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Humber - The Business School Steve Bang: Adapting The Close and Confirming The Partnership

1. The document discusses closing the sale and common buyer anxieties like loss of options or fear of making a mistake. 2. It provides strategic guidelines for closing like reviewing barriers, closing methods, and asking for the order multiple times. 3. Recognizing verbal and nonverbal closing clues from the buyer is important, as is adapting the close to their communication style whether directive, emotive, supportive, or reflective.

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Himanshu Bhandari
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126 views9 pages

Humber - The Business School Steve Bang: Adapting The Close and Confirming The Partnership

1. The document discusses closing the sale and common buyer anxieties like loss of options or fear of making a mistake. 2. It provides strategic guidelines for closing like reviewing barriers, closing methods, and asking for the order multiple times. 3. Recognizing verbal and nonverbal closing clues from the buyer is important, as is adapting the close to their communication style whether directive, emotive, supportive, or reflective.

Uploaded by

Himanshu Bhandari
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Humber The Business School Steve Bang

Adapting the Close and Confirming the Partnership

Chapter 14

Closing the Sale Closing is not a strategy to win at the expense of the customer Some closing methods can move the customer from indecision to commitment Asking for the order is less difficult if the salesperson is strategically prepared for the close Always Ask for the Business

Common Buyer Anxieties Loss of Options Agreeing to purchase one product or service often means that some other purchase must be postponed Fear of Making a Mistake Can be a result of lack of trust of the salesperson Social or Peer Pressure Some buyers rely on the opinion of their peers and/or their boss to make a decision

Strategic Planning for Closing


1. Review possible barriers to closing the sale 2. Review closing guidelines 3. Prepare several closing methods 4. Plan to ask for the order more than once 5. Practice closing

Actions During the Close


1. Recognize closing clues 2. Focus on the point of greatest interest and give the prospect a reason for buying 3. Handle tough points early 4. Avoid surprises 5. Keep the prospect involved 6. Display confidence 7. Accommodate the buyers communication style 8. Display a high degree of confidence at the close 9. Ask for the order more than once

Recognize Closing Clues

Verbal Clues Questions from the prospect How soon can we get delivery? Recognitions A positive statement from the prospect I have always wanted to own a car like this. Requirements A conditioned outlined by the prospect that must be met before they will buy I need this by end of day tomorrow as I am leaving the country. Nonverbal Clues body movement, facial expression and tone of voice. Positive signs include: Eyes widening Nodding Leaning forward in their chair Examining the product intently

Methods of Closing the Sale


1.

2. 3.

4.
5.

Trial Close Made at an opportune time in the process to encourage the client to reveal their readiness or unwillingness to buy (minor point close) Direct Appeal Close Asking for the order in a straightforward manner Assumptive Close Asks for a minor decision assuming the customer has already decided to buy appropriate when the salesperson has removed perceived risks and the prospect has confidence in the salesperson Summary-of-Benefits Close Provide a concise summary of the most important buyer benefits Special Concession Close Offer the buyer something extra for acting immediately

Methods of Closing the Sale (continued)


6. Multiple Option Close Provide several options then begin eliminating them based on customer preference 7. Balance Sheet Close Have the customer help you create a list of the reasons for buying now and the reasons for not buying now and compare the lists 8. Management Close Involves including the salespersons manager or senior manager in the negotiation process (for large sales) 9. Impending Event Close Making positive use of a negative point (you must know the needs of the prospect) 10. Combination Close Use more than one method

Adapting to the Customers Communication Style Directive Makes quick decisions if they believe in your solution although they may reject your trial close be confident and persistent and show determination Emotive Needs social acceptance support their opinions, make good eye contact and be a good listener Supportive Often slow in making buying decisions and worries about change or taking risks understand their perceived risks and provide reassurance, be patient and dont use pressure Reflective Unlikely to be influenced by emotion review important factual information and ask them if there is anything else they require, never pressure

When they say Yes

Confirmation Step - Thank them and reassure them they have made the best decision (helps alleviate buyer remorse feelings of regret or fear) Ask them if they know anyone else who might benefit by the product or service

When they say No Make sure the deal is dead Review the chain of events that lead to the No Interview the customer to learn why the sale did not happen Always keep the door open for future sales

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