Sales Techniques and Customer Engagement

Key Terms and Definitions

• Greeting: Starts with a friendly smile; introduces yourself and asks for the customer's name, using their name in conversation.
• Qualification: Involves asking about brand preferences, usage, family size, making small talk, and listening to customer needs.
• Demonstration: Engaging the customer in a demonstration, planting ideas (seeds), and catering to customer needs.
• Overcoming Objections: Utilize six reasons to shop at Conn's, implement a low payment finder, and involve other decision-makers (e.g., calling the spouse).
• Closing the Sale: Involves soft closing techniques, turning over (T.O.) to finalize the sale, and directly asking for the order.

Sales Processes

• T.O. to Manager: Mandatory process if the customer does not proceed after the five steps to a sale.
• Exit Interview: Mandatory process conducted after a purchase is completed to gather feedback.

Reasons to Shop at Conn's

• Low payment finder available
• Next day delivery option
• Offers top name brands
• Guarantees low pricing
• Employs home experts for assistance
• Provides service professionals for customer support

Company History

• Founded in 1890 in Beaumont, Texas by Edward Eastham
• Originated as Eastham Plumbing and Heating Company
• Conn's has a history spanning over 130 years and operates across 14 states with 140 stores.

Qualifying Questions by Product Type

• Furniture: Material preference, room size, color and dimensions.
• Mattresses: Preference for foam or springs, issue with old bed, size of the bedroom.
• Refrigerators: Replacement vs. upgrade, living situation, size of current unit, brand preferences, and feature desires (e.g., ice/water dispenser).
• Laundry Appliances: Preference for agitators, sports-related needs, size desired, feature requirements, and household size.
• Televisions: Upgrade vs. replacement, entertainment needs, specific room location, usage type, and watching preferences.
• Ranges: Type (electric or gas), cooking frequency, color preferences, and issues with current stove.

Communication Techniques

• T.O.: Example of introducing the manager in a sale, emphasizing humility and teamwork.
• 10/20: A tracking system for managing sales leads.

Company Mission, Vision, and Values

• Mission: Enhancing employee lives while improving customer experience through quality products and purchasing options.
• Vision: Aspiring to exceed customer expectations as a consumer product retailer and finance provider, aiming to be the employer of choice.
• Core Values: Commitment to superior customer experiences, professional development for employees, teamwork, and integrity.

Four Pillars of Conn's

• People: First pillar highlighting the importance of employee relations.
• Customers: Second pillar focusing on customer satisfaction.
• Sales: Third pillar emphasizing sales performance.
• Profit: Fourth pillar reflecting financial success and sustainability.

Account Types

• Revolving Account: Synchrony is classified under this type.
• Direct Loan: CCC (Conn's Credit Company) is structured as a direct loan account.

Approval Documentation

• Required documentation for customer approval may include proof of income, proof of residence, and a phone bill copy.