The end of a sales call is where the real opportunity lies. You've gotten to know your lead and delivered them a personalized pitch — now, it's time to seal the deal. As many professionals know, what they say next can make or break the overall experience. This is a part of the process many representatives struggle with.
When you encounter a noncommittal attitude, it may be because you couldn't budge on the price or didn't convince your lead.
How do you approach this when you have to make the deal online? You can't use a specific tone of voice or facial expression to sway the customer's opinion. Everything relies on the written word.
If you continually find difficulty in closing sales, especially online, take some time to check out these phrases. They'll help you rack up deals like no other.
1. "Backed by leading experts"
An online shopper always wants to feel safe and secure. Too often, people experience scams and receive counterfeit products in the mail. In sales, it's essential to build trust between you and the client. If a customer reads that doctors back a particular product, or that it comes with a lifetime warranty, they'll more quickly be convinced. Include as much evidence as possible, so you can convince people you're reliable.
Try to make your website as secure as it can be and then emphasize that. Do you consistently test your services for efficiency and accuracy? Have thousands of people left five-star reviews on your products? Promote all this to your customers, so you appear as reputable as possible. The more a user respects you, the more likely they are to buy.
2. "I'll send a follow-up email on Tuesday"
In this case, a prospect may be unsure of how they wish to proceed. Let's say you're in communications with a lead, but in their messages, they tell you they need to think about your offer or get back to you later. In this case, you can take a few approaches to help them along the way. A key component in this scenario is to maintain the flow of the conversation.
If you sense they're still interested yet a bit unsure, offer to send them an email in a couple of days. This option gives your lead some room and makes you seem helpful without being pushy. You can also take that extra time to review your conversations and pin down the weaker areas of that particular pitch.
3. "Don't Wait — Sales End Soon"
Many leads' central concern is cost, so they're after every discount they can find. Others don't want to miss out, so if an item is scarce, they'll want to get their hands on it.
If this is the case, try to work with them. An urgent close is one you'll want to use sparingly — you never want to sound too assertive or pushy. Try to place this phrase on a pop-up or banner on your website when the time's right.
Limited-time offers create a sense of necessity and help to speed along the overall process. When closing sales, it's sometimes crucial to motivate customers, especially if you think some will be on the fence. In certain situations, you can create personalized offers for clients you've messaged with if it suits your interests.
4. "Which option would you like to move forward with?"
When a potential sale comes to a close, there's a fine line you shouldn't cross. While you want to wrap things up, at the same time, you don't want to look overly aggressive or ambitious. Instead, strive to understand your lead and their overall goals.
A way to use this online is to allow customers to compare products side by side. Then, if they don't make a decision quickly, prompt them to open the chat window.
The goal here is to suggest various types of resolutions without forcing them to select something. While this process is similar to an assumptive close, it allows for more of a choice. It can also help you gauge their interests, so you know how to assist them should they ask.
5. "What interests you about this service?"
This question opens up room for discussion. Ask your prospective customer what they like about your product or service and how it'll help them solve their issues. You can achieve this online in a few ways. In direct communications with the client, inquire about their goals. On your website, you can frame it as a pop-up chat — "Hi there! Can't decide? Tell me about your needs, and we can go from there."
When they start to list what details they like or are most interested in, it puts them in the mindset to buy. You can then emphasize these aspects and how you — the expert — think they'll work for your lead.
Closing sales is all about developing compatibility with the prospective customer — how can they come to a definite conclusion? What are the appropriate solutions you can offer them?
All the various ways in which you can build a relationship through meaningful associations are essential to note.
6. "Do you still want these items?"
One of the most important tactics you can offer is the power of choice. When you give leads the freedom to determine what happens next, they're more likely to comply and help you close the deal.
Your products and services are online, so they're always available. Use that to your advantage. If someone exits your website, but there's an item in their cart, that means they're interested but not quite ready to buy. To capitalize on this, send them an email a few days later as a reminder.
This technique, commonly known as the "but you are free" method, gives potential buyers a way to own the situation. Often, they see you as the one in control — after all, it's your product to sell. When you make it seem like the decision is up to them, you'll get a better reaction. This option builds a system of trust and respect, as the lead won't feel like they're obligated to say yes.
7. "This product seems the best for you"
As the salesperson, you should appear as something of an expert to your customers. In the online space, this may mean using data to personalize their experiences on your website. Many companies now use quizzes and forms to narrow down searches. These tactics intuitively recommend products to users and make you seem like a genius.
In a different sense, if you're in direct talks with a customer, you can do this and make a recommendation at the same time. Remember, no one knows this space better than you. When you anticipate your client's needs, you appear considerate and thoughtful. Listen to your leads so you can give them sound advice on what to buy or when to buy it.
8. "Get it before everybody else"
People love to feel special, which is why exclusivity is a perfect technique in sales. For instance, you may be about to launch a new product. Why not release it a day before to a specific set of customers? Create a pop-up that explains this — only those who sign up for emails can have access to this exclusive sale. Try not to make it too difficult to access, though, as you shouldn't alienate anyone.
Use this method sparingly. People like to be the first to have something, but no one wants to feel like they're not worthy of your service. Like a limited-time offer, a message phrased in a manner that promotes exclusivity can make the deal for a customer.
Create a meaningful rapport
In many ways, closing sales is an art. You have to determine where the lead's head is at and how you can move them toward a deal. Though it depends on the situation, the best thing you can do is create a meaningful rapport.
If you listen and take note of their concerns, you can better provide them with answers. Try to emphasize your reputation, so customers feel secure. Be as helpful as possible — if you can anticipate a client's needs, even better.
The overall goal here is to push the lead to buy and, at the same time, provide support. When in doubt, you can use tactics like exclusive offers to pull them in. If they're on the fence, offer them a choice and be there to navigate the decision with them. Don't demand or force them to think they need your service.
A prospect who appreciates and believes in your expertise is one who is more willing to buy down the line. Consider some of these closing questions and phrases so you can tackle your next online sale or customer interaction.
