ILS Selling Steps

• NEW TEAM MEMBER:

• DATE:

  Date

• TRAINING AUDITOR:

• STORE LOCATION:
  Address

Make a great first impression

• Know how to engage customer when greeting them

  Yes

  No

  N/A

• Greet your customers promptly

  Yes

  No

  N/A

• Ask if they’ve visited ILS before.

  Yes

  No

  N/A

Ask the right questions

• Knows to ask open ended questions

  Yes

  No

  N/A

Customer scenario training (CM + trainee 1:1) - Who, What, Where, When, Why and How?

• Who …

• What …

• Where …

• When …

• Why …

• How …

Educate with product knowledge

• Features and benefits of product type (e.g. Single Motor vs. Twin Motor)

  Yes

  No

  N/A

• Know the common materials for products (e.g. Aluminium vs. Steel, Vinyl vs. Leather) and the pros and cons of these

  Yes

  No

  N/A

Add on relevant products

• Upselling and adding on; knowing your products so you know what can go together (e.g. a lift chair and guardsman purchase)

  Yes

  No

  N/A

Clarify concerns

• Identify customer's concerns

  Yes

  No

  N/A

• Show gratitude; they have given you an opportunity to address a concern and move forward

  Yes

  No

  N/A

• Empathise

  Yes

  No

  N/A

• Ask, probe and confirm

  Yes

  No

  N/A

• Show (and know!) the value in your product

  Yes

  No

  N/A

Ask for the sale

• Ask for the sale (e.g. "Would you like to go ahead with that?)

  Yes

  No

  N/A

Confirm your customer

• Connect with the customer

  Yes

  No

  N/A

• Connect the customer to the product

  Yes

  No

  N/A

• Connect the product to additional value

  Yes

  No

  N/A

CONFIRMATION: I have understood and demonstrated all of the items listed above. I accept that by signing below that I am confirming my competency in all items above.

• Team Member Signature

  Yes

  No

  N/A

• Add signature

  Sign

• Training Auditor Signature

  Yes

  No

  N/A

• Add signature

  Sign

• COMMENTS AND ACTIONS