1 / 13

Making Better Decisions

Making Better Decisions. By Frank Csanadi Jr. Overview. Topic: Educational exercise to train participants that include: Key elements Proper techniques to Good decision-making for customers Working together

lou
Télécharger la présentation

Making Better Decisions

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Making Better Decisions By Frank Csanadi Jr.

  2. Overview • Topic: Educational exercise to train participants that include: • Key elements • Proper techniques toGood decision-making for customers • Working together • Making good decisions will lead to a better customer interaction and it will also improve your teamwork.

  3. Introduction • In the first few slides there will be different customer interactions • For example • Associate: Hello How are you today, I see you are looking at computers anything I can help you with? • Customer: Oh hey how are you. Ummm, yes I could use some help deciding what computer to get my son for his graduation. • By identifying a customer wants needs you will always know what is the best choice for the customer.

  4. Employee’s turn • After the employee watches the initial scenario, it is their turn to choose the correct sequence of interaction for a few customers. • Once the Employee successfully determines all of the customer’s needs they can move onto the next. • Each successful choice earns them points which they can use to buy hints for the next scenarios.

  5. Example of interaction • Customer: I am looking for a computer for my son and for their graduation presents. Select the best choice • Choices • A) Oh here is a nice computer for your son it’s a little on the expensive side but it’s a good computer • B) What type of work is your son looking to do with the computer

  6. Continued • Customer: Oh he needs it to do some word processing and email. • By identifying what job the computer is to serve for the customer you have opened up a line of communication now and are able to better serve the customer. • Choices • A) Oh here is a nice computer for your son it’s a little on the expensive side but it’s a good computer • B) What type of work is your son looking to do with the computer

  7. Continued By having the right information you have created a great interaction and the customer doesn’t feel pressured into buying something that is too expensive for their needs. • Customer: Oh yea that will be perfect for him, I will take it.

  8. Part 2 Employee interactions • Now taking into consideration what customers need, you also have to take into account what your fellow co-workers need and are feeling. After all you need each other to be successful and increase overall performance

  9. Scenario • Employee A: Hey how are you doing today man • Employee B: Doing good just trying to keep up with information for the sale. • Employee A: Why are you such a suck up for the boss. He doesn’t care about us. • This is in some cases how employees can get. If they are close. Not that being close in your workplace is a bad thing you just have to know how to control what you say and act professionally

  10. Continued • Employee A: Hey how are you doing today man • Employee B: Doing good just trying to keep up with information for the sale. • Employee A: Why are you such a suck up for the boss. He doesn’t care about us. • What should Employee B do about this situation • A) Become defensive and say something just as bad in response • B) Act calm, cool and collective and take the other Employee aside.

  11. Continued • Employee B: Can I talk to you for a minute in private? • Employee A: Sure • Employee B: I was offended by the way you addressed me out there on the floor in front of the customers. I feel that an apology is in order • Employee A: Sorry man I didn’t mean to offend you. • What should Employee B do about this situation • A) Become defensive and say something just as bad in response • B) Act calm, cool and collective and take the other Employee aside. • By addressing the other employee about how you feel, you open up the door to a closer relationship where you understand each other better.

More Related