Closing a call is a crucial step in any sales conversation. It is the point where you ask the customer to make a decision and commit to the next step. This step can often make or break the deal, making it essential for salespeople to be skilled in the art of closing.

One technique that salespeople use to close deals is alternative closes. An alternative close involves presenting the customer with a choice between two or more options, with the goal of guiding them towards a decision that leads to a sale. This technique is especially effective when the customer is hesitant or indecisive, and it can help build trust and rapport with the customer.

In this blog post, we will explore the five steps to closing a call using alternative closes. By following these steps, you can increase your chances of closing a sale, build stronger relationships with your customers, and ultimately, grow your business.

We’ll start by summarizing the main points of the conversation and addressing any objections the customer may have. Next, we’ll present alternative options to the customer, explaining the benefits and drawbacks of each option. Then, we’ll ask the customer to make a decision and confirm their commitment to that decision. Finally, we’ll end the call on a positive note and provide any necessary follow-up information.

Whether you’re a seasoned sales professional or new to the field, mastering the art of closing calls is essential for success. Alternative closes are a powerful tool that can help you build trust, establish rapport, and close more deals. So, let’s dive in and explore the five steps to closing a call using alternative closes!

 

Step 1: Summarize the discussion

Before asking the customer to make a decision, it’s important to recap the main points of the conversation. This summary serves as a reminder of the value proposition and helps the customer to focus on the key benefits of the product or service being offered.

To begin the summary, start by acknowledging the customer’s pain points and goals that were discussed during the call. This shows the customer that you were listening and that you understand their needs. Then, highlight the features and benefits of the product or service that address those pain points and goals. This reinforces the value proposition and demonstrates how the product or service can help the customer achieve their goals.

Once you have summarized the discussion, ask the customer if they agree with the summary. This confirmation ensures that the customer is engaged in the conversation and that they are still interested in the product or service. If there are any disagreements or misunderstandings, this is the time to address them and clarify any points that may have been unclear.

Summarizing the discussion is also an opportunity to position the alternative options that will be presented in Step 3. By reminding the customer of the features and benefits of the product or service, you can create a foundation for the alternatives that will be presented.

In summary, Step 1 of the alternative close technique involves recapping the main points of the conversation and confirming that the customer agrees with the summary. By doing so, you reinforce the value proposition and create a foundation for the alternatives that will be presented in Step 3.

 

Step 2: Address any objections

In any sales conversation, it’s likely that the customer will have objections or concerns. These objections could be related to the product or service being offered, or they could be more general concerns about the company or the sales process. Regardless of the nature of the objection, it’s important to address them in order to move the conversation forward.

The first step in addressing objections is to encourage the customer to share them. This can be done by asking open-ended questions, such as “What concerns do you have about the product/service?” or “Is there anything that’s holding you back from making a decision?”

Once the customer has shared their objections, it’s important to respond in a way that acknowledges and addresses their concerns. One effective technique is to use the “feel, felt, found” method. This involves acknowledging the customer’s feelings, sharing a similar experience that you or another customer has had, and then providing a solution that addresses the objection.

For example, if the customer is concerned about the price of the product, you could respond by saying, “I understand how you feel. Other customers have felt the same way, but after using the product, they found that the cost was worth it because of the benefits they received. Would you like me to go over those benefits again?”

If the objection is related to a specific feature or aspect of the product or service, it’s important to provide additional information or clarify any misunderstandings. This could involve providing more detailed information about the feature, sharing customer success stories, or offering a demo or trial period.

By addressing objections in a thoughtful and respectful way, you can build trust and rapport with the customer. It also demonstrates your expertise and commitment to finding a solution that meets their needs. Once the objections have been addressed, you can move on to Step 3: offering alternative options.

 

Step 3: Offer alternatives

Once you’ve summarized the discussion and addressed any objections, it’s time to present the customer with alternative options. The goal of this step is to guide the customer towards a decision that leads to a sale, while still giving them a sense of control over the decision-making process.

Start by presenting two or three options that are relevant to the customer’s needs and goals. These options could be related to pricing, features, or service levels. It’s important to position each option in a way that highlights its unique benefits and drawbacks, so that the customer can make an informed decision.

For example, if you’re selling a software product, you could present the following options:

Option 1: The basic package, which includes all essential features but has a limited number of users and support options.

Option 2: The standard package, which includes more advanced features, additional users, and enhanced support options, but at a higher price point.

Option 3: The premium package, which includes all features and unlimited users and support options, but at a premium price point.

As you present each option, be sure to emphasize the benefits that are most relevant to the customer’s needs and goals. You could also use social proof to reinforce the value of each option, by sharing customer success stories or testimonials.

Once you’ve presented the options, ask the customer which one they prefer. If the customer is still hesitant or unsure, you can use additional techniques to guide them towards a decision, such as summarizing the benefits of each option or asking them to rank the options in order of preference.

Overall, offering alternative options is a powerful technique for closing a call. By presenting the customer with multiple options and guiding them towards a decision, you can increase the chances of closing a sale while still giving the customer a sense of control over the decision-making process.

 

Step 4: Ask for the customer’s decision

After presenting alternative options, the next step in closing a call is to ask for the customer’s decision. This can be a daunting step for many salespeople, but it’s an essential part of the process.

When asking for the customer’s decision, it’s important to be direct and confident. Ask the customer if they’re ready to make a decision, and if so, which option they’ve decided to go with. If the customer is still undecided, ask if there’s anything else you can do to help them make a decision.

It’s important to remember that the customer may still have questions or concerns at this stage. Be prepared to address any additional objections or provide more information as needed. By doing so, you can increase the chances of closing the sale and ensure that the customer feels confident in their decision.

If the customer decides to move forward with the purchase, it’s important to provide clear instructions on the next steps. This could involve finalizing the order, scheduling installation or delivery, or providing additional resources or support.

It’s also important to express your appreciation for the customer’s business and reinforce the value of the product or service they’ve chosen. This can help build long-term loyalty and encourage repeat business in the future.

Overall, asking for the customer’s decision is a critical step in closing a call. By being direct and confident, addressing any remaining objections or concerns, and providing clear instructions for next steps, you can increase the chances of closing a sale and build strong relationships with your customers.

 

Step 5: End the call positively

The final step in closing a call is to end it on a positive note. This step is often overlooked, but it’s crucial for building strong customer relationships and leaving a lasting impression.

To end the call positively, start by thanking the customer for their time and business. Express your appreciation for their decision to work with you and for the trust they’ve placed in your product or service.

Next, provide any additional information the customer may need, such as confirmation of their purchase or delivery details. Ensure that the customer has everything they need to move forward with their purchase or decision.

Finally, end the call with a friendly and upbeat tone. Wish the customer a great day or week, and let them know that you look forward to working with them again in the future.

Remember that every interaction with a customer is an opportunity to build a long-term relationship. By ending the call positively and leaving a lasting impression, you can increase the chances of repeat business and referrals.

In addition to ending the call positively, it’s important to follow up with the customer after the call. This could involve sending a thank you note or email, providing additional resources or support, or checking in to see how the customer is doing.

Overall, ending the call positively is a critical step in closing a call. By expressing your appreciation, providing any necessary information, and leaving a lasting impression, you can build strong customer relationships and increase the chances of repeat business in the future.

 

Conclusion

In conclusion, closing a call is an essential skill for any salesperson or customer service representative. By following these five steps, summarizing the discussion, addressing objections, offering alternatives, asking for the customer’s decision, and ending the call positively, you can increase the chances of closing a sale and building strong customer relationships.

It’s important to remember that each customer is unique and may have different needs and preferences. As such, it’s important to tailor your approach to each individual customer and be flexible in your communication style.

Furthermore, the sales process doesn’t end with the close of a call. It’s important to follow up with customers after the call, provide additional resources or support, and check in to see how they’re doing. This can help build long-term relationships and increase the chances of repeat business.

Ultimately, closing a call is about building trust, providing value, and leaving a positive impression. By following these five steps and focusing on the needs of the customer, you can become a more effective salesperson and build a successful career in sales or customer service.