1. Opening the sale
Carphone Warehouse is very professional when opening a sale, as the customers are always approached by a member of staff as soon as they walk into the store.
The member of staff will ask the customer what type of product they are looking for, and with this information they do there best to find the most suitable product for them.
The member of staff also talks about the products features, advantages and disadvantages, basically, the member of staff does their best to sell the product in an effective way by explaining its features.
Toys-R-Us is a very large busy toy store, and customers are hardly approached by a member of staff.
If a customer wants help and assistance, it is up to them to talk to a member of staff, as the store is very large with many different departments; all staff are kept very busy.
The member of staff will also talk to the customer about the products advantages and disadvantages, and what its best features are.
Carphone Warehouse’s sale approach is fairly different to Toys-R-Us sale approach because they are two completely different businesses. Carphone Warehouse is a small store, whereas Toys-R-Us is a very large store.
When you enter a Carphone Warehouse store, you get approached by a member of staff and once you do, this member of staff looks after you whilst you are there, making sure that you receive the best product that is most suitable for you, whereas when you enter a Toys-R-Us store, you have to approach a member of staff by yourself and ask them for feedback about certain products.
2. Identifying needs
At Carphone Warehouse it is important that the member of staff can identify the customer’s needs, and this can be done by talking to the customer and finding out what they are looking for in a mobile phone.
Once the customer has told the member of staff what product they are looking for, and how much they are willing to pay for it, the member of staff will do their best to find it and sell it to them.
At Toys-R-Us only the customer knows what product they are looking for, but if they can’t find it, they can approach a member of staff and ask for help.
The employee will ask the customer certain questions, and from this they will try their best to find the product the customers looking for. If the product can’t be found, the employee will find the second best product with the same needs as the first one.
Carphone Warehouse and Toys-R-Us have the same identifying needs techniques, as they will both ask customers; what type of product they are looking for, and how much they are willing to pay. If neither of them have the product, they will find a product that best matches the customer’s needs and wants.
Carphone Warehouse have a variety of mobile phones in store, same price ranges, and same features. Toys-R-Us have hundreds of toys in store, different brands, and a variety of price ranges, so a customer is always spoilt for choice as most products are the same, for example; Barbie, Bratz and Sindy.
3. Explaining benefits and handling questions
Carphone Warehouse is very professional when talking to customers about the products they have to offer, as they explain the features, the advantages and the disadvantages.
A customer can ask the member of staff as many questions as they like, because it is always best to know the background of the product and its best features.
Toys-R-Us is fairly different in this sense, as the customer must go to the member of staff and ask them to explain the benefits of the product.
The customer can also ask the member of staff as many questions as they like because it is important that the customer purchases the right product, and that the product matches the customer’s needs and wants.
Carphone Warehouse and Toys-R-Us are fairly similar in this sense, when a customer enters a Carphone Warehouse store they are approached by a member of staff straight away, and this member of staff explains benefits and handles the questions which are being asked by the customer.
At Toys-R-Us a customer must approach a member of staff and ask them to explain the benefits of the product, and then the customer can ask the member of staff as many questions as they want.
4. Offering alternatives and matching products to needs
At Carphone Warehouse there are many alternatives in store, there are many different brands at different prices, if the customer talks to the member of staff and identifies their needs and wants, the member of staff will do their best to find this product, but if they can’t they will look for an alternative.
At Toys-R-Us there are hundreds of products, but only a customer knows what they are looking for, the customer can ask the member of staff for help, and if the product the customer is looking for is not in store, then the member of staff can offer the customer an alternative product, for example; Barbie and Sindy, the only difference between these two toys is that Barbie is much more expensive than Sindy.
Carphone Warehouse have many alternatives in store which vary in prices, but have the same features, whereas Toys-R-Us have hundreds of products in store with different features.