Thursday, October 16, 2008
How I Intoduce CBC and Transition- Zach Williams Miami North
I have found that, if you walk up with the SWA and the PSE that can be overwhelming for you and the cutsomer. Trying to show the customer savings in the SWA with the current sale can be more difficult if you have to keep readjusting the PSE or keeping setting it down. What I have found works best, is walking up with the SWA and introducing CBC, show savings with current sale using SWA, and then handing the customer the SWA in order to be as transparent as possible as well as free my hands. I then transition to the PSE by asking if they mind if I ask them a few questions to help determine the best solution for their sleep needs. Most of the time they say yes, and with my hands now free I grad the PSE which I conveniently have hanging from a hook in the wall between the front door and the comparison center. This seems to be working by making it easier on the sales person as well as more comfortable for the customers as well.
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4 comments:
Zach tell the story about the customer who came in from Giant & Mattress Mall all beat up... And what you and Robenson did to diffuse the situation!
Brandon Tell
Miami del Norte
Oh that guy.... He asked... "So what would you do if we wanted to be left alone?" in a smart alec tone.... Robenson said... "We got you covered." and then he proceeded to give him the Do Not Disturb card..... The situation was diffused and the customer got a huge kick out of it as he started laughing.
A lady came in and she had her radar set straight for the clearance. I asked her if she had shopped at the Mattress Firm before and she said no. She didnt seem interested in anything but a low low price or anything I had to say, so my reaction was "we do things different here at Mattress Firm, can I show you real quick the easyest and fastest way to find the perfect mattress for you?" She gave in and let me go through the CbC intro, she didnt have any problems with her current mattress, she was just moving to a queen from a full. She found out she was an Orange, I congratuated her and said we would R2D2 her to get a base reading. She really didnt want to do that, so I told her the 3 mattresses I recommended for the her needs. Initially she said she only wanted to spend $400. After we mapped her on the fresh water and the prominant, she chose the fresh water. We got to the desk to write up the ticket, and she asked how the quality of the Lotus would map different from the fresh water. The Lotus was more than she wanted to spent and price was the major objection she had the entire time. After her second thoughts, we went back over to the Lotus and Fresh water, mapped her on both, and she saw how the Lotus was a better quality mattress, with more durability and support and saw the value in it. She decided to go with the Lotus and we had a succesfull stepup!
This is brand new to CLT market....WATCH OUT
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