14-1
Closing the Sale and Confirming the Partnership
Selling TodaySelling Today10th Edition
CH
AP
TE
R Manning and Reece
14
14-2
Six-Step Presentation PlanSix-Step Presentation Plan
1. Approach (Chapter 10)
2. Presentation (Chapter 11)
3. Demonstration (Chapter 12)
4. Negotiation (Chapter 13)
5. Close
6. Servicing the Sale
14-3
Strategic Planning for CloseStrategic 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
14-4
Actions During CloseActions During Close
• Recognize closing clues
• Focus on customer’s greatest interest
• Handle tough points _____
• Avoid surprises
• Keep prospect _____
• Display confidence
• Accommodate buyer’s communication style
• Ask for order more than once
14-5
Buyer AnxietiesBuyer Anxieties
• Review the value proposition from the prospect’s view
• Reluctance can bedue to:
• Loss of ____
• Fear of making a mistake
• Social or peer _________
14-6
Guidelines for Closing SalesGuidelines for Closing Sales
• Focus on dominant buying motives
• Longer selling cycles require multiple commitments
• Negotiate tough ______ before close
• Avoid surprises at close
• Display ________ at close
• Ask for order more than once
• Recognize closing clues
14-7
Closing CluesClosing CluesVerbal clues
• Questions
• Recognitions
• Requirements
Nonverbal clues
• Facial expression changes
• Prospect nods agreement
• Leans toward you
• Examines product literature intently
14-8
Specific Closing MethodsSpecific Closing Methods
• Trial close
• Summary-of-benefits
• Assumptive
• Special concession
• Multiple options
• Balance sheet
• Management
• Direct appeal
• Combination
14-9
Closing Worksheet
Closing Worksheet
FIGURE 14.3
14-10
Trial CloseTrial Close
• Made at opportune time
• “Can we ship in May?”
• “Would you like to start on the first of the month?”
• “Will a $500 downpayment be possible?”
14-11
Trial Close Opportunities
Trial Close Opportunities
FIGURE 14.4
14-12
Summary-of-Benefits CloseSummary-of-Benefits Close
• Reemphasize value-added buyer benefits
• “That’s $25 for each lunch, four conference rooms, and audio/visual support, plus our specialmeeting package.Can I make thisreservation for you?”
14-13
Assumptive CloseAssumptive Close
• Subtle way to ______________, assuming customer will buy
• Comes near the end of the presentation
• “Because this shipment can meet your timetable, let’s goahead and placeyour order.”
14-14
Special Concession CloseSpecial Concession Close
• Extra incentive for acting now
• Sample inducements
• Sale price
• Quantity discount
• Liberal credit plan
• Use with care
14-15
Multiple Options CloseMultiple Options Close
• Present several options to customer
• Steps:
• Configure more thanone product solution
• Stop when ampleselection presented
• Remove less-appealing options or products
14-16
Balance Sheet CloseBalance Sheet Close
• Outlines reasons to buy and not to buy
• Engage customer in this process
Reasons to buy
Reasons not to buy
14-17
Management CloseManagement Close
• Involve senior executives or sales manager
• Upper-level managers add value
• Makes prospect feel ___________
14-18
Direct Appeal CloseDirect Appeal Close
• Ask for the order in a straightforward manner
• Should not come too early
• Gain prospect’s respect first
• After asking,remain quiet
14-19
Combination ClosesCombination Closes
• Sales person simply combines two or more close methods for effectiveness
14-20
Practice the ClosePractice the Close
Make these closing methods work better via practice:
• Try sample “script” on sales manager
• Use a video camera,tape yourself
• Use closingworksheet to prepare
14-21
Create Your OwnClosing WorksheetCreate Your Own
Closing WorksheetInclude the following:
• Several customer closing clues (verbal and nonverbal)
• An appropriate closingmethod for each
• A subsequent closing statement for you to use
14-22
Confirmation StepConfirmation Step
• Reassure customer
• Confirm sale andpartnership
• Reduce buyer’s remorse—forms of regret, fear, anxiety about sale
• Compliment buyer on wise decision
• Thank customer for order
14-23
When Buyer Says NoWhen 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
14-24
Facing CompetitionFacing Competition
• Some buyers want to look at competing products/services
• Do all possible to helpcustomer make anintelligent comparison
• Stress areas whereyour product is superior