General
This is the first thing you should ask every customer after introducing yourself.
"What brings you in today?" or “Did you have a reservation?”
What's the goal of the first 5 minutes with a customer?
Build rapport/relationship and discover their needs.
“We need to think about it."
Find out what specifically they need to think about.
Name one thing every customer should leave understanding.
Our health warranty, support, financing, or why our puppies are different.
Why do we call before texting?
It feels more personal and gives us the best chance to connect.
When should you start building value?
Immediately/ Follow your process—not after the customer asks about price.
What's the biggest mistake consultants make before discussing price?
Not building enough value first.
”My spouse isn't here."
Invite both decision-makers in, FaceTime them, or gather information for follow-up.
What's more important than making a sale?
Creating an amazing customer experience.
Name one good question to ask in a follow-up text that encourages a reply.
What are two benefits of purchasing a puppy from Petland versus a random online seller?
YOU, health warranty, veterinary care pre & post sale, breeder standards, socialization, support, financing, starter package, etc.
A customer says, "We're just looking." What's your response?
Continue the conversation, ask questions, and build rapport instead of leaving them alone.
“They're too expensive." What's the first thing you DON'T do?
Discount or immediately defend the price.
When should you ask for the sale?
Once you've built value and answered their questions and given price.
Why shouldn't every follow-up message sound the same?
Customers recognize automated messages; personalization gets more responses.
Name three things you should learn during discovery phase.
Family/lifestyle, previous dog experience, home environment, activity level, allergies, children, etc.
Why is it important to stick with the process your taught?
The presentation, booklet, and other materials provide customers with all the essential information, answer most common questions, reduce objections, and help create the best possible customer experience.
True or False: Every objection is really a request for more information.
True
How can you make a family emotionally connect with a puppy?
Encourage interaction, ask future-focused questions, and paint the picture of life with that puppy.
How quickly should we contact a new lead?
As soon as possible, within 2 minutes.
What are some goals you should aim for daily and why?
Reservations, Check-ins, Apps, and Merchandise. These help your scorecard and half % for bigger commission pay as well as helps store achieve daily goals.
List the major steps of our sales process in order.
Greeting → Discovery Phase→ Match puppies → Build value → Present Price → Handle objections → Ask for the sale.
If you've presented all available options and the customer still objects to the price, but they love the puppy and want a lower price, what should you say, and how should you follow up?
"If I can get it to that price point, would you take it home today?"
A customer says they're going to "shop around." What's the best response?
Respect their decision, reinforce your value, answer remaining questions, and schedule a follow-up.
Where are some places to call?
-Follow Up
-AWS
-People Stream
-BNS
-No Shows / Cancelled