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G4G0-2/CWC 2 - Warm Welcome.md
George Wilkinson 8bc99d0497 vault backup: 2025-01-30 09:27:31
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Questions to ask people

  • Trade / Business Account?
  • Colleague?
  • Prioritise person over phone, dont ask "what phone do you have" as first question.

Tesco Families

Roshni - Single, Cohabitance, Work, Middle (Class)

  • Social schedule 10 activities per week, social
  • Health wellness
  • Phone 24/7
  • Sustainable conscious group
  • Shop often Wicks - Schoolkids / Teen, Strict Budget
    • Protect for kids
  • Balanced family life constrained budget
    • Clubcard deals, family perks, safety buffer
  • Free time not large
    • DFW
  • Large weekly shops
  • Teck savvy, social media
  • Trusting of brands Mayers - Affluent wicks
  • Busy and stretched
  • Kids come first
  • Efficient routine shoppers, shortcuts
  • Tech helps Carol - Families, older kids
  • Simple pleasures
  • Financially constrained, deals, offers
  • Family values and community
  • Comfortable with tech
  • Wait until necessary to replace Dawn - Rich retired, working adults
  • More time and money
  • Concerted effort for health
  • Supports kids, key role in family
  • Pleasure in top quality, pays the best for gadgets.

Understanding Customers

  • Who are our customers
    • Family composition
      • Buying on behalf of someone else?
      • Buying for young kids, insurance?
    • Who are they
    • Do you really know them
  • What is their relationship
    • Loyal to tesco
    • Returning customer
    • New to tesco mobile
  • Why do they shop
    • Sales
    • Support
    • Researcher

Consistent Conversations

  1. Genuine and Transparent
  2. Listen Actively and Empathetic
  3. Focus on building relationships
    1. Smile
    2. Authentic
    3. Body Language
    4. Eye Contact
    5. Introduce yourself
  4. Provide Value and Solve Problems

Pre-Welcome

Looking around, eye contact Looking at phones rather than colleagues On their phones outside the shop Presentable store and colleagues Leaflets and POS Eye contact, first impressions, footfall

Visibility Engagement

Welcome

Warm Welcome Understand Needs

What you See

Clothing Uniform Handset & Accessories Sports Watch Shopping Basket Family

What you hear

Most needed apps Hobbies Family Travel Personal / Business Pets

Network Switch-Off

Get people on new 4G handsets, 2G unreliable to recommend.