Online Sales Specialists are feeling pressure to contribute to sales now more than ever as we experience lead and market shifts. What happens at the top of the funnel creates momentum, and to keep that momentum and energy going, the number one goal for the online sales specialist is to turn online shoppers into onsite customers by way of the appointment.
When it comes to setting an appointment, going for the close seems straightforward in theory. But as any seasoned online sales specialist knows, most calls are anything but! And if you don’t approach this crucial step with a process, well, we all know that willy-nilly planning yields willy-nilly results.
If every call varies, then it’s safe to assume that the ideal approach to closing can vary, too, right? This is where processes come in. When you navigate each call with a process and understand that there’s always a next step (ideally an appointment!), you can solidify the close with confidence.
Below are six tried-and-true methods and the situations in which they make the most sense.
#1: The Assumptive Close:
“It seems like you are interested in buying this home. The next step would be to meet in person. What time would work for you?”
The assumptive close, put simply, is assuming that the person you’re talking to wants to take the next step in their buyer journey. This is often a go-to and a natural, organic way to keep the conversation flowing.
#2: The Soft Close
“Thank you so much for taking the time to talk. What do you think about meeting in person for a discovery tour?”
Online Sales Specialists are experts at gauging customer sentiments and the overall “vibe” of the call they’re on. And the soft close is perfect for those who are a bit more reserved. It’s also a great way to be sure they know you are thankful for the time they spent on the call with you!
#3: The Trial Close
“Do you feel like you have enough information to take the next step and meet in person?”
The trial close is perfect for those who are in the research phase and who are approaching the call with many questions. It’s a great way to pose the question, “Do you feel like you’re ready?” It’s also a natural and seamless way to transition from the back-and-forth of a question-answer style conversation to setting a time to take the next step.
#4: The Hard Close
“What are we waiting for? Let’s get together today!”
The hard close is a commonly used method that is excellent for creating a sense of urgency, and flowing the excitement into a prompt next step. It also mitigates common issues with setting appointments too far out, where the cancellation rate can increase. If you have the right person and your onsite is available – why wait?!
#5: The Tie-Down Close
“I think an in-person meeting makes perfect sense, don’t you?”
While the tie-down close can open the door to objections, it’s nothing you can’t handle! Besides, this less direct approach can come in handy when a hard close doesn’t seem quite right. It also ties into the concept that this is their idea, and they are in control of the homebuyer journey.
#6: The Alternative Close
“I would love to set a time for a community visit. We have time during the week or on the weekend. Which works best for you?”
Also a little more subtle, the alternative approach is not only clear and effective but also provides the prospect with an array of choices when it comes to scheduling a time to meet with a team member.
Pro Tips to Also Consider:
Proper planning, a fabulous greeting, and a strategic process for the close will give you all of the tools necessary to open the door for your potential homeowners.
