| The last time you went to make a major purchase | | | | associate after introducing herself asked Jill if she |
| you probably had some idea of what you wanted. | | | | could ask her a few questions so she could make a |
| The internet provides us with loads of information on | | | | recommendation that would fit her needs. Jill |
| everything imaginable. So if you have the time to | | | | purchased her computer, all in one printer, USB cord, |
| research everything then you really don't need any | | | | paper and extra ink .The reason for virus protection |
| sales assistance. I hope you don't believe in that | | | | was thoroughly explained and installed. Jill was fully |
| theory as it has disaster written all over it. | | | | operational in short order and had everything she |
| Time is so valuable to many of us that we still desire | | | | needed to support her business. |
| someone to explain the options and features so we | | | | Every customer has somewhat of a different |
| can make a wise decision that fits our needs. The | | | | situation and there are no one size fits all solutions. |
| last thing on my list after a long day is to research a | | | | The only way to ensure your customer is getting |
| product on line. | | | | what they need is to ask questions and understand |
| Let's use an example; Bill read on line about | | | | their unique situation. Bill is probably angry at the |
| computers as he needed one for his business. He | | | | business he shopped at and probably won't return |
| went to a local store and after ten minutes and no | | | | there in the future. Jill is thrilled and will shop at that |
| one waiting on him picked one off the shelf and | | | | business frequently and recommend it to her friends. |
| went home. Initially he was happy with his purchase | | | | Listen to your associates and see how they handle |
| until he realized he still needed accessories to make it | | | | their customers and their needs. If you haven't |
| meet his needs and he wasn't aware he needed virus | | | | trained them to ask questions and listen then they |
| protection. | | | | just might be using the cookie cutter system which is |
| Jill has the same situation but goes to a store that | | | | a no win situation for everyone concerned. |
| has a history of great customer service. The sales | | | | |