Sales Techniques and Customer Engagement

Questions and Answers

What is a greeting?

Introduce yourself, ask for customer's name (repeat their name) (correct)

Friendly smile (correct)

What are some aspects of qualification?

Small talk (correct)

Listen to customer's needs (correct)

Ask about brand preference, usage, family, size (correct)

What does demonstration involve?

Customer involvement in demo (correct)

Plant seeds (correct)

Meet customers' needs (correct)

What is overcoming objections?

Use 6 reasons to shop at Conn's Signup and view all the answers

What does closing the sale involve?

Ask for the order Signup and view all the answers

What mandatory process should be followed if the customer does not choose to make the purchase after the 5 Steps to a Sale?

T.O. to manager Signup and view all the answers

What mandatory process should be followed when the customer makes a purchase?

Exit interview Signup and view all the answers

What are the 6 reasons to shop at Conn's?

Top name brands Signup and view all the answers

When was Conn's founded?

1890 Signup and view all the answers

Who founded Conn's?

Edward Eastham Signup and view all the answers

What type of account is Synchrony?

Revolving Signup and view all the answers

What type of account is CCC - Conn's credit company?

Direct loan Signup and view all the answers

What may need to be sent to CCC to approve the customer?

All of the above Signup and view all the answers

What is Conn's mission?

To enrich the lives of employees by improving customers lives through a unique offering of quality products, services, and purchasing options. Signup and view all the answers

What are Conn's core values?

Dedicated to providing superior experiences for customers within a rewarding environment that encourages professional development for employees. Signup and view all the answers

What is Conn's vision?

As a nationwide consumer product retailer and finance provider, Conn's homeplus exceeds customer expectations through innovation and customer service. Signup and view all the answers

What is the 1st Pillar of the 4 Pillars of Conn's?

People Signup and view all the answers

What is the 2nd Pillar of the 4 Pillars of Conn's?

Customers Signup and view all the answers

What is the 3rd Pillar of the 4 Pillars of Conn's?

Sales Signup and view all the answers

What is the 4th Pillar of the 4 Pillars of Conn's?

Profit Signup and view all the answers

What is the purpose of the newsletter?

To reference promotions, focus items, and spliffs Signup and view all the answers

Who is Conn's dedicated to improving the lives of?

Employees and customers Signup and view all the answers

Study Notes

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.

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Description

Test your knowledge on key sales techniques and customer engagement strategies. This quiz covers essential terms such as greetings, qualifications, and overcoming objections, alongside processes like closing sales and conducting exit interviews. Perfect for anyone looking to enhance their sales skills.