Closing Techniques for the Telemarketing Pro

Why We Need to Close

Selling without closing is nothing more than conversation. We can make a great presentation and even handle the toughest objections, but if we can’t, or are unwilling, or are unable to get the order, there isn’t any sale. A recent survey showed that conversationalists who don’t close are actually paving the way for the next salesperson and making his or her job easier.

Why Closing Over the Phone is Different

Many of the techniques used in person to person selling and even over the phone two or three years ago have become dated because of overuse. Closes like “Do you want 5 or ten?” or “Will this be delivered to your home or office?” are so familiar that both the salesperson and the prospect or client know that it is decision making time. Then they both start to get sense. In addition, phone selling requires a lot more emotion than person to person selling. Yes, they need the common sense facts and figures and logic to back up their decision. But the decision making process is pure emotion.

When to Close

After we complete our presentation, the prospect or client should be closed after each question or objection has been handled. If we only answer and shut up, it’s the other person’s turn to talk and all we have is conversation. The technique to use is called “confirming questions.” It can be in the form of “assumptive tie downs” and “trial closes.” Since these only ask for an opinion, they are much less threatening than actual closing questions that demand definite decisions.

After answering a question or handling an objection, we might ask: “Sounds better all the time, doesn’t it?” or “That’s pretty neat, isn’t it?” or “I’ll bet you’d enjoy that, wouldn’t you?” When customers give us an affirmative answer, we assume the sale and finalize the details. We do not ask for the order because we just got it.

Trial Closes

Another way to get a customer’s opinion would be to ask: “Do you feel better about that now?” or “How does that sound to you?” or “Based on what we’ve discussed so far, how does this look?” Notice that these questions use one of the senses: sight, sound or touch. This can be critical since senses are emotional and the buying decision is pure emotion.

How to Avoid High Pressure

The true definition of high pressure is layering one close after another one. We are asking the mind to do something that it can’t rationalize, and that’s admitting what we asked it to do was wrong. After receiving a no answer, always give some additional information before asking again for the order. By doing this, the mind can justify making a new decision based on this new information.

Don’t Give Up

By asking one more time for the order than we do now, we will improve our closing ratio by 20 percent. By asking three more times than we do now, we will increase it by 50 percent. How would that feel? At least 50 percent better!