I haven't seen a thread about closing in a long time

56 replies
If I can point to any part of what I do as fun, it would be closing. A lot of people that I've spoken with have said that they enjoy meeting new clients (prospects actually) and making presentations, but when it's time to close they get nervous. They don't like closing.

Maybe I'm a bit simple, and some things go over my head, but when I hear something like that I just don't understand it. How can you enjoy making a presentation and not enjoy closing.

Closing is really nothing more than finding out if the prospect enjoyed your presentation.

Sales is often compared to being an actor on the stage. This is particularly true when we start to speak in terms of using a script. For the actor on stage, at the end of the performance, the curtain goes down. Moments later the curtain goes up again and the actor stands there as the audience applauds his performance. Do you think that actor is nervous or doesn't want to go back on stage to get his applause?

The applause is the actor's "close" and it's the reason he puts on the show.

Is that very different from what many of us do every day, many times a day? I don't think it is. When I make a presentation, if I don't find out if my audience enjoyed my show, I leave without a paycheck and the prospect doesn't get the benefit of what I'm selling. So if I don't close the deal, it's a lose for me and a lose for the prospect.

I know there's a lot of raw sales talent in this forum. I know this because there are so many posts relating methods, and situations, and circumstances. To all the questions that are posed, there may be dozens of well constructed and thoughtful answers.

But every now and then it's good to get right down to the heart of the matter and to me that means closing. More precisely, closing statements, and they can be taken out of context. In other words, I know that some people may say that you can't talk about closing without considering the overall circumstance. I personally don't believe that. I know a lot of sales professionals that use the same closing statements and techniques day in and day out in totally different situations.

So my idea here, is to share some of our closing statements. The series of words we string together to let us know that our prospect enjoyed our show.

I guess I'll start the ball rolling with one of my favorites for smoking out the real objection:

What is it that you need to be certain of so we can move forward on this project?

Your turn!
#closing #long #thread #time
  • Profile picture of the author John Durham
    Originally Posted by David Miller View Post


    Closing is really nothing more than finding out if the prospect enjoyed your presentation....

    The applause is the actor's "close" and it's the reason he puts on the show.
    You are Smokin today man....what a great way to relay this point and drive it home.

    Alot of people have knowledge but a few are good teachers.
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  • Profile picture of the author beeswarn
    I like closing questions. I'm sure you use them too.

    Do you want to start today? When do you want to start?

    Those are the best two for me because, when they answer me, they reveal whether I've given the presentation right and indicate where I may have to go back and clarify something.
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    • Profile picture of the author The Sales Guy
      Beautifully stunning idea for a thread, David

      One of the strongest techniques I implement is the following - I use it roughly 80% of the time (I should really be charging for this information, lol. Oh well, one won't hurt

      After the prospect has made it through the many hurdles in my presentation; qualification, warm up, pitch, etc., I obviously know I have a "live one", so, I finally ask one or two "closing questions"

      Me: "And again, you wouldn't mind offering a free telephone consultation when readers call in and mention our publication, correct, David?!"

      Prospect: "Sure, I don't see why not."

      Me: "Great, David, just grab your pen to take down some information and I'll get you started!"

      Prospect: "Okay"


      Sheer simplicity. However, do you see the beauty in the mechanics of the set-up? Even though it's simple there's a LOT going on...

      1. I ask a final closing question or two. Since they've made it all the way through my presentation, they are interested...obviously. So, I'm looking to get them to say "Yes" a few times. Open them open. Get them into the "affirmative zone", since I'm also prepping them to give ME an affirmative answer very shortly.

      2. I don't ASK for the order or sale, I ASSUME IT. This is critically important. It's easier to "grease" someone down a slide than asking them if they'd like to go.

      3. Notice, I didn't mention the words "sale", "sign-up", "commit", "decision", "receipt", "bill", etc. Those are scary words, BOO Harmless, easy-going and friendly. "Just grab your pen to take down some information and I'll get you started."

      In my guesstimation, this technique works roughly 70% to 80% of the time.

      However...

      * These were prospects perfectly in line with my offer

      * They were properly qualified, warmed up, and pitched

      * They were led down the "greased chute" of the closing stage

      Without all of the above taking place, the prospect will NEVER be closed by ANYONE using ANY sales pitch.

      And in case you're wondering, YES, as mentioned, it doesn't always work - nothing does. What I do in that case is simple...

      The prospect hesitates and offers up an objection. Let's say it's price...

      Prospect: "Well, I don't know, the price is a bit too high"

      Me: "I can understand you thinking that, David, however, remember, nobody else offers up 24/7 customer service and free ad design. Tell you what, if I can take an extra $100 off the price, can you do me a small kindness in return?"

      Prospect: "Sure"

      Me: "Track the results of the ad campaign very, very closely so you can see the results, and if you're satisfied, just give me a ring when you're ready to place your ad again, okay, David?!"

      Prospect: "That sounds fair"


      See what I did? I answered the prospects objection with a proper rebuttal, asked another closing question to (hopefully) elicit an affirmative answer, and then proceeded to close once again.

      You simply do this up to (3) times - the magic number - with a prospect. Sooner or later, if you've done everything else correctly, they bite If not, get back to them at a later date, or, cross them off your list forever.
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      • Profile picture of the author David Miller
        Originally Posted by The Sales Guy View Post

        ...

        Prospect: "Well, I don't know, the price is a bit too high"

        Me: "I can understand you thinking that, David, however, remember, nobody else offers up 24/7 customer service and free ad design. Tell you what, if I can take an extra $100 off the price, can you do me a small kindness in return?"

        Prospect: "Sure"

        Me: "Track the results of the ad campaign very, very closely so you can see the results, and if you're satisfied, just give me a ring when you're ready to place your ad again, okay, David?!"

        Prospect: "That sounds fair"
        Great post, and I hope people appreciate the kind of information and wisdom you share.

        I have one question about the quote above:

        The prospect voiced an objection about the money and you went ahead with your statement which in my mind was the evidence to justify your price point.

        Is it really necessary to offer up the discount in the same breath? Now I realize that there are those who will say "it's always the money" and to some extent that may be true. But why didn't you state the benefit that justifies the price and save the discount for a second rebuttal if it's needed?
        Signature
        The big lesson in life, baby, is never be scared of anyone or anything.
        -- FRANK SINATRA, quoted in The Way You Wear Your Hat
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        • Profile picture of the author The Sales Guy
          Originally Posted by David Miller View Post

          Great post, and I hope people appreciate the kind of information and wisdom you share.

          I have one question about the quote above:

          The prospect voiced an objection about the money and you went ahead with your statement which in my mind was the evidence to justify your price point.

          Is it really necessary to offer up the discount in the same breath? Now I realize that there are those who will say "it's always the money" and to some extent that may be true. But why didn't you state the benefit that justifies the price and save the discount for a second rebuttal if it's needed?
          Good follow-up question, David

          Sure, I could've easily saved that bullet in my arsenal...and sometimes I do. However, as you noted above, it's almost ALWAYS about the money. So...

          While rebutting the prospect with all of the care and expertise we offer is great, it still doesn't diminish that BIG blinking number he has in his mind. Knocking something off the price surely will, though Or, it could be expedited shipping, free shipping, a trial period, a smaller quantity, etc. Doesn't just have to be a price discount. However, here's another little secret...

          I've already padded my prices well in advance. So, no matter what I offer the prospect, I'm still waaaay ahead of the game. Remember, we're playing chess with the prospect. However, all of the moves are thought out in advance by me. Can you say "Checkmate"
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          • Profile picture of the author David Miller
            @The Sales Guy - Ask and ye shall receive...thanks for the followup on that.

            Padding the price is the single greatest advantage that we, as independents have in our toolbox. One of my favorites is to have a "set-up" fee that I waive because the month has a "y" in it.

            So here's another question, and not just for you but for anyone that cares to join in this:

            Do you think it's better to drop price, or add value?

            And so I don't hijack my own thread (as I've been known to do on occassion), let's try and frame the answer in the form of using is as a closing statement if you could.
            Signature
            The big lesson in life, baby, is never be scared of anyone or anything.
            -- FRANK SINATRA, quoted in The Way You Wear Your Hat
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            • Profile picture of the author The Sales Guy
              Another winner of a follow-up, David Heck, they way this thread is going, we might be able to bundle it up and sell it as a WSO, lol.

              To answer your question though...

              One has to be VERY careful not to quickly drop the price. Or, too steeply for that matter. Why? Well...

              1. You de-value the product or service. You cheapen it.

              2. You come across as a shyster. The prospect then thinks to themselves; "Heck, why didn't he just give me that price from the get-go?" You've now lost your credibility. Not good.

              So, on a price objection, I'LL almost ALWAYS drop the price. Why?

              It's price objection! LOL.

              However, generally speaking, I always thinks it's better to add value before a price drop, ie; throw in an extra widget, waive the set-up fee, provide an additional 1 month of service at no extra charge, etc., etc., etc.

              This is where the skill and talent part of the equation comes in. Knowing when and where to do what. This takes a long time to learn
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            • Profile picture of the author Deidra Renee
              Originally Posted by David Miller View Post

              @The Sales Guy - Ask and ye shall receive...thanks for the followup on that.

              Padding the price is the single greatest advantage that we, as independents have in our toolbox. One of my favorites is to have a "set-up" fee that I waive because the month has a "y" in it.

              So here's another question, and not just for you but for anyone that cares to join in this:

              Do you think it's better to drop price, or add value?

              And so I don't hijack my own thread (as I've been known to do on occassion), let's try and frame the answer in the form of using is as a closing statement if you could.
              It depends, if you already jacked up the price just to get it down to where you really wanted it, you can stand to drop the price. In my case (this just happened to me today actually) I forgot to jack up the price as high as I usually do and told him the monthly fee was $250 (which is extremely under-priced in my opinion) anyway, he said I was expensive and he can get someone to do it for cheaper and he's in yellowpages, etc..

              So that's when I added value. I'm usually one to drop price though if people are extremely cheap, but I'm learning these are not the people I want to deal with. If you can't afford my prices, you aren't my market. So I proceeded to tell him what I will be doing for his company that the yellow pages will not (oh, I also added *I'm a firm believer of you get what you pay for*) meaning if you paid $100 you should only expect $100 worth of work. So to answer the question, I would rather add value

              edit: the closing statement would be
              *Mr.Prospect I understand you may be able to get it done cheaper, but here's what I'll be doing at this pricepoint (name the benefits of your service) now it may seem expensive and I could drop my monthly fee to fit your budget, but I will also have to drop some of the services we discussed earlier so would you like to go with the initial package or the less expensive one?

              Now this worked for me because my services include article marketing, press releases, etc..so I said I could take out some of those services to reduce the price. The important thing is to *devalue* the cheaper package.
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              • Profile picture of the author ShayB
                Honestly, my opener is half of my close.

                60 seconds (or less):

                1. What I do
                2. How it's done (how I do the work for the client, reassure them that it's a painless process)
                3. 10 examples of what I can do.
                4. What a good referral is for me. (this one is optional - I use it as biz meetings)
                5. "If you're interested, I can tell you our next step."

                For my close, that's simple, too:

                "I know you're eager to get the ball rolling. Did you want to pay with check, cash or credit card?"
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                "Fate protects fools, little children, and ships called Enterprise." ~Commander Riker
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                • Profile picture of the author Dan DaSilva
                  Originally Posted by ShayRockhold View Post

                  Honestly, my opener is half of my close.

                  60 seconds (or less):

                  1. What I do
                  2. How it's done (how I do the work for the client, reassure them that it's a painless process)
                  3. 10 examples of what I can do.
                  4. What a good referral is for me. (this one is optional - I use it as biz meetings)
                  5. "If you're interested, I can tell you our next step."

                  For my close, that's simple, too:

                  "I know you're eager to get the ball rolling. Did you want to pay with check, cash or credit card?"
                  Interesting approach, Shay. Let me ask you: Did you ever try to do the exact opposite of the above orderk? I can almost guarantee this will increase your conversion rate substantially. Start with the prospect in mind and make sure there is a need for a solution you can provide to a problem he has before you tell him of the great things you could do for him.

                  Also, avoiding being too descriptive in telling the customer how you will achieve what you will provide him with actually increases your chances for two rasons: 1) Customers mostly have no time and interest in the technical part of our work, and 2) After all, this is YOUR recipe and like a baker would never tell his customers how he produced that delicious croissant you wouldn't release your secret either ;-)

                  Best,
                  Dan
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                  • Profile picture of the author ShayB
                    Originally Posted by Dan DaSilva View Post

                    Interesting approach, Shay. Let me ask you: Did you ever try to do the exact opposite of the above orderk? I can almost guarantee this will increase your conversion rate substantially. Start with the prospect in mind and make sure there is a need for a solution you can provide to a problem he has before you tell him of the great things you could do for him.

                    Also, avoiding being too descriptive in telling the customer how you will achieve what you will provide him with actually increases your chances for two rasons: 1) Customers mostly have no time and interest in the technical part of our work, and 2) After all, this is YOUR recipe and like a baker would never tell his customers how he produced that delicious croissant you wouldn't release your secret either ;-)

                    Best,
                    Dan
                    Hey! Thanks for the feedback.

                    I have a rather unique product, so my approach works really well for what I offer.

                    I guess getting more specific doesn't hurt.

                    1. "My company is _______ and I help you share your story with the world"
                    2. "I turn a 60-90 minute interview, your manuscript, or a series of photos into a physical or Kindle book"
                    3. "I can help with business branding books, photography books, bridal books, biographies, fundraising books, family histories, teacher memory books, vacation books, family reunion books, artwork portfolios, before and after photo books - like with weight loss, redecoration or renovation, cosmetic or reconstructive surgery - and more."
                    4. "Good referrals for me are business owners that want to increase their authority and branding, photographers, wedding planners, and any physician or dentist that has a specialty that can be easily demonstrated with before and after photos." (This is optional - used at biz meetings.)
                    5. "If you're interested, I can tell you our next step."

                    This quick little intro (and I can say it in my sleep ) is a great tool and it really does seem to do the job. I'm booked solid!

                    If you have any suggestions, I'd be happy to listen, but it really is working well for me the way that it is.
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                    "Fate protects fools, little children, and ships called Enterprise." ~Commander Riker
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                    • Profile picture of the author The Sales Guy
                      Originally Posted by ShayRockhold View Post

                      Hey! Thanks for the feedback.

                      I have a rather unique product, so my approach works really well for what I offer.

                      I guess getting more specific doesn't hurt.

                      1. "My company is _______ and I help you share your story with the world"
                      2. "I turn a 60-90 minute interview, your manuscript, or a series of photos into a physical or Kindle book"
                      3. "I can help with business branding books, photography books, bridal books, biographies, fundraising books, family histories, teacher memory books, vacation books, family reunion books, artwork portfolios, before and after photo books - like with weight loss, redecoration or renovation, cosmetic or reconstructive surgery - and more."
                      4. "Good referrals for me are business owners that want to increase their authority and branding, photographers, wedding planners, and any physician or dentist that has a specialty that can be easily demonstrated with before and after photos." (This is optional - used at biz meetings.)
                      5. "If you're interested, I can tell you our next step."

                      This quick little intro (and I can say it in my sleep ) is a great tool and it really does seem to do the job. I'm booked solid!

                      If you have any suggestions, I'd be happy to listen, but it really is working well for me the way that it is.
                      Shay, I've been following a few of your posts. While I think your presentation could use a bit more structure and finesse, for the most part, it's pretty darned good

                      MUCH more importantly however, you seem to be quite a little ball of energy. Your pep and pizzaz really comes through in your writing. Between your short pitch (which is the perfect length, IMO), your insightful understanding of your products and customers, and your feisty spirit, if you simply make enough dials, I see MUCH success in your future
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                      • Profile picture of the author ShayB
                        Originally Posted by The Sales Guy View Post

                        Shay, I've been following a few of your posts. While I think your presentation could use a bit more structure and finesse, for the most part, it's pretty darned good

                        MUCH more importantly however, you seem to be quite a little ball of energy. Your pep and pizzaz really comes through in your writing. Between your short pitch (which is the perfect length, IMO), your insightful understanding of your products and customers, and your feisty spirit, if you simply make enough dials, I see MUCH success in your future
                        I'm sure it could use a LOT more structure and finesse.

                        But you're right - when I talk about my biz, my eyes light up, I get the biggest grin EVER, and people can tell I love what I do! I'm also very energetic and enthusiastic, and I use my hands a lot when I talk.

                        And I also love how many people I help! And the variety! My latest client is a lady who s going to compete in an Iron Man competition and is documenting her experience - fascinating! I love it!

                        Thank you so much for the kind words. *hugs*
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                        "Fate protects fools, little children, and ships called Enterprise." ~Commander Riker
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                        • Profile picture of the author The Sales Guy
                          Originally Posted by ShayRockhold View Post

                          I'm sure it could use a LOT more structure and finesse.

                          But you're right - when I talk about my biz, my eyes light up, I get the biggest grin EVER, and people can tell I love what I do! I'm also very energetic and enthusiastic, and I use my hands a lot when I talk.

                          And I also love how many people I help! And the variety! My latest client is a lady who s going to compete in an Iron Man competition and is documenting her experience - fascinating! I love it!

                          Thank you so much for the kind words. *hugs*
                          YOU use your hands a lot?!?! I'm Italian!!! You know how you get an Italian person to shut up? Tie their hands behind their backs!
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                          • Profile picture of the author ShayB
                            Originally Posted by The Sales Guy View Post

                            YOU use your hands a lot?!?! I'm Italian!!! You know how you get an Italian person to shut up? Tie their hands behind their backs!
                            I'm Southern. So I use my hands like an Italian but I sound like Paula Deen.

                            It's quite a sight to see!
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                            "Fate protects fools, little children, and ships called Enterprise." ~Commander Riker
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                    • Profile picture of the author Dan DaSilva
                      Originally Posted by ShayRockhold View Post

                      Hey! Thanks for the feedback.

                      I have a rather unique product, so my approach works really well for what I offer.

                      I guess getting more specific doesn't hurt.

                      1. "My company is _______ and I help you share your story with the world"
                      2. "I turn a 60-90 minute interview, your manuscript, or a series of photos into a physical or Kindle book"
                      3. "I can help with business branding books, photography books, bridal books, biographies, fundraising books, family histories, teacher memory books, vacation books, family reunion books, artwork portfolios, before and after photo books - like with weight loss, redecoration or renovation, cosmetic or reconstructive surgery - and more."
                      4. "Good referrals for me are business owners that want to increase their authority and branding, photographers, wedding planners, and any physician or dentist that has a specialty that can be easily demonstrated with before and after photos." (This is optional - used at biz meetings.)
                      5. "If you're interested, I can tell you our next step."

                      This quick little intro (and I can say it in my sleep ) is a great tool and it really does seem to do the job. I'm booked solid!

                      If you have any suggestions, I'd be happy to listen, but it really is working well for me the way that it is.
                      If it does it for you, then that's what counts. After all, not every approach suits anybody, you gotta find a method that fits your personality. More often than not it is not so much about WHAT we say but HOW we deliver it. You seem to be successful with it, so keep it and refine it on the way.

                      Dan
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            • Profile picture of the author ShayB
              Originally Posted by David Miller View Post


              Do you think it's better to drop price, or add value?
              Add value. Always.

              I won't drop the price, but I have offered payment options. (2 or 3 payments.)

              If I do that, though, it's more expensive.

              $1500 or 2 payments of $800, 3 payments of $650. (Or something similar.)
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              "Fate protects fools, little children, and ships called Enterprise." ~Commander Riker
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              • Profile picture of the author kenmichaels
                Originally Posted by ShayRockhold View Post

                Add value. Always.

                I won't drop the price, but I have offered payment options. (2 or 3 payments.)

                If I do that, though, it's more expensive.

                $1500 or 2 payments of $800, 3 payments of $650. (Or something similar.)
                split payments are an AWSOME closing tool.
                IMHO, one of the best ever...
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                Selling Ain't for Sissies!
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              • Profile picture of the author Wyteria Jacobo
                My thoughts exactly! I do the same thing for my immigration services. Since we're carrying the bill for them in that we're letting them make 2 or 3 payments instead of all at once, we should charge more for those options.
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  • Profile picture of the author kcom
    Something I learned in selling vacuums, ABC, Always Be Closing. In other words, the more times you can get your client to say they need your solution, the easier it is to do the actual close at the end.
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  • Profile picture of the author ryanmckinney
    "So do you want me to send the invoice via e-mail address, or snail mail?"

    I have never done a presentation, all phone conversations on this end.

    Ryan
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    • Profile picture of the author David Miller
      Originally Posted by ryanmckinney View Post

      "So do you want me to send the invoice via e-mail address, or snail mail?"

      I have never done a presentation, all phone conversations on this end.

      Ryan
      Ryan...A presentation on the phone is still a presentation. In fact in my opinion it's far more of a challenge to get the applause at the end. On the phone we don't have the advantage of a physical presence.

      On the other hand, we're not distracted by the odd things that may be going on in his office.

      That's a nice close by the way!
      Signature
      The big lesson in life, baby, is never be scared of anyone or anything.
      -- FRANK SINATRA, quoted in The Way You Wear Your Hat
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      • Profile picture of the author ryanmckinney
        Originally Posted by David Miller View Post

        Ryan...A presentation on the phone is still a presentation. In fact in my opinion it's far more of a challenge to get the applause at the end. On the phone we don't have the advantage of a physical presence.

        On the other hand, we're not distracted by the odd things that may be going on in his office.

        That's a nice close by the way!

        True. Never looked at it in that light.

        My mind was Ninja'ed.

        Ryan
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  • Profile picture of the author bob ross
    I used to be an EXTREMELY high pressure salesperson. The kind that wouldn't leave peoples homes until there's blood on the walls. I was really young and frankly it amused me plus put a lot of cash in my pocket.

    While now I don't act like that anymore I still learned that almost anyone is close-able and that you can develop ways to get around any objection.

    One nasty little close I'd use a lot in the home is "Mr Jones, if you loved your wife you'd buy her this siding wouldn't you?."
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    • Profile picture of the author John Durham
      Originally Posted by bob ross View Post

      "Mr Jones, if you loved your wife you'd buy her this siding wouldn't you?."

      Lol. Thats low man, putting him on the spot like that!

      "Just imagine, if an accident happened unfortunately, and you were no longer able to be here and care for your family... and one day a month a check came in the mail for them for the rest of their life...and your daughter asks one day, "whats that mommy?", and then your wife turns to her and smiles and says "It's a love letter from Daddy, to remind us of how much he cared for us..."

      Wouldnt you feel great about having made this decision?
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      • Profile picture of the author flightrisk
        Originally Posted by John Durham View Post

        Lol. Thats low man, putting him on the spot like that!

        "Just imagine, if an accident happened unfortunately, and you were no longer able to be here and care for your family... and one day a month a check came in the mail for them for the rest of their life...and your daughter asks one day, "whats that mommy?", and then your wife turns to her and smiles and says "It's a love letter from Daddy, to remind us of how much he cared for us..."

        Wouldnt you feel great about having made this decision?
        lol how the hell could you say no to that!!
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        • Profile picture of the author John Durham
          Originally Posted by flightrisk View Post

          lol how the hell could you say no to that!!
          Picture painting guys. Become a mental Picasso!

          Chris email coming btw...
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  • Profile picture of the author positivemagic
    Wow, you really made that part of what we do simple. Thanks!

    Isabella Fiorentino
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    Ps. What if instead of hunting people down until they begged you to stop... pre-qualified prospects actually sought you out and asked you what you do and how you do it? Click here.

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  • Profile picture of the author kenmichaels
    Originally Posted by David Miller View Post

    share some of our closing statements.
    I only have one "real" close.
    the leed up is sometimes different, but i almost always say ...

    Go grab a pen a piece of paper and your credit card, i will hold while you get that.
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    Selling Ain't for Sissies!
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  • Profile picture of the author Michael Bucker
    I like it David and The Sales Guy, I would like to add something to your topic of price. First yes let’s assume the sale. Come on people if you believe in what you are saying and you are telling them that it is of value that they need, why are we asking for the sale. You are taking away from your own credibility when you do this.

    On the price issue, I have mentioned this before but it’s worth saying again. One of the reasons people ask for a discount is because we don’t give them a choice. We give them a price and one price only. When you give a person one choice or one choice only what you are basically saying to them is take it or leave it. That is what one choice says.

    Here is how I handle discount and do not place the customer in a take it or leave it situation.

    I present three prices with the reasons behind each.

    David mentioned it’s a performance and the applause is how much they like your performance. It is your grade sort of speaking. So that is how I close some of my clients.

    I present this to them. Now each package has different benefits of course.
    A. $4,000
    B. $3,000
    C. $2500

    Explain the benefits off all three. Then I simply state. “Not all my customers give me and A (big applause) but not all my customers give me a C either, which would you like? Let them grade you.

    The discount comes in the package they choose not in discounting your valuable services. Now they have a choice which they like. Choice means freedom. They have an opportunity to pay less, but you are not discounting your services.
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  • Profile picture of the author iAmNameLess
    Hmm.. I don't have any advanced techniques, lines, or skills in closing. To be honest, never really paid too much attention to it because I don't have a problem closing.

    All I do is ask for the credit card, and offer $50 off if they pay check by phone (no risk of chargebacks). That's the easiest part for me. I rarely drop the price because they too often aren't worth it if they can't afford my prices.
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    • Profile picture of the author tbone3
      Originally Posted by iAmNameLess View Post

      Hmm.. I don't have any advanced techniques, lines, or skills in closing. To be honest, never really paid too much attention to it because I don't have a problem closing.

      All I do is ask for the credit card, and offer $50 off if they pay check by phone (no risk of chargebacks). That's the easiest part for me. I rarely drop the price because they too often aren't worth it if they can't afford my prices.
      What do you use to accept credit cards and how do you pay by check on the phone?
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  • Profile picture of the author Michael Bucker
    I like it David and The Sales Guy, I would like to add something to your topic of price. First yes let’s assume the sale. Come on people if you believe in what you are saying and you are telling them that it is of value that they need, why are we asking for the sale. You are taking away from your own credibility when you do this.

    On the price issue, I have mentioned this before but it’s worth saying again. One of the reasons people ask for a discount is because we don’t give them a choice. We give them a price and one price only. When you give a person one choice or one choice only what you are basically saying to them is take it or leave it. That is what one choice says.

    Here is how I handle discount and do not place the customer in a take it or leave it situation.
    I present three prices with the reasons behind each.

    David mentioned it’s a performance and the applause is how much they like your performance. It is your grade sort of speaking. So that is how I close some of my clients.

    I present this to them. Now each package has different benefits of course.

    A. $4,000
    B. $3,000
    C. $2500

    Explain the benefits off all three. Then I simply state. “Not all my customers give me and A (big applause) but not all my customers give me a C either, which would you like? Let them grade you.

    The discount comes in the package they choose not in discounting your valuable services. Now they have a choice which they like. Choice means freedom. They have an opportunity to pay less, but you are not discounting your services.
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    • Profile picture of the author iAmNameLess
      Originally Posted by Michael Bucker View Post


      Here is how I handle discount and do not place the customer in a take it or leave it situation.
      I present three prices with the reasons behind each.

      David mentioned it's a performance and the applause is how much they like your performance. It is your grade sort of speaking. So that is how I close some of my clients.

      I present this to them. Now each package has different benefits of course.

      A. $4,000
      B. $3,000
      C. $2500

      Explain the benefits off all three. Then I simply state. "Not all my customers give me and A (big applause) but not all my customers give me a C either, which would you like? Let them grade you.

      The discount comes in the package they choose not in discounting your valuable services. Now they have a choice which they like. Choice means freedom. They have an opportunity to pay less, but you are not discounting your services.

      I have done this as well, and it's probably my favorite way of doing things. This tactic is my favorite I suppose, but only really use it at certain times. I need to find a way to be more fluid when presenting these options, it is a wonderful way of increasing sales especially when you think a prospect has a certain limit, then they surprise you by choosing a bigger option!
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    • Profile picture of the author David Miller
      @Iamnameless - You say you don't have any special closing techniques, but as I see it, you're closing technique is in the power of your belief in yourself to what's needed.

      Your confidence is such that I imagine it leaves people feeling that a "no" decision is just not something that you would permit or accept. You may in fact be so natural at what you do that you aren't even aware of the power you have.

      @Michael Bucker - There's only one thing that could improve your post and that's a bigger font!
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      The big lesson in life, baby, is never be scared of anyone or anything.
      -- FRANK SINATRA, quoted in The Way You Wear Your Hat
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  • Profile picture of the author kenmichaels
    Personally i think closing is the easiest part. You either do it, or you don't.

    If you pitch yourself properly, asking for the money is the easy part.

    What i would like to see is people talking about pre qualifying.

    Most pros i know have problems with it. Most are so ingrained to pitch
    close, rebut, close, rebut, close, that they waste many, many man hours
    on the phone chasing potential prospects that simply cannot afford
    or don't need what they are selling.

    Then again, i guess someone like you david, that works with attorneys don't need to pre qualify...
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    • Profile picture of the author David Miller
      Originally Posted by kenmichaels View Post

      Personally i think closing is the easiest part. You either do it, or you don't.

      If you pitch yourself properly, asking for the money is the easy part.

      What i would like to see is people talking about pre qualifying.

      Most pros i know have problems with it. Most are so ingrained to pitch
      close, rebut, close, rebut, close, that they waste many, many man hours
      on the phone chasing potential prospects that simply cannot afford
      or don't need what they are selling.

      Then again, i guess someone like you david, that works with attorneys don't need to pre qualify...

      Perhaps a good topic for another thread....clearly no part of the sales process can be considered more important than another. Closing is one of those "flashy" topics I suppose.

      I would have to take exception with your thought that I have no need to qualify. True, I work almost exclusively with attorneys, however, a defined market doesn't mean that each prospective client is automatically qualified.

      Just like the guy that owns the pizza shop on the corner who doesn't see beyond the end of his own street, there are attorneys who don't recognize the need for changes or additions to the way they do things.
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      The big lesson in life, baby, is never be scared of anyone or anything.
      -- FRANK SINATRA, quoted in The Way You Wear Your Hat
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  • Profile picture of the author Hugh
    When I first got into sales (working for the man) it seemed to me
    that the rotten, nasty SOB's always got the best deals and the sweet
    little old ladies got screwed.

    Since I've been in business for myself, I NEVER cut the price. I may
    give incentives, extra value, but not money. I think I've even
    thrown in a pint of blood. But I did not cut the price.

    Hugh
    Signature

    "Never make someone a priority in your life who makes you an option in theirs." Anon.
    "Some see private enterprise as a predatory target to be shot, others as a cow to be milked, but few are those who see it as a sturdy horse pulling the wagon." -- Winston Churchill

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  • Profile picture of the author Eddie Spangler
    One of my favorite quotes to use when competing with low ballers

    The bitterness of poor quality Lingers long after The sweetness of low price is forgotten.
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    Promise Big.
    Deliver Bigger.
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    • Profile picture of the author bob ross
      Originally Posted by Eddie Spangler View Post

      One of my favorite quotes to use when competing with low ballers

      The bitterness of poor quality Lingers long after The sweetness of low price is forgotten.
      I like the shocked reaction people have when they say "good things come to those who wait" and you pull up the quote Abe lincoln actually said...

      "Things may come to those who wait...but only the things left by those who hustle."
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    • Profile picture of the author shockwave
      Originally Posted by Eddie Spangler View Post

      One of my favorite quotes to use when competing with low ballers

      The bitterness of poor quality Lingers long after The sweetness of low price is forgotten.
      Disclaimer: I haven't used this yet in the IM world, but in software sales, this is what I pulled out when clients started pushing back on price...

      "Mr. Business owner, my price reflects my level of commitment to you - I would think my competition's price reflects their level of commitment to you as well".

      ....work like a charm.
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  • Profile picture of the author rolltide
    Thats strong John! Who do I make the check out to?
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  • Profile picture of the author Jay Rhome
    Some great gems in this thread, again! You guys amaze me, you really do.

    Mine are not Earth shattering, but a mash and mix of many mentioned above.

    First, lately I've added 5 options, in neat columns. You know, the classic bullet points and comparison charts. It really helped! As per option A-B-C above, it provides choices, and mostly seems to give prospects a gaging tool to base their thoughts around - and make them subconsciously agree with the overall pricing, so VERY few haggling.

    Also the bigger clients are often attracted to the higher end options, while you still take care of the little guys. And to be honest, I felt ripped off by the rich clients if I charged the same (for consulting, I based my prices on results, here I'm talking straight up services).


    Second, I (or the reps) guide the prospects to 2 or 3 at most of the 5 options, based on the previous conversations. Limit their choices so they can make quick decisions, and be a consultive "good guy" too.


    Third, I've also added a setup discount to the option they select, IF they act NOW. So it doesn't cheapen the deal, and is another tool in the box. Many prospects need a sense of urgency to act now so why not give them a nudge?



    So to sum it up as a closing role play, here's out it could go:

    "How many updates you wanted to do? OK I see. I say option "Silver" or "Gold" would be the better fit. Which one would you prefer? (quickly go over the main options again if needed)

    I'll tell you what, time is money. If you take me up on the offer now, I'll give you an instant $100 off the set up price.

    It's a set up fee of only $397 and then a monthly fee of $97 after the first 30 days. We'll slash $100 off this to only $297 to get you started. We accept payment via PayPal or credit card. Which one did you want to use today?"
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    • Profile picture of the author Dan DaSilva
      Originally Posted by Jay Rhome View Post

      Second, I (or the reps) guide the prospects to 2 or 3 at most of the 5 options, based on the previous conversations. Limit their choices so they can make quick decisions, and be a consultive "good guy" too.
      Good point, it's important to not give too many choices on the front end, more choices means more confusion and less readyness to decide, narrowing choices is a very good thing to do!

      Third, I've also added a setup discount to the option they select, IF they act NOW. So it doesn't cheapen the deal, and is another tool in the box. Many prospects need a sense of urgency to act now so why not give them a nudge?
      Offering immediate discounts can work as an accelerator to increase readiness to buy. Two things though to think aobut:

      1. Don't offer it to just anybody, try to feel how eager the prospect is to start. If you see that you will close him anyway (based on the signals he gave you before), you don't need to offer a discount without asking. You can always show your gratitude to him at a later stage ( in the upselling process i.e.)

      2. You have to keep in mind that offering discounts for a faster start can mean stress to the prospect. It's not a bad thing though, just expect that some will pull off and cancel a potential agreement, just because of that. If you are confident enough and can live wth that (I can!), then that's fine, you won't close all of them anyway and probably don't want customers that are a pain later on going forward with your work, if you know what I mean..

      I'll tell you what, time is money. If you take me up on the offer now, I'll give you an instant $100 off the set up price.
      Same as above: Try only to sell discounts if you feel you won't be able to close otherwise. You will increase credibitly and be more profitable at the same time!

      Dan
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  • Profile picture of the author winsoar
    I always use the presumptive close, so I show them what I can do for them, then just start asking questions like I'm going to start, then I say right I will start doing this for you tomorrow.

    Of course if you get the business through warm referrals that makes the process a lot easier than if you go in cold.
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  • Profile picture of the author shawnhag
    I think a lot of the above sound great, but I don't like to repeat anything that I've ever heard. I always paraphrase. The trick with me is to connect with people emotionally. I always identify myself first, but spend the next few minutes relating in some way: comment on something you hear them doing in the background, talk about their industry, kids, family, weather, economy, whatever - after that the emotional connection can be made. i also make sure not to be their friend, you dont wanna make friends you wan to create a partnership.

    (this is all opening stuff, I know)

    so - it makes the close that much easier....when it does come time for the close, i "tell them the deal" and always close with:

    "So are you going to use Visa or Mastercard today?"

    CHA CHING
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  • Profile picture of the author RedShifted
    I come from a family of "closers" so its somewhat in my blood to enjoy it.

    I find the first few minutes of the presentation more nerve wracking as the second I get through that front door I'm working on rapport building.

    Another reason it can be stressful is I will not do my presentation untill I have the person smiling and opening up to me. For those first 10 minutes I walk around their house and just make observations untill I find something I can relate to. Maybe they have something in their home that I have too, and I'll use that to work on rapport.

    THEN I get to the presentation. If I can't sell myself first, and make a great first impression, it only generates that much more resistance come closing time.

    Something I LOVE to do however is not close at all when possible. I'll try to get the person to give me huge buying signals, then I'll open a bit high and usually come down with the price a few grand.

    If I guage that their interest is really high, then I do what I'm sure you guys know as "presumptive closing". I just take out the contract and start filling it out, then I ask them for their name etc etc. Sometimes once they start giving me their information, and it comes to sign I just push the clipboard towards them and won't say a word.

    However that only works on like 1% of the jobs I sell. Most of the time we have to use some really aggressive closing strategies and it all comes down to price.

    So saying I've brought the price down from $10,000 to $7,000 and the person is still showing resistance, I do this.

    I tell the person, "look, even if we were to do this work we don't have any crews available for another 2 weeks, but I might be able to work out a special deal with my boss".

    Client usually gets somewhat interested at this point about what the deal is.

    So I say "can you hold on for a minute I'm going to call my boss?"
    Then I take out my cell in front of them, and call my boss. We have an understanding as we do this technique a lot, and it works great.

    My boss picks up the phone and pretends to be on a job site. I say something like "hey rob, do we have any crews available within the next 2 weeks?"

    He always says no.

    Then I say, "do you know if we're going to have any crews around the area [by the clients home] doing work within the next 2 weeks?"

    He'll reply "hold on let me find out".

    Afterwards he'll come back on the phone and say something like "actually yes we are, in 2 more days we will have a crew working by [then he makes up a location within 15 minutes of the persons home]"

    I say "ok, do you think if we schedule the work in 2 days, just because the crew will ALREADY be out by this home, that we can bring the price down any lower than $7,000".

    At that point my boss will always bring the price down another $500-$1000.

    Now the REASON we have to do this, is when you already brought the price down a couple of times already, by the 3rd time you do it the customer starts to feel like your FOS. We noticed this in the past when we brought the price down a 3rd time w/out good justification, it always ended with the client saying "no".

    I'll say something like "ok, my boss just told me if you contract to do the work in 2 days, because crews will already be out by your home (which is bs) we can bring the price down another $800". Then I clearly explain that we are almost losing money on the job (which is again bs) and THIS is what usually gets their signature.

    If this doesn't work, we have a wealth of other stuff we can still try just to build the perception that the client is getting some unbelievable deal for super cheap.

    Now some people will think this is unethical, and it is, but if you saw what some of our competitors do you'd think we were angels. I work in an industry that is naturally somewhat corrupt (basement waterproofing) due to the huge conflict of interest between running inspections for water leaks, and offering solutions at the same time.

    Because of this, I'd say 70% of waterproofing contractors all are crooked as hell. In fact they just released something on NBC 2 weeks ago about how 5 out of 8 waterproofing companies who went into a home lied about the person having toxic mold when they really did not.

    This is something we NEVER do, but its just the type of industry we work in. Other companies once they get into the home and start doing work, they will lie and say something like "we just found a bigger problem in your basement". Then they'll show them some random crack on the wall and say something like "we need $5000 more dollars to fix this or your walls might collapse".

    Again, we do not lie about problems in the home at all, we will only lie come closing time to build perception of value, and I know tons of legitimate contractors who do this.

    But this guy right here is one of the best salesman I've ever met in my life, and is also one of the most CROOKED POS LIARS I've ever met before.

    He sold something like 1.4 million dollars in basement waterproofing installs in 2011 HIMSELF by basically scamming people and lying about problems in their home.

    He's owned 3 different companies in the last couple of years, and here are some of his reviews:

    Aqua-Dri Basement Waterproofing, Inc. - South Amboy

    All the 5 star reviews are WRITTEN BY HIM. All the bad reviews are REAL JOBS he did (theres only 2-3 on that page but his BBB is jampacked with scammed clients).
    The guy actually had the balls to pretend he was a cop in one of the reviews he wrote, he is a funny mfkr, but so twisted in the head I can't even explain.

    His BBB page rates that company an "F".

    The owners name is Al Demola. He has screwed over so many people in this state and given the industry a HORRIBLE name. But so have other waterproofing companies like vulcan and a ton others.

    Heres his most recent scam on the news: Waterproofing customers still feel soaked | NJ.com

    If you want to talk about a good closer, this guy is on totally different level from any salesmen I've ever met in my life. He is able to sell jobs for $34,000 grand when we'd sell the same size job for around $6,000-$8,000. I have no idea how he does it because even when you straight out lie to people, you got to be doing something insane to close a regular waterproofing job for that much.

    So this should serve as a warning to people (not to hijack the thread) but if you EVER have water coming into your basement, you absolutely MUST get at least 3-4 estimates MINIMUM. Our business has been around for 15 years and I can't even explain some of the stuff I've seen in this industry.

    There ARE honest, down to earth companies, but you really need to do your work to find them. Like the people in that news story only got 1 estimate, turned out to be Al Demola and they have been doing EVERYTHING to get their money back but no luck so far. I have no idea how the guy isn't in jail yet either, because he's been doing this for a good 5 years.

    Anyway, thats a long enough rant for me. You'll definitely find some great closers in this industry, just due to how competitive it is.

    -Red
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  • Profile picture of the author LasseKohau
    One of mine closers;

    What are the obstacles remaining, for not closing the deal today ?

    rgs, Lasse
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    • Profile picture of the author r3000
      Tom Hopkins - The I can get it cheaper close:

      "That may well be true, Jerry. And after all in today's economy, we all want the most for our money. A truth that I have learned over the years is that the cheapest price is not always what we really want. Most people look for three things when making an investment (or purchase).

      1.The finest quality
      2.The best service
      3.The lowest price

      I have never yet found a company that could provide all three-the finest quality and the best service at the lowest price. I'm curious, Jerry, for your long-term happiness, which of those three would you be most willing to give up? Quality? Service? Or, low price?"
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      • Profile picture of the author Stewart Alexander
        What works best for me is following what my Doctor does me whenever I show up with an illness.

        He asks me what's wrong, listens, takes a look and makes recommendations based on his knowledge and expertise.

        He never observes me from a distance and assumes he knows the problem. He takes the time to find out "the truth" and then "recommends" (never tells me), what he thinks is best and finally asks if that's OK with me?

        In the offline consulting world, I find using this consultative approach works gangbusters for me too...

        Once I know what the problem is, e.g. not getting enough traffic to their site, I can prescribe an appropriate solution and simply ask "Where would you like to go from here?" Got that from Ari Galper. Sign up to his newsletter, it's a goldmine.

        That simple one line question, always drills down to the truth of where a prospects' head is at. They always tell me the truth. They don't give me, "Send me more info" lines or any "I wanna get rid of you excuses" of that nature because I already took the time to diagnose their personal situation, make my recommendations and ask them where they'd like to go from that point.

        This of course is not a 100% closing technique, that doesn't exist. The only thing 100% about it is how I feel when using this method... 100% happy. Happy that I'm being 100% truthful to myself and any potential clients I come into contact with.
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  • Profile picture of the author Rearden
    Selling life insurance, I trial close them on my product versus the competition.

    I ask them which they'd prefer -- 99% say mine. Then I ask them what about it do they like the best.

    They tell me why they should buy my product. Basically... I let them close themselves.

    Then I show them the company, then present their 3 program options in the price range they gave me earlier.

    Then I ask, "Who would you like this tax-free benefit to go to upon your passing?"
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  • Profile picture of the author Jon Martin
    I love this thread. Personally, closing has yet to be my strongsuit and I'm not really sure why. I'm hoping to turn that around! I have a follow-up call with a lead tomorrow and I am hoping to make the sale with something simple like this:

    "If we can get payment information settled I can get started on this project by morning. Are you able to pay via check?"

    Is this a good enough closing statement? I'm selling a website re-design. ANY SUGGESTIONS?

    Thanks!
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    "Be the hero of your own movie."
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  • Profile picture of the author Rearden
    Google "assumptive close."

    Change the second sentence to "Would you prefer to pay by check or credit card today?"

    That way you're closing on payment option, not on whether or not he's going to do it.

    But frankly it won't be that big of a deal if you've done all the heavy lifting up front. You know, like establish need, greed, ability/desire to pay, and have a commitment to do business at X price if Y and Z can be shown.

    Truly sales is something that you learn by trial and error. Books, seminars, etc., have their place and are great guides. BUT. Having wild successes, embarrassing failures, and so on will be your opportunity to learn and improve your game.

    Now, for me at least, when I call on someone, I want to know UP-FRONT what their needs and greeds are and what they can afford, and if they have the character to make a commitment if I can come through with a solution that fits both their budget and their reasons-why they'd buy. All in 5 minutes or so. Why pitch without knowing the basics?

    I came to this conclusion after I realized not everyone is a prospect. A solution makes sense for them or it doesn't. I don't play the convincing game anymore. They're either satisfied with their current provider for whatever reason OR they don't have the character or money or intrinsic motivation to make a decision. Either way it's an uphill battle and they are not ready to commit TODAY (but maybe down the line), thus I ain't making money on them.

    Sales really is a numbers game, plain and simple. It's taken me 6 years of believing there's some sort of guru approach or marketing method I've yet to discover that would cure my sales funnel problem; there's way too much emphasis on tangental stuff and not on the fundamentals. Simply because, I think, you can't package "Get off your lazy ass and make X calls or Y drive-bys" in a WSO and sell it.

    I know this is a "closing" thread so I apologize that I've gotten off topic; and it's chalk-full of actionable advice.

    But once you got your prospecting approach nailed down, your presentation solid and relaxed, and your confidence up to ask for the sale on every presentation, focus most of your energy on prospecting like a mofo and keeping your head in the game to continue despite any difficulties you might experience.

    Because... some will, some won't, so what? Next!
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    • Profile picture of the author Jon Martin
      Originally Posted by Rearden View Post

      Not everyone is a prospect.

      Couldn't have said it better myself. As John Durham says, you're not looking for everybody to say yes - you're looking for your ONE GUY. The one who is open to your services and wants a solution. Those are the prospects one should focus on, and people need to get off the phone with the rest as soon as possible -- it'll only waste time.

      Great response, hitting numerous subjects.
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      "Be the hero of your own movie."
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      • Profile picture of the author Rus Sells
        http://www.warriorforum.com/offline-...ng-my-guy.html

        Originally Posted by Alanis Morissette View Post

        Couldn't have said it better myself. As John Durham says, you're not looking for everybody to say yes - you're looking for your ONE GUY. The one who is open to your services and wants a solution. Those are the prospects one should focus on, and people need to get off the phone with the rest as soon as possible -- it'll only waste time.

        Great response, hitting numerous subjects.
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