Empower Your Business to Convert Leads Into Customers for Communications & Media

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uh who wants to come up next who wants to practice the scenario who wants to uh you know whatever it may be maybe it's a computer uh repair maybe it's a drone repair maybe it's a business account uh maybe it's a smart home installation i know some of us are starting to try to get into the smart home installation too as well um maybe you guys want to come up and just practice it maybe it's you trying to sell a case something as simple as selling a case right uh what are some of the strategies that you should take in order to capture that sale um so hit that little hand raising button coming to the top challenge yourself challenge yourself to be better right to to convert those leads that we work so hard for that we pay so much for into sales options right so let's uh let's put something together here who at the top wants to to do something who would like to practice maybe brett brett maybe you want to do some kind of accessory of uh role-playing maybe uh maybe alex or maybe uh neil would want to do something who would like to uh to do a little role-play who wants to put themselves and challenge themselves today anybody out there nobody's out there is having any stride i know somebody out there lost the sale yesterday and is thinking wow what could i have done better like i know there's people out there that got a phone call or their team members got a phone call and they they weren't able to lock in the sale but they thought they got a hundred percent on that phone call uh but the phone call was really only a sixty 60 um who wants to challenge themselves to come up and and you know sometimes just put yourself out there because we all make mistakes right but in order to to better yourself you have to put yourself into uncomfortable situations and challenge yourself every single day so who would want to challenge themselves about a phone call that was missed um something like that who would want to come up to the top there we go we got what's that there we go yes people we got a bunch of uh what do we call it squatters today just like kind of logged in but are not listening right um all right shane welcome hey welcome tim hey i'll jump in here i don't know how to set it up as a role play but i'll kind of talk to a scenario that happened here in the store and i hope to land the deal out of it beautiful when customers come in a lot of times a lot of times sometimes customers come in and uh we get a lot of stuff where people think they're being i think they're being followed yeah in some cases is true right yeah and uh so you got to be you know it's always a touchy situation you know and and when somebody said they're disclosing their personal situation with you it's a little bit uneasy sometimes but you know i think it's you just kind of listen a lot and and not say as much but a lady came in yesterday and was saying that somebody was following her you know an x this that in the other and she had been trying to get these cameras to work um she had purchased some stuff at the local you know big box store was struggling with it um so kind of when i was listening to her you know i hearing the kind of this scenario is like um you know you want to help her but yet you're reluctant too right but as long and kind of short of it is that i basically turned that into being able to go out but sitting there listening to her understand what she's trying to do she's struggling with she's having trouble with the provider etc turn it into a sale of being able to go out and help these people and do this smart home installation so um that was kind of scenario that we went through in the store sorry i could set it up a little bit better it's a little bit hard but nobody else knows the situation on the other side yeah absolutely um i don't know if we can turn that into something but that's the scenario came up yesterday smart home and we're trying to do more so a lot of times just listening and being concerned and and trying to help these people can turn into a set so absolutely no i love that and and it's important guys that we like we listen to our customers right like i i say this a lot like when you're on when you answer a phone call you need to give that 110 your ears need to be open um even if there's a language barrier there you try to listen as hard as you can because people see that feel that you know they know when when you ask a customer and you're not like they know when you're not listening when you ask them like oh what was that was it an iphone 8 you know what i mean would that you or was it was it a macbook that you you know you got to keep those ears open not that it's wrong to ask it's okay if you you didn't hear it but it's important that you really listen and i love that that you're doing that shane and and and taking the time to really just give them the best experience and you're trying to solve a problem for them that's what we're doing all day long solving problems for our customers and and our clients so yeah yeah and that's a good point because that's really what teamed it up she brought down a windows laptop had an sd card reader that wouldn't work and she was trying to use an sd camera like one of these fun game cams that people use yeah and that would work but we end up selling her like a 20 or 30 dollar connector to so that she could use usb and these cards and so it was just a simple little sale and something simple that we helped her with um but as i sat there and listened to what she was really trying to do what problem was that she was having you know i picked up on this situation and an opportunity to go out and do home security installation set up for so that's clever yeah it's clever definitely you you just said hey what's what's something as simple as like what's the issue that you're having today you know what i mean what you know why do you need an sd card exactly yeah that'll raise a red flag one way or another you know absolutely can i use an sd card why are they using those correctly correct yeah exactly yeah you need an sd card great uh how much memory do you need what are you using it for those are the questions that you would ask so you can go down that to find out exactly what they're needing so then not only are you solving the problem but you're giving them the right solution right which is important so i love that shane that's amazing that's incredible um you know keep keep trying that keep keep doing that actually trying it you're doing it so um and i hope our team and all of our partners are doing the same thing you know trying to solve the problem and ask them why you know it's the same thing on any product that you're trying to sell and solve a problem like you know what kind of case do you want you know why do you want that case to be so bulky heavy duty you know i'm a construction worker whatever it may be asking them uh what they exactly do you know so awesome awesome thank you so much shane um allen came up to the top allen did you want to practice the scenario possibly um absolutely go for it this is always such a great source for information and you know what this is this isn't such a new scenario it happens every year yeah but had a guy come into the store late yesterday afternoon looking for a case for his brand new iphone 13 pro max perfect uh i don't yet stock any of those okay so you know i sat down at the pos system and i logged into techy extra and you know look to see what was available but just what do what do other people do typically when when people are coming in because i mean obviously we can't stock everything yep or every color or you know every design or whatever but uh just kind of wanted to have somebody walk through a scenario where somebody comes in and you know we're trying to get them to let us either drop ship it to them or order it for them and you know how does that conversation go i love that i love that we do we do this i wish nicole was here today because she does this a lot uh part of the techy team but um yeah i like it's looking like you're 100 right i mean we're not going to have everything in stock it's just impossible to to just have everything they like but a lot of times without what i'll do is i'll i want to narrow it down what are you looking for what kind of case do you want you want some heavy duty some thin um you want something that's going to hold your credit card uh you want something that's going to have a stand so you can stand it up i will show them what you have at the store right show them the product that you have and say this is not for your phone but i can get something similar for you uh in no time right so i would have them pick out a case they like and say oh i like that one a lot perfect let me get it for you you already know the price on it you already know what you're paying for it uh so you know what the resale value of it is going to be and say no problem uh let's go ahead and get you situated and as soon as it comes to the door i'll give you a ring and uh and i'll have it for you uh immediately i mean so that's how i handle it i'll show them what i have um at the store if even if it's an iphone 6 case like just you can get that you can find it if even if techie actually doesn't have it i'm sure uh you know one of the online platforms have it right so that's the way i would approach it and i would handle it um maybe that uh kind of gives you a little choice i asked that same question but she does do it literally every time she makes sure every device leaves with upsell the case or yeah or whatnot so what she will do if we don't have it stock will actually go find out why you know get the specifics of what they're really looking for take a picture of the actual case on their phones obviously they don't see if you're on amazon or ebay yep and you know nine times out of ten they take that and she says okay we'll be in two to five days and you know bam you got yourself a upsell obviously you see the price you know where you pay for you add your margins to it yep you're good to go exactly exactly yeah i mean is that is that kind of what you were doing allen or um i mean as a matter of fact the great because you know he wanted a different color and we had a few different colors across different brands yeah and then he wanted a specific type of case and i had that specific type of case for another model so he was able to sort of touch and feel it beautiful and you know unfortunately like what he really liked i i couldn't find it for the 13 pro max so he shows another case that we didn't have in stock for 12 pro max that i learned fits the 13 pro max there you go but you know just preparing for the holiday season especially right trying to do these upsells and then anticipating that you know all these folks are going to be coming in with their brand new 13 pro maxes and they might be coming to my store because their carrier store doesn't have those accessories either exactly and so you know we want to try to be able to take as good care of them as possible i know in the past there's been websites where if you don't log in they'll show you the msrps whereas if you do log in they show you the reseller price um and so i never did it myself but i heard from some other owners who would you know walk over to like a kiosk type station and go to a website like that and browse through it with the customer and decide exactly what they want they see the msrp so they already know what it's going to cost then we go in the back and order it you know from our office computer at the reseller price but at least that way they're able to sort of take ownership of the browsing and feeling like they have a big selection and some options and then they they feel like they make the choice that they want to make as opposed to just choosing for what we have in stock that seems like a nice touch but anything we can do to prolong that conversation to get them to make a decision with us as opposed to walking out the door yeah yeah oh that actually uh brings up i believe you're on the carl uh that's the reason why i came up tim was actually to suggest that techy could have uh non-sign in uh you know here there's the msrp for everything so that we could just scroll on a website format for the customer the other thing i was going to ask sorry about it and alan but was um if we could uh offer direct shipping to customers because sometimes because we're in a transient state over here in florida a lot of times people will be like i'm just swinging by oh well you can't ship it to me well no big deal so if we were able to offer like showing them on techy website i can argue this exact case here's the exact price it's only going to be 2.50 for shipping i'll ship it right to your house um if techie has that ability to do blind shipping that would be really awesome absolutely that's a great question and actually funny that you bring it up because we're actually working on that on a retail side where you can show your customers because obviously we're gonna start carrying a lot of different items too that you might not have in your store expensive drones or whatever it is even cases to where they can place it through your portal you get the payment and we drop shipping straight from uh here to the customer so we'll get it if it's floored obviously next day or whatever it is uh so we're working on that platform as well awesome guys that uh i think we might have rift on that a few weeks ago on a techy talk about the possibility that you know someday soon we might have you know drop shipping capabilities uh whether or not there's a purchase minimum or something like that that would be awesome you know i always kind of for especially for large orders but i always try to find out where what proximity my customers live to the store and i'll even offer to you know just bring it to them personally you know and tell them hey i'm knocked about all the time we do house calls and so i'd be happy to drop this off when it comes in if it's too inconvenient for you to come back to the store um you know every now and then it's customers take that as a nice gesture even if they don't accept the offer they just appreciate your willingness to make it as convenient as possible for them drop shipping is the ultimate um but you know have a couple options bridging the gap it's going to take a while to get that absolutely yeah yeah i mean we're definitely working on it uh we know it's important and uh we definitely love that you guys are coming up and and got the same mindset right same mindset of what we can do to to build more revenue and help our customers out even more you know what i mean so love that guys love that you guys are coming up and talking about this um awesome does anybody have anything else they want to come up maybe a question maybe you you don't want to do an experience or you want to just there's a lot of good things happening guys you know we talked a little bit about networking yesterday wow did i have an incredible networking experience yesterday um and we got some really really good opportunities coming up here um on the buy back side where we can start buying back on our website so we'll keep you guys updated with that too as well so don't forget to go out there and network you never know who you're talking to like we talked about before uh keep an open mind is the biggest thing when it comes to to business i believe so we had while one person actually just asked a quick and they said can you explain the difference between a labor fee um a free diagnosis so yeah absolutely so free diagnosis guys and i know we've talked about this in the past but i just want to bring it up again because i know a lot of us get confused you know free diagnosis is something that's is going to be quick less than 10 minutes that you're going to be able to the device putting hours into it even more than 10 to 20 minutes there comes into play a labor fee right and the time and the effort that we needed to put into it so we just have to make sure that we explain to our customers and our clients that look we do have free diagnosis um but it's time it's time sensitive right if i'm gonna put an hour two hours three hours into this device um you know we do have a labor fee of you know x y and z right 30 bucks is normally what it comes down to so um so you just got to be transparent with the consumer and the customer uh we've talked about this in the past i know and look some people don't even charge the labor for you some people just strictly charge give a free diagnosis no matter what it is if they can fix it or not i'm totally okay with that i love that uh but i know some of us um are kind of on the fence about it so that's when you come across the labor fee so i hope that answers some questions for you guys we appreciate you guys coming up here every single day we see the regulars that are committed to the brand to their store and whatever we can do for you you guys consistently reach out to our team we're here for you with over 30 members here at the corporate level don't hesitate to reach out to them with any questions you may have so thank you guys so much for coming up