40 minutes Instore Training Programm Customer Service the

(40 minutes In-store Training Programm Customer Service– the HMR Way 6 ADD ON SELLING STEP The Smart Shopper’s Surplus Depot – 1

Objectives Ø Understand what an “add-on” or “related” sale is Ø Describe the benefits of “add-on” or “related” sales Ø Understand when to offer additional items Ø Demonstrate the value of offering customers “addon” or “related” items 2

How Does Offering Add-On Related Product Help Our Customers/ Business Ø Ø Ø Builds customer satisfaction Builds customer loyalty Builds customer trust Builds your self- confidence Adds to Daily Sales 33

Suggestive Selling and Add-On Sales Ø Know when to make a suggestive sale Ø What product to suggest or add-on Ø Apply the 4 Types of Suggestive Sales

4 Types of Suggestive Sales More!!! special offers save the customer money Related!!! suggest an item that coordinates with New!!! 1. What the customer is using 2. What the customer is buying Customers always want to know what is new 1. New product ranges 2. Fun and different product Sale!!! Customers always want to save money. Show and offer any Discount item or promotions in going in your store 5

Add-On Products Customer Purchases Computer YOU Offer Printer; Headset, Computer Accessories, Adaptor Bed Pillows, Linens, Comforter Sofa Carpet, Center Table, Living room accents- Wall Decors, lampshades, vase, digital photo frame Television Entertainment showcase, DVD player Running Shoe Sports apparel, Sports watch, cap, Protein Bars, Sports Drinks Pet food Mixer Pet bed/ pillows, Baking Pans; Cake molders, Styro/ coffee cups 6

When to Suggestive Sell & Add-On Product On the sales floor n Exchange n At the Till Point n Purchase with purchase n 7

Review Objectives ØUnderstand what an “add-on” or “related” sale is Ø Describe the benefits of “add-on” or “related” sales ØUnderstand when to offer additional items ØDemonstrate the value of offering customers “add-on” or “related” items 8

A SMART CHALLENGE For Today keep a record of the following: • Suggestions you provided to the customer • How many items you actually sold through your suggestions • How many add on sales did you get 9

10

Trainer’s Notes : Time 1 min. Slide 1 • Welcome the colleagues. • Ensure that all colleagues are ready to start the session. • Every session must be full of energy and highly motivational to encourage colleagues to improve their performance Trainer’s Notes : Time 2 mins. Slide 2 Today we are going to look at Add-On Selling • At the end of the session you will be able to : • Understand what an add-on or a related sale is • Describe the benefits of add-on or related sales • Understand when to offer additional items • Demonstrate the value of offering customers add-on or related items “Achieving sales targets is easy if we all work as a team and everyone remembers to Suggestive sell and offer add-on items” 11

Trainer’s Notes : Time 2 mins. Slide 3 • How does offering add-on or related products help our customer/business? • Discuss answers and summarize Answers to include: • Builds customer satisfaction • Builds customer loyalty • Builds customer trust • Builds your self-confidence • Increases Daily Sales Discuss each point to ensure understanding Trainer’s Notes : Time 3 mins. Slide 4 • Ask what is the importance of suggestive selling and what information do we need before making a suggestion? Explain • A Php 100. 00 increase in each sale may seem small when you look at one customer, • If every customer sale was increased by Php 100. 00, the improvement to the business would be huge. • Customers appreciate the extra effort Ask • What should you take into consideration before making a suggestion to the customer Answers should include • Know when to make a suggestive sale and add on sale • What products are add-on items 12

Trainer’s Notes : Time 7 mins. Ask What are the 4 Types of suggestive selling Discuss answers to include • Quantity • Related • New • Sale Ask Have the team provide examples of each of the 4 types. How they have implemented these steps on the sales floor. What were the results? Trainer’s Notes : Time 5 mins. Slide 5 Slide 6 • Contest Break into groups and allow them 3 min. to come up with as many ideas as they can of other products that can be added to the Add-On product column If possible you may give the winning group M&M’s or some other type of small reward. Explain: Every customer comes into the store with the basic desire to buy. Your job is to turn that desire into action. With thousands of items in the store there are many things you can suggest to help your customer make the perfect selection 13

Trainer’s Notes : Time 2 mins. Slide 7 Ask the question when should you use Suggestive & Add-On Selling Discuss answers and summarize Answers to include • On the Sales Floor • Exchange • At the till point • Purchase with purchase • Ask the team to provide examples of each to ensure understanding EXERCISE 12 mins. Split group into pairs-one as the customer, one as the sales associate. Customer to think of a situation when they just entered the store and find something really cool and decided to buy. Sales Associate must use 1 or the 3 steps to make a suggestion, and increase the sale by minimum Php 100. 00 with an add-on sale. Slide 8 Trainer’s Notes : Time 4 mins. Review objectives • Understand what an add-on or a related sale is • Describe the benefits of add-on or related sales • Understand when to offer additional items • Demonstrate the value of offering customers add-on or related items 14

Trainer’s Notes : Time 2 mins. Slide 9 • Remind the team that the record they create can be used as evidence when the HR Manager is in the store signing off the SSMG Workbook. • Please insert the results of your smart challenge in the note section of your Workbook • Close the session and thank everyone. 15