Creating Creating CustomersCustomers

‘Winning on the Sales Floor’

Dustin Faulkner

Divisional Sales Manager - Western Operations

What’s Our GOAL for Today?

Where’s our GAP for the month?

How important is our goal board?

Weekly Customer Delivery Goals20 Customer D’s – Minimum30 Customer D’s – Standard

40 Customer D’s - Goal

?

Greet the Customer!Greet the Customer!‘Welcome to ?…How are you today!’‘Welcome to ?…How are you today!’  

STOP! STOP! What you’re doing when your customer walks through the door and What you’re doing when your customer walks through the door and ‘Greet’ them as your walking through the showroom to meet them! This is ‘Greet’ them as your walking through the showroom to meet them! This is the most important step to successfully closing your sales!the most important step to successfully closing your sales!The customer is the ONLY thing that matters right now!The customer is the ONLY thing that matters right now!  

3 Minutes!3 Minutes!You want to spend the next 3 minutes with your customer! These 3 You want to spend the next 3 minutes with your customer! These 3 minutes are critical! This is where you set the tone for the rest of this minutes are critical! This is where you set the tone for the rest of this sale! Introduce yourself! ‘You only get 1 chance to make a first sale! Introduce yourself! ‘You only get 1 chance to make a first impression!’impression!’  

Ice Breakers:Ice Breakers:1) How do you like this weather?1) How do you like this weather? 2) Wait till you see our ‘Hot’ items of the day!2) Wait till you see our ‘Hot’ items of the day!3) How did you hear about ?3) How did you hear about ? 4) Did you see news this morning? 4) Did you see news this morning?5) Have you seen our specials! (Advo)5) Have you seen our specials! (Advo) 6) Your just in time..The next tour starts now!6) Your just in time..The next tour starts now!7) Are you Familiar with ?7) Are you Familiar with ? 8) Have you been to a ? before?8) Have you been to a ? before?

Why ? is a great way to own! 

Now is your opportunity to let your customer know why ? is a great way to own incredible name brand products! 

Explain the 12 month ProgramThey can own our name brand products in as little as 12 months! We also offer 18 and 24 month programs based on their needs! How do we derive at cash & carry price, power packages, ect. ? 

Explain the Low Price GuaranteeAaron’s gives you a low price guarantee. This means that if you find identical products that we carry advertised either retail or lease total cost to own we will meet or beat that price or give the customer $100! 

The ‘Aaron’s Benefits’ to the customer:* No deposit or processing fee’s! * Early payout!/90 days same as cash!* No Credit Needed! * Service the entire time your leasing!* Absolutely NO hidden charges! * Free Delivery and Set up! 

“I Have Exactly What You’re Looking For!”    Remember…It doesn’t matter what product your customer is interested in, we

have many different models, sizes, and price ranges in all product categories in your store! Give them the product ‘Tour’!

Example: Customer –“Hi, I saw your ad and I’m interested in the 52” HDTV for 149.99!” SM/CSR – “Great, That’s just one of my specials! Let me show you even more!

The customer may have been drawn into your store by the $149.99 HDTV, but, they have no idea about all the OTHER savings you have to offer!

Explain at least 3 ‘Features & Benefits’ of each product you show!

Examples: F: Gallon Storage in the door. B: Easy access for the kids to reach the

milk. F: Variable Audio Output B: You can hook your stereo right to the TV! F: Zippered cushion covers B: You can machine wash the covers!

* Pre-Leased Merchandise *

Selling ‘Pre-leased’…- vs -…Selling ‘Savings’?

How do you present/display your pre-leased? Starbursts - Balloons - Today’s Special?

Creating ‘Packages’ to create more value?

Create a greater value to the customer!

Is my ‘Pre-leased’ product on my floor priced right?

Pre-Leased Price Chart!Computer Pricing?

“ Closing the Sale is Easy!At this point your customer should be as excited as you are about the

product they want or need for their home! Let’s ‘Close the Sale!’ Asking for the Sale:

A) ‘Your right Miss Smith, that’s a great picture on the 55”! What day did you want

that delivered?’

B) ‘Yes, I have the washer in white! Do you want me to type that up Monthly or

Semi-Monthly?

Over Coming Objections:

A) ‘You need to talk to your wife…I’ve got a better idea! Let’s surprise her!

B) ‘You don’t get paid until Friday…Not a problem! I’ll get everything ready and my

GM will arrange for a COD on delivery for Friday!’

C) ‘Your not sure that’s the screen size you want?...Let’s try it out! Remember,

there’s no long term obligation! Try it before you buy it!Re-Close: After over coming objections

If you feel your losing the sale at ANY point - TO(Turn Over) the customer!