BEST BUY SELLING SKILLS SALES INDUCTION

SELLING SKILLS BEST BUY

SALES INDUCTION

TRAINING, LEARNING & DEVELOPMENT

OUR OUTCOMES

• Welcome a customer in a unique manner thatinitiates conversation.

• Understand the customer’s journey, meetthem where they are and ask natural questionsto understand the ideal solution for thecustomer.

• Sell by demoing a unique feature of theproduct while providing a recommendation ofthe best solution in a pressure-free way usingrelevant value propositions.

• Appreciate the customer business and build arelationship as a trusted advisor.


RENEW BLUE

How does what you are learning this week support Renew Blue?

Reinvigorate and rejuvenate the CUSTOMER EXPERIENCE

Work with VENDOR PARTNERS to innovate and drive value

Increase ROIC for INVESTORS

Attract and inspire LEADERS AND EMPLOYEES

Continue leadership role in positively impacting OUR WORLD


MISSION TO IGNITE HUMAN POTENTIAL.

IGNITE THE POSSIBLE


THE BEST BUY CUSTOMER PROMISE

What are the 5 components of The Customer Promise?

• The latest devices and services - all in one place

• Knowledgeable, impartial advice

• Competitive prices

• The ability to shop when and where you want

• To support you for the life of your products


STEPS OF THE SALE SELLING SKILLS


STEPS OF THE SALE

WELCOME UNDERSTAND

SELL APPRECIATE


WELCOME SELLING SKILLS


WELCOME STEP

WHAT YOU DO HOW YOU DO IT Welcome a customer in a unique manner that initiates conversation.

• Welcome or acknowledge thethe customer in a timelymanner

• Be friendly, attentive andcourteous

• Start a conversation with thecustomer

TRAINING, LEARNING& DEVELOPMENT

• Be friendly

• Be attentive

• Be aware of your surroundings

• Be unbiased

• Be clear

• Be aware of your appearance

• Be enthusiastic

• Be courteous

• Be a good listener

• Create a pressure-free environment

WELCOMING ENVIRONMENT


WELCOMING THE CUSTOMER Why do we welcome customers?

• To make them feel welcome.

• To encourage them to stay.

• To show we care.

One out of three people do not get welcomed and leave the store.


CONNECTING WITH CUSTOMERS

• What does the phrase “people buy people” mean?

• Customers begin making decisions about you as soon as they seeyou.

• Customer‘s perceptions can be based on your interactions with othercustomers, your interactions with employees, or how you holdyourself when you do not even know others are watching.

• What sort of things might influence a customer’s opinion of you?


HAND-TO

Connect customers with Sales Consultants to maximize the experience of shopping a brand.

A good hand-to includes: • Introducing customer to Sales Consultants• Summarizing what has been learned already• Stating the expertise the Vendor Expert has to build confidence

Hand-tos will happen from: • Sales Consultant to Vendor Expert• Vendor Experts to Vendor Expert• Vendor Experts to Sales Consultants


UNDERSTAND SELLING SKILLS


UNDERSTAND STEP

WHAT YOU DO HOW YOU DO IT Understand the customer’s journey, meet them where they are and ask natural questions to to understand the ideal solution solution for the customer.

• Ask questions to understand thebest solution

• Ask the customer if they are a MyBest Buy or Best Buy Credit Cardmember

• Ask the customer “What’simportant to you?” and note thekey product attributes or customercustomer considerations

• Utilize the sales tools


UNDERSTAND YOUR CUSTOMER Why do we need to understand our customer?

• Find out what they already know, what research they have done andwhere they have been.

• To discover their needs, wants, and desires.• To effectively recommend a complete solution that not only fits their

current needs, wants, and desires, but lets them know how we canmeet future needs.

• Are they a My Best Buy cardmember? Or Rewards member?

What should we ask more about, the person or the product?

• Could you recommend a ___________ to your parent or best friendwithout asking them a single product question?


• Customers are motivated to buy for many reasons…

• People are not shopping for products, they are shopping for abetter or easier way of life. The products we sell will help themaccomplish this.

• With the right technology people can do amazing things.

CUSTOMER MOTIVATIONS


Item: TV

Feature

Split-Screen Web + TV

You never have to choose between your

favorite show and your favorite site.

Benefit

FEATURES AND BENEFITS


ASKING QUESTIONS

Why do we ask questions?

All questions fall into two categories, open ended or closed ended.

• What is an open ended question?

• What is a closed ended question?


WHAT TO DO WITH WHAT YOU’VE LEARNED • Always be listening for answers that will help in recommending a

complete solution.

• This means listening for reasons why they need:

• When you discover a reason for a service or accessory, be sure to usethe sales tools to capture what the customer said and use them toshow the customer what they said they needed:

—Core Blue

—Customer Recommendation Worksheets

– Geek Squad Protection– Trade In– My Best Buy

– Accessories– Content– Connections– Services


SELL SELLING SKILLS


SELL STEP WHAT YOU DO HOW YOU DO IT Sell by demoing a unique feature of the product while providing a recommendation of the best solution in a pressure-free way using relevant value propositions

• Include the customer in a demo of the keyfeatures and benefits of the product.

• Explain the features and benefits thecustomer was unaware of.

• Recommend accessories, GSP, servicesconnections solutions and explain how theythey enhance the customer experience.

• When applicable, ask the customer abouttheir wireless network, current serviceprovider and number of devices they haveconnected to the network

• Use all available options to get the productto the customer.

• Explain why Best Buy is the place to shopand ask for the sale.


THE TRANSITION FROM UNDERSTAND Now that we have discovered and summarized our customer’s needs, wants and desires you are ready to show your customer the perfect solution.

Here are some examples you can use to transition: • Based on everything you’ve told me, I have a great feeling around

what you want. May I show you?

• I’ve got something you’re going to love. It’s right over here.

• Now that I have an idea of what you had in mind, let’s take a look atsome possibilities.


WHY DO WE DEMO? How does a great demo create customer delight?

• Shows the customer that with the right technology they can doamazing things.

• Bonds the customer to the solution

• Helps close the sale

• Reduces returns and exchanges

• Sets up additional products and services

• Builds trust, credibility and shows we’ve been listening

• Establishes value


HOW DO YOU DEMO WHAT DO YOU DO DURING THE DEMO?

• Observe the customer throughout the interaction to gauge theircomfort level and interest

• The product needs to be in customer’s hands when available

• Stand next to the customer not in front of them

• Be aware of the pace of the demo

• Be able to demo features, actions and benefits and have thecustomer replicate it

• The demo should be put into the customer’s real life: “Imagine onSaturday you are waiting for your son and you could…”


SELLING ACCESSORIES

Why should we recommend accessories to our customers? • If a customer has the right accessories for their product, they are able

to use it more effectively.

Activity: • In your connected solution groups look at your recommendation and

add the accessories needed for the complete solution.

• Be ready to speak to why you added the accessories.


SELLING CONNECTIONS AND CONTENT

Personalization is key:

Activity: • In your connected solution groups look at your recommendation and

add the connections and content needed for the complete solution.

• Be ready to speak to why you added the connections and or content.

When the right devices, accessories, connections and content are in sync with a customer’s unique profile, the result is a fully-connected experience.


WHAT DOES GEEK SQUAD DO?

We are a Company in service to others (we just happen to work with technology.)

… PC support? …Mobile installers?

…HT installers? …Repair techs?


GEEK SQUAD SERVICES

Geek Squad Services include: In-Store: • Troubleshooting• Data back-up• Virus removal• Remote start• Car stereo systems• Back-up camera

In-Home: • Smart home install• TV, sound system, remotes,

calibration• Delivery, installation and• Appliance repair services• Networking• Data back-up• Remote troubleshooting

Geek Squad City and Depots: • Major Appliance repair• Computer and Tablet repair• Digital Cameras and

camcorders• Gaming devices• Etc.

Online and Phone: • Geek Squad Online

Support• Diagnosis• Troubleshooting• Appointment Scheduling• Etc.


MY BEST BUY CREDIT CARD BENEFITS My Best Buy Credit Cards are a great solution, which differentiates us

from our competition and drives customer loyalty.

Customer Benefits • Affordability

• Faster Rewards

• Purchasing Power

• Customer ChoiceCompany Benefits

• Revenue Driver

• Check lane tender savings

• Brand loyaltyEmployee Benefits

• IST impact

• Closing Tool


MY BEST BUY CREDIT CARD BEHAVIORS FOR SUCCESS SAY:

“Are you a My Best Buy Rewards member or a My Best Buy Credit Cardmember?”

DO:

Monetize the Rewards and Monthly Payment for the Customer.

“You can get $__back in Rewards OR get this for $ __ a month with __Month Financing. “


COLUMN VS. SOLUTION SELLING

Ask for the

Product sale

Ask for Accessories Content and Connections Complete Solution

Recommendation

Ask for Geek Squad

Protection

Ask for Services

Customer opens wallet

Customer opens wallet

again

Customer opens wallet again

Customer opens wallet again

Customer opens once


ASK FOR THE SALE What is the main reason that a customer doesn’t buy today?

• We never asked for the Sale!

It is Ok to ask for the Sale? • Yes, you have earned the right!• Be confident!

What are three reasons a sales consultant might not attempt to close a sale?

1. Don’t know when to2. Don’t know how to do it3. Don’t want to

http://sp.bestbuy.com/corp/ConsumerHub/ECCSP/cr/rld/Images1/Employee%20Pics/Employee%2011.jpg


CLOSING THE SALE

• Do you want to go with this today?

• Let’s go head over to the register and get you started.

• Let’s go ahead and get you set up today because our prices changetonight. That way if the price goes up you’ll be safe, and if it happensto go down, just swing by and we’ll give you the difference.

• If you get this TV today, then you’ll be able to get free delivery andhaul away to save you time and money.

• Did you want to grab a couple of games to go with your gamingconsole today?

• Did you have any questions or concerns?


CUSTOMER CONCERNS Establishing trust early on will help customer’s express their concerns

• Some customers want to protect the relationship and may use ageneral concern when something is bothering them.

• Other customers will state a specific concern outright.

What are some examples of each?

How do you turn a general concern into a specific concern?

You’ve built trust and a personal relationship. You should feel confident to discuss your customer’s concern in a

respectful manner.


APPRECIATE SELLING SKILLS


APPRECIATE STEP

WHAT YOU DO HOW YOU DO IT Appreciate the customer’s business and build a relationship as a trusted advisor.

• Thank the customer for theirpurchase

• Reinforce the customer promiseby explaining Best Buy will bethere for the life of the product

• Invited the customer to providefeedback in any way they feelcomfortable


• The goal of all retail organizations is to meet the needs of theircustomer’s.

• What does that really say about the overall level of service theirsalespeople are providing?

APPRECIATION FOR THE CUSTOMER

• Loyal customers are not justsatisfied, they’re thrilled!

• Customer loyalty begins with yourpersonal decision to genuinelycare about your customers.


THANK THE CUSTOMER • Let your customer know they matter and you genuinely appreciate

them. —Genuinely thank them by name—Stand up! Come out from behind counter —Look them in the eyes, smile, and shake their hand

• This creates a lifetime experience instead of a transactionalexperience.

• What other ways can we show that we care?


REINFORCE THE CUSTOMER PROMISE • Remind them of our customer promise and what makes Best Buy

different than any other retailers.

– Invite them to stop by and see you the next time they come in

– We want the customer to contact us with any questions,problems, or queries. We sold them the product, we takeresponsibility for it.

• What are reasons we want them to come back to us besides topurchase more products?

• How else will you reinforce the customer promise throughout the sale?


1. Ask: “Will you help usimprove our service?

2. Invite the customer toprovide feedback so wecan become better.

Open the doors for your customer to give feedback.

THE INVITATION


Thank You!

BEST BUY SELLING SKILLS SALES INDUCTION

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