Beyond the Box (Upselling)

Policy

GeekHampton sales employees approach product sales from a broader view of the customer’s needs and wants called, “Beyond the Box.” The following questions are used to determine the full nature of the customers needs, beyond the purchase of a machine or device.

All employees complete GeekHampton customer service training as well as staying current with the latest releases from Apple’s SEED sales training.

Procedure

When selling a computer

  • Do they need any additional adapters or cables? This is especially important with the latest devices, which have fewer and different ports on them.

  • Would the customer like AppleCare+? AppleCare+ extends an existing one-year hardware warranty for an additional two years, which now includes two accidental damage incidents..

  • What is the customer using for word processing? Would they benefit from purchasing MS Office for Mac? Will they ever have a need for PowerPoint or Excel? Apple computers do not come with an Office suite but they do come with Apple’s version of these products: Pages (Word), Numbers (Excel), Keynote (PowerPoint). Explain the Apple products that are included and the different ways to buy Microsoft office.

  • Does the customer have a backup drive? How do they keep their data protected? Show them backup drives.

  • Would the customer benefit from one of our private 1-to-1 lesson packages? See current rates.

  • Would the customer benefit from our Mac Starter Pack? This includes two one hour 1-to1 appointments and basic data transfer at a significant discount. See current rates.

  • Is the customer interested in adding a trackpad to their layout? A trackpad allows for very precise maneuvering.

  • Ask the customer if they access CDs/DVDs and, if so, offer them an external SuperDrive. CD/DVD drives are not longer included in Apple computers.

  • Does the customer need a case, cover or carrying bag in order to protect their investment from scratches or dings?

  • Is music important to the customer? Show them the Sonos room and discuss different speaker options (Sonos, Bluetooth, etc.).

When selling an iPad

  • Would the customer like Applecare+? Applecare+ extends an existing one-year hardware warranty for an additional year and also offers two accidental damage replacements (see current rate for iPhone or iPad). Always say “replacement,” not “new.” Apple may replace the iPad with a refurbished unit.

  • Does the customer need a case, cover or carrying bag in order to protect their investment from scratches or dings?

  • Does the customer have speakers that will plug into the headphone jack?

  • Does the customer need an external keyboard? Will they be using the iPad to draft lengthy emails or documents?

  • Does the customer have a stand? If they plan on using the iPad in the kitchen, or as a desktop unit, a stand helps keep it at eye level.

  • Would the customer benefit from one of our private 1-to-1 lesson packages? See current rates.

  • Does the customer want to add any home automation to their iPad? Show them the products we offer in the home automation section of the store

Sheryl Heller