Absorb-Type Activity Create a Job Aid
Absorb-Type ActivityCreate a Job Aid
Getting To Know Your Customer: The Questioning Strategy
Menu Section I
◦ Lesson Overview Section 2
◦ Learning Objectives Section 3
◦ YouTube Video of a customer interaction
Section 4
◦ Device Comparison Activity Section 5
◦ Role Play
◦ Assessment Rubric
Getting To Know Your Customer: The Questioning
Strategy
Menu
Section 1 Overview
Section 2 Objectives
Section 3 YouTube Video
Section 4 Device Activity
Section 5 Role Plan/ Assessment
Getting To Know Your Customer: The Questioning Strategy
MenuGlossary
The purpose of this learning event is for the retail sales consultant to develop and demonstrate effective questioning strategies using open ended questions in order to determine the needs of the customer. Learners will create a phone comparison job aid that can be used on the sales floor while interacting with customers.
Section 1: Overview
Next
Getting To Know Your Customer: The Questioning Strategy
Menu Section I
◦ Lesson Overview Section 2
◦ Learning Objectives Section 3
◦ YouTube Video of a customer interaction
Section 4
◦ Device Comparison Activity Section 5
◦ Role Play
◦ Assessment Rubric
Getting To Know Your Customer: The Questioning
Strategy
Menu
Section 1 Overview
Section 2 Objectives
Section 3 YouTube Video
Section 4 Device Activity
Section 5 Role Plan/ Assessment
Getting To Know Your Customer: The Questioning Strategy
MenuGlossary
Section 2: Objective
Asking good open ended questions to understand your customers’ needs is only one step in the sales process. Understanding our device line up and device features will allow you to offer the perfect solution for your customers. Your customers will expect you to be the expert.
Next
Getting To Know Your Customer: The Questioning Strategy
Menu Section I
◦ Lesson Overview Section 2
◦ Learning Objectives Section 3
◦ YouTube Video of a customer interaction
Section 4
◦ Device Comparison Activity Section 5
◦ Role Play
◦ Assessment Rubric
Getting To Know Your Customer: The Questioning
Strategy
Menu
Section 1 Overview
Section 2 Objectives
Section 3 YouTube Video
Section 4 Device Activity
Section 5 Role Plan/ Assessment
Getting To Know Your Customer: The Questioning Strategy
MenuGlossary
Section 3: YouTube Video
Next
Getting To Know Your Customer: The Questioning Strategy
Menu Section I
◦ Lesson Overview Section 2
◦ Learning Objectives Section 3
◦ YouTube Video of a customer interaction
Section 4
◦ Device Comparison Activity Section 5
◦ Role Play
◦ Assessment Rubric
Getting To Know Your Customer: The Questioning
Strategy
Menu
Section 1 Overview
Section 2 Objectives
Section 3 YouTube Video
Section 4 Device Activity
Section 5 Role Plan/ Assessment
Getting To Know Your Customer: The Questioning Strategy
MenuGlossary
Section 4: Device Activity
Asking good open ended questions to understand your customers’ needs is only one step in the sales process. Understanding our device line up and device features will allow you to offer the perfect solution for your customers. Your customers will expect you to be the expert.
In the next activity you will become familiar with:
1. The Sales Portal
2. Learn how to research some of the most commonly asked for features for Blackberry and other devices and,
3. Build a job aid that you can use on the sales floor.
Click Next to get started.
Next
Blackberry Curve
Blackberry Pearl
Blackberry 9000
Blackberry 9700
Bluetooth
HTML Brower
Camera
Quad Band (850/800/1900/2100)Syncs w/iTunesVisual Voice Mail CapableWi-Fi
Activity Access the Sales Portal at
http://aws.sales.portal.com/equipment Log in using your Sales Portal login and
password. Click on Equipment Click on RIM under Manufacturer Select the devices listed in the table Click on Compare. Place a “Y” for yes in the box if the
feature is present or “N” for no in the box if the feature is not present.
Click on Submit to check your answers
Submit
Results
Blackberry Curve
Blackberry Pearl
Blackberry 9000
Blackberry 9700
Bluetooth Y Y Y Y
HTML Brower Y N N Y
Camera Y Y Y Y
Quad Band(850/800/1900/2100)
N N N Y
Syncs w/iTunes
Y Y N N
Visual Voice Mail Capable
Y Y N N
Wi-Fi Y Y Y Y
Oops! What happened? There are features that you need to research again.
Please return to the sales portal and check the features and correct your answers.
Click Submit when finished.
Submit
Congratulations!Blackberry Curve
Blackberry Pearl
Blackberry 9000
Blackberry 9700
Bluetooth Y Y Y Y
HTML Brower Y N N Y
Camera Y Y Y Y
Quad Band(850/800/1900/2100)
N Y N Y
Syncs w/iTunes
Y Y N N
Visual Voice Mail Capable
Y Y N N
Wi-Fi Y Y Y N
You now have a job aid that can be used while you are working with your customers. Over time you will become the expert on these devices.
Click Print to print this job aid.
Click Next to move to the next lesson.
Exit
Getting To Know Your Customer: The Questioning Strategy
Menu Section I
◦ Lesson Overview Section 2
◦ Learning Objectives Section 3
◦ YouTube Video of a customer interaction
Section 4
◦ Device Comparison Activity Section 5
◦ Role Play
◦ Assessment Rubric
Getting To Know Your Customer: The Questioning
Strategy
Menu
Section 1 Overview
Section 2 Objectives
Section 3 YouTube Video
Section 4 Device Activity
Section 5 Role Plan/ Assessment
Getting To Know Your Customer: The Questioning Strategy
MenuGlossary
Section 5: Role Play /AssessmentAction Executed all Expected
Behaviors (2) Executed Some of the
Expected Behaviors (1) Executed None of the
Expected Behaviors (0) Score
Demonstrated execution of the Sales interaction
All of the steps of the salesinteraction were exhibited
All elements of a complete solution were discussed
At least two devices were placed in the customer’s hands and demonstrated Seller promoted an open‐ended dialogue with the customer that was conversational and engaging
Only one step of the sales interaction was not exhibited properly
Some of the elements of a complete solution were discussed
Only one device was placed in the customer’s hands and demonstrated Seller asked some open‐ended questions but did not seem to be listening to the customer’s needs
Two or more steps of the sales interaction were not exhibited properly
Not all components of a complete solution were discussed Devices were not placed in the customer’s hands and no demonstration was offered
Seller asked closed ended ‐questions and seemed to be very transactional during the entire sales experience
Demonstrated evidence of product knowledge
Specific product recommendation was made based on customer needs
“General” product was recommended
No product was recommended
TOTAL SCORE (out of 5) Acceptable = 90% (4.0 out of 5)Scores <90 % suggest coaching in specific areas
Exit
Getting To Know Your Customer: The Questioning Strategy
Menu Section I
◦ Lesson Overview Section 2
◦ Learning Objectives Section 3
◦ YouTube Video of a customer interaction
Section 4
◦ Device Comparison Activity Section 5
◦ Role Play
◦ Assessment Rubric
Getting To Know Your Customer: The Questioning
Strategy
Menu
Section 1 Overview
Section 2 Objectives
Section 3 YouTube Video
Section 4 Device Activity
Section 5 Role Plan/ Assessment
Getting To Know Your Customer: The Questioning Strategy
MenuGlossary