They Said Yes, Now What?

The most successful salespeople know that when their customer says yes the relationship is just beginning. Less successful salespeople too often think that when the customer says yes the relationship is now closed.

That’s one of the reasons when I do Sales Training I try to avoid the term “closing the sale.” I use “earn the buying commitment” instead. I want the salespeople to understand that nothing is closed. Nothing is over. The customer has made a commitment to the salesperson and their product and they expect a commitment in return. 

“Closed,” at least when it comes to relationships has a terrible connotation to it. Nobody, not ever, has wanted to be “closed.” I mean really, is there a worse place to be than in the “closing room” at a car dealership?

When the customer says yes they expect every promise and every commitment that the salesperson made to be honored.  They expect them to be honored in a timely fashion with no hassles. They expect the price to be as quoted. They expect the delivery to happen on the date promised. They expect all paperwork and billing to be completed correctly. They expect their calls to be returned and all questions answered. They expect their calls returned quickly. 

They expect whatever it is they have purchased to work as promised and be free of defects. 

In short, they expect exactly what you would expect. The thing that amazes me is how many people will sell something only to “provide” a lower level of service then they would be willing to accept if they were the customer. 

As a professional salesperson, and as a human being, you will never go wrong fully honoring your commitments. When you take care of your customers your customers will take care of you. 

Don’t Close That Sale!

Salespeople need to sell, that much is certain. In business nothing much happens until somebody sells something. That’s one reason I have so much respect for professional salespeople, they are the engine that drives much of a company’s success.

Please note that I said I have much respect for PROFESSIONAL salespeople. The hacks out there who will do anything to separate a prospect from their money… not so much. 

If you’ve been is sales for any length of time you’ve likely heard the old axiom known as ABC or  “Always be closing.” That little sentiment has ruined many sales careers. I have a better one, it not only lengthens sales careers it tends to make them highly profitable as well. 

Here’s mine: NBC or NEVER be closing. That’s right, NEVER! In case you’re confused let me repeat that in a more succinct way… NEVER close a sale, never, never, never!

Salespeople who live with a goal of closing a sale, or closing business or closing a deal are looking at the sales process exactly the opposite of how their prospect looks at the buying process. 

Limited salespeople believe that when the prospect says yes the deal is done. The prospect believes that when they say yes the deal, and the relationship, is just beginning. 

The term “closing” is one of the most negative and limiting words in sales. It says something is over, done with, and it’s time to move on. If you’re purely a transactional salespeople who will never need or want a repeat customer then go ahead and close. 

If you’re a sales professional who wants a long-term career in sales, with lots of returning customers and golden referrals then don’t think of “closing” the sale. Think instead of “earning” the customer’s business and opening a new, mutually beneficial relationship. I absolutely want you to ask for the order but only after you’ve earned the right. You earn the right to ask for the order by determining how your product or service can help your prospect and then presenting a solution that makes sense to them.

That change in mindset will change the way you sell. It will change the way your prospect looks at you. It will change your outlook on what you do for a living. You’ll no longer have a sales “job” you’ll have a career in sales. 

You’ll no longer simply be chasing the deal, you’ll be searching for solutions that will help your prospects and customers reach their goals. You’ll enjoy what you do for a living far more than your “closing” colleagues.

Oh and one more thing… you’ll sell more and if you’re compensated on your results you’ll earn more money too!