Best Buy training
Why is it important to summarize needs and gain agreement
Make sure nothing was missed/clarify all points
Define hand to and when used
Passing customer off to vendor when vendor had more expertise on the matter
4 multichannel fulfillment options
Phone, Best Buy.com, store, mobile app
5 components of word class retailing
Pride in our environment, extreme service orientation, culture of winning and belonging, great leadership and great culture, selling is an art
5 pillars of renew blue
Reinvigorate customer experience, attract and inspire leaders and employees, work with vendor partners, increase ROIC for investors, continue leadership role in impacting role
2 benefits of Best Buy card for company
Revenue driver and brand loyalty
3 benefits of customer for utilizing crw
Saves time, visual representation, shopping list for future
3 questions to discover networking needs
How many people, how big is your gone, how old is your router, any dead spots??
2 benefits of Best Buy card for customer
Affordability and faster rewards
What to do if a customer already knows what they want?
Ask clarifying questions to ensure best fit and do a demo
How do you understand the customer
Ask what's important, if they are card holder, and use sales tools
2 areas of nps we have the biggest impact on
Associate availability and associate knowledge
% come in for live demo
67%
percentage of shoppers who do prior research
89%
2 tools to utilize when selling geek squad services
Knowledge of service and scope of work document
3 ways to close sale
"Do you want to go with this", "let's go head over to the register", "any questions or concerns"
How do you welcome customers
-be friendly, courteous , and attentive -start a conversation -greet in timely manner
Best Buy values (4)
-learn from challenge and change -unleash the power of our people -show respect and humility and integrity -have fun while being the best
5 components of the Best Buy Customer Promise
-the latest devices and services all in one place -knowledgeable impartial advice -Competitive prices -ability to shop when and where you want -support you for life of your products
What do you when you sell
Demo unique feature of product providing recommendation in pressure-free way
What do you do in demo?
Demo unique feature, get customer physically involved, transfer excitement, paint picture with words
Why do we build complete solution?
Ensure customer has everything they need and do not need to come back to purchase more/return
Best Buy tag line
Expert service, unbeatable price
4 geek squad plans
Geek squad protect and support, geek quad protection (GSP), geek squad complete protection, geek squad product replacement plans
What do you in welcome step?
Greet in unique manner to start a conversation
4 components of geek squad
HT installers, Mobile installers, repair techs, PC support
How do you sell?
Include customer in demo, explain features and benefits, recommend accessories and GSP, ask for sale
2 benefits of Best Buy card for employee
Ist impact and closing tool
3 conversation starters
Sports, entertainment, children
Why do customers buy
Trust and value
What do you do in the understand step
Understand customer journey, meet them where they are, ask natural questions to understand the ideal solution.
Difference between a feature and a benefit
Unique component of product vs what product can do for the customer personally
2 types of buying signals
Verbal and non verbal
4 steps of sellinh
WUSA (welcome, understand, sell, appreciate)
4 part structure in transitioning to the sale
What, why, benefit, close ended question (WWBC)