Okay, I know that this has never happened to anyone reading this. Every customer you speak with,
always says to you,
"that sounds great, let's do this."
Yeah, right?
You have a better chance of finding
a milk bucket under a steer.
It just doesn't work like this in sales.
If you are reading this, you obviously know this.
That is the reason you are taking the steps,
to get better at honing your closing skills.
With that being said, I want to ask you something....
The last time you purchased a cell phone,
with whatever carrier you selected,
did they allow you to haggle with them on the price?
NO!
The price you were given;
is the price.
The last time you went to Lowes or Home Depot,
did they allow you to
"play it fast and loose, for a better price"
of a garbage can?
AGAIN, NO!
How about going out to eat.
Did the restaurant allow you
"to finagle, get the best price."
On that steak you just ordered?
AGAIN, NO!
Do you get a chance to "wheel & deal"
with the plumber,
who just came out to fix the toilet
that flooded your house?
ABSOLUTELY NOT!
You just freakin' paid it.
"This is the price I am charging,
if you don't like it, you can find someone else."
"But, you still owe me for the service call."
Do you see what I am getting at here...
Companies have a listed price, and people pay it.
So why should our line of work be any different?
This is the age old question for people
You had better learn real quick, how to hold onto your gross. It not only benefits your commission check, it benefits the company you are selling for. Here's the kicker though, the customer doesn't give a crap, if you earn a nickel or not. They just want "the best deal." You job is to provide them with the best deal not only for them, but for you and your company.
There are multiple ways to make sure that you are obtaining the highest gross, while having a happy customer.
I am going to share with you one of my personal favorites that works well for me. I want you to absolutely use your head here. Read it multiple times, not just once. Write it down over and over until you have mastered the delivery. Role play with others (preferably your spouse, or someone at your sales office).
Also, take what you have read, and re-write the ways to handle this, to one that fits your particular field of sales.
Do this until you find a way to handle this objection,
so you can deliver it with confidence and competence.
Let's get crakin'
Let's use someone who sells roofing for this exercise.
Roofing Salesperson
Make sure everything you are doing for them is listed out.
Salesperson:
'Mr. and Mrs. Customer, I have great news for you."
"We will take care of everything that you want done to the roof for only $10,398.00"
Important: don't stop here, keep rolling
"Now, this literally takes care of everything for you."
"Renting of the dumpster, taking off the old shingles,
repairing any areas of the roof deck that need done,
as well as adding a drip edge all around."
"Then we will use 40lb felt underlayment over the entire roof, prior to installing those beautiful architectural shingles you like so much."
"This place is going to look great!"
"I'm excited for you guys."
IMPORTANT...
THROW OUT YOUR HAND TO SHAKE THEIRS. WHILE YOU ARE THROWING OUT YOUR HAND, FOLLOW UP THIS...
"I'm sorry this slipped my mind, I forgot to ask you,"
"Do you prefer us starting this for you on
Wednesday morning or on Friday morning?"
"Once again sorry, that just slipped my mind."
THIS IS CRUCIAL, DO NOT SKIP THIS STEP!!
If your customer says Friday, and is shaking your hand,
YOU DID A GREAT PRESENTATION.
Congrats!!!
(This however, is usually not the real world)
Normally what happens is this.....
Customer:
"Wow, that's more than we were expecting to pay."
"IS THAT THE BEST YOU CAN DO?"
I cannot stress this enough, DON'T GET RATTLED.
Remember, they want what you have,
or you would have parted company already.
They are just trying you on for size.
RELAX AND SLOW DOWN.
Deliver this deliberately, and with confidence.
Salesperson:
"Mr. and Mrs. Customer, I want to apologize to the both of you, this is on me."
"Have I offended you guys in any way,
by giving you our best price?"
"The reason I say that, is that
research has shown, that the main thing
people hate most about dealing with salespeople,
is the thought of having to haggle with them."
"Would you agree with that?"
Customer:
Let them answer.. (normally the answer is yes)
Salesperson:
"Instead of marking up our services thousands of dollars,
only to bring them down to a reasonable price
after hours of haggling. Is simply not the way
our company, conducts business."
"The owners believe that the,
"start with a high price, then negotiate down, sales tactic."
Is not only rude, but quite insulting to someone's intelligence."
"Do you?"
Customer:
Let them answer... (normally the answer is yes)
Salesperson:
"I know that it offends me."
"Surveys have shown, that 90% of all people who purchase a product that a company is selling, just want to be dealt with fairly, and get a decent deal."
"What we have found, is that by giving people our best price up front, they respect the thought process behind it."
"It makes their experience with our company an enjoyable one."
"Does that make sense?"
Customer:
Let them answer... (normally the answer is yes)
Salesperson:
"This is why I work with this company."
"The owners want you comfortable, referring us out to your friends and family members."
"That will never happen, unless you're happy with quality of our work, and how you were treated." "Right?"
"This is why we don't approve of those kinds of sales tactics."
"Take care of your customers, and your customers
will always take care of you."
"Treat everyone the way that you would like to be treated."
This is what the owners of our company drive home with everyone who is on the sales staff.
"Am I, making sense here to you."
Customer:
Let them answer...(normally the answer is yes)
THROW OUT YOUR HAND AGAIN
TO SHAKE THIERS
WHILE THEY ARE ANSWERING
Salesperson:
"Again, looking here at the calendar...
I would suggest we get this started for you on
Wednesday Morning, but if needs be, we can start Friday."
"Which one of those days fits best with your schedule?"
"Once again, I am really excited for you guys."
The salesperson needs to go right back to the close.
Without batting an eye.
ASSUME THE CLOSE,
ASSUME THE CLOSE,
ASSUME THE CLOSE.
Now will this work 100% of the time?
NO!
You know this as well as I do.
For me it works about 70% of the time!
That's a percentage I can live with.
By using this approach,
you will have held your price
and defended the pencil.
You did this, in a professional respectful way
without looking and sounding like
someone who's trying to
"pull the wool" over someone's eyes.
If they still need some form of a win,
in the form of a SMALL REDUCTION IN PRICE.
You can give it to them.
Again, I say small, it doesn't have to be huge.
A small amount at this point will suffice,
they will feel vindicated in their cause.
They got what they wanted,
and you got what you wanted.
A sale, without giving up
a huge chunk of the gross,
like I see most salespeople do.
Stop giving away money!!!
Da Bear