Chapter 15-Closing the Sale
Fill in the blanks as you watch the presentation on initiating the sale.
Term / DefinitionClosing the sale
Buying signals
Trial close
Which close
Standing-room-only close
Direct close
Service close
Suggestion selling
Customer relationship management
Assignment #1: Graphic Organizer 15.1
Directions: Insert the correct information outlining the section.
Assignment #2: Reading Activity 15.1
Directions: Complete the outline by filling in the blanks.
I. Closing concepts and techniques
a. Timing the close
i. ______are the things customers do or say to indicate a readiness to buy.
ii. A(n) ______is an initial effort to close a sale.
b. General rules for closing the sale
i. Recognize closing opportunities
ii. Help customers make a decision
iii. Create an ownership mentality
iv. Do not talk too much and do not rush
c. Specialized methods for closing the sale
i. The ______encourages a customer to make a decision between two items.
ii. The ______-______-______is used when a product is in short supply or when the price will be going up in the near future.
iii. The ______is a method in which you ask for the sale.
iv. The ______is a closing method in which you explain services that overcome obstacles or problems.
v. The service close in business-to-business situations
vi. The service close in retail
II. Failure to close the sale
a. Get feedback
b. Maintain a positive attitude
Assignment #3: Enrichment Activity 15.1
Directions: Fill in the blanks using the key terms in the section.
1. When attempting to close a sale, look for ______, the things customers do or say to indicate a readiness to buy.
2. You may attempt a(n) ______to test the readiness of the customer and your interpretation of a positive buying signal.
3. A salesperson will ask the customer to make a decision between two items in a(n) ______.
4. A(n) ______-______-______should be used only when the situation honestly calls for it because it may be perceived as a high-pressure tactic.
5. You would use the ______method when the buying signal is very strong.
6. Explaining perks such as gift wrapping, a return policy, special sales arrangements, and warranties happens in the ______.
7. ______requires that salespeople recognize when a customer is ready to buy.
Assignment #4: Graphic Organizer 14.2
Directions: Insert the correct information outlining the section.
Assignment #5: Reading Activity 15.2
Directions: Read section 15.2, and then answer these questions.
1. Mark the main idea.
a. Making a sale is the first step in maintaining and building a clientele.
b. Suggesting larger quantities is often referred to as up-selling.
c. The goal of selling is to help customers make satisfying buying decisions so they buy from you again.
2. Which of these details does not support the main idea?
a. If you think a customer is ready to make a buying decision, stop talking.
b. Suggestion selling benefits the salesperson, the customer, and the company.
c. Always thank your customers.
3. Which of these details does not support the main idea?
a. Use words that indicate ownership such as you and your
b. The follow-up includes making arrangements to follow through on all promises.
c. A popular trend today is customer relationship management.
4. Which statement best summarizes the text?
a. Salespeople are obligated to communicate special sales opportunities to their customers.
b. Suggestion selling is selling additional goods or services to the customer.
c. Maintaining and building a clientele is crucial for future sales.
5. The key term customer relationship management means
a. The value of a good relationship is not a new idea.
b. Finding customers and keeping them satisfied.
c. Objective self-evaluation is a helpful tool in any career.
Assignment #6: Enrichment Activity 15.2
Directions: In each series of terms, highlight the one that does not belong.
1. Customer service thank the customer bag merchandise up-selling
2. Related merchandise follow-up special sales larger quantities
3. Lead generation sales support cross-selling customer service
4. Up-selling cross-selling special opportunities evaluation
5. Technology maintain contact develop loyalty up-selling
Assignment #7 Internet Activity
Entrepreneurs who start new businesses usually know a great deal about the good or service they plan to offer customers, but they often know very little about running a successful business. For example, a weaver may know how to weave beautiful scarves but not what to price them. From setting prices to managing sales, entrepreneurs often go to business experts for help and information.
Find the Web site for Entrepreneur magazine. Find out about the kinds of information this publication and Web site offer to entrepreneurs. Also use their internal search engine to find any articles on problems encountered when closing a sale. Then complete the worksheet below and answer the questions that follow.
Net ResultsWhat is the Entrepreneur magazine Web-site address?
What is the name of the parent company of Entrepreneur magazine?
What other magazines do they publish regarding entrepreneurship?
What is the name of Entrepreneur’s small-business search engine?
Name two links featured on the homepage.
How many titles did you find relating to Growing your business?
Give the title of one the articles.
What is this article about?
1. Describe the steps you took to access an article on Growing your business.
2. What did you learn from the article?
3. If you were a new business owner, would you access this Web site frequently? Why or why not?
Assignment #8 Academic Integration
The manager of the Pine Mountain Ski Resort is making a budget for the upcoming season. One of the first things the manager does is forecast revenue from room rentals for each of the five months of the season. Those months are December through April. The manager uses past experience to estimate the number of rooms that will be filled during each month. This is the occupancy rate. The spreadsheet below shows the price of the rooms per night and the occupancy rate for each month.
Number of Rooms / Average Room Rate / Occupancy Rate / RevenueDecember / 100 / $128 / 95%
January / 100 / $128 / 92%
February / 100 / $128 / 89%
March / 100 / $128 / 74%
April / 100 / $128 / 48%
Total Revenue
Directions: Follow these steps to analyze the database. Then answer the questions that follow.
· Determine the estimated revenue for the months of December-April.
· Calculate the total revenue.
1. What is the total revenue based on the projections of occupancy for the months of December through April?
2. Which month has the highest revenue from the rooms? The lowest?
Assignment #9 Real-World Application
Directions Write what you would say to close the sale in each situation.
1. Situation 1: You work as a sales associate for Carol’s electronics.
a. Your store is having a one-day sale to celebrate your town’s bicentennial. All merchandise in the store is marked down 10 percent for one day. Your customer says, “I like the Sharp Digital Viewcam, but I didn’t expect to buy anything today. I’d like my wife to see it before I make my final decision.” (Use the standing-room-only close in combination with an appropriate service close).
b. Your customer says, “I can’t wait to start videotaping using the power zoom.” (Use a direct close).
2. Situation 2: You work as a sales representative for the Sharp Sales Company.
a. You just finished showing the buyer for JTS Electronics, a retailer, all the features and benefits of the Sharp Digital Viewcam, and you think it is time to try a close. (Use a non-threatening question as a trial close).
b. A buyer for PNC Electronic Wholesalers asks, “If I order six dozen Sharp Digital Viewcams to start and they sell well, how quickly can I get a reorder?” (Use a direct close).
Assignment #10 Real-World Application
Directions Study the sales situations below. Then, in each case, tell what additional merchandise or service you would suggest and what you would say to recommend it.
1. You work in a bicycle store and have just sold a bicycle to a couple for their young daughter.
a. Suggested item:
b. What would you say?
2. You are a sales representative for the Sharp Manufacturing Company. The company is offering free shipping on all orders that exceed $5,000, if the order is placed within the next week. You just closed a sale with a retail store buyer who wants to place a $4,500 order.
a. Suggested item:
b. What would you say?
Directions Study the sales situations below. Then, in each case, tell what you would do to establish a relationship with the customer.
3. You are a sales representative for the Sharp Manufacturing Company. A retail store buyer has just placed an order with you for $100,000 with specifications regarding delivery.
4. You are a sales associate for an upscale clothing store.
Assignment #11 Study Skills: Time Management
Directions Use the following tips to help improve how you manage your time. Then review the vocabulary in Chapter 15 and answer the questions that follow. If the statement is true, highlight T. If the statement is false, highlight F.
Time Management· Prepare a hard copy or electronic calendar at the beginning of each semester. Use it to record assignments and due dates and to keep track of testing schedules. Review and update your schedule weekly as the semester progresses.
1. Suggestive selling means selling additional goods or services to the customer. T or F
2. An initial effort to close a sale is called a direct close. T or F
3. A closing method in which you ask for the sale is called a which close. T or F
4. Customer relationship management involves finding customers and keeping them satisfied. T or F
5. A standing-room-only close is a closing method used when a product is in short supply or when the price will be going up in the near future. T or F
6. A closing method that explains services that overcome obstacles or problems is called a direct close. T or F
7. Obtaining positive agreement from the customer to buy is known as a buying signal. T or F
8. Buying signals are things that a customer does or says to indicate a readiness to buy. T or F
Assignment #9 Study Skills: Test Preparation
Directions Study the Test-Prep Tips and think about how you can use them to improve your test scores. Type a sentence or two to answer each of the following questions about the main ideas in Chapter 15.
Test-Prep Tips· Anxiety about tests can contribute to poor performance. Maintain a positive attitude. Think of a test as an opportunity to show what you have learned.
· If you feel anxious during a test, take several slow deep breaths to help you relax.
1. Why is it important for salespeople to remain flexible with potential buyers?
2. What types of words can be used to create an ownership mentality in the customer?
3. What are some things salespeople can do to keep customers?
4. How do salespeople, customers, and firms benefit from suggestive selling?
5. What are five basic rules for using suggestive selling?
6. What are four follow-up ideas salespeople should use?
Assignment #10 Study Skills: Practice Test
Directions Take the practice test. Choose the word or phrase that best completes the sentence or answers the question.
1. You should close the sale
a. At the same point in each sales presentation.
b. After a customer says, “I’ll take it.”
c. Only after you have finished presenting all of your product’s selling points
d. When your customer is ready to buy
2. When a customer is having difficulty making a buying decision
a. Leave the customer alone.
b. Help by summarizing the major features and benefits of the product
c. Rush the customer
d. Show the customer additional merchandise
3. Continuing to tell a customer about the features and benefits of a product that he or she is ready to buy
a. Is an effective sales practice
b. Helps reduce a customer’s doubts about a product
c. Is especially important in the sale of expensive merchandise
d. May cause the salesperson to lose the sale
4. A specialized closing technique that should be used only when the situation warrants is the
a. Direct close
b. Service close
c. Standing-room-only close
d. Which close
5. Suggestion selling
a. Can make the original purchase more enjoyable
b. Hurts a firm because of increased sales-related expenses
c. Means loading customer down with unwanted goods or services
d. Should only be attempted when salespeople have time
6. Customer Relationship Management suggests that
a. The sale is the first step in developing a relationship with your customer, not the final one.
b. Taking payment or taking the order is the last step in the sales process
c. If you did not close the sale today, the sale is lost forever
d. After-sale activities are just that and, as such, not part of the formal sales process.
Assignment # 11 DECA Connection
Role Play You are to assume the role of sales associate for Computers Etc. Within 20 minutes you have determined a customer’s (judge) needs, and presented the features and benefits of a computer and monitor that meets those needs. You now feel it is time to close the sale and suggest additional items that will compliment the computer. The customer (judge) is interested in a 15” monitor and a computer with a high-speed modem, a CD writeable drive, and a DVD drive, at a retail price of $1,299. In addition to printers and computer software, your company offers several services that the customer (judge) may be interested in, such as leasing, extended warranty (at a cost of $49.99 for three years). You are expected to see if customers are having any problems or have any questions. To ensure customer satisfaction, an independent market research company conducts a customer follow-up survey. It might be a good idea to tell your customer (judge) about the survey so he will respond to it.