The Selling Process
Steps 6, 7, 8
Chapter 15.1 & 15.2
Step Six: Closing the Sale
o Obtaining an _____________________________________ from the customer
o All steps up to now have been to help customer make buying decisions
Timing the Close
Some customers are ready to buy sooner than others
o The salesperson must be __________________
Buying Signals – the things customers do to indicate a _______________________________
o _______________________________
o Body language
o _______________________________
Trial Close
o The initial effort to ________________________________
o Used to test the readiness of the customer
o Even if it is not successful, you will _______________ from the attempt
How to Close the Sale
Help customers make a decision
o Work to narrow down options
Create ownership mentality
o Use words like _________________________________
Don’t talk too much and don’t rush
o Be patient and _________________________
o If you sense the customer is ready to buy, ______________________ about the product
Methods for Closing the Sale
Which Close
o Encourages customers to choose between ____________ items
o Review the benefits of each item and then ask…
_____________________________________________________
_____________________________________________________
Standing Room Only Close
o Used when the product is in short supply or when the price will go up very soon
o Can be perceived as a ______________________ tactic
o Salesperson can say something like……
_____________________________________________________
_____________________________________________________
Direct Close
o You _______ for the sale
o Use this method when the buying signals are ______________________
Service Close
o You explain services that overcome obstacles or problems the customer expresses

________________________________

________________________________
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Warranties and guarantees

Bonuses or premiums
Step Seven: Suggestion Selling
Selling additional goods or services to the customer
o Items that will ultimately
o Save the customer _________________
o Make the original purchase ________________________
Ways to use Suggestion Selling
o Offer _______________________________
o Recommend ________________ Quantities
o Call Attention to Special Sales Opportunities
Rules for Suggestion Selling
1. Use after customer has agreed to the sale, but before the transaction is complete
2. Make your suggestion from the customers point of view and give at least one reason
why they should add the item
3. __________________ the item you are suggesting
4. Make the suggestion _______________________________
Step Eight: After-Sales Activities
o This step includes
o Order processing
o ______________________________
o ______________________________
o Customer service
o They should all be handled in a way that promotes _____________________________
Order Processing
o Retail Selling
o Bag the merchandise with care
o Individually wrap fragile items
o Business to Business
o Complete all paperwork quickly and neatly
o Provide customer with a business card in case they have questions later
Order Fulfillment
o More complicated in E-commerce, mail-order, and telemarketing sales
o ____________________________
o Financial processing
o Packing and shipping
o Sometimes includes
o ____________________________
o Technical support
Follow Up
o Following through on all promised made during the sale
o Calling to confirm ___________________________
o Call to make sure the delivery was successful
o Call customers to explain any _______________
o Call a week or two after the sale to if the customer is happy
o Send a thank you note with your business card attached
Customer Service
o Providing good customer service is what brings in repeat business
○ Handling customer complaints
o Main goal is customer satisfaction