Best Buy Induction Quiz

Front 1

What are the Best Buy values?

Back 1

Learn from challenge and change

Unleash the power of our people

Show respect, humility, and integrity

Have fun while being the best

Front 2

What is the Best Buy promise?

Back 2

The latest devices and services

Impartial advice

Competitive prices

Shop when and where you want to

Support you for the life of product

Front 3

What is a value proposition element?

Back 3

Strategies that create value for customers

Front 4

What should value propositions accomplish?

Back 4

Creates a differentiated customer experience, set company apart from competition, solve customer need

Front 5

What are the Best Buy Value propositions?

Back 5

Geek Squad, my Best Buy, Trade in, Vendor pads, Best buy.com, store pickup, price match guarantee, return and exchange promise

Front 6

What are the top 3 things that are important to our customers?

Back 6

Purchase with confidence, interact with Associates, experience products

Front 7

What are the key drivers of NPS (Net Promoter Score)?

Back 7

Associate availability, associate knowledge, product in-stock/multi-channel fulfillment, checkout experience

Front 8

What are the 5 main components of world-class retailing?

Back 8

Pride in our environment, selling is an art, extreme service orientation, culture of winning and belonging, great leadership and great culture

Front 9

What are the five main components of World Class Retailing?

Back 9

Pride in our environment

Selling is an art

Extreme service orientation

Culture of winning and belonging

Great leadership and great culture

Front 10

What is (p)wusa?

Back 10

(Prepare)

Welcome

Understand

Sell

Appreciate

Front 11

What are the required says and dos in the welcome step.

Back 11

Welcome the customer in a timely manner.

Start a conversation with the customer to build rapport.

Front 12

Why do we welcome customers?

Back 12

To make them feel welcome.

To encourage them to stay.

To show we care.

Front 13

Who invented Best Buy?

Back 13

Richard Schulze and Gary Smoliak

Front 14

What was Best Buy formerly called?

Back 14

Sound of Music

Front 15

When was the concept of Sound of Music invented?

Back 15

1965

Front 16

When was the Sound of Music started?

Back 16

1966

Front 17

What is the percentage of words music and dance?

Back 17

Words 7%

Music 35%

Dance 58%

Front 18

What was the name of the sale Richard had?

Back 18

Frill sale.

Front 19

How many percent of people will leave if not interacted with within first 2 minutes?

Back 19

90%

Front 20

When did Sound of music become best buy?

Back 20

1983

Front 21

Who invented Geek Squad?

Back 21

Robert Stevens

Front 22

Features and benefits?

Back 22

Features tell, benefits sell

Front 23

What are the defiant ions of the words, music, and dance?

Back 23

Words- what we say

Music- the way we say it

Dance- our body language

Front 24

What are good conversation starter topics?

Back 24

Children

Entertainment

Current events

Personalized clothing

Sports

Holidays

Weather

Front 25

What conversation topics should you avoid?

Back 25

May I help you?

Are you looking for anything in particular?

Can I answer any questions for you?

Do you know about our current promotions?

Front 26

What is customer resistance?

Back 26

a defense mechanism used by customers when they don't want to be approached

Front 27

What is the "verbal agreement"?

Back 27

An agreement with a customer to help when done with other customer (stacking customers)

Front 28

What is the permission question?

Back 28

Creates trust, creates an invitation to shop with low pressure environment, tells customer what will happen, tells us if customer what to buy today or just looking.

Front 29

What are the four parts to permission question?

Back 29

What (what we are getting ready to do)

Why (explains why we are asking questions)

Benefit (specific benefit customer will get)

Closed question (permission question) ex: is that ok with you?

Front 30

How much percent of people researched online before buying in store?

Back 30

61%

Front 31

Why do customers buy?

Back 31

Trust and value

Front 32

What is an open ended question?

Back 32

Where you get a detailed question

Front 33

What is a close ended question?

Back 33

Yes or no question

Front 34

What are the top 5 attributes?

Back 34

Tvs, laptops, tablets, dslrs, and refrigerators

Front 35

What is bluelist?

Back 35

An internal wishlist

Front 36

What can you do with coreblue?

Back 36

Member status, eligible for upgrade, see if they have GSP, Trade in, purchase history, bb account #

Front 37

Required says and do's in the sell step?

Back 37

Demo the possibilities

Ask for the sale

Front 38

How do you establish value?

Back 38

By showing the customer what the product is worth to them

Front 39

What are features?

Back 39

Features are characteristics of the product

Front 40

What are actions?

Back 40

What the characteristic does

Front 41

What are benefits?

Back 41

How the feature ans action benefits that persons needs, wants, and desires

Front 42

What is fab?

Back 42

Features

Actions

Benefits

Front 43

What is omni channel?

Back 43

Provides our customers the flexibility and choice in how and when they shop

Front 44

Who is geek squad?

Back 44

A company to service others

Front 45

When did we acquire geek squad?

Back 45

2002

Front 46

When was geek squad invented?

Back 46

1994

Front 47

What is the 6 point pledge?

Back 47

1) never violate trust of the clients or disrespect their property.

2) never say "I don't know". Instead say, "I'll find out"

3) always understand that my clients time is more valuable than my own.

4) assume every problem is my fault, unless proven otherwise.

5) consider my job done only when my client is completely overwhelmed with joy. And instead of assuming they're happy, I'll ask them.

6) keep every promise I make. Including this one.

Front 48

What are the 3 fs?

Back 48

Feel- I feel ur pain

Felt- others felt same

Found- what other have found.

Front 49

3 examples of buying signals?

Back 49

Usually after you create the value

Verbal

Nonverbal

Front 50

Why shouldn't you column sell?

Back 50

Bc then customer has to keep pulling out wallet.

Front 51

What is geek squad made of?

Back 51

Ht installers, mobile installers, pc support, and repair techs

Front 52

What should you do during demo?

Back 52

Stand next to customer, be aware of pace of demo, demo features, actions, and benefits.

Front 53

Example of DIRECT closing technique:

Back 53

Do you want to go with this today?

Front 54

Example of COMMAND closing technique:

Back 54

"Let's go head over to the register and get you started"

Front 55

Example of FEAR closing technique:

Back 55

Let's go ahead and get you set up today because our prices change tonight.

Front 56

Example of IF THEN closing technique:

Back 56

If you get this TV today then you'll be able to get free delivery and haul away to save you time and money.

Front 57

Example of ASSUMPTIVE closing technique:

Back 57

Did you want to grab a couple of games to go with your gaming console today.

Front 58

Example ALTERNATIVE of closing technique:

Back 58

Did you want the white or black one?