Podcast
Questions and Answers
What is the Best Buy Customer Promise? (Select all that apply)
What is the Best Buy Customer Promise? (Select all that apply)
What are the five fundamental rules of the Carphone Warehouse? (Select all that apply)
What are the five fundamental rules of the Carphone Warehouse? (Select all that apply)
What is Best Buy's market share growth for the past, present, and future?
What is Best Buy's market share growth for the past, present, and future?
5% in 2006, 5.5% now, 15% in the future
Name 12 value propositions offered by Best Buy.
Name 12 value propositions offered by Best Buy.
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What are the five steps of Solve Care in order?
What are the five steps of Solve Care in order?
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Acknowledging customers is important.
Acknowledging customers is important.
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The percents of words, music, and dance are ___%, ___%, and ___% respectively.
The percents of words, music, and dance are ___%, ___%, and ___% respectively.
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What are the parts of a permission question?
What are the parts of a permission question?
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What are two advantages of Rec Sheets for customers and employees?
What are two advantages of Rec Sheets for customers and employees?
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What are the two parts of the Welcome?
What are the two parts of the Welcome?
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What are five Carphone Warehouse value propositions?
What are five Carphone Warehouse value propositions?
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What is a Value Proposition?
What is a Value Proposition?
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What are the Best Buy Core Philosophies?
What are the Best Buy Core Philosophies?
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Name the seven types of lifestyle questions.
Name the seven types of lifestyle questions.
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Which two questions do we ask during the understanding stage?
Which two questions do we ask during the understanding stage?
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Which two behaviors must be done in the understanding step?
Which two behaviors must be done in the understanding step?
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Give an example of an open question.
Give an example of an open question.
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Give an example of a closed question.
Give an example of a closed question.
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Give an example of a probing question.
Give an example of a probing question.
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Give an example of an assumptive question.
Give an example of an assumptive question.
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Give an example of a linked statement.
Give an example of a linked statement.
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What behavior must be done during the WOW stage of Solve Care?
What behavior must be done during the WOW stage of Solve Care?
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How does a proper demo create customer delight?
How does a proper demo create customer delight?
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Where to demo?
Where to demo?
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What do we demo?
What do we demo?
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What to consider when demoing?
What to consider when demoing?
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Study Notes
Best Buy Customer Promise
- Offers better choice of phones and networks.
- Provides impartial, informed advice for customers.
- Maintains straightforward pricing.
- Ensures support for the entire lifespan of the phone.
Carphone Warehouse Fundamental Rules
- Treat customers as you would like to be treated.
- Company reputation relies on individual actions.
- Deliver on promises; underpromise and overdeliver if unsure.
- Prioritize customer care to avoid losing them to competitors.
- Winning arguments can lead to losing customers.
Best Buy Market Share
- Market share recorded at 5% in 2006.
- Current market share is 5.5%.
- Projected future growth to 15% for "world domination."
Value Propositions
- 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.
Five Steps of Solve Care
- Welcome the customer.
- Understand their needs and preferences.
- Wow them with the experience.
- Sell the appropriate products.
- Deliver on the promises made.
Importance of Acknowledging Customers
- 70% of customers acknowledged within 30 seconds are likely to stay.
- Interaction within 2 minutes increases chances of a sale by 90%.
Communication Percentages
- 7% of communication is in words.
- 35% conveyed through music.
- 58% expressed through dance.
- These elements build rapport and influence sales perceptions.
Parts of a Permission Question
- What: The information being sought.
- Why: The reason for the inquiry.
- Benefit: The advantages for the customer.
Advantages of Rec Sheets
- Prevent Buyers Remorse for customers.
- Tailors products to customers' lifestyles.
- Aids employees in recognizing previous customer interests.
- Improves employee promotion opportunities.
Two Parts of the Welcome
- Acknowledge the customer immediately.
- Ask a permission question to engage further.
Value Propositions at Carphone Warehouse
- Ultimate Price Promise, Lifeline Service.
- Geek Squad Support, Repairs Promise.
- Instant Ship delivery options.
Definition of Value Proposition
- Differentiates services to enhance customer experience and value.
Best Buy Core Philosophies
- Encourage employee contributions for customer service improvement.
- Treat customers as individuals and honor their unique differences.
- Meet customers' needs throughout the entire purchasing process.
Types of Lifestyle Questions
- Open, Closed, Probing, Assumptive.
- Linked Statement, Implication, TNT, Confirming.
Questions for Understanding Stage
- Explore what the customer desires in a perfect phone.
- Ask about their internet connectivity preferences.
Behaviors in Understanding Step
- Identify customer needs, wants, and desires.
- Summarize their needs and obtain agreement.
Open Question Example
- "What do you like to do for fun when you're not at work?"
Closed Question Example
- "Do you listen to music?"
Probing Question Example
- "On average, how many songs do you think you'll be downloading to your phone?"
Assumptive Question Example
- "What will be the first game you download today with your new phone?"
Linked Statement Example
- "Many customers love the ability to stay connected on the road through bluetooth headsets. How are you staying connected while you travel?"
Behavior in WOW Stage
- Conduct a demonstration (DEMO) for the customer.
Creating Customer Delight Through Demos
- Matches the device with the customer's lifestyle.
- Demonstrates attentive listening to their needs.
- Fosters a bond between the customer and the device.
- Reduces potential returns and exchanges.
- Sets up opportunities for additional product sales.
Location for Demos
- Conduct demos away from other customers.
- Choose high-traffic areas with visibility.
- Avoid placing demonstrative products near similar items.
What to Demo
- Everything relevant to the customer's interests and needs.
Considerations When Demoing
- Pay attention to body language.
- Place the device in the customer's hands for a personal experience.
- Stand in a manner that invites engagement.
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Description
Test your knowledge on the Best Buy Customer Promise and the fundamental rules of the Carphone Warehouse. This quiz covers key principles that guide customer service and operational excellence in retail. Perfect for anyone studying customer relations or retail management.
