Questions and Answers
What is a greeting?
What are some aspects of qualification?
What does demonstration involve?
What is overcoming objections?
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What does closing the sale involve?
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What mandatory process should be followed if the customer does not choose to make the purchase after the 5 Steps to a Sale?
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What mandatory process should be followed when the customer makes a purchase?
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What are the 6 reasons to shop at Conn's?
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When was Conn's founded?
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Who founded Conn's?
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What type of account is Synchrony?
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What type of account is CCC - Conn's credit company?
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What may need to be sent to CCC to approve the customer?
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What is Conn's mission?
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What are Conn's core values?
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What is Conn's vision?
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What is the 1st Pillar of the 4 Pillars of Conn's?
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What is the 2nd Pillar of the 4 Pillars of Conn's?
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What is the 3rd Pillar of the 4 Pillars of Conn's?
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What is the 4th Pillar of the 4 Pillars of Conn's?
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What is the purpose of the newsletter?
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Who is Conn's dedicated to improving the lives of?
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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.