If you can’t answer this, you’re not alone. Most organizations don’t have an official one.
Which is nuts.
Sales playbooks create alignment, consistency, and the ability to iterate, improve, and scale – to name just a few benefits.
When you have a playbook, it creates a much better customer experience.
For example, I was shopping for a couch at furniture store….I’ll lay out their playbook.
- Intro: Greet customer warmly immediately upon entering the store
- Discovery: Can I help you with something specific, or are you just browsing?
- Host: If specific, escort to item. If browsing, welcome them to enjoy the cafe as well
- Safety: let customers explore on their own, but be close in case you’re needed
- Zero-pressure: Answer questions with warmth and clarity, zero pressure to buy
- Delivery: Anchor delivery expectations, e.g., “Good news, unlike some pieces that take 6 months, we can have this to you as early as next month. Will that work?”
- Upsell 1: Ask if you can assist with any other items
- Checkout: Simple checkout with a hand-held kiosk
- Confirmation: Confirm exact items – color, angles, sizes…etc, and confirm preferred contact method: email, phone, or text
- Upsell 2: Ask if they want white-glove delivery service that includes set up or regular delivery service
Done.