Absorb project

Absorb-Type ActivityCreate a Job Aid

Getting To Know Your Customer: The Questioning Strategy

Menu Section I

◦ Lesson Overview Section 2

◦ Learning Objectives Section 3

◦ YouTube Video of a customer interaction

Section 4

◦ Device Comparison Activity Section 5

◦ Role Play

◦ Assessment Rubric

Getting To Know Your Customer: The Questioning

Strategy

Menu

Section 1 Overview

Section 2 Objectives

Section 3 YouTube Video

Section 4 Device Activity

Section 5 Role Plan/ Assessment


MenuGlossary

The purpose of this learning event is for the retail sales consultant to develop and demonstrate effective questioning strategies using open ended questions in order to determine the needs of the customer. Learners will create a phone comparison job aid that can be used on the sales floor while interacting with customers.

Section 1: Overview

Next


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Section 4


◦ Role Play



Strategy

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Section 1 Overview






MenuGlossary

Section 2: Objective

Asking good open ended questions to understand your customers’ needs is only one step in the sales process. Understanding our device line up and device features will allow you to offer the perfect solution for your customers. Your customers will expect you to be the expert.

Next


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Section 4


◦ Role Play



Strategy

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Section 1 Overview






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Section 3: YouTube Video

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Section 4


◦ Role Play



Strategy

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Section 1 Overview






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Section 4: Device Activity

Asking good open ended questions to understand your customers’ needs is only one step in the sales process. Understanding our device line up and device features will allow you to offer the perfect solution for your customers. Your customers will expect you to be the expert.

In the next activity you will become familiar with:

1. The Sales Portal

2. Learn how to research some of the most commonly asked for features for Blackberry and other devices and,

3. Build a job aid that you can use on the sales floor.

Click Next to get started.

Next

Blackberry Curve

Blackberry Pearl

Blackberry 9000

Blackberry 9700

Bluetooth

HTML Brower

Camera

Quad Band (850/800/1900/2100)Syncs w/iTunesVisual Voice Mail CapableWi-Fi

Activity Access the Sales Portal at

http://aws.sales.portal.com/equipment Log in using your Sales Portal login and

password. Click on Equipment Click on RIM under Manufacturer Select the devices listed in the table Click on Compare. Place a “Y” for yes in the box if the

feature is present or “N” for no in the box if the feature is not present.

Click on Submit to check your answers

Submit

http://aws.sales.portal.com/equipment

Results

Blackberry Curve

Blackberry Pearl

Blackberry 9000

Blackberry 9700

Bluetooth Y Y Y Y

HTML Brower Y N N Y

Camera Y Y Y Y

Quad Band(850/800/1900/2100)

N N N Y

Syncs w/iTunes

Y Y N N

Visual Voice Mail Capable

Y Y N N

Wi-Fi Y Y Y Y

Oops! What happened? There are features that you need to research again.

Please return to the sales portal and check the features and correct your answers.

Click Submit when finished.

Submit

Congratulations!Blackberry Curve

Blackberry Pearl

Blackberry 9000

Blackberry 9700

Bluetooth Y Y Y Y

HTML Brower Y N N Y

Camera Y Y Y Y

Quad Band(850/800/1900/2100)

N Y N Y

Syncs w/iTunes

Y Y N N

Visual Voice Mail Capable

Y Y N N

Wi-Fi Y Y Y N

You now have a job aid that can be used while you are working with your customers. Over time you will become the expert on these devices.

Click Print to print this job aid.

Click Next to move to the next lesson.

Print

Exit


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Section 4


◦ Role Play



Strategy

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Section 1 Overview






MenuGlossary

Section 5: Role Play /AssessmentAction Executed all Expected

Behaviors (2) Executed Some of the

Expected Behaviors (1) Executed None of the

Expected Behaviors (0) Score

Demonstrated execution of the Sales interaction

All of the steps of the salesinteraction were exhibited

All elements of a complete solution were discussed

At least two devices were placed in the customer’s hands and demonstrated Seller promoted an open‐ended dialogue with the customer that was conversational and engaging

Only one step of the sales interaction was not exhibited properly

Some of the elements of a complete solution were discussed

Only one device was placed in the customer’s hands and demonstrated Seller asked some open‐ended questions but did not seem to be listening to the customer’s needs

Two or more steps of the sales interaction were not exhibited properly

Not all components of a complete solution were discussed Devices were not placed in the customer’s hands and no demonstration was offered

Seller asked closed ended ‐questions and seemed to be very transactional during the entire sales experience

Demonstrated evidence of product knowledge

Specific product recommendation was made based on customer needs

“General” product was recommended

No product was recommended

TOTAL SCORE (out of 5) Acceptable = 90% (4.0 out of 5)Scores <90 % suggest coaching in specific areas

Exit


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Section 4


◦ Role Play



Strategy

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Section 1 Overview






MenuGlossary

Absorb project

Education

Transcript of Absorb project