Today, we unravel the skill of smoothly closing the sale. After understanding your customer's needs, offering personalized recommendations, and addressing concerns, the time has come for the final act – proactively closing the deal.
Why Attempt to Close the Sale?
Help the Customer Move Forward
By proactively closing the sale when you sense satisfaction, you guide the customer toward a decision. It's about helping them move forward with their purchase.
Encourage the Customer to Speak Their Mind
Closing gives you insights into the customer's buying process. If they aren't ready or need time, attempting to close encourages them to express themselves, preventing a silent exit.
Show Value and Avoid Indifference
Customers may feel offended if the sale is not closed as it might be perceived as indifference. Closing communicates that you value their business, making the customer feel acknowledged.
How to Close the Sale:
1. Recap Recommendations
Remind the customer of the recommendations you've made, reinforcing the value of the products.
2. Re-emphasize Benefits:
Highlight the benefits that align with the customer's needs, strengthening the appeal of your recommendation.
3. Use the Right Closing Statement:
Proactively move to close using a statement that suits the situation. Tailor your closing based on the customer's cues.
Here are three of the most commonly used closing techniques.
Trial Close
When uncertain about the customer's thoughts, use trial close questions like "How do you like this?" or "Which one do you prefer?" to gauge their interest.
Direct Close
If the customer has shown acceptance, use a direct close such as "Should I keep these products aside for you?" or "Would you like me to gift wrap it?"
Urgency Close
If the customer has shown acceptance but wants to delay the decision, use urgency close statements like "This is the last piece we have" or "This is an exclusive limited offer."
When to Close the Sale:
After making recommendations, when the customer has tried the products and successfully managed concerns, it's time to close the sale.
Look for positive signals from the customer, both verbal and non-verbal, indicating their readiness to make a purchase.
5 Signs its time to close the sale
1. Customer is holding the product in their hands
2. Customer is smiling, making eye contact and continues engaging
3. Customer agreers your products meets their priority criteria
4. Customer has asked concerns and is satisfied with your answers
5.  Customer is thinking ahead - how to maintain the product, delivery timelines…
Sonali’s Tip:
Regardless of the outcome, never display disappointment if the customer decides not to buy. Instead, view it as an opportunity to gather feedback. Maintain a positive demeanor until the very end.
In the grand finale of our series, remember, closing is not just about sealing a deal; it's about creating a lasting positive impression. It's the culmination of a journey where you've not just sold a product but offered an experience.