Walkthroughs
The part of the service call during which technicians listen, diagnose, prescribe, quote/negotiate, then reach an agreement before beginning treatment.
What is the initial walkthrough?
The meaning of the acronym BOGO.
What is "buy one get one"?
"People don't buy for logical reasons, people buy for _________ reasons."
What is "emotional"?
Someone who is dissatisfied, often to the point of harming the reputation of a company, product, art, public figure etc.
What is a detractor?
The numbers from 0-10 that are considered "passives".
What are 7 and 8?
The most strategic part of the service call during which to bring up add-ons/extra products and services.
What is the initial walkthrough?
The "L" in L360.
What is "Listen"?
The human tendency to feel obligated to return the favor to someone who first treated you well, gave you a gift, or provided some benefit to you.
What is reciprocity principle?
Someone who approves of or supports, often to the point of enthusiastically referring others to a company, product, art, public figure etc.
What is a promoter?
The numbers from 0-10 that are considered "promoters".
What are 9 and 10?
The simplest (NOT easiest) way to help a client feel safe, heard and understood during the initial walkthrough.
What is listening (well)?
The meaning behind the company name, "Zerorez".
What is "zero residue"?
The two skills that should be used together to best pitch products and services to prospective buyers.
What is talk and show?
Someone who is adequately satisfied with a product or service, but lacks the enthusiasm to share it with others.
The numbers from 0-10 that are considered detractors.
What are 0, 1, 2, 3, 4, 5, and 6?
What is three (beginning, middle, end)?
The meaning of the acronym CSR.
What is a Customer Service Representative?
You may unintentionally affect client perception of our company in this way when you discount a product or service too quickly or by too much.
The calculation used to determine your L360 score.
# of Promoters - # of detractors / total # of responses x 100 = %
The software we use at Zerorez to measure and learn about the customer experience.
What is L360?
The magical question Julie suggests you ask a client to upsell themselves when you can tell they want the extra service, but pricing is the main concern.
What is: "What budget did you have in mind today?"
The meaning of the acronym NPS.
What is Net Promoter Score?
Starting with a slightly higher price than you intend to end on in a negotiation in order to make subsequent prices seem more reasonable or a discount more attractive to a client.
What is anchoring?
Specifically how passive responses negatively impact to your L360 score.
What is: included in the total number of responses, meaning you're dividing promoters-detractors by a greater number, therefore lowering your L360 score.
Studies have determined that this is the single most effective way to grow a business.
What are customer referrals?