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 A.Timing the Close Closing – obtaining positive agreement from the customer to buy. 1.When Customer is ready a.Buying Signals – facial expressions, actions and/or comments. b.Trial Close – used to test readiness of customer to buy 1)If it doesn’t work, you may learn more about why 2)If it does, you closed the sale!

4. I. Closing The Sale B.General Rules for Closing the Sale: 1.If you think they are ready, stop talking about the product. 2.If Customer had difficulty making a decision, stop showing additional merchandise. 3.Help a Customer to decide by summarizing major features and benefits of a product. 4.Don’t rush a Customer into making a buying decision.

5. I. Closing The Sale B.General Rules for Closing the Sale (con’t) : 5.Use words that indicate ownership, such as you/your. 6.Use major objections that have been resolved to close the sale. 7.Use effective product presentations to close the sale 8.Look for minor agreements from the customer on selling points that lead up to the close.

6. I. Closing The Sale C.Specialized Methods to Close: A.Which Close B.Standing-room-only Close C.Direct Close D.Service Close D.Failure to Close the Sale –L–Leave the door open…

7. II. Suggestion Selling Selling additional goods/services to the Customer (usually related to product). Rules: 1.Do it after buying decision, but before payment. 2.Make recommendation and reason. 3.Make the suggestion DEFINITE! 4.Show the item you’re suggesting. 5.Make the suggestion positive

8. II. Suggestion Selling Suggestion Selling Methods: 1.Offering related merchandise 2.Recommend larger quantities (usually lower priced) 3.Calling attention to special sales opportunities

9. III. After-Sale Activities 1.Taking Payment/Order a.Be courteous and efficient 2.Departure a.Reassure the Customer of their wise buying decision. b.Offer helpful suggestions.

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