How i-stores connect with customers and close a sale...

1. Apple Customer Experience

2. Connect Discover Show Close

3. Connect: Build Rapport
• Approachable
• positioning, open body language, appearance
• Confidence
• product knowledge, know your resources!
• Authenticity
• Find an opening that comes naturally, share personal stories

4. Connect: Build Rapport
• Approachable
• positioning, open body language, appearance
• Confidence
• product knowledge, know your resources!
• Authenticity
• Find an opening that comes naturally, share personal stories

5. Connect Questions
• What brings you in today?
• Is this your first time in Jump+
• I see you’re looking at... have you discovered?

6. Discovery
Needs (Specs) Wants (Features) Values (Benefits)
• RAM
• GB
• Size
Technical Connection
• Longevity
• Performance
• Quality
• Status
• Security
• Speed
Intellectual Connection
• Save time
• Save money
• easier
• peace of mind
• feel good
Emotional/Core connection
What does it do?What does it do? What does it do for me???
Discovery of needs, wants and values allows for the successful positioning of a
solution
Discovery of needs, wants and values allows for the successful positioning of a
solution
Discovery of needs, wants and values allows for the successful positioning of a
solution

7. Three Main Customer Categories
New to Apple Owns Apple Upgrader
• Hesitant/fearful
• Needs emotional
connection & reassurance
• Longer sales cycle?
Emotional Connection
• Established previous
experience
• Needs to know that
transferring to new product
will relate to his existing
learning curve
Intellectual Connection
• Thinks he knows better
what he wants/needs
• HIgher product
knowledge expectations
• May need reassurance
that it is “worth” it to
upgrade
Technical connection
What stage of the Apple relationship a customer is at will help establish needsWhat stage of the Apple relationship a customer is at will help establish needsWhat stage of the Apple relationship a customer is at will help establish needs

8. Discovery Tips
• Ask open ended questions
• Tell me about...
• How do you use...
• What do you like about ...
• Don’t assume you have the solution: discover “hidden
needs” customer is not aware of
• Stop and review: Did you really discover needs, wants
& values?

9. Demo: Show the Solution
• RCER approach to needs - leads to proper solution
• Restate
• Clarify
• Explore further
• Respond
• Lead to Demo
• Let client know you are about to show him/take a test drive
• Overcome Objections
• make sure demo addresses overt and covert needs

10. Close
• Assess: Is customer ready to buy?
• Have I answered your questions, or can I show you something
else?
• Ask for the Sale
• Are you ready to take one home today?
• Do you want to look at some accessories while I get you one?
• If not ready, invite back for another demo (another
family member needed for emotional/financial
approval?)

11. Close
• Extend relationship beyond the current sale
• give business card or email
• invite back for personal trainer
• email with feedback
• call a few months later with updates, offer Apple care