vault backup: 2025-01-30 09:27:31
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George Wilkinson
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CWC 3 - Fit for Trade.md
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CWC 3 - Fit for Trade.md
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Know how you can make a positive impact
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Be legally compliant
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Understand Walk out Happy
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Know why customers return
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# Customer Interaction
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Welcome your customer
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Get to know your customer
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Package building
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Ask for the business…
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Assumptive Close: "Help yourself to a seat and I will get the phone for you?"
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Direct Close: "Would you like to do that today?"
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Alternative Close: "For the final decision, which colour would you like?"
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## Objections
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"I don't have the money right now" - Hand leaflet
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"I want to have a think about it" - Hand leaflet
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"That's a bit much"
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Out of stock, don't want DFW
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Previous deals more appealing
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Not the account holder
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No Bank Card
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No transfers
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Don't want to pay first month / ETC - Show calculations that they pay the same price no matter what, and tell them about 14 day cancellation. Tell about rollover data. Until next billing cycle, extra 8GB data.
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Previous deal more appealing - Hand leaflet and ask if they are interested in other deals, if interested in nothing, just advise to wait until next month and show date.
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Not happy about transferring - Explain how to transfer, have you got any family members that could help.
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Researching other prices - Frozen CC deals, no price increases, family discount, anytime upgrade, protect. Ask what benefits other companies give, ask about the deal they have found.
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Don't want DFW - Check stock in other stores. Can change date.
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Want to think about it - Urgency, deal only on for x days.
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### Core of the Objection
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- Be curious - ask questions
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- Ask open questions
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- Show empathy
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- Respond
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# Compliant Sales
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- Must Informs
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- Always lock screen when walking away
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- Do not turn screen unless necessary
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- Can't leave store without phone. GDPR.
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## Regulatory Bodies
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### FCA
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- Financial Conduct Authority.
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- Regulates financial services industry.
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- Make sure financial markets are fair to customers.
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### Ofcom
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- Office of Communications.
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- Make sure people get the best from broadband and cell.
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- Regulates radio and transmission.
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### ICO
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- Information Commissioners Office.
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- Promoting good practice in handling personal data.
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- Gives advice and guidance on data protection.
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## Compliance Support
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- Compliance Hub on SharePoint
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- Contains every single point relating to regulatory and compliance, audit, job aid, legal support, clear-down, etc.
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# Walk out Happy
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- Teaching rather than doing
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- SmartSwitch > Public WiFi unsafe, banking.
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- TM App
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- Improve NPS
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- App Activations
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- More time with all customers
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- Reduce unnecessary contact and visits
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---
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- Acknowledge
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- Assess
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- Delegate / Multitask
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- Set Expectations Early
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- Support Tools
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- TM App
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- Online Account
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- Device Helps
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- WebChat & Customer Care
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- SMS Support
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## Set up Customers
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Turn on WiFi calling & VoLTE
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Tesco Mobile App
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Tesco Grocery & Clubcard
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Efficiency
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### Do
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Find out what they need help with.
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Open questions.
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Clear expectations.
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Reassure customers.
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Send links.
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Install TM SIM.
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Guide Customer.
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Encourage to contact manufacturer.
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### Don't
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Set up phones and devices connected to other networks.
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Ask closed questions.
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Contact another network.
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Take the phone out of the customer's line of sight.
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Set up banking, socials, 3rd party apps.
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In-depth tutorials.
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Download additional apps.
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Reset any accounts.
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Perform software updates.
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Factory reset customer's phone.
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# Returning Customers
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Sales IS more important than service. Service will bring people through the door, but 50 served with 0 sales < 5 served with 5 sales.
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Mediocre / Good NPS in exchange for more sales is unfortunately a good thing.
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Why do customers return to your store?
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- CCP, satisfied with pricing.
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- Communications sent to them.
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- Happy with customer service.
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- Personal rapport.
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- Physical stores, can see phones and reps.
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- Consistent colleagues, customer knows what they're going to get.
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# Growth vs Fixed Mindset
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