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Lowe's Case Study

258 Words2 Pages

Connected with customer and set the stage for the experience.
(High)11/7 Customer approached the desk, Korey greeted the customer with a personalized greeting asking them if they needed assistance and how there day was going.

Created a dialogue to improve understanding of the customer’s needs.
(High) 11/7 Korey asked what they were looking for and found that their needs fell into the realm of SOS product.

Helped the customer see how Lowe’s could satisfy his or her need.
(High) 11/7 She recommended a fiberglass door and to have the unit prefinished. She offered installation and credit. Installation was declined but they did take her up on the LBR credit offer.

Exceeded the customer’s expectation so that Lowe’s stands out from the competition. …show more content…

The customer was enthusiastic about applying for that solution.

Gained agreement on next steps.
(High) 11/7 Korey went over the door to be ordered and verified all the details. She gained commitment by processing the credit application and closing the sale.

Customer knows we appreciate and value his or her business while drawing the conversation to a close.
(High) 11/7 Korey affirmed the customer’s decision by letting them know that they took advantage of a great deal. She let the customer know that she will notify them on the process of the SOS order and will inspect the order when it arrives. She thanked them for shopping at Lowe’s after checking them out with their new credit

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