E D I U G G N I N I A R THE T

THE TR A INING GUIDE Let Smile Be Your Trainer!

Copyright © 2013 by Kirt Manecke Other than using this as support to the book Smile: Sell More with Amazing Customer Service, no part of this book may be reproduced, stored in a retrieval system, or transmitted by any means, electronic, mechanical, photocopying, recording, or otherwise, without written permission from the publisher. Published by Solid Press, LLC To order Smile: Sell More with Amazing Customer Service please visit www.SmiletheBook.com.

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INTRODUCTION

This training guide will help you and your employees apply the techniques in Smile to quickly improve customer service and increase sales. Use the following exercises during meetings, one-on-one training, in role playing, and in informal staff sessions to give your employees the opportunity to practice customer service and sales techniques before they hit the sales floor. Each employee should have their own copy of Smile for reference.

CONTENTS EXERC IS E 1 :

Customer Service and Sales Checkup . . . . . . . . . . . . 1

W O RKS H EET F O R EXERCIS E 1:

Customer Service and Sales Checkup . . . . . . . . . . . . . . . . . . . . . . . . . 2 EXERC IS E 2 :

Role Play. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Where to Find in the Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 W O RKS H EET F O R EXERCIS E 2:

Role Play. . . . . . . . . . . . . . . . . . . . . 5

EXERC IS E 3 :

Make it Real. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

EXERC IS E 4 :

Be a Mystery Shopper. . . . . . . . . . . . . . . . . . . . . . . . . . . 6

EXERC IS E 5 :

Make It Stick . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

EXERC IS E 6 :

Book Discussion. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

EXERCISE 1

CUSTOMER SERVICE AND SALES CHECKUP Here’s a fun way for you and your employees to rate your current customer service and sales skills. Take the following quiz BEFORE you start reading Smile. After you finish the book take this quiz again to see how your customer service and sales skills have improved. 1. Copy the “Customer Service and Sales Checkup” worksheet on next page. 2. Hand out the worksheet to each of your staff. 3. Have each of your staff fill out the worksheet. Fill out one for yourself as well. 4. Have each of your staff add up their total score and add up your own as well

according to the ratings below. Refer to the box below to see how well you did. 5. Gather staff and share results.

R AT E YO U RS EL F

CUSTOMER SERVICE AND SALES RATINGS SCORE 1-20: Poor. Your performance is not acceptable. 21-30: Below Average. You need to take drastic steps to improve right now. 31-40: Average. In general you understand the concepts but still have work to do. 41-45: Good. Stay focused and keep studying. 46-49: Very good. You are almost at the highest level. 50: Excellent. You are to be commended for your stellar performance!

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WORKSHEET FOR EXERCISE 1

CUSTOMER SERVICE AND SALES CHECKUP Here’s a fun way to rate your current customer service and sales skills. Take the following quiz BEFORE you start reading Smile. After you finish the book take this quiz again to see how your customer service and sales skills have improved. On a scale from 1-5 (1=Never, 2=Rarely, 3=Sometimes, 4=Often, 5=Always) how would you rate yourself on each of the 10 customer service principles? 1. I smile when I greet or talk with customers. 2. I greet my customers and engage them in an initial short, friendly conversation. 3. I make good eye contact. 4. I’m enthusiastic. 5. I explain features but stress the benefits of my product or service. 6. I suggest complimentary products or services. 7. I provide only product or service information pertinent to the client. 8. I’m cheerful when a customer is returning a product or cancelling a service. 9. If I don’t know the answer to a customer’s question I say “That’s a great question. I don’t know the answer, but I’ll find out and get back to you as soon as possible.” 10. I go the extra mile whenever possible to make it easy for customers to buy. Add up your score. T OTAL

R AT E YO U RS EL F

CUSTOMER SERVICE AND SALES RATINGS SCORE 1-20: Poor. Your performance is not acceptable. 21-30: Below Average. You need to take drastic steps to improve right now. 31-40: Average. In general you understand the concepts but still have work to do. 41-45: Good. Stay focused and keep studying. 46-49: Very good. You are almost at the highest level. 50: Excellent. You are to be commended for your stellar performance!

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EXERCISE 2

ROLE PLAY Role playing allows your team to apply methods in Smile in real world situations and practice them before interacting with customers. Role playing helps employees see things from a customer’s viewpoint and advances your objective of making excellent customer service “business as usual.” In this exercise employees will take turns playing the part of the employee and the part of the customer. To prepare for this exercise, go to the worksheet on page 5. Cut out the different customer scenarios and put them into a hat. For your reference, the customer scenarios are listed on this page. 1. Divide staff into pairs or small groups. Each employee should have their own

copy of Smile for reference. 2. Each pair will draw a customer scenario from the hat. 3. First, demonstrate the wrong way to interact with customers. 4. Next, demonstrate the right way to interact with customers following the methods

in Smile. 5. Take a few minutes to discuss each role play with audience members by identifying

the techniques from Smile used in their role play after each presentation.

CUSTOMER SCENARIOS 1. A client walks into your business. There are no other clients present. What do you do next? 2. A customer walks into your business. You are the only staff person on duty and you are helping another customer. What should you do? 3. You are working your business trade show or event booth and a prospect approaches. What happens next? 4. A customer calls your business. How do you answer? 5. A customer brings up an objection to your product or service. Demonstrate how you would answer. 6. A customer asks you a question. You don’t know the answer. How do you respond? 7. A customer asks you a question either via social media, email or phone. How do you respond? 8. A customer is unhappy. She is cancelling her service contract with you or returning a product. How do you respond? 9. Your customer makes a reasonable request. It’s not something you normally do. What would you do? 10. A customer asks you for a product or service you do not carry or are not able to get for them. How would you respond?

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E X E R CIS E 2

WHERE TO FIND IN THE BOOK hese examples from the book correspond to customer scenarios 1–10 on page 3 T of The Training Guide: 1. Smile, p. 12 2. Acknowledge New Customers — Even When You’re Busy, p. 19 3. Your Body Speaks, p. 33 4. Answer the Phone with a Smile, p. 15 5. Answer Objections, p. 60 6. When You Don’t Know the Answer, Ask, p. 86 7. Follow Up, p. 43 8. Handle Returns Graciously, p. 76 9. Make it Easy for Customers to Buy from You, p. 87 10. Put the Customer First, p. 88 Interject new customer service and sales scenarios from the book Smile into your role playing as your training progresses.

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WORKSHEET FOR EXERCISE 2

ROLE PLAY Customer Scenarios: Cut along dotted lines

1. A client walks into your business. There are no other clients present. What do you do next? 2. A customer walks into your business. You are the only staff person on duty and you are helping another customer. What should you do? 3. You are working your business trade show or event booth and a prospect approaches. What happens next? 4. A customer calls your business. How do you answer? 5. A customer brings up an objection to your product or service. Demonstrate how you would answer. 6. A customer asks you a question. You don’t know the answer. How do you respond? 7. A customer asks you a question either via social media, email or phone. How do you respond? 8. A customer is unhappy. She is cancelling her service contract with you or returning a product. How do you respond? 9. Your customer makes a reasonable request. It’s not something you normally do. What would you do? 10. A customer asks you for a product or service you do not carry or are not able to get for them. How would you respond?

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EXERCISE 3

MAKE IT REAL As your staff experiences success using the techniques in Smile, they will make them a regular part of their work. 1. Ask your employees to pick three principles of customer service from Smile to

practice for a week. 2. At the end of the week, have them report back to you with their results.

EXERCISE 4

BE A MYSTERY SHOPPER By observing the customer service mistakes other businesses make, your staff will be encouraged to avoid similar mistakes in your business. ASK YOUR STAFF TO: 1. Visit three businesses in the coming week. These could be places they already do

business, such as grocery stores, department stores and restaurants. They can also be places they do business with on the phone, such as banks, credit card companies and mortgage companies. 2. Observe and record one “glow” and one “grow” at each business. • A “glow” is where the business shines in customer service.

• A “grow” is something they could do better. 3. Report back to the group at your next meeting. Also discuss how techniques from

Smile were used or could be used.

EXERCISE 5

MAKE IT STICK As much of the content in Smile may be new to staff, ongoing training is critical to keep morale high and to instill confidence. As time goes on we tend to forget and revert back to old habits. Consistent monthly or weekly training provides continuous education to ensure staff is at their best. 1. Take a few minutes each month to review Smile so the best practices presented in

the book become habit. This will keep you and your staff sharp — and keep your customers delighted!

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EXERCISE 6

BOOK DISCUSSION Conduct this exercise after your staff reads Smile and have used the techniques in your business. Ask your staff the following questions and discuss their answers. 1. What is the most important lesson or technique you learned from Smile?

2. How have customers responded?

3. How has Smile helped your sales?

4. Do you feel more comfortable and confident about customer service and sales after

reading Smile?

5. What are the “6 Ps” described in Smile?

6. What did you think of the role playing exercises? In what ways were they helpful?

7. What do you like best about Smile?

8. Are there additional strategies you would like to learn?

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FREE CUSTOMER SERVICE AND SALES TIPS EMAIL FROM KIRT MANECKE

I hope you find this guide valuable to help you get even more out of your investment in Smile. To receive timely customer service and sales tips throughout the year, sign up for Kirt’s email tips at www.SmiletheBook.com. If you have training ideas or suggestions to add to this guide, I’d love to hear them! Please contact me at [email protected]. Thank you!

REPRODUCIBLE FOR YOUR BUSINESS USE ONLY

Copyright © 2013 by Kirt Manecke. All rights reserved. Smile: Sell More with Amazing Customer Service The Essential 60-Minute Crash Course PO Box 145 • Milford, MI 48381 • 248-685-0483

www.SmiletheBook.com

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