Hi Talnet, as my first contribution, I would like to share a list of closing techniques that I’ve compiled about a decade ago. I believe these can serve agency recruiters pretty well.

1-2-3 close

Summarize in sets of three items. We will give you this, that and the other.

This may be features of the product, benefits or add-on sweetener items.

There are two ways to do this: they may either be closely related (to reinforce a single point) or may be quite separate (to gain greater coverage).

Most customers want products that are free, perfect and available now. This is the classic business measurement trilogy of cost, quality and time.

Examples

This product is cheaper, faster and more reliable than the competition.

The houses here are better-looking, better-built and better-equipped than those on the other development.

If you buy today, we will give you insurance, tax and a full tank of fuel.

How it works

The 1-2-3 Close works through the principle of triples, a curious pattern where three things given together act as a coherent set of three hammer-blows that give a compelling message.

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Adjournment Close

Technique

Do not go for the sale now. Give them time to think. Tell them that they probably need time to consider the offer you have made.

Use this when:

You can see that they are not going to decide now.

You have set up enough tension that you are reasonably convinced that they will indeed seriously consider the deal and are likely to come back.

Given some more time, it is likely that they will buy more (for example if they are at the edge of a budgetary period and their current funds are low).

The relationship is important to you, and them making a wrong decision now would affect the chances of making sales in the future.

You do not need to make the sale today (for example you have made your quota and this sale would be just fine for next month).

Combine this with setting up the next meeting, when perhaps you will be able to solidly close the deal.

Examples

This is an important decision for you and I think you need time to consider how important it is. Shall we discuss the details further next time I see you?

I can see you’re thinking very carefully about this. Shall I come back next week to see how you are progressing then?

How it works

In many sales situations the relationship is very important as the sales person will be going back to the customer with more sales to make. It is thus a bad idea to push them into a decision when they are not ready and may later be unhappy about this.

Offering an adjournment can be a nice surprise for the customer, who may be expecting a harder style of selling. This sets up an exchange tension, encouraging them to pay back your offer of time with later agreeing to the deal.

The Adjournment Close is particularly easy to manage when the sales person visits the customer, as opposed to having to hope that they will call back.

Affordable Close

Technique

Close out any objections they have about price by making sure they can afford it.

Find how much they can afford. Then show that you have a finance plan that fits their capability to pay.

Bring in other factors to reframe the real price, such as lifetime costs.

Show the price of not buying - for example the cost of continued ownership of the current car.

Strip down what is being sold to the bare minimum. Remove all the options (and maybe sell them as separate items).

Sell them something else they can afford.

Last option: bring your price down to what they are prepared to pay.

And always remember the caveat: do not close people into debt they will not be able to repay.

Examples

How much per month can you afford...yes, we can make a deal for that...

The initial costs seems high, but by the end of the year you will have recouped the costs.

The basic model will fit into your price range.

The maintenance costs on this are very low.

The cost per page of this printer is the lowest in class.

If we can bring the price down to what you say, will you buy today?

How it works

The Affordable Close works by structuring the finance of the deal to fit into the other person’s ability to pay.

‘I can’t afford it’ is often more of an excuse than a real objection. If they really do not want to buy, you will find that they will immediately jump onto another objection.

Alternative Close

Technique

The alternative close works by offering more than one clearly defined alternative to the customer.

The number of alternative should be very few - two or three is often quite adequate. If you offer too many alternatives, the customer will then be faced with a more complex problem of how they choose between the many alternatives offered.

Note that this technique works well in many different situations where you are seeking agreement, and not just selling products.

An extra technique that can be effective is to add a slight nod when offering the preferred choice. This can be accompanied by subtle verbal emphasis on the words.

Examples

Would you prefer the red one or the yellow one?

Would you like one packet or two?

Which of these three instruments seems best for you?

Shall we meet next week or the week after?

How it works

The Alternative Close is a variant on the broader-based Assumptive Close and works primarily through the assumption principle, where you act as if the customer has already decided to buy, and the only question left is which of a limited number of options they should choose.

Artisan Close

Technique

In the ‘Artisan Close’, the sales person emphasizes the art, skill and ability that has gone into the creation of the product or service that is being sold.

Examples

This Kitchen Mixer has been designed by skilled engineers and designers who have literally thousands of hours of study behind them.

It may seem like a simple adjustment, but it took three years of training to know how to make the right adjustment.

How it works

When we are going to buy something, we evaluate it in terms of the work that went into it. If we think it was easy to make, then we value it less. Often we do not realize the effort and skill required to produce something and hence think it is worth very little.

Selling with the Artisan Close adds perceived value simply by describing the skill of those who made the item and the time spent in producing it.

There is a similar and slightly different effect in service, where the perceived value can be enhanced by explaining the training and skill of those who will be delivering the service.

Ask-the-Manager Close

Technique

Tell the customer that you only have limited authority to give discounts and that you will have to ask your manager to give more. You can at this point ask if the customer wants you to do this.

Then go to speak with the manager. Come back and say you have managed to persuade the manager to give an extra discount.

Example

I’m sorry that’s all the discount I’m allowed to give. But we’re a bit below target and I’m sure if I ask my manager she might shave a little more off for you. Is that ok?

(Goes to rear of store where animated conversation with much hand-waving can be seen. Then returns).

Well, she took some persuading but I said we are nearly there so she agreed to an additional discount of one point seven five percent...

How it works

The basic principle here is that in approaching their manager, the sales person is setting up an exchange: they have put themself out for you, so you are now obliged to do something for them – like buy the product. This is amplified as the manager can be a fear-inspiring figure of authority, thus making the salesperson a courageous warrior, fighting on behalf of the customer.

Having to ask the manager also puts a break in discounting and some people will pay the given price rather than add the hassle of the manager’s intervention.

There are several variants of what happens when you go to speak with the manager, including whether the manager is visible and whether the manager comes to speak with the customer. A simple but effective method is that the customer can see you arguing with the manager and clearly taking some heat on their behalf. You then return with the final offer.

Assumptive Close

Technique

Act as if the other person has made the decision already.

Turn the focus of the conversation towards the next level of questions, such as how many they want, when they want it delivered, what size they need, and so on.

Examples

When shall we deliver it to you?

What will your friends say when they see it?

Will 20 cases be enough?

Where will you put it?

How it works

The Assumptive Close works by the Assumption principle, where acting confidently as if something is true makes it difficult for the other person to deny this. For them to say you are wrong would be to cast themselves as an antisocial naysayer.

Note: This is one of the most common closes used. Many other closes, such as the Alternative Close are variants of the Assumptive Close.

Balance-sheet Close

Technique

List both the benefits of the purchase (the pros) and also the costs (the cons). Of course, the pros (the reasons to buy) will win.

You can even write it down like a balance sheet. Make sure the ‘pros’ column is longer and more impressive, of course.

Cons include things they wanted but are not getting.

Start with the cons and keep them short. But do make it sound credible, as if you are giving them fair consideration.

Then cover the pros. Perhaps sound pleasantly surprised as you describe them.

Sound reasonable, as if you are on their side.

Sound almost as if you are talking to yourself.

Examples

Well, although it costs this much and is a bit big, it will sound really good and fit well into your house decor.

Let’s weigh things up. You’re not getting ..., but you are well within your budget and will have ..., ... and .... Hmm. That’s good!

How it works

The Balance-sheet Close works by building Trust through appearing to taking a balanced and fair approach. It guides the other person’s thinking and hopefully saves them the trouble of weighing up the pros and the cons.

This is also known as the Abraham Lincoln Close (Lincoln was a lawyer and often used this technique in his cases) or the Ben Franklin Close.

Best-time Close

Technique

When people are procrastinating or will ‘be back’, emphasise how now is the best time to buy. All sales people know that ‘there are no bebacks’.

Invoke seasonal effects, such a Summer, Christmas and other holidays.

Remind them of other short-term reasons, including sales, weather, and so on.

Find out other personal reasons why it is good to buy now, such as their partner’s birthday, etc.

You can even do a reversal on ‘never the best time to buy’ by showing how this makes now as good a time as any.

Examples

We only bring these into stock for the Christmas season.

Summer is coming. Do you have all the garden furniture you need?

The forecast for next week is for sun. We have limited stocks of sun lotion.

The best time to buy is now, whilst...

There is no ‘best time to buy’ which makes now the best time.

If you were going to start saving money, when would you start?

How it works

The Best-time Close works by emphasising how now is the best time to buy and how delaying is not the best thing to do.

Bonus Close

Technique

When they are dithering close to a decision, offer them something unexpected and un-asked for that delights them.

All it needs to do is make them say ‘Ooh, that’s nice’. Or something like that.

A simple equation: delight = expectation + 1

Try and figure them out before using this close: for some people it will open them up again as they seek to gain more concessions.

Examples

You know, I’ve had a good day and am going to give you batteries for free.

Hold onto your money: I’m going to add an extra towel to the pile.

Well, you’re a good customer so I won’t charge for delivery.

How it works

The Bonus Close may work in several ways. First, the bonus is a temptation that

When they emotionally close on the bonus, the sensation of closure may also leak across to the main subject.

When they feel they have got something for nothing, they may agree to the deal for fear that you may take it away from them again.

You may also create a sense of exchange, where because you have given them something.

The Bonus Close is also known as the Delighter Close or the Extra Close.

Bracket Close

Technique

Make the other person three offers.

First offer them something sumptuous and expensive that is beyond their budget. Not so far beyond them that they would not consider it. Ideally, it is something they would look at wistfully but just couldn’t justify (if they do, it is your lucky day!).

Secondly, offer them a solid good deal that is within their price bracket. It may not have all that they wanted, but it is clearly good value for them.

Finally, offer a severely cut-down deal in which very little of what they want is included.

They should, of course, go for the middle option.

Examples

Well I can do you a full kitchen system with Neff units, brass tops and hand-cut ebony edging. It’s a bit pricey but is amazing quality.

A really good option is with Bosch units, hardwood tops and matching edging. This is remarkably good value.

If you are on a very tight budget, we do have some basic units, a nice laminate finish and matching surrounds.

How it works

The Bracket Close works by contrasting the preferred option both upwards and downwards.

Rejecting the higher option lets the other person feel good about not spending too much. By comparison, the option they choose seems quite prudent and they may even feel they have saved some money.

Rejecting the lower option lets them feel they are not a cheapskate and can afford something of value.

Calculator Close

Technique

Rather than just quoting a price, get out a fairly large calculator and bash away on the keys for a while. Mutter things like ‘less discount’ and ‘I’ll take another 2% off, just for you’.

Then either read out the price or turn the calculator around to show the customer.

Examples

Right, the label price is 1200. Hold on a minute ... right, with the sale reduction and the extra discount for today ... does that look right to you?

How it works

Working on the calculator implies that you are not just quoting any price, but working out something special for this customer. You are also performing what seems to be a difficult task and exude an air of authority. Both of these invoke the exchange principle, where the customer feels more obliged to agree to the sale.

Showing the price also gives a finality to the action. To ask for a further reduction would mean you would have to recalculate and so oblige the person further.

This close is popular in particular professions and places, particularly in high-value sales such as jewelers and car sales. It is also useful to people who do not speak well the language of their customers.

Calendar Close

Technique

If they are not ready to close now, agree a future date when you can meet to discuss further. This at least keeps the deal alive and you return to fight another day. It may also be just what you are seeking to take you to the next step in the deal strategy.

Putting dates in the diary may also be an assumptive method, assuming that closure has taken place and that it is just a matter of when.

Examples

When shall we make the next coaching meeting?

Are you free next Wednesday at 3pm?

What new things shall we discuss next week?

How it works

Putting a date in the diary is easy for the other person, and may be agreed as an exchange for you not pressing further for a close now.

Dates in the diary also get them thinking about the future, which may be a good thing as this attention will then keep them engaged in your subject-matter.

Companion Close

Technique

Rather than sell directly to the person you are targeting, sell to a person they are with.

This can be a husband, wife, child, friend, grandparent, etc.

Start by being friendly with them (the target person won’t mind this) then gradually increase the selling to them.

Cast them as an authority (particularly as they buy into your idea).

When they are making approving noises or say they would like one, start selling to the real target of the sale.

Rope in the companion as a sales assistant.

If you are lucky, you might make two sales!

Examples

Hello young man, that’s a nice hat! Do you like shoes too?...Do you like these?

Good day sir, madam...You seem to like this too, madam...Which shade is best?...

How it works

The Companion Close works because the companion to whom you are selling the idea does not have to make a financial or other commitment and so will be more ready to agree with you.

When the real target of the sale sees that the other person has agreed, they are more likely to also agree, in order to maintain consistency with their thoughts of their companion being intelligent and to maintain harmony in their relationship with them.

Compliment Close

Technique

Be nice to them. Tell them how wonderful they are. Be amazed and impressed by them.

Cast them as the expert so they sell to themselves.

Tell them how good they look or sound.

Tell them how others will be impressed by them.

Tell them how impressed you are with them as a person. Admire their integrity.

Then ask for the sale.

Also compliment them on previous decisions. If you are selling cars, admire the car they already have, although you can also appreciate their need for a new one.

Examples

Wow. You really know your stuff. Would you like to buy this now?

Well, as you are the expert, you will understand how good this is.

That dress looks really good on you, madam.

Your friends will be impressed when you show it to them.

How it works

The Compliment Close works by flattering the other person, massaging their ego so they are more concerned with feeling good than parting with their money.

It can help to associate the person with the product, so they feel their sense of identity becoming attached to the product.

It also works by being nice to the other person so they feel obliged to be nice to you and buy your product.

Putting the other person on a pedestal and admiring them encourages them to live up to the high expectations you have of them.

Complimenting them on a previous purchase is telling them that they make good decisions (and hence can make a good decisions this time too).

The Compliment Close is also known as the Vanity Close, the Ego Close or the Flattery Close.

Concession Close

Technique

Offer a concession of something they want in return for them buying the product.

You can be explicit about wanting an order in return for the concession or you can give the concession without asking - the other person will very likely still feel they owe you something for it.

Examples

If I reduce the price by 10%, will you take the product today?

Well, I think you deserve a free case with this.

Listen, I’m going to throw in a free tank of fuel.

If you are ready now, I’ll make sure it is delivered by the end of the day.

How it works

The Concession Close works by offering the other person something and either requesting or implicitly expecting something in return - usually the sale.

The Concession Close is also called the Trade-off Close.

Conditional Close

Technique

When the other person offers an objection, make it a condition of resolving their objection that they make the purchase.

You can also use this approach to make any trade - for example if you want them to watch a promotional video, offer a cup of coffee.

Always, by the way, phrase it in the form ‘If I...will you...’ rather than ‘Will you...if I...’. This is because our brains work very quickly and starting with ‘will you’ causes them to begin thinking immediately about objections and they may miss the exchange. On the other hand, starting with ‘If I...’ will cause psychological closure on what you are offering thus drawing them in to the close.

Examples

You say you want a red one. If I can phone up and get you one, will you take it today?

If we can figure out the finance for you, will you choose this one?

If I get you a cup of coffee, would you like to sit down and look through the brochure?

How it works

The Conditional Close uses the Exchange principle to build a social agreement that if I solve your problem, you will buy the product in return.

Cost of Ownership Close

Technique

Do not talk about price. Instead, talk about the total cost of ownership, including service, replacement and so on.

Then compare this cost against that of competing products.

It is often good to scale this price to annual, monthly or weekly cost, where the overall cost may appear scarily high.

Examples

Competing systems may seem cheaper, but when you take into account installation, maintenance and the lifetime of the product, this system is about half the price!

Because we are so confident about the reliability of our systems, we charge only half the price of our competitors. That means the monthly cost is far less.

If you buy a competing product you’ll be replacing it in two years. This product will last you twice that.

How it works

People often focus on the immediate price and miss the longer term cost that may be incurred. The Cost of Ownership Close works by comparing costs over time rather than up-front payments. If possible, this can be put into effect with staged payments.

Of course you do need a more reliable product if you are going to offer lower service costs. It also helps to have evidence of superior quality.

Courtship Close

Technique

Woo the other person like you were wooing a mate. Pay attention to them. Give them sincere compliments. Buy them dinner, if that is appropriate. Put them on a pedestal.

Generally treat the other person as if you like them, as a person, and that selling is a secondary issue.

If the sale is taking place over a period of time, work hard to develop the relationship. Call them often enough to show your interest. Make them welcome when they visit. Be someone who makes them feel special.

The final request for the sale is like proposing marriage to them. If they truly love you (or at least how you have been treating them), they will, of course, say yes.

Beware of harassment, stalking and other unwanted attention, of course. You want to attract them, not frighten them away.

Examples

You know, it’s just so wonderful how you look in that coat.

It’s so lovely talking to a person like you...No, it’s no bother at all...Let me take that for you...Ho ho, you’re witty, too...

I have a couple of tickets for the game on Saturday. Would you care to come as my guest?

How it works

Selling is very close in many ways to courtship. Or maybe it is the other way around. Whatever, the Courtship Close works by using many of the methods that young men use to woo young women. Or women men, or men men. Or whatever. Courtship varies around the world and even around one country. So know the triggers and press the right buttons and the other person will be flattered enough to buy you, hook, line and sinker.

Customer-care Close

Technique

After a meeting that does not result in a close, call up the customer as the Customer Service Manager. Explain that it is a normal follow-up call to check the quality and customer-orientation of the sales staff.

Ask about the appearance, courtesy and knowledge levels of the sales person. This, in itself, is highly valuable information.

Then ask for reasons why they did not buy. This gives you objection information you can then address. For example, you can say that because they have been so helpful, you (as the manager) can offer an extra discount.

Examples

Hello, Mr. X. I’m the Customer Service Manager at XYZ. I believe you spoke with one of our sales representatives on Monday? We have a strong customer service policy in the company and regularly check to ensure we are helping you at every step of the way. Could you take a couple of minutes to help answer a few questions?

Mr. X, I can understand why it seemed expensive. Well, as you have been so helpful, I can offer you an extra discount today.

How it works

The Customer-care Close shows that you care about the person, building trust and creating a bond between the customer and the Service Manager. It also gives you information that you can use to both improve your sales technique and also handle objections in this sale.

Daily Cost Close

Technique

Reduce the total cost to how much it costs per day (or week, or month).

This is particularly useful for a product or service that has a limited lifetime.

Examples

The phone contract adds up to only 2.00 per day. Pretty inexpensive, eh?

Would you pay 10.50 a week for complete peace of mind? Our insurance package covers a lot for not very much.

How it works

When people estimate cost, they often do so as a single ‘chunk’. By reducing the apparent cost to the smallest possible unit, the person has to do a complex calculation to work out the total cost, which many people will not bother to do.

Demonstration Close

Technique

If you are able to, do a spectacular demonstration of your product that really makes them ‘wow’.

If you can’t do it with them there (which is by far and away the best), then use a video or otherwise add impact.

Give them a go. Let them try and find out for themselves.

Examples

I sell bullet-proof vests. Let me demonstrate...

You won’t believe this. I didn’t either when I first saw it. Just watch...

How it works

The Demonstration Close works by giving them evidence that they cannot deny. The visceral experience of sensing a product being used cannot be beaten by talk or even explicit pictures.

It is particularly effective if they have already predicted that your demonstration will not work as, being forced to revise a prediction they will also have to revise the beliefs on which it was based.

Diagram Close

Technique

Draw a diagram, a doodle, a picture or something visual that explains what you are selling or some critical aspect of it that will lead the customer to closure.

If you can, sit next to the person while you are steadily drawing the picture on a clean sheet of paper. Use different colors of pen if feasible, to help clarify and make the diagram more attractive. Talk steadily through the drawing process, narrating the story as you are drawing it.

Things you can draw include:

Diagrams of how the product works, with parts, movements etc.

Pictures of how to use the product, with drawings of people, process flows, etc.

Conceptual diagrams with circles, arrows and so on, showing how emotions, perceptions, ideas and more can work together.

Graphs of how customer costs will go down, revenue will go up and so on.

Think out beforehand a range of possible pictures at your disposal. Practice drawing and talking through these. Pictures can include explanations of small points as well as major descriptions that lead the customer inexorably towards the close.

Examples

A person selling photocopiers, draws a simple diagram showing how the new patented paper path system leads to less jams.

An electric car salesperson shows in a graph how the initial higher outlay is recouped over time.

A person selling an IT system draws a diagram showing integration with the existing customer systems and how much it can replace. They also show a flow of the service process and how this is now simplified.

How it works

When you draw a picture, it grabs attention, pulling the person in and preventing them from getting distracted by other things and thoughts. Narrating a story as you draw also keeps them interested as the picture and description unfolds.

Many of us think visually and a picture, as they say, is ‘worth a thousand words’. Drawing rather than just showing a picture is an engaging process and helps the learning process. If you just show a picture, the person will likely glimpse quickly at it and not get the fuller meaning. If you try to narrate an existing full picture, the person may be racing ahead trying to understand other parts of the picture and so not listening to you.

Drawing also seems like more effort on your part which creates an exchange dynamic, obliging the other person to respond positively. When you show you care, they have to do likewise.

If you are doing a presentation from the front of the room, drawing can be done on a flipchart or even on a computer system with a tablet and projector. Drawing creates a richer and stimulating variant from slides.

Distraction Close

Technique

Deliberately distract them or wait for a moment when they are distracted by something else, such as the kids playing up, a phone going or something like that.

In other words, catch them in a weak moment when their minds are elsewhere.

Then press for the close. Ask directly for the sale. Give them the contract to sign.

Examples

(their phone goes off). So you do want it now, right?

(there is a lot of disturbance nearby_). Can you just quickly sign here?_

Here’s a cup of coffee. Would you like some cake? Just sign there...that’s fine.

How it works

The Distraction Close works by waiting until they are approaching emotional overload or have only a part of their rational mind on you. At these times, they will not be thinking quite as carefully about objecting, and agreeing to the sale will take some of the load off their minds.

Doubt Close

Technique

Express doubt either about the product or the readiness of the person for the product, but make this a relatively weak and easily challenged statement.

Pause to let the person disagree, which a contradicting person will almost certainly do. If they do not challenge your doubt, then smoothly continue with a summary of everything so far.

Examples

I don’t know if this product is the right thing for you.

I’m not sure if you’re ready for this. Although it does ... (review benefits).

Although most people do not know how to use these, perhaps you can...

How it works

The Doubt Close works by pre-empting their doubting thoughts. If you echo these thoughts, it saves them from having to think the same thoughts. When they accept these, they will begin to trust you and hence will be ready to accept suggestions of other things to think.

Economic close

Technique

Focus on the overall economic situation, showing how the cost is less by considering certain factors.

Show how buying a larger quantity gives volume discounts, reducing the unit cost.

Show how buying alternatives has hidden costs.

Structure deals for them that will cost less overall.

Talk about the longer-term costs.

Examples

You get more for your money in the family-sized box.

Yes, it is cheaper in the next town, but it will cost you more in travel to get there. And you’ve already spent money to travel here.

You can buy on credit card, but our financing system has lower interest rates.

This model, sir, is much better value.

How it works

Many people focus solely on price, and this plays directly to their concern by showing you are trying to save them money. By doing this, you also gain trust and may be able to sell them more. Even those who are not so concerned about price will have it as an issue at some level, and again you will impress them by taking up this cause for them.

Embarrassment Close

Technique

Maneuver them into a position where not buying would embarrass them.

Dissuade them from buying cheap (rather than ‘less expensive’) options by pointing out that they are cheap, low quality, etc. and that more expensive options are much better value.

Tell stories of cheapskates who make ‘false savings’ with the cheap options.

Sell to the people they are with, so the other person would have to disappoint their friends, family, etc. by not buying.

Appeal to their sense of important and affluence.

Examples

This is the cheapest option. This one, however, is much better value.

Hello young man, do you like this? ... Well, madam, I think he’s made a choice!

Not many people can afford this one.

How it works

The Embarrassment Close appeals to emotions such as pride. It uses the Alignment principle to get people to align their buying actions with their self-image of kind, affluent, etc.

It works particularly well if the other person is in a social situation where the embarrassment would be particularly strong, from a group of peers to a person of the opposite sex.

Young men, perhaps unsurprisingly, are particularly susceptible to the Embarrassment Close.

Emotion Close

Technique

Play to their emotions, deliberately evoking specific emotions.

Find if they respond more to positive or negative emotions and act accordingly.

If in doubt, go for positive emotions - these are usually better.

Examples

If you took this home now, how would you feel?

Does holding that make you feel good?

People who do not buy this invariably feel bad later.

How it works

The Emotion Close works because all decisions are based on emotions. Even if you go through a logical thought process, the final step is always emotional.

Empathy Close

Technique

Empathize with them. Feel what they feel. Walk a mile in their shoes. Understand their situation completely.

Then, when they are empathizing back, you decide like they would decide.

You can even talk about yourself, using ‘I’ instead of ‘you’.

Also empathize with the product you are selling and bring this into the equation. Be a match-maker in bringing this great product to a worthy customer.

Examples

I completely understand...and it makes so much sense to me to do this now.

You know, this solution works so well for me.

How it works

The Empathy Close works by first harmonizing yourself with them and then, when you feel what it is like for them to close, they naturally come along with you.

Done well, you will close at the exactly the right moment and for exactly the right reasons for them, and they will come back again and again.

The Empathy close is also called the Love Close.

If you love the product you are selling and love your customers, you will be a truly great salesperson.

Empty-offer Close

Technique

Make them a very kind offer that they cannot take up.

Offer to do something using a thing you have for sale, and which they might feasibly have but probably do not have.

Then sell them that thing. If they do have one, of course you must complete your offer with good grace - it will still help build social capital for you.

Examples

Shall I fit your spare wipers? ... Oh, you have none. Well fortunately, we have some in stock...

Would you like to come to the race day ... Oh of course, you’re busy.

Will you need help setting up the computer? ... Oh yes, of course, your IT people will do that.

How it works

Although the Empty-offer Close does not require that you to giving them something, the rules of exchange means that they still feel that they owe you something in return for your generous offer.

Exclusivity Close

Technique

Explain how not everybody is allowed to buy this item and that some form of ‘qualification’ is needed.

If they do not meet the criteria, you can quietly ‘let them’ buy as a special favor.

Examples

This discount is for local residents only. Do you live in the town? ... Yes, of course I can see you have shopping bags from Rio’s Store.

This is a membership special, sir. You get 20% off if you’re member of our club – it’s very cheap to join.

To start this high-powered course you have to have completed the introduction training. Shall I sign you up for that first?

There is normally a 5% discount for regular customers. Don’t tell the boss but I’ll give it to you if you can pay cash (he won’t find out then).

How it works

When we are told we cannot have something, our sense of control is offended, so we are motivated to take control.

When we find we qualify for something, then our sense of identity is boosted as we gain a sense of belonging to a ‘special group’ (and which makes our satisfaction with the purchase higher).

Extra Information Close

Technique

When they are prevaricating, give them some additional information that will help them decide now.

If they look uncertain, and you do not have extra convincers to hand, you can ask them if they need more information.

Examples

I forgot to tell you that this model has additional flange brackets that offer double the safety of previous models.

This is the last one we have, by the way. There’s been quite a run on them this week.

You look like you need more information – What else do you need to know before you decide?

How it works

How much information a customer needs before they decide is very variable. It is easy to overload them and scare them off, so generally it is better in the first instance to err on the side of caution. This can leave them with not enough information and this is what you may see in their hesitation to close.

It may also be that in their rationalizing of your arguments and their needs, they may have reached a position where they need more information again to get to the finish line. In any case, your job is to find what they need and to give it to them so they have no reason not to buy.

Fire Sale Close

Technique

Explain how this is a one-off opportunity and that prices are low because of a particular circumstance beyond your control. Also point out how time-scales are limited.

Emphasize your misfortune with your manner, being down at heart rather than up-beat.

Examples

We had a break-in at the weekend and a lot of stock was damaged. Insurance covers us so we’re just getting rid of this at base price.

Our supplier went out of business so we grabbed their stocks in lieu of payment. So this is the last lot and we’re just selling them off.

We had a leak in the basement and the boxes are are a bit out of shape. The product is fine but we’re having to sell these last at reduced prices.

How it works

In a real fire sale, goods are variously damaged and sold off at knock-down prices to make what little you can from the damage (the alternative is to scrap them). Other things can damage goods, such as storms and floods. You can also use the same principle for such as a bankruptcy sale.

In a fire sale the buyer also feels they have the upper hand as the seller is going out of business or otherwise disadvantaged.

Future Close

Technique

If they are not ready to close today, then close on a future date.

Perhaps they want to think it over. Ask how much time they need. Ask if they may be ready to buy then. After thinking about this, they may be ready to close now. If not, do a Calendar Close so you can meet up next time.

Examples

How much time do you need to think about it? ... As you consider having thought about it now, what do you think?

When you have thought about it, do you think you may be ready to buy?

When we meet next week, will you have thought it through then?

How it works

The Future Close works by getting them to think in the present about the future, hence bringing the future to now so they can ‘compress time’ and possibly close now.

Give-take close

Technique

Offer them something attractive, then retract the offer, taking it away.

Then make them work to get it back. You might find they’re desperate enough to pay full price.

Examples

Here’s what you were looking for. Oh, hang on, it’s already been reserved for someone else. ... Well, if you want to pay cash now, maybe I could order a replacement in time for the other customer.

Ladies and gentlemen, would you pay 20 for this potato peeler? Of course you would and many have, but I’m not going to let you have it. Not yet. Now I’m going to add this utility knife and this apple corer, both worth 15 each and only ask 25 for the whole lot. Now I’ve only a few left, who’s going to take them? Thank you madam! Yes sir, one’s for you...

How it works

When a person sees something desirable, they start to psychologically close on it. Even paying attention creates a weak sense of ownership. When you take the product away, you affect the person’s need for a sense of control with the result that they will likely fight back, figuratively trying to take back what is ‘theirs’.

The scarcity principle says that people want what is scarce, and the more scarce it is, the more they want it.

Golden Bridge Close

Technique

If you want a person to take a particular option, do not mention it directly, but show how all other options are not feasible or undesirable.

Then let them choose the option themselves.

Examples

Sorry, we’re out of that one...Oh that one is really expensive...And that one has got really bad reviews and I wouldn’t recommend it...

How it works

Sun Tzu, the famous Chinese General who wrote the classic text about winning wars without fighting, said ‘Build your enemies a golden bridge’. By this he mean you corner them, and then rather than fighting (whence they, having nothing to lose, would fight to the death), you back off a little and let them leave with dignity - just in the direction that you want them to go.

The Golden Bridge Close thus works by closing off all options except the one you want.

Handover Close

Technique

When you are getting near to closure or if you are having problems, hand over the actual closure to another person.

You can frame this as a different process, for example where your job was to help the customer choose and the next person is to agree final details, agree price or just take down details.

Examples

Right. Now that we’ve got the fit right, Mr. Jones here is going to help sort out the paperwork.

You have said that price is important to you and Mrs Williams is our senior manager and is going to take over now.

How it works

When the new person takes over, they may act as if everything else has been agreed. The new person is not encumbered with any baggage and the customer may be reluctant to go over any previous detail and effectively give in when faced with a person who may not understand objections raised.

There is a danger, of course, that the buyer will go backwards to re-negotiate detail already agreed. Other problems can also occur, such as the customer backing out because they have bonded with the initial sales person. This method must therefore be used with care.

This process can be used when junior people are used to explain the details of a product whilst a senior person takes over the price negotiations.

Handshake Close

Technique

As you make a closing offer, extend your hand for a handshake. Smile and nod as if the deal is done. Look expectantly. If necessary, raise your eyebrows slightly.

Examples

(Extending hand) So, are you ready now to do the deal today?

(Extending hand) We have a deal?

(Grasp their hand) Well done. You’ve got a good deal today.

How it works

When you offer your hand to somebody in greeting they will automatically feels obliged to shake your hand in return, often doing this without really thinking.

When they do shake your hand, they may realize that they are also agreeing to the close. Most people will not then feel able to retract their agreement.

Humor Close

Technique

Get them amused by telling a joke or otherwise making witty remarks. Then either go for a relaxed close with another closing technique or weave closure into the joke.

This is particularly useful when they are tense for some reason.

Beware of politically-incorrect humor unless you are sure it will be effective.

Self-deprecating humor is often a safe bet and shows you to be confident and likable.

Examples

This carpet was personally woven by the Queen of Sheba.

Oh go on. It’ll make both our wives very happy.

If you don’t buy this now, I’ll be told to go and stand in the corner!

I’d better not sit down in case the boss sees me.

How it works

Relaxed and happy people are less likely to object.

When you make someone laugh, they will like you more. And we are more likely to buy from people we like.

Hurry Close

Technique

Hurry them up. Speed up the proceedings.

Talk fast, move fast. Encourage them to do the same.

Hint (every so gently) that slower thinking is not very clever.

Say that if they cannot decide quickly then others might get the deal.

Examples

Yessir, thisisthebest.Theverybestyoucanget.

Absolutelydootley. If you can keep up with the Joneses you can keep up with the best deal. If you want to succeed you must speed, or others will get there first.

How it works

Speeding people up stops them from pausing to think about reasons why they should not buy.

IQ Close

Technique

Imply that intelligent people make this purchase.

This is particularly useful in selling technology where people may shy away from the complexity.

The intelligence can also be associated just with doing a good deal.

You can also imply that it is stupid not to buy.

Examples

I sold one of these to a doctor yesterday.

This is a really clever solution.

It’s a bit complex, but you look like you can handle that sort of thing.

*It would be stupid no