Page 52 - Sales & Service Excellence 2019

CLOSE SALE & CELEBRATE
the natural close
“I’d love to see you start enjoying the benefits of Advanced Génifique that I recommended today, along with the Hydra Zen Cream and Eye Treatment that you asked for when you came in. How does that sound?”
When the client has decided which products to take, validate the client’s purchasing decision. This is a chance to celebrate the client’s decision, making her or him feel confident about what they are purchasing - as well as making the transition to the cashwrap less abrupt.
Say:
“I’m going to go ahead and wrap everything up now. I really think you are going to enjoy Advanced Génifique and Rénergie Nuit Multi-Lift in your daily regimen and I look forward to hearing about your results. I also think you are going to love the samples I recommended for you.”
Addressing Client Purchasing Concerns:
Purchasing concerns are a natural part of the selling process. They give you an excellent opportunity to continue providing courteous service , as well as building the relationship. Often, purchasing concerns are a signal that the client needs more of something - information, an opinion, or help deciding between two products. Once you understand the concern or objection, you can directly and respectfully address it. Just because the client has a concern or question does not mean they are saying “no.”
Try these techniques to address client purchasing concerns
STOP - Stop and listen to exactly what the client is saying. Sometimes the purchasing concern can be financial, such as,
“This is more than I wanted to spend.”
Take the time to address what the client is saying to you.
50 SALES & SERVICE EXCELLENCE