buying signals

trial close

which close

standing-room-only close

direct close

service close



Closing the sale is obtaining positive agreement from the customer to buy. All your efforts up to this step of the sale have involved helping your customer make buying decisions.

Closing the Sale



Timing the Close

Close the sale when your customer is ready to buy. Some customers are ready to buy sooner than others, therefore you must be flexible.



Buying Signals

Look for buying signals, the things a customer does that indicate a readiness to buy, such as facial expressions, actions, and comments.

Example: A customer is holding merchandise and smiling, or making comments that imply ownership.



Trial Close

A trial close is an initial effort to close a sale.

Attempt a trial close to test the readiness of the customer and your interpretation of a positive buying signal.



You will find it easier to attempt trial closes and to close more sales if you follow a few simple guidelines:

Recognize opportunities. Help customers make a decision. Create an ownership mentality. Don't talk too much. Don't rush a customer.

General Rules for Closing the Sale

Slide 1 of 3



Recognize Closing Opportunities Use major objections that have been resolved to close the sale. Take advantage of high customer interest after a dramatic presentation.

Help Customers Make a Decision When a customer is having difficulty making a buying decision, stop showing additional merchandise and remove those things that are no longer of interest.


Slide 2 of 3



Create an Ownership Mentality Use words that indicate ownership, such as you and your. Look for minor agreements from the customer on selling points.

Don’t Talk Too Much If you think the customer is ready to make a buying decision, stop talking about the product.

Don’t Rush a Customer Be patient, courteous, polite, and helpful.


Slide 3 of 3



Certain selling situations warrant the use of specialized methods:

which close

standing-room-only close

direct close

service close

Specialized Methods for Closing the Sale

Slide 1 of 3



Which Close Encourage a customer to make a decision between two items.

Standing-Room-Only close Use this when a product is in short supply or when the price will be going up in the near future.


Slide 2 of 3

Example: “This is the last pair of shoes I have in your size.”



Direct Close Ask for the sale with non-threatening questions or statements that get the customer ready for the close.


Slide 3 of 3

Service Close Explain services that overcome obstacles or problems: gift-wrapping, a return policy, special sales arrangements, warranties and guarantees,bonuses or premiums, and credit or payment terms.

Example: "Based on what I've shown you, how do you feel about this product?"



Don't despair if your initial attempts to close a sale are unsuccessful.

In a retail setting, invite the customer to shop in your store again.

In business-to-business sales, it may be possible to negotiate further.

Remember that even a customer who does not make a purchase is still a prospect for future business.

Failure to Close the Sale


15.1 ASSESSMENTASSESSMENT

Reviewing Key Terms and Concepts

1. What are customer buying signals?

2. When is the right time to close a sale?

3. Provide examples of the following closing methods: which close, standing-room-only close, direct close, and service close

4. Why is the failure to close not a true failure?


15.1 ASSESSMENTASSESSMENT

Thinking Critically

A customer seems to be frustrated because she likes three of the items you have shown her. What can you do to help make her buying decision easier?


15.1 Graphic OrganizerGraphic Organizer

Specialized Methods to Close the Sale

ServiceClose

Standing-Room-Only

Close

ClosingTheSale

ClosingTheSale

Which Close

Direct Close


Marketing EssentialsMarketing Essentials

End of Section 15.1

chapter 15 closing the sale 1 marketing essentials chapter 15 closing the sale section 15.1 customer...

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