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FirmFive: Phase V. Setup
Test Description: This game is designed to help associates master the Solve Phase of the FirmFive Buying Process.
Instructions: Answer all questions to get your test result.
1) The first step in the Setup Phase if the guest buys is to
A
Write up the ticket
B
Show the guest how much he/she will save in total
C
After writing the ticket, review the order to make sure I have the correct customer and product information
D
Go over final pricing with the guest
2) What is the second step of the Setup Phase when the guest buys?
A
Make sure the guest has the correct size
B
Explain that a guest may return his/her product outright
C
Find a good delivery time for the guest
D
Review our guarantees policies and set up the expectation that it takes 60-100 days for the mattress to fully break in
3) Why does the Setup Phase provide us the opportunity to acquire additional guests apart from the one we're closing?
A
If we give the current guest a crazy deal, he/she is sure to tell others about us
B
We have the opportunity to pitch our Refer A Friend program, giving an actual incentive to the guest to send referrals in
C
We can ask the guest if anyone he/she knows needs a mattress too
D
If the guest is happy he/she may come back again
4) What is the first step in the Setup Phase if the guest does not buy?
A
Chase the guest out of the door, screaming they won't find a better deal!
B
Set up the guests future shopping experience with other retailers
C
Give the guest a business card
D
Offer a crazy discount so the guest will come back to see you
5) What is our second step in the Setup Phase if the guest does not buy?
A
Tell the guest where they can find similar products at other retailers
B
Take additional money off the sale price offered
C
Invite and give an incentive for the guest to come back and purchase with us
D
Show the guest our competitive binder
6) Towards the end of the Setup Phase, whether the guest purchases or not, we should always
A
Tell the guest we are the best mattress retailer in the world
B
Thank the guest for taking the time to stop in
C
Repeat our guarantees and policies
D
Ask the guest when they will be back for their mattress, or next mattress
7) As part of our moments of truth, we should always do what after closing a sale?
A
Write out a personalized thank you card
B
Add the sale to our budget tracker
C
All the answers shown are correct
D
Figure out how much commission we've made
8) What important step can we take to ensure everything goes smoothly after the Setup in the case the guest buys?
A
Make follow-up calls, predelivery, 48 hours, 30 days, and 100 days
B
All answers shown are correct
C
Check over the written ticket to ensure the correct sort codes and delivery dates have been entered
D
Stand behind our guarantees and go above and beyond to make our guests happy
9) Why do follow-up calls help you build a customer base?
A
It reminds the guest that they bought from Mattress Firm, but also that Mattress Firm remembers him/her
B
Few retailers care about the guest after they've acquired the guest's money, follow-up calls show superior customer service
C
All answers shown are correct
D
Calling the customer gives you a chance to mention our Refer A Friend program again
10) How can we prevent delivery issues during the Setup Phase if a guest buys?
A
Assume the height of the box needed by the guest and make the call for him/her
B
Tell the guest the drivers will move other furniture around for him/her
C
Tell the guest the drivers will take away an extra piece of furniture for the guest
D
Ask about dimensions of the guest's home, room, and discuss product size as well as height
*select an answer for all questions
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