the total customer experienc e. welcome!welcome! reality of the of the situation. what is tce?what...

THE TOTAL CUSTOMER EXPERIENC

E

Training Contents• Welcome!• Reality of the Situation.• What is TCE?• Benefits of the TCE.– Application to the Store.

• Role-play & Interactive Conversations.• Review & Next Steps.• Feedback Session.

Reality of the Situation• Most customers are satisfied with

their purchases.– Do they have the complete solution?• Protection Plans, Services, etc.• Accessories / Supplemental Items.

• Enormous Opportunity for Growth.– Simple steps to success.– No radical changes.

• Application of TRUST & EPIC.

Training Goals• Show awareness of opportunities for

growth.– Everyone benefits!• Customers, Associates, & Shareholders.

• Be proficient and knowledgeable in ways to better help our customers.

• Application of on-going TRUST training and strategic shift from Care+.

Why Are We Doing This?• Customer Feedback.– Incomplete solution.– Unhappy shopping experience.

• Associate Feedback.– Unaware of the benefits of doing this.– Not sure how to help the customer outside of

normal practices.• Key Focus Point.– An easy & successful way to sustain

Blue Crew Bucks quarter after quarter.

What is TCE?• A practice to provide customers an

opportunity to purchase more than just the ‘box.’

• A skill that can be easily obtained without learning a new system.

• Benefits everyone involved.• One of the core goals of TRUST.– (Understand Needs / Solve Together)

Explanation of the TCE in Action

• Scenario #1 - Computer Sale– Customer looking for a basic laptop for

their needs.–Want to keep in touch with friends &

family.–May do word processing, spreadsheets,

etc. in the future.– Has 2 computers at home already.– Has kids in the home (ages 4 & 7).– Travels frequently.

Question• What are some of the additional

benefits that a customer can receive from Best Buy that would suit the needs stated?

Sample Solution• Laptop Computer Sale: $500.00– Laptop Bag / Carrying Case: $49.99– Geek Squad ADH Coverage: $229.99– Microsoft Office Home/Student: $129.99– Ask An Agent / Antivirus – 1 yr.: $39.98– Headset for Conversations: $39.99

• Other Items of Interest:– Blank Media (CD/DVD)– Thumb Drives– Mobile Broadband Cards

Explanation of the TCE in Action

• Scenario #2 - Appliances– Customer looking to remodel their

pantry and needs a new washer & drier.– They have several people in the home

and use them very frequently.– Thinking about replacing other small

electrics as well.

Question• What are some of the additional

benefits that a customer can receive from Best Buy that would suit the needs stated?

Sample Solution• Washer / Dryer Combo: $700.00– Geek Squad Black Tie Protection: $200.00– Necessary hook-ups (if applicable): $60.00– Extra Set of Towels: $40.00– Laundry Detergent: $30.00

• Other Items of Interest:– New Coffee Maker, Blender, Slow Cooker.– Other Small Electrics.– Setup & Delivery Services.

Explanation of the TCE in Action

• Scenario #3 – Home Theater– Customer is an avid hockey fan.–Wants to create a Home Entertainment

System in their finished basement.– Loves watching movies.– Busy schedule – no time to set it up.– Low on cash but wants it really bad!–What would you do?

Question• What are some of the additional

benefits that a customer can receive from Best Buy that would suit the needs stated?

Sample Solution• 50” Big Screen TV: $1299.99

– Geek Squad Black Tie Protection: $299.00– Necessary Cables / Power Surge: $200.00– Sony Bravia 1000W System: $299.99– Installation & Setup Included in Example.– Best Buy Credit Card Application / BB MasterCard

Consideration to help with Payments.

• Other Items of Interest:– DVD’s of his favorite movies.– Blu-Ray Player / TIVO Receiver.

Summary of Scenarios• Complete Solutions Are Better!– Customer get everything they need.• Power of Word-of-Mouth Advertising.

– Builds TRUST with you & Best Buy.– Generates additional revenues…• More hours for associates.• Blue Crew Bucks!• The right thing to do.

Impact of TCE ModelScenario Base Product Additional

ItemsComputer

Sale$500.00 $498.98

Appliance Sale

$700.00 $330.00

Home Theater

$1299.99 $799.98

Totals $2499.99 $1628.96

What the TCE Model IS NOT

• Not a way to push unnecessary services, products, or items onto our customers.–Defeats the purpose of TRUST &

EPIC.• Results in lost revenues, unhappy

customers, etc.

Skill Development / Next Steps

• Observations by Supervisors & Management.– Help close gaps and offer feedback to

help you become a better associate.– One-on-One feedback.

• Review training in 4 weeks.– Review of skills, wins, & challenges.– Certification in TCE.

Questions / Feedback?