1. 14 Selling Today Closing the Sale and Confirming the Partnership
10th Edition
CHAPTER
Manning and Reece 14
Closing the Sale and Confirming the Partnership

2. Six-Step Presentation Plan
Approach (Chapter 10)
Presentation (Chapter 11)
Demonstration (Chapter 12)
Negotiation (Chapter 13)
Close
Servicing the Sale 

3. Attitude Toward Closing
“Some closing methods can move the customer from indecision to commitment. When these methods are used effectively, the prospect will not feel pressured.”
“Closing should be thought of as the beginning of a long-term partnership.”

4. Strategic Planning
FIGURE
14.2

5. Strategic Planning for Close
Review barriers to closing sale
Review closing guidelines
Prepare several closing methods
Plan to ask for order more than once
Practice the closing

6. Actions During Close Recognize closing clues
Focus on customer’s greatest interest
Handle tough points early
Avoid surprises
Keep prospect involved
Display confidence
Accommodate buyer’s communication style
Ask for order more than once

7. Buyer Anxieties Review the value proposition from the prospect’s view
Reluctance can be due to:
Loss of options
Fear of making a mistake
Social or peer pressures

8. Guidelines for Closing Sales
Focus on dominant buying motives
Longer selling cycles require multiple commitments
Negotiate tough points before close
Avoid surprises at close
Display confidence at close
Ask for order more than once
Recognize closing clues

9. Closing Clues Verbal clues Questions Recognitions Requirements
Nonverbal clues
Facial expression changes
Prospect nods agreement
Leans toward you
Examines product literature intently

10. Specific Closing Methods
Trial close
Summary-of- benefits
Assumptive
Special concession
Multiple options
Balance sheet
Management
Direct appeal
Combination

11. Trial Close Made at opportune time “Can we ship in May?”
“Would you like to start on the first of the month?”
“Will a $500 down payment be possible?”

12. Summary-of-Benefits Close
Reemphasize value-added buyer benefits
“That’s $25 for each lunch, four conference rooms, and audio/visual support, plus our special meeting package. Can I make this reservation for you?”

13. Assumptive Close
Subtle way to ask for decision, assuming customer will buy
Comes near the end of the presentation
“Because this shipment can meet your timetable, let’s go ahead and place your order.”

14. Special Concession Close
Extra incentive for acting now
Sample inducements
Sale price
Quantity discount
Liberal credit plan
Use with care

15. Multiple Options Close
Present several options to customer
Steps:
Configure more than one product solution
Stop when ample selection presented
Remove less-appealing options or products

16. Management Close Involve senior executives or sales manager
Upper-level managers add value
Makes prospect feel important

17. Direct Appeal Close Ask for the order in a straightforward manner
Should not come too early
Gain prospect’s respect first
After asking, remain quiet

18. Combination Closes
Sales person simply combines two or more close methods for effectiveness

19. Practice the Close
Make these closing methods work better via practice:
Try sample “script” on sales manager
Use a video camera, tape yourself
Use closing worksheet to prepare

20. Confirmation Step Reassure customer Confirm sale and partnership
Reduce buyer’s remorse— forms of regret, fear, anxiety about sale
Compliment buyer on wise decision
Thank customer for order

21. When Buyer Says No Learn to manage disappointment When a sale is lost:
Make sure the deal is really dead, otherwise reopen the presentation
Review chain of events, identify weaknesses
Obtain customer feedback to improve

22. Discussion Questions
Losing a sale can be miserable, and salespeople must learn to manage their disappointment when a sale is lost.
What are several ways disappointment must be managed when a salesperson is still face-to-face with a customer?
How do you think salespeople learn to cope with lost sales?

23. Facing Competition
Some buyers want to look at competing products/services
Do all possible to help customer make an intelligent comparison
Stress areas where your product is superior