Making better decisions
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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

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Making Better Decisions

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Making better decisions

Making Better Decisions

By Frank Csanadi Jr.


Overview

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.


Introduction

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.


Employee s turn

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.


Example of interaction

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


Continued

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


Continued1

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.


Part 2 employee interactions

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


Scenario

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


Continued2

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.


Continued3

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.


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