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Closing the Deal
Closing The Deal!

Posted by    |   March 23rd, 2015   |   No Comments

4 Simple Rules to Get That Business!

 

Here at Customer Perceptions, we do mystery shopping and consumer consultancy for a wide range of industries and sectors. We recently completed a study of financial brokers in Ireland, and the customer experience across the sector. While mapping the customer journey for clients of financial brokers (including by sending our mystery shoppers out to various businesses around the country), we came across several points of interest applicable across a wide range of businesses. There was a lot of useful information collated during the study, but one of the most interesting was the behaviour of the agents at the end and after the consultuation/appointment/call-it-what-you-will. Closing the deal is a crucial step on the customer journey and we want to take some time to address it with you. To that end, we’ve put together four simple steps that will help you bring a consultation to a close successfully, and will make it as easy as possible to close that sale:


  • Summarise the discussion for the customer, ensure they have clearly understood what you’ve explained to them. Ask them if they have any questions and review anything they have queries about.
  • Summarise the discussion for the customer, ensure they have clearly understood what you’ve explained to them. Ask them if they have any questions and review anything they have queries about.

  • Give the customer something tangible to take away with them. Maybe it’s because if someone has a leaflet or printout they’re more likely to review what was covered, maybe it’s simply that a document lying around the house keeps the consultation at the forefront of their mind, but customers are more likely to proceed if they have some kind of documentation to take away with them. Don’t swamp them with information, but a simple document outlining the recommendations along with their features and benefits is something no client or potential client should leave a consultation without.

  • Ask for the business. This is a very basic one, but in almost half our mystery shopper consultations it wasn’t done. Ask the customer if they want to proceed on the spot. If yes, that’s great! If no, find out why. What are the customer’s barriers and concerns? Address them! Even if they don’t proceed there and then with the application, do not allow them to walk out the door without having addressed these issues. You can be assured your competitors will  address them.


  • I’m sure these steps seem simple common sense to most of you, but what’s surprising is how often they simply aren’t followed. The figures returned in our study show a very patchy picture as to how consistently these simple, effective techniques are coming into play. When dealing with a customer and bringing a consultation to a close, don’t forget them. Closing the deal won’t happen without properly meeting the customer’s expectations.

    The best consultation or presentation or client relationship in the world can be thrown away at the last hurdle. Keep these steps at the forefront of your mind, and don’t let that happen!

     

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