The ART of Closing

Call Center Sales Success

What is the ART of Closing?

A = Acknowledge

R = Remind

T = Tie-Down

What’s Most Important

A.R.T is a technique for answering a

customer’s initial objection by reminding them

about what’s most important to them.

Do you have anything for my elbow pain?

Why We Use ART

My Elbow Hurts! I’m sorry to

hear that. How has that impacted your life?

I’m sad because I can’t play tennis anymore. I love tennis. I’d give anything to play

again.

We sure do! It’s this thing and it costs $200.00

after building value...

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Why do customers focus on the money?

WOAH! All I can think about is the MONEY

Sometimes, even when we do a great job building value in the product the customer forgets about what’s really important when they hear the price.

Our job is to help them remember what’s really important. We need to REMIND them about their Hot Button!

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Remind Them and Paint a Picture

Remind them of how their life is now... (you might think of this step as painting a dark cloud)

Help them see the life they want! (you might think of this step as painting the sunshine or a ray of hope!)

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A = Acknowledge R = Remind

I need to think this over...

I understand, that makes sense...

The agent uses “A” Acknowledge by saying “I

understand”.

...earlier you told me how badly your elbow hurt and how much pain you were in. You told me you were devastated because the pain is preventing you from playing tennis.

The agent uses “R” to remind the

customer of how their life is

now...she uses his own words for

additional impact.

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R = Remind / Painting a Ray of Hope

Well Tony, I want you to imaginehow great it’s going to be when the pain in your elbow decreases and you start feeling like yourself again. You call up your friends, grab your favorite racket and head down to the courts to enjoy an afternoon of tennis, pain free just like you used to...

The agent is still in the “R” step but now she’s reminding Tony of the life he

wants to have. Notice she uses his name to gain his attention and directs him by

saying “just imagine”

All that’s left now is to “Tie-Down” and Close!

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T= Tie Down and then Close!

...and that’s really why you called today isn’t it?

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Yes it is, I love tennis.

Excellent! You’re making a great decision Tony. How do you spell your last name?

D.E.T.I.G.E.R

Nice

Job!

The agent uses a tie-down to get a “yes” response from Tony.

Then she uses an assumptive close to begin writing the order

Smoke Screen

Generally the customer’s first objection is a

smoke screen. Use the ART of closing to help

remind them why they called.

It’s like a brief review of the call!

ART needs paint

ART requires a hot button. Attempting ART

without a hot button is like painting with no

paint.

Work hard early in the process to uncover and

learn about the customer’s hot button.

Practice

Like any professional to be a MASTER you

need to practice your ART!