Module 12 • Closing the sales


– The way in which and the number of times a prospect handles a specific article in which he is interested.


– The prospect takes the contract, when buying a car or a house and studies it carefully. – The prospect tries on the item of clothing, admires himself in the mirror and smiles. – The prospect takes out his wallet or credit card.


VIDEO: How body language and micro expressions predict success: http://www.youtube.com/watch?v=CWry8xRTwpo


• Verbal signs


Positive statements made by the prospect like: “This will look great in my bathroom” or “The blouse compliment’s my eyes” indicates that the prospect really wants the product.


Questions by the prospect are also positive closing signals: “The guarantee on this product is two years, isn’t it?” or “Does the price include delivery?” or “When do you deliver in our area?”


It is an art to read non-verbal signals and therefore signals expressed in words are usually easier to interpret than other closing signals. If it so happens that a prospect is not really showing any signs of emotion, the salesperson should ask more questions to get a verbal indication of the prospect’s feelings.


VIDEO: Buying signals: http://www.youtube.com/watch?v=T6GznwnK9Qs


REMEMBER


Culture affects communication i.e. how people react, facial expressions etc. It is very important to keep in mind the culture of your prospect/ customer. Cultural influences are not discussed in this syllabus.


Interesting reading: body language: http://www.referenceforbusiness.com/management/A-Bud/Body-Language.html


2. Sales closing techniques


There are a number of techniques that a salesperson can use to close a deal. A salesperson must choose the appropriate technique that suits the specific situation. The technique chosen also depends on the personality of the salesperson and the type of objections to overcome.


2.1 The assumptive close


The salesperson intentionally acts as if the prospect agreed to buying the product (assume). It’s just a question of a few minor matters such as colour, size, delivery, terms, etc. If the prospect does not stop him, the sales transaction has been completed and the administrative procedures for closing have to be finalised.


Examples of this technique: • “Will three be enough?” • “Will you be paying cash or by credit card?” • “We’ll deliver on Tuesday.”


A variation on this technique is to ask for more than you expect to get. The prospect must decide how much he will buy, not whether he will buy at all.


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