Need help in Closing and Commitment

[Nikita04]

Hi everyone.

I work for an online college - and this is my first sales job. Basically how it works is I get leads that come into my computer and I call them and take them through an evaluation process. At the end of the evaluation we determine if it's a good fit for them, we do an application to the school and then get them started on all the paperwork. My boss was #1 salesmen a couple years ago until he took over a management position. He has been mentoring me and I've learned and grown so much. I build awesome raport with my prospects, I establish myself as an important part of the process, i build the dream for them, let them talk 80% of the time and they basically sell themeselves. However, I have been having a tremendously hard time closing my sales. I am number one on my team for interviews and number 13 out of 14 team members in closing. Yikes!! My reviews are spectacular but because my numbers are so poor I haven't managed to get a raise. grrrrrr.

I feel like I'm doing everything right. My prospects will cry on the phone saying how much they need this, they say they can't continue doing what they are doing now - they need college in order to be someone - but when it comes to the end of the sale - right at the climax of the sale they back out when it comes to the $100.00 application fee (which I talked to them about earlier). OR they say I am so excited I just get paid on Friday can we do it then....Friday comes along and they hang up on me. When they back out I know that means they still have concerns and I ask them what they are and they say they don't have any. I say okay, we'll get you started on Friday - in the mean time let's get started on your FAFSA so you are a step ahead of the game (just to keep their mind focused on them getting into college). They say great!! Never hear from them again.

This job has great potential for me, but I feel like something is wrong. It's disheartening for me because I'm starting to lose faith in my potential buyers. Buyers are Liars is starting to become a motto for me, and I know that doesn't help any. Once I lose confidence in my prospects, I lose more sales. I'm on 3 weeks solid without an enrolled student. Can anyone give me advice, suggestions, something that I can take back and apply to my prospective students. They always say they are committed and they never follow through. Thanks so much - sorry for the novel.

[stantall]

Nik,

I don't have an answer for you. I'm an entry-level sales person myself. But I'm curious...what has your boss adviced? I can tell you HPS takes a non-traditional approach to selling. Taking an HPS class or buying the book and/or other training materials may help. I know with HPS you're requiring the prospect to generate the commitments...or you're ending the sale-for the moment...right from the beginning of the sales process.


standtall

[highprob]

Closing is all about mutual commitments. Closing at the end of the sales process, is self-sabotage.

In HPS we make mutual agreements and commitments on every point of discussion. That means that, on average, you make twenty to thirty mutual commitments per sales discussion.

If, at any point, the prospect does not commit. It is time to end the discussion – for now. Continuing the sales process will only solidify the prospect's sales resistance.

You can say, "Since you are hesitant to commit, we should have this discussion at another time when you are truly ready to go forward with your education."

It is even more effective to say, "You don't seem to be a high probability prospect for this kind of education at this time. Is that correct?"

This may be difficult for new salespeople who tend to be afraid of losing the sale, when there is no sale to lose. Suspending the sales process gives you the best probability of making the sale at a later date. You should call the prospect every two to three weeks with a different prospecting offer each time to determine whether he/she is ready to commit.

I suggest that you read "High Probability Selling" at least twice. It's hard to get what it is about in just one reading.

[Nikita04]

I am very new to sales, and have never heard of HPS, so I read the first 4 chapters of the book online. Very interesting concepts.

I came to realize tonight, after I had an excellent conversation and with a very bright girl who told me should would sign up for school tonight on her own and never actually did it - that I was definitely missing something. It is certainly the commitment aspect. Just because they (the buyers) say one thing, doesn't mean we've come to terms with the mutual decision.

My boss is an ace at traditional sales and the things he teaches me are certainly advanced techniques for that particular genre of sales. But I don't think I"m a traditional sales type of personality. In explaining my frustrations to my mom, who also used to do the job I do now, I found myself saying that I value free will and that I felt if I ignored that value I was ignoring who I was and as a result I become lost in the process. She said back to me - you better learn to manipulate, or you won't be with a job. My reply back to her was why do I need to manipulate to be successful? She said because that's what sales is. It's going to be you or them - and right now, you're not winning. Something in the back of my head said "it doesn't have to be that way". Why can't I be successful and keep my high integrity? And I do have high integrity and have resisted becoming the sleazy manipulative salesperson it seems I have to become in order to survive at this place. It goes against everything I value in myself.

I do believe this college is the best online college out there. I truly believe in the product. I am a student here as well - so 90% of my life revolves around this company. I get one heck of a discount on my degree because I'm an employee here. But I don't want to be in sales forever. My passion is in entertainment - particularly animation. So to get this degree, I have to keep my job. To keep my job I have to become average or above average to keep off of probation. Right now I'm below average on my team - I'm 3rd from the bottom - and it drives me crazy. I've never been below average in anything I do. I've been on the Dean's List since I started this degree program. I'm not stupid and have felt very stupid for not understanding why I wasn't able to be successful and why there was so much resistance on the part of my buyers and for me as well. I think now I'm starting to open my eyes to understand what the psychology of that resistance and now I may have a shot at changing my numbers. Thank you very much. I'm getting the book tomorrow to learn more!

[stantall]

Nik,

I wish you the best of luck. I'm not comfortable selling in manipulative or deceptive manner. In addition, it doesn't suit my personality to flatter or fawn over people. I believe HPS offers an alternative approach. Nonetheless, I don't think HPS can guarantee a successful sales career. Besides your own personal efforts, I think several different factors influence this...such as personal finances, quality of product, market conditions, company sales support, your sales mgr etc...

Nonetheless, this forum can help. I look forward to hearing more from you in the future.



standtall

[highprob]

Most salespeople attempt to close sales by first trying to get interested prospects excited about what they have to offer and then persuading them to buy. It takes a lot of practice and skill to effectively close that way. It is usually difficult and stressful for inexperienced salespeople to attempt to close that way.

In High Probability Selling, we focus on what the prospect wants to get by spending their time and money to acquire what we are selling. This enables us to quickly determine whether each prospect we talk to is likely to become a client, or not. If they have unrealistic expectations, or if they don't really want what we have, we get that out in the open and see whether they will acccept our reality. If not, we temporarily disqualify them while they think it over and call them again soon with another prospecting offer. Then, we call another prospect.

If the prospect really wants the benefits or what we have to offer, then we continue the sales process.

To close without any pressure or discomfort for either party, you need to read off a list of every feature of your product or service and, after each one, ask the prospect whether that is acceptable, or is that what they want. If they have answered "Yes" to most of your features ask, "What do you want to do?" Most of them will close the sale for you.

This enables you to spend most of your selling time with prospects who will buy. The net result is more closed sales in the same amount of time.