How a client stands may tell you what you need to know about whether they’re ready to buy.

WHY IT IS TRUE: Are their arms folded and closely tucked at their sides? This indicates that they might not be open to you. Are their bodies turned toward or away from you? “Away” can symbolize that they are giving you the cold shoulder. “Toward” you, on the other hand, can imply a decision for interaction and more information.

PLAN OF ACTION: Ask open-ended questions that get clients sharing their genuine wants and needs. By doing so, you will help them to move closer to the close.

WHY IT IS TRUE: Many salespeople are scared to be the bearer of bad news, but customers appreciate honesty.

PLAN OF ACTION: Be up front, and be prepared to accept the consequences. Maybe the customer’s special order ring from the vendor did not arrive on time. The customer does not care about the problems the vendor incurred. Explain the actions you’ve taken to rectify this situation, and if necessary, offer any compensation you feel will help.

WHY IT IS TRUE: The customer will say things that indicate they are ready to buy, but many salespeople talk right through these cues.

PLAN OF ACTION: During a meeting with your staff, write these verbal buying signals on a flip chart and ask your staff if they can think of any to add to the list.

• Do you take credit cards?
• I really like it.
• I think she’ll like it.
• Do you have a warranty program?
• Will you gift-wrap it?
• You provide an appraisal?
• What if she doesn’t like it?
• What time do you close tonight?
• Do you have it in white gold?
• Will you be able to size it for me?
• If I buy it, when can I pick it up?
• I really like the feel of it.
• I really like the way it looks on me.
• Can I put it on my store credit?
• Can you engrave it for me?
• You have a layaway plan?
• Since I can’t take until it is sized, do you deliver?
• Does it come in a box?
• How can I care for it?
• Do you have the matching earrings?
• Can I borrow a calculator?
• If I buy the ring, will you pay the tax?
• What is your return policy?
• What do you think?

Then, divide your salespeople into groups of two or three and have them write the appropriate closing question to each one of the verbal buying signals. Then you can compare the results.