Best Buy Sales Induction
Customer Concerns
Build trust first: General concerns and specific concerns.
Why do we demo?
Builds trust and credibility, established value, helps close the sale, reduces returns and exchanges.
How Value is established with the customer.
By showing them their needs and desires.
How do you know what to demo?
By using what you learned about them.
CoreBlue Employee Benefits
Look up customer information and make lists.
All questions fall into two categories.
Open ended and closed ended.
Key Network Solutions
Other devices/potential.
Hand-To
Pairing a customer with another specialist. Should be done when the specialist can better assist the customer and when they are not busy.
Ask more personal or product questions?
Personal.
Geek Squad Offers
Protect and Support Plus, Protect and Support, 24/7 Support, Product Replacement.
Open Ended Questions
Requires elaborate answers.
Monetize your financing offer.
Show them the dollar amount cost.
Solution Recommending
Complete solution recommendation, customer opens wallet once.
What can you recommend without asking product questions?
Hardware, accessories, content, connections, and services. (Also known as HACCS.)
Key Product Solutions
Hardware.
Benefits
How it will help the customer.
Stop Talking
After you have asked for the sale.
CRW Employee Benefits
Learn about the customer and suggest the best solution.
When closing the sale
Be confident.
Closing The Sale
Utilize "if..then"
Percentage of employees who use CRW's
17%.
What percentage of customers come to a store for a live product demo?
67%.
What percentage of customers do research prior to coming into the store?
89%.
CRW should be used and written for
The customer.
Which part of the customer promise does asking questions help fulfill?
Knowledgeable and impartial advice.
Current Tagline
"Expert Service, Unbeatable Price." This sets customer expectations.
Five Pillars of Renew Blue
1. Reinvigorate and rejuvenate the customer experience. 2. Work with vendor partners to innovate and drive value. 3. Continue leadership role in positively impacting our world. 4. Attract and inspire leaders and employees. 5. Increase ROIC investors.
Why don't we demo?
Don't care, self explanatory, display not functional.
CoreBlue Customer Benefits
Emails, running total, purchase history.
Main reasons customers don't buy today
Employee didn't ask.
Value
Established by matching the products benefits to the customers needs, wants, and desires.
Questions that help you learn more about them.
Family, occupation, recreation, motivations. (Also known as FORM.)
Thank the customer
Genuinely appreciate them, this creates a lifetime experience.
Importance of asking questions and understanding.
Give the best suggestions.
Why accessories?
If they have the right accessories, they can use products effectively.
Product display isn't correct.
Inventory merch team.
The invitstion
Invite the customer to take a survey.
Match, Pace, Lead
It helps the customer feel more comfortable and less attacked.
CoreBlue
Meant to be used after the lifestyle of the customer is known.
How to demo?
Observe the customer, product in customers hands, stand next to them, demo features and actions.
Features
Solution or characteristic of the core item.
CRW Customer Benefits
Take it home as reference and it's faster to get a solution.
Customer Purchasing Factors
Trust and Value.
Buying Signals
Verbal, non verbal.
4 Steps of Selling
Welcome, Understand, Sell, Appreciate. (Also known as WUSA.)
Price
What something costs.
Transitioning To The Sale
What, Why, Benefit, Closed ended question.
Personalization
With the right HACCS the result is fully connected experience.
Closed Ended Questions
Yes or no questions.
Understand the customer's journey, meet them where they are and ask natural questions to understand the ideal solution for the customer.
• Ask questions to understand the best solution. • Ask the customer if they are a My Best Buy or Best Buy Credit Card Member. • Ask the customer "What's important to you?" and note the key product attributes or customer considerations. • Utilize the sales tools.
Conversation Starter Topics
• Children • Entertainment • Current Events • Clothing • Sports • Holidays • Weather
Best Buy Credit Card Benefits
• Customer: Affordability, rewards, purchasing power, customer choice. • Company: revenue drivers, check lane tender savings, brand loyalty. • Employees: IST impact, closing tool.
Networking Needs Questions
• How old is your router? • How many devices do you have? • How big is your house?
Sell by demoing a unique feature of the product while providing a recommendation of the best solution in a pressure-free way using relevant value propositions.
• Include the customer in a demo. • Explain features and benefits the customer is unaware of. • Accessories, GSP, services and connections. • Ask customer about their wireless network, current service provider. • Use all available options. • Explain why Best Buy is the place to shop and ask for the sale.
Best Buy Values
• Learn from challenge and change. • Unleash the power of our people. • Show respect, humility, and integrity. • Have fun while being the best.
Omni-Channel Fulfillment Options
• MCSA (Multi-Channel Sales Associate.) • OMS • Bestbuy.com • Mobile App • Coreblue
Five Components of World Class Retailing
• Pride in Our Environment. • Extreme Service Orientation. • Culture of Winning and Belonging. • Great Leadership and Great Culture. • Selling is an Art.
Appreciate the customers business and build a relationship as a trusted advisor.
• Thank the customer. • Reinforce the promise, we will be there for the life of the product. • Invite the customer to provide feedback.
Best Buy Customer Promise
• The latest devices and services - all in one place. • Knowledgeable, impartial advice. • Competitive prices. • The ability to shop when and where you want. • To support you for the life of your products.
Welcome a customer in a unique manner that initiates conversation.
• Welcome or acknowledge the customer in a timely manner. • Be friendly, attentive, and courteous. • Start a conversation with the customer.
