When a customer says “we’ll have to look around,” give them back three reasons they already gave you, then stop talking. That’s the whole technique, and the stopping is the part most salespeople can’t do.
Say you’re closing a kitchen remodel worth several thousand dollars and the couple says they’ll look around. You say: “Let me just see if I got everything right. You said the one you have now is too small, you need a new refrigerator, and the flooring is coming up. You also said that with your grandchildren around, the doors and drawers they can get into aren’t safe. Did I miss anything?”
Then comes the magic part. You shut up. Bite your tongue and wait for them to speak. What happens most of the time is they talk themselves into it: “Yeah, why don’t we go ahead.” They just heard their own reasons out loud, in order, from someone who was clearly listening. Nobody argues with their own evidence.
Compare that to what poor salespeople do at the same moment. They get nervous and start handing the customer reasons not to buy. “Is it too much money? Do you want to wait until it’s on sale? Do you want to think about it?” Every one of those questions teaches the customer how to leave.
This close works because it isn’t pressure. You’re not adding anything new. You’re proving you heard them, and you’re letting their own words carry the weight. Three reasons they gave you, one question, and silence. The customer does the rest.
The repeat-back close is a trained behavior. SalesRX online retail sales training drills it until the silence feels natural, then an unannounced mystery shop measures whether your crew uses it on the floor. For more closes that work without pressure, see retail sales strategies.
What do I say when a customer says they’ll look around?
Give them back three reasons they already gave you, ask whether you missed anything, then stop talking. The stopping is the part most salespeople can’t do, and it’s the part that closes the sale.
Why does repeating a customer’s own reasons close the sale?
Because you’re not adding pressure and you’re not adding anything new. You’re proving you heard them, and you’re letting their own words carry the weight. Nobody argues with their own evidence.
What should I never say when a customer is about to walk?
Don’t ask if it’s too much money, if they’d rather wait for a sale, or if they want to think about it. Every one of those questions hands the customer a reason to leave and teaches them how to do it.
We are pleased to mention that the author, speaker and retail consultant Bob Phibbs aka the Retail Doctor (who has contributed to BRA with outstanding articles like this one and so many others that we have reposted over the past few years) has also contributed to BRA monetarily. We value his relevant retail insight and encourage you to learn more about his offerings by clicking on the following link to his website: www.retaildoc.com
– Doug Works, Executive Director BRA
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