OK20 Apr 2009 23:50
The first 3 questions you are supposed to greet customers with are: 1/ Hi - what brings you into the store today? 2/ Are you a PC Performance customer? 3/ Are you intending to pay by cash or credit today? These are not the exact words but I never use them, because ....
1/ Its an okay greet but it usually encorages a defensive answer (just to browse) 2/ This will bring either a surprised look, bordering on "are you mad? Usually you just get a NO! (remember this bit as its important later. 3/ Bearing in mind the last 2 possible negatives this one is just pure irritation the the customer, and once again its often replied defensively, unless they actually are coming in for credit, then its often asking if there is interest free available, now staff are saying NO!
One of the cornerstones of fives is mood matching and staying away from negative answers (yes, Yes, YES!!!) (both good ideas, no critisism on this part) However the second two answers often bring NO's so its contradictory to start with! A ridiculous start to a customer greeting!
Fives addresses customer handling, sales, and how to get the customer out the door with maximum attachments, and is Nothing, Zilch, bugger all, zero, about product training. i have not had one product training day whilst working there! However to proove a point the most sucessful money earners know the least, and wouldn't know a good processor if it came at em snarling! Yet they sell the best! Not a good long term policy methinks!