Videos include: Greeting, Thanking Your Customers and Appearance
1 Pager: VAS Guide
Greeting - This video shows how the power of greeting a customer properly can impact customer satisfaction. After all, your greeting is a customer's first impression and it sets the tone for the overall experience.
Key Video Takeaways:
Per J.D. Power and Associates – Greeting is 1 of 3 key performance indicators that has the greatest effect on customer satisfaction
Need high energy and to greet a customer as if they were a guest walking into your home
Customer should be greeted within 3 seconds of walking into the store
Don’t want to be unenthused, have low energy, seated or not available to greet the customer at all
Thanking Your Customers - This video highlights the power of thanking your customers properly which can impact customer satisfaction and significantly increase the likelihood of a customer returning for future business and/or referring friends and family.
Key Video Takeaways:
Per J.D. Power and Associates – Thanking is 1 of 3 key performance indicators that has the greatest effect on customer satisfaction
Shows appreciation for their business
DO NOT thank from behind the counter; energy level, sincerity and positioning plays an important part
Follow up a thank you with a referral ask
Thank your customer for waiting as well
Appearance - This video discusses the importance of appearance from employee dress code to store merchandising and how it can impact customer satisfaction.
Key Video Takeaways:
Per J.D. Power and Associates – Store and employee appearance is 1 of 3 key performance indicators that has the greatest effect on customer satisfaction
Appearance of a location is completely controllable and the ultimate first impression
Represent the brand with current attire and a name badge is a must - the name badge ALWAYS needs to be on the outside layer
Interior and exterior of store needs to be free and clear of trash, clutter and debris
Make sure windows and doorframes are wiped down
Constantly wipe down “high-touch” areas like the demo phones
Accessory wall needs to be organized, compliant and well stocked
Use latest merch grids to make sure all collateral and merchandise is current
4.0 locations - Channel B television needs to be online and up to date
A list of the Value Added Services (VAS) Boost has to offer with the monthly MRC, compatibility in regards to operating system and network and each is linked to more information on boostmobile.com.
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