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HP Restricted
2003 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
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Do not make offers unless the issue the customer called for is resolved!
Increase revenue.
HP Restricted / RevGen Training
October 2006
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Silent Moments can be turned into a GOLDEN OPPORTUNITY for the customer and for HP!
HOW?
Use these moments of silence to:
Help your customers learn how they can enhance their experience with their HP product Upsell/Cross-sell products and services to create revenue for HP
October 2006 HP Restricted / RevGen Training
You become a consultant or Trusted Advisor to your customer Enhances your skill set / career opportunities
October 2006 HP Restricted / RevGen Training
5 Steps to Cross-Selling
OK, that still sounds good. But tell me
HOW do I upsell?
By using a simple 5-step process 1. 2. 3. 4. 5.
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Build Rapport Do a Needs Assessment Make an offer Handle Objections Close the sale
5 Steps to Cross-Selling
5 Steps to Cross Selling
1. Build Rapport 2. Needs Assessment
Skill
Show Interest, touch the human element
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The more you practice the 5 steps of cross-selling, the more natural they will become. Eventually, these 5 steps will become a natural part of handling a support call.
October 2006 HP Restricted / RevGen Training
1. Rapport
What is it? A feeling that you are close to someone. You relate on some level.
What could Think of several comments to build rapport. you say to build Then move to the next slide for some additional suggestions. rapport?
October 2006 HP Restricted / RevGen Training
2. Needs Assessment
What is it? Exploring the customers needs or interests. The idea is to be able to identify a product or service the customer might be interested in.
How do I do a 1. Listen actively for clues. needs 2. Ask questions to gain information. assessment? 3. Probe. 4. Practice these during the entire call.
Scenario The customer said they are unhappy with their HP product. E.g. My camera doesnt take enough pictures.
How do you Think of several responses to get more get more information and understand their needs. information? Then move to the next slide for some additional
suggestions.
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Has that been a problem for you? (find out what they like/dont like) You mentioned you dont care for your HP camera? Would you mind telling me why? (possible opportunity for more memory, carrying case, other accessories) Do you print your own pictures? (this could lead to opportunities to sell photo cartridges,
paper or even a printer.)
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Has that been a problem for you? (find out what they like/dont like) You mentioned you dont care for your HP computer/printer? Would you mind telling me why? (possible opportunity for more memory, storage or other accessories) Do you have a printer? (this could lead to opportunities to sell cartridges, paper or even a
printer.)
How did you decide on your HP _____? (this could lead to information to help you
understand what they are trying to do with their product.)
What types of things are you trying to print/scan/copy? (this could lead to
information to help you understand what they are trying to do with their product.)
What are you trying to accomplish? Are there any features you need? Tell me about your business. What other products are you looking at (or considering purchasing)?
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We can get that for you right now. Would you like to speak to someone to place the order?
We carry all different types of paper and supplies for printing your own stationery. If I understood you correctly, it sounds like you might want to hear about our
move to the next slide for additional suggestions.
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Handling Objections
What is an objection? A customer concern that stops them from moving forward to accept the product or service that you have offered.
How do I handle 1. Listen closely and restate the issue to make sure an objection? you understand the concern. 2. Determine if maybe they just may need more information. 3. Ask questions to make the right offer. 4. Show empathy, emphasize the value of the product or service.
Scenario The customer tells you he wants to think about your offer.
Respond to the Think of several ways to respond to an objection. concern or Then move to the next slide for some additional objection. suggestions.
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I understand. Many of my customers are not used to purchasing ink supplies online or on the phone. But since you do not pay shipping charges, and it can actually save you the time of going to the store, its a win-win for the customer.
You mentioned that you depend on being able to print at a moments notice. Think of how good you will feel knowing that your product is covered even after the original warranty expires.
That extra memory is going to help with the slow response time you have 17 October 2006 HP Restricted / RevGen Training
Scenario
Practice closing Think of several ways to respond to an objection. the up-sell. Then move to the next slide for some additional suggestions.
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All we have to do to get your warranty extended is to . Thanks so much for doing business with HP. You will be happy knowing that your product is covered for another year. I think this new printer is going to exceed your expectations. Thanks for shopping with us at HP. I believe you made a great choice. This additional memory is going to speed things up considerably for you. Would you like to order an additional 8 mb or max out your system with 16 mb more? OK, here is what we need to do in order for you to.
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Remember: The more you practice the 5 steps of cross-selling, the more natural they become. Practice these steps with every call. Customers will benefit! Before long, this process will become a natural part of handling a customer call. You will be on your way to becoming a Trusted Advisor to your customers!
HP Restricted / RevGen Training
2.
Do a Needs Assessment
3.
Make an offer
4.
Handle Objections
5.
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