1. The need is constant. The gratification is instant. Give blood. TM Closing the Sale Presenter: Kim Kessler Director of Donor Recruitment & Marketing American Red Cross Central Ohio Blood Services Region May 15, 2009

2. The need is constant. The gratification is instant. Give blood. TM 2 The positive end of any sale is closing with a “Yes”

3. The need is constant. The gratification is instant. Give blood. TM Closing the Sale Usually, if a sale is not closed, it’s because the salesperson didn’t ask the right questions Listening to the coordinator and watching non-verbals ensures an accurate response to the needs of the organization Make it easy with minimum impact to their operation. Sometimes, it’s not just the question, it’s how the information was presented 3

4. The need is constant. The gratification is instant. Give blood. TM Closing the Sale Why that group and their significance to the community. Set the stage or use a story to help the coordinator rationalize the “yes” decision Suggest blood drive dates once enough information about the group is obtained. Feel out the response and have counter dates ready. 4

5. The need is constant. The gratification is instant. Give blood. TM Things NOT to say Avoid open-ended questions Would you want to hold a blood drive for us? Any chance you are available in May? I know you are really busy but…….. Which day or month would be best for you? 5

6. The need is constant. The gratification is instant. Give blood. TM Closing Lines

7. The need is constant. The gratification is instant. Give blood. TM Closing Lines:  If they hesitate, and they are a repeat group, use a previous drive to sway their decision. Establish their important identity in the mission and that their participation does make the difference. “Carol Coordinator, when you said ‘yes’ to the last drive, we were able to work together to collect 30 units of blood for area hospital patients. Let’s schedule you for _______ as the next drive.” 7

8. The need is constant. The gratification is instant. Give blood. TM Closing Lines:  When you say “yes” to another drive, you are not saying yes to the Red Cross but to the hospital patients that need life-saving blood products. “Let’s schedule you for Monday to help support our need for platelets.” 8

9. The need is constant. The gratification is instant. Give blood. TM Closing Lines: “Mrs. Coordinator (coordinates the drive at the Catholic Church), you probably are aware that St. Matthew’s down the street just held a drive and collected 50 units from their church members. A Sunday worked very well for them….which Sunday in September would work best, the 14th or the 21st?” 9  If it is a group that would have “peer pressure” within their business, for instance a church, insurance group, etc., try this approach…..

10. The need is constant. The gratification is instant. Give blood. TM Closing Lines:  With churches, make sure to include…  I know your church is very mission focused and what could be more community involved than donating blood for patients in our area hospitals?  Let’s schedule you during the Christmas holiday to support patients who are hospitalized. We can schedule you on Christmas Eve morning to avoid interfering with evening services.” 10

11. The need is constant. The gratification is instant. Give blood. TM Closing Lines:  With businesses always include the positive exposure of community service…. “NetJets has such an outstanding reputation in the business world. Partnering with the American Red Cross on a blood drive would be a positive reflection of the support NetJets offers to the community.” 11

12. The need is constant. The gratification is instant. Give blood. TM Closing Lines:  With Universities research the schools web site and demonstrate the value added to the institution…… “Central Ohio University is a world class school that is a recognizable leader in providing outstanding learning experiences. Partnering with the American Red Cross will provide your student body an opportunity to use their skills in management, marketing, and life saving by following our process. Will you support this partnership and commit to 1,000 more units this year?” 12

13. The need is constant. The gratification is instant. Give blood. TM Things you ALWAYS do.

14. The need is constant. The gratification is instant. Give blood. TM Always: Prepare for the meeting - know the history of the group - prepare your closing statement based on your knowledge of the coordinator. Always prepare for any contact with a coordinator; in person or by phone. 14

15. The need is constant. The gratification is instant. Give blood. TM Always: Always try to make the ask in person - it’s much more difficult for someone to say “No.” Always let them know they are an important part of the community and with their support, the mission is made possible. 15

16. The need is constant. The gratification is instant. Give blood. TM Always: If you are prospecting a new group, do some background work on what type of organizations they support. 16 When talking with the coordinator on the next date you want to schedule, make sure to ask for at least two additional future dates. You could sell three dates in one ask.

17. The need is constant. The gratification is instant. Give blood. TM Always: Build a relationship with your coordinator. Make notes that would help you remember specific things about them…i.e., number of children, hobbies, etc. 17 Educate your coordinators on why we need them Mondays, Fridays and holidays.

18. The need is constant. The gratification is instant. Give blood. TM Always: It’s easy for groups to cancel if they haven’t been sold on the need for blood. Make sure they know the units are promised to the hospitals. This may be a reminder that all coordinators need at every confirmation. 18

19. The need is constant. The gratification is instant. Give blood. TM And most important, ALWAYS CLOSE THE SALE When you end the call, let them know when they will be hearing from you again. Thank them for their willingness to help the Red Cross. Consider sending a letter to their supervisor telling them how well they organized the last drive and the results. 19

20. The need is constant. The gratification is instant. Give blood. TM Thank you