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Gaining agreement on the call to action

Gaining agreement on the call to action. Welcome. Welcome to Gaining Agreement on the Call to Action!

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Gaining agreement on the call to action

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  1. Gaining agreement on the call to action

  2. Welcome Welcome to Gaining Agreement on the Call to Action! This lesson will focus on increasing your confidence in gaining the customer’s agreement to move the process forward, once the appropriate next step has been identified. When the customer service professional handles this step with confidence, the customer will move forward with the process with more confidence as well. Doing this well will move the customer from thinking about it to taking the action that you have identified as best meeting his/her needs, ultimately increasing your customer satisfaction, and you will be seen as a trusted professional. Benefits: • Increased Sales • Increased customer confidence

  3. Course Objectives By the end of this lesson you will be able to: • Identify and define both an Assumptive Closing Statement” and a “Which Closing Statement” • Demonstrate two examples of each type of closing statement. • Demonstrate a “closing” statement for each of at least 3 situations where a customer’s need for a new product or service has been determined.

  4. Moving Forward Once you have identified the next step, it is important to move the conversation or transaction forward to the next step.

  5. Moving Forward Once you have identified the next step, it is important to move the conversation or transaction forward to the next step. We will be using two types of closing statements to move the customer to the next step. The Assumptive Close. The “Which Close.

  6. The Assumptive Close Assume that the customer will move forward to the next step and proceed accordingly. This can be done by making a statement that lets the customer know the expected next step and time frame and simply asks for confirmation. “The next step is to bring in your financial information to review with Bill, when would be a good time to do that?”

  7. The “Which” Close Give the customer a choice between two options that will meet their needs and ask which one they prefer.

  8. Overcoming Additional Objections If the customer does express additional concerns, go back to asking clarifying questions until you have satisfied the customer’s concerns and can confidently move ahead with the appropriate Call to Action.

  9. Preparing for the In-Class Session: • Work with each of the situations on your “Identifying the next step” worksheet. • Assume that the customer will want to proceed to the next step that you have identified for each situation. Before coming to The Gym: • Think about a statement you would use for each one to finalize the next step as if the customer had already agreed to proceed.

  10. Practice Regimen • Practice the closing statements from your list several times a day until you feel comfortable using them to gain agreement from your customer to proceed to the next step.

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