Term
| What is the importance of persistence? |
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Definition
Sales can only be closed with persistence.
Rejection is a request for more information. |
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Term
| What are the tactics for dealing with rejection? |
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Definition
Remind yourself you re not alone
Forgive yourself
Give yourself a pep talk
Refuse to give up
Engage in positive self-talk
Anticipate rejection
Broaden your definition of success
Commit to routinely attracting more customers than you need
Remember you are important b/c of whom you are not what you do |
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Term
| Why do prospects naturally say no when a close is attempted? |
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Definition
| They have not been fully convinced about the product and/or salesman and reassured about their decision. |
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Term
| Why do salespeople dread the close? |
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Definition
This is the time of rejection.
It is high stakes. |
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Term
| Is attempting a close before the prospect is ready more harmful than trying to close past the critical point? |
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Definition
| It is more harmful to try and close past the critical point because you can make a trial close just to test if your prospect is in fact ready, but if you miss the critical point there is little you can do to recover. |
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Term
| What is the purpose of reassurance in connection with the close? |
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Definition
Creates an atmosphere of trust
Helps customers with buyers remorse |
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Term
| Describe the typical verbal buying signals. |
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Definition
Talkative and warm prospects likely will buy from you as you have earned their trust- close when you feel
Cold customers will often be quite and less inquisitive about the product |
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Term
| Describe the typical nonverbal buying signals. |
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Definition
Stroke their cheek or chin-satisfaction /gratification.
Tightening of the jaw-not interested
A fist-irritation or skepticism
Dilation of the pupils-relaxation
Rolling or squinting of the eyes-irritation or confusion |
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Term
| Give 10 examples of service after the sale |
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Definition
1.Send mail
2.Make phone calls
3.Stay informed
4.Ask for referrals
5.Communicate thoroughly and frequently
6.Cross-sell
7.Upgrade/Up-sell
8.Follow up with customer if a problem arises
9.Offer to pick up or deliver the good if it needs to be replaced
10.Give a gift of merchandise to repay for any inconvenience |
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Term
| What is meant by value added in connection with selling? |
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Definition
| Superior service that adds value to the product that they bought, and value to the salesperson |
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Term
| Discuss the importance of service as an ongoing activity |
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Definition
Eventually need your services again.
Relationship selling
Referrals |
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Term
| How to win back a lost customer. |
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Definition
Communicate thoroughly and frequently
Go the extra mile to do what’s not expected
Create a memorable experience
Be professional
Be genuine with your efforts
Be proactive |
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Term
| Is prospecting for new customers or servicing existing ones more important? |
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Definition
Servicing existing customers is more important because existing customers have already developed trust in you.
Less expensive to service existing customers than prospect for new ones. |
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Term
| What are the stats for persistence? |
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Definition
48% of salespersons quit after 1 contact
73% of salespersons quit after 2 contacts
85% of salespersons quit after 3 contacts
90% of salespersons quit after 4 contacts
Those (10%) who go on past the 4th contact – end up with 80% of the business. |
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Term
| What is needed for a prospect saying "yes"? |
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Definition
| a change in the buyer’s attitude and/or behavior |
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Term
| What are the guidelines for closing a sale? |
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Definition
Focus on dominant buying motives
Negotiate tough points before attempting the close
Avoid surprises at close
Display self-confidence at close (Believe)
Ask for order more than once
Recognize closing clues
Longer selling cycles require multiple commitments |
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Term
| What are the stats of the closing curve? |
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Definition
10% of prospects will never buy
10% of prospects will be “easy” sales
80% of prospects can be closed with a good interest-building presentation |
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Term
| When is the best time to close? |
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Definition
| The best psychological moment for the close may occur at any time during the presentation |
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Term
| What are other closing verbal clues? |
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Definition
Questions
Recognition (Positive Feedback)
Requirements
Seeks other opinions |
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Term
| What are other closing non verbal clues? |
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Definition
Facial expression changes
Prospect becomes more relaxed
Prospect nods agreement
Leans toward you
Examines product and/or literature intently |
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Term
| What are the types of closes? |
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Definition
The direct close
The trail close
The summary of benefits
The assumptive close
Special concession close
Multiple options close
Balance sheet close
Management close
Minor point close
Trail order close
Cost of ownership close
Combination close |
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Term
| How to confirm the partnership when the buyer says yes |
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Definition
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
Provide after-sales service.* |
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Term
| What to do if a customer says no |
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Definition
Make sure the deal is really dead.
Review chain of events.
Try to interview client.
Stay in touch. |
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Term
| What are common post sale complaints? |
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Definition
Product delivery
Credit and billing
Installation of equipment
Customer training
Product performance |
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Term
| What are the customer attrition stats? |
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Definition
50-70% b/c of poor service
12-15% b/c of product dissatisfaction
10-15% b/c of price |
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Term
| Where do people buy expectations from? |
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Definition
| Product, company, salesperson |
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Term
| What are the 3 parts of customer service? |
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Definition
Follow-through on promises/assurances
Follow-up with on-going communication
Expansion selling for additional sales |
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Term
| What are the benefits of great customer service? |
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Definition
You establish a basis for a long-term relationship.
You become part of the customer’s team.
You will gain lifelong clients and get referrals along the way. |
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Term
| How do you add value with post-sale services? |
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Definition
Make credit arrangements
Schedule deliveries
Be present during delivery
Monitor installation
Offer training on use or care
Make good on your promises! |
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Term
| What are the 2 major objectives of customer follow ups? |
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Definition
To express appreciation & to enhance the relationship
To determine if customer is satisfied or are they having problems. |
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Term
| What are the 7 methods of follow ups? |
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Definition
Personal visits
Telephone calls
E-mail messages
Letters or cards
Entertainment
Call reports
Should encompass all key people |
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Term
| What are the 10 Commandments of great customer service? |
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Definition
Know who is boss
Be a good listener
Identify & anticipate needs (keep in touch)
Make customers feel important & appreciated (care)
Help customers understand your systems
Power of “Yes”
Know how to apologize
Give more than is expected
Get regular feedback
Treat employees well |
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Term
| What are the benefits of great follow through and follow ups in customer service? |
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Definition
Get more from current customers
Retain current customers
Win back angry customers |
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