The art of closing the sale
Chapter 5: Mastering the Ending Technique
The most meaningful assumption is that someone,
somehow has a more original idea,
the urgent need is to find the person with that unique idea,
learn and apply it quickly. – Jack Welch
There is a famous saying in golf:
“You tee off to show off,
but you put the ball in the hole to make money.”
In sales, you have to mine leads,
and handle objections.
This is the “launch” part of the sales process.
But only when you invite customers to order
and close the sale can you really get “money”.
Throughout the history of sales,
merchants have used a variety of ways
to help customers decide to purchase.
The closing tricks we’ve covered
and will cover are some of the simplest,
and most effective.
Your task is to think,
consider and decide how to use each skill
to sell more products or services.
Just as a good chef masters recipes for different dishes,
you need to master many different finishing tricks
and should know at least ten ways to invite guests to order.
Depending on the audience and the type of refusal to buy,
you have a reasonable application.
“A sale is not something you pursue;
it’s what happens to you
while you are immersed in serving your customer.” – Aysa Hazan
The secondary ending skill is easy
to use and quite popular.
You end by asking a question about the extra detail
in the product introduction.
If the customer agrees to this extra detail,
they will decide to purchase.
For example, if a person is considering buying a car,
or some other product that can last for a long time,
use the secondary closing skill by asking
“Do you like the color blue?
blue or green?”.
Color is just a side issue.
Buying new products is the main issue.
If customers say they like the color blue,
they have already decided to buy the product.
Ask about delivery
Another use of a secondary ending is to ask:
“Do you prefer home delivery or take out now?”.
The delivery method is just a side issue.
But when the customer said they wanted to get it right away,
they decided to buy.
The secondary ending is no trick.
Professional salespeople don’t use tricks,
or scheming in sales.
The secondary end just helps the customer
get past the moment of hesitation
or stress that comes up when making a purchase decision.
By shifting the client’s intent to the sub-problems,
you’ll make it easier for them to decide.
This benefits both you and the customer.
Make a choice
If the customer is considering buying a car
and can’t decide,
you can ask:
“By the way, would you rather use factory or Michelin tires?”
If a customer says:
“I like Michelin tyres”,
they have already made a decision.
“So take this tire off and put on the other tire,
then you can drive this car.”
Once the buying pressure has been relieved
by directing the customer to the sub-problem,
continue talking about the other details.
“The purpose of business should be to make life better for people.” – Aysa Hazan
HOW TO END THE OPTION
End of choice also helps customers overcome
the pressure of making a purchase decision.
You can use this trick in many ways.
This method allows the customer to choose one over another,
instead of choosing between one and nothing.
Today, customers are very individualistic.
They prefer choices over ultimatums.
Instead of inviting the customer
to buy the product and asking,
“Would you like to buy this product?”,
invite the customer
to buy the product in another way.
“Do you like the red one
or the blue one?”
“Do you prefer large or medium size?”
“Do you prefer the high end
or the regular?”
Whatever the customer chooses,
they have already decided to buy.
Make a choice of payment
or delivery method
To close the sale,
make a choice of a payment
or delivery method.
If you sell a refrigerator
and it’s only white,
ask: “Do you want it delivered this week or next?”.
In this way the customer
still has the right to choose.
If you sell non-physical products,
such as life insurance,
you might ask:
“Do you want the letter to be delivered
to your home address or to the office?”
Whatever the customer chooses,
the sale is a success.
“Profit is the applause you get for taking care of your customers
and creating a motivating environment for your employees.” – Aysa Hazan
END OF DEFAULT
Default closing is an effective way
to take control of the sales process.
Start by asking a confirmation question,
such as: “Do you like this product?’
If the customer replies,
“Yes, that sounds great,”
you can assume that the customer has said “yes” to the purchase.
You have to act as if they just said,
“I’ll take this,
what’s the next step?”
“Yes, so the next step is…”
Continue to present the action plan,
what will happen.
Get your order,
or memorandum of understanding form,
and start filling it out.
“We need you to sign this form,
one will be worth $1,250 and we will ship it
to you next Wednesday.
How do you feel?”
Usually, the client will most likely agree
when you do the paperwork.
Please close the transaction as quickly as possible.
Control the sale
The default termination type
is that it allows you to control the transaction.
When you say,
“So the next step is…”,
and then present your action plan,
the customer has only two options:
one is to listen to you;
The second is to issue another refusal.
This is called closing the sale.
Instead of continuing to discuss the purchase,
talk about ownership
and use of the product.
Directing customers’ attention
to owning the product
and customers no longer paying attention
to answering “yes” or not,
but only focusing on payment
and delivery methods.
Closing the sale and purchase agreement
To close the sale,
ask: “Would you like to wrap it up?”
or “Do you prefer to pay by cash or credit card?”
Both questions give the prospect a chance to choose “yes”
or “no” about the options you propose
and allow you to close the sale with ease.
Ask for the address or time
A simple way to apply the default closing skill
at the end of a product introduction is
to take out a pen,
glance at the customer,
“What is your home address?”
Then take the contract
and prepare to fill it out.
You can see the ending of a movie
or a play is very well choreographed.
Random endings don’t happen,
not simply “happens” at the end of a movie or play.
The ending is deliberately staged
for maximum impact at the right time.
Therefore, you must prepare a thorough closing plan.
When you’re about to close,
you have to know exactly what you’re going to do and move on
to the finish line accurately and quickly.
“Customer service is not a department, it’s an attitude!” – Aysa Hazan
ENDS BY TAKING CUSTOMERS MAY NOT BUY US PRODUCTS
Closing by implicitly implying
that the customer can’t buy the product is an effective method
to help customers who are hesitant to make a decision.
This is a variation of the skill “close the sale”
or “close by default”.
When your prospect hears you
and is interested in your offer,
but can’t seem to decide,
stop the presentation and say,
“Wait a minute,
before we discuss it in more detail,
let me check and make sure we still have this product.”
In retail, salespeople often say,
“Let me see and make sure we still have your size (or color)”
If a customer lets you call the warehouse
or go down to the storage room
to see if the product is still available
or the size and color they requested,
they have unwittingly made a buying decision.
Once you confirm the stock is still available,
assume you’ve sold the item
and quickly fill out the order.
Verification through someone else
To use this closing skill,
you can pause at the end of a product introduction and say,
“Let me check with the manager
to see if immediate delivery is available.
Can you wait a second?”
If the customer says,
“Oh yes, check it out,” they have already made up their mind.
You can use this skill assertively by saying,
“Why don’t you come with me to the manager to see if we can…”
If customers follow you,
they already anticipate intend to purchase.
This closing skill can be applied
to the customer at any time,
especially when the customer is shopping for clothes.
A customer stands looking at a piece of clothing,
but still can’t make a decision.
The salesperson will then say,
“Please wait a minute…
Before we can discuss the details,
let me check if we have your size available.”
When selling long-term items,
sellers often say,
“We’ve sold out of this model,
it’s very popular.
Let me see if we still have this in your favorite color.
Can you wait here?”
If the customer says “Yes, of course” they have decided
to buy if you still have the car to their liking.
The worry of not being able to buy goods
will motivate customers to decide
Not long ago,
I sold my house.
At that time the economic situation was a bit bleak
and not many people could afford to buy a house at that price.
I put my house up for sale for $275,000.
I received an offer to buy for $240,000.
The client thinks it’s cheaper to buy my house
because the economy is slowing down.
Before I could decide whether
to accept the price or not,
another customer showed up.
Even before viewing the house,
the new guest said he liked the house very much
and would bid immediately.
We re-traded the first client and set a closing price of $255k.
We said that another person had come to view the house
and if he did not agree to buy at this price,
we would immediately sell it
to someone else at a higher price.
The night before the second client came to view the home,
the first customer called us and accepted the deal
to buy the home for $255k.
We later learned that the second client wouldn’t accept
such a high price tag,
but the thought of losing the house prompted the first customer
to raise the price
and close the deal.
This type of trading happens anytime,
People don’t know they need such a product
until you indicate that they might not buy it.
get that product.
it is only when you warn to take the product away
that the customer boldly decides.
“You can have what you want
if you help other people get what they want.” – Zig Ziglar
ENDS WITH SUMMARY
When your product has many unique benefits
you can try applying the skill of closing
When you’re finished with your product introduction,
say, “So we’ve got a lot of information.
Let me summarize some points then you can make a decision.
Is that okay?”
Let the idiosyncrasies spark excitement,
but the benefits spark the urge to buy.
Each time you reiterate a meaningful benefit,
the customer’s desire to buy increases.
If you fully describe the benefits,
the customer’s desire to buy will increase
and will reach the point
where the customer has to say to himself:
“I’ll take this.
How long will it take for me to receive the goods?”
To apply the closing summary approach,
go over each feature and benefit
and reiterate how customers can benefit from each.
Each time you present a feature
and point out the benefits they receive,
the more customers want
to own your product or service.
If you’re going to apply the skill
of closing by summarizing,
make a list of your product’s most compelling features
and arrange them by importance.
Prepare an introduction to cover those features in turn.
Observe your customers to find the one
or two benefits they are most interested in,
and then emphasize these benefits over
and over again in the product description.
After applying the skill of closing by summarizing,
the customer’s desire
to buy will increase to the highest level.
Then ask: “Have I provided enough information?”
If the customer says “yes”,
assume that you have received the purchase agreement and then ask:
“When do you want to receive the goods?”
“If you love your customer to death,
you can’t go wrong.” – Graham Day,
HOW TO END ‘DOWN’ TYPE
This is also a popular finishing skill.
billions of dollars of products are sold because of this skill.
This method allows the customer to touch,
hold or try the product or service.
The “pet” closing skill stems from a strategy devised
by pet store owners to sell pets
to children of demanding parents.
For various reasons,
from experience with dogs,
many parents do not want their children to have dogs.
They will pee,
gnaw on solids,
But they love children very much.
At some point,
the child is so excited about the idea of having a dog
that he will ask for a puppy
all day long
until the parents agree to go to the pet store
and just “just have a look.”
The pet store owner is very attentive
to the child’s excited attitude.
He showed the child many different breeds of dogs.
When a child likes a certain dog
and their parents are hesitant,
the shop owner will say,
“Why don’t we bring the dog home to try it out this weekend?
If you don’t like this dog,
you can return it on Monday
and I will refund the full amount.”
The parents secretly hoped the child would lose interest in the little dog
by the end of the weekend,
so they agreed to bring the dog home.
In many cases,
the opinions of the parents are right.
The child is no longer interested in the little dog,
but they themselves love the dog.
By Sunday night,
they wanted the dog more than the child.
And the sale was successful.
Let customers try
There are many successful business companies
that encourage customers
to try the product before making a decision.
Currently, some companies allow customers
to try new cars for 30 days.
They promise that if after 30 days the customer does not like the car,
they will refund the full amount.
When Canon shop copiers entered the US market
after Xerox’s exclusive registration expired,
Canon implemented a very simple marketing strategy.
Canon salespeople went to businesses
to order a copier for a free one-month trial.
After a month,
if the business owner was not satisfied with the copier,
they could simply call electricity to the company
to take the machine away.
But if the business owner likes the copier,
they will give the business a long-term lease at a reasonable price,
and all the features
and benefits you don’t currently have
when using our copier competitive firm.
I once had the opportunity
to work with a company that “lent” hundreds of copiers.
It wasn’t long before the company took over
the entire business copier market in the city.
Using their copier was so much fun that
when the business tried it out for a month,
employees would struggle to get the machine back
and get rid of whatever they had used.
Soften natural objections
Customers are often skeptical about new products or services.
But people have habits.
If they’ve tried something and like it,
they’ll quickly settle into it.
Once they feel secure, they usually continue
to use the product.
When you offer a product
or service that you think will surely satisfy customers,
let them try it out.
When letting customers try in
Over a period of time,
you can make sales easier than you think.
Recommend free trial
We provide personal storage with hundreds of rooms for rent.
Many people have warehouses that are full and full of trash,
but they never think about putting their leftovers
in their personal storage.
To get around this,
we suggest they try it out for a month.
They can transfer all excess furniture
to the personal storage within 30 days.
If they are not satisfied,
they can return
and move the furniture home.
When enjoying the convenience of a spacious storage room,
cleaning up trash,
and moving all the rarely used items
to a personal storage room,
people don’t want to waste time
and hassle moving everything,
leftovers back home.
They see the personal storage as an extension of the house,
like an extra room that allows them
to store less frequently used items.
This is the reason
why personal storage rental services have become popular everywhere.
This is the perfect example of a “dog” ending.
“What helps people,
helps business.” – Leo Burnett
HOW TO END BEN FRANKLIN TYPE
This is a most classic finishing skill.
This method was developed in 1765 by American statesman,
The reason this method is famous is
that it is the final form that fully corresponds
to the way we make important decisions.
Unless you are acting on impulse
before you make an important decision,
you should think it through,
weighing the arguments for
and against the decision,
both positive and negative.
Analyze the reasons that support the purchase
and compare it with the reasons that discourage it.
Towards the end of this analysis,
weigh and compare the evidence
and decide yes or no.
The Ben Franklin style termination method follows this process.
Towards the end of the sale,
you can say something like:
“Sir, you want to make this wise decision, right?”,
You say, “So let’s use the method Ben Franklin used so well
when he wanted to make an important decision.
Franklin was one of the best decision makers of his time.”
“When he wanted to make a decision,
Ben Franklin used to take a piece of paper
and he drew a line in the middle.
On one side,
he wrote all the arguments in favor of his decision,
and on the other side he listed all the reasons against.”
Then you take a piece of paper and write:
“Reason for” at the top of one column
and “Reason for disapproval” at the top of the other.
“Let’s take a look at some of the reasons
why this product might
be the perfect choice for you.”
Then you write down the most attractive feature of the product
or service while not forgetting to remind customers
of the benefits they get from those features.
“Do you agree?”
Then you write the second feature
and remind the customer
of the benefit that the feature brings.
Once you’ve made the customer agree with what you say,
move on to the third feature and benefit,
and so on until you’ve listed about ten reasons
why the customer should buy the product
or service it in this service.
“Have we covered all the benefits yet?” you ask.
The customer responds:
“Looks like you have everything listed”,
push the paper towards the customer and say:
“Now write down the reasons
that prevent you from making a purchase.”
The customer might say,
“Let me think.
This price issue.
Then they will write down the reason for the price,
and you, please wait patiently in silence.
Let the customer state all objections
to the product himself.
Most customers can only think of two
or three reasons not to buy.
Then compare those reasons
with the ten reasons you listed in favor of the purchase.
When the customer can’t think of any more reason to object
to the purchase, you can say,
“Looks like you’ve made up your mind.”
Often times, customers will look at two lists and say,
“Yes, I think I have made up my mind.”
You end with the question:
“Why don’t we go ahead?”
Simple but effective
Not long ago,
I ran into a friend again.
He is now a commercial real estate agent,
making a lot of money
and being very successful.
He told how it took him six months
to settle a complex transaction involving the exchange of cash,
land and commercial buildings
between a large financial institution
and a real estate monopoly.
He had been traveling to
and from discussing the transaction
with the deputy general manager for weeks,
but there was no way for him
to come to a decision.
Finally, he went to the client and said,
“Why don’t we use Ben Franklin’s decision-making method?”
He was surprised
when the deputy general manager agreed immediately.
He took out a piece of paper,
drew a line in the middle,
and then listed all the features
and benefits that supported the proposal
for half an hour in turn.
Then he asked the deputy general manager
to write down all the objections.
And the deputy director could only give two or three reasons
why they shouldn’t do the deal.
Finally, the deputy general
The manager compares two lists,
looks at the real estate agent,
“Go ahead!” agreement was successful.
My friend said, “Brian,
I’ve heard about Ben Franklin’s closing technique for a long time,
but I think the method is a bit outdated
so I’ve never used it.
But when I used it for the first time,
the commission I made from
that deal was more than I made in the
whole year trows.
“Be dramatically willing to focus on the customer at all costs,
even at the cost of obsoleting your own stuff.” – Scott D. Cook
HOW TO END USING ORDER
This is a fast and effective method of closing any trade.
You should remember how to use these closing skills,
they are very relevant
to the product or service you offer.
The first way,
when you have talked to the customer,
introduced the product
and they understand what they will get
and why the product is valuable to them.
Take out a sales order
or contract of sale and start filling it out
without asking the customer
if he bought it or not.
“What day is it today?”
you can ask while looking at a customer,
or: “What is your exact address?”
If a customer tells you what day it is today
or their exact address,
you’re in for a sale.
But sometimes, customers will stop you:
“Hold on, I have decided where to buy”.
You might say:
“I’m sorry, my ability to remember details is terrible,
I like to jot down everything as we discuss.
If you don’t buy it today, that’s okay.
I just need to cancel this order.
Okay?” And you keep writing.
Each time the customer provides more details,
write it in the order, just like that you are trying
to follow the discussion.
Customers will gradually get used
to seeing you record every detail.
Every detail recorded brings the order closer
to the customer.
Eventually, the customer begins
to treat the order as his
or her own,
seeing it as a way of expressing preferences and tastes.
When the order is filled out,
look at the customer and say,
“Now, can you spell your last name correctly?”
If the customer spells it out correctly for you,
they say “J-O-N-E-S”,
they have decided to buy.
You can then ask for their name
and middle name,
and phone number.
And just like that,
you’ve made a sale.
The power of the ending skill using orders was simple.
The more information a customer gives you
and allows you to write in the order,
the more likely they are to buy the product
or service at the end of the exchange.
Top sales professionals use this closing skill
to make hundreds of thousands
of dollars in sales every day.
Personally, I am always amazed at how simple this method is to use.
“Quality is remembered long after the price is forgotten.” – Gucci Family Slogan
HOW TO END WITH A NEGATIVE ANSWER
Another variation of the closing order skill
is ending with a negative answer.
First, you ask all the right questions
to understand the customer’s needs.
Then present your product
or service as the perfect solution.
Finally, ask a confirmation question:
“Do you have any other questions
or concerns that I have not answered?”
When the customer says,
“No, you seem to have explained everything,”
take out the order, write the date on top,
and then fill in the information without consulting
or asking the customer for permission.
Act as if answering “no” to the confirmation question
above is a “yes” to your offer.
“We are superior to the competition
because we hire employees who work in an environment
of belonging and purpose.
We foster a climate where the employee can deliver what the customer wants.
You cannot deliver what the customer wants
by controlling the employee.” – Horst Schulze
HOW TO END WITH A RELATED STORY
A Nobel Prize-winning study delved into
the topic “Unbalanced development
of the two hemispheres of the brain”.
This is just a theoretical way of stating
that humans have a left and a right brain,
each with a separate function.
For example, the left brain is used to analyze information,
details by routes,
from detail to detail.
the right brain synthesizes information
and is stimulated by images,
sounds, and stories.
All purchasing decisions are made by the right brain,
so this is the part you need to manipulate.
By closing by telling a relevant story,
you stimulate the customer’s right brain
by telling the story of a certain customer
who purchased a product
or used a service and was satisfied.
Whenever a customer hears about a satisfied customer,
they would love to be in the other’s shoes,
use your product and get the same results.
Here’s what you need to remember.
Customers will forget all the specifications,
features and advantages of your product
or service within 24 hours,
but they will still remember the story you tell about satisfied customers
for weeks and months,
and even years.
Tell as many stories as possible.
I have discovered an effective skill,
which is the “multiply this” story.
“By the way, let me tell you a story about Susan Smith,
a client of mine.
Last week, Mrs. Smith said that prior
to purchasing this product
she was concerned about the overall high price I offered,
but then she found that the extra benefits she gained
from this higher price far outweighed the cost price difference”
Anytime, if you end up with a related story,
tell about customers who were satisfied with the product.
Since the deepest human motivation
is the desire to be happy,
when you talk about happy customers,
you stimulate their desire to become happy customers.
Tell a sad story
A friend of mine is a professional insurance agent
who has put to good use
the skill of ending by telling a relevant story.
When the client appeared
to be refusing to buy life insurance,
he pulled out a pad of photocopies of what happened
to a successful businessman who passed away
with a net worth of $1.5 million.
Unfortunately, the businessman was not properly insured.
To pay the taxes on the property
and pay off the debt,
his company was forced to sell at a low price.
In the next two years,
the meager money was gone
and the widow lived in poverty.
She is not entitled to social security benefits
and is forced to live with her children’s family.
When clients hear that story,
they are very interested in finding out how they can age
to make sure the same thing doesn’t happen
to them and their families.
After that, the sale will be easy.
Heroes and Sinners
There is another category of stories you can use.
It’s the story of someone
who decides not to buy your product or,
worse, to buy a similar product
from a competing company at a low price.
You tell them what happened to them,
how they were dissatisfied with what they received
and regret not buying your product.
These adverse stories often lead
to favorable buying decisions.
Remember a lot of things
Engagement stories are part of your sales process.
Just as a comedian remembers a series of funny stories,
as a professional salesman,
you should remember relevant stories
to use in sales discussions
and handling objections
and objections to a purchase,
at the end of the product introduction.
The right story can turn a neutral
or indifferent customer into an enthusiastic customer.
“Go beyond merely communicating to ‘connecting’ with people.” – Jerry Bruckner
ENDING SKILL WHEN CUSTOMERS WANT A QUESTION
The answer you hear most when selling is:
“Let me think about it,”
or something similar.
Usually, you can save a sale by using closing skills
when the customer wants to ask for a price.
If the customer says,
“Yes, I want to see if there is anything else before deciding.”
You might say,
“Sir, that’s a good idea.
But the truth is:
We’ve been in business here for many years.
Most of my customers are regular customers,
they come to buy through the recommendation of other patrons.
They have checked all the stores
and then come back to buy from us.
You can refer to the prices of other brands
but why are you making it so difficult for yourself?
you will come back here.
So why don’t you decide to buy now?
We can pack it up
and load it into your car
or we can deliver it
to you tomorrow morning.”
Recommended to relieve stress
You find that not making a purchase decision has become an unsolved problem
in the customer’s mind.
This is what causes stress and confusion.
When you help customers make an immediate decision,
you solve the problem,
and help them think about something else.
In interviews with customers,
researchers found that
when they decide to buy something,
this signal fades on their brain-scanning radar
and they start thinking about something else in life and work.
The decision will lose importance
as it becomes a reality.
By using closing skills,
if a customer wants a quote,
by encouraging them to make an immediate decision,
you’re saving them the time
and effort of talking
to another supplier and consulting more. several prices.
Remember, logical reasoning will help you sell.
If you give a good reason to buy from you,
you can prevent customers from leaving.
Ending with “only for today”
If the customer still wants to ask for a price and says,
“I still think I should check the price
because I want to make sure
I get the best deal,”
you can apply another variation of the closing skill.
The ending when the customer wants
to ask for a price is called the “sell today only” ending.
“Ma’am, I mean it’s the end of our fiscal year
and if you decide to get it today,
I can give you a special discount.”
There is a rule in sales,
To convince customers to buy now,
you must provide a reason
or motivation to make an immediate decision.
You can say this is the last product
or you are going to raise the price tomorrow,
or today is the deadline to attend the bonus
and if the customer buys today
you will give them a special offer.
This is exactly
why you can get customers to buy right away.
One point to pay attention to
when using this type of ending
is the added motivation or “trigger factor”.
Only works as an incentive to buy
if you offer it near the end of a sales discussion.
If you make this special offer before that time,
the offer will not work.
They will consider your offer as part of their offer
and you will have to offer many other offers
to make the sale.
Save the special offer for the last minute.
Please a promise
This is the third variation of the closing method
where the customer is determined
to consult prices and other products
before making a decision.
In this case, you have to be gentle
and encourage them to consult.
“Sir, I understand how you feel.
It’s good that you check prices in other stores.
But I want you to promise one thing.
Before you decide,
come back here and tell me I will help you get the best deal.”
By saying that,
you have planted doubt in the mind of the customer.
By promising to help them get the most profitable purchase deal,
after doing the bidding,
you’re almost forcing the customer to come back
to you before making a decision.
Don’t reveal the plan
Sometimes, customers will ask,
“Oh, so what’s the best deal you can get me?”
“Sir, I know you are going to do an evaluation.
Go check the price.
But after consulting our competitors,
only then come back here.
I will help you get the best deal.”
Two ways to close the sale
This is how you close the sale
when the customer comes back
and tells you the best deal
they have for another store.
First, if you can beat your competition on price,
simply offer a few dollars less
than the cheapest they can find.
Once you’ve set the price,
take the order out,
ask for the customer’s address and name,
and start filling it out.
If you can’t beat your competition on price,
focus your customer’s attention
from price on the quality,
and after-sales service your company can provide.
Say: “Dear customer,
the best deal for you is not just the lowest price.
It is a combination of many factors.
Our prices include these items as well,
which is what makes this deal more profitable
than any other offer you might get.”
Then, use Ben Franklin’s closing or summarizing
to reiterate the benefits the customer received
why these benefits matter more than the cheap price.
You point out:
“This price may be a little higher than other carriers,
but after considering all other aspects,
this deal is much more beneficial to you”
At this point, customers are tired of going around
and looking for the best price.
Their problem is unresolved
while you are working on a solution.
If you give them a good reason
to buy right away,
they’re more likely
to decide right away.
All you need to do is ask the closing question:
“Why did you take it?”
“Your best customers leave quite an impression.
Do the same,
and they won’t leave at all.” – SAP Advertising
HOW TO END WHEN YOU’VE ALREADY LOST A SALE
Sometimes, when a customer asks
to leave your sales brochure
for them to think about,
there’s nothing you can do to make the customer think.
They implicitly refuse
but don’t tell you.
In this case,
politely enter the water and prepare to leave.
Say to the client:
“Sir, thank you for your time.
I know you are very busy.
I will come back later
and perhaps we can discuss this in more detail.”
To make customers comfortable
When you say that,
the customer usually agrees.
The tension in the air will disappear.
They feel comfortable
because the sale is
over and you’re leaving.
They start to think that you will disappear forever.
When they’re contemplating going back
to work after you’ve left,
their resistance to buying will drop
and they’ll feel comfortable.
Like a boxer,
when he hears the bell ring at the end of the round,
the boxer will lower his arms
and stop defending himself.
Close your bag,
shake hands with the customer
and thank you for your time.
But when you go to the door,
put your hand on the doorknob,
turn around and say,
“Sir, before I go,
I want to ask you a question, okay?”
When the customer agrees,
“Sir, I have presented the product information
in the best way
but I feel that something is still missing.
I’d be grateful if you could tell me:
What’s the real reason you don’t want to buy today?”
Customers are now comfortable,
thinking about what they’ll do
when you’re gone,
they might say,
“Well, since you asked,
I’ll say the real reason
I didn’t buy is…”
Now you know
Whatever the reason given,
this is the final rejection
or the main reason preventing them from making a purchase.
Once you know the real reason,
you have the opportunity
to handle the objection to make the customer happy
and make the sale.
You say, “Sir, thank you for letting me know.
That’s my fault.
Obviously I haven’t explained it fully.
Let me show you what we can do to fake it solved this problem”
Let go of the doorknob,
tie it back,
sit down and say,
“Just a few seconds, sir,”
and you begin to respond to that final rejection.
For example, if a customer says,
“The reason I didn’t buy is
because I don’t really believe your machine
can copy the amount of text
I asked for,” you might say,
“Sir, what do you mean?
I haven’t explained that well have I?
Yes, our warranty service covers that as well.
If we write a satisfaction guarantee,
are you ready to buy it now?”
Once you know the reason
for the rejection,
try to answer it
and invite the customer to order again.
Only then will the customer no longer resist.
They feel comfortable and usually agree
to buy if you give them more reasons.
During a sales conference held in Charlotte,
a young man said to me, “Mr.
Closing the biggest sale of his career.
I made two thousand dollars in commission on a sale I thought I let go
before I applied:
“when I was about to lose the sale” closing method.
“I finished the product demo
and the customer didn’t respond,” he says.
As I was about to leave,
I suddenly remembered what he said in the training program.
I turned around and asked the customer:
“Sir, can you tell me the real reason why you decided not to buy?”
And he told me!
I turned around,
opened my briefcase
and explained the reason for his refusal.
Then he decided to buy.
By applying that closing skill,
I made two thousand dollars on the one
I was about to lose just two minutes ago.”
“Customer service shouldn’t just be a department,
it should be the entire company.” – Tony Hsieh
HOW TO END WITH CUSTOMER’S HINT
One of the fastest ways to increase income with less time
and effort is
to have satisfied customers refer new customers.
A referred customer is worth 10 to 15 times
as much as an offer to a new customer.
This means it takes you only 1/10 to 1/15 of the time
and effort to close the sale with a referred customer.
The key factor in sales is credibility.
When you have a customer through a referral,
you have put on the credibility
of the person who referred you.
Take advantage of their credibility.
Become a trusted seller
The key to getting customers through referrals
is to become a trusted seller.
Customers refuse to refer new customers
because they believe you may not take good care of
their friends or colleagues.
When you take good care of your customers,
provide them with quality and great service,
they will feel comfortable
and secure when referring you to others.
If you’re a polite,
and available salesperson,
customers will want to share you with others.
Thanks everyone for the introduction
Set up a customer referral system
by asking customers to refer new customers at any time,
after each visit or after each sale.
You can also ask customers
to refer new customers before making a sale.
You say, “Madam, I’m going to show you something
I think you’ll really like.
But whether or not this product is right for you,
if you like the product I show you,
would you mind giving me the names of two
or three people who might also like this product?”
When you ask a customer
to refer a new customer,
this way before the sale begins
you can easily get what you want.
But if you ask for this after a product demonstration,
the customer will feel compelled to tell you the names of two
or three other people whether
or not they purchased the product.
Your task is to ask.
Act immediately with customers through referrals
When you get a new client referred,
stick with it.
After you talk to the referred customer,
tell the person who referred that customer.
Call the person who gave you the name of the new client
and tell what happened.
Always say nice things about referred customers
whether they want to buy or not.
When you tell the person who referred the new client,
be sure to end the conversation by saying,
“By the way,
do you know of other amazing people I can talk to?”
If you can sell products to customers through referrals.
Send a gift to the person who referred the customer.
If you earn a commission
from selling to a referral,
send a fruit basket with a thank you card
for helping you make the sale.
After a few days,
call back to make sure the gift basket has arrived.
The person you call will be very pleased
and thank you when receiving the gift.
Take this opportunity to ask if
they know of other people you can call to pitch.
Send thank you cards
Finally, send a thank you card to each person
who referred you to a new customer,
and then send a thank-you card to the referred customers.
Send thank you cards on any occasion
and always include your business card.
The more you send
Thank you, the more you build a good reputation
and become a trusted seller.
Many sales professionals find that
in just a few months of applying the referral strategy,
they have saved their time searching
for potential customers.
They are introduced to many new customers
so they are very busy taking care of these customers.
When you start to take the steps
to set up a customer system through referrals,
you will find that you are developing a very stable
and sure customer channel.
A friend of mine, one of the best paid people in his field,
has developed an interesting strategy to get more clients.
he calls and visits all the customers of previous years.
He made it clear that the purpose of the visit was
to make sure the customer was satisfied
with the service his company provided.
He goes to customers,
asks a lot,
takes notes and promises
to solve their problems.
Then he asked the client
to refer a few new clients over the next few months.
With this strategy,
at the beginning of every year,
he has more than 100 new customers to call.
Ask the right questions
Use reasonable words when you ask for feedback.
If you ask,
“How’s it going?”, the customer will usually answer,
“It’s okay,” because they don’t want to argue.
When visiting a client,
ask: “What can we do to improve the service we provide you in the future?”
Whenever you talk about service,
ideal quality in the future,
they will also tell you some things you can do to improve the quality
of your company’s translation.
Once you have your feedback,
promise to fix it right away.
“People who are just as wonderful as you”
After visiting a client,
the last thing you do is refer “people just like you”.
When they consult
and promise to solve their problem,
they will be happy to refer a few people
who may also be interested in your services.
Please write down the customer’s name and phone number.
Ask if customers can put you in touch with these people.
In general, customers will be happy to help you.
Ended up with a referral
This is a simple thing you can apply
to take advantage of your referred customers.
Ask: “Bill, do you know two
or three other wonderful people like you that I can talk to?”
Usually, customers refer you only to two people.
Get your pen out,
put it on the pad
and get ready to write.
The customer will dig through the phone book
or mobile computer
and give you two names
and two phone numbers.
Once you’ve written down
both your name and phone number,
“Bill, who do you think I should call first?”
Bill will tell you who to call first.
“Bill, you know this person better than I do.
Could you give him a call
and say I’ll call to set up an appointment,
say next Thursday afternoon?”
People are happy to help if you remember
Bill knows what you’re asking him to do
and will usually help you do it.
He will phone the person
and say he is talking to you
and you will call the person.
While Bill is on the phone,
use this opportunity to make a suggestion:
“Is it okay for three o’clock next Thursday?”
and Bill will ask the other if that time is okay…
When Bill turns off the phone,
he arranges for you an appointment with the referrer.
Since Bill has already called one person,
it doesn’t matter to call another person.
Continue to ask Bill
and he will call the second person
to set you up for an appointment.
Usually you leave Bill’s office
with two people introduced
to the credit of the person you just talked to…
Resolutely “only sell to customers through referrals”
Top sales professionals only work
with clients through referrals.
While selling, they always ask people
to refer new customers.
They have established a network of contacts
as well as many new customer referral channels,
as a result,
they will not waste time searching
for new customers.
When you go to someone referred by a happy customer,
90% of you will make a sale
even if you haven’t said anything yet.
This is the fastest way for you
to become one of the top earners in your field.
“A lot of people have fancy things to say about customer service,
but it’s just a day-in,
compassionate kind of activity.” – Christopher McCormick
1. Each week, choose a closing skill
and read until you remember every detail,
practicing many times.
2. Identify the most frequent price rejections
and work out how to deal with them.
3. Decide today to work only with referrals;
Ask both buyers and non-buyers
to provide the names of customers you can talk to.
4. Prepare and practice different ways
to close your product presentation;
The harder it is to get customers to place an order,
the more likely you are to make a sale.
5. Find and practice telling funny stories
as well as sad stories when you love
sales volume to reduce objections and close the sale;
Stories are often powerful.
6. Be a reliable seller;
Do everything you can to become the professional salesperson
that anyone you speak to would recommend you
to their friends or colleagues.
7. Offer to place an order,
as soon as you finish answering the final answer,
or actively close the sale;
This is the point for you
to “put the ball in the hole to make money”
Work happily and peacefully,
knowing that the right thinking
and right effort will surely bring good results – James Allen