Making Better DecisionsBy Frank Csanadi Jr.

Overview

• Topic: Educational exercise to train participants that include:• Key elements • Proper techniques to Good

decision-making for customers• Working together

• Making good decisions will lead to a better customer interaction and it will also improve your teamwork.

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

• 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

• 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

• 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

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

• 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

• 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

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.

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.