1 Closing the sale Handling objections

2 Children – Its not “What do you want for breakfast ?” Its “Sweetheart which would you like wheat bics or toast ?” Husbands and wives How often do all of us close sales every day? Why are you here? To create a select group of prestige clients that we have an on going relationship with.

3 Zig Ziglar says: If you help enough people get what they want, you will get what you want. How do we maximise each client’s potential? HOW do we do this? Zig also says that: people don’t care how much you know until they know how much you care! Glenda talks about getting yourself ready before going to the customer so as you feel confident and so when you get to your client you are thinking about her not if your lipstick is on properly

4 1: Start the close before you see your client, for yourself with some, affirmations eg “I expect results because I can help people look and feel great.” Believe in yourself so that people can believe in you! The Steps on HOW do we do this 2: Ask lots of questions The questionnaire is so that you know what they want. This maybe done on the day or preferably prior to meeting with the client so you can have your packages made up. Keeping in mind as you go on, you are there to fill the need that you have identified when asking the questions. If you did the questionnaire prior to getting together, (over the phone) make sure that you reconfirm what they want

5 Are used to: reaffirm in the clients mind what they want, so that they are telling you what they want, not you telling them what you want them to have. Confirmation or Alternative closes Emotional desire is “Anti-Ageing Time Defiance will reduce wrinkles and fine lines by 50% over 90 days.” Confirmation “You mentioned that this appeals to you when we were talking before.” STOP BE QUIET! “I’m sure we all like the sound of that don’t we.” “That would feel good wouldn’t It ?” Close maybe “We have a special this month on (package).” “So will you be paying cash or charge?”

6 3. Third Party; Never refer to I, Me, Mine always refer to a third party. E.g. We have customers that have had visible difference in 3 days, (1 step forward) How would you like that? (2 steps back) That’s not for everybody Lets see how fast it works for you! Remember maximum results after constant use 90 days The Steps on HOW do we do this (Continued)

7 4. Body Language; is important to watch YOURS: Should be confident, honest and positive. Eg; Nodding your head “yes” Stand or sit up straight Hold and handle any products like gold (diamonds) Mimic their moves THEIRS: You hope is also positive. Nodding “yes” Leaning forward Smiling Arms relaxed Asking about delivery dates Reaching to touch for the product Asking about product size Picking up different packages you have made available Asking prices Agreeing to your questions The Steps on HOW do we do this (Continued)

8 Remember when a client gives you a buying signal, stop selling and ask for the sale! Using either client chart or your package. The reason for using one of these is the client can see you care because you are writing things down and it gives you the opportunity to start your final close. “ Will you be paying by cash or cheque?” “Do you want that delivered on Saturday or Monday night?” “When you buy any three products this month you receive a free key ring or mirror which one would you like.” ASK FOR THE SALE !

9 5. Build relationships, enjoy yourself and you can’t go wrong. The Steps on HOW do we do this (Continued)

10 In the process of educating, demonstrating and recommending you will in counter some objections. Objections: Brand loyalty Soap and water (never hurt mum) Time Sensitive skin Animal testing Mitch Sala talks about finding the real objection! If you don’t already have the answer in front of you in the questionnaire, ASK MORE QUESTIONS! Handling Objections

11 Brand loyalty; “How long have you been using it?” “What do you like about it?” “Have you ever tried other brands?” Soap and water; “Wow how old is your mum?” “When you are her age, would you like to look 10 years younger?” Ask if they know what’s in soap? Explain the damage it will do. “What do you like about soap?” Handling Objections (Continued)

12 Time; “What do you do at the moment?” “How much time do you feel this is going to take?” “If you could do this in a few minutes to have the fresher younger skin that would be worth it wouldn’t it?” Sensitive skin; “What have you used before?” “What was your reaction to the products?” “How long did you use it for?” Let’s take a little time and try it on your arm first. Animal testing; Explain (briefly) that we have no animal testing. It is not listed because there is no governing body standards. If not satisfied then ask questions! Handling Objections (Continued)

13 Questions ?