Change of Perspective
Types of Closes
Many rookie reps think of a close as a built up question that deserves a final answer. A close can be any statement or proposition that gets a customer to move towards a buying position. A soft close can be as simple as asking a question like: 'Where do you see the most pests in the home?' or 'What pests bother you the most -- do you hate spiders or ants more?'. Medium closes are also often in the form of questions, like: 'Is tomorrow morning or afternoon better for you?' or 'Do you want the Quarterly or Bi-Monthly plan?'. Hard closes are more like statements that assume the sale: 'Let me get your name and address and we'll get you going tomorrow' -- I usually accompany this with handing the customer the iPad to start filling out the info. Your sales will usually be filled with a combination of all of the above.
Ask for Followup Information
Every objection you receive from a customer deserves a followup question to find out more information. Your goal in closing is NOT always to get a "Yes" or "No". Its often to get a "why" or a "why not?". This allows you to identify quickly what is important to your prospects so that you can tailor your pitch to the actual items that will make them interested. Here are a few examples of followup questions to common concerns:
- I already have another pest control company. What do you like about your current company? What do you wish they did different? What would it take to get you to switch? What's important to you as a customer?
- I do my own pest control. Why do you do your own pest control? How much time do you spend treating your home? Have you ever run into a pest problem that you had trouble treating?
- I'm not interested. Is that because you already have another company or because you are worried about a big upfront cost?
The Sales Cycle
Typical sales for me always followed the same pattern:
- Give a little pitch / information
- listen respectfully for an objection -- SMILE
- ask a followup question
- provide a little more information, and then close again, etc...
Great sales reps close often and early. They use closes to learn more about customers and identify hot buttons and concerns. Sales reps who are able to confidently work through objections show the customer that they are confident and professionals worthy of respect and ultimately their business. Get out there and make it happen!