1. Customer Engagement: iPad Training Workbook Scott Sesser, M.A., Seattle Pacific University, 2015

2. iPad Practice #1! Sticker Slot!Your order:.5 steps: Use search bar Click on item and identify price with and without Balance Rewards Card Choose quantity and click “Add to Cart” button Keep shopping or Proceed to Checkout Get Customer’s email address to email them confirmation of their order 2

3. iPad Practice #2! Sticker Slot!Your order:.5 steps: Use search bar Click on item and identify price with and without Balance Rewards Card ??? Keep shopping or Proceed to Checkout Get Customer’s email address to email them confirmation of their order 3

4. iPad Practice #3! Sticker Slot!Your order:.5 steps: Use search bar ??? Get Customer’s email address to email them confirmation of their order 4

5. Cooperative Customers SMART Goal:.  Employee Behaviors:  Positive and Professional  Problem Solving (steps and resources)  Let me check the AS400  Let me grab a Telzon and I’ll be right back  Let me double check with the manager about that  Ask for customer’s email  3 “End of Transaction” phrases  Thank you for purchasing with us. The front cashier will check you out  I’m sorry we couldn’t find the right product. Is there anything else I can help you with?  Well, I’ll be around if you have any questions.  Customer Behaviors:  Cues: wondering or asking for help  Concerned about technology  Concerned about product 5

6. Uncooperative Customers 3 Types: Uncertain: people who are having a hard time deciding what they want. Rude: customers that are unkind, crude, demeaning, and so on. “Walgreens.com?”: A customer who decides its easier for them to just use the website at home YOUR response behavior: Uncertain: Does this product look right? Can you tell me what you are looking for? I’ll be around. You take some time and think about what you need and I’ll check in later okay? Rude: Ignore the rudeness Problem-solving “Wagreens.com?” Yes! Feel free to use it at home if you like! ALWAYS: Kind and Professional Proactively try to customer’s solve problems 6

7. Uncooperative Customers  ALWAYS:  Kind and Professional  Proactively try to customer’s solve problems  YOUR response behavior:  Uncertain:  Rude:  “Wagreens.com?” 7

8. Real Customers, Real Practice! Partner Behaviors:  Approached Customer  Said the opening lines  Reaction to customer:  Uncertain  Rude  “Walgreens.com?”  Appeared to use iPad functions with minimal hesitation  Explained online order process slowly and carefully to customer  Asked for email  Ended conversation professionally with Branded Salutation  Overall Pleasant Manner  Overall Professional Manner Customer Behaviors: (Check all that applied)  A: Pleasant  A: Excited  B: Unsure  B: Confused  C: Rude  C: Irritated 8

9. Final Debrief Tasks: Write out all 5 steps of using iPad Write 3 End of Transaction responses Set 3 goals for the next few weeks 9

10. Notes. 10