What techniques, ploys, body language, etc. do you employ to get the client to sign up right then and there, rather than submit to the “let us please have some time to decide” routine?
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Whatever they are, the more you employ them the less likely I am to sign.
happy?
I leave the closings up to my VP of sales. I am about as subtle as a log skidder. No cunning, no guile, no people smarts.
I bring along two copies of the contract ...
give them theirs ... hold mine ... as we sit at the kitchen table.
I then read thru line by line ... making sure we're all "on the same page".
Then .. at the end ... I simply slide my pen across the table and say ...
Sign here and all I need to get you on the shcedule is the check.
I like the assumption close ... really cuts to the chase. They may have some "objections" in the back of their minds ... things they've been thinking but haven't mentioned yet. The assumption close really get's those objections out and quick.
Then ... we go thru the objections ... one by one ...
identify ... objectify ... overcome.
I walk thru each one ... then get a vocal confirmation that we're solved that little problem or cleared up some misunderstanding. Usually I'll make a note on each contract and initial.
Doesn't work all the time ... but gets the ball rolling.
I learned years ago ... that lotsa people just don't know "what to do next" ...
U send a contract thru the mail and it'll end up sitting there ... we gotta remember ... we do this everyday ... unless they're real experienced remodelers ... they might just not know they're supposed to "sign here and get the check"!
I forget the numbers thrown around ... but more than half the "deals" never get signed because the salesman never asked for the sale. Never closed it in a straight forward way.
I actually sold a car to a couple ... they had been in 2 weeks before. I sold the very same car the first salesman took them on a test drive in ... I had to ask Why didn't they just buy it that day ... they said they kinda sat at his desk confused and uncomfortable ... waiting for something to happen ... as he just kept making small talk.
They finally said they'd think about it and come back later. They did ... it was his day off. They were ready to buy that car 2 weeks prior ... just didn't know where to sign.
Jeff
Buck Construction
Artistry In Carpentry
Pittsburgh Pa
The thing we don't want to do is leave them with anything other than some product literature. Something like an Andersen or Kohler catalog.
We have prepared drawings. We have written a detailed scope, including specifications, perhaps an allowance schedule, maybe even a list of options which can be taken to reduce or add to the total price. The contract of course makes reference to, and is "tied" to, those documents, but it only spells out pricing, terms, and schedules. It has all the required boilerplate, but it is a shell, a "cover" document.
If we cannot close by the end of that in-home or in-office meeting, we only leave the contract and the product literature. All the other stuff goes back in our bag before we go out the door.
"Thinking it over, " "Sleeping on it," "Discuss alone," all may be legit excuses for not being able to decide right then and there, but we don't want our work to be used for shopping our proposal.
Yup.
never leave anything that'll make the next guys life easier.
Jeff Buck Construction
Artistry In Carpentry
Pittsburgh Pa
I worked at a stereo store years ago and you just about described the owner's nephew. We used to tell him. "Shut up and let them buy it!".
"I cut this piece four times and it's still too short."
You are right in that the mail route does not cut it. You must be in person and you do need to attempt to close the deal. However, sliding a pen over to me is very presumptuous. My hackles are raised immediately. Now, if I liked your demeaner up to that point and liked the presentation, etc. I would likely give it a pass. Otherwise, things would cool off real fast. May be that is just me, but if I feel that way others do too.
Rather than slide the pen, perhaps asking "How does that sound to you" and then "Would you like me to get started". Then if the response is positive, then you say "then all we need is to sign these contracts and I can get started".
I am sure some with not like this approach, and I guess that is why this thread got started.
question for you, BobS, and DanH,
As homeowners who have hired contractors, at what point are you comfortable being asked for the work? I am asking because I have only had one person leap up and ask, "Where do I sign?"
perhaps asking "How does that sound to you"
That's the second time I've heard that in the last week. It's gonna get added to the list of questions to ask.
I agree that sliding a pen across the table would be a little agressive for my style. One of the things I do is have the proposal with "Rough Draft" stamped on it as I go over it with the client. My feeling is that they are more receptive to explanations and talking over a "rough draft", than they are dealing with the actual documents that will get signed. With my other papers, I have the exact same document without "rough Draft" stamped on it. So if everything is OK, it's just a matter of signing the second document.
Bowz
You ask "As homeowners who have hired contractors, at what point are you comfortable being asked for the work?"
A tough question to answer. Every situation is different, every pitch is different, every salesmen is different.
However, when I am the customer I expect to feel like I am buying not being sold. As a business man and a customer I understand the need for contracts in order that both parties have a meeting of the minds, and I understand that the salesmen/contractor is not there to hold my hand, waste his time, etc.. He is there to get a job and get out and get on with it. I just better not "FEEL" like that is what he is doing while talking with me. There is the art of the sale. That is why salesmen take clients to dinner and drinks. I am not saying that builders or contractors should or should not wine and dine potential clients, but there needs to be a certain level of patience in the deal.
I fear that most contractors want to build stuff and not sell themselves or their work. Sorry, it takes both.
Contractors also need to understand that they are not the best, even if they are pretty close to it. And even if they are the best, many don't want to pay for the best. And if you are close to teh best adn wnat to get paid for being close to the best you better understand that you will lose dozens of jobs on that basis. IF you have all the jobs you can do and are paid top dollar, then what is there to be ticked about?
Contractors need to understand that clinets will shop around and interview others on price, quality, availability, and PERSONALITY. If the contractor can't handle any of that, they should find a different line of work. And yes, clients are pains in the but, and some should never have the privilege of hiring anyone such that they can treat them like crap. Run and be glad you did. There are all kinds on both sides of the street.
I recognize that there is a ton of work in estimates, bids and explaining all this to potential clients. And that it is a bear to do all that work and not get the job. Others here ahve listed tactics to avoid doing too much work up front and not giving taht work to potential clients to be "stolen". Great thoughts. I guess you have to do as much work as necessary to get teh jobs and no more.
I guess I say be friendly, flexible but firm where necessary, close the the deal.
As for the "How does that sound to you" goes as one of many potential closer lines, the beauty is that it is a question. It begs an answer even if that is; "no thank you" or "I will let you know". It also allows the customer to keep the dialogue going if necessary and ask more questions. If the answer is; "I will let you know", then it is an opportunity to allow you to ask again if there is anything else teh customer needs to better understand things.
I think this thread and or reply could go on and on, but I doubt it will ever have a nice neat answer.
Thank You to both you and Dan,
As for the "How does that sound to you" goes as one of many potential closer lines, the beauty is that it is a question.
As a business man, what are some of your other simple closing lines?
What I like about the "how does it sound to you" question is it seems it would help to overcome the "pregnant pause" after quoting a price. ( based on the idea that you are supposed to quote the price then shut up) My experience is at that pause the customer has no idea how to react, even if they are going to do the work. But that they will react negatively to someone being too pushy.
Bowz
I think that earlier in the presentation it's worthwhile to say "Is this what you had in mind?" It gives the customer a chance to raise objections/ask questions early, vs having a bad taste in their mouth for the rest of the session. And if they say "Yes" it gets a degree of committment from them.
I think it's also reasonable, during the attempted close, to say something like "How soon were you planning to make a decision?" You'll get basically one of three answers -- an evasive one, meaning that they're not really going to decide, an answer of "next week" or whatever, meaning they're serious but don't want to be pushed, or an answer indicating that they're ready to think about it right now.
In some cases the HOs may want to discuss it between themselves for 5 minutes. You can probably sense the dynamics between them earlier and know if they're comfortable doing this in your presence or whether you should make an excuse to go out to the truck for some literature.
If ignorance is bliss why aren't more people
happy?
Dan,You bring up a good point. If the salesman is not performing trial closes throughout the duration of the presentation, they will seem pushy and obstinate if at then end they're intent on getting a signature.The trial close gets the customer used to saying yes and agreeing that they need what you're selling, and they give the salesman a chance to change their approach/offering to match the needs of the potential customer.
Jon Blakemore RappahannockINC.com Fredericksburg, VA
However, when I am the customer I expect to feel like I am buying not being sold
I think that sentiment is universal truth and it should not be simply dismissed, even though the buyer might be ready to buy.
A powerful techinque that I have learned about, and used is to add a negative at the end of the trial close "Is this what you had in mind, or probably not?" or "Would you like me to start filling out the paperwork and get you on my schedule, or probably not?" of "Is this something you might be interested in, or probably not?"
That negative at the end represents an alternative closing but it also give them an easy out. More importantly, you are asking them to sell themselves, rather than be sold. The tendency for most people is to resist when being led and this represents you leading them away from signing. In response to "Is this something you might be interested in, or probably not?", you might expect a positive answer like "Oh yes, this is something I might be intereseted in, but..."
Getting that "but" is important. It will define your true objections. Getting the affirmation is important too. It represents some solid ground that you agree on. If you can overcome that objection, you can double dip with the same low pressure trial close, with the negative at the end. If the "but" is minor, you very well might end up with a signed order that night, providing that it is appropriate.
I agree that there should be numerous affirmations (5 -7) already obtained during the presentation before a trial close is offered, unless there is some other buy signal sent. If a buy signal is sent, shut up and close.
blue
I think it might be better to say something like "If you want to get on my schedule right away we can sign the papers now, or you can think it over and get back to me."
If ignorance is bliss why aren't more people
happy?
I think it might be better to say something like "If you want to get on my schedule right away we can sign the papers now, or you can think it over and get back to me."
That would be another example of an alternative close, which are good, but also quite pushy. Either way, you're putting pressure on them. You are implying that either they will sign now, or they can call you back and sign.
I think negative phrasing is a better way to have them sell themselves, or maybe not?
blue
I actually spent about a decade selling custom installed A/V systems, out of two decades spent in sales. I would not give them the "or you can think about it ..... " option. Presuming that you have a reasonably good relationship established, just ask, "Do you me want to put it on the schedule now?"
You may get a 'yes', which is good, or they may ask 'what is involved putting it on the schedule'? This is also good, you can explain how far out you are scheduled, what has to be ordered with long lead times, how long it takes to get permits, etc....
If you get a 'no', reply; 'when do you want to have this done?' There is likely an unvoiced objection that needs to be articulated by the prospect.
I used to know a sales trainer who said that you can say anything to anyone if you say it with a smile. The point is; it is often not what you say, but how you say it. Not everyone has the personality to do sales, but solid techniques can be learned by anyone.
Good luck.
I think the question, "Is this something you might be interested in" goes far enough. I think if you add, "or probably not", it makes you sound less confident adn I think gives the customer too easy of a way out. By asking "is this something you might be interested in", you are asking for a Yes or more questions. Either is good.
JMO.
Personally, I won't generally do more than $500-1000 business without "sleeping on it". I'm a hair tighter than most folks, though.I'll normally give the contractor a general idea of how soon I'll be making a decision -- this week, before the end of the month, etc -- and I have no problem with the contractor calling back in a few days, and again at about my stated decision point and asking if I have any questions or whether I'm ready to go ahead. I wouldn't like getting called every two days, however.In response to "How does that sound to you?" I'd generally reply that it seems reasonable, or it's not exactly what I had in mind, or something along those lines -- giving the guy a general feel for where he stands without committing.
If ignorance is bliss why aren't more people
happy?
I'm at the point where most of my customers call me to get on my schedule- I do almost no bidding anymore. They call, tell me what they want done, and I usually give them a price. I generally mail out the contract.
But I'm also sole contractor, so it also doesn't take a lot to keep me busy. And I like not having employees; I've done that and aren't real good at managing people.
Gene,
Buck's made some good points.
You've missed some really good discusions here; right to the point of your inquiry. I want to say about a year ago in this folder. Mike Smith's the go to guy on this one.
I'd have to say I'm with him too. To paraphrase, you want to market yourself to clients that are willing to pay you a retainer up front to prepare all those goodies you just bought to their house to look at and consider. You've been paid so who cares if you leave it there. Just make sure to mark everything is copyrighted by you and not to be used by any others.
Try to poke around in the search for some of Mike's posts on proposals, estimates and the like. You won't be dissapointed.
Eric
[email protected]
It's Never Too Late To Become What You Might Have Been
You've absolutely no idea how cheap these folks are.
I throw myself on the floor and kick and scream till they sign. :D
But seriously, they don't get on my schedule till the contract/proposal is signed and the retainer/ransome is in my hand. I'm always booked at lease a couple of months in advance and my work speaks for itself. If they want to hire someone else it's no skin off my nose. In fact, I hope they do well.
My only "hard-sell" occures when they tell me to "just let them know when my schedule opens up" (ie, like when I'm desparate for work? HA!). That's when I swat the ball right back into their court by telling them it won't happen. Not in a cocky way but just matter-of-factly, my schedule is always full. I'll leave them with the proposal and they can let me know if they want to me to do the work.
-----------------------------------------------------------
FT Job Wanted: Chicago, north side/North Shore burbs. http://forums.taunton.com/n/mb/message.asp?webtag=tp-breaktime&msg=70809.1
I'll bet I do know how cheap they are and very well too!!
Now, if they are that cheap you need to ask yourself something. Why the heck would you even consider working for them?
You are not a good fit with the prospect. They are not qualified to purchase our talents, skills and knowledge.
You go from building an AD cover photo to this? You REALLY don't like to sit around do you?
Eric[email protected]
It's Never Too Late To Become What You Might Have Been
>You are not a good fit with the prospect.<Bingo.
That's the first thing you have to do, is to find out if you are a good fit for eachother. A lot of guys would say "bunk", but I don't try and sell myself. It's the customer that has to sell themselves to me.
Egotistical? Not at all, just being protective. At this point they mostly need me more than I do them.The work will always be there. There's always work.
The deal got closed, check's in hand, long-lead items are on order. It is worthy of our skills. Lotsa cabinet work, wood ceilings, wainscot work, sawn lumber hipped roof to cut, etc.
We would like to try the pay-for-proposal way next time, but we wonder, how does it fly if there is really no design work to be done?
We would like to try the pay-for-proposal way next time, but we wonder, how does it fly if there is really no design work to be done?
There is always design work to be done. After all, isn't it you that figures out how to get the work accomplished? And who is doing all the leg work to come up with the numbers?
I quit doing it for free. I had a hard time selling it, but according to many here it can and should be done. It also takes marketing.
I working for the man now, I don't have to sell anything. I just show up and put my talents and knowledge to use.
Eric[email protected]
It's Never Too Late To Become What You Might Have Been
There's no real design work for standard roofing, eg, and precious little for a simple furnace replacement, etc.There is some number crunching, of course, to come up with a bid, but it's generally measured in minutes.
If ignorance is bliss why aren't more people
happy?
Items such as those are more like commodities.
Installing a new kitchen that entails removing a bearing wall, enlarging a window opening, putting an exit door where there was none, and moving the sink 24" to the left, even if you are given completed plans still requires a significant amount of thought, phone calls and meetings with subs.
If I ain't getting paid for it, I'd be as well off to go to Las Vegas.
edit
If the potential client is not willing to fork over some dough so I can pull this all together, why would I even bother? There tire kickers.
You want a firm cost and specifications analysis? Pay me.
You want a price, proposal, bid? Here, I'll pull one out of my azz just like the next guy.
You get what you pay for.
[email protected]
It's Never Too Late To Become What You Might Have Been
Edited 3/14/2006 5:42 pm ET by EricPaulson
> Items such as those are more like commodities.True, which is why different business segments and different situations call for different sales techniques.
If ignorance is bliss why aren't more people
happy?
This may be a liitle of topic, but I do alot of basement remodels that require me to draw up a set of plans so that my customers can see what it will look like. When I draw these up I try to keep it very minimal ( no dimensions or specifics), I tell them that I own the plans and that they can't use them w/o my permission, but it drives me nuts when a customer will tell me you had some great ideas that we never thought of and we realy like your design, but, we are not ready to do the project. Of course six months later the project is done by somebody else with my plans. It drives me nuts!!!. I guess it is just a hazard of the business.
It's happened to me also. So far everyone who hired lower priced or more readily available contractors have ended up with pretty crummy work. I think there's a correlation there. -----------------------------------------------------------
FT Job Wanted: Chicago, north side/North Shore burbs. http://forums.taunton.com/n/mb/message.asp?webtag=tp-breaktime&msg=70809.1
sox.... i really don't want to tell you how many times that happened to me
so.. now they pay for the plans up front.. I never do design work without being paid for it.. the other thing is.. if they pay you for the plans and the Proposal..
now they are committed
before... when you did it for free... you were committed, but they were not
never work for free
as for stinger ( gimme a break, gene... where did you get the new nickname ? )
the close is just like was said before..
" i need a deposit to put you on my schedule... no deposit and signed Proposal.. no deal....if you want to think it over , that's wonderful... but i can't hold the construction slot without a signed Proposal and a deposit....
there have been too many times in the past when I waited for a contract that never happened,with the result that I had to lay off my employees... now i take the next Contract that is in the pipeline, would you like that to be you ? "
you can then follow thru with jeff's step-by-step ....
if you still walk out of the house without a check and a contract, and they don't call the next day.... well, you can kiss that one goodbye and not look backMike Smith Rhode Island : Design / Build / Repair / Restore
I agree with DanH about the ploys, etc. The last thing you say after your presentation is the last thing that's gonna get me to sign. Usually I know if someone has a chance of being hired by me within a few minutes of meeting them - before we even get to discussing the project. Of course technical competence is key, as well.
Couple of tips which probably shouldn't need to be said:
1. Make sure you present yourself and your firm as a group I wouldn't mind having in my house and leaving there alone. I'm suprised how few people meet this criteria. This doesn't have anything to do with technical competence.
2. Stay up on the latest thinking/techniques in the field. I'm suprised how many contractors have come to my door with the most expensive and least intelligent ideas or ideas that result from the way their fathers did it.
3. Any kind of hard sale won't work. No one wants to be sold on something - they want to buy something. As an extreme example - this is why almost no one enjoys buying a car.
4. Don't insult your customer, their house, and/or their ideas. Rather explain your point of view.
Again, probably shouldn't need to be said but I'm suprised how few contractors I've met follow those points. Hope this helps a little.
Generally with home improvements (roofing, furnace, etc) I'm going to get bids from 2-4 vendors. If you're #2 and I'm expecting one or two more I'm certainly not going to sign on the spot, if only out of respect for the others. Trying to pressure me to sign is only going to give me a bad taste in my mouth.
Example, roofing contractor missed a couple of appts, then came and turned in a bid that, compared to two later ones, was 2x the going rate. Tried to high-pressure me with the old tactic of acting like I said yes and just needed to get the paperwork signed. Two weeks later admitted that he "must have made a mistake on the estimate" and offered (begged, actually) to come out and rebid. Wife told him to take a hike.
If I were going for a major remodel I'd probably have the design and build billed separately, just to avoid getting locked in until I was comfortable with the contractor (and, more importantly, until my wife was comfortable with him).
If ignorance is bliss why aren't more people
happy?
Only go to peoples houses that ask if you could please fit them in, because they don't want anyone else.
Beat it to fit / Paint it to match
I lick my eyebrows, that gets the womans attn right quick.
Spheramid Enterprises Architectural Woodworks
" the best investment in life, is a handle on love''
Maybe things are different over here in the UK, but intelligent people here know when they are being sold to, most of the sales techniques discussed in this thread are common knowledge to middle class consumers, which is why I make a conscious effort to avoid them.
Most of the professional salesmen in my line (kitchens) are desperate to make the sale in one visit, for them it's a gamble, sometimes they score and that will be worth the leads they upset in the process.
The stuff that works best for me is to make sure I have a product they want to buy, in other words, me, and my portfolio, and make it clear that I would like the sale but can manage very well without it. I know that in virtually every case they are not going to make a decision on the first visit, and act and talk on that basis. That seems to work well, and I can usually expect a call within a couple of days confirming that they want to go ahead.
Quite often I will hear later that mine was the only company that didn't try to pressure them, and that was what got me the sale, that and my personality of course, and the nice clean late model tastefully signwritten van I arrived in
John