CUSTOMER FOCUSED
CUST. FOCUSED CONT.
SSEI
CREDIT
SPECIALTY SALES
100
To look for and proactively approach the customer with a smile and to build rapport
What is Initiate Greeting
100
ensure the customer knows you appreciate and value his/her business, draw the conversion to a close
What is Thank the Customer
100
Threshold amount to get a full SSEI paid out each quarter.
What is 108%
100
Business account we offer our Pro Customers, with this they can hold a revolving charge or choose to pay the balance off monthly. They also get a discounted delivery on only $20.00 and 5% off
What is LBA
100
Deposit amount for assessment to get specifications on a potential install.
What is $35.00
200
To ask probing questions to identify the customers current task, project scope, and phase
What is Make Assessment-
200
When customer compliments or complaints come into the store through and online source, customer can submit feedback through the survey on the bottom of their receipt
What is CCIC
200
Total margin minus install complaints, regular complains, inventory shrink, damages, payroll, and cash overages and shortages.
What is SCM
200
Business account we offer our Pro Customers this is good for larger businesses, this card requires the balance to be paid off monthly, this has a feature where they can pay by specific invoice as well. customers receive discounted delivery fee of only $20.00 and 5% off everyday.
What is LAR
200
A customer who owns or is making decisions of a home or dwelling, is interested in our install services and would like to know more.
What is Lead
300
Offer products and services by describing relevant features and benefits that satisfy the customers stated needs, as appropriate guide the customer to what they need.
What is Provide Solution-
300
account for 5.3% of our overall sales last year, went up 22% from the previous year. Convent way for customers to shop on their own time.
What is BOPUIS
300
These are conducted by an independent, third party vendor at each store five times per quarter. Each component of the IMPACT selling model is assessed.
What is Mystery Shop
300
offer given everyday to our non business account holders.
What is 5% 6MNI
300
Free in home estimate for exterior projects; exterior doors, roofing, siding, gutters, fencing, HVAC
What is PSE-
400
Listen for cues and clues for additional project needs the customer has, offer complimentary product, credit, etc. to exceed expectations
What is Add Value
400
this is a service in place to help customers who need assistance to get it in a timely fashion.
What is Call Buttons
400
One of three components of SSEI program, it's designed to assess customer service at each store, this is the “gateway” through which store must pass to be eligible for the quarterly and annual SSEI bonus.
What is Customer Focused
400
minimum purchase needed when using LCC to take advantage of the 84 months special financing of 5.99 APR.
What is $2,000.00
400
Close sales outside of the store, to maximize sales of interior projects (focus on kitchen and bath) and related products. This includes sale planning, in-home and in-store customer consultations, development of project proposals, and tracking of current and potential sales.
What is PSI
500
Recap conversation between you and the customer, focus relevant features and benefits, gain the customers commitment.
What is Close for Next Steps
500
data base to input PSI, PSE customer information
What is Project Tool
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