Discovery
Why is Discovery important?
Discovery ensures we understand the Customer's needs, goals or situation holistically BEFORE moving forward.
How do we get to the point where we feel ready to make a recommendation?
Discovery questions
Why do we include a tie-back?
It uses the Customers own language to showcase the value of the recommendation for them specifically.
What is the most important section of the rubric that helps you overcome objections?
Discovery
Give 2 qualifying 2FA pieces
All acceptable answers:
First and last name
Email address
Phone #
Order #
Shipping Address
Asking this type of question helps uncover beyond the surface
Open-ended questions
Your Customer lives in FL, is new to Mood, isn't sure what strength product they would want, but wants to try multiple gummy products. What bundle would you recommend?
The Strength Sampler Bundle
By connecting your recommendation to what your Customer shared with you through Discovery, you're more likely to gain this.
Buy-in or agreement.
You give a recommendation and your Customer declines, what are your next steps?
1. Acknowledge what they said and ask what the hesitation is (if they haven't already shared that).
2. Provide a second offer
What are the two pieces we must give when using our Medical Disclaimer?
1. We are not medical professionals
2. Our products are not meant to treat, diagnose, or cure.
When should we include Discovery?
After getting permission to ask questions and verifying your Customer, weave discovery throughout. It isn't just a single phase that ends - it’s an ongoing conversation to keep learning their needs!
Your Customer is calling in to reorder the Sleep Gummies. You notice they order these around the same time every month, what should our recommendation be?
Our Subscription service.
- Consistent discount
- Effortless ordering
- Easy to manage/edit
- Flexible frequencies
Your Customer mentions holding off because the product is too expensive. What could we offer/highlight next to encourage continuation of a sale?
1. Subscription Discount
2. Mood Points
What should you do if your Customer mentions an SAE during an interaction?
Your Customer is new to Mood and is interested in placing an order but have no idea what they want. What are 3 core questions we can ask them?
What Mood they're looking for, their preferred consumption method, and overall THC experience level.
Your Customer wants free shipping and is about $10 away from receiving it, what small ticket add-ons could we recommend? Please name 2.
1. Andy's Bakery Treat
2. Nano Shot(s)
3. Shooters
4. Pre-Roll Papers
5. One Hitter
6. Joint Roller
7. Ash Tray
8. Rolling Tray
Your Customer's last order of Lover's Haze pre-rolls arrived dried out and tasted off. However, you can see they're a loyal Customer who regularly reorders and enjoys trying different products. How can you tie-back their experience to position store credit as a more valuable solution than a refund?
- Tie the solution back to their interest in trying new products by offering to help find something that's an even better fit through additional discovery.
-Since they're likely to reorder anyway, reinforce the value of store credit by explaining it's available immediately, allowing them to place their next order without waiting for a refund.
Your Customer is new to Mood, doesn't have a profile yet, and is looking for product recommendations. Before making a recommendation, what key piece of information do we need to verify?
The state they live in.
Your customer isn't able to order their favorite vape anymore. Give examples of 2 Discovery questions we can ask to help them find a new product.
What mood would you like the product to provide?
When do you like to use your vape?
What did you like most about the vape?
What is your experience like with edibles or flower?
Your Customer calls in looking for tracking information. Through discovery, we learn that the emailed link they received is not displaying properly on their mobile device. How can we best assist?
1. Try on another device - like a Google Chrome computer browser
2. Email over tracking link again so they have it handy and are supported once the call ends.
Why do we avoid referring to our products as "marijuana"?
Because that's not what we sell! Our products comply with the Delta-9 THC limitations set by the 2018 Farm Bill and are federally legal hemp-derived cannabis products.