Closing a deal is like going to the dentist for so many people. They become so engulfed in the thought that their customer is going to say no that before they even attempt to close the deal they have psyched themselves out.
The first and most important thing you need to remember is your going to get the word “no”. Now how can you take that word that ever since a child you dreaded to hear and turn it into a positive. It's really not that hard, it's the power of controlling your thought process.
Knowledge is key – Focus on your presentation. What I mean by that is to be highly versed in your product or service. If your prospect does have any questions you can shoot right back with an answer. If for some reason you don't know the answer simply tell them you'll find out for them. Don't throw out an answer that your guessing is right because it can trash your credibility.
While talking about your program talk to them in a way that they feel like their a part of it already. A good example is “you'll love how the back office is set up, when you sign you in ill shoe you the favorite tool I use”. This is actually going to give them a sense of ownership before they have even bought.
Another thing that is huge if you are physically in front of them is how your body language speaks to them. If your talking about a benefit of the product or program that you love nod your head in the yes motion and say something like “this is an awesome set up isn't it?” 9 times out of ten you'll look back at them and they'll be nodding too.
Body language is a key component that can make or break a sale. If you are passionate about what your selling it is going to show in every aspect. If you look relaxed it is going to relax your prospect. If you look like you have an ultimate wedgie (all stressed out) then your going to transfer that right to your customer.
Your verbiage is key when closing a sale. The 2 kinds of questions that you are going use are open ended and close ended.
Open Ended Questions: the Where, What, and How
It’s easy to think you’ve asked an open ended question when, in reality, you haven’t. And you don’t fully realize it until you get a flat “no” response back. For example, this may feel like an open ended question: “Is there more I can do to answer your questions?” You may be expecting your prospect to generously respond with a list of questions, when instead they just as easily respond with, “No, thank you.” Generally, open ended questions are the “where,” “what,” “why,” and “how” questions.
Here are some examples of open ended questions…
- How are things going for your business these days?
- How have things been going so far this year?
- What kind of changes are you seeing in 2014 compared to 2013?
- Where would you like to see your sales, operations, marketing, etc. results be in the next 3 months?
- Where is your current program failing to meet you needs?
- What do you perceive will be the biggest challenge for your business this year?
- What are you sales goals for this month, quarter, year?
- In your ideal scenario, what would you like to see happen?
- What sorts of challenges are you facing?
Closed Ended Questions: Start with the Verb
Asking closed ended questions – those that elicit a “yes,” “no,” or short answer response – is a great way to get a precise answer from your prospect. An example is, “Are you still in the market?” or “May I send you a proposal today?” In general, closed ended questions begin with a verb, such as “are,” “did,” “will,” or “won’t,” “didn’t,” “aren’t,” etc.
Here Are Some Examples of Closed Ended Sales Questions
- Is this the kind of product you’re looking for?
- Are you considering purchasing in the next two months?
- Are you evaluating different vendors right now?
- Does this make sense?
- Is this a good time to talk?
- Are you aware of the promotion we have going right now?
- Who else needs to be involved with making this decision?
- Would you like to give this a try?
- Which option would you like to proceed with?
I was reading something from world renowned motivational speaker and author Brian Tracy and here are a few things I learned from him…
Solicit More Specific Answers
You can use closed ended questions to get more specific answers. “Will you be making a decision within the next two months?” “Are you considering changing your suppliers for this product?” “Is this the sort of thing you are looking for?”
Ask Them To Take A Position
A closed ended question forces the prospect to take a position. “Do you like what I’ve shown you?” “Does this make sense to you, so far?” “Would you like to get started on this right away?” You use this type of question when you want to get clear answers and bring the sales conversation to a close.
When A “No” Means A “Yes”
The third type of question is a variation on the first two and is called the “negative answer” question. This is when a “no” means a “yes” to your proposition. “Are you happy with your existing supplier?” If the customer says “no” it means that they are interested in considering a new supplier. “Are you getting the kind of results that you expected?” If the customer says “no”, it means that the customer is open to considering your product or service as an alternative.
Here are two things you can do immediately to put these ideas into action.
First, begin closed-ended questions with verbs. Whenever you want the customer to be more specific or to take a definite stand on your product or service.
Second, ask closed-ended questions in a warm, friendly, curious tone of voice. Always be courteous, caring and concerned. Never use pressure or manipulation.
It’s important to use common sense when talking to your sales prospects and learning about their needs, just as it’s equally important to be natural in your conversation. However, spending some time to practice asking both open ended and closed questions, even through role-play with colleagues, is a great way to ensure you have a productive conversation and can build a successful relationship with your prospect.
This may sound pretty balsy but a great closing technique is to start filling out the sign up form and asking questions like “what do you want your login to be”? You definitely need to make sure you have a good rapport with your customer.
I most definitely would make the transaction as seamless as possible so I would fill out the form for them (if your in front of them). Another great idea is to give them access to screen recordings of the back office that you actually produced. That shows them that you care about your customers and your passionate about what your doing.
When you get an objection don't freak out, it's going to happen. It's all about how you act after a “no” and then react to their objection. Your goal is to have your prospects best interest in mind first and foremost, come prepared with your confidence intact and bring them onboard with your idea/product. If you do the above ideas and implement a few of your own strategies you will have the word “no” fearing you.