Servant Hearted Selling

Servant hearted selling techniques

Asking the Right Questions (See ‘Lifestyle & Quarterbacking Questions’’ Powerpoint)

1. Do you want a line or no line?

2. Do you want them to go dark in the sun?

3. Do you want scratch protection on them? ...That gives them a 1yr warranty. 

4. Inform customer about Poly vs Hi Index and recommend Hi Index if in stock

Floor Leadership 101 (See ‘Floor Leadership & Quarterbacking Your Store’ Google doc)

Customer Service is our Priority

We demonstrate genuine care, consideration, and kindness in every interaction. 

We demonstrate professionalism and intent to provide exceptional care and service. 

Labor resources are prioritized to the retail floor when necessary to ensure excellent customer service. 

The customer is the priority.

When we show genuine care and concern for our people, and make our work atmosphere fun, pleasant, and enjoyable, our people will radiate this kind of culture to their customers. 

You are the Expert

Ask lifestyle questions to understand the customer’s lifestyle/needs and how best to address their specific lifestyle/needs.

1. What do you do for work?

2. Do you work with computers or multiple screens?

3. Any issues driving at night? Glare issues?

4. Do you have good sunglasses to wear on sunny days or when driving during daylight hours?

5. Any hobbies? Piano?

6. Big outdoors person?

Consider the Rx and offer the customer what is best for them.

Make professional recommendations.

We must properly analyze frame fit and Rx and point out when a frame is not a good fit for the customer or their Rx. 

Demonstrate a confident demeanor in your skills, knowledge, and recommendations. 

The reason we sell to a customer. (Why do we do it this way)

The more consistent we can be in combining  'lifestyle selling' and asking the right questions in every customer interaction, the more Win-Win scenarios we can create for our customer, our teams, and SVE as a whole.

When the two concepts of ‘Lifestyle Selling’ and ‘Quarterbacking Questions’ are combined 100% of the time, you will see the highest AVG$, the most multi-pair transactions, and customer who have had the best experience working with a professional and skilled optician who was able to tie solutions to individual needs and make recommendations for items they didn't even realize were available to them. 

The more consistent we become in executing these concepts with excellence, the more SVE is able to give back to local communities and around the world. As SVE thrives and grows, we are able to create more opportunities for our employees throughout our organization and positively impact more people along the way. 

Why it benefits the customer

Customer prefer to work with an expert in their field who demonstrates they are willing and capable to provide exceptional service and recommendations for what is best for them. 

Every customer deserves the best we have to offer. 

When a customer purchases Photochromic, they gain: 

Blue Light filtration

Broader UV spectrum protection

Relief when the sun is bright

When a customer purchases Anti-Reflective, they gain:

Our highest clarity in SV lenses

Decreased glare and reflections 

A higher level of cosmetic appeal

Increased light transmission

When a customer purchases Hi Index, they gain:

Our highest clarity in multifocal lenses

Perceived wider field of vision

Our thinnest and lightest lens

Tips

Keep it simple and consistent

Simple is fast & efficient and customers appreciate this

Consistency gives you the statistical advantage

If 50% of the time the answer is yes, but you only ask every other time, your result will be 25% vs the potential of 50%

How you ask a question or make a recommendation has a big impact on the response you will get. If you ask in a way that insinuates that you don’t think someone would or should say yes, then the answer is more likely to be no. When you ask or make a recommendation in a way that insinuates that you believe in something or are confident that the customer should take your recommendation, the answer is more likely to be yes. 

Don’t base your customer’s budget off your own and don’t make a judgment about what you think someone can afford, always offer every customer all the options and the best options. You will be regularly pleasantly surprised.