Steps
The first step of the Nexstar Service System is
What is Prepared
The primary objective of the GREET step is to SET EXPECTATIONS, What is another objective?
What is Show Empathy
or
What is Show Expertise
We Know what our customers want/need.
or
Our Customers know what they want/ need
Which statement is TRUE?
WHAT IS NEITHER
At the bigninning of EXPLORE step, NEITHER of these statesments are true.
By the end of the explore step, BOTH MUST be true.
Options are important to present your findings and the possibilities to the customer. What is the best # of options? Min/MAX
What is 3-6 Options.
What is the VERY first question you should ask a customer before ever walking in the home?
What is- "is my truck parked ok?
What is the 3rd main step of the Nexstar Service System?
What is Explore
Where is the most professional place to park your vehicle?
What is Curbside 10' from mailbox
2 types of questions must be asked during the explore step, what are they
What is SYMPTON & LIFESTYLE QUESTIONS
Option #1 should include what?
What is Immediate Repairs
There is a process in the GREET step that is the KEY to setting up the appointment for success, what is it?
What is SETTING THE AGENDA
What is the last thing you should do while following the Nexstar Service System?
What is Wrap it up!
Confirming the situation for which the customer has called, Using shoe covers to Protect the customer's home, and Verifying that the truck is parked correctly are all Demonstrations of what?
What is The 3 E's or What is Pillar of trust
The Skill is in HOW to ask questions effectively, to uncover what from the customer?
What is the NEEDS & WANTS of the customer.
Option #2 should include what
What is System Enhancements
Establishing Trust and Credibility with the customer is very important from the minute you step into their home. What the 3 building blocks of trust, you must show during the GREET process?
What is Expertise, Empathy & Setting Clear Expecations.
The total number of Main steps in the Nexstar Service System? Hint - Think curbside
What is 6
During what part of the GREET step does the following - LOOK, EVALUATION, OPTIONS, APPROVAL TODAY, 5 STAR REVIEW
What is Setting the Expectations.
What type of question do these examples represent?
How often is this shower used?
How do you like the way the shower works? What would you change?
Do you find the volume of water and the balance of temperature to be comfortable?
What is Lifestyle Questions
The last option should be what?
What is System upgrade
While setting the Agenda with a customer, you may ask questions like "does that sound good to you?" "How does that sound?" "you are looking to complete this today?"
What is "checking in with the customer" or " Getting the customer's buy in"
Setting the positive tone.
What steps are included while setting the agenda?
What is Look, Thorough eval, questions, options, approval, today, ok?
Finish this sentence...
SALES ARE NOT _______ IN THE GREET STEP, BUT THEY CAN BE _______!
WHAT IS "sales are not MADE in the greet step, but they can be LOST!"
What is this an example of :
" I can give you some vague price ranges, but they will not mean much until we actually grab the book and put your options together. The "situation" can be as much as $2000 down to a couple hundred bucks. Most of my customers spend between $500-$700 on an option they are really happy with."
What is Price Transparency
How can you improve value with the customer before showing prices?
What is Reconnecting with the customer - Thank you, We're awesome, pricing, today.
Examples of this during the PRESENT stage are as follows:
Thank the customer for the opportunity.
Brag about your company and the pride you take in your work.
Explain where your prices come from and outline (briefly) the options you've prepared.
Confirm that you'' get started on their chosen option TODAY.
What is DEFLATING THE BALLOON.