Relationship selling through service mkt 173 chap 12

Closing Begins the Relationship McGraw-Hill/Irwin Copyright © 2007 by The McGraw-Hill Companies, Inc All Chapter 12 Main Topics         12-2 The Tree of Business Life: Closing When Should I Pop the Question? Reading Buying Signals What Makes a Good Closer? How Many Times Should You Close? Closing Under Fire Difficulties With Closing Essentials of Closing Sales Chapter 12 Main Topics        12-3  Prepare Several Closing Techniques Prepare a Multiple-Close Sequence Close Based on the Situation Research Reinforces These Sales Success Strategies Keys to Improved Selling The Business Proposition and the Close Closing Begins the Relationship When You Do Not Make the Sale Chapter 12 The Tree of Business Life: Closing Guided by The Golden Rule: Rule  Look for buying signals  Be confident in your suggested  True e T vic Et h ic al r Se T T T T T TT T T T T Builds   Relationships  I C order Prepare several closes for each call Do not take “No” personally Remember that a successful close begins your relationship You now prove your value with ethical service and your new relationship Closing  Remember to what’s best for the customer  Ask yourself, “Should they buy this?” If the  answer is no, tell them you don’t think they really need the product If the buyer still wants to buy, let the Golden Rule be your guide When Should I Pop the Question?  Closing is the process of helping people make a   decision that will benefit them There are no magic phrases and techniques to use in closing a sale Close when the prospect is in the _? _ stage of the mental buying process When Should I Pop the Question?  Closing is the process of helping people make a   decision that will benefit them There are no magic phrases and techniques to use in closing a sale Close when the prospect is in the conviction stage of the mental buying process Before You Close, What Should Be Done? Ask a trial close Why Ask a Trial Close Before You Close?  To determine if the prospect is ready to buy, and  To determine if there are:  Objections  Questions Let’s Review! When Is It Time to Use a Trial Close?*  After making a strong selling point in the presentation  After the presentation but before the close  After answering an objection  Immediately before you move to close the sale Research Reinforces These Sales Success Strategies  Common salesperson mistakes resulting in unsuccessful sales calls:  Tells instead of sells, doesn’t ask enough questions  Over-controls the call, asks too many closed-end questions  Doesn’t respond to customer needs with benefits  Doesn’t recognize needs, gives benefits prematurely  Doesn’t recognize or handle negative attitudes effectively  Makes weak closing statements, doesn’t recognize when or how to close Keys to Improved Selling  Ask questions to gather information and uncover     needs Recognize when a customer has a real need and how the benefits of the product or service can satisfy it Establish a balanced dialogue with customers Recognize and handle negative customer attitudes promptly and directly Use a benefit summary and an action plan requiring commitment when closing The Business Proposition and the Close  The Business Proposition  Chap – costs, markups, ROI, etc  Follows FABs and Marketing Plan  Use a visual aid to close Closing Begins the Relationship  When you make a sale, you change the person or organization from a prospect to a customer  You have helped the customer  Now, how you earn the opportunity to sell the customer in the future?  Make sure you have followed the Golden Rule in selling the correct product and providing exceptional service When You Do Not Make the Sale, Exhibit 12-12  Know that you cannot always sell everyone  Don’t take buyer’s denial personally  Be courteous and cheerful When You Do Not Make the Sale, Exhibit 12-12  Act as a professional  An adult salesperson  Leave the door open If After Your Presentation You Received a Positive Response to Your Trial Close, What Would You Do?* Approach Presentation Trial Close Determine Objections Meet Objections Trial Close Close If After Your Presentation You Received a Negative Response to Your Trial Close, What Would You Do?* Approach Presentation Trial Close Determine Objections Meet Objections Trial Close Close If After You Meet the Objection You Received a Positive Response to Your Trial Close, What Would You Do?* Approach Presentation Trial Close Determine Objections Meet Objections Trial Close Close If After You Meet the Objection You Received a Negative Response to Your Trial Close, What Would You Do?* Approach Presentation Trial Close Determine Objections Meet Objections Trial Close Close If After You Close You Receive a Negative Response, What Would You Do?* Approach Presentation Trial Close Determine Objections Meet Objections Trial Close Close Summary of Major Selling Issues  Be prepared to logically and clearly respond to  your prospect’s objections Basic points to consider in meeting objections:  Plan for them  Anticipate and forestall them  Handle them as they arise  Listen to what is said  Respond warmly and positively  Make sure you understand  Respond using an effective communication technique Summary of Major Selling Issues, cont…  Objections are classified as hidden, stalling, no    need, money, product, and source Objections help you determine if you are on the right track to uncover prospects’ needs and if they believe your product will fulfill those needs Objections show inadequacies in a salesperson’s presentation or product knowledge Closing is the process of helping people make decisions that will benefit them Constantly look and listen for buying signals from your prospect Summary of Major Selling Issues, cont…  Tailor your close to each prospect’s personality  Close in a positive, confident, and enthusiastic     manner Plan and rehearse closing techniques A good closer has a strong desire to close each sale Stay cool, determine any objections, try to close again You can’t make a sale until you ask for the order! End of Chapter 12 McGraw-Hill/Irwin Copyright © 2007 by The McGraw-Hill Companies, Inc All Chapter 12 ... Sales Success Strategies Keys to Improved Selling The Business Proposition and the Close Closing Begins the Relationship When You Do Not Make the Sale Chapter 12 The Tree of Business Life: Closing... Close? Closing Under Fire Difficulties With Closing Essentials of Closing Sales Chapter 12 Main Topics        12- 3  Prepare Several Closing Techniques Prepare a Multiple-Close Sequence Close...  Relationships  I C order Prepare several closes for each call Do not take “No” personally Remember that a successful close begins your relationship You now prove your value with ethical service