u/Hot-Swan4780

I'm in SaaS tech within engineering, our average deal value in ARR is £25k and our discovery meeting booked to closed won is around 8%. All of our customers have come from cold calling outbound efforts. We sell to SMB to mid market mostly. Who are the best closers on here and what tips could you share? My SDRs typically book 12-15 discovery meetings per month. I'm looking for tips or techniques which have worked for you when it comes to the final closing stages. Thanks

I'm in SaaS tech within engineering, our average deal value in ARR is £25k and our discovery meeting booked to closed won is around 8%. All of our customers have come from cold calling outbound efforts. We sell to SMB to mid market mostly. Who are the best closers on here and what tips could you share? My SDRs typically book 12-15 discovery meetings per month. I'm looking for tips or techniques which have worked for you when it comes to the final closing stages. Thanks

Long-time customer. One I had personally closed after five months of work. Never complained. Renewed twice. Assumed they were happy. Then out of nowhere this massive email arrives detailing every frustration they'd had over two years. Features that didn't work as expected. Workflows that were harder than they should be. UI decisions that confused them. Everything. And at the end, they said they were ready to cancel.

First instinct was bad. I fired back a defensive email. If it was so bad why did they keep paying. Why didn't they say something earlier. Then I stepped back and read the email again, slowly, multiple times. Every point was valid. That's not loyalty. That's tolerance. And tolerance runs out eventually. I used sales simulator chatvɪsor to rehearse my approach and get my emotions in check, then reached out the same day. No more excuses. Just asked to talk. Spent an hour on a call listening, not pitching. Told them what we'd fix and when. Told them what we wouldn't fix and why. No discount. No over-promising. Put together a quick deck showing what we actually changed and walked them through it two weeks later. They went from ready to cancel to actively recommending us. Became a case study. All because I treated their essay of complaints as a second chance to sell, not an attack.

Most customers won't tell you what's wrong. They'll just churn. When someone takes the time to write 1,400 words, that's someone who still wants it to work. Listen to them. The close is not the finish line.