Presentation Transcript

1. EnduraStepSL4000By Good Feet®

2. EnduraStepSL4000By Good Feet®INTRO The SL4000 Support Good Feet arch support product offering made for Steiner Leisure. Sold on over 100 cruise ships in the US and Internationally. Passengers are introduced to the GF SL4000 support thru educational seminars and stretching classes designed around “Walking in Comfort”, “Relieving Back Pain” and “Powerful Posture” These programs are given when cruise passengers visit the Spa/Gym area of the ship. All cruise ship personnel are Certified Personal Trainers and are trained how to fit the SL4000.
3. EnduraStepSL4000By Good Feet®CULTIVATING NEW CUSTOMERS Do you or your staff consider the SL4000 calls or visits an inconvenience? A customer is a customer regardless of where they purchased our product. Welcoming attitudes and great customer service can build lasting relationships, repeat business as well as positive brand recognition. Any new customer becomes an opportunity for a referral source.
4. EnduraStepSL4000By Good Feet®EMBRACING A CRUISE SHIP CUSTOMER AS A GOOD FEET STORE CUSTOMER Never talk negative about the SL4000 or refer to this GF arch support as an “inferior product”. When doing so you’re basically telling them that Good Feet sells inferior products. Why would they then want to buy any other Good Feet products? Share with your new customer that the SL4000 is a great introductory or companion support that works in conjunction with our 3-Step System. Demonstrate the different support levels and explain how the SL4000 is a more accommodating/flexible support that gives immediate comfort and allows quick acclimation which is helpful while enjoying a cruise or excursions. Let customers know our in-store sales associates are Good Feet certified and that our team is trained to take their GF experience to a whole new level.
5. EnduraStepSL4000By Good Feet®OVERCOMING SL4000 OBJECTIONS Nearly every store has had customers who say they’ve been given false or misleading info or customers who skew the info they’ve received, claiming it was from other Good Feet stores. If the customer says they were told the SL4000 has a lifetime warranty, simply tell them: “We are here to help you in every way that we can”. We understand that you may have understood the policy differently, however the Cruise Ship product is not warrantied. Here is the packaging showing “No warranty” Introduce similar products that do have a lifetime warranty (this is a plus for Good Feet as we offer something additional that’s helpful for customers) Reassure the customer that if they have additional concerns or questions they can contact corporate or you can call corporate right then, from the store, to discuss.
6. Good Feet makes no warranties, express or implied, and specifically disclaims any warranty of merchantability. This product is sold as is. All sales are final.
7. EnduraStepSL4000By Good Feet®CUSTOMER VISITS & CALLS Scenario: A customer comes into your store with an SL4000 package: Opening: “Hello, welcome to Good Feet. I see you have purchased a GF support on a cruise. Come on over and have a seat and tell me what brought you into Good Feet today.” Ask if they like the SL4000 support If they do and would like to purchase another one, let the customer know about the special order/drop ship availability program for ordering another SL4000 Still continue your presentation as part of a great customer service experience: Ask a few questions, take a foot print / TopoScan in order to determine which of our supports will work best. In addition, let them know that GF manufactures over 20 different styles of supports, many that are similar to the SL4000 as well as unique supports to fit every shoe style, lifestyle and activity.
8. EnduraStepSL4000By Good Feet®CUSTOMER VISITS & CALLS (cont.) If the customer makes an objection that they were hoping to get the SL4000 support same day: Let them know their order can be processed quickly for the drop ship option or Tell them that you understand and while the SL4000 is a great introductory support you’d like them to at least try a few in-store supports that they could leave with same day. If the customer asks how much the supports cost: “That is a great question. The fitting and demonstration are absolutely free. Our supports range from $59 to $300 and everywhere in between. Most importantly we want to get you properly fit and then you can tell me which types of supports suit you and your activities best.” Then go into normal 3-step selling process
9. EnduraStepSL4000By Good Feet®HOW TO HANDLE AN UNHAPPY SL4000 CUSTOMER If the customer comes in to store with an SL4000 support and they are unhappy with their purchase, treat them the same way you would if they were unhappy with an in-store purchase. “I’m sorry to hear that” Let’s have you come sit down and see what’s going on? Sometimes simply checking or adjusting the size or rigidity level of the support makes a huge difference.” Give them great Good Feet customer service treatment. If sizing is correct Go over the shoes they wear, how they’re wearing the support. Present new shoes to try with their support. Introduce other Good Feet supports. If the customer is in an incorrect size fit them in a more accurate size of Good Feet Flex supports to see how they feel. Then special order the correct size for them. Always offer them several different options that can generate a sale for you. Offer to “trade-in” their support into a Lifetime Warranty support. Offer them a discount. Remember: They’re now a new Good Feet customer.
10. EnduraStepSL4000By Good Feet®SL4000 PHONE ETIQUETTE If the customer calls and states that they have purchased a Good Feet Support on a Cruise Ship and they would like to buy another support: Tell them about the Special Order/Drop Ship program (don’t forget to get the correct size) Invite them into the store for a personal fitting, consultation and/or size check If the customer asks how much any of our other Good Feet supports cost: Let them know our custom fitting and demonstration process are absolutely free. As for our support prices, they range anywhere from $59 - $300 depending on style and the level of support. Ask if you can make an appointment for them or give them directions to your store. If they say they will come in don’t forget to remind them to bring a few pair of their favorite shoes so that you can ensure you get them comfortable in a variety of shoe styles.
11. EnduraStepSL4000By Good Feet®SL4000 SPECIAL ORDER/DROP SHIP PROGRAM The Good Feet FSC offers a Special Order program that allows the cruise ship customer to receive the product they want and ensure you get compensated for your effort. Please review the special order form and details on the GoodFeetCentral.com intranet site.