The final habit that great closers employ to their advantage is the ‘wrap up.’
The ‘wrap up’ occurs after the “Thank you” (Habit #6). It is there that the nitty gritty details are discussed and the sale is completed. It is not a particularly glamorous part of closing but it is vitally important because little things, if ignored, can throw a wrench into the works. Good closers proactively take steps to avoid any nasty surprises that could cancel the deal or impact customer satisfaction down the line.
At this stage of the sale everyone is happy. You are happy because you closed the deal and the client is happy that the decision has been made. This is the perfect moment to quickly wrap up, handle the details and finish the call. There are four things that should occur:
Step #1: Explain what happens next
Here is where you outline what will occur next relative to getting the sale completed. Be thorough. For example,
“Okay Tracie, I’ll process that order now and it’ll be shipped out _____ (tonight, tomorrow, whenever…) by UPS Ground and you’ll get it by _______ at the latest. I’ll send you the tracking number by e-mail the moment the delivery is processed.”
It’s nothing elaborate and special, is it? But it covers all the bases. Your ‘next steps’ might be a little more complex. Whatever. Be sure to detail it. And another thing: even if you have processed similar sales to this one with the same client, continue to provide the details. (NOTE: ideally, you should go over the order/sale details; line by line. Not all clients want this and will tell you. And of course, some orders might include multiple lines of product which makes the task rather onerous. But where possible, review the details of the sale. It shows you listened and understood. It shows that you are a detailed individual.)
If you’re out of stock, if the client has missed the shipping deadline for today, if there’s ANYTHING that will impact the processing of the sale, NOW is the time to reveal it. Goodwill is stronger at this point than any other time. Consequently, the client is more forgiving and accepting. In short, practice full disclosure.
Step #2 Get Payment
Like duh! Don’t forget this step. After you’ve given the client the ‘what’s next’ summary, conclude by giving the client the total price of the product or service. You can include taxes if you want or you can say “plus taxes.” Some people argue that there is a risk at this stage; that the client might shy away from the sale if they hear the total price; sticker shock or whatever. I disagree. Better to ‘surprise’ the client now then when they get the invoice. If they are surprised ‘after the fact’ they tend to get resentful. Some will think you hoodwinked them. Don’t risk it. Again, practice full disclosure.
“All we need now is to wrap up the payment. How would you like to proceed?”
“ The only thing left to do Mark is tackle the payment. How will you be handling this?”
“Eva, to get us started I’ll simply need a deposit of 30% on the total price. That comes to $700. How would you like to handle that?”
“Jenna, the way our billing works is this …”
Step #3: Add on Sell (if applicable)
The real difference between a good closer and a GREAT closer is the ability to leverage the moment further and increase the value of a sale through a cross sell or an up sell.
Mediocre closers are so glad they got a sale that they say no more. What they don’t realize is that the client is in a positive frame of mind. Receptive. The major decision of buying is already completed. In effect, the wallet is open. Great closers know that it is easier for a client to say yes to an item that complements the original purchase or that provides greater value. Of course, not all products or services lend themselves to an Add On. Smart closers know this and utilize this step only when appropriate.
The trick to a good add on is to make the suggestion sound casual and easy. This eliminates any sense of pressure or hype. You do this by using trigger phrases like this,
“Oh, Steve, before we wrap up, did you know you get a price break of 15% if you order 5 or more? You’re only two items away… would you like me to add those on?”
“Maria, I see that your order comes to $465.85. Did you know you can get free shipping with orders of $500 or more. Is there anything else you might like to add?”
“Gordon, before I enter this, do you need any sleeves or socks for those devices …just so you’re not caught short?”
“By the way Chantal, how does your stock look for test strips? You haven’t order in awhile and it might save you some time and hassle to order now.”
Notice that these offers are consultative in nature and benefit oriented. Good closers know that clients don’t see the effort as ‘salesy’ but rather as value added. So they don’t hesitate to ask. The worst a client can say is no but good closers are well aware that about 25% of buyers say yes. Good odds.
Step #4: Say “Anything else?” and Good-Bye
Effective telephone closers ask one more question: “Anything else?” The vast majority of the time, there is nothing else. But they ask because it is a quick way to conclude the call and not draw out the conversation. There’s nothing worse than strained, awkwardly polite chit-chat where overly grateful sales rep sputters niceties. Meanwhile the client is anxious to get of the line.
Look, if there’s nothing else, simply say, “Great, look forward to speaking to you again. Good bye.”
The final habit is a tidy habit. It cleanly completes the sale. It nips any potential problems in the bud. It paves the way for future sales.