Page 6 - REWARD_EN
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BEHAVIOUR
START THE CONVERSATION
REMEMBER: CONNECTING WITH CUSTOMERS CAN HAPPEN AT TWO VERY RELATE
CRITICAL POINTS,
• ON THE SALES FLOOR
• AT THE CASH DESK
ENSURE YOU AND YOUR CUSTOMER HAVE A CONVERSATION WITH
PURPOSE BY IMPLEMENTING THE PURPOSE SALES CONVERSATION
FORMULA:
THE PURPOSE OF EACH STEP QUESTIONS TO ASK
P - PREPARE TO 1. ENSURE YOU ARE AWARE OF ALL 1. WHAT ARE THE OBJECTIVES
CONVERSE ONGOING EVENTS, PROMOTIONS, OF THIS CONVERSATION?
ETC. PRIOR TO ENGAGING WITH 2. WHAT DO I HOPE TO
YOUR CUSTOMER. ACCOMPLISH?
2. KNOW YOUR STUFF! 3. IS THERE ANY MORE
3. THIS WILL HELP YOU BE MORE INFORMATION THAT I NEED TO
STRATEGIC, PROACTIVE, AND BE FULLY PREPARED?
CONFIDENT!
U - UNDERSTANDING THINK LIKE YOUR CUSTOMER - 1. DO I KNOW MY CUSTOMER AS
YOUR CUSTOMER WHAT’S MOST IMPORTANT TO WELL AS I SHOULD?
THEM, PERSONALITY STYLE, 2. WHAT ARE THEIR GOALS?
GENERATION, AND DECISION- 3. WHAT IS MOST IMPORTANT
MAKING PROCESS? FOR THEM TO ACCOMPLISH IN
THIS CONVERSATION?
R - RAPPORT WITH 1. IDENTIFY THEIR PERSONALITY 1. QUESTIONS TO ESTABLISH A
PERSONALITY STYLE STYLE AND QUICKLY ADAPT. COMMON BOND.
2. BEGIN TO BUILD TRUST AND 2. HOW ARE THINGS?
CONNECT WITH THEM. 3. WHAT BRINGS YOU IN-STORE
TODAY?
P - PURPOSE OF 1. STATE THE PURPOSE OF THE 1. TO MAKE YOUR EXPERIENCE
CONVERSATION CONVERSATION AND AGREE ON MOST EFFECTIVE...
WHAT IS NEEDED. 2. IS THERE ANYTHING ELSE I
2. CONFIRM THE AMOUNT OF TIME CAN HELP YOU WITH?
NEEDED. 3. DO YOU HAVE ENOUGH TIME?
O - OPEN ENDED 1. ASK OPEN, CLARIFYING AND 1. WHAT ARE THE CHALLENGES
QUESTIONS EXPANDING QUESTIONS TO FIND YOU FACE WITH...?
OUT THEIR CURRENT SITUATION, 2. WHAT ARE YOUR CONCERNS?
CONCERNS, NEEDS, AND 3. WHAT IS YOUR CRITERIA FOR
DECISION-MAKING PROCESS. SELECTING...?
2. ASK INTELLIGENT QUESTIONS IN A 4. WHAT ARE YOU IDEALLY
CONSULTATIVE MANNER. LOOKING FOR?
S - SUMMARIZE ON 1. DEMONSTRATE YOUR ARE 1. JUST TO SUMMARIZE...
THEIR NEEDS, GOALS ACTIVELY LISTENING TO ESTABLISH 2. I UNDERSTAND THAT YOU ARE
IDEALLY LOOKING FOR...
TRUST.
AND FIND 2. COLLABORATE ON POSSIBLE
SOLUTIONS SOLUTIONS AND MAKE
SUGGESTIONS.
E - EXECUTE THE DETERMINE THE NEXT STEPS TO 1. SHALL WE LOOK AT SOME
NEXT STEPS TAKE IN ACHIEVING YOUR OPTIONS?
CUSTOMER’S NEEDS. 2. WHAT IS YOUR DECISION?
