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What is the Best Buy Customer Promise? 1. Better choice of phones and networks 2. Impartial, informed advice 3. Straightforward pricing 4. Someone to be there for the life of the phone
What are the five fundamental rules of the Carphone Warehouse? 1. Always treat customers as we ourselves would like to be treated 2. The reputation of the company is in the hands of every individual 3. Always deliver what we promise. If in doubt under promise and over deliver. 4. If we don't look after the customer someone else will. 5. Nothing is gained by winning an argument except losing a customer.
What is Best Buy's market share growth for the past, present and future? 1.5% in 2006 5.5% now 15%-World Domination in the future
Name 12 value props Geek Squad Protection Upgrade Checks BEAST Rec Sheets Direct Ship Rapid Exchange In-Store Pickup Happy 24 Buy Back Walk out working MIQ No Rebates
What are the five steps of Solve Care in order? Welcome Understand Wow Sell Deliver
Why is it important to acknowledge customers? -70% of customers acknowledged within 30 seconds are more likely to stay in the store. -Chances of a sale are increased by 90% when customers are interacted with within 2 minutes.
What are the percents of words, music, and dance and why are they important? 7% Words 35% Music 58% Dance Builds rapport with the customer and influences the way you are perceived when making a sale.
What are the parts of a permission question? What Why Benefit
What are two advantages of Rec Sheets for customers and employees? Customer: Prevents Buyers Remorse Customer: Makes sure products are tailored to them and their lifestyle. Employee: If a customer comes back later to purchase you'll know what they were looking at even if you didn't talk to them initially. Employee: Gets you promoted
What are the two parts of the Welcome? Acknowledge Permission Question
Five Carphone Warehouse value props. Ultimate Price Promise lifeline Geek Squad Repairs Promise Instant Ship
What is a Value Proposition? Things we do differently to create a better experience, and better value, for our customers.
What are the Best Buy Core Philosophies? 1. Invite employees to contribute unique ideas and experiences in service of our customers 2. Treat customers uniquely and honor their differences as segments and individuals 3. Meet customer's unique needs end to end
Name the seven types of lifestyle questions. 1. Open 2. Closed 3. Probing 4. ASsumptive 5. Linked Statement 6. Implication: 7. TNT 8. Confirming
Which two questions do we ask during the understanding stage? What would your perfect phone do? How do you connect to the internet?
Which two behaviors must be done in the understanding step? Establish the needs/wants/desires Summarize the needs and gain agreement
Give an example of an open question. What do you like to do for fun when you're not at work?
Give an example of a closed question. Do you listen to music?
Give an example of a probing question. On average how many songs do you think you'll be downloading to your phone?
Give an example of an assumptive question. What will be the first game you download today with your new phone?
Give an example of a linked statement. Many customers love the ability to stay connected safely and legally on the road through the use of bluetooth headsets. How are you staying connected while you travel?
What behavior must be done during the WOW stage of solve care? DEMO
How does a proper demo create customer delight? 1.Matches a device to customer's lifestyle 2. Shows we've been listening 3. Bonds the customer to the device 4. Reduces returns and exchanges 5. Sets the stage for additional products and services
Where to demo? Away from other customers, high traffic areas, and similar products.
What do we demo? everything
What to consider when demoing Body Language Put device in customer's hands Stand next to customer not across from them Keep a good pace Demo should be put in customer's real life scenarios
What does CDMA stand for and which carriers use it? Code Division Multiple Access Sprint and Verizon
What does GSM stand for and which carriers use it? Global System for Mobile Communications at&t and T-Mobile
What does MTSO stand for? Mobile telephone switching ofice
Name some factors that influence data speeds Device Location Number of users Strength of signal Technology
What is a mobile broadband device? A device that will allow other devices to connect to the internet.
4 main operating systems for smart phones iOS Android Windows 7 Symbian
Name 9 phone manufacturers Nokia, Samsung, Sony, Blackberry, Apple, LG, Motorola, HTC, Pantech
Two behaviors to be done in the sell step. Recommend the full solution Close the sale
What are the seven components to a complete solution? 1. Phone 2. Carrier 3. Data 4. Plan 5. Features 6. Accessories 7. Services
Why do we offer GSP? Customer Delight Customer Loyalty Increases profit Makes life easier for customer and employees Peace of mind
GSP Pricing 1.5.99 on phones 349.99 and under: 23 cents per day or a one time charge of 119.99 (4.99 a month) 2. 9.99 on phones 350 and over: 33 cents per day or a one time charge of 169.99 (7.08 a month) 3. 14.99 on iPhones: 49 cents per day or a one time charge of 229.98
Things included in GSP Accidental Damage from handling Mechanical or electrical failure failure from power surges One time battery replacement Standard items included in box Dust, Heat, Humidity, Normal wear and tear Locked and Found (normally 30 dollars) Uniform pixel repair standard
What is buy back? Ensures customers can recieve up to 50% of the product's non subsidized purchase price. Can be used to buy bigger, better, upgraded devices and tablets from best buy.
3 reasons a consultant may not attempt to close a sale? 1. They don't know what to do 2. They don't know how to do it 3. They don't want to
What does CSI stand for? Customer Satisfaction Index
Closing techniques Direct Command Immediate Gain Fear Twist If, Then Assumptive Alternative Summary
Meaning of a direct closing technique Closing by asking directly if it is the phone they want to get
Meaning of a command closing technique Closing by telling the customer to go with you to the register to begin checking out.
Meaning of an immediate gain closing technique Closing by showing the customer a feature of the phone they are going to love using right away
Meaning of a fear closing technique Closing by letting a customer know that the sale on the phone ends or that you don't have many left and cannot hold them.
Meaning of a Twist closing technique Closing by asking customers what it will take to make the sale
Meaning of an assumptive closing technique Closing by offering an accessory as if you've assumed they're purchasing the phone
Meaning of an alternative closing technique Closing by giving an option such as which color or size of phone the customer wants
What are the 3 F's for? overcoming objections
What are the 3 F's? 1. I understand how you feel 2. Some of my other customers have felt the same way 3. What they have found is...
Three behaviors that should be done in the Deliver step Explain the after care proposition Thanks and goodbye The Call Back
Reasons to use BEAST Tracks transactions to guarantee stores are getting paid Stores the contract so you don't have to keep a physical copy Consistent look and feel for all carriers Faster activation time for customers
Purposes of Walk out Working Creates a differentiated customer experience Increases customer loyalty and satisfaction Increases customer confidence Reduces R&E
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