9 TH EDITION

1. 9TH EDITION Selling Today Manning and Reece CHAPTER 13 CLOSING THE SALE AND CONFIRMING THE PARTNERSHIP

2. LEARNING OBJECTIVES • Describe proper closing attitude • List and discuss guidelines for closing • Explain how to recognize closing clues • Discuss methods of closing sale • Explain what to do when --Buyer says YES --Buyer says NO

3. SIX-STEP PRESENTATION PLAN 1. APPROACH 2. PRESENTATION 3. DEMONSTRATION 4. NEGOTIATION 5. CLOSE 6. SERVICE See details Figure 13.1.

4. ATTITUDE TOWARD CLOSING ”Some closing methods can move the customer from indecision to commitment. When these methods are used effectively, the prospect will not feel pressured. …Closing should be thought of as the beginning of a long-term partnership.”

5. buyplusdirect.com

6. STRATEGIC PLANNING FOR CLOSE • Review barriers to sale • Review closing guidelines • Prepare several closing methods • Plan to ask for order more than once • Practice the closing See Figure 13.2

7. ACTIONS DURING CLOSE • Recognize closing clues • Focus on customer’s greatest interest • Handle tough points early • Avoid surprises • Keep prospect involved • Display confidence • Accommodate buyer’s style • Ask for order more than once See Figure 13.2

8. REVIEW VALUE PROPOSITION FROM PROSPECT’S VIEW BUYER ANXIETIES LOSS OF OPTIONS FEAR OF MISTAKE REACTIONS OF PEERS

9. GUIDELINES FOR CLOSING SALE • Focus on key buying motives • Longer selling cycles require multiple commitments • Negotiate tough points before close • Avoid surprises at close • Display confidence at close • Ask for order more than once • Recognize closing clues

10. CLOSING CLUES-VERBAL • VERBAL --Questions --Recognitions --Requirements See samples in text.

11. CLOSING CLUES- NONVERBAL • NONVERBAL --Facial expression changes --Prospect nods agreement --Leans toward you --Examines product literature intently See samples in text.

12. Trial close Summary-of- benefits Assumptive Special concession Balance sheet Management Multiple options Direct appeal Combination SPECIFIC CLOSING METHODS

13. CLOSING WORKSHEET Figure 13.3

14. TRIAL CLOSE • Made at opportune time --”Can we ship in May?” --”Will a $500 down payment be possible? --”Should our staff handle the installation?

15. TRIAL CLOSE OPPORTUNITIES See Figure 13.4.

16. SUMMARY-OF-BENEFITS CLOSE • Reemphasize value- added buyer benefits --”That’s $25 for each lunch, four conference rooms, and audio/visual support, plus our special meeting package.”

17. ASSUMPTIVE CLOSE • Asks for minor decision, assumes customer will buy --Usually question about minor point --”Should I put this on your account?”

18. SPECIAL CONCESSION CLOSE • Special inducement offered if prospect signs --Sample inducements • Sale price • Liberal credit plan

19. MULTIPLE OPTIONS CLOSE • Present several options Steps… • Configure more than one product solution • Stop when ample selection presented • Remove less appealing options or products

20. BALANCE SHEET CLOSE • Outlines reasons TO buy and NOT to buy To Buy Not Buy

21. MANAGEMENT CLOSE • Involvesenior executives or sales manager --Makes prospect feel important that your firm’s higher-ups are involved --Often used in auto sales

22. DIRECT APPEAL CLOSE • Ask for the order in a straightforward manner --Should not come too early --Gain prospect’s respect first

23. COMBINATION CLOSES • Sales person simply combines two or more close methods

24. SAMPLE CLOSING WORKSHEET Figure 13.3

25. PRACTICE THE CLOSE • Make these 8 closing methods work better via practice • Use closing worksheet • Try sample “script” on sales manager • Use a camcorder, tape yourself

26. CREATE YOUR OWN CLOSING WORKSHEET CLUE METHOD STATEMENT “Sounds good.” DIRECT APPEAL “Fine, please sign the order.” “What about the MULTIPLE “We offer 5% and financing?” OPTIONS and 4% with $100 down. Which do you prefer?” Also see Figure 13.3.

27. CONFIRMATION STEP • Confirm sale and partnership • Reassure customer • Buyer remorse—forms of regret, fear, anxiety about sale --Compliment buyer on wise decision --Thank customer for order

28. WHEN BUYER SAYS NO • Learn to manage disappointment • Focus on success • In win-win, there is never a real winner or loser • Consider methods to re-open sale at a later date • Analyze lost sales

29. FACING COMPETITION • Some buyers want to look at competing products/services • Do all possible to help prospect make an intelligent, informed decision • Stress areas where your product is superior Last slide Chapter 13.