Pssc module 2 professional client meetings a1. Workshop PSSC Module 2: Professional Client Meetings
WELCOME!
WORKSHOP:
PSSC MODULE 2
PROFESSIONAL CLIENT MEETINGS
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2. Workshop PSSC Module 2: Professional Client Meetings
AGENDA DAY 1
Warm-Up: Any successes since the last training?
Meet the Decision Maker only!
Professional F2F Sales Discussions
IPE Questioning Techniques
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3. Workshop PSSC Module 2: Professional Client Meetings
AGENDA DAY 2
Professional Handling of Objections
Professional Closing Techniques
Personal Action Plan
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4. Workshop PSSC Module 2: Professional Client Meetings
PRACTICAL INFORMATION
Breaks
Mobile Phones…
Coffee
Smoking?
Lunch
Timing
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5. Workshop PSSC Module 2: Professional Client Meetings
GOAL OF THIS TRAINING WORKSHOP
Master professionally sales conversations with your clients
Master the handling of objections
Close professionally every meeting and get what you want
„The winner has a plan, the loser has an explanation“
(Gunde Svan, Swedish Olympic and ©Copy rights and property by M.O.S.E.
WC gold medal winner in cross country skiing)
6. Workshop PSSC Module 2: Professional Client Meetings
WORKSHOP
SUBJECT 1:
WARM-UP: WHAT HAPPENED SINCE THE LAST
TRAINING WORKSHOP? SUCCESSES?
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7. Workshop PSSC Module 2: Professional Client Meetings
WARM-UP
What did happen since the last Training Session?
Tell us about your successes!
Use the work form in tab 2 for your personal notes
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8. Workshop PSSC Module 2: Professional Client Meetings
WORKSHOP
SUBJECT 2:
ONLY MEET DECISION MAKERS!
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9. Workshop PSSC Module 2: Professional Client Meetings
PREPARATION OF A MEETING
New client
What do I have to know and why?
Where do I find this information?
What is my goal?
My USP’s? My referrals?
What is my goal? What is the next step?
Existing client
What was the turnover in the past 3 years?
Status of running projects?
What is the potential with this customer?
How does my meeting agenda look like?
What do I present?
What is my goal? No goal, no visit…!
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10. Workshop PSSC Module 2: Professional Client Meetings
PREPARATION IN GENERAL
Who is in the DMU, who is the decision
maker?
What attitude does the DM have?
Friend of KWS?
Enemy?
Coach?
Gate Keeper?
Indifferent?
User
Etc.
What are the decision taking rules and
processes?
Etc. ©Copy rights and property by M.O.S.E.
11. Workshop PSSC Module 2: Professional Client Meetings
DMU ANALYSIS: 3RD DIMENSION RELATION NETWORK
Peter Miller
CEO
Bob Gep
Purch. Dir.
Jeff Blue
Mgr. R&D
Wilma Smith
Controlling
Marc Weir
VP Sales
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7/7
12. Workshop PSSC Module 2: Professional Client Meetings
CONTACT LEVEL ADAPT ATTITUDE & BEHAVIOR!
How do they perceive us?
Top Trustful Advisor
Manage- Consultant
ment Expert
Strategy, Profit
Middle Problem solver
Management
Organization Reliable
Action Plans Supplier
Targets, Goals
Distri-
Performing Level butor
Production
Logistic
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13. Workshop PSSC Module 2: Professional Client Meetings
3 TYPES OF DECISION MAKERS 3 TYPES OF UBN’S
UNIQUE BUYING NEEDS
Worker Buyer Top Manager, Owner
Profit
Price
Output
Output
Handling Growth
Image
Packaging
Design
Materiel EBIT
Budget
Tools ROI
Quality
Machines Reliability
Stock
Functionality Consultancy
Delivery time
Etc. Service
Purchase routines
Warranty
Etc.
Costs
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14. Workshop PSSC Module 2: Professional Client Meetings
YOUNG, OLD DM. ANY DIFFERENT APPROACH?
No different approach!
Focus on their individual Unique Buying Needs.
Use a proper attitude & behavior which they
expect from you, e.g.:
Cloth
Language
Added values!
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15. Workshop PSSC Module 2: Professional Client Meetings
DMU ANALYSIS:
EXAMPLE HOW THEY DO IN KEY ACCOUNT MANAGEMENT
Decission Level of decision Focus Personal Personal Influence
maker competence on: opinion decision
criteria
Name, job title, Role: D = Decision M G = Growth 5 = Ambassador 3 most Strong
function: U = User P= 4 = Likes us important:
W = Watch Dog Problem 3 = Neutral Weak
C = Coach C = Costs 2 = Does not care
O = Other N = Neutral 1 = Opposition Neutral
M = Margin
Peter Haenem, Market share,
W G 3 Prestige, Costs
CEO
Jeff Blokker, Delivery
D P 5 conditions
Director
Price, Discounts
Purchase
Jan Hema, Quality,
C C 1 Material,
Head
Delivery time
Construct.
Wilma Dixon, Cash Flow,
O N 2 Purchase
Controlling
contracts
Ed ©Copy rights and property by M.O.S.E. Turnover, EBIT.
16. Workshop PSSC Module 2: Professional Client Meetings
TALKING IS SILVER, LISTENING IS GOLD!
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17. Workshop PSSC Module 2: Professional Client Meetings
IT’S ALL ABOUT THE DECISION MAKER
Take a recent buying client.
Choose a potato you want to sell.
Describe in the group, per decision maker and/or DMU, Unique Buying Needs
of this client.
Use the work form in register 2
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18. Workshop PSSC Module 2: Professional Client Meetings
WORKSHOP
SUBJECT 3:
IPE QUESTION TECHNIQUE NEED ANALYSIS
AND NEED CREATION
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19. Workshop PSSC Module 2: Professional Client Meetings
SALES MEETING F2F: FLOW
Introduce myself
Need Analysis:
Ask Open Questions!
My GOAL doing business!
Create Needs
Summary & Conclusion
Suggest the next step:
Proposal Meeting (of different)
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20. Workshop PSSC Module 2: Professional Client Meetings
INTRODUCE YOURSELF AND KWS:
My name is ABC, I am Sales manager at
KWS
I sent you some information about
KWS… do you have any question about
our organization?
“No”. Go then ahead with asking
open questions.
“Yes, I don’t exactly know KWS…”
Introduce KWS, max. 1 minute
(unless he wants to know more
details).
Ideally present KWS with
PowerPoint:
3 – 5 slides max.
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21. Workshop PSSC Module 2: Professional Client Meetings
NEEDS ANALYSIS: YOU JUST KNOW WHAT THEY NEED AFTER
YOU HAVE ASKED IT!
Important: “the one who asks questions,
leads the discussion!”
A good opening question might be (e.g.):
May I ask you… what are your needs
regarding growing potatoes?
Ask well prepared open questions, e.g.:
What are your possibilities on the local market?
What is important for you when it comes to
harvesting?
How important is “early to the market” for you?
What could the previous seed supplier in prove;
in service, product, etc.?
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22. Workshop PSSC Module 2: Professional Client Meetings
CREATE NEEDS: YOUR ARE AN EXPERT, BUILD-UP TRUST
Based on what the prospect said, create
needs.
By that you give evidence that you are an
expert, you have understood him
correctly.
One (or more) question(s) followed by a
professional statement/fact, e.g.:
“A later harvest results in lower prices, right?”
“Our EVEREST is an early type, that will create
better profit for you!”
“Not good that your clients complain about the
storability. On losses we are not interested, of
course?” “RAMOS will solve that problem.”
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23. Workshop PSSC Module 2: Professional Client Meetings
FOLLOW YOUR GOAL: SUMMARY & CONCLUSION, E.G.…
“Ok then, RAMOS will solve a lot of problems
and increases in the end your profit.”
“Plus that you will become a major supplier for
the local fries plants.
“I have a solution for you, but need to bring it
on paper…”
“Are you interested in a proposal from me,
how I could solve your problems?”
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24. Workshop PSSC Module 2: Professional Client Meetings
THE NEXT STEP: MAKE A SUGGESTION
Depending on the situation and the sort of he
meeting (e.g. prospect, existing client,
project meeting etc.) you have to propose
the next step, e.g.:
Proposal Meeting
Sending a quote
Another meeting to make presentations
Etc.
Proposal Meeting:
One or two weeks later,
Present your solution and added values
your client will accept
Agree with the Decision Maker
immediately on a date.
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25. Workshop PSSC Module 2: Professional Client Meetings
YOU LEAD THE DISCUSSION BY ASKING QUESTIONS
Take a recent buying client.
Choose a potato you want to sell.
Describe in the group a number of open questions for
- Need Analysis
- Needs creation
Use the work form in register 2
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26. Workshop PSSC Module 2: Professional Client Meetings
WORKSHOP
SUBJECT 3:
IPE QUESTION TECHNIQUE: THE SUPPORT OF
NEED ANALYSIS AND NEED CREATION
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27. Workshop PSSC Module 2: Professional Client Meetings
PROFESSIONAL & PRO-ACTIVE SALES-MEETING
Welcome, Information Analyze Create Conclusion
Introduction Phase Needs Needs! & Closing:
The Next Step
Chance for Business
Test Closing
Buying signals
Objections
Part Acceptation
Flow of the professional Sales Discussion
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28. Workshop PSSC Module 2: Professional Client Meetings
THE PHASES OF A MEETING
The meeting should in its structure focus on Your goals:
The needs, UBN ( Unique Buying Needs) or the KEY
Buying Factors of the customer
A gradual acceptation by the client
Lead the meeting in such a way that it agrees with your
intentions!
A. Goal of the meeting
What is the main goal of the meeting?
Which goals you want to have reached before leaving the
meeting?
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29. Workshop PSSC Module 2: Professional Client Meetings
THE PHASES OF A MEETING
B. Contact phase
This is the part of the meeting where you create confidence and
the further progress of the meeting
Introduction and eventually what happened since the last
meeting status?
State the reason why you got in contact with the client
How much time you need to present your product/service
How about the meeting agenda? Have one, that is
professional!
Etc.
AVOID a too long social talk! The client might take over…
You don’t want that he is leading the discussion!
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30. Workshop PSSC Module 2: Professional Client Meetings
THE PHASES OF A MEETING
C. Information phase
This is the part where you gather information you could not
acquire before, but needed to present your solution
New client: make a short presentation about your company
Ask for permission to ask specific questions: E.g. “… may I
ask you, what is the turnover of XXX…?”
Decision process/DMU?
What are the Key Buying Factors?
Which knowhow can we offer?
Which challenges and needs does the customer have?
Create needs before you present your solution!
Etc.
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31. Workshop PSSC Module 2: Professional Client Meetings
THE PHASES OF A MEETING
D. Argumentation phase
In this phase you present your solution and added values of your
products and/or services
Use FFBE as an argumentation tool
Your solution has to be of value for the client, he must be
convinced that he gets a solution covering his needs
WIIFM (what’s in it for me??)
Focus on advantages, added values for the customer
instead of “technical details”!
Show him the profit based on the advantages he gets!
Etc.
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32. Workshop PSSC Module 2: Professional Client Meetings
THE PHASES OF A MEETING
E. Closing phase
In this phase you close for the deal and/or you define the
next step
Does the client give buying signals and/or part
acceptation signals; make a test close!
Do not forget to always make a summary before you
close
To close you could also make a suggestion for a next step
Who is responsible for the next step if more persons are
involved?
Is there something to be organized for the next meeting?
Etc.
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33. Workshop PSSC Module 2: Professional Client Meetings
GENERAL TYPES OF QUESTIONS
Open questions:
Informative, Initiative and “Bridge Building” between client
and Sales Engineer
Closed questions:
Are questions who only can be answered by a yes or a no
Acceptation questions:
Ask the client whether he agrees to the benefits, or if he
accepts the advantage, or if he also wants to improve
systems, save money etc. These are important to close!!
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34. Workshop PSSC Module 2: Professional Client Meetings
NEED ANALYSIS: IPE QUESTIONING TECHNIQUE
I = Information
Information questions with the goal to learn about
important facts which we do not yet know, but need
to know in order to build up our argumentation
around the solution and added values
P = Pain
Questions who generate “head ache”, or “tooth
pain”!. Goal: analyze needs!
E = Earnings
Questions who convince the client to agree on
benefits and advantages and that he confirms part
acceptations. Goal: create needs!!
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35. Workshop PSSC Module 2: Professional Client Meetings
IPE QUESTIONS: INFORMATION
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36. Workshop PSSC Module 2: Professional Client Meetings
IPE QUESTIONS: PAIN “HEADACHE”
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37. Workshop PSSC Module 2: Professional Client Meetings
IPE QUESTIONS: EARNINGS “I WANT TO HAVE THIS!”
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38. Workshop PSSC Module 2: Professional Client Meetings
IPE QUESTIONS, AN EXAMPLE
You, the Earning
Information Pain
Salesperson:
Questions Questions Questions
Proactive Selling
- May I ask you… Ok, I have a great
Do I see it right…
how big is the solution for you
this means a profit
Product: harvest damage
loss of which will save
with the present
approximately, if I you money
sort?
LABADIA see that right… and increase
- Low storability: Of 50 – 75.000 p.a.? profit. Would that
a problem for your Can you afford be interesting for
clients ? this? you?
“Quite unwelcome, I Well, that sounds
The Client “…yes, that’s right. It
must say. 50.000!”
is a pity that we have indeed
answers interesting…! Tell
“Yes, we even lost to lose all that
some…” money… and time!” me more, please.
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39. Workshop PSSC Module 2: Professional Client Meetings
IPE QUESTIONING TECHNIQUE
I = Information What do you expect from Obtain
question a professional supplier? information
P = Pain What would you do with
(“headache”) money saved when using Need analysis
question our solution?
Do I see it right, you could
E = Earnings save even 10.000 in 3
(my profit) months when using our Need creation
question products?
His conviction his decision
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40. Workshop PSSC Module 2: Professional Client Meetings
IPE QUESTIONING TECHNIQUE
Work out in groups the following:
- Describe typical IPE questions: Choose a product, and/or service
Use the work form in tab 2
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41. Workshop PSSC Module 2: Professional Client Meetings
WORKSHOP
SUBJECT 4:
PROFESSIONAL OBJECTION HANDLING
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42. Workshop PSSC Module 2: Professional Client Meetings
OBJECTIONS: THREAT OR CHANCE?
Question: What are objections?
Objections and obstacles: What is the difference?
Which objections do you get?
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43. Workshop PSSC Module 2: Professional Client Meetings
OBJECTION HANDLING 5 STEPS
1. Active listening Be interested in the client. Listen to what he says.
Think on how to solve his problem, concentrate on his UBN! Don’t take
it personal! Use your empathy: why is he reacting that way??
2. Soften the objection Do not deny! Show understanding for his
situation.
3. Clarify Ask whether you understood his objection correctly. Repeat
his objection with his own words, but somewhat “milder”.
4. Challenge the objection Verbal/non verbal reaction. Analyze the
reason for his objection.
5. Close the objection! Make sure that the client is not coming back
again with the same objection.
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44. Workshop PSSC Module 2: Professional Client Meetings
OBJECTIONS: 5 CLASSIC ONES
Price Too high
We already have a supplier
We have no budget
We don’t need to change
I have to think about it…
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45. Workshop PSSC Module 2: Professional Client Meetings
OBJECTION HANDLING MEANS TO SERIOUSLY FOCUS ON
CLIENT’S NEEDS.
1. Active 2. Soften the 4. 5. Close
3. Clarify
Listening! objection Challenge!
Objection
Chance to convince
Flow of objection handling
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46. Workshop PSSC Module 2: Professional Client Meetings
OBJECTION HANDLING
(EXAMPLE)
Active Listening!
(Concentrate on customer’s needs. Empathy: Why does he react like that?)
KWS Good, Mr. Petersen, this was the presentation of my solution. What do you think?
Customer Great… I like it! Professional.
Customer But, a real huge amount of money I would have to invest…
KWS
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47. Workshop PSSC Module 2: Professional Client Meetings
OBJECTION HANDLING
(EXAMPLE)
Soften the objection
(Never ever deny!)
KWS I understand what you are saying, Mr. Petersen. We all have to consider
investments carefully.
Customer Yes, sure…
KWS Investments need to show a quick ROI, that’s what we want, right?
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48. Workshop PSSC Module 2: Professional Client Meetings
OBJECTION HANDLING
(EXAMPLE)
Clarify the objection
(You don’t know yet why this reaction…. “just ask why!”)
KWS May I ask you… our solution with high yield was what you requested, right?
Customer Yes sure… but… it is a lot of money we have to invest!
KWS If we put aside the investment for a moment… what do you think about the cost
savings in the production, because the yield is much higher than you were used to?
Customer It is crisis… We have to be careful with expenses. But the same time we know that
we have to improve to safe the next season.
KWS Yes, I understand what you mean. Lesser costs is crucial.
Customer
Yes, right, we have to safe costs and improve yields!
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49. Workshop PSSC Module 2: Professional Client Meetings
OBJECTION HANDLING
(EXAMPLE)
Challenge the objection!
(Now you want to know it. You are the expert, “throw” facts on the table!)
KWS If I could convince you of more advantages than higher yield… do we have a
deal then?
Customer Ok, obviously I did not understand everything yet, is there more then??
KWS Look, because of this sort I proposed, you not only get a higher yield, but you are
also able to safe on production as well.
Customer That would be fine… what exactly does it mean?
KWS Based on our experience with similar projects and situations we find here, I think it
can be an advantage of 15.000 plus for the next season, because of the facts I just
presented to you.
Customer Well, that makes me think… I mean, we are not able to ignore all these benefits!
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50. Workshop PSSC Module 2: Professional Client Meetings
OBJECTION HANDLING
(EXAMPLE)
Close the objection!
(… otherwise it will raise again.)
KWS May ask you… does this answer your concerns? Could I convince you?
Customer Yes, of course. I did not think on all those facts. I think the savings are even more
than you suggested.
KWS Great that we have solved this point… let me suggest how to proceed now.
Customer Yes, what’s next? When can you deliver?
I suggest the following:
KWS - I send you the contracts and order confirmation tomorrow, when this is OK with
you.
Let’s choose a date in our agendas for next week, then we meet again, OK?
Customer Yes, let me grab my agenda…
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51. Workshop PSSC Module 2: Professional Client Meetings
OBJECTION: WE HAVE A SUPPLIER
Active listening:
What is the real reason that the client says this?
Soften
“I knew that a professional company as yours works together
with good suppliers”
Clarify:
“What is the biggest value you get from your supplier?”
“What is for you important when choosing a supplier?”
“If you in the present situation have to change something, what
would that be?”
Challenge:
“If I could offer you extra advantages regarding your present
supplier, could that be a basis to do business with each other?”
Close the objection:
“Ok, let’s go through some items to convince you what extra
benefits you will get!”
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52. Workshop PSSC Module 2: Professional Client Meetings
OBJECTION: I HAVE TO THINK ABOUT IT
Active listening:
If you get this objection the client is not yet convinced!
Soften:
“It is important to consider important decisions, we all have to.”
Clarify:
“May I ask you, when do you want to make the decision? Are
there other persons in the decision making process or do you
decide yourself?”
Challenge:
“According to me you see added values in my proposal. Is there a
subject which is not explained or of big interest to you?”
Close the objection:
“Ok, I trust on a positive decision. May I call you (Date, time)?”
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53. Workshop PSSC Module 2: Professional Client Meetings
PROFESSIONAL OBJECTION HANDLING
Work out in groups the following:
- Choose per group 2 common objections occurring in your business
- Write down step by step the handling of it.
Use the work form in register 2
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54. Workshop PSSC Module 2: Professional Client Meetings
WORKSHOP
SUBJECT 5:
PREVENTION OF OBJECTIONS
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55. Workshop PSSC Module 2: Professional Client Meetings
HOW TO PREVENT OBJECTIONS
Question: What can we do in order to prevent objections?
Objections occur for different reasons and are most of the
times positive Buying signals!!
Ask sufficient, most of the time, open questions
Concentrate on the UBN unique buying needs of de client
Analyze needs
Create needs!
Professionally argue your FFBE benefits/earnings, solution
and added values
Professional attitude and behavior! You are the expert,
aren’t you??
Handle hesitations and questions of the client immediately
You have one mouth, but too ears: Listen to what they say!
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56. Workshop PSSC Module 2: Professional Client Meetings
HOW TO PREVENT OBJECTIONS /2
Don’t try to close too fast (that is hard selling)
Active listening
Design together a solution and action plan
Take into account issues like personality, way of thinking,
culture etc. of your client. Empathy!
Focus on the problems, needs the client has
Avoid objections by:
Your positive attitude
Professional behavior
Convincing argumentation
Do not use a Sales Pitch!
Ask (good prepared) questions and listen!!
Always know (the handling of) the objections you might
get! ©Copy rights and property by M.O.S.E.
57. Workshop PSSC Module 2: Professional Client Meetings
PREVENTION OF OBJECTIONS
Role playing:
- Let’s exercise some examples out of your daily live
- Who is the Sales Engineer, who the customer?
- Which subjects?
Assignment see following slide
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58. Workshop PSSC Module 2: Professional Client Meetings
ASSIGNMENT: ROLE PLAYING
Prepare for the following:
It is a prospect with quite some interesting ground:
Huge!!
Ideal for MONDEO, high marketable yield!
What are your IPE questions? focus on Pain & Earnings!
How do you handle the objections?
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59. Workshop PSSC Module 2: Professional Client Meetings
WORKSHOP
SUBJECT 6:
PROFESSIONAL CLOSING
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60. Workshop PSSC Module 2: Professional Client Meetings
WHAT ARE BUYING SIGNALS?
Buying signals are the chances to close and get the order!
But we must recognize them and understand them.
Verbal buying signals:
The customer asks for instance for:
The delivery time
The price
Plays with the sample
Asks for referrals
Is interested in the delivery terms and conditions
Asks questions about the after sales service
Standard packaging size
Can it be delivered in blue
Etc.
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61. Workshop PSSC Module 2: Professional Client Meetings
WHAT ARE BUYING SIGNALS? /2
Non-verbal buying signals, for instance:
Observe good!
The body language of the client:
The expression of his face I am interested,
want to have this, greediness
The clients grabs the product as it is of him
Yes-saying head
Smiles, looks happy
Takes in an interested sitting position
Etc.
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62. Workshop PSSC Module 2: Professional Client Meetings
HANDLE OBJECTIONS BUYING SIGNALS!
Client his =
Unique Buying His reaction!!
Need:
Advantage
Profit Client his = His reaction!!
Solution min
Unique Buying
Cost reduction Need:
Progress Advantage solution and
My
Improvement Profit added value
= His reaction!!
Earning Solution Client hismin
Etc. Cost reduction Buying My solution and
Unique
Progress Need: added value
ImprovementAdvantage
Earning Profit
Etc. Solution min My solution and
EtcCost reduction added value
Progress
Improvement
Earning
Etc.
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63. Workshop PSSC Module 2: Professional Client Meetings
TEST CLOSING: MEASURE THE “BUYING
TEMPERATURE”
= His reaction!!
Client his
Unique Buying
Need:
Advantage Measure the
Profit
Solution min My solution “buying
and added
Cost reduction
Progress
value temperature” by
Improvement
Earning Test closing test closings.
Etc.
Close the deal!
Close!
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64. Workshop PSSC Module 2: Professional Client Meetings
CLOSING START’S ACTUALLY RIGHT IN THE BEGINNING:
IT “EVOLUTIONIZES”!!
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65. Workshop PSSC Module 2: Professional Client Meetings
KEEP IN MIND! IMPORTANT:
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66. Workshop PSSC Module 2: Professional Client Meetings
THE TEST CLOSING
The right “buying temperature” arises, after
Coming fewer or no objections anymore
The client gives verbal and non-verbal buying signals
Whether the temperature is “good” and/of favorable, we
don’t know (yet)
We have to test it, by place a test close:
The “yes question” ( closed question)
“Sir, do I get it right, you agree on the benefits?”
“Do you need the first shipment next month?”
“Can we deliver also in the weekend?”
At least 3 closed questions!
Answers the client all of them with a “yes”, then you
have to close for the order!
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67. Workshop PSSC Module 2: Professional Client Meetings
CLOSING TECHNIQUES
There are different closings possible. For instance the
following:
The direct question
The alternative question
The reflex method
The win/win method
The write/fill-in method
The reduction method
The penalty method
The benefit method
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68. Workshop PSSC Module 2: Professional Client Meetings
CLOSING TECHNIQUES
Question: What is the most simple question to close a deal?
Right! The direct question: “Can I have this order?”
Only a few salesmen do this, are brave enough to do so.
Why is that?
You have come so far in your sales process:
The client is convinced of the solution and added value
There are no objections
The test close was successful
And now, you dare to ask for the order?
Try it once and you will be surprised!
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69. Workshop PSSC Module 2: Professional Client Meetings
CLOSING TECHNIQUES
The alternative question
This is a very efficient closing technique:
“Do you take 2 pallets or do you prefer 1?”
“Do we have to deliver still in this quarter or in the 3rd
one?”
“Do you take the motors with or without transmission
belts?”
“Shall we organize the transport or do you pick it up
yourself?”
“Do you take this car standard or including the winter
package?”
“Can we start implementation in June or will we start in
July?”
“Do you want the total package or without insurance?”
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70. Workshop PSSC Module 2: Professional Client Meetings
CLOSING TECHNIQUES
The reflex method
The client asks: “Can you deliver it in our special green
bags within 2 weeks from now?”
Your answer: “Of course! I take the bags with me right
now and we put it on our next transport which will leave
Wednesday already!”
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71. Workshop PSSC Module 2: Professional Client Meetings
CLOSING TECHNIQUES
The win/win method
A question which always means an advantage for the
client:
“Do you pay within 2 weeks or do you prefer our financing
facility?”
“Shall we send it today by reimbursement or do you make a
prepayment?”
“Shall we deliver against 2% discount payment within 2
weeks or 30 days net?”
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72. Workshop PSSC Module 2: Professional Client Meetings
CLOSING TECHNIQUES
The write/fill-in method
This method is efficient but also bears risks. Besides that
it needs a portion of professionality and courage of the
salesman.
If you are sure that the customer will buy, you just start
with filling in the order and/or contract and ask him to
sign it.
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73. Workshop PSSC Module 2: Professional Client Meetings
CLOSING TECHNIQUES
The reduction method
This is a method where you divide the investment by the
time the product/service is used.
Making marginal costs by, for instance:
“I know that 5000 is quite an investment, but if the
live cycle is 7 years this is less than 60 per month.
What do you think?”
“65000 is not nothing for this car. But 5 years later the
resell value is much higher than with other brands…
and this is important for you, isn’t it?”
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74. Workshop PSSC Module 2: Professional Client Meetings
CLOSING TECHNIQUES
The penalty method
By use of this method you inform the client that if he is
ordering later the price will be higher.
“If we can deliver before (date) then the price is still
the old one, which is 5,2% less.”
“In this action which runs until end of this month the
transport is free.”
“With an order of 2 pallets I can offer you an extra
discount, but then you have to place the order before
17.00.”
“As from (date) on we increase prices, if you order
now we can still produce against the existing
conditions.”
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75. Workshop PSSC Module 2: Professional Client Meetings
CLOSING TECHNIQUES
The benefit method
With this method you repeat the advantages and benefits
for the client (which he has accepted) and weighing it
against small disadvantages in this solution.
“The location of this house is exactly what you where
looking for since months. The kitchen is big, the garden
direction south etc. Ok, the guest room is small but you
are using it less than 5 days a year. Do you really want to
drop all the benefits because of a small gust room?”
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76. Workshop PSSC Module 2: Professional Client Meetings
ROUND TABLE DISCUSSION
What do you think about “closing techniques”?
What are your experiences: tell us!
Use the work form in register 2 for your personal notes
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77. Workshop PSSC Module 2: Professional Client Meetings
PAP PERSONAL ACTION PLAN
Please describe individually the following:
-Your personal action plan:
- Which 3 subjects learned in this workshop are most
important to me?
- What do I do different as from tomorrow on?
Please also fill in the evaluation form and hand it to me, thanks!!
Use the work form in register 3
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