Some salespeople feel apprehensive about closing a sale. After all, it’s the most crucial part of the conversation, making or breaking the deal. Many believe that this critical moment relies solely on luck — but there’s more to it than that. Let’s look at seven closing techniques that work and discover how to incorporate them into your call center sales training.
- Ask Questions.
Two vital parts make up every successful sales call. Finding out what the customer genuinely wants is the first part. The second part offers a real solution that fits your customer’s needs, such as a product or service.
The best way to accomplish these two fundamental tasks is merely to ask questions. By being sincere and discovering your customer’s needs, you instill a sense of trust that can be conveyed over the phone.
Train your call center agents to ask customers if what they’re offering solves the customer’s problem. Questions like this reveal whether the customer is sold on the product. If the customer isn’t convinced yet, an agent can continue asking questions and then deliver a product more suitable to their needs.
- Assume Good Intent.
No matter what you’re selling, from commercial real estate to insurance policies, the power of positive thinking can change the outcome of a sales encounter. For example, if you start the call believing you will close the deal, it impacts how you conduct yourself.
Instead of thinking that you’re limited at selling products, you can open your mind to new ideas, such as learning more about your customer or trying another method. Stone-cold confidence doesn’t always come effortlessly. Some salespeople choose a mantra to increase their positivity.
We understand that not every call will be a win. And sometimes, a prospect turns you down unexpectedly, which can bruise even the most confident individual. However, successful salespeople focus on the next win rather than dwelling on past losses. Encourage your trainees to keep looking forward and believe in themselves. Only then will new sales strategies and approaches make sense and work for your team.
- Take Something Away.
People often want what they can’t have. This sales technique is one of the oldest in the book; however, it’s time to put a new twist on it. Think about a customer on the fence about pricing. Their focus is usually on the bottom dollar but consider removing a piece of the service or product from the deal.
Not only does this psychological move shift their attention to what they can no longer have, but it diminishes the concern about pricing, too. Putting things in perspective this way can have a dynamic effect on a sales call. Often, call center agents have a clearly defined plan of product removal, and it works incredibly well.
- Remove the Need to Commit.
Most individuals dislike being pressured to commit before they’re ready. So, remove that element from your sales strategy. This method is also known as a soft close because it’s less abrasive than other methods.
Instead of expecting a commitment, agents state the benefits of the product and how they will help the customer. Presenting stats and helpful information that outline how the product aligns with a prospect's goals is an excellent way to master this approach.
Some people fear commitment, so putting the focus on the product's value instead of the price helps to calm inhibitions relatively well. Finalizing the sale doesn't only mean gaining a customer for the month or the year. The effort goes beyond that into long-term customer loyalty.
- Create a Sense of Urgency.
It’s one of the oldest and most successful sales strategies, and yet, creating a sense of urgency still works. This method has been overused tremendously, so it’s vital to proceed cautiously and respectfully. Whether it’s offering a discount or revealing a time limitation, urgency helps customers overcome inertia.
Train call center agents to maximize this method by prioritizing the customer’s needs first. Laying a foundation of trust is necessary. Encourage your agents to establish the value in your products or services before presenting the now-or-never deal.
Remember, most people who are willing to contact a call center are also poised to act. Build on this momentum by encouraging customers to make a move swiftly based on their needs. Once the information is laid bare, most individuals will pounce on what they want.
- Summarize the Deal.
This closing technique is similar to the soft sale method. Agents reiterate how the product or service will benefit the customer, encouraging them to sign the deal. Instead of putting pressure on the prospect, an agent can accomplish a successful sale more gently.
Plus, most people have a tough time keeping track of every detail during important conversations. Repeating these details helps them confirm that your product or service is what they need. Besides, giving a caller a smidge more time to think about your offer allows them to feel in charge of the situation.
- Respond Unexpectedly.
Some people think they’ve heard it all and seen it all when it comes to salespeople. Unsurprisingly, callers often already know that an agent will have gotten approval for discounts or special offers. So, a bold caller might directly ask for these things right away.
An excellent approach is to train your call center agents to respond to these requests with sharp angles. For example, when a caller asks for specific pricing, your agent can react by agreeing to the deal only if the prospect will sign today.
There are two reasons why responding unexpectedly works so well. First, because the prospect isn’t likely expecting you to agree so quickly to their request. Second, very few callers will predict an agent to be so bold as to suggest closing that very moment. It’s the surprise response that wins the deal.
Training call center agents to close sales successfully isn’t effortless; however, it’s possible with some insightful effort. In support of your goals, Digital Media Marketing offers an Inbound Call Generation service to boost your call center metrics.
