Once a customer has answered all your questions, you’ve built up some emotion in them (remember people buy emotionally and justify logically afterwards) and they’ve decided to go ahead and use your product or service, you’re done, right? One thing you can’t do is run out the door or skirt them away with some light conversation. Now, it’s time to cement the decision they’ve made by asking post closing questions like: Are you comfortable with going ahead with this? Is there any reason you’re going to regret doing this after I leave (you leave)? Do you feel comfortable with the price you’re paying for what you’re getting?
You see, one thing we fear subliminally is talking about what can be an obvious reason for cancellation after we’re not in front of the customer anymore …or buyers remorse. Customers have conversations with friends, family, and co-workers about their purchases. We would have to be fools if we didn’t know that other people will feed our customers with their version of what they did wrong, what they should have done instead, or the ever so popular “you paid too much” remarks.
A very professional approach after the sale is closed is to say this: “Mr./Mrs. Jones, I’m always working on how I present things to my customers. Can you tell me why you decided to go ahead with this today?” Then, be quiet, let them talk about everything from the quality of what they’re getting, the professionalism you’ve shown them, to why the price is what it is. Then, you should not only thank them but congratulate them on making such a smart well thought-out decision. Ask them if there is anyone they can think of, perhaps two or three people that you can call (once they’ve received your service or product) that would benefit from this experience the same way they will. That is cementing the sale or post closing.
Yes but you need to have a knowledge of where the qwan is to make the jang.
Posted by: Bob Sanders | November 29, 2004 at 08:49 PM