Day 3 Flashcards
Study subjects discussed on day three of sales induction training.
Explain the difference between Features, Actions, and Benefits or FAB.
Features- What a product does.
Actions- How features becomes a benefit.
Benefits- What a product does for the customer.
What is a must do behavior during “WOW.”?
Demo with every customer.
Why do we want the customer to say wow?
To create a desire for the solution being demonstrated.
What are three ways that a great demo creates customer delight.
- Shows customer that with the right technology they can do amazing things
- Builds Value, Trust, credibility, and shows we’ve been listening.
- Bonds the customer to the solution.
- Helps close the sale.
- Reduces returns and exchanges.
- Sets up additional products and services.
How do you know what to demo?
By matching your customer’s needs and wants to the benefits of a solution.
Why do we demo?
To establish value.
What are some ways to get to know product’s FAB?
Hands on practice, E-Learnings, Path to Excellence- Learning Lounge, Department Guidebooks, BestBuy.com, Vendor Reps, First Glimpse Magazine, Experts in your Store, YouTube.
What should you do during the demo?
- Remember Words, Music, and Dance.
- Observe the customer throughout the interaction to gauge their comfort level and interest.
- The product needs to be in customer’s hands when possible.
- Stand next to the customer, no in front of them.
- Be aware of the pace of the demo.
- Be able to demo features, actions and benefits and have the customer replicate it.
- The demo should be put into the customer’s real life: “imagine on Saturday you are waiting for your sun and you could…..”
- Paint a verbal picture if a physical demo is not available.
What are the must do behaviors of “Sell Solutions.”?
- Recommend a full solution as one package.
- Close the sale, every customer every time.
What is the must ask question during “Sell Solutions.”?
- Have you heard of Geek Squad?
- Ask for the sale.
What does HACCS stand for?
Hardware, accessories, connections, content, services.
What are the four steps to “Always Say Yes.”?
- Multi-Channel.
- Corporate approved substitutions.
- Store Substitutions.
- Rain Check.
What does geek squad protection cover?
- Accidental Damage from handling.
- One time battery replacement.
- Uniform pixel repair standard (Three defective pixels within entire display area.)
- Image Burn-In.
- Mechanical or Electrical Failure.
- One time charger or USB cable replacement.
- Failure from power surges - car or home.
- Dust, Heat, Humidity, Normal wear and tear.
- Includes Locked and Found with GSP purchase.
- Food spoilage and Laundry reimbursement.
- Color Match Promise.
- Re-installation with GSP and Services purchased together.
- Free annual DSLR cleanings.
What is the difference between column selling and complete solution selling?
When you column sell, you keep adding to a customer’s bill after they’ve already said yes. By recommending everything at one time, the customer can choose not to to buy something, but know where to get it.
What are three reasons a sales consultant might not attempt to close a sale.
- They don’t know what to do.
- They don’t know how to do it.
- They don’t want to.
