Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
58 Cards in this Set
- Front
- Back
What are the Best Buy values? |
Learn from challenge and change Unleash the power of our people Show respect, humility, and integrity Have fun while being the best |
|
What is the Best Buy promise? |
The latest devices and services Impartial advice Competitive prices Shop when and where you want to Support you for the life of product |
|
What is a value proposition element? |
Strategies that create value for customers |
|
What should value propositions accomplish? |
Creates a differentiated customer experience, set company apart from competition, solve customer need |
|
What are the Best Buy Value propositions? |
Geek Squad, my Best Buy, Trade in, Vendor pads, Best buy.com, store pickup, price match guarantee, return and exchange promise |
|
What are the top 3 things that are important to our customers? |
Purchase with confidence, interact with Associates, experience products |
|
What are the key drivers of NPS (Net Promoter Score)? |
Associate availability, associate knowledge, product in-stock/multi-channel fulfillment, checkout experience |
|
What are the 5 main components of world-class retailing? |
Pride in our environment, selling is an art, extreme service orientation, culture of winning and belonging, great leadership and great culture |
|
What are the five main components of World Class Retailing? |
Pride in our environment Selling is an art Extreme service orientation Culture of winning and belonging Great leadership and great culture |
|
What is (p)wusa? |
(Prepare) Welcome Understand Sell Appreciate |
|
What are the required says and dos in the welcome step. |
Welcome the customer in a timely manner. Start a conversation with the customer to build rapport. |
|
Why do we welcome customers? |
To make them feel welcome. To encourage them to stay. To show we care. |
|
Who invented Best Buy? |
Richard Schulze and Gary Smoliak |
|
What was Best Buy formerly called? |
Sound of Music |
|
When was the concept of Sound of Music invented? |
1965 |
|
When was the Sound of Music started? |
1966 |
|
What is the percentage of words music and dance? |
Words 7% Music 35% Dance 58% |
|
What was the name of the sale Richard had? |
Frill sale. |
|
How many percent of people will leave if not interacted with within first 2 minutes? |
90% |
|
When did Sound of music become best buy? |
1983 |
|
Who invented Geek Squad? |
Robert Stevens |
|
Features and benefits? |
Features tell, benefits sell |
|
What are the defiant ions of the words, music, and dance? |
Words- what we say Music- the way we say it Dance- our body language |
|
What are good conversation starter topics? |
Children Entertainment Current events Personalized clothing Sports Holidays Weather |
|
What conversation topics should you avoid? |
May I help you? Are you looking for anything in particular? Can I answer any questions for you? Do you know about our current promotions? |
|
What is customer resistance? |
a defense mechanism used by customers when they don't want to be approached |
|
What is the "verbal agreement"? |
An agreement with a customer to help when done with other customer (stacking customers) |
|
What is the permission question? |
Creates trust, creates an invitation to shop with low pressure environment, tells customer what will happen, tells us if customer what to buy today or just looking. |
|
What are the four parts to permission question? |
What (what we are getting ready to do) Why (explains why we are asking questions) Benefit (specific benefit customer will get) Closed question (permission question) ex: is that ok with you? |
|
How much percent of people researched online before buying in store? |
61% |
|
Why do customers buy? |
Trust and value |
|
What is an open ended question? |
Where you get a detailed question |
|
What is a close ended question? |
Yes or no question |
|
What are the top 5 attributes? |
Tvs, laptops, tablets, dslrs, and refrigerators |
|
What is bluelist? |
An internal wishlist |
|
What can you do with coreblue? |
Member status, eligible for upgrade, see if they have GSP, Trade in, purchase history, bb account # |
|
Required says and do's in the sell step? |
Demo the possibilities Ask for the sale |
|
How do you establish value? |
By showing the customer what the product is worth to them |
|
What are features? |
Features are characteristics of the product |
|
What are actions? |
What the characteristic does |
|
What are benefits? |
How the feature ans action benefits that persons needs, wants, and desires |
|
What is fab? |
Features Actions Benefits |
|
What is omni channel? |
Provides our customers the flexibility and choice in how and when they shop |
|
Who is geek squad? |
A company to service others |
|
When did we acquire geek squad? |
2002 |
|
When was geek squad invented? |
1994 |
|
What is the 6 point pledge? |
1) never violate trust of the clients or disrespect their property. 2) never say "I don't know". Instead say, "I'll find out" 3) always understand that my clients time is more valuable than my own. 4) assume every problem is my fault, unless proven otherwise. 5) consider my job done only when my client is completely overwhelmed with joy. And instead of assuming they're happy, I'll ask them. 6) keep every promise I make. Including this one. |
|
What are the 3 fs? |
Feel- I feel ur pain Felt- others felt same Found- what other have found. |
|
3 examples of buying signals? |
Usually after you create the value Verbal Nonverbal |
|
Why shouldn't you column sell? |
Bc then customer has to keep pulling out wallet. |
|
What is geek squad made of? |
Ht installers, mobile installers, pc support, and repair techs |
|
What should you do during demo? |
Stand next to customer, be aware of pace of demo, demo features, actions, and benefits. |
|
Example of DIRECT closing technique: |
Do you want to go with this today? |
|
Example of COMMAND closing technique: |
"Let's go head over to the register and get you started" |
|
Example of FEAR closing technique: |
Let's go ahead and get you set up today because our prices change tonight. |
|
Example of IF THEN closing technique: |
If you get this TV today then you'll be able to get free delivery and haul away to save you time and money. |
|
Example of ASSUMPTIVE closing technique: |
Did you want to grab a couple of games to go with your gaming console today. |
|
Example ALTERNATIVE of closing technique: |
Did you want the white or black one? |