Closing the Sale

1
Chapter 17

• Closing the Sale Following Up

2
The Steps of a Sale

1. Preapproach (14)
2. Approaching the Customer (14)
3. Determining needs (15)
4. Presenting the product (15)
5. Handling questions objections (16)
6. Closing the sale (17)
7. Suggestion selling (17)
8. Reassuring following up (17)

(Corresponding chapter in parenthesis)
3
I. Closing The Sale

• Timing the Close
• Closing obtaining positive agreement from the
  customer to buy.
• When Customer is ready
• Buying Signals facial expressions, actions
  and/or comments.
• Trial Close used to test readiness of customer
  to buy
• If it doesnt work, you may learn more about why
• If it does, you closed the sale!

4
I. Closing The Sale

• General Rules for Closing the Sale
• If you think they are ready, stop talking about
  the product.
• If Customer had difficulty making a decision,
  stop showing additional merchandise.
• Help a Customer to decide by summarizing major
  features and benefits of a product.
• Dont rush a Customer into making a buying
  decision.

5
I. Closing The Sale

• General Rules for Closing the Sale (cont)
• Use words that indicate ownership, such as
  you/your.
• Use major objections that have been resolved to
  close the sale.
• Use effective product presentations to close the
  sale
• Look for minor agreements from the customer on
  selling points that lead up to the close.

6
I. Closing The Sale

• Specialized Methods to Close
• Which Close
• Standing-room-only Close
• Direct Close
• Service Close
• Failure to Close the Sale
• Leave the door open

7
II. Suggestion Selling

• Selling additional goods/services to the Customer
  (usually related to product).
• Rules
• Do it after buying decision, but before payment.
• Make recommendation and reason.
• Make the suggestion DEFINITE!
• Show the item youre suggesting.
• Make the suggestion positive

8
II. Suggestion Selling

• Suggestion Selling Methods
• Offering related merchandise
• Recommend larger quantities (usually lower
  priced)
• Calling attention to special sales opportunities

9
III. After-Sale Activities

• Taking Payment/Order
• Be courteous and efficient
• Departure
• Reassure the Customer of their wise buying
  decision.
• Offer helpful suggestions.

10
III. After-Sale Activities

• 3. Follow-up
• Follow through on promises.
• Call customer to check on their satisfaction/send
  thank-you notes w/business card.
• Keep info on the purchase for future sales with
  this customer.
• 4. Evaluations
• Questionnaires/surveys sent to customer.
• Used to improve sales and customer relations.