Protection Agreements: Planting The Seed And Discovery Questions
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Below are questions pertaining to planting the seed of Protection Agreements and Discovery Questions. Select the best answer for each question
- 1.The purpose of planting the seed of protection agreements is to enable associates to present more PA features and benefits. It allows customers to make a more informed purchasing decision.
- A.
True
- B.
False
- 2.What are the advantages of Planting the Seed when it comes to selling Protection Agreements? (select all that apply)
- A.
Planting the Seed assists associates with being able to present at the product and not at checkout
- B.
Helps spark customers' interest
- C.
Creates awareness of Sears services before going into all the details
- D.
Allows you to build a pyramid of features and benefits throughout the sale
- 3.One of the Discovery Questions we ask should be: "Who will be maintaining this unit for you?" After the customer's response, we should respond with: " I ask because regular maintenance is recommended by the manufacturer for keeping your unit working in peak condition over time. Which feature should "best" be presented with this discovery question?
- A.
10,000 Trained Professional Technicians
- B.
Rapid Resolution
- C.
Discount on Non-Covered Repairs
- D.
Annual Preventive Maintenance Check
- 4.If a customer is not covered under a Master Protection Agreement, what is the minimum amount the customer will have to pay to send a technician out to their home? (Keep in mind, the customers also have to pay for the cost of parts if product is not covered under a MPA)
- A.
$99
- B.
$129
- C.
$110
- D.
$79
- 5.If effectively positioning MPAs by "planting the seed" and asking "appropriate discovery questions", will earn you money and cover your expenses such as a cell phone bill, electric bill, water bill, groceries, gas in your car, etc, would you put forth your best effort and make sure that you effectively position a protection agreement on every eligible product?
- A.
Definitely
- B.
No Way... I do not want to earn any extra money
- C.
It depends on if I feel like living paycheck to paycheck
- 6.Which phrase best positions the MPA to the customer?
- A.
Would you like to add add a Protection Agreement on your refrigerator?
- B.
You probably should add the Protection Agreement on your refrigerator...
- C.
I would highly recommend the Master Protection Agreement with your refrigerator...
- D.
Do you think you might want to add a Protection Agreement onto you refrigerator?
- 7.The purpose of discovery questions are to learn who will be using the product, how they plan to use the product, how often the product be used, where the product be used, what type of features the customer is looking for and why those features are important
- A.
True
- B.
False
- 8.Which one of these questions is not an appropriate discovery question?
- A.
How often will you be using your washer?
- B.
How did you tear up your washer?
- C.
What happened to your last washer?
- D.
Who will be in charge of repairing your washer?
- 9.Scenario: Customer calls in to check closeout prices on dishwashers. You check stock and find a dishwasher that interests the customer. The customer decides to purchase the dishwasher. Its now time to present the customer with a PA. What should you do?
- A.
Assume that the customer does not want a protection agreement since he/she called to purchase a closeout
- B.
Show the customer how adding a protection agreement to the discounted product will be less than purchasing a new unit
- C.
Wait and see if the customer will say anything about a protection agreement-- if not, proceed to checkout
- D.
Mention the Protection Agreement because you are supposed to present it
- 10.Fll in the Blank: Discovery Questions are opened ended questions that begin with: Who, What, ________, Where, Why, and How?
- A.
When
- B.
Do
- C.
Could
- D.
Would
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