Closing a sale is the ultimate goal of any sales chat conversation. It's the moment when all your hard work building rapport, identifying needs, and presenting solutions finally pays off, and the customer commits to making a purchase. However, closing a sale is not always easy, and it requires a combination of skill, timing, and confidence to do it effectively.

In this chapter, we'll explore four key strategies for closing sales and securing commitments in sales chat: recognizing buying readiness, asking for the sale, presenting clear next steps, and following up after the chat. By mastering these techniques, you can increase your conversion rates, build stronger customer relationships, and ultimately drive more revenue and success for your business.

One of the most important skills for closing sales in chat is the ability to recognize when a customer is ready to make a purchase. This requires paying close attention to both verbal and non-verbal cues throughout the conversation, and knowing how to interpret and respond to those signals effectively.

Some common verbal cues that signal buying readiness include:

For example, if a customer says something like "This sounds like exactly what I've been looking for. How soon can I get started?" or "I need to solve this problem ASAP. What's the best price you can offer me?", those are clear verbal cues that they are ready to make a purchase.
In addition to verbal cues, there are also non-verbal cues that can signal buying readiness in chat conversations. These may include:

For example, if a customer who has been relatively quiet suddenly starts asking rapid-fire questions and sending enthusiastic emoji, that could be a non-verbal cue that they are getting closer to a purchase decision.
Of course, it's important to remember that not all customers will exhibit the same buying readiness cues, and some may be more subtle or harder to detect than others. That's why it's important to approach each conversation with curiosity, empathy, and a willingness to listen and adapt to the customer's unique needs and communication style.

One effective way to gauge buying readiness is to use probing questions that help you understand the customer's current situation, challenges, and goals. For example, you might ask:

Asking these kinds of questions and listening carefully to the customer's responses, you can get a better sense of where they are in the buying process and how close they may be to making a purchase.

Ultimately, recognizing buying readiness is both an art and a science, and it requires a combination of intuition, experience, and active listening skills. By staying attuned to verbal and non-verbal cues, asking probing questions, and adapting your approach based on the customer's unique needs and preferences, you can increase your chances of identifying the right moment to ask for the sale and close the deal.

Once you've recognized that a customer is ready to make a purchase, the next step is to actually ask for the sale. This can be a daunting moment for many sales professionals, as it requires a certain level of confidence, assertiveness, and risk-taking. However, by using the right techniques and approaches, you can make asking for the sale feel more natural, genuine, and effective.

One common way to ask for the sale in chat is to use a direct, straightforward approach that clearly communicates your intention and desired outcome. For example, you might say something like:

Using clear, specific language that assumes the sale and prompts the customer for a yes/no response, you make it easy for them to take the next step and commit to the purchase.

Another way to ask for the sale is to use a more subtle, suggestive approach that guides the customer towards a purchase decision without being overly pushy or aggressive. For example, you might say:

Using language that suggests a course of action or encourages the customer to consider a specific option, you can gently nudge them towards a purchase decision without feeling like you're forcing their hand.

Regardless of which approach you use, it's important to ask for the sale with confidence, enthusiasm, and a genuine belief in the value and benefit of your product or service. Avoid apologizing, equivocating, or undermining your own offering, and instead focus on the positive outcomes and results the customer can expect from working with you.

It's also important to be prepared for objections or hesitations that may arise when you ask for the sale. Rather than getting defensive or discouraged, view these as opportunities to provide additional information, reassurance, or value that can help the customer feel more confident and ready to buy.
For example, if a customer expresses concern about the price when you ask for the sale, you might say:

Or, if a customer says they need more time to think about it before committing, you might say:

Addressing objections with empathy, understanding, and a focus on problem-solving, you can often overcome those final barriers to the sale and secure the customer's commitment.

Once a customer has agreed to make a purchase, it's important to provide clear, specific next steps that outline what will happen next and what the customer can expect from the buying process. This helps to build trust, reduce anxiety or uncertainty, and ensure a smooth, positive experience that leads to long-term customer satisfaction and loyalty.

Some key elements to include when presenting next steps include:

For example, after closing a sale for a software subscription, you might present next steps like this:

"Great! Here's what will happen next:

1. I'll send over a contract and setup form for you to review and sign electronically. That should arrive in your inbox within the next hour.

2. Once we receive your signed contract and payment information, our team will create your account and send you login credentials within 1 business day.

3. You'll have immediate access to our online knowledge base, video tutorials, and other getting started resources to help you learn and use the software effectively.

4. Your subscription will be billed monthly at the agreed-upon rate of $99/month, with the first payment processed on the 1st of next month.

5. If you have any questions or concerns along the way, our customer success team is available 24/7 via email, phone, or chat to assist you.

Thank you so much for choosing our solution, we're excited to partner with you and help you achieve your goals! Please let me know if there's anything else I can do to support you in getting started."

Presenting clear, actionable next steps in a friendly, supportive tone, you can help the customer feel confident and excited about their purchase, and set the stage for a successful long-term relationship.

It's also important to be proactive in your communication and follow-through after presenting next steps. This might include:

Staying engaged and responsive throughout the post-purchase process, you can help to build trust, loyalty, and advocacy that can lead to repeat business, referrals, and other growth opportunities for your brand.

The sales process doesn't end when the customer completes their purchase or leaves the chat conversation. In fact, the post-chat follow-up is a critical opportunity to reinforce the customer's decision, provide additional value and support, and lay the groundwork for long-term success and loyalty.

Here are some best practices for following up with customers after a sales chat:

1. Send a timely, personalized thank-you message Within 24 hours of the chat conversation, send the customer a personalized email or message that thanks them for their purchase, recaps any important details or next steps, and reiterates the value and benefit of their decision. Use a friendly, appreciative tone that makes the customer feel valued and supported.

Example:

"Hi [Name],

I just wanted to send a quick note to thank you again for choosing our solution. We're thrilled to have you as a customer and can't wait to help you achieve your goals!

As a reminder, here are the next steps we discussed:

[Recap next steps and timeline]

If you have any questions or concerns along the way, please don't hesitate to reach out. Our team is here to support you every step of the way.

Thanks again, and welcome aboard!

[Your Name]"

Provide additional resources and support In your follow-up message or communication, include links to helpful resources, guides, or tutorials that can help the customer get started and succeed with their purchase. This might include:

1. A getting started guide or checklist

2. Video tutorials or webinars

3. FAQ or troubleshooting documentation

4. Contact information for customer support or success teams

Anticipating the customer's needs and proactively providing resources and support, you can help to reduce friction, increase adoption and satisfaction, and demonstrate your ongoing commitment to their success.

Set expectations for ongoing communication and support In your follow-up communication, set clear expectations for how and when the customer can expect to hear from you or your team in the future. This might include:

1. A schedule for regular check-ins or progress reviews

2. Information on how to access customer support or success resources

3. Details on any upcoming events, webinars, or training opportunities

4. Invitations to join user communities, forums, or social media groups

Setting expectations upfront and providing multiple channels for ongoing engagement and support, you can help the customer feel connected, supported, and empowered to succeed with your solution.

1. Ask for feedback and reviews After the customer has had some time to use and experience your product or service, reach out to ask for their feedback and insights. This can help you gather valuable information on what's working well, what could be improved, and how you can better serve the customer's needs and preferences.

You might send a brief survey or questionnaire, or simply ask the customer to reply with their thoughts and suggestions. Be sure to thank them for their input and let them know how you plan to use it to enhance their experience and support their success.

If the customer provides positive feedback, you might also ask them to consider leaving a review or testimonial on your website, social media, or other public forums. This can help to build social proof and credibility that can influence other potential customers and drive more sales and growth for your business.

Example:

"Hi [Name],

I hope you're enjoying your experience with our solution so far! I wanted to reach out and ask for your honest feedback on how we're doing and what we could do better to support your needs and goals.

If you have a few minutes, I would greatly appreciate your thoughts on the following questions:

1. What has been the most valuable aspect of our solution for you so far?
2. Are there any areas where we could improve or provide additional support?
3. How likely are you to recommend our solution to a friend or colleague (on a scale of 0-10)?

Thank you in advance for your input - we truly value your perspective and are committed to using it to enhance your experience and success.

If you're happy with your experience so far, we would also be grateful if you could consider leaving a brief review on our [website/social media/review platform]. Your positive feedback can help other customers like you discover and benefit from our solution.

Thanks again for your partnership and support!

[Your Name]"

Following up after the chat with timely, personalized communication, proactive resources and support, clear expectations for ongoing engagement, and requests for feedback and reviews, you can help to build strong, lasting relationships with your customers that lead to increased retention, loyalty, and advocacy for your brand.

Mastering these techniques for recognizing buying readiness, asking for the sale, presenting clear next steps, and following up after the chat, you can increase your conversion rates, build stronger customer relationships, and ultimately drive more revenue and success for your business through effective sales chat conversations.