BEST BUY SALES INDUCTION

Transcription

1 SELLING SKILLS BEST BUY SALES INDUCTION

2 OBJECTIVES Ensure our employees have the confidence and competence to deliver the customer promise. Teach employees how to sell using Best Buy Selling Skills which will enable overall company success. To teach the tools, resources and business acumen to further employee s individual and store success. May,

3 RENEW BLUE Reinvigorate and rejuvenate the CUSTOMER EXPERIENCE Work with VENDOR PARTNERS to innovate and drive value Continue leadership role in positively impacting OUR WORLD Attract and inspire LEADERS AND EMPLOYEES Increase ROIC for INVESTORS How does what you are learning this week support Renew Blue? May,

4 THE 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 May,

5 SELLING SKILLS STEPS OF THE SALE May,

6 SELLING SKILLS IS NOT A SCRIPT REQUIRED SAYS AND DOS Behaviors that are required with every customer during the sales interaction. They will show up in many ways but are all required. You make the determination of the best time and way to display the required says and dos based on your customer. WORLD CLASS BEHAVIORS Behaviors that are not required but support World Class Retailing. They will show up in many ways but are not required. May,

7 STEPS OF THE SALE WELCOME UNDERSTAND SELL APPRECIATE May,

8 SELLING SKILLS PREPARE World-Class Selling Behaviors PREPARE Great attitude Commitment to success WELCOME Product knowledge Polices, procedures and promotions Clean and bright down-stocking UNDERSTAND Values Expectations SELL Value Propositions BBY Customer Promise Sell More, Sell Better APPRECIATE Daily Dialogue May,

9 SELLING SKILLS PREPARE Selling Skills alone won t make you successful. You also need to: Focus on how we look (store environment and employee appearance) Gain product knowledge Know your individual productivity goals by having daily dialogue with your leader Understand the tools available to assist you in the sales process Develop knowledge of the competition Follow store policies and procedures (operations) May,

10 SELLING SKILLS WELCOME May,

11 WELCOME STEP Required Says and Dos PREPARE World-Class Selling Behaviors Welcome the customer in a Acknowledgement within 10 ft., 30 timely manner WELCOME seconds Creating a welcoming environment Start a conversation with the Building rapport customer to build rapport UNDERSTAND Opening the Sale Customer resistance Working with Multiple SELL customers/the verbal agreement Words, Music, Dance Match, Pace, Lead Permission question APPRECIATE May,

12 CONVERSATION STARTER TOPICS Children Entertainment Current events Personalized clothing Sports Holidays Weather Welcoming customers should accomplish one thing Start a conversation. It needs to be something of interest to the customer and yourself. May,

13 THE PERMISSION QUESTION Purpose: Creates trust and builds the relationship. Creates an invitation for our customers to shop with us in a low pressure, high reward environment. Tells the customer what is going to happen during the sale as well as the benefit. Tells us if the customer is interested in buying today or truly just looking. May,

14 THE PERMISSION QUESTION Structure: What: This explains what we are getting ready to do. Ex: I m going to ask you some questions and take some notes Why: Explains the reason why we are asking questions. Ex: Since we have a large selection of products Benefit: This is the specific benefit that the customer will walk away with today. Ex: that way I can get you the perfect solution to meet all of your needs. Closed question: Permission questions should also end with Is that okay with you? or something similar. May,

15 SELLING SKILLS UNDERSTAND May,

16 UNDERSTAND STEP Required Says and Dos World-Class Selling Behaviors PREPARE Ask questions to understand the Customer motivation best solution Effective first questions WELCOME Perfect Solution Question Utilize the sales tools Customer Recommendation Summarize and gain agreement Worksheets UNDERSTAND CoreBlue Summarize customers needs Question Types SELL Supportive responses APPRECIATE May,

17 UNDERSTANDING YOUR CUSTOMER Why do we need to understand our customer? Find out what they already know, what research they have done and where they have been. To discover their needs, wants, and desires. To effectively recommend a complete solution that not only fits their current needs, wants, and desires, but lets them know how we can meet future needs. Are they a My Best Buy cardmember? Or Rewards member? What should we ask more about, the person or the product? Could you recommend a to your parent or best friend without asking them a single product question? May,

18 ASKING QUESTIONS All questions fall into two categories, open ended or closed ended. What is an open ended question? What is a closed ended question? May,

19 FINDING THE COMPLETE SOLUTION Example: If you could build the perfect solution, what would it do? What research have you done? What have you seen elsewhere that you ve liked? Why a new (computer, TV, phone etc.)? What is your brand preference? Tablet Laptop Refrigerator TV DSLR May,

20 SUMMARIZING THE CUSTOMERS NEEDS Why is summarizing a critical part of the sales interaction? Example- Based on what you told me, you travel a lot for work. That means that you sometimes miss out on family events, especially with your kids Amy, and David. You are looking for ways to stay more organized and connected while traveling, does that sound right? What is the importance of gaining agreement with your customer? May,

21 SELLING SKILLS SELL May,

22 SELL STEP Required Says and Dos PREPARE World-Class Selling Behaviors Wow! Demo the possibilities Ask for the sale How and what to demo WELCOME Features, Actions and Benefits Omni-Channel GSP coverage/services fulfillment UNDERSTAND Branded Payments Accessories: Sales Strategies Overcoming Objections SELL Recommended a full solution Close the sale, every customer every time Reinforce the Customer Promise APPRECIATE May,

23 THE TRANSITION FROM UNDERSTAND Now that we have discovered and summarized our customer s needs, wants and desires you are ready to show your customer the perfect solution. Here are some examples you can use to transition: Based on everything you ve told me, I have a great feeling around what you want. May I show you? I ve got something you re going to love. It s right over here. Now that I have an idea of what you had in mind, let s take a look at some possibilities. May,

24 WHY DO WE DEMO? How does a great demo create customer delight? Shows the customer that with the right technology they can do amazing things. Bonds the customer to the solution Helps close the sale Reduces returns and exchanges Sets up additional products and services Builds trust, credibility and shows we ve been listening Establishes value May,

25 FEATURES, ACTIONS AND BENEFITS (FAB) Item: Tablet Feature Action Benefit 4G LTE Connect your tablet from anywhere Generally more secure than a public Wi-Fi network May,

26 HOW DO YOU DEMO WHAT DO 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 customers hands when available Stand next to the customer not 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 customers real life: Imagine on Saturday you are waiting for your son and you could May,

27 SELLING ACCESSORIES Tips for Selling Accessories: Learn and know your product assortment Recommend what they said they needed, not what you think will work Use the CRW or CoreBlue Remind them why the said they need it/what they need Use active listening with your customer Connect your accessory recommendations to your customers lifestyle and personality Show off the product during WOW! demo. People like to see it, hear it, and touch it before they buy Use personal stories about how this accessory has helped you or another customer Get your customer excited about the product through your Words, Music and Dance, Sell the benefits - not the product May,

28 OFFERING GEEK SQUAD PROTECTION Offer Geek Squad Protection to every customer Plant the seed as early as possible Relate to customer s experiences picked up in the Ask Questions to Understand step Focus on the benefits of our protection, not the competitors Include as part of the full package Explain the potential risk of going without protection Watch and listen to others Remember to use positive Words, Music, and Dance Don t worry about a No May,

29 OFFERING MY BEST BUY CREDIT CARDS Say: "Let me tell you how you can get 10% Back in Rewards on your first purchase with the My Best Buy Credit Card" Would you like to take advantage of our 10% Back in Rewards OR 12 month financing today? Would you like to put this purchase on your My Best Buy Credit Card? Apply for a My Best Buy Credit Card today, and if approved, you get 10% Back in Rewards on your first purchase by using Standard Credit today." I know you mentioned that you ve saved up enough money for this purchase, but what If I told you how to get 10% back in rewards, is that something you d like to learn more about? Do: Use the My Best Buy Credit Card Sales Flyer Use the My Best Buy Credit Card monthly payment tool Use the My Best Buy One-Stop-Shop What cues might help me identify the appropriate times to offer? May,

30 COLUMN VS. SOLUTION SELLING Ask for the Product sale Ask for Accessories Content and Connections Ask for Services Ask for Geek Squad Protection Complete Solution Recommendation Customer opens wallet Customer opens wallet again Customer opens wallet again Customer opens wallet again Customer opens once May,

31 CLOSE THE SALE What is the main reason that a customer doesn t buy today? We never asked for the Sale! It is Ok to ask for the Sale? Yes, you have earned the right! Be confident! What are three reasons a sales consultant might not attempt to close a sale? 1. Don t know when to 2. Don t know how to do it 3. Don t want to May,

32 OVERCOMING OBJECTIONS While customer concerns can be extremely varied, there is another tool that will help you overcome virtually any concern. The Three F s: Feel, Felt, Found I understand how you feel. Some of my other customers have felt the same way. What they have found is In your groups, come up with a way to handle the concerns listed in your book using the 3 F s model. May,

33 SELLING SKILLS APPRECIATE May,

34 APPRECIATE STEP Required Says and Dos World-Class Selling Behaviors Thank and congratulate the customer on their purchase Request feedback from the customer PREPARE Preventing buyer s remorse Show genuine appreciation WELCOME Asking for feedback Thanks and congratulate Reinforce the Customer Promise UNDERSTAND SELL APPRECIATE May,

35 THANKS AND CONGRATULATE Displaying Words, Music and Dance lets your customer know they matter and you genuinely appreciate them. Genuinely thank and congratulate them by name Stand up! Come out from behind counter Look them in the eyes, smile, and shake their hand This creates a lifetime experience instead of a transactional experience. What other ways can we show that we care? May,

36 REINFORCE THE CUSTOMER PROMISE Remind them of our customer promise and what makes Best Buy different than any other retailers. Invite them to stop by and see you the next time they come in We want the customer to contact us with any questions, problems, or queries. We sold them the product, we take responsibility for it. What are reasons we want them to come back to us besides to purchase more products? How else will you reinforce the customer promise throughout the sale? May,

37 BUYER S REMORSE Buyer s remorse can happen. What is it? How can we minimize buyer s remorse? Tell the customer why they are going to enjoy the product they just purchased Ensure the customer they bought what they were looking for May,

38 THE INVITATION Open the doors for your customer to give feedback. 1. Ask: Will you help us improve our service? 2. Invite the customer to provide feedback so we can become better. May,