Customer Engagement i Pad Training Workbook Scott Sesser

Customer Engagement: i. Pad Training Workbook Scott Sesser, M. A. , Seattle Pacific University, 2015

i. Pad Practice #1! Sticker Slot! Your order: . 5 steps: • Use search bar • Click on item and identify price with and without Balance Rewards Card • Choose quantity and click “Add to Cart” button • Keep shopping or Proceed to Checkout • Get Customer’s email address to email them confirmation of their order 2

i. Pad Practice #2! Sticker Slot! Your order: . 5 steps: • Use search bar • Click on item and identify price with and without Balance Rewards Card • ? ? ? • Keep shopping or Proceed to Checkout • Get Customer’s email address to email them confirmation of their order 3

i. Pad Practice #3! Sticker Slot! Your order: . 5 steps: • • • Use search bar ? ? ? ? ? Get Customer’s email address to email them confirmation of their order 4

Cooperative Customers SMART Goal: q . Employee Behaviors: q q Positive and Professional Problem Solving (steps and resources) q q Let me check the AS 400 q Let me double check with the manager about that Let me grab a Telzon and I’ll be right back q. Customer Behaviors: q Cues: wondering or asking for help q Concerned about technology q Concerned about product Ask for customer’s email 3 “End of Transaction” phrases q Thank you for purchasing with us. The front cashier will check you out q I’m sorry we couldn’t find the right product. Is there anything else I can help you with? q Well, I’ll be around if you have any questions. 5

Uncooperative Customers • YOUR response behavior: • • • Uncertain: people who are having a hard time deciding what they want. Rude: customers that are unkind, crude, demeaning, and so on. “Walgreens. com? ”: A customer who decides its easier for them to just use the website at home • • Does this product look right? • I’ll be around. You take some time and think about what you need and I’ll check in later okay? • Ignore the rudeness Problem-solving “Wagreens. com? ” • • Can you tell me what you are looking for? Rude: • • 3 Types: • Uncertain: Yes! Feel free to use it at home if you like! ALWAYS: • • Kind and Professional Proactively try to customer’s solve problems 6

Uncooperative Customers q YOUR response behavior: q Uncertain: q Rude: q ALWAYS: q Kind and Professional q Proactively try to customer’s solve q “Wagreens. com? ” problems 7

Real Customers, Real Practice! Partner Behaviors: q Approached Customer q Said the opening lines q Reaction to customer: q Uncertain q Rude q “Walgreens. com? ” q Appeared to use i. Pad functions with Customer Behaviors: (Check all that applied) q A: Pleasant q A: Excited q B: Unsure q B: Confused q C: Rude q C: Irritated minimal hesitation q Explained online order process slowly and carefully to customer q Asked for email q Ended conversation professionally with Branded Salutation q Overall Pleasant Manner q Overall Professional Manner 8

Final Debrief • Tasks: • Write out all 5 steps of using i. Pad • Write 3 End of Transaction responses • Set 3 goals for the next few weeks 9

Notes • . 10