Ace 101 & 201

According to Helpful 201: What is Ace Helpful? Ask yourself: Am I making this guest's day ________?

Easier

According to Helpful 201: What is Ace Helpful? Ask yourself: What can I do to deliver a(n) _________ Experience?

Hassle-free

According to Helpful 201: 5 Trademark Behaviors L- Layout Options & Recommend the Best Solution Recommend vs Supply What are the 2 behaviors of Recommend vs Supply

Identify good, better, best options Make a recommendation statement

According to Helpful 201: Amazing Customer Experience: Customers want to feel _______

Important

According to Helpful 201: 5 Trademark Behaviors E- Offer Extra Items-- Confident vs Reluctant in Product Knowledge What are the 2 behaviors of Confident vs Reluctant?

Knowing enough to offer extra items and meet the customers needs Ask the second magic question, "what else is on your list today?"

According to Helpful 201: How do you handle a unhappy customer?

Listen to the guest. A sincere, "I'm sorry". Thank the guest for expressing concern. Solve the problem or get someone who can. Follow-through on your promise.

According to Helpful 101: Before we can go through the SALES process we have to identify our guests. Name all 5 guest types:

Mission Browser Service Project Business

Lifelong

Predictably consistent services creates _______ customers.

According to Helpful 201: What is customer ready?

Right Appearance Right Attitude Leave your personal problems at the door Show customers you are proud of where you work

According to Helpful 101: What are the steps of S.A.L.E.S?

S-start the conversation A- Ask questions & listen to the answers L- Lay out options & recommend best solution E- Offer extra items S- Strengthen the relationship

According to Helpful 201: 5 Trademark Behaviors S- Start the conversation------- Approach vs Wait What are the 4 Behaviors with the approach vs wait?

Stop tasking Approach the guest Ask, "What can I help you find today?" Hand the guest a red basket

Needs

Talking with customers helps us discover their ______?

According to Helpful 201: 5 Trademark Behaviors S-Strengthen the relationship--- Build Relationship vs Conduct Transactions What are the 2 Behaviors of Build Relationship?

Thank the guest Invite them back *Additionaly, you can: learn and use guest name(s), shake guests hands, carry items to guests cars.

Values

The ACe SALES Process proves to our customer that pur company's ________ are true.

Relationship

The Ace SALES process helps you create trust and build a _____ between your store and your customers.

Talking

The Ace SALES process was designed to get customers and associates doing what?

Competition

To beat the _______ we have to reach more customers, and improve the quality of every customer experience.

Name the 5 types of qualifying questions:

WHO? Who is going to be doing or using the item for the project. WHAT? What are they working on. WHEN? When are they going to be using it, is it seasonal. WHERE? Where are the going to be working, inside or outside are there ventilation requirements. WHY? What are they doing now, for convenience or necessity.

According to Helpfu 201: What is the second magic question?

What else is on your list today?

Amazing

You cannot give your customers a(n) ______ customer experience without walking them through the Ace SALES process.

According to Helpful 201: How Do You Make Customers Feel Important:

-Stop tasking and approach the guest -Smile - be positive -Ask, "What can I help you find today?" -Hand them a red basket -Work as a team -Use your radio

Consistent

According to Helpful 101: Finish this phrase: Predictably __________ service creates lifelong guests.

You

According to Helpful 101: If a guest doesn't get the job done on the first trip because project completed where not offered, who do they blame?

Feature

According to Helpful 101: Features tell about a product. Benefits are the reason the guest buys it. Listed below is a product statement related to paint. Identify if the statement is a feature or a benefit. It's easily washable

60

According to Helpful 101: How to strengthen the relationship: Thank the guest- Ace isn't their only choice and are appreciated. Invite them back- how did the project go? ____% appreciate he interest in how the project turned out.

70

According to Helpful 101: WHY SHOP and pay more at Ace? ______% will pay more to get information on a product or project.

83

According to Helpful 101: WHY SHOP and pay more at Ace? _____% would go out of their way for advice they can trust.

Sharers

According to Helpful 101: We are _____ of information not seller of products! Means we are here to give them information they need to make the best choice and they need and wants us to do that.

Benefit

According to helpful 101: Features tell about a product. Benefits are the reason the guest buys it. Listed below is a product statement related to paint. Identify if the statement is a feature or benefit. Paint primer allows you to do less work and admire your work sooner.

Benefit

According to helpful 101: Features tell about a product. Benefits are the reason the guest buys it. Listed below is a product statement related to paint. Identify if the statement is a feature or benefit. You don't have to paint over scuff marks on the wall.

Feature

According to helpful 101: Features tell about a product. Benefits are the reason the guest buys it. Listed below is a product statement related to paint. Identify if the statement is a feature or benefit. It's a paint and primer in one.

Feature

According to helpful 101: Features tell about a product. Benefits are the reason the guest buys it. Listed below is a product statement related to paint. Identify if the statement is a feature or benefit. It's on sale

Benefit

According to helpful 101: Features tell about a product. Benefits are the reason the guest buys it. Listed below is a product statement related to paint. Identify if the statement is a feature or benefit. You'll have money left over for paint brushes.

The SALES process & The 5 Trademark Behaviors.

Approach vs Wait- Start the conversation Ask vs Answer- Ask Questions and Listen Recommend vs Supply- Layout options & Recommend the Best solution Confident vs Reluctant in Product Knowledge - Offer Extra Items Build relationships vs Conduct Transactions - Strengthen the Relationship

Name the Five Trademark Behaviors

Approach vs. Wait Ask vs Answer Recommend vs Supply Confident vs Reluctant in Product Knowledge Build Relationship vs Conduct Transaction

According to Helpful 201: 5 Trademark Behaviors A- Ask Questions and Listen - Ask vs Answer?

Ask open-ended questions Actively listen Listen to identify other questions Ask relevant questions