Allot of us have worked on handling multiple up situations and have gotten pretty good at it, or we thought we had gotten pretty good at it. CBC has taken multiple ups and made it so much easier for us and our customers.
I was working with a couple (both specialists, so they needed allot of attention) that was looking at getting a dual adjustable EUX and I had another couple come in my store. After greeting them and exchanging names they told me they were looking for an inexpensive queen for their teenage daughter. I explained how the new CBC program worked and showed them how to use the comparison center to find their color - then asked to be excused to go back to the dual adjustable couple for a few minutes. After spending another 5 or 6 minutes with the Sleep Number customers I saw that the 2nd set of customers had found their way to the red section and were trying out beds. I asked if they had any questions and they said "No, we decided she likes the reds so we are just checking those out." I let them try a few out and go back to check on them in another 5 minutes or so and they said "She like the feel of this one the best, let's go ahead with that one!"
In a matter of 10-15 mins and minimal interaction with me, they had decided that the Holly Springs was the winner because it FELT the best to her daughter. They didn't even bring up price once, but in the beginning they were talking about "inexpensive queen sets". Not only did CBC make it easier for the customer to try beds out on their own for a while, it gives us the chance to put a little extra effort into another customer if needed!! 2 sets of customers....2 tickets!! CBC is AMAZING!
Scott
AM - Dallas
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It has made multiple ups soo much better to handle. It's something that makes sense to customers and it helps them feel like I'm giving them their space, not like I am ignoring them. For instance, I had 1 woman in walk in about the time I was finishing explaining the store to the first customer, Judy. Customer #2, Leslie, didn't really notice the color coordination but she did migrate towards the foot protectors stating "Firm." When I left Judy to try out a few different beds, I explained to Leslie how the store was set up. About that time I had 2 customers coming back about customer service issues. When I finished with that, Leslie decided that she liked the Cape Horn Firm. She said that it was the "perfect bed." About the time she finished, Mariellen came in and I sat down and explained the set up to her. Just as Mariellen went to the Comparison Center, Judy sat down and bought a king size Medallist Silver Strand. Then I was able to focus on Mariellen who figured out that she was an orange or a green. She found her perfect bed to be an adjustable classic. Unfortunately, when calling her husband she couldn't get through as he was not next to his phone. However, if anything it helped me develop strong relationships with all 3 customers and help each find that "perfect feel." I could feel the difference as I'd help the customer service issues as the customers were excitedly talking to each other. To me, that made the day wonderful...the fact that they were all at ease and confident about their choices. And the biggest thing was that I could actually focus on each of them and develop that needed rapport.
*Becka, team RED of Dallas North*
"Do not disturb" cards have been the most helpful tool for me when handling multiple ups. Imagine you're with a customer and you get a second or third up. Obviously, you're going to have to excuse yourself to go over to the new customer, introduce yourself and get them started with cbc. However, right after all that if you hand them the "Do not disturb" card, that will validate everything you've just told them. It will also decrease their chances of forgetting all about what you've just told them about cbc and keep them from wondering around the store clueless, like so many of us have seen before. It's sord of like telling someone directions and then actually printing the map for them with written directions.
George Beradze
Dallas East
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