1-800-419-6490
1-800-419-6490
|
Site Map Home FREE
Newsletter!
|
|
The Art Of Closing The Deal You are a good carpet cleaner. You give great service. You can make your customer's carpet look almost new again! You know it. I know it. But your customer may not know it. And since they may not know it, you may not get the sale! How many times have you been in a customer's home, quoted her a price, and she's still unsure of what decision to make? You're standing there patiently, grimacing inside. She's standing there...a little doubtful, maybe even fearful, just teetering on the edge of giving you a yes or a no. Just a little persuasion at this point can make her finalize it with a resounding "yes" if you will learn these sales closes. Order Form Close--- This close is a rather straightforward, getting directly to the point, assumptive close. I'm amazed at times on how it can be so effective while at the same time be so assuming. But it works! After you have written up your quote for the work that you are recommending to the customer and you have explained what you're going to do, simply ask your customer to give their approval (sign the contract) and get started. Basically it will sound like this, "What I'm going to do Mrs. Prospect is this, this, this, that, this, this, and that---all I need you to do is give me your approval right here" (point to dotted line) I like to use this close on customers that I'm getting along well with, customers that pretty much are sold on me already. Half Nelson--- This is a phrase that is used to get your customer to half agree to say yes to a possible better offer, then when you do indeed get the better offer the customer is obligated to get the work done. It sounds like this... "If I could get _______would you_________?" For example: "If I could get you a 20% discount, would you want it done today?" Is she says yes, then give her the 20% discount and get started. Or, "If I could show you how in the long run you could save money, would you want it today?" If she says yes, then show her convincingly how she CAN save money in the long run with your process. Then get started. Ben Franklin--- An excellent technique when a prospect is having a hard time making up their mind. Draw a line down the middle of a piece of paper and label the left side "Pro's" and the right side "Con's". On the left side, list all the pro's to your offer and list all the con's to the right side. Usually the number one 'con' the prospect perceives is the price. So list that! If you don't list all the perceived con's, you'll lose credibility with your prospect. Your goal with this is to (hopefully) make all the pro's overwhelmingly outweigh the con's. It looks something like this...
See how that works? When you put it all down on paper, it makes it easier for your prospect to visualize the value that they will be receiving. Once they see all the things they get, it makes it easier for them to justify in their mind to get it done! Cautionary Tale--- This is a persuasion technique that you can use to illustrate what happened to a past customer of yours that they will definitely want to avoid. I recommend that you be honest and use a cautionary tale that really happened. If you are making up a story, your customer often can sense that it isn't true. I like to use a cautionary tale right before I explain the benefits of buying the protection. Mine sounds like this: "Mrs. Prospect, recently I cleaned the carpet for one of my clients. When I was finished the carpet absolutely sparkled! Anyway, my client was having the carpet cleaned because she was having company over that evening. Well, during dinner, her 6 year old niece accidentally spilled an entire plate of spaghetti on her freshly cleaned carpet. Needless to say my client was upset! She raced to her kitchen, grabbed a towel, and got out as much of the spaghetti as she could. She then grabbed a brush and got out as much of the stain as she could. She removed 90% of the stain that was there, but was having a hard time with the rest. One of her relatives commented "Don't you have any kind of protection on this carpet? It's a real good idea. Our carpet cleaner always puts it on after we have our carpets cleaned." Well, I went out there the next day to see what I could do about the faint spaghetti stain, and when I couldn't get it out, I got an earful. My client was upset at me because I didn't offer to apply this protection! I'm not going to make the same mistake twice Mrs. Prospect, so let me show you how this protection works." Then I go into my presentation. Feel, Felt, Found Close--- This is a technique that you can use to turn around a customer to your way of thinking. It starts off by acknowledging your prospects feelings, then letting them know that you've felt that way before, then explaining to them (tactfully) why they're wrong and why you are right. The structure is like this: "I know how you feel, I've felt that way before, but what I've found is that....." For example: Your prospect says that cleaning a carpet every 6 months is too often and is a waste of money. You say, "I know how you feel, I used to think that as often as every 6 months was a waste of money too, but I've found through my own experience and it's also been proven from cleaning studies that cleaning a carpet every 6 months (versus a carpet that is cleaned every year) can actually double the life of the carpet. Plus, cleaning the carpet will remove all the unhealthy soil, pollens, and chemical residues from your carpet making your home a much cleaner, healthier place to live. And you'll stay on top of maintaining your carpet so you won't have to be embarrassed by those dirty spots and traffic lanes. So even though it may seem to be a waste of money on the surface, when you consider all the other benefits to cleaning your carpet every 6 months, you can see that it really is a wise investment." McCabe Nod--- This is a powerful tool that works on the subconscious of your prospect. When you are presenting an idea to a customer or you are asking them a question like, "You would like to go ahead and get the protection today, right?" Ever so slightly nod your head up and down as you are asking the question. You don't want to exaggerate it, just do it slightly. You may discover that you are doing it already without even realizing it. This displays an affirmative body language signal that your customer picks up which can sway her decision process to your desired result. You can test how effective this little 'trick' is by looking into a mirror, asking a closing question, while doing the McCabe nod. See how it works? Now ask the same question but nod your head back and forth (like you're saying no). See how it doesn't work? A little body language can go a long way.
CleaningSuccess.Com Copyright (c) 1995-2007 CleaningSuccess.Com. All rights reserved. Reproduction in whole or in part in any form or medium without the express written permission of CleaningSuccess.Com is prohibited. All rights strictly enforced. The products and services of other companies mentioned on this website does not constitute endorsement of these nor will CleaningSuccess.Com accept liability for them.
|
|
