Slide deck used in a recent coaching program for retail sales people to train them in talking about extended warranties, theft and damage protection and swap contracts when selling PC's, camera's, phones, tv's etc

1. Service Contracts
Inspire your customers to buy
By Hans Demeyer

2. Agenda
09:00 : Intro
09:15 : Profiling
10:15 : Service contract Selling 2.0
12:30 : Lunch

3. Agenda
13:30 : Service Contracts in store
16:30 : Debrief
17:00 : End

4. Workshop 01 - Profiling

5. + People driven
Social
Supportive
expressive
- Results driven + Results driven
Introvert
Driver
creative
- People driven

6. SERVICE CONTRACT SELLING 2.0
“Some things you’d rather have
and not need, than need and
not have”

7. 1. Know the offer by heart

8. To be put together
LITTLE TEST ON KNOWLEDGE OF
OFFERING

9. 2. NO PREJUDICES.
IT CONCERNS EVERYONE!

10. HOW WOULD YOU FEEL IF ALL
CUSTOMERS BOUGHT ?

11. 3. BE HOSPITABLE

12. WORKSHOP 02
THE FIRST CONTACT: WHY AND HOW?

13. Tips en tricks
1. Observe
2. Address : Hi, if you need anything …
3. Connect
4. Make sure people feel welcome and at ease
5. Create a “feel safe” state

14. 3. KNOW YOU CUSTOMER

15. Photo
Work
Video
Audio
Create
www
film
Consume
audio normal
What Local Mobile Always
books
Gaming rarely
online local
Where When
New
You
brand
Replace others
reason Why Who
nr
Add
age
brand Nr ?

16. 5. DON’T SELL, INSPIRE
THE BUYING WILL FOLLOW

18. Messenger
Feedback Message
Decode Encode
Recipient Channel

19. RE-USE WHAT YOU LEARNED
MAKE YOUR CUSTOMER CONCLUDE

20. 6. DO NOT WAIT TILL THE END TO
MENTION SERVICE CONTRACT

21. Photo
Work
Video
Audio
Create
www
film
Consume
audio normal
What Local Mobile Always
books
Gaming rarely
online local
Where When
New
You
brand
Replace others
reason Why Who
nr
Add
age
brand Nr ?

22. 7. ASSOCIATE

23. Contract features Accessories
Photo
Work
Video
Audio
Create
www
film
Consume
audio normal
What Local Mobile Always
books
Gaming rarely
online local
Where When
New
You
brand
Replace others
reason Why Who
nr
Add
age
brand Nr ?
Upsell opportunity

24. 8. DARE

26. 9. GUIDE

27. Yes, I fully understand your
point. I had the same feeling
until….

28. 10. CLOSE