Engage
Although smiles and frowns cannot be seen with the use of PPE, Mobilists can still express this type of body language by nodding, using additional verbal communication, good posture, and taking notes. This ensures that our conversations continue to be impactful.
What is positive body language?
The 3 foundations of Assess.
What are (1) listen, (2) build rapport, and (3) understand each customer's unique needs.
The customer experience during the Solution phase.
What is Empowered?
Explanation: During the Solution phase, a customer should feel empowered when interacting with a Mobilist.
The Mobilist mindset during the Yes phase.
What is a confident and grateful mindset?
Explanation: A Mobilist should always Engage a customer with a confident and grateful mindset.
This team uses the RQ Online Store.
Who is the Virtual Assistance team?
Customer Mary, approaches the The Mobile Shop counter and asks if there any deals on the LG Velvet device. Mobilist Pete reassures the customer that he can help. What should Pete do next?
What is asking the customer for permission to access their carrier account?
Explanation: Pete should not head straight to the pricing grid! Instead, he should ask permission to access the account.
The Mobilist mindset for Assess?
What is a curious mindset?
Explanation: A Mobilist should always Assess a customer with a curious mindset.
The Mobilist mindset during the Solution phase.
What is an optimistic mindset?
Explanation: A Mobilist should always present the solution to a customer with an optimistic mindset.
After the customer accepts a call-back from the Mobilist 2 weeks before the upgrade date, the Mobilist should do this.
What is create a RQ opportunity with the set date of the call back?
Mary the customer reserves a device online and is then sent to the store to complete the sale. The transaction on the carrier portal was not completed. Once the sale is completed, the commission will go to this person.
Who is the In-store Mobilist?
The Mobilist mindset for Engage.
What is a positive mindset?
Explanation: A Mobilist should always Engage a customer with a positive mindset.
The type of questions a Mobilist should ask after they have determined what device the customer wants/needs.
What are open-ended questions to determine the best plan for the customer?
During the solution phase you should demonstrate and explain at least 1 unique ______ of the device plan and carrier.
What is a benefit?
The option a Mobilist can you provide to a customer for device set up that aligns with social distancing, after completing the sale.
What is contact the Virtual Assistance team?
Explanation: The Virtual Assistance team can provide remote support for device set up.
The 3 recommended time slots that you should clean your store.
What is (1) beginning of your shift, (2) between 12-1 pm, and (3) between 4-5 pm?
The customer experience during the Engage phase.
What is Warm and Friendly?
Explanation: During the Engage phase, a customer should feel warm and friendly when interacting with a Mobilist.
The type of offer(s) that a Mobilist should present to a customer that is looking to upgrade.
What is an activation solution?
Explanation: Present the customer with 1 new activation solution even if they asked only for Hardware Upgrade. You may ask: "May I walk you through your options with another carrier? I want to ensure to have all the information needed to make a decision that is best for you."
Documented in a RQ Opportunity under the Solution section.
What is the solution for the customer?
Example:
- Hardware Upgrade (HUP): Plan with 1-3 phones
- New Activation (NAC): Plan with 1- 3 phones.
- Any Promotions: Trade In, Open Box, Incremental, Etc.
After completing a customer interaction, Mobilists should always ask for this.
What are referrals?
Explanation: Always ask for referrals from customers.
You are required to do this in RQ Opportunities after the customer has pick up the device ordered through the Virtual Mobilist.
What is update the Sales Stage to Completed by In Store Mobilist?
Documented in a RQ Opportunity under Engage step?
What is a summary of what you know about the customer?
Example: shopping for son's birthday present.
During the Assess phase, these should be introduced to the customer.
What are Device Protection Plan and accessories?
Explanation: Device Protection Plan and Accessories are part of the Assess phase. DO not wait until the sale is completed to do this.
Mobilists should execute the Solution phase with these 2 things.
What is accuracy and excitement?
Explanation: Be transparent. Explain the terms and conditions of the sale.
The 3 steps that you must complete for a not-a-today-sale.
What are (1) Obtain permission to contact the customer with an agreed upon timeline, (2) create a RQ profile and opportunity, and (3) action the RQ opportunity on the set date?
The acceptable time period that trade-in devices should be sent in after being processed on the Phobio portal.
What is 1 week?
Explanation: Trade-in phones should be received by Phobio within 14 days of trade in.