102 lines
2.1 KiB
Markdown
102 lines
2.1 KiB
Markdown
# Questions to ask people
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- Trade / Business Account?
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- Colleague?
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- Prioritise person over phone, dont ask "what phone do you have" as first question.
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# Tesco Families
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Roshni - Single, Cohabitance, Work, Middle (Class)
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- Social schedule 10 activities per week, social
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- Health wellness
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- Phone 24/7
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- Sustainable conscious group
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- Shop often
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Wicks - Schoolkids / Teen, Strict Budget
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- Protect for kids
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- Balanced family life constrained budget
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- Clubcard deals, family perks, safety buffer
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- Free time not large
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- DFW
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- Large weekly shops
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- Teck savvy, social media
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- Trusting of brands
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Mayers - Affluent wicks
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- Busy and stretched
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- Kids come first
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- Efficient routine shoppers, shortcuts
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- Tech helps
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Carol - Families, older kids
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- Simple pleasures
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- Financially constrained, deals, offers
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- Family values and community
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- Comfortable with tech
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- Wait until necessary to replace
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Dawn - Rich retired, working adults
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- More time and money
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- Concerted effort for health
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- Supports kids, key role in family
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- Pleasure in top quality, pays the best for gadgets.
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# Understanding Customers
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- Who are our customers
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- Family composition
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- Buying on behalf of someone else?
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- Buying for young kids, insurance?
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- Who are they
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- Do you really know them
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- What is their relationship
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- Loyal to tesco
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- Returning customer
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- New to tesco mobile
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- Why do they shop
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- Sales
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- Support
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- Researcher
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# Consistent Conversations
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1. Genuine and Transparent
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2. Listen Actively and Empathetic
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3. Focus on building relationships
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1. Smile
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2. Authentic
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3. Body Language
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4. Eye Contact
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5. Introduce yourself
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4. Provide Value and Solve Problems
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# Pre-Welcome
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Looking around, eye contact
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Looking at phones rather than colleagues
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On their phones outside the shop
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Presentable store and colleagues
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Leaflets and POS
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Eye contact, first impressions, footfall
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Visibility
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Engagement
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# Welcome
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Warm Welcome
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Understand Needs
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# What you See
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Clothing
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Uniform
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Handset & Accessories
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Sports Watch
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Shopping Basket
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Family
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# What you hear
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Most needed apps
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Hobbies
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Family
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Travel
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Personal / Business
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Pets
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# Network Switch-Off
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Get people on new 4G handsets, 2G unreliable to recommend. |