Phase 7: The Close
The close is where you ask for the commitment. This is the most important moment of the call. Everything you've done up to this point has been building to this question.
The Choice Close
This is your primary closing technique—the assumptive close that gives them a choice between two yeses.
Rep: "Based on everything you've shared, I truly believe we can help. The next step is getting you scheduled for admission."
"We have availability. Would today or tomorrow morning work better for you?"
(Pause. Let them answer. Do not fill the silence.)
Why This Works
- Assuming the sale: Not "Do you want to go?" but "When?"
- Choice between two yeses: Today or tomorrow (not "yes or no")
- Creates urgency: Not "sometime next week"—TODAY or TOMORROW
- Confident delivery: You believe they should go, so you ask directly
If They Commit Immediately
If they say "Tomorrow morning" or "Today," celebrate and move to logistics:
Rep: "Great. Let's get you scheduled. I'm going to connect you with our Pre-Assessment Specialist right now. They'll complete a quick clinical assessment and confirm logistics. It takes about 10-15 minutes. I'm going to bring them on the line now."
If There Is Hesitation
If they hesitate, start to waffle, or say "I don't know," use the hot button anchor:
Rep: "I hear the hesitation—and that's completely normal. Let me ask you this: If nothing changes between now and later, what happens to [hot button]?"
(Pause. Let them sit with it.)
"So given that, which option makes the most sense—today or tomorrow?"
Why This Works
- Names the hesitation: It's normal, not a dealbreaker
- Anchors to the hot button: Their deepest fear
- Connects waiting to the consequence: If you wait, your fear comes true
- Re-asks the close: Today or tomorrow
Example of the Close in Action
Rep: "We have availability. Would today or tomorrow morning work better for you?"
Caller: "Um, I don't know. I think I need to think about it."
Rep: "I hear the hesitation. Let me ask you this: You told me your biggest fear is losing custody of your kids. If you wait a week, and you're still using, what do you think happens to that custody situation? Does it get better or worse?"
Caller: (pause) "It gets worse."
Rep: "Exactly. So the question isn't really 'Am I ready?' The question is 'Which choice protects my kids?' And the answer is starting today or tomorrow. Which one works better for you?"
Caller: "I guess... tomorrow morning."
Rep: "Great. Let's get you scheduled."
Handling Common Objections at the Close
When objections surface at the close, handle them quickly and re-anchor to the hot button. See the Objections section for detailed responses.
"That's too expensive"
"I understand. Let me ask you—how much are you spending right now on [substance]? You're going to spend that anyway. The difference is, you can spend it here and come out with tools, or spend it on [substance] and stay exactly where you are. Which makes more sense?"
"I'm not ready"
"What's going to be different in two weeks? You told me [hot button] is your biggest concern. Will that get better if you wait, or worse? Right now, you're at a place where you're willing to get help. That window doesn't stay open forever."
"I need to talk to my family first"
"That makes sense. Can you call them right now? I'll wait. Or can we get them on the phone together? Because the longer we wait, the harder this gets. Let's include them in this decision today."
"I have things to take care of first"
"What specifically do you need to take care of? How long will that take? Can you do that this afternoon and start tomorrow? What's preventing you from starting tomorrow?"
Usually, there's nothing truly preventing them—it's fear. Keep pushing gently.
If They Refuse to Commit
If they absolutely will not commit today or tomorrow, set a firm follow-up:
"I respect that. Here's what I need from you. I'm going to call you tomorrow at [specific time]. Between now and then, I want you to really think about what you're most afraid of. Not the logistics—the actual fear. When I call you tomorrow, I want us to talk about that. Can I reach you at [number]?"
Family Version: Loved One Refusing Help
If a family member calls but the loved one is refusing treatment:
Rep: "Have they admitted there's a problem?"
Family: "No, they keep saying they can handle it."
Rep: "Are they with you right now, or could we get them on the phone?"
Family: "No, they won't talk to anyone."
Rep: "Okay. If they're not willing, we can talk through either a professional intervention or setting boundaries that force change. You actually have more leverage than you realize."
"Let me ask you—do they live with you? Do you pay for their phone? Their car? Do you give them money?"
(Walk through housing, phone, finances, transportation, etc.)
"If you're willing to hold firm, we can usually get them into treatment—but it starts with a plan. Are you ready to have that conversation?"
See the Loved Ones section for detailed intervention and boundary-setting strategies.
Advanced Closing Techniques
The Silent Close
Ask the closing question, then say NOTHING. Let the silence work for you. The first person who speaks loses.
The Assumptive Follow-Up
After they commit, move immediately to logistics as if it's already decided:
"Great. So tomorrow morning—do you have a ride, or do you need us to arrange transportation?"
The "What If" Close
If they're stuck in analysis paralysis:
"Let me ask you this—if you knew FOR SURE that this would work, that you'd get sober and stay sober, would you do it today?"
(They'll say yes.)
"Okay. So the only thing holding you back is fear. And I get that. But fear isn't a reason to stay sick. It's a reason to get help. Let's do this."
The "Nothing Changes" Close
If they want to wait:
"If nothing changes between now and [their timeline], what happens? Does your situation improve? Or does it get worse? And if it gets worse, are you more or less likely to make this call again?"