SAVVY OBSERVANT
- Consultative Selling - Coaching Your Team to Improve Customer Loyalty While Achieving Sales Goals!
Role-Playing Exercises
Directions
Ask the team to split into groups of 3 or 4.
Two will act as customers, and one will act as the employee.
The manager will provide coaching at the end of the role-play.
A potential customer walks into your store with a specific item they wish to purchase, but unfortunately, you are currently out of stock. What would be your next course of action to ensure a positive experience for the customer?
A customer who has been using your services for a while now introduces a friend who is interested in signing up as well. As a company representative, how should you handle this type of customer referral?
You observe a member of your team attempting to convey the features and benefits of a new product to a customer; you notice they seem to struggle. In this situation, what steps would you take to assist or support your team member?
As you prepare to wrap up for the day, you notice a customer slowly making their way toward the entrance of your establishment. They are glancing at the time and checking their watch frequently. Considering this, what would be the most appropriate action for you to take?
As a Phone Center Representative, you have been told that you are taking too long with your customers and that your "Average Handle Time" is high. How do you make effective consultative referrals while keeping your (AHT) in check?
You had promised a customer to follow up on their request but later found out that you have a vacation already planned. You are accountable for fulfilling your promise and do not want to disappoint the customer. What actions can you take to keep your commitment?
When a loyal customer has already purchased many of your products, what strategies can you implement to continue driving sales and uncovering additional opportunities?
You are working in a customer service role, and you come across a customer who has given you a poor rating on the company survey. As a result, you want to ensure you can improve their experience and change their perception of your service. What steps would you take to ensure this customer's future survey responses are positive?
