1. THE TOTAL CUSTOMER EXPERIENC E

2. Welcome!Welcome! Reality of the Situation.Reality of the Situation. What is TCE?What is TCE? Benefits of the TCE.Benefits of the TCE. –Application to the Store. Role-play & Interactive Conversations.Role-play & Interactive Conversations. Review & Next Steps.Review & Next Steps. Feedback Session.Feedback Session.

3. Most customers are satisfied with their purchases.Most customers are satisfied with their purchases. –Do they have the complete solution? Protection Plans, Services, etc.Protection Plans, Services, etc. Accessories / Supplemental Items.Accessories / Supplemental Items. Enormous Opportunity for Growth.Enormous Opportunity for Growth. –Simple steps to success. –No radical changes. Application of TRUST & EPIC.Application of TRUST & EPIC.

4. Show awareness of opportunities for growth.Show awareness of opportunities for growth. –Everyone benefits! Customers, Associates, & Shareholders.Customers, Associates, & Shareholders. Be proficient and knowledgeable in ways to better help our customers.Be proficient and knowledgeable in ways to better help our customers. Application of on-going TRUST training and strategic shift from Care+.Application of on-going TRUST training and strategic shift from Care+.

5. Customer Feedback.Customer Feedback. –Incomplete solution. –Unhappy shopping experience. Associate Feedback.Associate Feedback. –Unaware of the benefits of doing this. –Not sure how to help the customer outside of normal practices. Key Focus Point.Key Focus Point. –An easy & successful way to sustain Blue Crew Bucks quarter after quarter.

6. A practice to provide customers an opportunity to purchase more than just the ‘box.’A practice to provide customers an opportunity to purchase more than just the ‘box.’ A skill that can be easily obtained without learning a new system.A skill that can be easily obtained without learning a new system. Benefits everyone involved.Benefits everyone involved. One of the core goals of TRUST.One of the core goals of TRUST. –(Understand Needs / Solve Together)

7. Scenario #1 - Computer SaleScenario #1 - Computer Sale –Customer looking for a basic laptop for their needs. –Want to keep in touch with friends & family. –May do word processing, spreadsheets, etc. in the future. –Has 2 computers at home already. –Has kids in the home (ages 4 & 7). –Travels frequently.

8. What are some of the additional benefits that a customer can receive from Best Buy that would suit the needs stated?What are some of the additional benefits that a customer can receive from Best Buy that would suit the needs stated?

9. Laptop Computer Sale:$500.00Laptop Computer Sale:$500.00 –Laptop Bag / Carrying Case:$49.99 –Geek Squad ADH Coverage:$229.99 –Microsoft Office Home/Student:$129.99 –Ask An Agent / Antivirus – 1 yr.:$39.98 –Headset for Conversations:$39.99 Other Items of Interest:Other Items of Interest: –Blank Media (CD/DVD) –Thumb Drives –Mobile Broadband Cards

10. Scenario #2 - AppliancesScenario #2 - Appliances –Customer looking to remodel their pantry and needs a new washer & drier. –They have several people in the home and use them very frequently. –Thinking about replacing other small electrics as well.

11. What are some of the additional benefits that a customer can receive from Best Buy that would suit the needs stated?What are some of the additional benefits that a customer can receive from Best Buy that would suit the needs stated?

12. Washer / Dryer Combo: $700.00Washer / Dryer Combo: $700.00 –Geek Squad Black Tie Protection:$200.00 –Necessary hook-ups (if applicable):$60.00 –Extra Set of Towels: $40.00 –Laundry Detergent:$30.00 Other Items of Interest:Other Items of Interest: –New Coffee Maker, Blender, Slow Cooker. –Other Small Electrics. –Setup & Delivery Services.

13. Scenario #3 – Home TheaterScenario #3 – Home Theater –Customer is an avid hockey fan. –Wants to create a Home Entertainment System in their finished basement. –Loves watching movies. –Busy schedule – no time to set it up. –Low on cash but wants it really bad! –What would you do?

14. What are some of the additional benefits that a customer can receive from Best Buy that would suit the needs stated?What are some of the additional benefits that a customer can receive from Best Buy that would suit the needs stated?

15. 50” Big Screen TV: $1299.9950” Big Screen TV: $1299.99 –Geek Squad Black Tie Protection:$299.00 –Necessary Cables / Power Surge:$200.00 –Sony Bravia 1000W System:$299.99 –Installation & Setup Included in Example. –Best Buy Credit Card Application / BB MasterCard Consideration to help with Payments. Other Items of Interest:Other Items of Interest: –DVD’s of his favorite movies. –Blu-Ray Player / TIVO Receiver.

16. Complete Solutions Are Better!Complete Solutions Are Better! –Customer get everything they need. Power of Word-of-Mouth Advertising.Power of Word-of-Mouth Advertising. –Builds TRUST with you & Best Buy. –Generates additional revenues… More hours for associates.More hours for associates. Blue Crew Bucks!Blue Crew Bucks! The right thing to do.The right thing to do.

17. ScenarioBase ProductAdditional Items Computer Sale$500.00$498.98 Appliance Sale$700.00$330.00 Home Theater$1299.99$799.98 Totals$2499.99$1628.96

18. Not a way to push unnecessary services, products, or items onto our customers.Not a way to push unnecessary services, products, or items onto our customers. –Defeats the purpose of TRUST & EPIC. Results in lost revenues, unhappy customers, etc.Results in lost revenues, unhappy customers, etc.

19. Observations by Supervisors & Management.Observations by Supervisors & Management. –Help close gaps and offer feedback to help you become a better associate. –One-on-One feedback. Review training in 4 weeks.Review training in 4 weeks. –Review of skills, wins, & challenges. –Certification in TCE.