Question

What are the definitions of the terms direct close and service close?

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Direct close is a method of closing a sale in which a sales representative asks or politely encourages the customer to give them a positive response about a product purchase. After that, the purchase process starts in which a certain product is packed, terms of payment are discussed and eventual house delivery. This method is applied when a sales representative sees verbal or nonverbal signals from the customer that they are willing to buy the product. Any additional mentioning of a product's characteristics can make the customer angry. For example: "Looks like you found everything you came here for, even more. If you agree, we can go to the register and arrange the terms of payment for the delivery of these house appliances."

Service close refers to the method of closing the sale in which customer has shown that they are interested in a product, but they still need a bit of incentive to make a final decision, that is, to buy the product. In these situations, a sales representative has to be experienced and recognize which additional information would be interesting to the customer to help them with the decision.

For example, if a sales representative notices that the customer has issues with solving potential problems that could arise with the use of the product, they can represent the terms of product warranty to them. That is going to enable the customer to understand what goes under warranty, how long it lasts and if there is an option to get the replacement product if this one needs to be repaired. If the desired product is more expensive, maybe the customer should be offered various payment methods. Equally, perhaps the moment that would finally make the customer decide to purchase the product is when the sales representative explains the excellent home delivery terms. That is important when the customer is interested in buying large and heavy items like house appliances, furniture, etc.

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