Closing:A Natural Step in the Process

Demonstrating

Handling Resistance

Discovery

Closing

ClosingClosing

If you don’t ask for the order, you won’t make the sale. That statement is one of the basic truths of sales. Because when

you ask for an order you provide the reason for the

client to take action.

My Experience: # 1My Experience: # 1

For every 30 minutes you spend with a client your chance of

closing increase by 50%.Sales Institute

How much time do you have to spend, with me,

today?

My Experience: # 2My Experience: # 2

Closing is not just about you. It is also about your solution(s) to a client’s needs, wants and

what is important.

For you, what is important about …?

My Experience: # 3My Experience: # 3

Participation

Three Selling TypesThree Selling Types

•Administrator

•Participator

•Facilitator

My Experience: # 4My Experience: # 4

Closing is just another step in the sales process.

Sales ProcessSales Process

•Connect•Discovery & Qualifying•Build Value•Demonstrate•Handle Resistance•Close

My Experience: # 5My Experience: # 5

No magic bullet

Closing is simply asking for a decision when a salesperson feels certain the prospective buyer is

going to say “Yes”.

Five-Step ProcessFive-Step Process

Step 1: Ask decision-making and need-to-know condition questionsStep 2: Work with not against the buying processStep 3: Assume the saleStep 4: Create urgencyStep 5: Close constantly

Step OneStep One

•Ask decision-making condition questions

•Ask need-to-know condition questions

For you, what is important about …?

Decision-Making QuestionDecision-Making Question

Need-to-Know QuestionsNeed-to-Know Questions

• Qualify for experience

• Qualify for timing

• Qualify for financial ability

• Qualify for status

Qualify for ExperienceQualify for Experience

• Current experience – present position

• What client knows about your product or company

• What client has seen

Qualify for TimingQualify for Timing

• Is this something the client is considering doing now

• Time client needs to make a decision

• Will others be involved in the decision

Qualify for Financial AbilityQualify for Financial Ability

• Product price range

• Price range client has ‘in mind’

• How does price compare with other products client is considering

• What type of financing is client considering

Qualify for StatusQualify for Status

• Uncover limiting status

• Interest … if not now, when

• Availability of all interested parties

• Financing

Step TwoStep Two

Work with not against the buying process.

Buying ProcessBuying Process• Look

• Compare

• Contrast

• Question

• Eliminate

Understand that when clients start to look they

have the whole world from which to choose.

Buying is a process of

elimination.

To help clients make a commitment, you must understand where they are in their personal buying process. Then focus their attention on what is being offered to the

exclusion of everything else they might be considering or is available.

Commitment & ConsistencyCommitment & Consistency

The more a client says YES, the harder it is to say NO.

Influence: The Psychology

of PersuasionRobert B. Cialdini, PH.D

Weapons of InfluenceWeapons of Influence

• Reciprocation• Commitment and

consistency • Social proof• Liking• Authority• Scarcity

Commitment&

Consistency

“Initially people have a very narrow focus but

eventually they need to know everything”.

Ken BlanchardRaving Fans

Step ThreeStep Three

Assume the Sale

Radiate EnthusiasmRadiate Enthusiasm

Think positively … confidence is contagious.

See … hear … feel

QuestionQuestion

ATTITUDES ARE CONTAGIOUS

Is your attitude worth catching?

Master Your FearsMaster Your Fears

Do not be afraid to fail. A no answer is not a personal failure. The client is

rejecting your solution, not rejecting you.

SolutionSolution

One Solution Two Solutions Three Solutions

Robot Dilemma Choices

Feeling

One Solution = One Feeling

Two Solutions = Two Feelings

Three or More Solutions = Three or More Feelings

People buy a …

Ask the Right QuestionsAsk the Right Questions

Is this something you are considering doing now?

Serious

or

Curious

When you assume the sale is made it makes the buying

decision smaller and less painful.

Step FourStep Four

Close Constantly

If you do not close early and often, you run the risk of losing your

client’s respect. Clients know why you are there; they expect you to close. They even expect you to

close several times. If you do not close, they will see you as weak

and unprofessional.

Tie DownsTie Downs

You can smooth the path to a sale by avoiding a major

commitment in favor of several smaller commitments.

Tie Down QuestionsTie Down Questions

• How does it look?• How does it sound?• How does it feel?• Does it make sense?• Is this what you had ‘in mind’?• Are you okay with what you see?• Will this work for you?

Trail CloseTrail Close

A trail close is essentially an attempt to understand your client’s position. When you ask client’s to buy, they can say no, they can stall, they

can express an issue or they can buy.

• Which cabinets would you prefer, oak or walnut?

• Which exterior elevation do you prefer, the all brick or the brick and stone?

• Would you prefer a single door to the patio, French doors or maybe even a slider?

• I have shown you two plans today, one a two story and the other a single story, which do you prefer?

A trial close is a request for a conditional

commitment.

Commitment & Consistency

Weapons of Influence

Turn from Resistance to the Close

Agree

Pause

Question

Verify

Reframe

Agreement

Step FiveStep Five

Create Urgency

Do it now!

Urgency is a function of time and personal motivations. What may seem

urgent to one client may not to another. Some people place little value on

money, while others will jump to close as soon as they learn that a price

increase is imminent. Not everyone will react the same way to the things you say to create urgency, so it’s good to

develop “urgent messages” to develop buying momentum.

Urgent MessagesUrgent Messages

• There is only one of a kind• Price increases• Financing• Construction schedule• Processing details• Season of the year• Solving any contingency• Living pleasure

Final Thoughts About Closing

Eat the elephant a bite at a time.

A ‘yes’ in any one of the following should be considered a close:

– Contract– Deposit– Second Appointment– Permission to call

Reading ListReading List

• Influence: The Psychology of Influence

• Seven Habits of Highly Effective People

• Raving Fans• Magic of Rapport• Power of Who