Acronyms
HFB stands for
What is Home Furnishing Business?
Our big goal with Active Selling
What is 1+1, convert one more customer and sell one more item
The best way to start the sales conversation is with
What is open questions?
An example of the 8 stages in the customer journey is
What is recognizing, visiting, exploring, choosing, receiving, integrating, supporting, using?
The HFB that Services fall under is
What is 97?
The H in Heart stands for
What is being Helpful?
This is the most important sales skill
What is active listening and asking the right question?
We believe that customer service means putting the customer at the "_____" of everything we do
What is HEART?
This is why it's important to understand the landscape of the omnichannel retail environment
What is - The store and online offers complement each other
The Standard Delivery Cost is
What is $19?
The T in ACTIVE stands for
What is Translate needs (into solutions)
Verbal communication is based on
What is 7%?
Features "_____", Benefits "____"
What is Tells and Sells?
Your buying decision is governed by the intellect by only
What is 1/7 of your buying decision?
Task Rabbit does not provide "____" during a service
What is trash removal?
Clarifying questions tie into this letter from the acronym ACTIVE
What is "C" Capture and Confirm?
The level of listening we should apply is
What is with your attention on the sender (customer)?
We want to know more than the customer by researching features and benefits with
What is Product Analysis?
The IKEA return policy
365 days if in the original packaging, 180 out of package, 90 love it or exchange it for mattresses. Must have receipt
The free planning services that IKEA offers
That is Wardrobes, Living Room, IKEA Business, Home Office, Bathroom, Kitchens
Hypothetical questions tie into this letter in the acronym ACTIVE
What is "T" Transfer Needs into Solutions?
This much of our communication is made up by body language and tone of voice
What is 93%?
These are all examples of the criteria's for an add-on
What is coordination, comfort, personalization, installation, safety, care and maintenance?
The IKEA golden circle
What is - Why: to create a better life for the many people, how: at prices so low that as many people as possible will be able to afford them, what: offer a wide range of well designed, functional home furnishing products
The two types of credit cards we offer at IKEA is
What is VISA and Project Card?