A Can of CX: Everyone Sells in this Company

So, my wife and I go to Lowe's Companies, Inc. to buy a can of paint for our newly remodeled bathroom. Here is a dramatization of what happened.

Note: I've BOLDED the key sales moments and my comments are in ( ).

Me: We’d like to have this color (showing him the color swatch) and here’s the Brand X paint (I place it on the counter).

Employee: Great.?What are you going to paint? (Engaging question; didn't expect that.)

Me: We just remodeled our bathroom so we’re looking for a nice color match.

Employee: You know, for only $10 more you can get Brand Y (another reputable brand) that provides better coverage, it’s a much thicker coat that would be better for your bathroom. (We didn't expect this type of advice.)

(My wife and I both looked at each other as we were both caught off guard. He continued.)

Employee: The brand you’re buying is a good brand and would work just fine.?On the other hand, Brand Y will give you better coverage and since bathrooms are splash-prone areas that retain moisture, they are also prone to mold and mildew–especially if the bathroom doesn’t have good ventilation.??(Huh! That's a nice piece of insight)

Brand Y has anti-microbial additives that resist mold which will kill existing mold and prevent new mold from growing.?And for only $10 more, it’s worth it.?But it’s your call. (Another insight nugget as he hands decision control back to us; "But it's your call.")

Me: (My wife and I looked at each other)?Sure.?Why not.

Employee: Let me go ahead and get a can of Brand Y, I’ll go ahead and return Brand X to the shelf for you.?It’ll take about 5 -10 minutes and I’ll place the paint at the end of the counter when it’s done…in case you have to do any other shopping. (Notice how he reduces the buying friction by taking the original can and getting the new one. And, he then encourages us to keep shopping! Brilliant!)

Me: Thank you.

And that's how you turn a simple sale, into an upsell opportunity all the while delivering the ultimate customer experience (CX)!

Nicely done!

Victor Antonio

#valuesdriven #sme #customerexperience #cx #lowes