Pre-Assessment

1
Pre-Assessment Question 1 (Objective 1)
crm22_pre_01
Identify the three tips for finalizing the sale.
None
Listen to the customers readiness
X
Ask for the sale
X
Introduce features of the product/service
Establish next steps
X
Programming Please note that the correct answers
are identified here with an X.
none
blank_toggle_01
2
Pre-Assessment Question 2 (Objective 1)
crm22_pre_02
Which of the following are examples of being
ready to finalize a sale? Select all that apply.
None/standard graphic
Our office has over 100 workstations. Can your
company handle an order that size?
X
All right sir, we have established the best
options for your business. May I put you into the
system for delivery in one weeks time?
X
Unfortunately, I am not in a position to
authorize a payment of that amount. I will have
to pass this on to my superiors.
OK Maam, we have agreed to activate your service
contract after we have received the first of six
payments. Is that correct?
Programming Please note that the correct answers
are identified here with an X.
X
confirm
none
blank_toggle_01
3
Pre-Assessment Question 3 (Objective 2)
crm22_pre_03
Which of the following are the three key
strategies to use to finalize the sale?
None/standard graphic
X
Ask for the sale
X
Establish next steps
Review the key features and benefits that fit
your customers need.
X
Listen for the customers readiness to finalize
the sale
Ask a clarifying question.
Programming Please note that the correct answers
are identified here with an X.
confirm
none
blank_toggle_01
4
Pre-Assessment Question 4 (Objective 4)
crm22_pre_04
What type of finalizing question should you ask
when you want to assume that your customer is
committed to buying from you and you want to
focus on the administrative details?
None/standard graphic
Direct question
X
Indirect question
Clarifying question
Open question
Programming Please note that the correct answers
are identified here with an X.
confirm
none
blank_toggle_01
5
Overview Objectives
Pre-Assessment
What Is Finalizing the Sale?
Enter course title here
Listen for Customer Readiness
Ask for the Sale
Mastery Test
Establish Nest Steps
Putting It All Together
none
6
Overview
Finalizing the Sale
Screen One
t_2201_00_000
At (1) Start with a visual of a soccer player
ready to kick a goal toward a goalie. At (2)
graphic of the soccer player ready to kick the
soccer ball (tighter in shot?) At (3) and (4)
show indicated text. At (5) a visual of a CCR
listening. At (6) a thought bubble Should I
push the sale now? . At (7) Change the thought
bubble to Was that a clue? At (8) replace text
with indicated text underneath the graphic. At
(9) Return to one of the two graphics of the
soccer player (shown previously). At (10) Return
to the first graphic of the CCR (with no thought
bubbles)
visual will appear here
(3) If the player moves in the wrong direction,
he will miss his opportunity to score a goal. (4)
In much the same manner, a CCR needs to know when
to finalize the sale. (8) Who should take
responsibility?

• Programming
• Please synch the text and graphics with the audio
  as indicated. Add the continue button and the
  directional text at the bottom of the screen at
  the end of the audio.

2201_00_000aud1
classic layout
7
Overview
Finalizing the Sale
Screen One
e_2201_00_000
Who do you think should be responsible to request
the sale?
visual will appear here
At (11) move graphic to the left of the screen
and show the exercise.
X
You
Your customer
Programming Please note that the correct answers
are identified here with an X.
2201_00_000aud1
Single_Shot_01
Select the best answer by clicking on the button
to its right.
8
Overview
Finalizing the Sale
Screen One
e_2201_00_000
Who do you think should be responsible to request
the sale?
visual will appear here
None
X
You
Your customer

• (1) YOU are responsible for asking for the sale.
• (2) In this course you will
• (3) Investigate the best timing for finalizing
  the sale.
• (4) Examine how to finalize the sale as
  effectively as possible.

Programming Please note that the correct answers
are identified here with an X.
Programming Start with the introductory
sentence on the screen. Please display the
following text bullets, one at a time, in sync
with the audio. At the end of the audio, please
provide the Continue button.
2201_00_000aud2
Single_Shot_01
Click on the Continue button.
continue
9
Overview
Finalizing the Sale
Screen One
e_2201_00_000
Who do you think should be responsible to request
the sale?
visual will appear here
None
X
You
Your customer

• (1) YOU are responsible for asking for the sale.
• (2) In this course you will
• (3) Investigate the best timing for finalizing
  the sale.
• (4) Examine how to finalize the sale as
  effectively as possible.

Programming Please note that the correct answers
are identified here with an X.
Programming If the user selects the wrong answer
use this audio.
Programming Start with the introductory
sentence on the screen. Please display the
following text bullets, one at a time, in sync
with the audio. At the end of the audio, please
provide the Continue button.
2201_00_000aud3
Single_Shot_01
Click on the Continue button.
continue
10
Course Objectives
Finalizing the Sale
Screen Two
t_2201_05_005
visual will appear here
Please insert the standard objectives graphic.

• The objectives of the Finalizing the Sale course
  are to help you to do the following
• (1) Identify the three key tips to remember when
  finalizing the sale
• (2) Evaluate whether a statement made by a
  customer indicates that the customer is ready to
  buy
• (3) Identify an appropriate question to ask,
  either direct, indirect, or open, to finalize the
  sale

Programming Start with the introductory
sentence on the screen. Please display the
following text bullets, one at a time, in sync
with the audio. At the end of the audio, please
provide the Continue button.
2201_05_005_aud1
Classic
Click on the Continue button.
continue
11
What is Finalizing the Sale?
Finalizing the Sale
Screen Three
e_2201_10_010
Which of the following, do you think, would be
the best way to define finalizing the sale?
visual will appear here
Image conveying the idea of finalizing a deal.
Perhaps two hands grasping each other as in
shaking hands.
A statement that gets the customer to sign on the
dotted line
A question whose answer confirms the sale
X
A question that helps you to set an appointment
for a later contact
Programming Please note that the correct answers
are identified here with an X.
A statement that helps you to wrap up the call
2201_10_010aud1
Single_Shot_01
Select the best answer by clicking on the button
to its right.
12
What is Finalizing the Sale?
Finalizing the Sale
Screen Three
f_2201_10_010
None
Programming This screen provides the general
rollover feedback for each answer choice.
include reference for related audio here
Single_Shot_01
Roll over each answer for feedback. When you are
finished, click on the Continue button.
Continue
13
Tips to Finalize the Sale
Finalizing the Sale
Screen Four
t_2201_10_015

• (1) The goal of any sales contact is to get a
  particular action to occur.
• (2) Consultative selling strategies include
• (3) Analyzing customers needs
• (4) Positioning the product or service
• (5) Resolving customer objections.
• (6) You will examine three tips to finalize the
  sale
• (7) Listen for the customers readiness. Listen
  for buying signals from the customer to finalize
  the sale. These signals are statements that let
  you know the customer is ready to buy.
• (8) Ask for the sale. When responding to customer
  buying signals, ask a question that will confirm
  your customers interest in buying your product
  or service.
• (9) Establish the next steps. Allow your customer
  time to answer your question or ask if he/she
  needs more information.

visual will appear here
Have a visual of a female CCR looking at her
watch.
Programming Please synch the text and graphics
with the audio as indicated. Add the continue
button and the directional text at the bottom of
the screen at the end of the audio.
2201_10_015aud1
column layout
Click on the Continue button.
continue
14
Tip 1 Listen for the Customers Readiness to
Finalize the Sale
Finalizing the Sale
Screen Five
e_2201_15_020
Graphic to appear here
Graphic to appear here
Scenarios 1,2, and 4 should female customers and
3 and 5 should be male customers
Graphic to appear here
Scenario 1
Scenario 2
Scenario 3
Graphic to appear here
Graphic to appear here

• Buying signals most often occur
• During your positioning of the solution.
• After you have resolved any customer objections.

Scenario 4
Scenario 5
2201_15_020aud1
Click_and_play
Click on each Scenario button to hear a customer
situation.
15

Finalizing the Sale
Screen Five
Tip 1 Listen for the Customers Readiness to
Finalize the Sale
e_2201_15_020
visual will appear here
Everything in our office is gray or black. Does
your product come in either of those colors?
Scenario 1
Use the same graphic for the scenario as was used
on the previous screen.
Scenario 2
Scenario 3
Is this customer giving you a buying signal?
Scenario 4
(Yes)
No
Programming Please note that the correct answers
are identified here in (brackets).
Scenario 5
2201_15_020aud2
Click_and_play
Select the best answer by clicking on the
appropriate button.
16
Tip 1 Listen for the Customers Readiness to
Finalize the Sale
Finalizing the Sale
Screen Five
f_2201_15_020
None
If the user selects the correct answer, please
provide the following feedback
Good job! You realized that asking about colors
is a good indicator that the customer is taking
ownership of the product and is therefore
providing you with a buying signal.
Programming This screen provides the feedback
for correct and incorrect answer choices.
If the user selects the incorrect answer, please
provide the following feedback
Not quite. Asking about colors is a good
indicator that the customer is taking ownership
of the product and is therefore providing you
with a buying signal.
None
Click_and_play
Choose another scenario.
17

Finalizing the Sale
Screen Five
Tip 1 Listen for the Customers Readiness to
Finalize the Sale
e_2201_15_020
visual will appear here
Well, my kids could use a separate phone in their
room.
Scenario 1
Use the same graphic for the scenario as was used
on the previous screen.
Scenario 2
Scenario 3
Is this customer giving you a buying signal?
Scenario 4
(Yes)
No
Programming Please note that the correct answers
are identified here in (brackets).
Scenario 5
2201_15_020aud3
Click_and_play
Select the best answer by clicking on the
appropriate button.
18
Tip 1 Listen for the Customers Readiness to
Finalize the Sale
Finalizing the Sale
Screen Five
f_2201_15_020
None
If the user selects the correct answer, please
provide the following feedback
Well done! You realized that this customer was
giving you a positive signal that she is
seriously considering your idea.
Programming This screen provides the feedback
for correct and incorrect answer choices.
If the user selects the incorrect answer, please
provide the following feedback
Good try. However, this customer stating that her
kids could use the product should be an indicator
that she is seriously considering your idea.
None
Click_and_play
Choose another scenario.
19

Finalizing the Sale
Screen Five
Tip 1 Listen for the Customers Readiness to
Finalize the Sale
e_2201_15_020
visual will appear here
like your ideas, but we dont have a lot of
money in our budget for that sort of thing.
Scenario 1
Use the same graphic for the scenario as was used
on the previous screen.
Scenario 2
Scenario 3
Is this customer giving you a buying signal?
Scenario 4
Yes
(No)
Programming Please note that the correct answers
are identified here in (brackets).
Scenario 5
2201_15_020aud4
Click_and_play
Select the best answer by clicking on the
appropriate button.
20
Tip 1 Listen for the Customers Readiness to
Finalize the Sale
Finalizing the Sale
Screen Five
f_2201_15_020
None
If the user selects the correct answer, please
provide the following feedback
Youve got it! In fact, this statement should be
considered as an objection rather than as a
buying signal. On the other hand, this customer
is giving a signal of some interest in your idea.
If you are able to understand the concern, and
provide the needed information, you may still be
able to make this sale.
Programming This screen provides the feedback
for correct and incorrect answer choices.
If the user selects the incorrect answer, please
provide the following feedback
This statement should be considered as an
objection rather than as a buying signal. On the
other hand, this customer is giving a signal of
some interest in your idea. If you are able to
understand the concern, and provide the needed
information, you may still be able to make this
sale.
None
Click_and_play
Choose another scenario.
21

Finalizing the Sale
Screen Five
Tip 1 Listen for the Customers Readiness to
Finalize the Sale
e_2201_15_020
visual will appear here
I have to consult my husband before we make a
decision like that.
Scenario 1
Use the same graphic for the scenario as was used
on the previous screen.
Scenario 2
Scenario 3
Is this customer giving you a buying signal?
Scenario 4
Yes
(No)
Programming Please note that the correct answers
are identified here in (brackets).
Scenario 5
2201_15_020aud5
Click_and_play
Select the best answer by clicking on the
appropriate button.
22
Tip 1 Listen for the Customers Readiness to
Finalize the Sale
Finalizing the Sale
Screen Five
f_2201_15_020
None
If the user selects the correct answer, please
provide the following feedback
Youre right! This is a classic example of a
brush-off objection in which the customer is
trying to hide the concern by pushing it off on
someone else. You should consider asking a
question that would help you to understand what
the real concern is.
Programming This screen provides the feedback
for correct and incorrect answer choices.
If the user selects the incorrect answer, please
provide the following feedback
Great job! This customer is beginning to think
about the next steps and how to pay for the extra
equipment. Therefore, this is a definite buying
signal.
None
Click_and_play
Choose another scenario.
23

Finalizing the Sale
Screen Five
Tip 1 Listen for the Customers Readiness to
Finalize the Sale
e_2201_15_020
visual will appear here
Could I change the agreement that we have to
include the extra equipment?
Scenario 1
Use the same graphic for the scenario as was used
on the previous screen.
Scenario 2
Scenario 3
Is this customer giving you a buying signal?
Scenario 4
(Yes)
No
Programming Please note that the correct answers
are identified here in (brackets).
Scenario 5
2201_15_020aud6
Click_and_play
Select the best answer by clicking on the
appropriate button.
24
Tip 1 Listen for the Customers Readiness to
Finalize the Sale
Finalizing the Sale
Screen Five
f_2201_15_020
None
If the user selects the correct answer, please
provide the following feedback
Great job! This customer is beginning to think
about the next steps and how to pay for the extra
equipment. Therefore, this is a definite buying
signal.
Programming This screen provides the feedback
for correct and incorrect answer choices.
If the user selects the incorrect answer, please
provide the following feedback
Nice try. However, this customer is beginning to
think about the next steps and how to pay for the
extra equipment. Therefore, you should have
recognized this as a buying signal.
None
Click_and_play
Choose another scenario.
25
Recognizing Buying Signals
Finalizing the Sale
Screen Six
f_2201_15_025
None
Timing/Delivery Customer taking ownership
of your product or service Next
steps Money

• If you can get the contract to me by tomorrow,
  then we can do it.
• What is your availability for this?
• How soon can someone be here?
• How much notice do I have to give?
• Suppose I finish the trial period and decide I
  like it
• Well this product would definitely integrate into
  our existing system
• Well, we need to replace this as soon as we can.
• How would we implement this?
• When will the new model be available?
• Well, we could hold a meeting on
• How do we begin?
• What much will this cost?
• How much money would I have to put down to get
  this?
• What was it you said before about financing?

Category
Examples of Questions or Statements
2201_15_025aud1
classic layout
Click on the Continue button.
continue
26
Tip 2 Ask for the Sale
Finalizing the Sale
Screen Seven
f_2201_20_030
None
What is your availability for this? We need
to replace this as soon as we can. What will
this cost? When will the new model be
available?

• When do you need it?
• Would it help if we could deliver you a new one
  by Monday morning?
• What were you hoping to pay?
• The new model will be available in three months.
  However, we do offer a discount if you order now.
  Lets compare which will be the best way for you
  to go. Would this be helpful?

Buying Signal
Confirming Question
2201_15_030aud1
classic layout
Click on the Continue button.
continue
27
Ask for the Sale (Continued)
Finalizing the Sale
Screen Eight
t_2201_20_035
visual will appear here
Have the same CCR from 2201 _10_15 standing with
her arms outstretched and palms up. Over her
right hand have the word no and over her left
hand the word yes. Please differentiate the two
words somehow.

• (1) If the response is a no response
• (2) Return to asking clarifying questions in
  order to
• (3) Make sure that you understand your customers
  feelings.
• (4) Move the consultative selling process
  forward.
• (5) If the response is a yes response
• (6) Move to the next step.
• (7) Ask for the sale.

Programming Please synch the text and graphics
with the audio as indicated. Add the continue
button and the directional text at the bottom of
the screen at the end of the audio.
2201_10_015aud1
column layout
Click on the Continue button.
continue
28
Ask for the Sale (Continued)
Finalizing the Sale
Screen Nine
t_2201_20_037
Have a split screen of a female CCR and female
customer. At (2) have them looking serious. At
(3) Change image to them smiling. At (4) move
image to left side of screen and display the
exercise.
visual will appear here

• Programming
• Please synch the text and graphics with the audio
  as indicated. Add the continue button and the
  directional text at the bottom of the screen at
  the end of the audio.

2201_20_037aud1
classic layout
29
Ask for the Sale (Continued)
Finalizing the Sale
Screen Nine
e_2201_20_037
Which of the following would be the best way to
ask for this sale?
visual will appear here
A
Should I set up the service for you, Mrs. Smith?
X
Would you like to have the new system installed
in every office or just the main office, Mrs.
Smith?
What do you think, Mrs. Smith?
Programming Please note that the correct answers
are identified here with an X.
None
Single_Shot_01
Select the best answer by clicking on the button
to its right.
30
Ask for the Sale (Continued)
Finalizing the Sale
Screen Nine
e_2201_20_037
Which of the following would be the best way to
ask for this sale?
visual will appear here
A
Should I set up the service for you, Mrs. Smith?
X
Would you like to have the new system installed
in every office or just the main office, Mrs.
Smith?
What do you think, Mrs. Smith?
Programming Please note that the correct answers
are identified here with an X.
None
Single_Shot_01
Roll the cursor over each item on the left for
feedback.
31
Ask for the Sale (Continued)
Finalizing the Sale
Screen Nine
f_2201_20_037
None
Programming This screen provides the general
rollover feedback for each answer choice.
None
Single_Shot_01
When you are finished click on the Summary button.
Summary
32
Test Your Understanding of Direct, Indirect, and
Open Questions
Finalizing the Sale
Screen Nine
t_2201_20_037
Key Concept graphic
visual will appear here
Split screen image of the same female customer
and female CCR from previous screen and show the
Key concept graphic.
After you ask for the sale, remember to BE SILENT
so that your customer can respond to your
question.
Programming Please synch the text and graphics
with the audio as indicated. Add the continue
button and the directional text at the bottom of
the screen at the end of the audio.
2201_20_037aud2
column layout
Click on the Continue button.
continue
33
Ask for the Sale (Continued)
Finalizing the Sale
Screen Ten
t_2201_20_040
visual will appear here
Please have the test your understanding graphic.

• (1) To be an effective consultative CCR
• (2) Develop your questioning style.
• (3) Build long-term relationships with your
  customers.
• (4) Understand that different questions are used
  in different circumstances.
• (5) Have a bank of finalizing questions to choose
  from.

Programming Please synch the text and graphics
with the audio as indicated. Add the continue
button and the directional text at the bottom of
the screen at the end of the audio.
2201_20_040aud1
column layout
Click on the Continue button.
continue
34
Identify whether each question is direct,
indirect, or open.
Finalizing the Sale
Screen Ten
Test Your Understanding of Direct, Indirect, and
Open Questions
e_2201_20_040
None
Direct
Which of the two services do you think we should
set up, Mrs. Smith?
Indirect
Open
Programming Please note that the correct answer
is identified here in (brackets).
None
This_or_that
Select the best answer by clicking on the
appropriate button to the right of the statement.
35
Test Your Understanding of Direct, Indirect, and
Open Questions
Finalizing the Sale
Screen Ten
f_2201_20_040
None
If the user selects the correct answer, please
provide the following feedback

• Yes! This is an indirect question that assumes
  Mrs. Smiths agreement to buy, yet allows her to
  make the final choice between the two services
  recommended.

Programming This screen provides the feedback
for correct and incorrect answer choices.
If the user selects the incorrect answer, please
provide the following feedback
Not quite. This is an indirect question that
assumes the customers agreement to buy, yet
allows the customer to make the final choice
between the two services recommended.
None
This_or_that
?
?
Click on the right arrow to continue or the left
arrow to go back.
36
Identify whether each question is direct,
indirect, or open.
Finalizing the Sale
Screen Ten
Test Your Understanding of Direct, Indirect, and
Open Questions
e_2201_20_040
None
Direct
How does that sound to you, Mrs. Smith?
Indirect
Open
Programming Please note that the correct answer
is identified here in (brackets).
None
This_or_that
Select the best answer by clicking on the
appropriate button to the right of the statement.
37
Test Your Understanding of Direct, Indirect, and
Open Questions
Finalizing the Sale
Screen Ten
f_2201_20_040
None
If the user selects the correct answer, please
provide the following feedback
Well done! You realized that this question is
open and asks Mrs. Smith to let you know how she
is feeling about your recommendation. You might
ask this type of question if you did not receive
any buying signals from Mrs. Smith during your
conversation.
Programming This screen provides the feedback
for correct and incorrect answer choices.
If the user selects the incorrect answer, please
provide the following feedback
Good try. However, this is an open question that
asks the customer to let you know how he or she
feels about your recommendation. You might ask
this type of question if you did not receive any
buying signals from Mrs. Smith during your
conversation.
None
This_or_that
?
?
Click on the right arrow to continue or the left
arrow to go back.
38
Identify whether each question is direct,
indirect, or open.
Finalizing the Sale
Screen Ten
Test Your Understanding of Direct, Indirect, and
Open Questions
e_2201_20_040
None
Direct
May I have your okay to set up the new service?
Indirect
Open
Programming Please note that the correct answer
is identified here in (brackets).
None
This_or_that
Select the best answer by clicking on the
appropriate button to the right of the statement.
39
Test Your Understanding of Direct, Indirect, and
Open Questions
Finalizing the Sale
Screen Ten
f_2201_20_040
None
If the user selects the correct answer, please
provide the following feedback
Youve got it! This direct question doesnt
assume anything and directly asks for Mrs.
Smiths commitment to buy.
Programming This screen provides the feedback
for correct and incorrect answer choices.
If the user selects the incorrect answer, please
provide the following feedback
Nice try. However, this is an example of a direct
question. This question doesnt assume anything
and directly asks for Mrs. Smiths commitment to
buy.
None
This_or_that
?
?
Click on the right arrow to continue or the left
arrow to go back.
40
Identify whether each question is direct,
indirect, or open.
Finalizing the Sale
Screen Ten
Test Your Understanding of Direct, Indirect, and
Open Questions
e_2201_20_040
None
Direct
I could arrange to have your new phone system
installed next week so that you can begin to see
some relief from the problems that you have been
having. Shall I go ahead with the order?
Indirect
Open
Programming Please note that the correct answer
is identified here in (brackets).
None
This_or_that
Select the best answer by clicking on the
appropriate button to the right of the statement.
41
Test Your Understanding of Direct, Indirect, and
Open Questions
Finalizing the Sale
Screen Ten
f_2201_20_040
None
If the user selects the correct answer, please
provide the following feedback
Youre right! This is a direct question that
specifically asks for the order. What is
especially strong about this example is that the
CCR reminds Mrs. Smith what the benefit of saying
yes will be prior to asking for the sale.
Programming This screen provides the feedback
for correct and incorrect answer choices.
If the user selects the incorrect answer, please
provide the following feedback
Not quite. This is a direct question that
specifically asks for the order. What is
especially strong about this example is that the
CCR reminds Mrs. Smith what the benefit of saying
yes will be prior to asking for the sale.
None
This_or_that
?
?
Click on the right arrow to continue or the left
arrow to go back.
42
Identify whether each question is direct,
indirect, or open.
Finalizing the Sale
Screen Ten
Test Your Understanding of Direct, Indirect, and
Open Questions
e_2201_20_040
None
Direct
Well, Mrs. Smith, when would you like to do this?
Indirect
Open
Programming Please note that the correct answer
is identified here in (brackets).
None
This_or_that
Select the best answer by clicking on the
appropriate button to the right of the statement.
43
Test Your Understanding of Direct, Indirect, and
Open Questions
Finalizing the Sale
Screen Ten
f_2201_20_040
None
If the user selects the correct answer, please
provide the following feedback
Thats right! This is an indirect question that
assumes Mrs. Smith will want to buy, yet avoids
asking for the sale directly.
Programming This screen provides the feedback
for correct and incorrect answer choices.
If the user selects the incorrect answer, please
provide the following feedback
Nice try. However, this is an example of an
indirect question that assumes Mrs. Smith will
want to buy, yet avoids asking for the sale
directly.
None
This_or_that
continue
?
Click on the Continue button.
44
Test Your Understanding of Direct, Indirect, and
Open Questions
Finalizing the Sale
Screen Eleven
t_2201_20_045
visual will appear here
Image of a female customer. Please have 3 thought
bubbles over her head. Yes, Maybe, No. AT
(1), (2) and (3) have the thought bubbles appear
in synch with the audio. Also at (4) fade the
other bubbles back but leave them visible. At (8)
Make the Maybe bubble the most visible.

• (4) When the customer says, Yes
• (5) Confirm the customers commitment to buy.
• (6) Promise to send written information
• (7) Ask the customer to call back with questions
• (8) When the customer says, Not now, I want to
  think about it, or I want some more
  information
• (9) Attempt to resolve the situation as you would
  resolve an objection.
• (10) Maintain a positive tone of voice.
• (11) If you are unable to move forward
• (12) Promise to send written information.
• (13) Schedule a follow-up contact.

Programming Please synch the text and graphics
with the audio as indicated. Add the continue
button and the directional text at the bottom of
the screen at the end of the audio.
2201_20_037aud2
column layout
Click on the Continue button.
continue
45
Developing an Objection Mindset
Finalizing the Sale
Screen Twelve
e_2201_20_050
Review each example below to find the one that
most clearly represents how you feel.
Show a female CCR next to each button. Each face
should display a different emotion. Angry,
Concerned, Happy, Sad, Indifferent.
Angry
Concerned
Happy
Sad
Indifferent
2201_20_050aud1 - 6
Click_and_play
Move your cursor over each face for an example.
Click on the button to make a selection.
46
Developing an Objection Mindset
Finalizing the Sale
Screen Twelve
e_2201_20_050
Review each example below to find the one that
most clearly represents how you feel.
Show a female CCR next to each button. Each face
should display a different emotion. Angry,
Concerned, Happy, Sad, Indifferent.
Angry
Concerned
Happy
Sad
Indifferent

• (1) You feel
• Angry.
• (2) The customer has wasted your time.

• (3) You should
• Think from your customers point of view.
• (4) Understand why your customer said no.

2201_20_050aud7
Click_and_play
Move your cursor over each face for an example.
Click on the button to make a selection.
47
Developing an Objection Mindset
Finalizing the Sale
Screen Twelve
e_2201_20_050
Review each example below to find the one that
most clearly represents how you feel.
Show a female CCR next to each button. Each face
should display a different emotion. Angry,
Concerned, Happy, Sad, Indifferent.
Angry
Concerned
Happy
Sad
Indifferent

• (1) You feel
• Sad.
• (2) The customer rejected you.

• (3) You should
• Not take the rejection personally.
• (4) Understand why your customer said no.

2201_20_050aud8
Click_and_play
Move your cursor over each face for an example.
Click on the button to make a selection.
48
Developing an Objection Mindset
Finalizing the Sale
Screen Twelve
e_2201_20_050
Review each example below to find the one that
most clearly represents how you feel.
Show a female CCR next to each button. Each face
should display a different emotion. Angry,
Concerned, Happy, Sad, Indifferent.
Angry
Concerned
Happy
Sad
Indifferent

• (1) You are on the right track.
• (2) You are concerned.

• (3) You will use this as an opportunity to
  understand why your customer said no.

2201_20_050aud9
Click_and_play
Move your cursor over each face for an example.
Click on the button to make a selection.
49
Developing an Objection Mindset
Finalizing the Sale
Screen Twelve
e_2201_20_050
Review each example below to find the one that
most clearly represents how you feel.
Show a female CCR next to each button. Each face
should display a different emotion. Angry,
Concerned, Happy, Sad, Indifferent.
Angry
Concerned
Happy
Sad
Indifferent

• (1) You feel
• Indifferent.
• (2) There are many customers waiting to purchase.

• (3) You should
• Be concerned that you might lose potential
  customers.
• (4) Understand why your customer said no.

2201_20_050aud10
Click_and_play
Move your cursor over each face for an example.
Click on the button to make a selection.
50
Developing an Objection Mindset
Finalizing the Sale
Screen Twelve
e_2201_20_050
Review each example below to find the one that
most clearly represents how you feel.
Show a female CCR next to each button. Each face
should display a different emotion. Angry,
Concerned, Happy, Sad, Indifferent.
Angry
Concerned
Happy
Sad
Indifferent

• (1) You feel
• Happy.
• (2) This customer is a difficult customer.

• (3) You should
• Be concerned that you might lose potential
  customers.
• (4) Understand why your customer said no.

2201_20_050aud11
Click_and_play
Move your cursor over each face for an example.
Click on the button to make a selection.
51
To Make the Best of a NO
Finalizing the Sale
Screen Thirteen
t_2201_20_055
visual will appear here
Image of same female customer from screen
2201_20_045 with thought bubbles over her head.
At one fade back the Yes and Maybe bubbles to
make the No bubble the most prominent.

• (1) Customers say no for one of four reasons
• (2) No trust
• (3) No need
• (4) No help
• (5) No hurry
• (6) Tips to make the best of a No response
• (7) Assess the probability of completing the
  sale.
• (8) Remember to take the no positively.
• (9) Plant the seed for the next opportunity.
• (10) Learn from the experience.

Programming Please synch the text and graphics
with the audio as indicated. Add the continue
button and the directional text at the bottom of
the screen at the end of the audio.
2201_20_055aud1
column layout
Click on the Continue button.
continue
52
Putting It All Together
Screen Fourteen

• To summarize, the key points of this course are
• (1) Finalizing the sale is asking a question
  whose answer confirms the sale.
• (2) Tips to finalize the sale include
• (3) Listening for the customers readiness.
• (4) Asking for the sale.
• (5) Establishing next steps.
• (6) Buying signals are statements or questions,
  that let you know the customer is ready to buy.
• (7) When asking for the sale
• (8) Use a direct question when
• You have established a good rapport.
• The customer seems knowledgeable.
• (9) Use an indirect question when
• You want to assume customer commitment.
• You want to focus on administrative details.
• (10) Use an open question when your customer
  seems less knowledgeable.

t_2201_20_060
visual will appear here
Standard objectives graphic
Programming Please synch the text and graphics
with the audio as indicated. Add the main menu
button and the directional text at the bottom of
the screen at the end of the audio.
2201_20_060aud1
column layout
Click on this button to return to the main menu.
main menu
53
Mastery Test Question 1 (Objective 1)
Crm 22_post_01
Which of the following are tips to successfully
finalize the sale?
None/standard graphic
Tell the customer why he or she should buy from
you
X
Listen for customer readiness
X
Ask for the sale
X
Establish next steps
Programming Please note that the correct answers
are identified here with an X.
confirm
none
blank_toggle_01
54
Mastery Test Question 2 (Objective 3)
Crm 22_post_02
Which of the following customer statements is a
buying signal?
None/standard graphic
Im sorry. I just got another call that I need to
take. Can I call you back?
When will the new model be available?
X
Wont my customers grow tired of hearing the
music while they are on hold?
Programming Please note that the correct answers
are identified here with an X.
Wont my customers grow tired of hearing the
music while they are on hold?
Your product sounds interesting, but it costs too
much.
none
Single_shot_01
55
Mastery Test Question 3 (Objective 2)
Crm 22_post_03
Which of the following should you do to establish
next steps when your customer says, I want to
think about it?
None/standard graphic
Confirm the customers commitment to buy.
Attempt to resolve the situation as you would
resolve an objection.
X
Ask the customer to call back with any questions.
Plant the seed for the next opportunity.
Programming Please note that the correct answers
are identified here with an X.
none
Single_shot_01
56
Mastery Test Question 4 (Objective 3)
Crm 22_post_03
What type of question (direct, indirect, or open)
is each of the following?
None/standard graphic
Do I have your permission to put your order into
our system
(Direct question)
Of the options discussed, which product would you
like to go with, Mr.. Smith?
(indirect)
I can arrange to have the new security system
installed and activated this Tuesday. Do I have
your permission to do this?
(Direct question)
Programming Please have the answer buttons
default to DIRECT QUESTION.
Well Mrs.. Smith, what do you think of those
options?
(Open question)
Select the best answer by clicking on the button
to its right, then click on the Confirm button.