Agent support manual

Close a sale bullet point.

• Sales closing techniques , bullet point.

• Information you must provide to the customer , bullet point.

• Complete sales documentation , bullet point.

• Complete fulfilment procedures , bullet point.

• Identify further sales opportunities.

Sales closing techniques

When a customer expresses an interest in the products or services you have presented, you should then attempt to close the sale.

You can tell that a customer is interested when they give verbal cues such as:

That sounds like what I need.   How much is that again?

These statements are positive signs that indicate the customer is interested in purchasing the product. A skilled agent will hear these cues and attempt to close the sale.

Here are four different techniques you can use to close the sale.

1. Direct close

When the customer gives a positive response such as:

Yes, I like the sound of that.   That sounds exactly what I want.

Respond with:

Would you like me to order that now for you?   Would you like to buy one?

2. Assumptive close

This close is used when the agent can safely assume that the customer has agreed to the purchase.

When the customer has shown sufficient interest, the agent can gain agreement by giving the customer the opportunity to say yes.

I can have a landscaper at your property by 12pm tomorrow, Mr Reid. Is that convenient?

3. Choice close

This close offers the customer two options. This encourages them to choose a product and agree to the sale.

Would you prefer the Cocos palm or the Bangalow palm?   Would you like the pot in blue or orange?

4. Doomsday close

This type of close gives the customer a deadline if they are hesitating in agreeing to the sale. An example of this is:

Mr Smith, our special on the Standard roses finishes on Friday.   We can give you a 20% discount if you wish to purchase your turf and plants today.

Information you must provide to the customer

As part of the rules that regulate the sales industry, you must clearly explain to your customer all aspects related to the cost of the purchase. These details will include: bullet point.

• how the purchase price has been calculated, including any taxes such as GST , bullet point.

• the amount the customer has to pay , bullet point.

• payment terms , bullet point.

• distribution costs , bullet point.

• all additional charges , bullet point.

• costs involved in the return of an order , bullet point.

• after-sales service costs , bullet point.

• procedures, costs and the customer's obligations if they: , bullet point.

  • agree to buy and be billed automatically on a regular basis , bullet point.

  • wish to return the goods.

Complete sales documentation

Check that all forms and documents have been completed and finalised before forwarding them to your team leader, or to the client for their agreement and signature. These include: bullet point.

• quote forms , bullet point.

• sales lead forms , bullet point.

• credit applications , bullet point.

• customer contact records (inbound and outbound) , bullet point.

• legal contracts.

For example, if you recognise opportunities for further sales when talking with a customer, you are encouraged to pursue these leads immediately. Should the customer wish to be contacted at a later date, you are required to complete a 'Sales lead' form (available on the Intranet under Forms) and pass it to your team leader for follow up.

Invoices As an agent, you do not need to worry about initiating invoices as this is taken care of immediately an order has been processed on the database. The accounts department is responsible for forwarding invoices to the customer.

Remember to forward any other documentation such as pamphlets, sets of instructions or other promised material to your customer.

Complete fulfilment procedures

You may have to complete some fulfilment procedures for the customer, depending on the product or campaign.

The procedures might include: bullet point.

• preparing an order for shipment or delivery , bullet point.

• providing the customer with details of how to care for or use a product , bullet point.

• sending out product manuals, brochures, letters and/or information packs , bullet point.

• arranging an on-site visit , bullet point.

• arranging delivery of a product , bullet point.

• sending out a confirmation slip , bullet point.

• sending out an invoice , bullet point.

• providing a courtesy call to check customer satisfaction.

Identify further sales opportunities.

When closing a sale or taking an order, you should think about any additional add-ons or sell-ups that may be of value to your customer and that may be related to their current purchase.

Would you like to order some fertiliser or spray for thrips to go with your six new rose bushes, madam? Both are on special at the moment.

Add-ons offer the customer additional products, accessories or services. Be sure not to mention the add-on product or service until you have gained agreement about a purchase from the customer, and closed the original sale.

Sell-ups offer the customer a product upgrade by explaining the features and benefits.

More information

Contact your team leader if you require more information on this matter, or if you require coaching in pro-active selling.

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