BOOTCAMP:
Tiered Approach
Sean Harder & Jonathan Reyes
Coach/Trainer/TM
LNR Mobility – Calgary
May1, 2015
What’s in a
Tiered Approach?
All about the Customer!
3
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Customer Sees Value

Lead Customer to Benefit

Shows the Effort

Gives the Customer a Chance to Weigh the
Decision.
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The Elephant(s) in the Room
4

Giving them what they want is better and easier…

I don’t want to waste their time…

They’ll think I am a liar offering something after we
tell them we can’t…

Customer’s know what we have already…
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No Elephant Here!
5
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What they want? Doesn’t mean it’s what they need…

Waste their time? They are asking for help and time
is what we need…

I’m not a Liar? Then set the right level of
expectation…

Customers Know? Things change and you are the
expert for a reason…
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Cherry On Top
6

We show we know what we are talking about…

We gain needed perspective…

We have the right customer for the right price…

We continue & gain success through effort… NOT
BY HALF.
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Prove It!
The TRUTH is Better than you THINK
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You CAN handle the TRUTH
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
“He was clear about the policies however the change in policies that were unfair to my situation and made
me question my loyalty and unhappy yet he was able to ask and arrange a satisfactory resolution to my
purchase of a new phone”

“[Name Removed} was extremely helpful and tried to respond to my needs as much as possible, going out
of the way to provide me beneficial information that I wasn't aware of. He made the conversation very easy
and not intimidating at all, and he seemed very professional. Overall, [Name Removed} was a pleasure to
talk to and convinced me to continue business with Telus.”

“[Name Removed} was very patient with me regarding my attitude towards Telus at the time, because I
thought you had been unfair with the charges for the amount of usage. He changed my way of thinking by
letting me know that there was a better plan to help me with my financial needs. Was happy after he
explained how much it would cost me. :)”

“I thought he was very helpful. Before I talked to him I also talked to a women. They were both excellent.
One of the reasons we stay with you guys is because of the customer service.”

“He was very easy to talk to. Every and all questions answered and explained well. Was very patient with
me when after asking to go through my break down of my bill more then once. My overall impression was
that he took his job seriously. He went out of his way to make sure I understood my charges.”
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Alright! How?
Keep It Simple…
1.
Acknowledge the need/want of customer
2.
Present with Benefit First : Offer (On repeat, present
same/alternative)
3.
Ask customer to close deal.
4.
Skip/If wanting more : Acknowledge Customer Response,
reposition value of offer. [Wait for customer comment]
5.
Skip/If wanting more: Repeat Step 1
6.
Show Appreciation for the Customer Choice
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Sound It Out!
1.
“Alright, so as I understand it you are looking for … (details)… which is
simply an important thing to have because…(personalize)”
2.
“The good news is with what you are looking for TELUS has…(offer)”
3.
“How does that sound to you?”
4.
Skip/If wanting more : “I see where you are coming from, the thing to
keep in mind though is with this option…[present benefit]…” (wait for
response)
5.
Skip/If wanting more: Repeat Step 1
6.
“Great, Thank you for giving me the opportunity to resolve this for you.
I think this will go a long way in getting you the best… [detail benefit]. I
believe you made the best choice.”
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Practice makes Perfect

Group up!



Practice



One agent plays as agent
One plays as customer
Customer sets the issue.
Agent steps through Tiered Approach without being negative, missing a beat or
losing confidence in their presentation.
Challenge



Coach plays as customer
Agent must get through the Tiered Approach without making any mistakes.
Agent cannot repeat a benefit on same Offer.
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