Do Closure Techniques Damage A Customer's Trust

Field salespeople are trained in closure techniques

. They know how to convince the customer, how to persuade them if necessary and press them into signing.All previous research in this area has focused on which are the best closure techniques and how they function. Sales training experts have raised concerns as to whether these closure techniques potentially have a negative influence.237 industrial buyers were questioned on this subject. Six different closure techniques were researched:Assumption technique The sales person basically acts as if the customer had already "agreed" to the deal. They complete the order without any haste, talk about the possible delivery date and the payment conditions and affirm the customer in their assumed decision: "I am confident that with this outstanding price you have got a very good deal!""By the way" technique This is like the assumption technique. The salesperson occupies the customer with secondary details, which, however, encourage the customer to say, "yes" to the contract: "So you agree with me that this is a superb offer? Should we deliver into the central depot or direct to you?"Model technique The customer says yes all the more readily the more positive examples affirm them in this. This is particularly accurate with multifaceted purchasing decisions which the customer feels are a little outside their area: "Mr customer, since they decided last month to take our product your colleagues Smith & Co have been producing 50% less surplus.""One good turn deserves another" technique Anyone who does you a good turn is owed one in return. It is a social rule which is generally accepted. Little presents, an invitation, two tickets for the show which is actually sold out and it already comes easier to the customer to say yes. In this, it is of no great importance whether the favours are of very varying economic significance."If...then" technique "If we give you a credit period of 90 days to save your October budget, will I then get the contract?" "So at 2.50 per item would you say yes?"The sales person manoeuvres the customer with the "if...then" method into a position where they find it very easier said than done to say no."It's urgent" method The customer is puts the under time pressure sales person hoping to force them to a purchasing decision. They give the information that, for example, prices will rise in the next month or they predict a shortage of raw materials and therefore delivery bottlenecks. It is suggested to the customer that they will have to accept significant purchasing disadvantages if they do not order straight away.The customer's trust in the salesperson was determined by means of 24 pairs of characteristics like for example "honest - dishonest", "open - secretive", and a seven step scale. The middle value counts as the "trust index" from assessing all the pairs of characteristics. It ranges from "7 = fullest trust"", through "4 = neutral" down to 1 = absolutely no trust".Salespeople who do not write a contract enjoy the greatest trust. As opposed to this, every use of a closure technique damages the basis of trust. The disappearance of trust however occurs least with the "it's urgent" and the "model" techniques. Obviously the customer views these techniques more as support or help with the decision than as manipulation and a taught on many good sales training courses.The if-then technique takes a middle position, the assumption and by the way techniques on the other hand damage customer trust. The latter techniques are found to be too manipulative and are therefore rejected. The one good turn deserves another techniques is of no relevance in practice.It is interesting that it is those techniques for which the customers have least regard which are particularly used by sales people.So does that mean that we now advise not using closure techniques? Certainly not! Weighing up the probable victory and the possible damage in advance is important. It is no use having nothing but well regarded and trustworthy salespeople who do not bring in any turnover.Make sure that in particular the accepted techniques "it's urgent" and "model" are used and in borderline cases also the "if - then" technique! The "by the way" and "assumption" methods should remain relegated to more or less fruitless cases and impulse business. Closing is an important part of the sales process and sales training can develop a team's closing techniques

Do Closure Techniques Damage A Customer's Trust

By: Richard Stone

POST COMMENT

Dj Lights For You And Your Customers Top 7 Link Building Tips From An Seo Service Search Optimisation | Seo Services | Seo Companies - Ictquotes How to Choose the Best Roofing Services in London Aarkstore Enterprise -Service Station Retailing Database 2010: Norway How to select NJ Catering Services Stimulus CrCredit card debt relief – How Federal Debt relief grants Allows Debt settlement services To Be Easier Aarkstore Enterprise -Service Station Retailing Database 2010: Netherlands Serviced Apartments Bangalore One Of The Best Alternate To Hotels Facts About Bob Townsend, Ceo Of Custom Services Discover Achievements By Bob Townsend, Ceo Of Custom Services Free Debt settlement Services – How To Avoid Buying Legitimate Credit card debt relief Advice Seo General Seo Services