Greeting
The first step in the six steps to a sale.
What is greet the customer within 5-10 seconds with a smile?
The most important step in 6 Steps in a Sale.
What is Relationship and Rapport?
Merchandise in their hands/on their device- ________ and ________ selling
What is Feature and Benefit?
True or False: Most sales reps at TOA ask for the sale.
What is false?
The Customer Order of Priority
1. Customers ready to ring up.
2. Customers looking or browsing.
3. Screen Protectors/Repairs/Labor
4. Complaints/Refunds
These words should never be part of our greeting.
What is “help” or “looking”?
The third step in the six steps to a sale.
What is Identify and Develop needs through questions and listening?
Something that should be done with every replacement glass opportunity.
What is the Case Method?
Done before giving the price.
What is Build Value?
The earliest we can lock our doors when closing.
What is 15 minutes after?
The most valuable tool a salesperson has.
What is a positive attitude?
Name 3 ways that staying with the customer through the interaction is beneficial.
- Get to know them
- Figure out all their needs
- Counteract theft
- Overcome objections
- Build value
The act of teaching customers about their device and products.
What is Demonstrate and Educate?
Give an example of assuming the sale.
What is.....(example)?
Name 5 needs we could fulfill for a customer.
- Screen protection
- Case protection
- Repair
- Charging solutions
- Car Mounts
The act of acknowledging a customer without words.
What is eye contact?
A question that cannot be answered with a “yes” or “no” response.
What is an open-ended question?
Name 3 reasons having a customer's phone in your hand can be beneficial.
- See if they have a screen protector
- See if their phone is broken
- Note what type of phone the customer has
- Be able to try on a phone case
The act of alleviating concern when you receive pushback from a customer.
What is Overcoming Objections?
The three points we look for on every phone call.
- Relationship/Rapport
- What sets us apart?
- Set an appointment
An example of a great Tricked Out Greeting.
What is.......(example)?
The greatest skill a salesperson can possess.
What is the ability to make a friend quickly?
The 5th step of the sale verbatim.
What is show additional items (add on) - Demonstrate and Educate
Two specific objections to Protection Plans, and ways to overcome them.
What is.....(example)?
The 5 steps to every repair.
1. Check in sheet filled out completely and stays with device.
2. After repair checklist.
3. Inventory/Clean Up
4. Review after checklist with customer
5. Scan and upload