Making Better Decisions

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

10. 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

11. 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.

12. 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.