SMART Steps to MEET & GREET (40 minutes In-store Training Programme) SMART Steps to MEET & GREET Customer Service– the HMR Way STEP 5 – SELLING THE PRODUCT The Smart Shopper’s Surplus Depot

Objectives Identify “Open” and “Closed” questions Identify effective questioning techniques Demonstrate effective questioning techniques

Open Questions Begin With Key Questioning Words- What are they? When What Where Why Who How

What type of generator do you need? Where will it be used? Examples of Open Questions What kind of computer do you need? Who are the intended user/s? What office applications would you want to install? Why do you prefer Dell? How may I help you? What type of generator do you need? Where will it be used? Why do you prefer generator this brand over the other? When do you need the quotation/ proposal?

Why is it Important to Communicate Effectively With Our Customers? Demonstrates a positive attitude Ensures we understand the customers needs Builds customer loyalty Builds customer trust Builds your self-confidence Builds and motivates team spirit by supporting colleagues

Why ARE Open Questions Effective When Serving Customers? They help you establish the customer needs more effectively You gain more information about the customer’s requirements You are able to assist the customer more effectively You are more likely to make the sale

To help the customer decide on their selection When Do We Ask A Closed Question? To close the sale To help the customer decide on their selection To check your own understanding

Review Objectives Identify “Open” and “Closed” questions Identify effective questioning techniques Demonstrate effective questioning techniques

Use Questions to increase sales ….  How will you implement this Step to improve communication with your customers? Use Questions to increase sales …. 

For Trainer Only

Trainer’s Notes : Time 1 min. Trainer’s Notes : Time 2 mins. Slide 1 Trainer’s Notes : Time 1 min. Welcome colleagues. Ensure that all colleagues are ready to start the session. Every session must be full of energy and highly motivational to encourage colleagues to improve their performance. Trainer’s Notes : Time 2 mins. Today we are going to look at Questioning Techniques At the end of the session you will be able to: Identify open and closed questions Identify effective questioning techniques Demonstrate effective questioning techniques Successful sales colleagues all have one thing in common- They question effectively which enables them to clinch sales by encouraging customers to buy. This session aims to help you become more confident in your approach by showing you how to communicate and question effectively. Slide 2

Trainer’s Notes : Time 4 mins. Why is it important to communicate effectively with our customers? Ask the question, discuss answers and summarize Answers should include: Demonstrates a positive attitude Ensures we understand the customers needs Builds customer loyalty Builds customer trust Builds and motivates team spirit by supporting colleagues Discuss each point to ensure understanding Slide 3 Trainer’s Notes (Time 4 mins.) Questioning Techniques Ask We discussed open and closed questions in step 2 What is the difference between open and closed questions? Explain A closed question can be answered with one word usually yes or no. An open question needs to have more discussion and can be elaborated on. Give me examples of closed questions Answers should include “Can I help you” ? Yes or No “Do you like red? Yes or No Open questions begin with key questioning words What are they: What, When, Where Who, Why and How Slide 4

Ask why open questions are effective Discuss answers and summarize Trainer’s Notes : Time 5 mins. Ask for examples of open questions. Involve the full team. Discuss answers to include: What kind of computer do you need? Who are the intended user/s? What office applications would you want to install? Why do you prefer Dell? How may I help you? What type of generator do you need? Where will it be used? Why do you prefer generator this brand over the other? When do you need the quotation/ proposal? Slide 5 Trainer’s Notes : Time 5 mins. Ask why open questions are effective Discuss answers and summarize Answers should include They help you establish the customer’s needs more effectively You gain more information about their requirements You are able to assist the customer more effectively You are more likely to make the sale . Slide 6

Ask the question, discuss answers and summarize Trainer’s Notes : Time 2 mins. Ask the question, discuss answers and summarize When do we ask a closed question? Answers to include To finalize a sale To help the customer to decide To check your own understanding Slide 7 EXERCISE 10 mins Split the group into pairs-one as the customer, one as the sales associate. Customer to think of a situation when they may need Computer/ Generator/ Bathroom Fixtures/Sofa/ Sales colleague establishes customer needs and helps them to buy, using open questions Each person to take a turn at being the customer and the sales colleague and to use as many questions as possible Select one or two to present their role plays to the main group.

How Can colleagues be more effective? Trainer’s Notes : Time 5 mins. Review objectives What was difficult? What was easy? How Can colleagues be more effective? Why is effective communication important? What is the difference between open and closed questions? Give me some examples of open questions When would you use closed questions? Slide 8 Slide 9 Trainer’s Notes : Time 2 mins. Who among you would be able to maximize sales by applying this Step? Insert into the note section of your Workbook any sales you achieved this week using these techniques Close the session and thank everyone.