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30 Cards in this Set
- Front
- Back
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What are the steps to selling skills? |
Welcome Understand Sell Appreciate |
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What percentage of shoppers do research before coming into the store? |
89% |
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What percentage of online shoppers come to the store for a live demo? |
67% |
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Name four options we can utilize for omnichnnel fulfillment |
In store, Over the phone, Online on Bestbuy.com, Using the best buy app |
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How do we welcome a customer? |
In a timely manner Friendly and courteous start a conversation |
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Name 3 good conversation topics |
Children Entertainment Current events Weather Sports Holidays Personalized clothing |
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What is a hand-to and when is it utilized? |
A hand-to is when you hand off a customer in a respectful manner to someone who is more of an expert in a given product, it is done when the customer wants more specific information and you don’t feel like you have the knowledge they are seeking |
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What is the four part structure that should be followed when transitioning into the sell? |
What, why, benefit, closed question |
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What do you do during the welcome? |
Welcome in a friendly and unique manner that initiates conversation |
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What two areas of NPS do we have the biggest impact on? |
Associate availability Associate knowledge |
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What are the five components of the best buy customer promise? |
Latest devices and services all in one place Ability to shop when and where you want Competitive prices Knowledgeable and impartial advice Support you for the life of your product |
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List three questions that you can ask to understand your customer’s networking needs |
How many Wi-Fi devices do you have at home? Do you have any dead spots in your home? How old is your modem? |
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A customer’s purchasing decision is based on what two factors? |
Trust & Value |
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What are some resources we can use to learn about products? |
E-learnings Path to excellence youtube hands on experience |
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What do you do during the understand step? |
Ask the customer questions to better understand their journey and build their ideal solution |
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What two things can you do if a customer knows what they want? |
Ask questions to validate the customer’s choice Ask to show them a demo |
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List three non-product related questions to help understand a customer |
Questions from the four areas: family, occupation, recreation, motivation What do you for work? What do you like to do for fun? How big is your household? |
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Give an example of a question that would help find the complete solution |
If money was no object and technology were endless, what would you want? |
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List two reasons the CRW benefits you |
Keep you from forgetting things Helps you create and recommend the complete solution |
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List two reasons the CRW benefits the customer |
Gives them a place to continue researching if they decide not to buy that day Can get the complete solution and not get home missing anything |
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Why is summarizing an important part of the understand step? |
Gives the customer a chance make sure they’re getting something that will do everything they want and need before actually looking at a product |
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How do we understand our customers? |
Ask questions to understand the best solution Ask if they’re my best buy/credit card members Ask what’s important to them Utilize the sales tools |
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Which part of the customer promise does asking questions help fulfill? |
Knowledgeable and impartial advice |
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What do you do during the sell step? |
Demo and recommend a complete solution |
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How do you sell? |
Include the customer in the demo explain the features and benefits recommend the complete solution recommend/discuss networking utilize omnichannel fulfillment ask for the sale |
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What does geek squad do? |
Home theater installation Mobile install Appliance repair PC support |
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What plans does geek squad offer? |
Geek squad protect & support/ geek squad protect & support plus Geek squad protection Geek squad 24/7 support Geek squad product replacement |
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What is the main reason that a customer doesn’t buy today? |
They were never asked for the sale |
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What are a couple of different ways to ask for the sale? |
Do you want to go with this today? Let’s go over to the register and get you started Did you have any questions or concerns? |
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What is value? What is price? |
Price is a dollar amount, value is established by matching the product’s benefits to the customer’s needs wants and desires |
