Ok, you have made a best friend in an hour.
You have amazing rapport with this person.
In your mind, the sale is going down.
You have already PRE-SPENT the commission.
You are about ready to ring the sales bell,
then WHAMMO, your new best friend has been waiting
to throw this curve ball at you.
This customer can smell
that you need the commission.
In one moment,
your COMMISSION BREATH started to show,
and the customer can smell it.
It smells like crap on you,
however, it smells like a freshly baked cinnamon roll
to the customer, and this guy is about ready to take a bite.
And when I mean a bite, I mean a real one.
In his mind, the tide is turning in his direction,
and he wants to ride that wave all the way into the shore.
And he wants you to pay for that ride.
Those of us who have been in sales for more than 5 minutes, have all run into this. If you watch how a Master Closer will handle this, most of you will be stunned. The Master Closer will immediately diffuse this situation, shut it down, then will simply move on toward the close. There is finesse that needs to take place when handling this, so I want you to pay attention here.
The main thing that you need to make sure of is this...
Do not lose your composure,
if you do, you might as well be working for free.
Do you want to know how to handle this?
Yeah, I thought you might,
For this example let's use
Joe Master Closer
Roofing Salesperson
(BTW this can be used with any sales situation)
Let's set the stage, Joe is in the house presenting the numbers
Salesperson:
"Ok, Mr. and Mrs. Customer, I've got great news for you guys...
We are going to be able to get everything
you want done to the house.
The New roof with the Architectural shingles
Synthetic Underlayment
Drip Edging
Ridge Venting
Dumpster Rental
Everything you guys want to have done,
for only $11,989.00
Oh, I almost forgot....
When would you like for us to get started on this for you, does the first part of next week work, like Monday thru Wednesday, or would later in the week work like Wednesday thru Friday?"
Customer:
"Joe, you seem like a nice enough guy,
but nearly $12,000.00 for a roof, that's a bunch of money.
Seriously, is that the best you can do?"
Note: at this point the customer
is experiencing one of 2 things.
Either he is fishing for a better deal
or his level of certainty is not there yet.
At this point Joe needs to remember
all his training.
Agree / acknowledge / diffuse
Salesperson:
"I understand, and if I were sitting where you are sitting right now I would be asking the very same question.
Do you mind if I ask you something?"
Customer:
"No."
Salesperson:
"When you are saying that the $12,000.00 is too much money, and is the best I can do, would you mind being more direct with me, as to why you think that price is too much?"
Customer:
"I just think that it is too much money for a roof,
so what are you going to do to help us take care of this,
so we can get this done?"
Salesperson:
"Mr. and Mrs. Customer, I am glad that you asked that.
You see here at our company we practice market based pricing. Research has shown that over 90% of all people absolutely hate the idea of haggling with a salesperson over price.
Is that true with you?"
Customer:
"Completely true."
Salesperson:
"What this survey uncovered was that customers just simply want to get the very best deal that a company can offer upfront, and not to have to waste precious time to get that price.
Is that how you feel?"
Customer:
"C'mon, of course it is."
Salesperson:
"I wasn't trying to be disrespectful,
we actually agree with you 100%.
We have very expensive market research tools that actually take care of the pricing for us. So we as salespeople, can give our customers a product that is typically priced 85% to where the current market pricing sits.
This not only allows to give our customers the very best pricing,
but the very best service as well.
Mr. and Mrs. Customer, not only are we great at our pricing,
we are truly amazing in all of the vitally crucial areas,
that are of paramount importance to you and your family.
This has made my job so much easier,
no more haggling, thank goodness.
I now can personally rest assured that I am giving the very best, in both price and service for my customers, which is by far, the most important thing for me.
Make sense to you guys?"
Customer:
"Actually it does."
Salesperson:
"Guys, I'm going to show you,
just how easy it is to do business with us.
Oh, almost forgot,
what day of the week is going to work the best for you guys."
Note: Joe immediately launches his hand to
Mr. and Mrs. Customer.
This is crucial!!!!
There must be transfer of emotion here.
He has answered the question and is moving on.
HE DOES NOT DWELL ON THIS ANY LONGER.
Joe is now diverting Mr. Customer's
attention onto something else.
DO NOT FORGET TO DO THIS
Customer:
"Thursdays typically work the best for us,
how long is this going to take?"
Salesperson:
"Normally this is a two day job, can we place the dumpster in the driveway next to the house?
Or would you prefer it somewhere else?"
Customer:
"In the driveway is ok, your team will clean up everything right?"
Salesperson:
"We always do.
One more thing...
Do we need to inform your neighbors of the work being done,
or will you let them know yourself"
Customer:
"No, we will let them know."
Salesperson:
"Great,
I am honored to be taking care of this for you guys."
BABAMM
BABAMM
BABAMM
This is what true MASTER CLOSERS DO.
They answer the question,
then go right back to the close.
They will never dwell on the question,
they answer it, and move on.
This style of close can be used anywhere.
It works amazingly well,
especially in Home Improvement Sales.
So use it!!!!
I want you to ponder this
Far too many times, salespeople keep giving
one justification after another for whatever
pricing they are presenting to their customer.
By doing so, an unnecessary can of worms
was just opened.
This often times creates an objection with the customer that they hadn't even thought about,
until the salesperson got diarrhea of the mouth.
The Salesperson ended up blowing the deal,
by talking too much.
If there is even one scintilla or small trace of doubt with the customer, it will linger in the customer's mind. It will show the customer that the salesperson isn't confident, or worse, even embarrassed by the pricing.
And the deal just got up, and walked away.
Remember, perception is always reality in sales.
Have you ever been guilty of doing this?
Think about it.
Always Answer the question,
then go back to where you are in the deal.
If your answer didn't take care of the question entirely for the customer, trust me they will let you know.
As I always say...
Will this work 100% of the time.
NO.
It works for me however,
70% of the time.
I have the checks to prove it.
Practice this and it will absolutely change your paycheck.
Your spouse will be glad you did.
Da Bear