Working Together:
 The Quality Sale
   Training Program
Topic 1: Introduction
Ground Rules
• Engage
• Participate
• Blackberry and mobile phone on
  vibrate or off
• “Parking lot”
• Have fun!

  3
Content
1. Introduction
2. Welcome Me & Find Out Why I’m
   Here
3. Help Me Find the Best Solution
4. Exceed My Expectatio...
Icebreaker: War Stories
   Best
 Shopping
Experience


                    Worst
                   Shopping
             ...
In THE SHACK – Satisfied Customer

    Click on black box below to begin and pause video.
Working Together Sales Approach
In THE SHACK – Working Together

   Click on black box below to begin and pause video.
Topic 2: Welcome Me
In THE SHACK – Welcome Me
   Click on black box below to begin and pause video.
Greet ‘em All
• ½ Shack sales associates & ½ Shack customers
• Associates: greet each customer & ask why
  they’re here
  ...
Welcome Me Keys
        • Be accessible
          – On the floor
          – Away from counter
          – 10 feet/10 seco...
Welcome Situations
• Ready to greet
• Busy with a customer
• Busy on the phone
• Busy with other tasks (paperwork,
  stock...
Topic 3: Help Me
(Non-wireless)
In THE SHACK – Help Me
  Click on black box below to begin and pause video.
Open/Closed Questions
• What brings you in the store?
• Who is your wireless phone provider?
• What features are important...
In THE SHACK – Open-ended
   Click on black box below to begin and pause video.
Help Me Keys
Listening




Listen for




Clues
In THE SHACK - Paraphrase
   Click on black box below to begin and pause video.
Listening Activity
• Scenario 1: Customer comes in for an
  MP3 player

• Scenario 2: Customer comes in for
  cable to con...
Make a Recommendation
In THE SHACK - Recommendation

    Click on black box below to begin and pause video.
Help Me Keys
Transition to Wireless:
               Importance
Customers
Many customers are eligible for upgrades or need wireless serv...
In THE SHACK – Importance of Wireless to
                 You

      Click on black box below to begin and pause video.
Transition to Wireless
• When is the right time?
  – Generally after meeting initial need
• Do I need a clue to transition...
In THE SHACK – Transition to Wireless

    Click on black box below to begin and pause video.
Activity: Transition to Wireless
•   MP3 Player
•   Flat screen TV
•   Camera
•   Cordless phone
•   Batteries
•   GPS
Topic 4: Help Me
(Wireless)
Selling Wireless


What’s the difference between selling
     wireless and other SKUs?
Components of Wireless Sale
Help me find the right…
• Network
• Phone
• Plan & features
• Accessories
Help Me Keys
Wireless Form Job Aid
Collect Customer Data



Who is their current wireless provider?

How long have they had their phone?

How many active lin...
Network (Carrier)
          Open-ended
          questions



          ZIP Codes to
          check coverage
Handset (Phone)
         Open-ended
         questions

         Type of phone
         narrowed
Plan & Features
Narrowing
question
Accessories & Services
Open-ended questions




Recommendations
Value of
Wireless Form Job Aid
Help Me Practice
• Find a partner
• Take turns as customer and store associate

• Associate Tools:
  – Post Paid Handsets ...
Topic 5: Go Beyond
My Expectations
In THE SHACK – Go Beyond
   Click on black box below to begin and pause video.
Jumpstart Activity Attach
      Challenge
In THE SHACK – Attach Examples

    Click on black box below to begin and pause video.
Wrapping Up
• Assumptive
• Either/or
• Simply ask
Reviewing Wireless
• Plan
• Details
• Phone
Application: Go Beyond My Expectations

• Scenario A: Digital camera
• Scenario B: Touch screen phone

• Ensure your sale ...
Topic 6: Pulling It
Together
Final Practice
• Groups of 3
  – Customer
  – Associate
  – Observer
• 3 Rounds
Final Practice Debrief
• How did the associates do on the welcome?
• Did you feel you had a good solution?
  Customer? Ass...
Going Forward
• The one big
  thing I learned
  today…

• The thing I want
  to practice and
  improve on…
Q4-2009 Preparation
Q4 Website launched September 28

                  Updated on a regular
                  basis with ...
Q4-2009
   All Hands Conference Call
• Scheduled for November 23
  – Calibrate
  – Energize
  – Sales Ready
Q4-2009
•   Pre-Shack Friday Weekend Specials
•   25 Days of Christmas Deals
•   National Reward Points Incentive
•   Q4 I...
Q4 Incentive

Boca Raton Resort & Club
Q4 Incentive
• Trip: April 11 – 14, 2010
• Top 2 Store Managers per Area
• Top Sales Associate per Area
Q4 Incentive
                  October 1 – December 31
•   Store Managers will be measured based on the below metrics, whi...
HOLIDAY MARKETING
IN-STORE > WINDOW TREATMENT
IN STORE > CASH WRAP
HOLIDAY APPROACH

 November   Black Friday   December
  Build
             Attract A
Awareness                  Sell, Sell...
HOLIDAY MEDIA
NETWORK TV
CABLE TV
HISPANIC TV
Click below this text to begin and pause video.
Q4 ONLINE SUPPORT
DIGITAL > FACEBOOK > SANTA’S LAP APP
DIGITAL > FACEBOOK > SANTA’S LAP APP
DIGITAL > FACEBOOK > SANTA’S LAP APP
NOVEMBER & DECEMBER > HOLIDAY ROP
INSERTS
BLACK
FRIDAY
EVERY
 STORE
  GETS
COVERED!
PRODUCT
PRESENTATIONS
PRODUCT PRESENTATIONS
• We have dozens of new products that will be
  arriving between now and Thanksgiving.

• It is crit...
PRODUCT PRESENTATIONS
• Store Managers are responsible for building
  product knowledge within their teams.

• Be sure you...
PRODUCT PRESENTATIONS
To help get you, our Managers, familiar with some
of the newest products and services, we will now
r...
POST-PAID WIRELESS
 October 2009 Managers Meeting
Hot New Phones for Q4
• We have several exciting new handsets
  arriving in October and November to help
  us drive Q4 Wir...
Motorola Cliq
     – Sales begin November 2nd!

     – Google Android operating system with
        integrated MOTOBLUR

 ...
The Key To Selling the Cliq is
Understanding MOTOBLUR
          •   MOTOBLUR is an innovative solution that
              ...
The Key To Selling the Cliq is
     Understanding MOTOBLUR
•   Pushes updates to corporate e-mail, calendar, and contacts ...
LG Arena
    • 3-inch full touch screen display
    • 5 MP Camera with Auto Focus
    • MediaFLO Mobile TV
    • Wi-Fi
   ...
LG Arena
Click on box below to begin and pause video.
Sprint Palm Pixi
 • Hot follow up to the Palm Pre
 • Expected in stores on November 15th – will be
   available side-by-si...
The Key To Selling the Pixi is
 Understanding Palm WebOS
Palm webOS is designed with customers in mind…
•Palm Synergy
•Com...
Q4 Selling Services
October 2009 Managers Meeting
Expanded Services Line Up
In addition to traditional services like:
   – RadioShack Service Plans
   – RadioShack Answers ...
Why Sell Services?
Services are a win-win solution for customers and
for your store:
  – Customers get the extra support /...
AT&T ConnecTech
AT&T ConnecTech Service
• Launched in early September

• Lets stores sell support services for computers,
  networking, an...
AT&T ConnecTech Service
ConnecTech Service Options Include:

• TV installation and Set-Up

• Home Theater Set-Up

• Comput...
AT&T ConnecTech Service
• Easy Sales Process:

  – Use the customer brochure and the ConnecTech site
    (ANSO > Services ...
AT&T ConnecTech Service
• ConnecTech will be advertised throughout the
  4th Quarter.

• This service gives you outstandin...
Technology Trade-In
Technology Trade-In
• Help your customers save even more this
  holiday season by telling them about our Trade-
  In progr...
Technology Trade-In
The Trade-In Program…

  – Gets additional revenue in your store (140% of gift
    card value gets spe...
Technology Trade-In
• Which type of product is the most frequently
  traded-in?

• ANSWER: Wireless Phones!

• Customers a...
Technology Trade-In
• Easy Sales Process:

    – Use the Trade-In Site (ANSO > Services > Customer Product Trade In)
     ...
Team Take-Aways
• The key to selling services is practice. They are
  easy to offer … once you have done it a few
  times....
Digital Imaging
October 2009 Managers Meeting
Hot Digital Cameras for Q4
Exclusive Hot Casio Bundle
• EXCLUSIVE RadioShack
  Bundle includes Camera, case
  & lanyard
• 10 Megapixels
• 3X Optical ...
Exclusive Red Olympus Camera
• EXCLUSIVE Red Color for
  RadioShack
• 12 Megapixels
• 7X Optical Zoom
• 2.7” LCD Screen si...
Best Featured Entry Level
        Olympus Camera
• 12 Megapixels
• 5X Optical Zoom
• 2.7” LCD Screen size
• Image Stabiliz...
Exclusive Red Sanyo HD Dual
            Camcorder
• EXCLUSIVE Red Color for
  RadioShack
• 10 Megapixels
• 5X Optical Zoom...
Cool 120 minute HD Camcorder
• 120 minute camcorder
• 2Megapixels
• 2” LCD Screen size
• HD Video
• 8GB Internal Memory
• ...
Help customers show off
   their great photos

 Recommend a digital
    photo frame!
Gigaware 7” Digital Photo Frame
• 7” Analog Panel with real
  wood frame
• 16:9 aspect ratio –
  Widescreen display
• 4-in...
Gigaware 8” Digital Photo Frame
• 8” Analog Panel with real
  wood frame
• 4:3 aspect ratio
• 4-in-1 (MS/SD/MMC/XD)
  Card...
Remember the Memory!
• Offer a complete solution by attaching a memory card to the sale!

• How much memory does a custome...
Home Automation
October 2009 Managers Meeting
What is Home Automation at
            RadioShack?
• RadioShack is introducing a line of home automation products
  that w...
Why Z-Wave technology?
• Z-Wave is:
  – A wireless mesh network that communicates via low-power radio
    waves
     • Dev...
Four Ways to Use Z-Wave
• Stand Alone - one device at a time

• Group - turn ON or OFF multiple devices with a single
  co...
How Home Automation helps your
           customer
• Safety & Security
  –   Allow access to the home
  –   Remotely monit...
Benefits of Home Automation
• Save money on energy costs by scheduling your HVAC
  for different temperatures at different...
Team Take-Aways
• All Associates were to have completed the
  Answers Online Home Automation Training in
  September.

• H...
GPS
October 2009 Managers Meeting
Awesome GPS Units for Q4
Exclusive MIO GPS
• EXCLUSIVE
• 3.5” & 4.3” Screen
• Text-to-Speech
• 50 states & Puerto Rico
• Rubberized, non-skid back ...
Garmin GPS w/ Real Time Traffic
•   4.3” Screen
•   Text-to-Speech
•   Bluetooth Hands free Compatible
•   Integrated Traf...
TomTom XL 330S
• 4.3” Screen
• Text-to-Speech
• 50 States plus Puerto Rico &
   Canada
• TomTom Map Share
   Technology
• ...
TomTom XL340S w/ Advanced
       Navigation
• 4.3” Screen
• Text-to-Speech
• 50 States plus Puerto Rico &
   Canada
• 24/7...
TomTom XXL 530S w/ IQ
         Routes Technology
• 5” Screen for better view
• Text-to-Speech
• 50 States & Canada
• 24/7 ...
HOLIDAY TOY PREVIEW
 October 2009 Managers Meeting
Q4 Toy Sales
• Toy sales increase substantially for the holiday gift giving season.

• Since the departure of KB Toys, man...
NASCAR Toys
                                          NASCAR Zipbots (single packs)
                                      ...
Toys
                             Art-Titude RC Car w/ Doll
                             60-542
                          ...
WowWee RC Toys
         WowWee T-Rex
         60-532
         $49.99

         This remote control interactive
         be...
New Bright RC Toys
           - World’s Largest Radio Control Toy Manufacturer -




                       60-560
       ...
HEXBUGS Toys




Small             Smaller      Smallest
HEXBUG Inchworm   HEXBUG Ant   HEXBUG Nano
w/ remote         60-4...
RC AIR TOYS
     Mosquito M.A.V.
     60-575
     $39.99

     Micro Aerial Vehicle – measuring only
     2.5 inches tall,...
DANBAR RC Toys

Lunar Rescue Team
Stunt RC
60-564
$19.99

Amazing stunts

Flashing LED lighted wheels

Great entry level R...
DANBAR Lunar Rescue RC
    Click on box below to begin and pause video.
DANBAR RC Toys
Knight Hawk
60-566
$59.99

Wide-range precision control.

Ultimate maneuverability

3-Channel Remote
DANBAR KNIGHT HAWK

  Click on box below to begin and pause video.
DON’T FORGET THE BATTERIES!!
• Batteries are a natural add-on for most toy sales.

• Remind Associates – plenty of fresh b...
Accessorizing The Sale
  October 2009 Managers Meeting
Accessory Opportunities
• RadioShack is THE place for accessories:

  – Associates offer customers complete
    solutions,...
The Importance of Attach
• Customers need accessories to enjoy their
  products.

• Customers rely on RadioShack Associate...
Here are
(just a few) great add-ons
      to recommend
   this holiday season!
Wireless Phones
Attaching to Wireless
• BlueTooth – Headsets
  and Visor Speakerphones
  with promotions running
  in every ad through
  D...
Attaching to Wireless
Starter Kits - Micro and Mini USB
• Car Charger
• Universal Screen Protectors
• Screen Wipe w/Storag...
iPods and MP3
Attaching to Music Players
• iPod Speaker Dock

• Audio input jack and cable

• Removable wireless Speakers
   – Individua...
Attaching to Music Players

iPhone/iPod
Rapid Charger
• Retractable 30-pin charger
• USB port for other device
• Folding P...
Computers
Attaching to Computers



4 Port USB 2.0                  1.3MP Webcams
 Travel Hubs
                                 •   ...
Attaching to Computers

• Projects an image up to 50”
• VGA and A/V Connections
   – Playback off of many devices:        ...
Attaching To Computers
CA Software

• Anti-virus, internet security, PC tune-
  up and more!

• Available for notebooks or...
A / V Products
Attaching to A / V Products



AUVIO HDMI Cables                           AUVIO Surge Protection
                        ...
Attaching to A / V Products
• LEVEL MOUNTS
 by Elexa
  – New line of mounts replacing
    Omni-Mount

  – Includes built-i...
ATTACHING JOB AID
• Monster will be
  providing each store
  with 10 sets of
  attaching job aids that
  focus on A/V, Pow...
Team Take-Aways
• Attaching isn’t a one-time activity, it’s a key part
  of every sales presentation. Associates need to
 ...
Work Together Presentation[1].Pptfinal
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  1. 1. Working Together: The Quality Sale Training Program
  2. 2. Topic 1: Introduction
  3. 3. Ground Rules • Engage • Participate • Blackberry and mobile phone on vibrate or off • “Parking lot” • Have fun! 3
  4. 4. Content 1. Introduction 2. Welcome Me & Find Out Why I’m Here 3. Help Me Find the Best Solution 4. Exceed My Expectations 5. Pulling It All Together
  5. 5. Icebreaker: War Stories Best Shopping Experience Worst Shopping Experience
  6. 6. In THE SHACK – Satisfied Customer Click on black box below to begin and pause video.
  7. 7. Working Together Sales Approach
  8. 8. In THE SHACK – Working Together Click on black box below to begin and pause video.
  9. 9. Topic 2: Welcome Me
  10. 10. In THE SHACK – Welcome Me Click on black box below to begin and pause video.
  11. 11. Greet ‘em All • ½ Shack sales associates & ½ Shack customers • Associates: greet each customer & ask why they’re here – Write down why they’re here • Customers: share what came in for when asked – Rate the greeting on scale of 1-5 • 1 = dog meat • 3 = human • 5 = king/queen
  12. 12. Welcome Me Keys • Be accessible – On the floor – Away from counter – 10 feet/10 seconds • Warmly welcome – Smile – Make eye contact – Give your name
  13. 13. Welcome Situations • Ready to greet • Busy with a customer • Busy on the phone • Busy with other tasks (paperwork, stocking, etc.) • Group greet
  14. 14. Topic 3: Help Me (Non-wireless)
  15. 15. In THE SHACK – Help Me Click on black box below to begin and pause video.
  16. 16. Open/Closed Questions • What brings you in the store? • Who is your wireless phone provider? • What features are important to you in a wireless phone? • Do you want the protection plan on your new MP3 player? • What kind of activities will you be doing with your MP3 player? • Do you currently own a camera? • How will you be using the camera?
  17. 17. In THE SHACK – Open-ended Click on black box below to begin and pause video.
  18. 18. Help Me Keys
  19. 19. Listening Listen for Clues
  20. 20. In THE SHACK - Paraphrase Click on black box below to begin and pause video.
  21. 21. Listening Activity • Scenario 1: Customer comes in for an MP3 player • Scenario 2: Customer comes in for cable to connect TV to receiver
  22. 22. Make a Recommendation
  23. 23. In THE SHACK - Recommendation Click on black box below to begin and pause video.
  24. 24. Help Me Keys
  25. 25. Transition to Wireless: Importance Customers Many customers are eligible for upgrades or need wireless service. • Let customers know about our new direction with focus on wireless and mobility. – Establish The Shack as the place for wireless needs. – Plant a seed for future business. You • Create opportunities to earn more compensation.
  26. 26. In THE SHACK – Importance of Wireless to You Click on black box below to begin and pause video.
  27. 27. Transition to Wireless • When is the right time? – Generally after meeting initial need • Do I need a clue to transition? – Don’t miss a clue, but sometimes customers might not know The Shack can help, or may not have need top of mind • How do I make the transition? – Look for linkages from other products; just ask
  28. 28. In THE SHACK – Transition to Wireless Click on black box below to begin and pause video.
  29. 29. Activity: Transition to Wireless • MP3 Player • Flat screen TV • Camera • Cordless phone • Batteries • GPS
  30. 30. Topic 4: Help Me (Wireless)
  31. 31. Selling Wireless What’s the difference between selling wireless and other SKUs?
  32. 32. Components of Wireless Sale Help me find the right… • Network • Phone • Plan & features • Accessories
  33. 33. Help Me Keys
  34. 34. Wireless Form Job Aid
  35. 35. Collect Customer Data Who is their current wireless provider? How long have they had their phone? How many active lines do they have on their account? Who else in their family needs a phone?
  36. 36. Network (Carrier) Open-ended questions ZIP Codes to check coverage
  37. 37. Handset (Phone) Open-ended questions Type of phone narrowed
  38. 38. Plan & Features Narrowing question
  39. 39. Accessories & Services Open-ended questions Recommendations
  40. 40. Value of Wireless Form Job Aid
  41. 41. Help Me Practice • Find a partner • Take turns as customer and store associate • Associate Tools: – Post Paid Handsets by Carrier Job Aid – Making the Right Wireless Choice Job Aid
  42. 42. Topic 5: Go Beyond My Expectations
  43. 43. In THE SHACK – Go Beyond Click on black box below to begin and pause video.
  44. 44. Jumpstart Activity Attach Challenge
  45. 45. In THE SHACK – Attach Examples Click on black box below to begin and pause video.
  46. 46. Wrapping Up • Assumptive • Either/or • Simply ask
  47. 47. Reviewing Wireless • Plan • Details • Phone
  48. 48. Application: Go Beyond My Expectations • Scenario A: Digital camera • Scenario B: Touch screen phone • Ensure your sale has the following components: – Attach – create a complete solution – Wrap up the sale – Review the sale
  49. 49. Topic 6: Pulling It Together
  50. 50. Final Practice • Groups of 3 – Customer – Associate – Observer • 3 Rounds
  51. 51. Final Practice Debrief • How did the associates do on the welcome? • Did you feel you had a good solution? Customer? Associate? • Did the associate attach any accessories? • Did the associate initiate a wireless conversation? • What did the associate do well? • What could the associate have done better?
  52. 52. Going Forward • The one big thing I learned today… • The thing I want to practice and improve on…
  53. 53. Q4-2009 Preparation Q4 Website launched September 28 Updated on a regular basis with product and operational information. Available from Answers Online (under Products > Customer Promotions > Q4 Holiday Info Site).
  54. 54. Q4-2009 All Hands Conference Call • Scheduled for November 23 – Calibrate – Energize – Sales Ready
  55. 55. Q4-2009 • Pre-Shack Friday Weekend Specials • 25 Days of Christmas Deals • National Reward Points Incentive • Q4 Incentive…
  56. 56. Q4 Incentive Boca Raton Resort & Club
  57. 57. Q4 Incentive • Trip: April 11 – 14, 2010 • Top 2 Store Managers per Area • Top Sales Associate per Area
  58. 58. Q4 Incentive October 1 – December 31 • Store Managers will be measured based on the below metrics, which will be combined for the final overall contest ranking. Total Sales % Plan Delivered Postpaid Wireless PDPD Gain vs. Last Year RSSP Attach Percentage: Absolute Value Wireless Postpaid Attach: Absolute Value Mystery Shop Score: Absolute Value • Sales Associates will be measured based on the below metrics, which will be combined for the final overall contest ranking. Total Sales Dollars Total Postpaid Units Sold RSSP Attach Rate Postpaid Wireless Attach
  59. 59. HOLIDAY MARKETING
  60. 60. IN-STORE > WINDOW TREATMENT
  61. 61. IN STORE > CASH WRAP
  62. 62. HOLIDAY APPROACH November Black Friday December Build Attract A Awareness Sell, Sell, Line At And Sell Every Store Momentum
  63. 63. HOLIDAY MEDIA
  64. 64. NETWORK TV
  65. 65. CABLE TV
  66. 66. HISPANIC TV
  67. 67. Click below this text to begin and pause video.
  68. 68. Q4 ONLINE SUPPORT
  69. 69. DIGITAL > FACEBOOK > SANTA’S LAP APP
  70. 70. DIGITAL > FACEBOOK > SANTA’S LAP APP
  71. 71. DIGITAL > FACEBOOK > SANTA’S LAP APP
  72. 72. NOVEMBER & DECEMBER > HOLIDAY ROP
  73. 73. INSERTS
  74. 74. BLACK FRIDAY
  75. 75. EVERY STORE GETS COVERED!
  76. 76. PRODUCT PRESENTATIONS
  77. 77. PRODUCT PRESENTATIONS • We have dozens of new products that will be arriving between now and Thanksgiving. • It is critical that team members familiarize themselves with our new products. • Being able to describe features and benefits is key when making gift recommendations and closing product sales!
  78. 78. PRODUCT PRESENTATIONS • Store Managers are responsible for building product knowledge within their teams. • Be sure your team members are reading “RadioShack Today” every day and taking the Associate Training Guide courses as they are posted. • Ask your team about new products regularly - make sure they understand the importance of staying up-to-date on new products.
  79. 79. PRODUCT PRESENTATIONS To help get you, our Managers, familiar with some of the newest products and services, we will now review seven key merchandise categories: – Post-Paid Wireless – Services – Digital Imaging – Home Automation – GPS – Toys – Accessories
  80. 80. POST-PAID WIRELESS October 2009 Managers Meeting
  81. 81. Hot New Phones for Q4 • We have several exciting new handsets arriving in October and November to help us drive Q4 Wireless sales. • Today, we will look at three of the hottest new phones!
  82. 82. Motorola Cliq – Sales begin November 2nd! – Google Android operating system with integrated MOTOBLUR – 3.1’’ touch display with slide out QWERTY keyboard – Personal and corporate e-mail, calendar, contacts, social networking sync – 5MP Camera with auto-focus – 2GB microSD card included – $179.99 with 2-year new activation
  83. 83. The Key To Selling the Cliq is Understanding MOTOBLUR • MOTOBLUR is an innovative solution that manages and integrates communications – from work e-mail to social networking activity – on your CLIQ. • Updates to contacts, social networking posts, messages, photos and more are streamed together and synced from sources including (but not limited to) Facebook®, Twitter™, MySpace®, Gmail™, Yahoo! Mail, etc.
  84. 84. The Key To Selling the Cliq is Understanding MOTOBLUR • Pushes updates to corporate e-mail, calendar, and contacts via Microsoft Exchange. • MOTOBLUR automatically delivers these updates to the home screen in easy-to-view streams so there is no need to open and close different mobile applications, or log-in to keep up with the latest content. • Customizable widgets to get instant access to news, weather, sports, entertainment, and more, that feed live to your home screen.
  85. 85. LG Arena • 3-inch full touch screen display • 5 MP Camera with Auto Focus • MediaFLO Mobile TV • Wi-Fi • Internal 8GB memory expandable up to 32GB via microSD card slot. • TV-Out • Est. Launch: 11/16 • Est. SRP: $149.99 activated
  86. 86. LG Arena Click on box below to begin and pause video.
  87. 87. Sprint Palm Pixi • Hot follow up to the Palm Pre • Expected in stores on November 15th – will be available side-by-side with Palm Pre for holidays! • New ultra slim design with dedicated QWERTY keybaord (not a slide out) • 2 MP Camera with LED flash – upload photos to photobucket or facebook. • Download and play music • Runs Palm WebOS for outstanding user experience
  88. 88. The Key To Selling the Pixi is Understanding Palm WebOS Palm webOS is designed with customers in mind… •Palm Synergy •Combined Messaging •Layered Calendars •Personal and Work Email •Palm OS Apps •Palm Services
  89. 89. Q4 Selling Services October 2009 Managers Meeting
  90. 90. Expanded Services Line Up In addition to traditional services like: – RadioShack Service Plans – RadioShack Answers Plus – Sprint Bill Payment – Green Dot Prepaid Credit Cards – No Contract Airtime Refills You also have exciting new offers for customers this holiday season!
  91. 91. Why Sell Services? Services are a win-win solution for customers and for your store: – Customers get the extra support / assistance they need to enjoy their product purchase. – Customer sees RadioShack as offering Complete Solutions and Expert Advice – two key parts of our brand message. – Associate conversation with customer is more detailed – giving you the chance to uncover other needs or sales opportunities. – Increased store revenue and profit dollars on each service sale!
  92. 92. AT&T ConnecTech
  93. 93. AT&T ConnecTech Service • Launched in early September • Lets stores sell support services for computers, networking, and AV products • Win for customer – expert installation, set-up, and support service in their home! • Win for store – better customer service, fewer support questions from customers, store earns profit on every sale
  94. 94. AT&T ConnecTech Service ConnecTech Service Options Include: • TV installation and Set-Up • Home Theater Set-Up • Computer Set-Up • Network Set-Up (including gaming consoles and non-PC devices) • Telephone support
  95. 95. AT&T ConnecTech Service • Easy Sales Process: – Use the customer brochure and the ConnecTech site (ANSO > Services > ATT ConnecTech) to find the right service package for the customer. – Sell the appropriate Service SKU on POS to get a ConnecTech PIN. – Enter the PIN into the ConnecTech site and schedule a service appointment for customer.
  96. 96. AT&T ConnecTech Service • ConnecTech will be advertised throughout the 4th Quarter. • This service gives you outstanding add-on opportunities – plus you can even offer the service to customer who bought their desktop or big screen TV at another retailer. • If you have team members who need help understanding ConnecTech, ask your AT&T Rep to help familiarize them with the program.
  97. 97. Technology Trade-In
  98. 98. Technology Trade-In • Help your customers save even more this holiday season by telling them about our Trade- In program. • According to industry surveys, the average household has 15 electronic devices in the home. • This represents tens of billions in trade-in value… and currently, RadioShack is the only national retailer with an in-store instant gift card trade-in program.
  99. 99. Technology Trade-In The Trade-In Program… – Gets additional revenue in your store (140% of gift card value gets spent) – Is green…all items are repurposed or recycled responsibly – Makes upgrading to new technology easier and less expensive – Is simple and convenient for Associates and customers
  100. 100. Technology Trade-In • Which type of product is the most frequently traded-in? • ANSWER: Wireless Phones! • Customers almost always have their old phone on them when buying a new phone. • Offering the trade in program helps them save money on their new phone … or to buy the service plan and accessories!
  101. 101. Technology Trade-In • Easy Sales Process: – Use the Trade-In Site (ANSO > Services > Customer Product Trade In) to determine the value of the customer’s device. – Print out the Trade In Sheet and write a POS ticket to generate the gift card. – Apply the gift card to a new sales ticket – it can be used in-store immediately! – Once the trade is complete, send the device into the collection center to receive proper credit for the cost of the gift card. • You can now accept up to five items per customer in a single visit!
  102. 102. Team Take-Aways • The key to selling services is practice. They are easy to offer … once you have done it a few times. • Have each member of your team practice offering a service through a role play exercise. • Challenge each team member to offer the Trade In program on every wireless upgrade sale.
  103. 103. Digital Imaging October 2009 Managers Meeting
  104. 104. Hot Digital Cameras for Q4
  105. 105. Exclusive Hot Casio Bundle • EXCLUSIVE RadioShack Bundle includes Camera, case & lanyard • 10 Megapixels • 3X Optical Zoom • 2.5” LCD Screen size • Image stabilization • Face Detection • SD/SDHC Media card up to Casio EX-Z33 Black bundle -- 16-1008 8GB Pink bundle -- 16-1009 • Rechargeable battery $119.99 each
  106. 106. Exclusive Red Olympus Camera • EXCLUSIVE Red Color for RadioShack • 12 Megapixels • 7X Optical Zoom • 2.7” LCD Screen size • Image stabilization • Panorama Stitching • SD/SDHC Media card up to 8GB Olympus Stylus 7010 • Rechargeable battery 16-1007 $199.99
  107. 107. Best Featured Entry Level Olympus Camera • 12 Megapixels • 5X Optical Zoom • 2.7” LCD Screen size • Image Stabilization • Face Detection • xD/MicroSD Media card up to 8GB Olympus FE-46 • Rechargeable battery 16-1006 $ 99.99
  108. 108. Exclusive Red Sanyo HD Dual Camcorder • EXCLUSIVE Red Color for RadioShack • 10 Megapixels • 5X Optical Zoom • 3” LCD Screen size • Image stabilization • Face Detection • HD Video Sanyo VPC-CG10R HD Dual Camcorder • SD/SDHC Media card 16-847 • Rechargeable battery $199.99
  109. 109. Cool 120 minute HD Camcorder • 120 minute camcorder • 2Megapixels • 2” LCD Screen size • HD Video • 8GB Internal Memory • AA Rechargeable Battery Pack thru USB • Small enough to slide easily Flip Ultra HD Camcorder into your shirt pocket 16-1014 $199.99
  110. 110. Help customers show off their great photos Recommend a digital photo frame!
  111. 111. Gigaware 7” Digital Photo Frame • 7” Analog Panel with real wood frame • 16:9 aspect ratio – Widescreen display • 4-in-1 (MS/SD/MMC/XD) Card Slot – supports up to 8GB Card • 16GB Built-in flash memory • Screen Resolution: 480X234 16-0952 $ 59.99
  112. 112. Gigaware 8” Digital Photo Frame • 8” Analog Panel with real wood frame • 4:3 aspect ratio • 4-in-1 (MS/SD/MMC/XD) Card Slot – supports up to 8GB Card • 16GB Built-in flash memory • Remote Control • Screen Resolution: 800X600 16-0953 $ 79.99
  113. 113. Remember the Memory! • Offer a complete solution by attaching a memory card to the sale! • How much memory does a customer need? Here are some examples of what different memory cards can do:
  114. 114. Home Automation October 2009 Managers Meeting
  115. 115. What is Home Automation at RadioShack? • RadioShack is introducing a line of home automation products that works with Z-Wave technology and allows for customization of each customer’s Home Automation system. – The Schlage product line offers home security & climate control for your home. Schlage LiNK is an intelligent, Internet-enabled home security interface that is easy to use. – The GE lighting and appliance products can be used with the Schlage interface or independently with a GE remote.
  116. 116. Why Z-Wave technology? • Z-Wave is: – A wireless mesh network that communicates via low-power radio waves • Devices route & relay command signals • Wi-Fi, Bluetooth & cordless phone friendly • Certified devices work together regardless of brand – Simple to use – Modular – buy additional products as you need them – Affordable – DIY friendly (Do-it-Yourself) – Versatile – add up to 232 devices – Secure – each device has a unique address that cannot be activated by your neighbor’s Z-Wave controller
  117. 117. Four Ways to Use Z-Wave • Stand Alone - one device at a time • Group - turn ON or OFF multiple devices with a single command • Scene - establish preset brightness levels for multiple Z- Wave controlled lights & control them with one button • Event - action at a specific time with a specific day or everyday. Can be set up to control an individual device, a group or a scene
  118. 118. How Home Automation helps your customer • Safety & Security – Allow access to the home – Remotely monitor activities – Schedule automatic lighting – Control wireless remote deadbolts • Home Energy Management & Automation – Dim lights in a theatre room – React to daylight & only turn on necessary lighting – Control appliances remotely – Adjust heating and cooling systems – HVAC & thermostat programmable zones & alert capabilities.
  119. 119. Benefits of Home Automation • Save money on energy costs by scheduling your HVAC for different temperatures at different times. • Add security to your home with cameras and locks that can be monitored remotely. • Save money on electrical expenses by scheduling lights to turn off when they are not needed. • Keep track of when your children leave and arrive home. • Add convenience by turning on groups of electrical components with one push of a button.
  120. 120. Team Take-Aways • All Associates were to have completed the Answers Online Home Automation Training in September. • Home Automation is a great example to use when practicing add-on selling. • Have your Associates role play a Home Automation sales presentation – see how many add-ons can they suggest during the sale?
  121. 121. GPS October 2009 Managers Meeting
  122. 122. Awesome GPS Units for Q4
  123. 123. Exclusive MIO GPS • EXCLUSIVE • 3.5” & 4.3” Screen • Text-to-Speech • 50 states & Puerto Rico • Rubberized, non-skid back for easy handling • Touchscreens with reduced glare • Lane Guidance MIO M300 -- 20-385 • Predicative keyword search M400 -- 20-518 • 4 million POI’s $119.99/149.99
  124. 124. Garmin GPS w/ Real Time Traffic • 4.3” Screen • Text-to-Speech • Bluetooth Hands free Compatible • Integrated Traffic Receiver • 50 States plus Puerto Rico & Canada • Pedestrian Mode • Lifetime of free traffic updates • Expansion SD Card Slot • Almost 6 million POI’s Garmin Nuvi 265WT • 4 hr battery life 20-385 $269.99
  125. 125. TomTom XL 330S • 4.3” Screen • Text-to-Speech • 50 States plus Puerto Rico & Canada • TomTom Map Share Technology • 3 hr battery life TomTom XL330S 20-250 $199.99
  126. 126. TomTom XL340S w/ Advanced Navigation • 4.3” Screen • Text-to-Speech • 50 States plus Puerto Rico & Canada • 24/7 IQ/Routes Technology • Advanced Lane Guidance • TomTom Map Share Technology TomTom XL340S • 3 hr battery life 20-453 $249.99
  127. 127. TomTom XXL 530S w/ IQ Routes Technology • 5” Screen for better view • Text-to-Speech • 50 States & Canada • 24/7 IQ/Routes Technology • Advanced Lane Guidance • TomTom Map Share Technology • 3 hr Battery Life TomTom XXL 530S 20-541 $279.99
  128. 128. HOLIDAY TOY PREVIEW October 2009 Managers Meeting
  129. 129. Q4 Toy Sales • Toy sales increase substantially for the holiday gift giving season. • Since the departure of KB Toys, many malls no longer have toy stores within the mall. • This year, RadioShack is well positioned to help meet customer toy demand with some exciting new toy products. • Toys will arrive throughout the months of October and November (prior to Thanksgiving). • Here’s a quick preview of some of the upcoming toy line…
  130. 130. NASCAR Toys NASCAR Zipbots (single packs) 60-548/60-549/60-550/60-551 $5.99 • Unique bristle-based locomotion • Choose from Dale Earnhardt, Jr., Jimmie Johnson, Tony Stewart, and Jeff Gordon (or collect them all). NASCAR Zipbots (2 pack) Tony Stewart and Dale Earnhardt Jr. or Jimmie Johnson and Jeff Gordon 60-528/60-529 $9.99 • Unique bristle-based locomotion • Features your favorite NASCAR drivers • Includes bonus race track
  131. 131. Toys Art-Titude RC Car w/ Doll 60-542 $39.99 Black and white graphics you color in yourself. Environmentally friendly hybrid Jammaz Guitar car design Secret Sign In Journal 60-544 60-543 $19.99 $24.99 3 ways to play: push the Use your finger to draw frets, strum the strings, your secret sign or move the whammy bar symbol on the touch recognition pad to magically open the journal
  132. 132. WowWee RC Toys WowWee T-Rex 60-532 $49.99 This remote control interactive beast stomps around defying anything in his path with his realistic walking motion. Complete with a bone shaped IR remote controller.
  133. 133. New Bright RC Toys - World’s Largest Radio Control Toy Manufacturer - 60-560 60-563 $69.99 $49.99 1:8 Jeep Unlimited 1:10 Red Corvette 60-561 60-486 $79.99 $49.99 1:8 Mighty Monster RadioXTRM RadioXTRM Buggy Boat
  134. 134. HEXBUGS Toys Small Smaller Smallest HEXBUG Inchworm HEXBUG Ant HEXBUG Nano w/ remote 60-497 60-577 60-405 $9.99 $7.99 $16.99
  135. 135. RC AIR TOYS Mosquito M.A.V. 60-575 $39.99 Micro Aerial Vehicle – measuring only 2.5 inches tall, 4 inches long, with a rotor diameter of 3.5 inches. Precise, indoor RC Helicopter
  136. 136. DANBAR RC Toys Lunar Rescue Team Stunt RC 60-564 $19.99 Amazing stunts Flashing LED lighted wheels Great entry level RC for younger children
  137. 137. DANBAR Lunar Rescue RC Click on box below to begin and pause video.
  138. 138. DANBAR RC Toys Knight Hawk 60-566 $59.99 Wide-range precision control. Ultimate maneuverability 3-Channel Remote
  139. 139. DANBAR KNIGHT HAWK Click on box below to begin and pause video.
  140. 140. DON’T FORGET THE BATTERIES!! • Batteries are a natural add-on for most toy sales. • Remind Associates – plenty of fresh batteries with a gift means you can start playing right away. • Once you attach batteries, be sure to ask what other gifts might also need batteries… help the customer remember all their battery needs.
  141. 141. Accessorizing The Sale October 2009 Managers Meeting
  142. 142. Accessory Opportunities • RadioShack is THE place for accessories: – Associates offer customers complete solutions, not just end products… recommending the accessories needed to fully enjoy each device. – Associates can help customers find the right accessories to optimize the products bought from other retailers.
  143. 143. The Importance of Attach • Customers need accessories to enjoy their products. • Customers rely on RadioShack Associates to educate them on what they need to make products work the way they want. • Attaching Accessories also benefits the store – increasing sales and profits – and the Associate – increasing earnings.
  144. 144. Here are (just a few) great add-ons to recommend this holiday season!
  145. 145. Wireless Phones
  146. 146. Attaching to Wireless • BlueTooth – Headsets and Visor Speakerphones with promotions running in every ad through December! • Point Mobl CLAs – First product in our new Exclusive national brand of wireless accessories! High quality, high profit – great low customer price!
  147. 147. Attaching to Wireless Starter Kits - Micro and Mini USB • Car Charger • Universal Screen Protectors • Screen Wipe w/Storage • All in Same Box (One SKU) • Total Value $41.99 Only $29.99 COMING SOON!
  148. 148. iPods and MP3
  149. 149. Attaching to Music Players • iPod Speaker Dock • Audio input jack and cable • Removable wireless Speakers – Individual Volume Controls – Built-in 6 hour rechargeable batteries • Includes Remote SKU# 400-0285
  150. 150. Attaching to Music Players iPhone/iPod Rapid Charger • Retractable 30-pin charger • USB port for other device • Folding Prongs – SKU# 120-0636
  151. 151. Computers
  152. 152. Attaching to Computers 4 Port USB 2.0 1.3MP Webcams Travel Hubs • Crisp image quality • Retractable Cable • Built-in Mic • USB Bus-powered • Plug and play • Perfect attach for Netbooks • Notebook or Desktop – SKU# 26-1535 Grey – SKU# 25-1176 Grey – SKU# 26-1536 Red – SKU# 25-1178 Red – SKU# 26-1537 Blue – SKU# 25-1177 Blue
  153. 153. Attaching to Computers • Projects an image up to 50” • VGA and A/V Connections – Playback off of many devices: 1.75” • Computer • Portable DVD • Game Console 3.0” 3.5” • iPod with A/V cable SKU# 250-1198 Micro Projector 3.5"L x 3"W x 1.75"H • Launches near Black Friday
  154. 154. Attaching To Computers CA Software • Anti-virus, internet security, PC tune- up and more! • Available for notebooks or netbooks • Attach to EVERY computer sale – do not let customers leave their computer unprotected! • “Free with computer purchase” offer returns in Q4 – Attach to EVERY computer sale!
  155. 155. A / V Products
  156. 156. Attaching to A / V Products AUVIO HDMI Cables AUVIO Surge Protection • 11 outlets / 3150 joules • Continuous Shielding • $250K connected guarantee • Easy-Grip Connectors • Child safety covers • Optiflex™ Technology • 4 outlets with large adapter • Featuring new lengths: 3 foot, 6 foot, spacing 12 foot, 20 foot • Minimizes standby power draw • Competitive Retails: Starting at $34.99
  157. 157. Attaching to A / V Products • LEVEL MOUNTS by Elexa – New line of mounts replacing Omni-Mount – Includes built-in level and studfinder – Online tutorials for customers and 24/7 customer phone support (English and Spanish) – Key product features right on box for easy sales presentation
  158. 158. ATTACHING JOB AID • Monster will be providing each store with 10 sets of attaching job aids that focus on A/V, Power, and more. • These will arrive in late October as part of a POP Kit.
  159. 159. Team Take-Aways • Attaching isn’t a one-time activity, it’s a key part of every sales presentation. Associates need to practice this behavior until it becomes habit. • Role plays are great ways to help Associates get comfortable with discussing accessories. • Have fun as you train – make a game out of attach – see which team member can come up with the most attach suggestions for an end product!

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