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25 Cards in this Set
- Front
- Back
- 3rd side (hint)
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Four Steps of the Sale |
Welcome Understand Sell Appreciate |
W.U.S.A. |
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Best Buy Values |
-Learn from challenge & change -Unleash the power of our people -Show respect, humility & integrity -Have fun while being the best |
L.U.S.H. |
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Five pillars of Renew Blue |
1. Reinvigorate & Rejuvenate the customer experience. 2. Work with vender partners to innovate & drive value. 3. Continue leadership role in positively impacting our world. 4. Attract & inspire leaders & employees. 5. Increase ROIC for investors. |
R.W.C.A.I. |
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Five components of retailing |
1. Pride in our environment 2. Extreme Service Orientation 3. Culture of Winning & Belonging 4. Great Leadership & Great Culture 5. Selling is an Art |
P.E.C.G.S. Pride Service Culture Leadership Selling |
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What percentage of shoppers do research prior to coming into the store? |
89% |
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What percentage of online purchasers come to a store for a live product demo? |
67% |
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The Best Buy Customer Promise |
1. The latest devices & services, all in one place 2. Knowledgable, impartial advice 3. Competitive prices 4. The ability to shop when and where you want 5. Support for the life of your products |
Devices Advice Prices Shop Support |
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Omni-Channel |
P.O.S. O.M.S. Bestbuy.com CoreBlue Best Buy for Business |
P O B C B |
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GUS |
Genuine Unique Sincere |
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Conversation starter topics |
Children Entertainment Current Events Personalized clothing Sports Holidays Weather |
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Steps of the sale transition |
What Why The Benefit Confirmation |
"I'm going to ask you a few a few questions to make sure we get the best product for you at the best price. Is that ok with you?" |
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NPS Drivers (Net Promoter Score) |
Associate Availability Associate Knowledge Product In-Stock Checkout Experience |
A.A.P.C. |
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Two factors of a customer's purchasing decision |
Trust Value |
TV |
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Tony's 5 Questions |
1. If money were no object, what would the perfect experience be for you? 2. How do you wanna use it & how do you see others using it? 3. What do you like about your old one? What do you want your new one to do? How can I future-proof it for you? 4. Now that we're gonna add a new device device, tell me about your network experience? 5. I think I know what I want to to show you, but to make your choice easier, what else do you think I should know? |
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Customer Motivations to Buy |
Family Occupation Recreation |
F.O.R. |
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What are the obstacles to performing a demo? |
No time/ too busy Product not displayed Display not functional Don't want to |
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Selling a network setup increases the chance that the customer keep the product by what percentage? |
70% |
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How many agents of Geeksquad are there? |
25,000 |
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Where are Geeksquad ETK resources found? |
Geeksquad One Stop Shop |
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How does a great demo create customer delight? |
1. Bonds the customer to the solution. 2. Reduces returns/ exchanges. 3. Sets up additional products & services. 4. Builds trust & credibility, and shows we've been listening. |
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What percentage of customers have a 2-3 year old N router? |
60% |
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Tony's 5 steps to overcoming price objections |
1. Review CRW with customer "Does this ok? Let's ring you up." 2. Bring up Best Buy Credit Card. 3. Have them select a few items from the CRW that can be purchased at a later time. 4. Re-explore options B & C. 5. Thank them & send them home with the CRW. |
CRW BBCC Remove Items B&C Thank You |
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The Complete Solution |
Hardware Accessory Content Connection Protection Services |
Hardly Anybody Can Cook Prime Steak |
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Definition of Price Definition of Value |
Price: What something costs Value: Matching customer's needs, wants & desires with product benefit |
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Fun (As defined by Best Buy) |
Winning. Winning (As defined by Best Buy) |
Turning shoppers into buyers. |
