0
Apple Customer Experience
Connect Discover Show Close
Connect: Build Rapport
• Approachable
• positioning, open body language, appearance
• Confidence
• product knowledge, know ...
Connect: Build Rapport
• Approachable
• positioning, open body language, appearance
• Confidence
• product knowledge, know ...
Connect Questions
• What brings you in today?
• Is this your first time in Jump+
• I see you’re looking at... have you disc...
Discovery
Needs (Specs) Wants (Features) Values (Benefits)
• RAM
• GB
• Size
Technical Connection
• Longevity
• Performance...
Three Main Customer Categories
New to Apple Owns Apple Upgrader
• Hesitant/fearful
• Needs emotional
connection & reassura...
Discovery Tips
• Ask open ended questions
• Tell me about...
• How do you use...
• What do you like about ...
• Don’t assu...
Demo: Show the Solution
• RCER approach to needs - leads to proper solution
• Restate
• Clarify
• Explore further
• Respon...
Close
• Assess: Is customer ready to buy?
• Have I answered your questions, or can I show you something
else?
• Ask for th...
Close
• Extend relationship beyond the current sale
• give business card or email
• invite back for personal trainer
• ema...
Upcoming SlideShare
Loading in...5
×

Customer experience - Apple style

269

Published on

How i-stores connect with customers and close a sale...

Published in: Devices & Hardware
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
269
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
8
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Transcript of "Customer experience - Apple style"

  1. 1. Apple Customer Experience
  2. 2. Connect Discover Show Close
  3. 3. Connect: Build Rapport • Approachable • positioning, open body language, appearance • Confidence • product knowledge, know your resources! • Authenticity • Find an opening that comes naturally, share personal stories
  4. 4. Connect: Build Rapport • Approachable • positioning, open body language, appearance • Confidence • product knowledge, know your resources! • Authenticity • Find an opening that comes naturally, share personal stories
  5. 5. Connect Questions • What brings you in today? • Is this your first time in Jump+ • I see you’re looking at... have you discovered?
  6. 6. Discovery Needs (Specs) Wants (Features) Values (Benefits) • RAM • GB • Size Technical Connection • Longevity • Performance • Quality • Status • Security • Speed Intellectual Connection • Save time • Save money • easier • peace of mind • feel good Emotional/Core connection What does it do?What does it do? What does it do for me??? Discovery of needs, wants and values allows for the successful positioning of a solution Discovery of needs, wants and values allows for the successful positioning of a solution Discovery of needs, wants and values allows for the successful positioning of a solution
  7. 7. Three Main Customer Categories New to Apple Owns Apple Upgrader • Hesitant/fearful • Needs emotional connection & reassurance • Longer sales cycle? Emotional Connection • Established previous experience • Needs to know that transferring to new product will relate to his existing learning curve Intellectual Connection • Thinks he knows better what he wants/needs • HIgher product knowledge expectations • May need reassurance that it is “worth” it to upgrade Technical connection What stage of the Apple relationship a customer is at will help establish needsWhat stage of the Apple relationship a customer is at will help establish needsWhat stage of the Apple relationship a customer is at will help establish needs
  8. 8. Discovery Tips • Ask open ended questions • Tell me about... • How do you use... • What do you like about ... • Don’t assume you have the solution: discover “hidden needs” customer is not aware of • Stop and review: Did you really discover needs, wants & values?
  9. 9. Demo: Show the Solution • RCER approach to needs - leads to proper solution • Restate • Clarify • Explore further • Respond • Lead to Demo • Let client know you are about to show him/take a test drive • Overcome Objections • make sure demo addresses overt and covert needs
  10. 10. Close • Assess: Is customer ready to buy? • Have I answered your questions, or can I show you something else? • Ask for the Sale • Are you ready to take one home today? • Do you want to look at some accessories while I get you one? • If not ready, invite back for another demo (another family member needed for emotional/financial approval?)
  11. 11. Close • Extend relationship beyond the current sale • give business card or email • invite back for personal trainer • email with feedback • call a few months later with updates, offer Apple care
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×