Virtual workplace experience chapter 3.1

Choose an item that you have with you today clothing. shoes, jewelry. backpack. purse, etc; you'll use this item throughout the exercise. Write down your selected item: Write down 35 features of the product using the first column of the table. Then write the advantages that you feel each product delivers from your perspective under the Benefits column. Finally, if time permits. write a few sentences explaining why this is a good purchase for you based on features and corresponding benefits. Be ready to deliver your thoughts to your class. Features Benefits Can be touched. tasted. seen. smelled, Advantages that rriakc: the product a g elitis'or heard choice for the customer (you. il'l this ca 3'20I9 NRF FOUNDATION ALL RIGHTS RESERVED. _______.J . such as batteries. or I em purchase. They can be operational necessities, tomer. Crossselling should not be saved for the a better or more complete experience for the cus end of the interaction. Instead. it works best as a part of the conversation where it makes sense and can benefit the customer as well as the retailer. For example: - "This coffee maker is a great choice. Do you have filters and coffee? i can show you where those items are." r "This yoga outfit is great; your sister will love it. We have a yoga bundle on sale this week with a mat. bag and water bottle for $45. if you'd like to take a look." - "Thank you for ordering these deli fruit and cheese trays; they look beautiful! What other food items or paper products can i help you find? Upselllng occurs when there is an extra value to be explained. or when a customer has shared information. perhaps new information that you uncovered as you asked more questions. about a benefit that they desire that is not included in the features of the product they are currently considering. In this case. it's necessary to explain the situation and describe products that meet this need. even though they are likely to be more expensive. For example: \"Would you like that as a meal? You can get fries or a salad, plus a medium drink. for an extra $2.00." - "When you were describing how you were going to use the laptop. 463 was enough memory. ' but if your son will use it for gaming. you'll want to get at least 8 gigs of RAM." - "Yes! i can absolutely show you only our top-of-the-llne noise-cancellng headphones." Have an authentic conversation with the customer; remember. don't be pushy or assume that thelr needs and wants are the same as yours. Do your best to offer them a solution that both meets their needs and offers other products and services that can complement their purchase and enhance their experience. -- Add-on Services Sometimes add-on services are available for specific product purchases. These might include payment options, product modifications, ways that customers can protect their purchases and other services. The list below provides details about some of these services; it is not all-inclusive. Service Description Warranty A guarantee issued to the purchaser by the product manufacturer promising to repair or replace the item for a specific period of time, if necessary. When a warranty is offered, it is included in the original purchase price. Customers may have the opportunity to lengthen the time that a warranty Extended Warranty is in effect by purchasing an extension. This is common for appliance, or Service Plan electronics and furniture purchases, for example. When a product has a warranty or extended warranty option, explain this early in the conversation. 'This chair comes with a manufacturer's one-year warranty and fabric protection service and qualifies for our store's extended warranty, which we'll discuss in detail later." When providing the details, explain the length and terms of the plan, how and where to obtain service, documentation needed, limitations, exceptions and other plan specifics. Credit Credit is offered to customers in two ways: installment financing and revolving credit. Some retailers offer in-house financing for large purchases through an internal lending business or a third-party provider. They loan customers money to buy the product as a part of the sale to simplify the process for the customer. Borrowers typically pay the retailer in monthly installments. "If you are interested in financing this purchase, we have a special offer for six months interest-free right now." The second option is revolving credit. The card may be specific to the retailer or a partnership between the retailer and a major credit card. If your company has a revolving credit card, you will likely be expected to encourage customers to apply for one, particularly because it is often connected to company loyalty programs "If you would like to apply for our credit card today, you'll receive 10% off of your total purchase." When offering credit or financing to consumers, be sure to provide accurate and comprehensive information about the program and keep their sensitive data confidential.20-24.pdf Service Description Layaway A service that allows customers to make a deposit on merchandise and then pay for it over time. The merchandise stays at the retail location until it is completely paid off. Retailers may charge customers a fee for this service. Layaway offers customers an option to budget and pay for purchases, such as holiday gifts, over a longer period of time. Some retailers that offer layaway service include Marshalls, TJ Maxx and Walmart. Alterations Modifications to products that help them best meet the needs of customers. For example, clothing items, may require tailoring such as hemming for best fit or curtains may need to be altered to fit a specific space. Tell customers about alteration services including appointment scheduling and process, costs and time for completing the service. "Jack is available to help you right now if you have time for a fitting. He only needs about 5-10 minutes to place pins in the appropriate places. We can have these pants shortened and ready for you by tomorrow at 5:00 PM." Most items that have been altered are not allowed to be returned. Delivery and Retailers may deliver and/or install or assemble products either free of Installation charge or at a cost. It's very important to know the specifics of your company's program if you are working with merchandise that qualifies and to review it carefully with customers. Of course, almost anything can be delivered directly to your home via online shopping. Offering Add-On Services Some customers don't purchase add-on services, but many do. When an employee offers these services, but the customer isn't interested, after a while it can be tempting to just not offer them at all in order to avoid rejection. Don't assume that: The customer can't afford it. The customer won't see the value. The purchase is too small to buy an optional service. Every customer interaction is a new opportunity to provide the most complete solution and quality experience possible. Be confident in your ability to present all of the available options and then let the customer decide.Personalizing Service to Meet Customer Needs . Through your initial connection. conversation with the customer and observations, you have gathered ' ' - ' they are what they want or need and Important Information. their name, the type of shopper . ' , . ' . the features and benefits that are important to them. Next. it s time to tailor the serVIce eXperIence to best t the needs of each customer. Consider the following: - Explain features as benefits. . ' - Appeal to their senses; demonstrate the product, if posstble. - Share product stories and reviews. - Offer options and alternatives. Explaining features as benefits i Specific product and service features are standard. For example: . - The LEGO DUPLO All-in-One-Boxof-Fun. (LEGOs) item 10572, will contain the same features whether it is purchased through LEGO or any other retailer. - A single car. even though there are multiple configurations of a model, still has defined _ featuresautomatic or standard transmission, four-cylinder or V6, red or blue exterior paint, etc. Features alone are often not enough reason for a customer to buy; there must also be benefits that meet their needs. However. the benefits. or why the product is an advantage for each customer. may be different. The customer thinks about how the purchase solves a problem or enhances their life. For example, consider the LEGO DUPLO All-in-One-Box-of-Fun: Features Benefits 65 Individual pieces: LEGO DUPLO bricks. house, wagon with wheels, 2 opening window elemerits. 1 child figure. 1 dog gure, storage case. - The option to build and rebuild keeps the child busy. - Pieces compatible with all other DUPLO sets. - Storage case simplifies keeplng pieces together. Identies the targeted audience: Packaging identifies that the item is suitable for preschool girls and boys aged 1V: to 5 years. - Helps determine if product is age-appropriate. Skill development and learning orientation: Numbered. colored bricks with corresponding decorated bricks. - Assists child in learning to count. - Helps the child learn colors. - Encourages imagination and creativity. -_._*