A Strange Phenomena (About Closing The Deal)

by payoman

Posted: 11 years ago 21 replies

OFFLINE MARKETING

So it happened again today. The dreaded 'too-good-to-be-true-enthusiastic-prospect'.

A guy called me about a classified ad I had posted online. He tells me he 'wants to get serious about his website' and had been looking through my clients sites and wanted to do the online marketing thing etc

Everything I said, he praised and he couldn't contain his enthusiasm. 'Let's do it' and 'I can pay using paypal' and all the rest of it.

This is where I believe I drop the ball. I established he was in front of a computer. I established he was super keen.

But I figured I had to send him at LEAST an email to cover what we talked about, before I sent the invoice. I figured it would seem 'suspicious' to just send an invoice demanding full payment upfront, without going into detail about the services being performed.

So I ended our phone conversation with "OK, I will send through the email covering everything, if you can give me a ring later tonite and confirm, I will send the invoice". He said "OK, I will call you later tonite". He didn't call later tonite.

I kind of had a 'face palm' moment. Sure, he might call tommorow and confirm. But this has happened before. Super keen prospects call ME, tell me they NEED my services, but I don't close them on the spot, so they 'cool off'.

This is the phenomena. The 'cooling off' after a lengthy discussion. I believe their doubt creeps in. They ask themselves questions. Do I really need this right now? Can it wait until I have x/y/z? He isn't really local and I thought he was. Bla bla bla.

So what do you guys think? I figure I should have sent him the invoice right then and walked him through online payment right there. Why didn't I?

Probably just fear. Fear to 100% commit to the sale and ask him to commit so quickly.

Anyone experienced this? Any stories?

QUICK UPDATE 5/14 : (for anyone who cares) I ended up calling this guy back today and found he had called a competitor directly after our call and found very similar rates, packages etc.

So I asked him what it would take and he gave me a bit of a wishy washy "I'm not sure who to go with" answer...THEN TOLD ME HE WOULD CALL BACK AGAIN! And I let him off the hook, because he actually said 'I will probably go with you...but I will let you know by lunctime!'

Of course, lunch rolls around and no phone call. So I said '@!#! it!!' and called him back again and tried AGAIN to find out what would push him over the edge. You know what it was?

The goddamn video I had on my website that I got made on Fiverr. He told me how amazingly brilliant it was...I instantly said 'You know what, I will throw in one for your website' and he said 'SOLD! Done! Let's do it!' and THIS time I sent the details and he made payment with Paypal.

A $2000+$500 per month deal decided over a Fiverr video that cost me like $60 to get done.

The lesson? QUALIFY what your customer wants. You need to get to the CORE things they want. This guy wanted a video. But I had to prod and poke him to finally get it out, the key was to keep poking until he finally gave away his sticking point.

#closing #deal #phenomena #strange

tigerbait 11 years ago

Yes. Send the invoice immediately.
- Thanks
{{ DiscussionBoard.errors[8070529].message }}
Aaron Doud 11 years ago

I someone wants to buy why force not let them buy?

It's not always about cooling off either. Sometimes you just piss them off by not letting them buy. It's not even always conscious with them.

How would you feel if you walked into a car dealer saw the car you wanted and told them to write you up but instead they started talking to you about how the process works. You don't need 12 steps if you are already on the final step.

They don't care about your process. They just want to buy.
- [ 2 ] Thanks
Signature
Aaron Doud - Sales & Success
{{ DiscussionBoard.errors[8070600].message }}
Thecolouredpenguin 11 years ago

Hahaha. Yeah, I know what you're feeling. I had the same happen to me recently. A plumber kept saying how much he was interested in setting up a new website and that he would contact me. He never did. As he was saying it I already felt something was off.

In hindsight I really gave out way too much information before asking him any questions on what he was looking for. I even gave him a price estimate - without even asking him any questions...a facepalm for me as well.

Somehow I think at the time I was too eager and I felt that I pushed him away with my over eagerness. Maybe something you can relate to?
- Thanks
{{ DiscussionBoard.errors[8070603].message }}
DaniMc 11 years ago

That's a very common sales problem! Continuing to sell after the sale has been made. As soon as the person agrees to move forward, we have to shut up and collect payment.

I think we all slip up and do it once in awhile. Sometimes it isn't so obvious.
- [ 2 ] Thanks
Signature
Be kind, for everyone you meet is fighting a hard battle.
{{ DiscussionBoard.errors[8070689].message }}
bizgrower 11 years ago

I've been in car dealers with cash, or ready to get my bank loan, and have left because they still wanted to go through their sales process, or they wanted to sell the car and do the financing through the lenders they deal with. One time the manager or owner could tell from across the room kind of car buyer I was and cut his sales rep off from going through the usual steps.

Anyway, he may have lost confidence in you because you were "not ready". So, have your "happy enough to do this deal" pricing and payment processing (including check by phone or internet) ready to go next time.
- [ 1 ] Thanks
Signature

"If you think you're the smartest person in the room, then you're probably in the wrong room."
{{ DiscussionBoard.errors[8070749].message }}

Claude Whitacre

11 years ago

Originally Posted by payoman

This is the phenomena. The 'cooling off' after a lengthy discussion. I believe their doubt creeps in. They ask themselves questions. Do I really need this right now? Can it wait until I have x/y/z? He isn't really local and I thought he was. Bla bla bla.

So what do you guys think? I figure I should have sent him the invoice right then and walked him through online payment right there. Why didn't I?

Probably just fear. Fear to 100% commit to the sale and ask him to commit so quickly.

Anyone experienced this? Any stories?

It isn't a phenomenon, it's just the way our brains work.

The guy calls in an emotional state, wanting to buy.

You want to explain everything...putting it in an e-mail, making it logical....and destroying the desire to act.

We can't stay in heat forever. And logical arguments destroy emotional impulses. Your prospect wasn't mad, you just threw a bucket of water on his fire.

Get the check..(or Paypal, credit card)...and then explain everything. Or just send a quick summary. But do it after they buy.

And you know when they bought? When they pay you. Until then, to them...they are still not committed.

It happens to all of us.

You know what's worse? Going through this scenario, knowing what is happening...with part of your brain screaming "Shut UP! You're killing the sale"

But you just keep talking. That I've done many times.

[ 5 ] Thanks
1 reply

Signature

One Call Closing book https://www.amazon.com/One-Call-Clos...=1527788418&sr

What if they're not stars? What if they are holes poked in the top of a container so we can breath?

{{ DiscussionBoard.errors[8070751].message }}

Greg guitar

11 years ago

Originally Posted by Claude Whitacre

This is a fantastic post imo! Shutting up and listening is one of the hardest things for us to do, it seems, particularly when we're nervous. At least that is my experience, and it is cool to see such an accurate depiction of the process; I laughed at the last bit where your brain screams and you push on anyway; I hate when that happens.

But right now my brain is saying "you came here to post a question about videos, but ended up reading, thinking, and writing about something else; get on with it man!", but I'm telling it to take a hike until my compulsion to chime is is satisfied.

Okay brain, we're going to go forward now. To reiterate; for me that was a very good, thought provoking post!

Cheers, happy Thursday.

[ 1 ] Thanks

{{ DiscussionBoard.errors[8081907].message }}

Rearden

11 years ago

Payoman.

You got to learn how to f*ck on the first date.

Hopefully it's obvious to you now.

Get out of your own way and make it EASY for the prospect to become a customer.

Thanks
2 replies

Signature

David Duford -- Providing On-Going, Personalized Mentorship And Training From A Real Final Expense Producer To Agents New To The Final Expense Life Insurance Business.

{{ DiscussionBoard.errors[8072400].message }}

Aaron Doud

11 years ago

Originally Posted by Rearden

Payoman.

You got to learn how to f*ck on the first date.

Hopefully it's obvious to you now.

Get out of your own way and make it EASY for the prospect to become a customer.

DVD and Little Ceasar's (or Papa Johns years ago)Pizza worked every time for me. TMI of course.

Thanks

Signature

Aaron Doud - Sales & Success

{{ DiscussionBoard.errors[8073077].message }}

Claude Whitacre

11 years ago

Originally Posted by Rearden

Payoman.

You got to learn how to f*ck on the first date.

Hopefully it's obvious to you now.

Get out of your own way and make it EASY for the prospect to become a customer.

Sounds like a great title for a book.

By the way, the problem the OP posted?
It's like you meet a girl, ask her out, and you meet her at the door. She says "I'm ready, let's just skip the date and... (um...you know)". And you then describe the schedule you were going to keep on your date. You want to talk about the movie you were going to take her to. Believe me, it's not that far fetched.

I was training a salesman once that had the customer say "Sounds great. Lets do it" and the guy kept talking about the features...and about his divorce. (I know, I couldn't believe it either).

Eventually, I actually raised my voice and said (In front of the customer) "He said he wants to buy. Write it up now"

After we left, the guy kept bragging about how he closed that one. Yech.

Yup. Never say "No" to a "Yes". First rule of selling.

Just thought I would add this;

The first vacuum cleaner demonstration I ever saw was in my home. The machine was shiny, did tricks, and I was young and stupid. I asked the price, the salesman told me, and I said "Knock off $50 and I'll write you a check".

The moron got on my phone and talked to his boss for 20 minutes. I was already an experienced salesman, so I understood why he was doing this....but it was irritating.

Finally, while he was still on the phone, I said "This is an easy sale. I've already said 'Yes'. Don't f@ck it up".

And he wouldn't stop. It took him another few minutes of "play closing" on the phone to let me buy.

And the amazing thing is...I know he didn't learn anything from it.

[ 1 ] Thanks

Signature

One Call Closing book https://www.amazon.com/One-Call-Clos...=1527788418&sr

What if they're not stars? What if they are holes poked in the top of a container so we can breath?

{{ DiscussionBoard.errors[8073089].message }}

Ethan F. 11 years ago

I've had this happen like 4 times in the last month. It happens all the time, if you're consistently prospecting. Drives me nuts.
- Thanks
Signature

"Money grows on the tree of persistence"
{{ DiscussionBoard.errors[8072626].message }}
payoman 11 years ago

Btw guys I made an update in the original post about this guy who almost got away, was a very eye opening experience in the end!
- Thanks
Signature
Learn How To Sell Websites To Local Businesses for $600+ Today
{{ DiscussionBoard.errors[8073261].message }}
BrianCampbelldotcom 11 years ago

People procrastinate by nature. I've had similar experiences in the past, but now I tell them that I will send them the invoice as soon as we hang up from the call and we'll get started as soon as you submit the invoice. The invoice is typically paid right away.

In your situation he may have just paid the invoice before getting the idea to call a competitor and shop around. However it still worked out good for you. Perhaps including a custom video in your package would be a smart thing to add now
- Thanks
Signature

I Will PERSONALLY Mentor You For LIFE to Creating a Successful
$10K a month Internet Business + Be Your JV Partner!
{{ DiscussionBoard.errors[8073281].message }}
PanteraIM 11 years ago

This is exactly why I am a big advocate of one call closing whether it's face to face, on the phone, inbound lead, outbound doesn't matter.

Right at the end of your presentation is when they most likely to buy, not days or weeks later. Spin the wheel!
- [ 4 ] Thanks
Signature

you cant hold no groove if you ain't got no pocket.
{{ DiscussionBoard.errors[8073370].message }}
shane_k 11 years ago

I have had this happen except I was on the other end.

I went into this TV store in a mall and the sales dude brings me into the demonstration room to listen to the surround sound system.

I was totally blown away and said, "let's do this"

He said, "Ok, let me get my manager."

He came back with his manager, and his manager takes the only chair in the demonstration room, closes the door, and sets the chair right in front of it, blocking the door, as if he is using it to try and stop me from running out the door.

He then starts in on his sales process

I interrupted him and told him I was ready to buy the sound system right then and there.

So he pulled out this contract and started trying to sell me on their no money down for 6 months and then low monthly payments.

I tell him I will pay in cash

He turns to other sales person and they both smirk at one another.

Then he goes back to his contract, and starts pushing the no money down, low monthly payments thing.

I interrupt again and say, "no I will pay in cash."

He looks at me with this blank stare, and says why would you want to pay a big lump sum of money when you don't have to pay for 6 months and then each month will be a low payment?

I tell him (at that time) my credit is not good, so I probably wouldn't get approved, and since I have the cash I will pay now.

Then he has the nerve to ignore what I just said and tries pushing his no money down, low monthly payments thing

I interrupt him again, but this time I talk to the sales person instead of him, and again say I am ready but I want to pay in cash, the whole shebang upfront right now.

I can see the sales person wants to move forward, but can't because he probably has to listen to his manager.

The manager then starts in on how there is something stopping me from signing the deal right now, and that it is my problem and not his. And he would like to know what is my problem?

At this point I am pissed off and say forget it and tell him to move so I can leave.(remember he is sitting on a chair blocking the door)

Again he ignores me and says that I have a problem that is stopping me, and it is my problem not his and he is ok with me walking out the door because it won't be his lose but mine.

I was so pissed off at this guy I told him to get the F out of the way or I would knock his ass off the chair, lol

I then turned to the sales guy and said, "word of advice, if you really want to learn sales, ignore everything this idiot says."

As I was walking out I could hear this manager telling his sales team, "I knew that guy wasn't going to buy!"

Arggh!!! lol
- Thanks
{{ DiscussionBoard.errors[8073616].message }}
CandyxLand 11 years ago

I worked as a telephone sales person for 4 years, and here's my advice:

Always close on the spot. It's not unethical. I always bring up the subject of payment on a call like this. When he says "I can pay by paypal," you respond, "great, here is my paypal email. Can you give me a timeline of when you will submit payment so that I can get ready?" You have to get the customer talking and thinking like they are already your customer, and they will follow through.
- Thanks
{{ DiscussionBoard.errors[8073640].message }}

kenmichaels

11 years ago

Originally Posted by payoman

QUICK UPDATE 5/14 : (for anyone who cares) I ended up calling this guy back today and found he had called a competitor directly after our call and found very similar rates, packages etc.

So I asked him what it would take and he gave me a bit of a wishy washy "I'm not sure who to go with" answer...THEN TOLD ME HE WOULD CALL BACK AGAIN! And I let him off the hook, because he actually said 'I will probably go with you...but I will let you know by lunctime!'

Of course, lunch rolls around and no phone call. So I said '@!#! it!!' and called him back again and tried AGAIN to find out what would push him over the edge. You know what it was?

The goddamn video I had on my website that I got made on Fiverr. He told me how amazingly brilliant it was...I instantly said 'You know what, I will throw in one for your website' and he said 'SOLD! Done! Let's do it!' and THIS time I sent the details and he made payment with Paypal.

A $2000+$500 per month deal decided over a Fiverr video that cost me like $60 to get done.

The lesson? QUALIFY what your customer wants. You need to get to the CORE things they want. This guy wanted a video. But I had to prod and poke him to finally get it out, the key was to keep poking until he finally gave away his sticking point.

If you don't ask for the sale, that is what happens.

Always ask.

And if they say no. Ask why not. It is the only way to get to the root
of the problem.

Some people just want a deal. Some aren't sold yet or are confused.
Some are savvy enough to know if they say no enough times
( even if they want it ) you will eventually work with them on the price or
throw incentives in to sweeten the deal.

But you will never know which if you don't ask.

Its nice you saved the deal ( because that IS what you did, you saved it.
He was already sold, you blew it letting him off the hook. )

Every phone call, assume they are ready, and close them.
The ones not ready will let you know it AND why they aren't,
giving you the chance to fix the issue.

and the other ones will buy.

[ 5 ] Thanks
1 reply

Signature

Selling Ain't for Sissies!

{{ DiscussionBoard.errors[8073787].message }}

misterme

11 years ago

Originally Posted by Claude Whitacre

The first vacuum cleaner demonstration I ever saw was in my home...
I was young and stupid. I asked the price, the salesman told me, and I said "Knock off $50 and I'll write you a check"...
Finally, while he was still on the phone, I said "This is an easy sale. I've already said 'Yes'. Don't f@ck it up"...

And after that first time at such a young, tender age, Claude's parents had him do ALL the talking every time a salesman came to their home. True story.

Originally Posted by kenmichaels

I'm now keeping a notepad onto which I jot down kenmichaels's and Claude Whitacre's powerful sales nuggets. I recommend you all do the same.

Thanks
1 reply

{{ DiscussionBoard.errors[8081312].message }}

Claude Whitacre 11 years ago

Originally Posted by misterme

.
I'm now keeping a notepad onto which I jot down kenmichaels's and Claude Whitacre's powerful sales nuggets. I recommend you all do the same.

My nuggets are bigger than Ken's.
- Thanks
Signature
One Call Closing book https://www.amazon.com/One-Call-Clos...=1527788418&sr

What if they're not stars? What if they are holes poked in the top of a container so we can breath?
{{ DiscussionBoard.errors[8081672].message }}

MonteMichaels

11 years ago

When I was selling cars the worst customer was always the one that barged into the showroom and anoinced "who wants to sell a car!" Nearly all of the veterans would scatter and the new guys would get all excited, thinking they have something there.

In nearly every one of those cases the customer was a complete waste of time and wanted to play around. Or they had bad credit and couldn't finance a stick of gum.

Even the people that were "laydowns" gave a little resistance. Most of those came from out of town and did a ton of research on the car before they drove to buy the one special car they had been looking at.

That has at least been my experience anyway.

Even now when I find a client that seems like a laydown, I still aproach them with caution. I want to make sure that they know what they are buying from me.

Maybe it's considered overselling by some, but I would rather lose a sale to overselling than having that guy who jumped the gun try to sue me because he thought my service was something different than it is. And even if you have a rock solid contract so they can't sue, you will never have anything good come of that client

Thanks
1 reply

{{ DiscussionBoard.errors[8074107].message }}

Claude Whitacre

11 years ago

Originally Posted by MonteMichaels

Even now when I find a client that seems like a laydown, I still approach them with caution. I want to make sure that they know what they are buying from me.

Maybe it's considered overselling by some, but I would rather lose a sale to overselling than having that guy who jumped the gun try to sue me because he thought my service was something different than it is. And even if you have a rock solid contract so they can't sue, you will never have anything good come of that client

I get those sales too. If someone calls or walks in eager to buy, I ask a few questions to make sure they know what they are getting. But the majority of instruction comes after they have bought.

If you instruct them before they give you a check/sign a contract/ give you their credit card....to the prospect, they are still in "decision making mode".

If you give instructions after the sale is consummated, this instruction is looked at differently. Now, you are giving details, and it's viewed more as customer service. And the customer now views the sale as over and done.

The earlier you can give the customer that "The sales is done, now we just get a few details" feeling..the better.

Thanks

Signature

One Call Closing book https://www.amazon.com/One-Call-Clos...=1527788418&sr

What if they're not stars? What if they are holes poked in the top of a container so we can breath?

{{ DiscussionBoard.errors[8074481].message }}

A Strange Phenomena (About Closing The Deal)

Trending Topics

Best AI for spell checking & grammar (2024)?

Google Ads, landing pages, and Clickbank links

Carry out better target audience research

A Very Strange Internet Problem

Melb, Interat, Flower Show 2024