Best Buy Mobile Induction

What is Best Buy's promise? (5)
1. Competitive prices
2. latest and greatest devices all under one roof
3. be there for life of the product
4. ability to shop when and where you want
5. knowledgeable, impartial advice

What are the four values of Best Buy?
LUSH
1. Learn from your challenges and change
2. Unleash the power of the people
3. Show respect, humility and integrity
4. Have fun while being the best

What are the five fundamental rules of carphone warehouse?
GRAIN or TRAIN
1. Golden rule, treat others how you yourself would want to be treated
2. Reputation of the company is in the hands of every individual
3. Always deliver what you promised, if in doubt under promise and over deliver
4. If we don't take care of the customer someone else will
5. Nothing is gained from an argument except losing a customer

What are the five steps of solve care?
1. Welcome
2. Understand
3. WOW
4. Sell
4. Deliver

What is the purpose of Best Buy mobile?
To fundamentally change the way consumers choose and use mobile technology

According to our customers what is the most important value proposition?
Their employees, us, me

What percentage makes up words, music, and dance?
7, 35, 58

Define at least two: words, music and dance.. And list examples
Words: actual words we say (knowledge, simple to understand)

Music: the way we say it (tone, pitch, rate of speech)

Dance: our body language and facial expression (posture, eye contact, smiling)

Why is it important we understand each? (Words, music, dance)
To better relate to the customer

What percentage of customers will leave without buying if you don't greet within 30 seconds?
70%

What are the five main customer type?
1. I know what I want
2. Which do I want
3. I need accessories
4. Help me
5. I'm just looking

Write a good permission question
Since we have a variety of different items in the store such as phones and accessories. I'm going to ask you a few questions and jot down some notes so that I can get the perfect device or item for you today. Is that OK?

OUR FIRST YES

What is one of the first question you should ask in the understand step that can lead to many probing question?
What would the perfect mobile device do for you?

List two reasons why we want to ask more questions about the customer and not the phone.
1. Understand needs, wants, and desires
2. Slow down the sale

List two questions you could ask to learn about customer's work or family life.
1. Tell me more about your family
2. What do you do for a living?

List five premium accessories that we sell at Best Buy mobile.
1. Beats
2. UE Boom
3. Life proof
4. Fitbit
5. Smartwatch (moto360)

List two questions that you could ask your customer to determine if one of the premium accessories would be a good fit for them.
1. What is your favorite thing to do? hobbies?
2. How do you typically listen to music at home or outside?

List the four things you should be checking in every account analysis.
1. Upgrade check
2. Data
3. Bill
4. Address

Why do we perform account analysis?
Fraud, home connection, save customer money on their bill, data upgrade or downgrade

List two customer benefits of the recommendation sheet.
1. No repetition
2. Give every customer same experience

... Show we care, get everything they need

List two employee benefits or how it increases profitability (rec sheet)
1. Don't have to ask their number multiple times
2. Gain better understanding of customer

... Call backs, less returns

List two benefits of an engaging, effective demo
1. Close a sale
2. Less returns

... Build value for product

What are three different types of things we can demo for a customer?
1. Premium accessories
2. Phones
3. Tablets
4. Accessories

What are three things you need to have or do to make sure you have a great demo?
1. Features, Actions, Benefits
2. Put customer in driver's seat
3. Be knowledgeable

... Functional, in stock

List 6 things included in the full solution.
1. GSP
2. BBY card
3. Phone
4. Tablet
5. Basic accessories
6. Premium accessories

... Home connections, sling, fitness, trade- in

List four internet solutions we sell
1. Phones
2. Embedded tablets
3. Hotspot
4. Modem

What question can you ask a customer to understand their internet needs?
Do you have wifi at home?
How do you connect to the internet?

List four benefits of IB for store, customers, or self.
1. No contract
2. Cheaper upfront cost
3. No activation fee
4. Upgrade more often

List three main functions of the lock and found app.
1. Lock and found
2. Tech checker
3. Data transfer

List at least four things GSP covers on postpaid phones.
1. Cracked screens
2. Water damage
3. One time battery replacement
4. Lost and theft

... Charger, manufacture defect

GSP monthly and outright price.
7.99/159.99
10.99/239.99

List two reasons for why we do trade- ins.
1. Customers spend 2.5x the value of the gift card
2. 94% customers will recommend to their family and friends.

List 4 tiers of the Buy More, Save More
1. $5 off $60
2. $10 off $75
3. $15 off $100
4. $30 off $150

You are getting a customer connected with a new android phone. List 8 accessories we carry that might go with the customer's new phone.
1. Smart watch (moto360)
2. Fitbit
3. Life proof
4. Studio beats
5. UE Boom
6. Car charger
7. Chrome cast
8. Battery pack (mophie)

What is the biggest reason within our control that customers won't buy from us today?
We do not ask for the sale.

Closing statement or question- direct
Do you want to get the phone today?

Closing statement or question- command
Let's go head over to the register and get you started.

Closing statement or question- fear
Tomorrow the prices will go up. Our promotions end today. So to ensure you get the best price why don't you purchase it today and if the price happens to go down, come back and we will give you the difference.

Closing statement or question- alternative
Did you want the white or black one?

Closing statement or question- twist
I definitely would get this device for myself if I was eligible!

Current financing offers on the BBY card
6 months no interest for devices 199.99+
12 months no interest for devices 399.99+

10 behaviors
1. Personal Greeting
2. promise question
3. Permission questions
4. Perfect device
5. Probing question
6. Demo device
7. Recommend full solution
8. Close sale
9. Perform walk out working
10. Congratulate and thank the customer