How to Nail Your “Wow” Moment in the Customer Experience

An amazing experience demands a big finale. A “Wow” moment!

Imagine this, you are enjoying a Fourth of July fireworks show complete with fried chicken and live music, and you know the big finale is coming.

You tell the kids to get ready and cover their ears. You are eager for the BAM, BAM, BAM…bambambambambambam…and big lights exploding across the sky. It’s your favorite part of the show!

But what if, instead of the big finale, the sky went black and all that went up was one sad, little sparkler…eeeeeeee, pop! And that was it.

How would you feel? Disappointed? Let down? Perhaps even confused? This is how our buyers feel when we finish an amazing presentation with a less than stellar close.

It has been scientifically proven that people will judge an experience based on the final key moments of that experience. This is called the Peak End Rule.

The Peak End Rule is a psychological principle in which people judge an experience largely based on how they feel at its peak moment (i.e., it’s most intense point), usually at its conclusion.

So, here’s the question for salespeople  – how well do you close? Are you nailing your “Wow” moment?

Does your customer experience a powerful, strategic and emotional crescendo? Do you ask for the sale?

How does your customer feel when the experience ends? If they didn’t buy from you that day, did you make a memorable impression on them so that when they are ready to buy, they come back to you?

It’s crucial that you deliver memorable moments at the conclusion of your presentation, where your customer experiences an emotional high. Just like an “Ooooo and Ahhhhh” moment during the finale of a fireworks show!

Sure, it’s important to start strong. But a strong ending seals the deal!