Sales, The Art of Closing Deals | Shane Kluiter | Skillshare

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Sales, The Art of Closing Deals

teacher avatar Shane Kluiter, Knowledge is Power

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Taught by industry leaders & working professionals
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Watch this class and thousands more

Get unlimited access to every class
Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Lessons in This Class

5 Lessons (30m)
    • 1. Sales Training course intro

      2:15
    • 2. Assumptive close

      3:14
    • 3. Option or Choice Close

      5:47
    • 4. Suggestion Close

      6:58
    • 5. Urgency close

      12:05
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About This Class

In this course you will learn the top 4 closing techniques to use in your sales process.

Knowing how to close deals is key. When you first start in sales one of the hardest things to do is ask for the deal. Closing out a sale, or rather, knowing how to close a deal is difficult. With these 4 closing techniques you will have the tools you need to move from a qualifying conversation to a closed deal! 

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Shane Kluiter

Knowledge is Power

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Transcripts

1. Sales Training course intro: Hi. My name Shane. I work with professionals in insurance sales, furniture sales and software sales to help improve sales. Closing techniques Really difficult. Part of the closing process for sales professionals is not only just asking for the money and closing the deal, but getting out of that qualifying stage. Ah, with your clients and moving into the end of the deal stage where you're actually going to be collecting on the money and working through a system to move from. Yes, this will work. We've established we have the right product for you. And now we're getting to. This is how we're gonna close the deal. This is how I get affirmed. Answer of yes, more from answer of no, uh, with closing techniques. That's what you're going for. Your going for an answer. You're not a guarantee. It's the answer for you. But you're going to get that answering to know whether or not it's time to move on to a new prospect. Or if this is the prospect that is going to buy in this course, we're going to go over foreclosing techniques. Is will be the top for that I have seen in my career. the top four that seemed to work across all industries. And with these, you'll be able to actually go do some testing and you'll figure out which situations are best. So we're going over. The Assumpta closed the option. Close the suggestion close. We're gonna move into an urgency. Close. Uh, each one is a little different, and each one has its uses. Inside of the sales process. You may even use multiple of them together just to finish out a deal. Many times when you're doing a deal, it takes two or three times of trying to close the deal to actually finish closing and having different techniques to throw it. That it kind of helps make it feel more fluid. So you might do an option. Close, um, and find out that you're not at the end of your sales process. You might find out there's a little more discovery work. There's some more concerns that your stakeholders all have and which point you move to more of, ah, urgency close based on what they say. So you've decided which option works best. Then you found out Oh, there's an actual timeline. Let's go and let's let's pursue this option on that timeline and Dr Urgency, based on the events that are happening at the company and we're gonna discuss how to do that. 2. Assumptive close: Hi. In this video, we're gonna go over the Assumpta close if something closes. Technique involves just using a phrase. Ah, that basically says, Hey, I'm assuming you are buying this. Um, sometimes that means you don't even ask them to buy. You just moved to collecting the information. So say you and I are having a conversation. We're going through sale for insurance. We discuss the various options for you. You've kind of indicated which one is right for you. So I say something along the lines of Great. It looks like the best option for you. Based on what you have said is a 30 year turned policy with this tent with this whole life policy that would just cover your funeral. Funeral costs. So to do that, all we have to do is have a card, a card, which card card number. We could put your correct our number on file and then you'll be all set up and you're collected in her corner. Even actually physically asked him to buy. You haven't said anything along the lines of Hey, do you want to buy this? We move straight to the step of Hey, this is what we need to do to make this happen. He's assumed that they actually wanted. That works really well. Um, you want to use this in situations where it's very easy to backpedal if you need to, or when you're just ready to be done with the sales process. And maybe you have a high volume and it's easy to just push prospects through. Right? So that's an example from insurance. If you're using this in retail setting or even in software, it's really easy to say Great. So all we have to do Process needed process. This is a credit card. Call your credit card number. Do it that way. You can move really quickly through a lot of deals within Assumpta close. You can also do it by basically just saying this is the price. How do we get payment? Um, you're assuming thereby. You've already assumed that that yes, they've given you some kind of sign that tells you. Yeah, they're buying. They have no objection. They are fully invested in what? Working on talking about. This is General used for a more transactional deal than, um, kind of a long term project. But you can use in that scenario if you need to. Um, I've had a lot of success in my career with the Assumpta closed, and that's basically just at the end of a deal or a call just asking them for money. Uh, that's really the simplest thing you can dio and assuming your customers do want to buy from you. It changes your attitude a lot of times during the sales process because you're expecting that at the end. And by building that expectation and framing all of your conversations around that, you actually get to a point where it's completely natural that you're going to go in and get that dollar value at the end, because it's where you build the mo mentum, too. 3. Option or Choice Close: hi in this video and talk about the option close. The option closes highly effective, highly effective because you're giving your prospect the freedom of choice without directly asking them to immediately by, um, and what I mean by that is you're basically signed, Mr Mrs Customer. We've established that there's two options that could work for you. We have one today or we have. Would you be? Which today is these functions which would be has these functions Which group of functions works best for you, which best fits your Indeed, By doing so, it makes the customer not only feel more comfortable with the idea that they're making their decision, it makes it so. It's more of a choice between two objects and another. It's a choice to buy or not so not choosing between having their money and not having the money in a personal sense or in a business sense, they're not choosing to remove cash from their budget or not remove cash for their budget so much as they are choosing mentally. Which of the two options works best for that? It's established by this. This is happening. Which one are you doing? And by doing so. That third option of not actually working with you has a much smaller chance of happening because it's not something that's been presented on the table. So if I'm in furniture sales, I might find two pieces of furniture at two slightly different price points and say, which one of these works for you? Choice Close. That works out really well. Mr Customer, this bed is $1000. Mr. Customer, this bet is $1200 you established both Feel comfortable for you. Both fit your needs. We can have both and delivered in your time frame. Which one works us for you. Or you could even do it at a much different price range. Right. So I've had times where I work with businesses and they told me I don't know if I can get this through the budget. That's fine. Great. We have a software package where you're gonna have the features X, y and Z. It's $10,000 a year. Let's get you signed up for it. If that's what works for you, we're gonna fill all needs here. This is your ideal package. However, if you want to come in in a smaller price and you want to start out, we could start out with five of your facilities instead of 10. You get started at $5000. You just have less features and you'd have less employees. It would be utilizing it, but it gives your company room to grow Which of these options were expressed for you? It gives someone in a business setting two options to go to their managers with. So if their managers are obligated to immediately shoot something down simply based on price, you have something else to fall back on. So you're not just sitting there with your hands like what happened? I don't know. Uh, they works out really well, and it's actually surprising how often people will come back with the higher priced option . Ah, in a choice clothes. And a lot of that kind of comes down to the idea that the higher priced option should be something along lines of all the bells and whistles, right? It's everything they dreamed of everything that they really want and need. If you're doing a choice close, sometimes you are the majority. The time we're gonna wanna have is your secondary option is something that maybe fits the majority of their needs. What, Mrs A few. Or it's something that they can use to grow into a larger set or something that purely fits their budget and solves their problem. Kind of that. Your baseline, you might even to throw 1/3 option. And they're depending on what you're looking at. There's a lot of different things you can do with a choice. Close. My personal favorite is finding like, ideally, that perfect version of what they want. And then a slightly different one that making more likely afford is, um, kind of the idea that if we confined the budget for this, we can do it. But if we can't, we have a fall back. Another great thing you can do with it is fine to things that are similarly priced. Um, maybe off by a little bit. And that way you have. You know it's gonna be around a certain dollar value once your deal does come in. This can be known effectively also to find two options that are actually radically different. So this is actually something that's pretty easy to do in the furniture industry. You can have people will oftentimes fall in love with a very expensive couch were very expensive. Bet that's outside their price range. Um, and when you get down to a close, you could even say something along. Was it? Hey, great, this couch over here, the the leather in one, The recliner that you love. It was $4000. It's amazing. Great. That sounded like the perfect house for you. This one here. This comes in a $2000. It sounds like a pitcher budget. More mean. If you had to choose between the two, which one works best for you and then they would probably tell you, yeah, this $1000 couch because we've established. Like I said this, it's in their budget better. But it's going to get you through the sales process, right? It's going to get this process it prospect. Finish. It's going to get them processing out of your store that were able to move on to the next prospect. That's the choice. Close. It's pretty simple. It's giving people two options. Uh, just make sure both options make sense for you to do is deal, And both options are a win for the customer. Thank you. 4. Suggestion Close: Hi, Junior. In this video, we're going over the suggestion clothes for this one. You've gotta have good rapport with your prospects. So this is usually really good after an extensive discovery process with your client. So you've gone through kind of all of their needs. You've looked at why they want to do certain things and you've had a good looking in a business to business sons, what they're doing with their company. Or if you're doing a person to person sale, you had a good look at what they're doing with their home or what they're doing with their finances. If your finance call, we fully established our solution based on all of their needs. And we connected with the prospect in a way that allows us to feel comfortable giving a suggestion, kind of like how you might meet someone on the street and ask them what a good restaurant to go to is after a short conversation. You want to be comfortable with the prospect at this point, That way they trust you. This works really well in a long term business relationships. So if you got a customer you've worked with for a while, they come in. They trust you. You're working with them and you're able to basically just say, Hey, Bob, been working with you for the last five years. My experiences. You typically order about 500 of these every two weeks. Why don't we just start ordering once It'll save you on the shipping cost. It'll save us on the shipping time, and we both have to process less orders. Bob might be all about that. That actually might be good. And you might have a metric based on larger deal size, Uh, that they're judging you on now. That's how you can process that through. You can run two scenarios where you're discussing in a person to person sale. You know, this is what your function is for your finances. This is what you want to do in the future. So you might talk off someone's vacations if your financial planner, right. So I want to take one vacation a year. I want to be able to go to Hawaii one year. I'm gonna go to Europe another year. I want to go on to go all these big places. Um, I know I can only afford to do one big trip a year. So that's what I want to do. How do what do that, Um is really where you're gonna want to get in a financial call it that. What are your goals? That's how. Let's talk about how we can do that. Um, if we're talking to someone, say, like, an insurance, what you wanna really dry and connect with them kind of would report and then build into what they would like it to look like. If something were to happen, right, Ideally, nothing would happen. But se you did pass away. What does your family need on what you get? People to really open up with you on what their actual needs our they are able toe fully share and actually kind of takes a load off with, um because not only are they sharing exactly what problems they probably worry about, they're actually going to be sharing with you, um, things in the future that could really come up. So this guy, in the first example that was buying product twice a month for 500 he may have been buying 500 units twice a month because about every two weeks they were about to run out, and there was a scramble, right? Never thought to buy more than what you need for two weeks, because when he started the business, that was how he planned it, right. But at that time, he probably wasn't originally making $500 orders. It just became a baseline of what he did. You might work with the customer that thinks they need X, y and Z, and by having the ability to challenge them on that, you may be able to get to a different future. Said That solves that problem better. So you might work with the customer. Say you're selling a CRM customer service, our customers resource management system. It's where you're gonna be tracking all of your sales orders and customer data, right? So say you're working with a customer that needs something like that and they talk to you and say, Yeah, I want something where I basically I put in a customer, I add notes. I tracked the sales in it. That's all I want to do. I want basic functionality and you're talking to them. You find out they have a really long sales process because they're doing projects and there's a whole nother section of the product you're selling that actually deals with project management, and you can break that process down. So at any time someone had grown a report and see where all the projects there, they're all working on our abs, right? It's a pretty cool function. It's not standard. It's an add on. But it's something that you know your prospect can use your product to do. So you would go over that with them, right? You'd say, Hey, look, you talked about needed projects we've discussed You know pretty well that you're gonna need that in the future. Anyway, my suggestion would be to start with it because you get a discount. Um, you may also distrust people kind of their scheduling. And when they did deliveries by or a physical product, that was really easy to say. Hey, based on what you've told me, you need this by Wednesday, all right. It's Thursday right now. So where you should probably schedule this for delivery by Monday afternoon, the latest because they're storm's coming, and I want to make sure that these get there on top. You just want to look at the situation. You want to make a suggestion based on what you know here, you want to be the expert. It's very easy to be the expert when you know what you're talking about and you have a connection with the customer. So building reporters huge its sales, something we always need to work on. And once we have that report revealed to make suggestions that move us towards a close, that close could be. I'm suggesting this products that I'm suggesting splice delivery day. This is the features that I believe you should have on your software, all kinds of Justin's suggestions that you can make, um, that seem helpful and are helpful and are fully based upon that clients needs, and that really helps to bridge that connection there as well. So not only are you improving your report by making and educated decision based on their needs, you're able to help them build that longer lasting relationship because you've used your expertise to really influence their company and make everybody's kind of lives better 5. Urgency close: hi. Because he is one of the most important parts the sales process. You can build enough urgency. You can cut your sales process in half, if not more. There's deals that I've seen come through and I've worked on where it takes a day, sometimes only a few hours to close even some significant deals simply because the urgency is there. What is Urgency? Urgency is something that you're gonna build based on a timeline. So everything in sales is going to want to be formed around a timeframe for you. If you know your typical customer takes a week to make a decision, that's a good starting time on. You can start by saying, Hey, my typical customer takes about five days to make their decision on a business cycle. Five. Business days. What does it look like for you? What's your approval process? You might run into three months. You might have people come into a story or working. If you're selling furniture, you say, Hey, what's the time frame? You're looking at getting this purchase by they might say, Hey, we're not even looking to buy right now. We're just bored him on a look. Um, they could also say yes. Some were actively just gonna find the couch that we need or the bed that we need. And we just want to get this taken care of today. Um, but you want to make sure that you have that timeline down and you understand what your prospect is coming from, because if you have that, you can use it really well to create urgency. Um, you might be working with a customer that has a project that they need to dio that they want to get started in their timeline. They might be thinking, All right, I'm gonna buy your software, or I'm going to buy these products from you. And in my mind, I'm starting my project on the 23rd of October. So I need these tall arrive on the 22nd just so I know that I have Well, you're selling software. Software actually takes a little while set up usually. Usually there's a couple weeks of set of time implementation and then kind of training people on how to use it. So in my seat, you might say, Hey, you want to launch on the 23rd? You really have a much shorter time friend. And what you think this scenario, we're already as September 23rd we're a month away, right? What is your motives your purchasing process looked like because on my end are typical set up takes to be so realistically, we have two weeks to decide if you're buying this or not. That drives urgency inside your sales process because not only are you establishing that the timeline for their companies shorter than what they thought because you have your implementation process. But you made them think about their purchasing process and how long that's actually gonna take for them to go through and say, This is what I need to do to actually purchase a with this prom it and get it set up so they can achieve their goals. The company. You can also run into the situation. More people, They want something right now, right? If they come in with that mindset, it's really good to take that urgency and run with it. So if you meet someone, someone and their prospect and they come in and I like, Look, I've been trying to find a solution for this. What can we dio? What we need to do to get to set up. You want to take that are consumed. You want to run with it. So it might mean even asking less questions. You might just establish a baseline need for what they want and just get that sale done and then grow that account. Maybe later on. Um, the idea is that everything you do wants to be building towards having that final decision and building that urgency timeline is the best way to do it. If you're in a situation where there's not a time that you might want to do some kind of a limited time offer, right. So say you're judged most a month, like most sales reps are, you won't get approval from your boss to say, Hey, if I can do 10% less if you sign this month, that gets me to my quota. You can even be honest with customers. That works out really well. People really appreciate honesty. If you tell them Hey, on the sales were up. I've gotta hit a certain number. I can give you 10% off if you're able to actually sign by the 31st of this month Are you able to do that? If they are, you can drive urgency. That is, they want to save 10%. That really will help you a lot to push deals through based on price, especially if you hold to that. So one thing that will slow down urgency is if you establish a timeline, you build it and see around it and then something like you cave off of it. You kind of establishing that as a new baseline toe removal urgency. So if you have a pricing, ah, situation, you get the approval. But you don't have followed from your customer. You know that from last go away and you have to stick to that. Otherwise, you're building up the idea that, yeah, we'll just do the price discount whenever we want. Had nothing to do with actual timeline that we'd set up. Um, you can use regulations if you're in any kind of industry where there are government regulations, for they have to have mandated security precautions. So say they're doing some kind of training, and your company provides training. You can have, um, certain deadlines for things like that. So every year there's a groups the training they have to do. Maybe there's one that our new law coming out You can call people and say, Hey, I know you have to do this new law. It's in California. You gotta have it done by January 1st. Here is Here's a weaken Dio. Do you have a solution for that? No. Well, you need one. You're driving urgencies towards the end of the year. Say, we're on q four. Had this law takes effect. What are you doing about it? You know, then they're like, Oh, my, I have to take care of this. Um, you can also get into a more companies if they don't have urgency. They're just looking for a way to do something. Maybe your product actually going to save them time and money, Right. So say your product is going to save somebody three hours a day and work just because they want to do as much data entry. You're helping them go paperless with your software so you can say Hey, five days a week, three hours a day. That's 15 hours a week. We're going to save you. That's a whole person in a week for in a four week timeframe. That's a person 1/2 a week. There's a person at a time in a four week timeframe that is a week and 1/2 of someone's workload that's just alleviated. And maybe that those resources get put back towards driving more efficiency in the organization. Maybe those resource is get put towards driving more sales. Maybe you thought you're gonna have to hire another person just to handle this. And now you've got a piece of software that cost pennies on the dollar compared to a full person sitting there doing this job. And if you lay out the cost of that and kind of how much longer it's gonna take to continue doing that for them and how much pain they're actually gonna be in you just twist that knife on the pain side there of Hey, they're going through this. You're wasting a lot of time here. The sooner we get the son of the Sooner Life is gonna be easier. Let's do it. You can drive urgency. Usually that something was costing them money. You know, people move, make decisions based around finance. If I can save you $1000 a month by you buying this product, you're not gonna have toe have more people doing the work, and I'm gonna have to hire more people. It's way more cost effective. We didn't the Senate for you like now, because you are not gonna have the ability to continue with your current staff without buying more. He already told me that we're without bringing in more staff. You've already told me that you have to grow where you have to have a solution. So we need to get this taken care of because your business is booming and you have more important things to do than just think about this process. So let's get this taken care of, and then you can go back to running your business for this to work. A lot of times you do have to also have a strong relationship with the client, so you have to have an understanding of their business. They have to have a trust in you so that you can drive that urgency. Um, if you just run into a situation with a huge push towards we have to do is now we have to do this now, uh, and make a urgent make urgent kind of feeling decisions and pushing people towards the close immediately. You can really just firebomb yourself. So you want toe kind of use this when you know people. When you fully understand the situation and they trust you and you feel like you have their full attention and trust, you know you could be you've seen as an advisor on this situation for them, the last thing you want to do is make recommendations and push toward the close when you're nowhere near that point in the process. Sometimes driving urgency can actually help you to find out where you are in the process. So say you think you're ready to close, but natural ality, your prospect needs a little bit longer. So I've been in situations where I'll be talking with the prospect, and it seems like everything's lining up for Yeah, we need to do this one day. Get this product set up so we can change how we're doing the functions in our company. It's gonna save us time and money, but we're midway through the year. The new budget doesn't start till January, so I make moves based on the idea that we're gonna save money if we implement this now. So let's do it. And we make some moves and conversations and that leads us down that path and they come back with Hold on. This isn't what we're doing. I needed to get information. There's a whole part of the approval process that we need to finish on around before we can do anything we're planning on launching in January because we can't launch now or budget doesn't allow for it. Everything is buttered it on a yearly basis. Anything new has to happen in January. Those are situations you could very easily run into. Is there situations that, if you want into a really urgent situation or a situation where you're choosing to focus too much on urgency and not too much? Uh, not so much on have a company might process or time their time frames, You may create more of an urgent situation than there is, and you can lose a lot of trust in doing that, cause it looks like you're just pushing and pushing and pushing for the sale, which he really kind of wanna push lightly towards the sale at first and trying to find out all your boundaries before you have the full trust and know when you can push hard for. This needs to happen. Let's do it. Um, and that's kind of the urgency. Close. Find their pain points, find their timeline and then use their pain points to work within the timeline on make sure that we hit that date. Biggest thing you can do for this is say, if we achieve this goal by X date done, we can have a signature down our agreement and we could launch the product by the date that you need Timeline drives everything.