Objectives for
The Close
• Understand what is difficult about the close for most people &
how can it be overcome. (Ch10, Q#1)
• When is the best time to obtain commitment?
• Describe some buying signals. (Ch10, Q#2)
• Explain a trial close and incremental closes when should it be
used. (Ch10, Q#3)
• What are common mistakes relative to closing a sale? (Ch10, Q
# 4)
• Match 5 closing techniques with their proper use situation.
(Ch10, Q#5)
• List the basic steps for setting customer expectations after the
sale. (Ch#10, Q # 6)
What is the “Close?”
Close – (v) to unite; to reach an agreement.
Closing in the sales process can have two meanings:
• ______________________________________
• ______________________________________
• Asking for the order transforms prospects into
customers
• Agreeing to the next step keeps the problem solving
process going
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Obtaining Commitment Today
Selling Chapter #12
• Buyers want to buy,
• Reliance on closing techniques may
.
• No commitment, no sale.
• ________________________________.
12-3
The CLOSE
• The Close is:
– Realizing your sales call ________________
– Obtaining a commitment from the prospect
– Often involves getting the order or an agreement to a trial
or plan.
• The close transforms ___________ into _________
• The close is the gauge for success of your sales call.
– Did you accomplish or exceed what you set out to
accomplish?
– Builds on good.. Preparation, Opening, Presentation &
handling objections.
– The close motivates the prospect to __________________
The CLOSE (Ch10, Q#1)
• Closing is challenging for many salespeople because
– Asking for the order is the __________________
– -indicates success or failure
– __________________________________________
– It’s difficult to ask people to _________their _________
resources
– The salesperson may not be
_____________________________________________
Asking for the Order
• “Asking for money” may seem _________________
• The only way for your customer to gain the
__________________________________________
• When they do not get the benefits that you believe
strongly are possible … _______________________
6
Chapter 8 6
Asking for the Order
• Consider that . . .
• The customer has spent time with you
• The customer agreed to work with you to find a
“best” solution
• They have given you information or talked with
you about their satisfaction with past solutions
• So, they ___________________________________
7
Chapter 8 7
Closing
• Be assertive
• The difference between “pushy” and
“assertive” is ___________
• It is far more common for salespeople to err
on the side of __________________________
Chapter 8 8
The CLOSE-Closing Suggestions
• 1) Be _____________and ______________
– Remember asking for the order
_____________________________________________
– Be positive but avoid being
_____________
– Be ready to probe for
_________________________
What is a close?
It is not a ________________ situation
where, control can often be important.
In a sales situation the buyer and seller are
attempting to become …
_____________________________________
______________________________
When to Close
• Close whenever the prospect is ready to buy!
• It is easy to “oversell”
• Many salespeople, feel compelled to
________________________________________
• They may actually __________________________
• When the prospect has sufficient information to
make an informed decisions
…CLOSE!
Chapter 8 11
DISC Communication Styles
• Part of knowing when to close will depend on the
buyer’s communication style
• High D’s may want to move to a decision
__________________________________________
• High I’s may appreciate your
__________________________________________
• High S’s may like something _______________
• High C’s may want you to
__________________________________________
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2.) When to Attempt to Obtain Commitment
• Buyer comments
–
–
–
–
___________________
____________
___________________
____________________
____________________
• Nonverbal cues
– ____________________
– ____________________
12-13
Requirements
are conditions
that have to be
met before a
_____________
_____________
2) Know WHEN to CLOSE
(Ch10, Q# 2)
Buying signals:
___________________________________________
that indicate a buyer’s willingness to commit to your
product/program
________________: Questions on buying;
Enthusiastic acceptance; Conditional willingness
to purchase
____ : Frequent nodding; Steps
back and admires product
Verbal Buying Signals
• By tuning in to the customer, the salesperson can
identify when it is time to close
• One clue is when the customer is doing almost as
much of the talking as the salesperson
• Another clue is when the customer begins talking
about steps that would
_________________________________
• Delivery, Training, or Financing, for example.
Chapter 8 15
“Mini Closes” Throughout The Call
(Ch10, Q#3)
• Actually, a good salesperson closes
_____________________
throughout the call . . .getting agreement on each step or selling point
that leads to final agreement to buy.
• This is called an ___________________.
– “Based on what you have told me so far . . . I think I have an idea
that could really help. May I share what I have in mind?”
– “How important is this auto engine-kill switch to your operators,
Arnie?”
– “So, the maintenance contract has some real merit for you, right?
The Trial Close
• The trial close is a question usually asked____________
through the presentation that is designed to find out where
the prospect is in their buying decision
• The trial close usually is a subtle
to buy
– Examples . . .
– _______________________________________________
– _______________________________________________
– _______________________________________________
– _______________________________________________
– _______________________________________________
Trial Closes
If your customer already knows you
and the product you can sometimes
begin the call with a trial close.
__________________________________
__________________________________
________________________________
APPEAL TO THE SENSES
______________________________________
_______________________________________
___________________________________
__________________________________
How Not to Close A Sale
• Closing is a time to show confidence in your
solution
• Never - Never - Never start a close by stating their
_______________
_ “___________________________________________
– ____________________________________________
– _____________________________________________
_____________________________________________
Techniques to Close the Sale
(Ch#15 Q# 5)
• There is no “
commitment
” to get
– But there are five commonly used techniques . . .
1. The ______________close
2. The ______________close
3. The ______________close
4. The ______________close
5. The ______________ close
•
Continuous yes close fits under 2 & 4 above
The Direct Close
• Simply ______ the customer for their business.
– “Gloria, we’d like to do business with you.
How about giving us a chance
to show what we can do?”
• Works well when . . .
– The sales relationship is
and __________
– The salesperson has just handled
___________________________________
– The salesperson and customer have a
– __________________________________
The Summary Close
• Briefly summarize the
___________________________________
– including benefits to the customer and address any major
concerns as benefits to the client
• Usually involves the following steps:
– __________________________________________
– __________________________________________
– __________________________________________
– __________________________________________
The Choice Close
• Offer the customer a
-but not the choice between
• “Would the standard or the deluxe model work best?”
• “Would you prefer cash or to be billed later?”
• “Which day of the week do you prefer delivery?”
(also called the fatal alternative)
• The choices offered are drawn from information you
The Choice Close
Give the customer the
Notice that there is NOT
Melissa- Kraft Foods
Would you like the
Green or Blue model??
The Assume Close
• Do not ask for the order
but assume they are ready to buy and
• On the surface this sounds presumptive
and even arrogant but when in the context of a strong
relationship
____
• It works best with
____
or when the prospect has
____
The Assume Close
• Four types of assume closes:
–
assumption “Great! I stop by tomorrow
and begin pulling soil samples!”
–
assumption “What I think you need is about three boxes
to get you started. I’ll get is shipped out yet today.”
Command Assumption
Things to notice
• _____________________
• _____________________
• Opportunity for a
_______________________
_____________________
• _____________________
• Just do it!
The Assume Close
_____________ - assumption • _________________________________________
– “You are really going to enjoy the convenience of those
doors.”
–
_____________ - assumption ________________________________________
________________ - assumption • ________________________________________
– or finalize paperwork for their signature
Special Feature Close
or Benefit in Reverse Close
After other attempts to close add something to
the value bundle
• ___________________________
• ___________________________
Something to push them over the edge on
their decision to buy
• Be sure they don’t feel ________________
• They will come to ____________________
Continuous yes close
( as long as it isn’t manipulative)
• Seller constantly asks questions for which
the buyers answer is ________
• By the end of the presentation the natural
answer is _________
• Follows naturally as a summary close or
leads to the assume close
Better thought of as a buying signal as you are
doing trail closes
The Close
____________________
__________________
Carla- Armour Swift Eckrich
Tim - Hormel
_________________________________
_______________________________
After They Say “Yes”
• Immediately after a customer says “YES” there are
several things that become important
• ____________________
• ____________________
• Clarify next steps
• Manage expectations
______________________
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If Commitment is Obtained
• No surprises- many salespeople make
serious mistakes here
___________________________________
_______________________________.
• Confirm the customer’s choice
• Get the signature
– Make the actual signing an ____________________
– Fill out the order blank accurately and promptly
– Be careful not to exhibit
______________________________________
at signing time …. Why?
12-33
Reinforce the Customer’s Choice
• Immediately after saying “yes,”
many customers experience second thoughts
• This is called _________________________
• Customer begin to ask themselves did I. . .
Did I really need that product or service?
Did I need to buy it now?
Did I pay too much?
Will this product really meet my needs?
Reinforce the Customer’s Choice
• It is also good to reinforce why they have made a good decision
_______________________________
• Buyer’s ______________ usually happens
after you have left them
• Give the customer a call or stop with an appointment in a few days
and ask if they have any additional questions and
_____________________________________
What If they Say, “No.”
added slide
• No one likes to be turned down
• It is difficult not to take rejection personally
• Remember -- When the customer says, “No”
• They are saying “No” to
_____________________
• They are not saying
_____________________
• They are just saying
_____________________
Chapter 8 36
What If they Say, “No.”
• Leave the door open for future business
• Their circumstance ___________________
• They may change ____________________
In all cases,
_____________________________________________
• If there could be a future opportunity,
____________________________
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If Commitment is Not Obtained
• Some reasons for lost opportunities
– _____________________________
– _____________________________
– _____________________________
• Discovering the cause
– Critical so that salespeople can proceed
intelligently to _________________
12-38
McGraw-Hill/Irwin
If Commitment is Not Obtained (continued)
– Suggestions for dealing with
rejection
• ________________________
________________________
• ________________________
• ________________________
________________________
12-39
What would you say to a friend to gain his or her commitment to go on a
spring break trip? Describe exactly what you would say to your friend,
using each of the following methods (make any assumptions necessary):
a. Alternative choice
_______________________________________________________________________
b. Direct request.
_______________________________________________________________________
c. Benefit summary.
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
d. Summary of pros and cons or balance sheet close
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
e. Summary by Probing.
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________