CLOSING A SALE

63% of salespersons do not ask for the order. That is 2 out of 3 are simply order takers.
ASK QUESTIONS DO NOT MAKE STATEMENTS
THE PERSON WHO ASKS THE QUESTIONS IS IN A GREATER POSITION OF POWER THAN THE PERSON WHO IS ON THE
DEFENSIVE ANSWERING THEM.
AFTER ASKING A CLOSING QUESTION..

1.

PAUSEWAITWAITWAIT

(He who speaks first.LOSES!!!)

2.

ASK FOR IT/ DIRECT QUESTION CLOSE

Are you happy to take out the policy now?

Shall we go ahead and write up the details?
3.

ALTERNATE CHOICE EITHER/OR CLOSE

Will you be paying by cash or cheque?

Will the policy be as you or your wife beneficiary?
Would you like it in the medium or large size? Green or red?
4.

BOOMERANG CLOSE

Q.
A.

Do you have a __________?

Do you want a __________?

Q.
A.

Do you have an income protection plan?

Is income protection something that is of particular appeal to you?

Q.
A.

Dose Saxby Bridge deal with Fai?

Will you take it if it is a Fai Policy?
OR
Do you particularly want a Fai Policy?

5.

I DONT BELIEVE IT CLOSE

Q.

I dont believe these figures.

I cant see that happening.

A1. If I can prove to your satisfaction that the returns are likely to be what is projected.will
you buy?

Closing A Sales

Tel 0845 430 9224

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A2. Will you buy the policy if it does have that cover?
A3. Will you agree to go ahead with the policy if it does what I said it would do?
6.

ORDER FORM CLOSE

No discussion, just take up your pen and policy document, (watch for negative body
language)
What is your full address?
(Watch for negative body language) If negative back off.Resell the benefits
What postcode is that? (Watch for negative body language)
What is your middle name? (Form of an assumptive close)
Then.
Put your cross here
Put your moniker on this
Scratch on this line
Authorise this for me
Never, never ask for a signature (e.g. SIGN HERE!!!!!)
Remember what your mother told you: DONT SIGN ANYTHING!!!
7.

ILL THINK IT OVER CLOSE

1.
2.

Terrific - Great
You cant make a major decision like this without carefully thinking it over can
you?...NO
And you wouldnt be thinking it over unless you were very interested, would
you?....NO
So that I can assist you in this decision tell me exactly what you are thinking over?
(Lead into process of elimination Close No 14)

3.
4.

8.

NAIL HIS FOOT TO THE FLOOR CLOSE

Is X the only objection?..NO, ALSO Y

Are X and Y The only two objections? NO, ALSO Z.
Are X,Y And Z the only problems? WELL YES
If I can overcome all of these to your satisfaction will you take out the policy today?

Closing A Sales

Tel 0845 430 9224

www.teammassiveresults.com

9.

BENEFIT SUMMARY/BALANCE SHEET CLOSE

(A technique for ditherers)
IN FAVOUR
YOU HELP HIM

AGAINST
YOU DONT HELP

(ON A WHITE BOARD OR ON PAPER)

Well, then it seems like the benefits completely outweigh the disadvantages. Shall we go
ahead then?
10A. THIRD PARTY/SIMILAR SITUATION STATUS MODEL CLOSE
(POSITIVE)
Many prospects like to fell associated with others, particularly those who are of high
standing and have status in the community. The incident you relate must be meaningfully
specific and not a wandering generality and would tell of positive benefits gained by a third
party after agreeing to your mortgage plan/or buying you policy/investment property.
B.
STATUS MODEL CLOSE (NEGATIVE)
(As for 10A only negative results of not buying your product e.g. The property in Chatswood
went up 30,000 and he is sorry he didnt purchase at the time.)
11. I WONT CHANGE CLOSE Similar to
I dont believe the change will benefit me
I have been dealing with X company for 5 years and I cant see any reason to change..
1.
I understand how you feel
2A. Tell me Mr _____, Who/where did you deal with before you went with company X?
2B. What car/house do you have now? What did you own previously? ...
3. And you experienced benefits when you made that change? YES
4. Financial information is increasing at a tremendous rate, and to make progress, change
is necessary. Tell me why deny yourself/company the benefits of change again?
5. Lead into #5 Or any other #
If I can prove that a benefit will come to you by changing to Saxby Bridge will you change?
12A. THE SPECIFIC OBJECTION CLOSE (PROBE)
It maybe The company, Premium, Time
1.
2.
Closing A Sales

I understand how you feel about..

Just to help me in my thinking, could you explain it a little further to me?.....
Tel 0845 430 9224
www.teammassiveresults.com

NOW EITHER OF THREE THINGS HAPPEN

1.
2.
3.

He restates and explains the objections (in which case you are no worse off)
He tries to explain it to himself and it loses its importance
A hidden objection is revealed, which you then deal with

IF THE SPECIFIC OBJECTION STILL STANDS..THEN

12B. SPECIFIC OBJECTION CLOSE (CONT)
Nail his foot to the floor
Is that the only objection you have to purchasing our product? YES
If I can overcome that problem completely to your satisfaction could I get your go ahead
today?.....
13.

TRIAL CLOSE

Have I convinced you to buy or do you want more information..?

(NOTE THIS IS STILL NOT A DIRECT QUESTION. BUT its ANSWER WILL ALLOW YOU TO GET
BACK INTO A CLOSING SITUATION).
I really want more information
So that I can help, what exactly do you want more information on?
ON X AND Y
Are they the only 2 points that are worrying you?.YES
So if I can assist you on these two issues you would be happy to go ahead?
14.

PROCESS OF ELIMINATION CLOSE

The dithering undecided customer who wont give you a reason for not buying.
THIS CLOSE CAN BE USED IN TWO WAYS..
14A. POSITIVE
I feel that there must be something I havent covered...
Are you happy with A ? YES
You are happy with B ? YES
You indicated that X was a good point?
YES
You seem very happy with the policy
What if anything are you unhappy with?

Closing A Sales

Tel 0845 430 9224

www.teammassiveresults.com

In the end the prospect has to admit that everything is OK, or reveal his genuine objection,
which you then deal with.
e.g. Is that the only aspect that you are unhappy with?..YES
If I can satisfy you.will you buy?
14B. NEGATIVE. PROCESS OF ELIMINATION CLOSE
I feel that there must be something I havent covered..
Aare you unhappy with X ? NO
Are you unhappy with Y ? NO
Are you unhappy with Z ? YES
Once you have discovered the objection (Z).. Deal with it.
Is that the only problem you have?
If I can assure you on that point will you go ahead?
OR IF NO OBJECTION
There doesnt seem to be any reason why shouldnt buy this product, is there? Not
really
Well lets get some details down..
15.

ASSUMPTIVE CLOSE

Using WHEN, WHERE, HOW, WHICH.

WHEN do you want to commence the direct debit?
WHICH bank will you be using?
WHEN do you want me to come out to see you wife/husband?
WHERE will the policy be kept?
HOW do you propose to service the mortgage? Monthly?, Half yearly?, Annually?
16.

PROVISIONAL ORDER OR SUBJECT TO CLOSE

As a salesperson at least go away with a provisional order.

SUBJECT TO BOARDS/MANAGERS/PARTNERS APPROVAL.
Well then Ill write it up, subject to wife/partner agreeing and that will satisfy your
requirements wont it? YES
Great..Put a scratch here to show that the policy is subject to..

Closing A Sales

Tel 0845 430 9224

www.teammassiveresults.com

17.

MINOR DETAIL CLOSE

USE MINOR DETAIL POSITIVE CLOSE

Are you happy with the policy?
YES
Premium?
YES
Time?
YES
Payment schedule?
YES
(The more yess the better)
Tell me Mr_________, Are you will to sacrifice all of that all for the sake of_________?
OR
If I can rearrange the payment schedule to you satisfaction would you go ahead?
18.

STEP BY STEP ASSUMPTIVE EITHER/OR CLOSE

Have you decided between monthly and annual payments? Monthly

Beneficiary Would it be your wife or your eldest son?. Wife
Fine, lets get some details down on paper
(ORDER FORM CLOSE).
19.

LOST SALE CLOSE (AS A LAST RESORT)

Im sorry I owe you an apology, if I had done me job right you would be covered and I
would have had you business. But I didnt its my fault, Im sorry. Can you help me so that I
dont make the same mistake with others?
Was it my integrity?. NO
Was it my approach?. NO
Was it our company?. NO
Was it the type of policy?. YES
(LEAD INTO #8)
Is the type of policy your only objections to going ahead?YES
If I can satisfy you on this point you would consider going ahead?
20.

REDUCTION TO THE RIDICULOUS CLOSE

I know that it sounds a lot but you must look at it as an investment over a long period.
When you work it out it only comes to 1.60 per week. Or 20 per staff member.to
safeguard your family.to ensure your business is covered
Now that is a very small price to have that peace of mind isnt it?
What say I arrange.?
Closing A Sales

Tel 0845 430 9224

www.teammassiveresults.com

21.

TIMELY EVENT CLOSE/IMPENDING EVENT CLOSE

If you purchase before June 30 (End of tax year) You will receive tax deductions in
August
No..that particular company will not be offering other tax effective deals after June 30.
This is it Im afraid.
22.

POSSIBILTY OF LOSS CLOSE OR THE LIMITED OFFER CLOSE

The benefit will only be available during this tax year.

When this range is sold out no more of this type will be offered
23.

DOUBLE CLOSE

Use your manager or another consultant to reinforce and to resell the benefits.
I guess you need someone elses opinion.
Ill get my manager who is a specialist in superannuation to have a word with you to make
sure you are completely happy before we go aheadIs that OK with you?
24.
SHOE ON HIS FOOT CLOSE (FOR COMPLAINTS)
USED WHEN THE CUSTOMER HAS A COMPLAINT OR SOMETHING HE WANTS FIXED BEFORE
HE BUYS.
EMPATHISE WITH THE CLIENT
Im sorry that happened..And I can understand how you feel
THEN
A.

What would you like me to do about it? Thats what Ill do

B.

How can we fix it for you?

OK Thats what Ill try to organize for you

C.

What than are you prepared to pay for this Policy/protection?

Good I will research other policies and will come back to you within your guideline, then
we can proceed

Closing A Sales

Tel 0845 430 9224

www.teammassiveresults.com

25.

BUYING SIGNALS

Buyer repeats something you have already stated (i.e. seeking confirmation)
He says something which presupposes ownership.
e.g.
So if I get injured at work, this policy will pay me 500 a week!
Wont my wife be happy that Im covered!
Non-verbal display of ownership (Use your eyes) Very careful examination of the policy
document.
26.

TALKING DOWN KILLER PHRASES DO NOT USE!

Can I help you?

Surely
Obviously
Dont you think
Yes, but
27.

CONTROL THE INTERVIEW BY QUESTIONING

QUESTION FOR NEED

THEN SELL THAT NEED AND NOTHING ELSE!
28.

AFTER SALE FOLLOW THROUGH

AFTER THE POLICY HAS BEEN SIGNED

-

Thank him, he is now you client

Congratulate him, he is now protected.
Tell him what to expect from you.
Tell him who to contact if he has a problem and you are not available.
Show him how to get the best use out of his policy by regular reviews
Ask for referrals, now is a good time
Check his policy delivery.
Make a personal call sometime in the future on a friendly basis.

Closing A Sales

Tel 0845 430 9224

www.teammassiveresults.com