Ukuran huruf
Lembar kerjaChapter 3, Ex 13-16
Total soal: 13
Worksheet time: 20mins
The S in SMART Goals is for
(a)
The M in SMART Goals is for
(a)
The A in SMART Goals is for
(a)
The R in SMART Goals is for
(a)
The T in SMART Goals is for
(a)
Which is NOT an example of a unique selling proposition?
Fast delivery
Same products as a well-known competitor
Low prices
High standard of service
What is the 80-20 rule?
80% of a company's profits comes from 20% of their customers
Employees should spend 80% of their time helping customers and 20% learning about products
80% of a company's customers come from 20% of their referrals
80% of a company's employees account for 20% of their sales
When trying to overcome customer objections you should NOT
Provide reassurances about your store's return/exchange policies.
Discuss the product quality.
Talk about warranty options.
Force the sale to meet your goals.
If we want to seem engaged and sincere, we should
Make intense eye contact to let them know we're listening
Touch the person on the arm
Make eye contact and lean towards the person
Lean away to give the customer space
Scenario #1: The customer has looked at several watches and seems to like one best. She tries it on, sets it to the correct time, and asks whether the band can be changed to another style. You show her the options, and she likes one in particular. Which is the correct associate response?
Do you want to look at a few more styles?
Will that be cash or credit?
Shall I go ahead and replace the band for you?
We'll be having a sale on watches sometime next month.
Scenario 2: The customer returns to the store for a second time today to take another look at a bicycle for her child. She says she has decided on the one to buy and asks whether someone can help her get it into her car. What is the BEST associate response?
Yes, I'd be happy to carry it out for you. I also noticed another bike you might be interested in. Do you want to see it first?
Yes, I will carry it out for you. You made a great choice. Your daughter will really enjoy this bike!
Yes, I can do that. I'm glad you came back. I had another customer come in who was also quite interested in this one.
Sure, I can find someone to carry it out for you. Will that be cash or credit?
Scenario 3: The customer has asked a lot of questions about Blu-ray disc players and has told you that he understands the benefits of Blu-ray discs versus standard DBDs. You excuse yourself to help another customer while he reads over the extended warranty. When you come back, he is still a bit unsure. What is the BEST associate response?
Thanks for being patient while I helped her. As you can see, the extended service covers any defects or repairs needed in the first two years. It also covers the universal remote that comes with it. Won't it be nice to have only one remote for all devices? Your friends are going to love watching movies at your house.
Thanks for waiting while I helped that other customer. You seem to need more time to think. I'll let you look around. Just flag me down when you're ready.
Thank you for waiting while I helped that other customer. Did I mention that this is the last one we have in stock? The next shipment won't come in for at least another few weeks. I'd hate for you to have to wait that long.
Scenario 4: Your customer has tried on a pair of shoes that are marked down for end-of-season closeout. She really likes them but has concerns that she won't be able to wear them until it warms up again. What is the BEST associate response?
You could probably still wear them one or two times this season. I would!
We did just get a shipment of new shoes for this season. They aren't marked down, of course, but would you like to see some of those?
These are the only pair left in your size. If you really like them, it might be worth buying them now and putting them away for next season.
