Blue Tiger | SoundPods | Blue Tiger

Employee Reference Manual
________________________________________
______________________________________
Prepared for Blue Tiger’s Flagship Store
Located in Denton, Texas
Blue Tiger:
Employee Reference Manual
Prepared for Blue Tiger’s Flagship Store
Located in Denton, Texas
Prepared by John Wyatt Verret
December, 2014
Table Of Contents
Blue Tiger Culture
2
The Blue Tiger Mission Statement
2
Blue Tiger Core Values
3
Current Products
I. Drive Series Headsets
6
7
Drive Series Headset Warranty
10
II. Drive Series Dash Cameras
11
Drive Series Dash Camera Warranty
13
III. Play Series
14
Play Series Warranty
16
Opening the Store
19
Register
19
Display
20
Social Aspect of Sales
23
Greeting And Appropriate Conversation
23
Creating Opportunity
24
Handling Discontent Customers
25
Closing Sales
26
Process of Sales
29
Operating the POS System
29
Editing Prices
30
Taking Payments
31
Closing the Store
35
Register
35
Display
36
Conclusion
39
Going The “Extra Mile”
Index
39
40
Chapter 1:
Blue Tiger Culture
2
Blue Tiger Culture
This is not your typical headset company. We didn’t start off in offices
making call center headsets. We never had huge investors who shared our
vision or dream. We started at the Denton TA with 100 White Blue Tiger
Deluxes and a plan. By providing exceptional service and creating a great
customer experience at the Denton TA, word spread amongst drivers.
From the trusting relationship we developed with our customers, drivers
felt comfortable to share their ideas on how to improve the headset;
knowing that we would listen. The result was the first premium over-thehead Bluetooth made specifically for professional drivers, The Blue Tiger
Elite.
Over the years, we at Blue Tiger have never swayed from our ways. We
keep the customers in mind first and foremost. Our goal has always been
to provide people who deal with Blue Tiger with a remarkable experience.
It is not just our goal but also our mission.
“To pursue the happiness of our team members, customers and partners with great
compassion, commitment and empathy.”
The Blue Tiger Mission Statement
3
Blue Tiger Core Values
As our company grows each day, we should keep in mind where we came
from, in order to better ourselves for the future. To assist in this process,
we specifically defined our core values to establish the standards within
Blue Tiger, and aid the development our staff, brand, and company
culture. These are the seven core values that we live by:
• DO RIGHT BY THE CUSTOMER, AND EACH OTHER
Here at Blue Tiger, we want every customer to feel taken care of. No matter the
situation, aim to deliver the World’s Best Customer Service.
• DO MORE WITH LESS
Everyone wears a lot of hats!! We feel that in order to continue or company’s growth,
everyone must shoot for the stars and not settle for good, rather strive to be great.
• TAKE WORK SERIOUSLY, BUT DON’T TAKE YOURSELF SERIOUSLY
We believe in a fun culture that is driven towards being the greatest at what we do.
Failure is encouraged; without failure we wouldn't know if we’re truly stepping in the
right direction. • EMBRACE CHANGE
As our customer base increases, procedures may change or evolve. We feel in order to
be successful we must embrace change and not shy away from it.
• PASSION IS THE FUEL THAT DRIVES OUR COMPANY FORWARD
We value passion, spirit, and drive. Passion should be expressed by everyone,
because passion is contagious.
• BE OPEN AND HONEST
Being open and honest is key in building healthy relationships. Transparency and
trustworthiness, when dealing with anyone, is essential when establishing life-time
customers.
• BE HUMBLE
NO EGO!!! We are all a team at Blue Tiger, with each member as important as the next.
Job titles don’t mean anything here. Put your pride aside and help improve your
company every day.
Chapter 2:
Products & Warranty
6
Current Products
Knowledge is power; power brings about opportunity, and the opportunity
to positively impact someone’s life by pairing them with the Blue Tiger
Product that best meets their needs is our top priority. In this section, we outline the key features and warranties of each product.
Familiarize yourself with this information to better your chances at creating
opportunity with every customer interaction.
DRIVE SERIES
I. Bluetooth Headsets specialized for OTR Drivers
i) Deluxe
ii) Pro
iii) Pro Combat
iv) Elite
v) Dual Elite
II. Dash Cameras specialized for OTR Drivers
i) Black Box 720
ii) Black Box Dual 720
PLAY SERIES
III. Multi-Media Bluetooth Devices designed for Music and other Streaming
Audio
i) SoundPods
ii) SoundTrax
I. Drive Series Headsets
Sound Clearly
8
i)
Blue Tiger Deluxe
Lithium Polymer Battery
12 hours of talk time
250 hours standby time
Absolute noise cancellation
Multi-Media Functionality; • Listen to music
• GPS Directions
• Charge and talk at the same time
•
•
•
•
•
ii) Blue Tiger Pro
Lithium Polymer Battery
20 hours talk time
350 hours standby time
Absolute noise cancellation
Multi-Point Technology:
• Connect to multiple phones
simultaneously
• Charge and talk at the same time
•
•
•
•
•
iii) Blue Tiger Pro Combat
Edition
Lithium Polymer Battery
Rubberized Finish
Digital Camouflage Print
20 hours talk time
350 hours standby time
Absolute noise cancellation
Multi-Point Technology:
• Connect to multiple phones
simultaneously
• Charge and talk at the same time
•
•
•
•
•
•
•
9
iv) Blue Tiger Elite
•
•
•
•
•
•
•
•
•
•
•
•
•
Lithium Polymer Battery
34 hours of talk time
700 hours standby time
Low-Profile LED Indicator
Multi-Function Thumb switch
Noise Cancellation technology
Alloy Core FlexBand
Protein Leather ear cushions and
FlexBand
Over-sized ear pad for maximum comfort
Multi-point technology:
• Connect to multiple phones
simultaneously
Multi-Media enabled
Bluetooth 4.0
Charge and talk at the same time
v) Blue Tiger Dual Elite
•
•
•
•
•
•
•
•
•
•
•
•
•
Lithium Polymer Battery
50 hours of talk time
1000 hours standby time
Low-Profile LED Indicator
Multi-Function Thumb switch
Noise Cancellation technology
Alloy Core FlexBand
Protein Leather ear cushions and
FlexBand
Over-sized ear pad for maximum comfort
Multi-point technology:
• Connect to multiple phones
simultaneously
Multi-Media enabled
Bluetooth 4.0
Charge and talk at the same time
10
DRIVE SERIES HEADSET WARRANTY
This company started out of a single truck stop in Denton, Texas. Fieras
Saah, founder of Blue Tiger, noticed that truck drivers use bluetooth
headsets more than any other consumer. With these truck drivers working
as hard as they do, their bluetooth products would naturally wear out
within a few months of purchasing. Drivers became frustrated with having
to buy a new headset so often. Thats when the idea for the Blue Tiger
Promise was born.
A. Drive Series Headsets are covered by our industry leading 1-Year Blue
Tiger Promise AND the Lifetime Blue Tiger Promise.
1. The 1-Year Blue Tiger Promise covers our customer from any
manufacturer issue that may occur during the first year.
a. This headset must also:
1) Be less than 1 year from original purchase date.
2) Come with original Receipt 3) Must not have any Physical Damage
2. THE LIFETIME BLUE TIGER PROMISE COVERS OUR CUSTOMERS
FOR LIFE. Manufacturer issues and broken devices no matter the
condition.
b. Customer pays deductible:
1) Pro & Deluxe $39.99 + $4.99 S&H
2) Elite & Dual Elite $59.99 + $4.99 S&H
II. Drive Series Dash Cameras
Drive Safe, Drive Smart
12
i)
Black Box 720
HD 720p video recording
2.7” HD screen with video playback
8 GB MicroSD memory card and adapter
2.0 Megapixel lens
Built in high capacity 1000mAh
rechargeable battery
• G-Sensor & Motion detection
• Audio recording on/off option
• Seamless loop recording
•
•
•
•
•
ii) Black Box Dual
720
• HD 720p video recording
• 120* Wide Angle View on
Front Camera
• Secondary camera with 10’
mounting distance
• 1.5” HD removable screen
with video playback
• 8 GB MicroSD memory card
and adapter
• 2.0 Megapixel lens
• Built in high capacity
1000mAh rechargeable
battery
• G-Sensor & Motion detection
• Audio recording on/off option
• Seamless loop recording
• Records 2 cameras simultaneously 13
DRIVE SERIES DASH CAMERA WARRANTY
A. Drive Series Dash Cameras are covered under the 1-Year Blue Tiger
Promise and the existing customer discount.
1. The 1-Year Blue Tiger Promise covers our customer from any
manufacturer issue that may occur during the first year.
a. This camera must also:
1) Be less than 1 year from original purchase date.
2) Come with original Receipt 3) Must not have any Physical Damage
2. The Existing Customer Discount is for customers outside of the one
year warranty or is physically damaged.
b. Customer pays reduced price of:
1) $99.99 for Black Box 720
2) $119.99 For Black Box Dual
III. Play Series
Enjoy More
15
i)
Blue Tiger SoundPods
• Up to 10 hours battery life. 5 hours at max
volume.
• 45mm driver, 3 Watt speaker for maximum
volume.
• Integrated Microphone. Bluetooth connection
required - speakerphone enabled.
• A2DP and AVRCP technology.
• Play your Media three different ways:
• MicroSD Port
• Bluetooth Connection
• Auxiliary Input (Cable included)
ii) Blue Tiger SoundTrax
•
•
•
•
•
•
•
•
•
•
•
•
•
Lithium Polymer Battery
30 hours of talk time
800 hours standby time
Low-Profile LED Indicator
A2DP and AVRCP supported
Multi-Function Thumb switch
Alloy Core FlexBand wrapped in Protein
Leather
Over-sized ear pad for maximum comfort
Multi-point technology:
• Connect to multiple phones simultaneously
Integrated Microphone. Bluetooth connection
required.
Multi-Media enabled
Bluetooth 4.0
Charge and talk at the same time
16
PLAY SERIES WARRANTY
A. Play Series SoundTrax are covered under the 1-Year Blue Tiger
Promise and the Lifetime Blue Tiger Promise.
1. The 1-Year Blue Tiger Promise covers our customer from any
manufacturer issue that may occur during the first year.
a. This headset must also:
1) Be less than 1 year from original purchase date.
2) Come with original Receipt 3) Must not have any Physical Damage
2. THE LIFETIME BLUE TIGER PROMISE COVERS OUR CUSTOMERS
FOR LIFE. Manufacturer issues and broken devices no matter the
condition.
b. Customer pays deductible:
1. $49.99 + $4.99 S&H
B. Play Series SoundPods are covered under the 1-Year Blue Tiger
Promise and the Existing Customer Discount.
1. The 1-Year Blue Tiger Promise covers our customer from any
manufacturer issue that may occur during the first year.
a. This SoundPod must also:
1) Be less than 1 year from original purchase date.
2) Come with original Receipt 3) Must not have any Physical Damage
2. The Existing Customer Discount is for customers outside of the one
year warranty or product is physically damaged.
b. Customer pays reduced price of:
1) $39.99 including shipping and handling
Chapter 3:
Opening the Store
19
Opening the Store
Register
Every day is a new day in the store, not one being the same as the last. As
a representative of Blue Tiger, opening the store will be a part of your
responsibilities when scheduled to do so. This is one part that will not
change, so follow these steps for a successful store opening:
1. Unlock every drawer and cabinet for easy access to all products.
2. Take out the laptop and cash register from designated drawer.
3. Turn on the computer, type the password and open the Lightspeed website
east8.merchantos.com.
4. Log in using your designated username and password.
5. Clock yourself in using the time clock tab found at bottom of the page.
6. Locate the “Sales” tab at the main navigation page and choose “Open Register”.
7. Begin counting the money in the register and fill in the corresponding fields for each
denomination. Enter the number of bills, not the dollar amount they add to.
8. When finished, select “Submit Counts.” The register is now open, and Lightspeed
will automatically direct you to the point of sale page.
20
Display
Setting products on the shelves shows the customers what we have to
offer. When the display is organized in a way that allows easy customer
interaction with our products, more opportunities will arise to potentially
make a sale. Here are a few tips to help you set up a display that will make
anyone want to stop and look:
• Keep all the product boxes looking clean, straight and organized.
• Make sure the demo products are placed properly and kept organized.
• Keep one of each product on and ready to be demonstrated at all times.
• If available, keep one of each product on a charger as to avoid battery failure during a
demonstration.
• If available, provide Blue Tiger flyers/booklets available for customers to have.
Chapter 4:
Social Aspect of Sales
23
Social Aspect of Sales
Greeting And Appropriate Conversation
Anyone who walks into our store is a potential customer, if not one already.
We want every person to feel welcomed each time they come in, not
pressured to buy something. Our job is to inform everyone about Blue
Tiger, while making sales when the opportunity arises. Use these tips to
lay the foundation for a successful customer experience:
• Present yourself in a bright, professional manner
• Greet every customer, and spark conversations whenever you can.
• Find common ground
• Be yourself - just keep in mind, you are representing yourself and everyone else at
Blue Tiger.
24
Creating Opportunity
Even though Blue Tiger produces top-notch products, many people are
still unaware of what we have to offer. In addition, the Denton TA is a fastpaced environment where most are concerned with what they have to do
rather than what we have to sell. Therefore, you must choose your words
carefully when someone comes in, as to seize the small window of
opportunity that is their walk through the store. A well-chosen topic of
discussion just might lead a person who knows nothing of Blue Tiger to
become a life-long customer. Here are a few suggestions on how to start
those conversations, then the rest is up to you!
• General small talk is always acceptable (How they’re doing, weather, etc.)
• Ask if they have heard about Blue Tiger.
• Look for clothes that involve sports (football, baseball, hockey, racing, wrestling,
rodeo, action, etc.) Be careful not to offend anyone by putting down a team they are
a fan of!
• Ask about their job or the company they’re with (If they like it or not).
• If they have a headset, ask if it works well for them.
• Anything else that you believe will interest the customer, as long as it is appropriate
for the work-place.
25
Handling Discontent Customers
In the business of sales, there will always be customers who are unhappy,
for a an abundance of different reasons. This could be because the
product is not satisfactory, their experience with Blue Tiger was not
exceptionally great, or they just might be having a bad day. Whatever the
cause, you must be ready to handle even the most frustrated of
customers. When a customer walks in ready to give you a piece of their
mind, defuse their discontent by:
• Smiling and greeting as normal.
• Asking “What problems are you experiencing?”
• Listening to their issue fully and respectably. • Using key phrases, such as “Let me help you with that” or “Let me get you taken
care of”, as to let them know you are only there to help.
• Following the warranty guidelines if a replacement is needed.
• Explaining options that the customer can choose from.
• Take the course of action that adequately handles the situation.
It is important that you CAREFULLY explain the Blue Tiger Promise to
each customer, especially if they are outside of the 1-year warranty, as to
eliminate any confusion over the Lifetime warranty. Replace the product as
needed, and even deploy a few techniques from Going the Extra Mile (Pg.
39) to turn a bad product experience into a positive impression of how
Blue Tiger handles business.
26
Closing Sales
The difficult part of any sales position is the process of influencing
customers to purchase the product. Fortunately, Blue Tiger produces
quality products that will practically sell themselves if you use the right
approach. Everyone’s approach is unique and comes with experience, so
never get discouraged when faced with rejection or failure. The more
practice you gain, the easier it will become knowing what to say and when
to say it. When dealing with customers who are interested, but seem to be
hesitant about buying, try using these facts to make that decision turn out
in your favor:
• Bluetooth headsets are required by law when talking while driving. Fines for talking
without one can be as much as $5,000 to you and up to $20,000 to your company.
• Bluetooth was invented to allow “Hands-Free” cell phone use, giving the driver one
less distraction while driving. Dash mounts were made for the same reason.
• Some insurance companies offer lower premiums for drivers who have a dash cam
installed.
• Dash cams protect you against driving, parking, and unorthodox accidents.
• Dash cams capture the unexpected and bizarre events you encounter. • Bluetooth makes a great gift for friends and family, especially SoundPods (Pg. 15).
Chapter 5:
Process of Sales
29
Process of Sales
Operating the POS System
The Lightspeed Point of Sale system is your tool for finalizing sales.
Impatient customers are not looking to spend their time waiting for you to
create the quote and eventually take their money. Keep the check-out
process plain and simple by following these few tips:
1. Ask if they have ever purchased something from the Denton store.
A. If yes, search for their name in the customer search box. • If found, press “Attach to Sale” to link their account to the current sale.
• If not found, continue to the next step.
B. If no, press the “Add” button and ask the customer for these required fields:
• First and Last Name
• Phone Number
• E-mail Address
Once you have attached the customer information to the sale, now it is
time to compile a quote for all products they would like to purchase. In this
case, let’s say it is a Blue Tiger Elite and a red SoundPod.
2. In the product search box, type in key words that will direct you to the intended
products, such as “Elite” for the headset, and “Red” or “SoundPods” for the
speaker.
3. A list will be generated. Scroll through the list until you find “Blue Tiger Elite” or
“Blue Tiger SoundPods Red”. You can only add one product at a time.
4. Directly to the left of the product name, press the “Add+” button, and it will be
added to the sale’s quote.
5. Repeat steps 1-3 for the next product. You have completed the first part of check
out.
30
Editing Prices
Once you have all items present on the quote, you can now change the
cost of a product according to current store prices and deals. Seeing as
how the price of Blue Tiger products will change as the company
advances, I will use examples from the current system.
1. Choose the product cost you want to edit by pressing the Name of the Product. 2. Once pressed, a drop down menu will appear, with price pre-set at $149.99.
3. Highlight the number and input the desired selling price.
• Tax is included automatically when the “tax” box is checked.
• To make a price even, uncheck the tax box and enter a flat number such as
$150.00
4. Then press save. Congratulations, you now have a completed quote.
31
Taking Payments
The time has come to take payment and progress the initial quote into a
final receipt. There are two ways that a customer can make a purchase: a
valid credit card or cash.
Credit Card Payments
1. Find the payment box located on the right of the screen, and press the green
“Payment” Button. The total payment is set, and a green “Payment” box will
appear.
2. Press the “Credit/Debit” button.
3. Next appears two steps. Step one “Enter Charge Amount”, is only for customers
who want a specific amount on one card, and will be paying the rest in cash or with
a separate card.
4. Step two, “Swipe Card”, is where the information is processed when the card is
swiped. When this box is active, simply swipe the card. 5. The numbers will process, and you will be prompted with a red bar if the card
declines.
6. If declined, let the customer know and offer to try again, or to enter the information
manually.
6. If everything is successful, continue to Printing the Receipt.
IF THE CARD DOES NOT READ WHEN SWIPED:
7. Enter the payment information manually by pressing the “Manual Entry” Button
located directly below step two, “Swipe Card”.
8. The next step shows the amount, followed by “Card Present”.
9. Press the “Enter Card Number” button. You will be redirected to the manual entry
page.
10. Fill in the credit card number, expiration date and security code in the
corresponding fields.
11. Press “Process”
12. If everything is successful, continue to Printing the Receipt.
32
Cash Payments
1. Find the Payment box located on the right of the screen. and press the green
“Payment” button. The total payment is set, and a green “Payment” box will
appear.
2. Within that box, you will see a field marked “Cash”. 3. Enter the total dollar amount of all bills and coins the customer provided into the
“Cash” field.
4. Confirm the amount received once more, then press the “Finish Sale” button.
5. Place the money in the store cash box. The amount of change due to the customer
will appear at the top of the following page.
6. Give the customer the stated amount of change. Then continue to Printing the
Receipt.
Printing the Receipt
1. You will be directed to the webpage displaying your options for moving on to the
next sale, followed by the receipt.
2. The computer will automatically prompt you to print. Press “Ok” to print the receipt.
A customer and store copy should print.
3. Politely ask the customer to sign the store copy, and place the signed receipt in the
designated drawer.
4. Provide a Blue Tiger bag and place the customer’s products and receipt inside.
5. Go the “Extra Mile” - such as pairing the bluetooth with their device, demonstrate
the dash camera, or just continue your conversation - to ensure the best customer
experience possible. 6. Congratulations, you have just made a sale!
Chapter 6:
Closing the Store
35
Closing the Store
Register
Finally the end of the day has arrived. When you are scheduled to close,
follow these few steps to close the register through Lightspeed:
1. On the main navigation page, press the “Sales” tab.
2. Locate and choose the “Close Register” button.
3. Count the money in the register and fill in the corresponding fields for each
denomination. Enter the number of bills, not the dollar amount they add to.
4. Once completed, type your closing statement in the “Notes” section. This should
include:
• “End of Shift”
• The date
• Your initials
• Any comments or concerns regarding your shift.
5. Then press “Submit Counts”, the register is now closed.
6. Clock out using the time clock tab found at bottom of the page.
7. Close the web browser, and power down the computer.
8. Place the computer and cash box in the designated drawer.
36
Display
Anytime you close the store, all products must be locked away in order to
avoid any potential theft. This part is simple, but here are a few guidelines
for disassembling the display:
• Each product should be put back in the drawers. Organization is preferred for easier
store opening.
• The store laptop and cash box should be placed in the designated drawer.
• Lock every drawer. Double check if you are unsure. • If available, leave Blue Tiger flyers/booklets out for curious customers to take and
read.
Congratulations! You have successfully completed a shift working at
Blue Tiger’s Flagship store.
Chapter 7:
Conclusion
39
Conclusion
Going The “Extra Mile”
At Blue Tiger, we aim to build the reputation of having the best customer
service out of any bluetooth company on the market. We plan to do this
through honesty in our conduct and words, integrity of our products, and
when the opportunity presents itself, going the “Extra Mile” for our
customers. If each team member (yourself included!) is striving to go the
Extra Mile every day, we will truly be on the path to success. With that in
mind, here are the do’s and don’ts when attempting to go the Extra Mile:
DOs
• Be honest and informal with all bluetooth product information. • Give respectable opinions when talking about the quality and features of competitor
products.
• Throw in extra accessories when you feel necessary. An extra boom mic cover or
charging cable could make the difference to that customer.
• Go the extra mile for customers - pair the bluetooth headset to their device, perform
the initial set-up for their dash cam, or even help install it on their vehicle. DON’Ts
• Don’t lie. Getting caught will almost certainly cost you that sale, and most likely will
damage your reputation, as well as Blue Tiger’s.
• Don’t bash other bluetooth brands. Our competitors have loyal customers for a
reason.
• Don’t over-promise. Only give honest information about our products, and others as
well.
• Don’t under-sell our product for quick revenue gain. Know your minimum sales
prices, and never sell products below those figures.
40
Index
A
Appropriate, 23,24
C
Customer,
Combat,
2,3,6,10,13,16,20,23,24,25,26,27,31,32,36,39
6,8
D
Deluxe,
Denton,
Dual, 2,6,8,10
2,10,24,29
6,9,10,12,13
E
Experience, 2,23,25,26,32
Elite, 2,6,9,10,29
L
Lightspeed, 19,29,35
P
Pro, 6,8,10
W
Warranty,
5,10,13,16
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