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Closing the Big Sale - Keeping Our Cool

February 29, 2012 | Comments: 0 | Views: 176

Selling is a very rewarding occupation, particularly when we 'pull off the big one'. We are so proud of our achievement that we want to shout it from the rooftops, break out the champagne, celebrate our success. But it can be something of an anticlimax, particularly while we are still within earshot of our customer. Yes, one of the most important considerations in the closing of a big sale is our own reaction. Let's think about it...

Throughout your sales presentation, you have been rightfully concerned with playing down the enormity of the financial decision your customer has been asked to make. You have even carefully chosen to close the transaction on a minor point to 'soften the blow', and to ease your customer into the decision. So it wouldn't be appropriate for you to show too much excitement over it, would it? Even if you have just closed your sale of the century, maybe worth many thousands of dollars and earning you enough commission to buy the coveted Ferrari or condo on the Mediterranean - well, at least a deposit on it - you must remain composed.

Your customer may have uneasy feelings seething just below the surface. They may be harbouring doubts, often unwarranted, about paying too much, buying too much, or simply buying something they don't really need. It may have nothing to do with this purchase, or how you have handled this current sales process; it could be simply a hangover from a previous experience. Usually this sort of apprehension is completely overshadowed by the pleasure of new ownership, or the satisfaction of having consummated an exciting new purchasing agreement, but it certainly would be a tragedy if it was your reaction that unmasked any such latent concern. Yes, too much excitement from you could spread some seeds of doubt with your customer who might later rue their decision.

At best, they might develop a case of buyer's remorse, which could see you having to reverse the transaction. Far worse, they might bottle up the ill feeling, and become one of those dreaded 'anti-referral' disciples, gleefully advertising your shortcomings to all and sundry. In this day and age, courtesy of social media, customer dissatisfaction can travel at the speed of light, and turn a mild case of buyer resentment into a virtual horror story. How guilty would you feel if it all fell back on that one moment when your self-control wasn't as self-controlled as it might have been? Sure, you need to politely thank them for their business, but outside of that, you simply must be cool and confident. After all, this is just one of your typical sales - 'ho hum'.

Many of my trainees describe how they keep their cool while in the moment, but immediately do cartwheels as soon as they are out of sight. Of course we should be celebrating a good sale, even giving ourselves a well-earned pat on the back, but let's just remember not to do it in front of the customer.

About the Author: In a distinguished career spanning half a century, Keith Rowe has managed the full journey from shop floor to boardroom. Along the way, he has headed the Australian sales and marketing operations for three of the world's largest Consumer Electronics manufacturers - Toshiba, Sanyo and Sharp.

Keith is not just a successful businessman. He is an accomplished speaker and trainer, specialising in interpersonal skills. His latest book - the KNACK of Negotiating - is essential reading for all those involved in commercial buying and selling. It is available in all the popular eBook formats, from Apple iTunes to Amazon Kindle.

© 2012 Keith Rowe - all rights reserved worldwide

Source: EzineArticles
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