How to use an implied close
An implied close is a handy tactic you can use to finalize a sale. It involves asking the consumer an open ended or information-seeking question so that the customer will fill in the blanks with their answer.
Two common examples of an implied close are, “Can I start writing this up for you?” and “When would you like this delivered?”
Notice how those questions require the customer to essentially answer if they are ready to buy. They are straightforward questions and they help move the customer toward some kind of decision.
Some people will follow the implied close and buy a mattress that day, but you need to be ready for those customers who aren’t sure or say no. Be prepared to speak to the features and benefits, even if you’ve already gone over them. A mattress purchase is a big decision for many, and they want to be sure they’re satisfied before investing.
One of the hardest things about the implied close is not coming off as forceful or insensitive. The way you approach an implied close can make or break a sale. Consider these three things:
- Tone of voice. “Don’t use that tone of voice with me!” is something many of us have probably heard one or both of our parents say at one time. And for good reason. Tone is not about what you’re saying, it’s about the way you say it. You don’t want to be too aggressive, intentionally or unintentionally, so you must be conscious of your tone of voice at all times.
- Monotone. While monotone is technically a type of voice tone, it’s important to avoid it at all costs. Speaking in monotone will make you sound bored and uninterested. It’s possibly the worst tone of voice an RSA can use. Remember that customers come in to be helped, and using a monotone voice can make them feel like you don’t care.
- Inflection. Inflection contrasts with tone and uses pitch variation to distinguish words. For example, “WHEN would you like this delivered,” and “When would you like this DELIVERED” can come across in two different ways. A few experiments with customers can help you figure out how to use inflection to your advantage.
Key takeaway: Implied closes can be useful, but you need to be conscious of when you use them, how you use them, and the tone of your voice.
Have you used an implied close to make a sale? We want to hear your stories. Comment below and let’s talk!
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