Ambassadors of Customer Expereience Module 2
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Transcript of Ambassadors of Customer Expereience Module 2
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Ambassadors of Customer ExpereienceModule 2
Adding Value
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Who is involved in selling?
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Session Objectives• Identify why adding value &
upselling is important, and what skills and knowledge is needed to do it effectively
• Spot appropriate opportunities for adding value and boosting business within your own and other departments
• Demonstrate how to boost sales by offering options and alternatives
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AgendaWhy is adding value & upselling importantSpotting OpportunitiesProduct KnowledgeSkills and BehavioursHandling ObjectionsPractice
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Why is it important?
Planned purchases
Impulse buys make up 60%
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What can we learn from the supermarkets?
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Getting the balance right
Customer
needsProfit
Additional sale
Availability
Margin
Taste
Value for money
Something they want
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ExerciseIdentify as many opportunities for adding value as you can.
Put each idea on a separate post it note.
4 minutes
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Spotting opportunities• How would you approach each
situation to get the conversation going and identify what the customer may want?
• Be prepared to feedback to the group
• You have 5 minutes
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How can we tempt people?
Decision to buy
Different
Emotions
Benefits
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Skills and behaviours
Q WHO WHAT WHY WHERE WHEN
HOW
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Exercise• Find a partner and decide who is A and B• A to think of something your partner does
not know about you (non work).– e.g. Where you want to go on holiday next
year, how you will be spending Christmas, a hobby
• B to ask as few open questions as possible to find out your partners ‘secret’
• A can only answer the question i.e. don’t give away any additional information
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Handling objections
Timing• Too soon• Too late
Empathy• Understand what they want• Put yourself in their shoes
Does ‘no’ mean…. • They need more information?• Another option?
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Your turn…..
Customer
Team Member
Observer
A
B
C
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