TYPES OF SELLING

UPSELLING

Upselling is a category wherein you encourage your cx to make their original purchase better. For, BBW, it could mean offering a larger size for a product or offering multiple quantities of an item.

SAMPLE SCRIPT:

follow the BTSB

***Compliment *** Analyzed needs *** Provide Features *** Assume that Cx would like to place and order

ex.

Ms. smith I can see here that you have a fantastic choice! Actually a lot of our cx are also purchasing this Aromatherapy product. aside from having a long burning time. It also feels like you are pampering yourselves at the spa. Would you like to add more of this item to your shopping cart?

CROSS-CATEGORY SELLING

Cross-Category Selling on the other hand is offering a different product that compliments the original purchase. e.i offering a home fragrance when your customer buys a body care product, etc.

INTRODUCING OTHER FRAGRANCES

Introducing other fragrances mean offering a new scent based on the fragrances categories your cx prefers. this can be useful esp. when we nee to replace an out-of-stocks items

SELLING AT BBW

WHEN DO WE MAKE THAT RECOMMENDATION?

*Completing the set *Accessories and refills *On going Promotions *Offering alternate products for out-of-stock items

STEP BY STEP PROCESS TO BUILD A SHOPPING BAG Step 1: Compliment your cx selections (ex, after verification, if cx mentioned a specific product)

TIPS: immediately after verification if cx order multiple items of particular scents combine compliments with empathy to build rapport can also be a good way to demonstrate product knowledge be genuine and enthusiastic.

Step 2: Analyzed their needs by asking relevant questions (Asking relevant Questions to analyze needs)

Step 3:

Step 3.1: Don't lose your customer-Save that order!

*show empathy *suggest alternative *maximize tools and ask probing questions to analyze needs *leverage the acquired information

Step 3.2 :Leveraging the BBW website to your advantage

Step 4: Close the sale

types of questions:

*how many of this product would you like to purchase w/ me today? *What other products are you interested in buying today? *What products would you like to purchase today?

ASK MORE OF OPEN ENDED QUESTIONS AND RATHER THAN CLOSED.

WHEN NOT TO RECOMMEND?

*Adverse and sensitive calls *supervisor request *the cx is very angry from the onset *when there is no potential resolution *when we provide a resolution for the cx but the cx is not satisfied with it. *even if the cx has had a negative experience or situation, if they are purchasing items or replacing them in a new order, please try to make a connected recommendation

BBW-CUSTOMER EMPATHY v2023 BBW-VOICE ETTIQUETTE v2023