As the team leader, you need to ensure your salespeople don’t celebrate their sale too soon because 25% of sales cancel.
(Hopefully they’ve watched you do this “button up” numerous times before trying it on their own).
An important and often overlooked part of the CLOSE is the “button-up.” It’s important to make sure the sale is solid and the new client is happy with their decision.
Buying a property is one of the biggest decisions a person can make, but most people aren’t experienced decision makers so they often get cold feet after making a major decision. Therefore, the salesperson wants to test the strength of the buyer’s decision while they are together.
AFTER the buyer has signed the paperwork, (never call it a contract) the agent sits back in their seat, in a relaxed position and says:
“Now that you made the best decision on this great investment, tell me again what you like most about this property?
Pause
If the buyer gives a squeamish reaction or a flat answer to the above question, this is a red flag that the sale isn’t solid; they are not sold.
This is the opportunity to head off buyer’s remorse. If there’s no sense of excitement, the salesperson needs to, with empathy, dig a bit deeper into why.
“Mr. Prospect, I have to tell you, I was expecting a more enthusiastic response to that question. Do you think we should, maybe, slow down a bit? Making an investment like this shouldn’t be rushed. Unless this feels right, we may want to keep looking until we find something that excites you a bit more.”
Pause.
If there is a long delay or the buyer doesn’t give an immediate answer, there is a problem so the salesperson needs to get them to reaffirm their decision.
“Let’s discuss what you are thinking. Is there something about your situation that I don’t understand? We don’t want to move forward unless this is right for you and purchasing it will be a happy occasion.”
Pause.
The salesperson needs to get the buyer talking so ask:
“Please tell me what you're feeling; tell me what you are thinking.”
Pause.
Most of the time, it’s fear blocking their joy, so the salesperson’s job is to unblock it. However, if this property isn’t right for them, the salesperson doesn't want the buyer to move forward. A salesperson will never build a solid business on someone else's mistake.
Salespeople must consider the long term. If the client isn’t feeling good about their decision, they may cancel the next morning. Fear can unhinge a sale, and most people suppress it during the sales process.
There are lots of properties out there. Sooner or later the right property will be found for the client. It is better to let the client step back now so that the salesperson can continue the sales process until they find the right property.
