Refresher Service Excellence

Identify the correct sequence of steps involved in selling.

• Greeting the customer, asking for sale, qualifying the customer, demonstrating the solution, answering objections, closing the sale

• Greeting the customer, qualifying the customer, demonstrating the solution, answering objections, asking for sale, closing the sale

• Greeting the customer, qualifying the customer, demonstrating the solution, asking for sale, answering objections, closing the sale

• Greeting, qualifying, asking for sale, demonstrating the solution, answering objections, closing the sale

What should solutions be based on?

• Customer's need

• Latest technology

• Availability of product in store

• Customer's ask

Solution selling is _________________________________________________________.

• Offering a complete set of products, accessories & services to satisfy a customer's need

• Providing the product the customer asks for

• Providing services such as installation and demonstration

• Offering products at the best price

If a customer compares Reliance Digital prices with those of an organised retailer, _________________________.

• Tell the customer that our price is reasonable

• Give the customer the best price guarantee

• Give more discount to the customer

• Ask the manager to handle them

What should you avoid doing while interacting with a customer?

• Compliment the customer

• Talk on mobile phone

• Excuse yourself for personal work

• Talk to your colleagues

What kind of questions should you ask while probing for requirements?

• Ask how the customer will use the product

• Check about the brand and model they are looking for

• Enquiry about the customer's budget

When should attachments and accessories be proposed?

• After the customer has finalized the product

• After pitching RCP

• During the product demonstration

• If the customer asks

When should you recommend Reconnect products?

• Along with all the other products in the requested product category

• To upgrade customers to a higher version/level of a product in the same price range as that of the lower version

• To offer a good quality product in an affordable price range

• When the customers asks about them.

resQ Care Plan is applicable to all products

• TRUE

• FALSE

Finance Options must be proposed:

• Only when a customer asks

• Upfront

• If the customer seems to need them

• a, b, c