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Customer-care Close

 

Disciplines > Sales > Closing techniques > Customer-care Close

Technique | How it works | See also

 

Technique

After a meeting that does not result in a close, call up the customer as the Customer Service Manager. Explain that it is a normal follow-up call to check the quality and customer-orientation of the sales staff.

Ask about the appearance, courtesy and knowledge levels of the sales person. This, in itself, is highly valuable information.

Then ask for reasons why they did not buy. This gives you objection information you can then address. For example, you can say that because they have been so helpful, you (as the manager) can offer an extra discount.

Examples

Hello, Mr. X. I'm the Customer Service Manager at XYZ. I believe you spoke with one of our sales representatives on Monday? We have a strong customer service policy in the company and regularly check to ensure we are helping you at every step of the way. Could you take a couple of minutes to help answer a few questions?

 

Mr. X, I can understand why it seemed expensive. Well, as you have been so helpful, I can offer you an extra discount today.

 

How it works

The Customer-care Close shows that you care about the person, building trust and creating a bond between the customer and the Service Manager. It also gives you information that you can use to both improve your sales technique and also handle objections in this sale.

See also

Scarcity principle, Bonding principle, Objection-handling techniques

Books on Sales Closing

**** Tom Hopkins, Sales Closing for Dummies, For Dummies, 1998  **** Zig Ziglar, Zig Ziglar's Secrets of Closing the Sale, Berkley Publishing, 1985  *** Stephan Schiffman, Closing Techniques: (That Really Work!), Adams Media, 1999  **** Stephan Schiffman, Getting to 'Closed': A Proven Program to Accelerate the Sales Cycle and Increase Commissions, Dearborn Trade Publishing, 2002  *** Joe Girard, Robert L. Shook, Robert Casemore, How to Close Every Sale, Warner books, 2002 ** Gary Karass, Negotiate to close: How to make more successful deals, Fireside, 1987

 

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