GPI 272 – Pose and answer ‘What if…’ questions to adequately train your employees.

Get ready. Life is full of questions and so are your customers, employees and even the vendors. All of these groups are going to have lots of questions and your staff may not be prepared to answer them. You want the same standard, reliable, response from your people when this happens. so prepare ahead of time for it.

IDEA: Start a campaign and get your customers, employees and vendors to ask, “What If” questions. Ask them to write them on postcards, write them anonymously, write them and send them to an independent agency (if that increases participation) or ask everybody to throw their ideas into a box next to the time clock and give gifts away each week from arbitrary drawings to encourage participation.

Examples to post in order to help provoke customers’ ideas.

Example: What if your suits came in five colors instead of three?
Example: What if I could pay a monthly fee and come to the hair salon whenever I needed? Could that type of service be available?
Example: What if I paid you a basic service fee and you came when I called about AC or heating problems?
Example: What if instead of buying heating oil as I need it (filling up my house’s tank), I paid a flat fee for the winter and regardless of the heating oil price, I was covered with service for six months (you substitute time period)?
Example: What if you gave a loaner car to everyone who had more than $200 of service done on their automobile?
Example: What if I fill out a postage paid reply card to comment on your product and you enter me into a drawing each month?
Example: What if when I lose the lottery, you have a second contest where I fill in my name and phone number on the back of the ticket and mail it in for monthly secondary drawings?
Example: What if we gave small associated products away with the purchase of some other main product?

Once you have been doing this for quite a while, you will have accumulated a lot of differing questions that cover many parts of your company’s policies. From this, create a list of the best ‘what if’ questions and answer them in the manner you want your employees and managers to respond.

Here are a few examples that you can create as part of your own specific training program.

‘What ifs’ to ask, discuss and use for training:

Customer What-Ifs:

What if my (product) fails to operate when I get home or it fails over the next few days. (Address with warranty information, return policy.)
What if I come into your store and cannot locate any immediate help working the floor? I realize your business is ‘help yourself’ but who do I ask that works there?
What if the finish comes off or is marred or wears off prematurely? What are my options to get it fixed? Are there any warranties for this potential problem?
What if some of the same products on your shelf are marked lower than others on the shelf? Do you honor those lower prices?
What if I cannot pay the layaway charges on time? What happens and what is the minimum I must pay to ensure I get to buy the layaway item?
What if I want to extend my product warranty beyond the normal one year? How do I do that? Who do I speak to or who do I call? How much will it cost or is it available? Can it be billed monthly?
What if the color that you matched for me is not the right color in my home?
What if I am dissatisfied with the installers you sent to my house? Who may I talk to about this problem?
What if this does not fit my (you fill this in)? What are my options?
What if I am missing the instruction manual when I get home?
What if I do not have the internet at home? Is there an 800 number I can call and place an order?
What if your website connection does not work? What are my options?
What if I need training to operate this (computer hardware, computer software, appliance, machine, electronic device, smartphone, printer, etc.)? Do you have any classes offered or know of any?
What if I cannot find the replacement (oil, filters, parts, etc.) in my (town, local store, area)? Is there an alternative 800 number where I can order spare or replacement parts and have them delivered through expedited mail?
What if you advertised a product for sale and I cannot find it in the store? Who can help me or who in your organization may I call?
What if I get home and realize you have overcharged me when I review my receipt? Who do I speak to, call or visit?
What if I have problems in your firm’s parking lot? Is there security? Who do I call or speak with?
What if my product works well but is no longer manufactured? Who do I call for repair or is that even an option?
What if the product I bought is recalled by the manufacturer? Who do I call at your store or are you aware of recalls? If you are not, who do you suggest I speak with?
What if this (product) does not fit my (various) that I have at home? (Discuss and reassure with your 100% satisfaction guarantee return policy.)
What if I cannot get this (product) to start, operate correctly, turn on, warm up, turn over, etc.? (Review 24/7 customer service support, online instruction manual download, troubleshooting guide.)
What if while operating your (device, machine, and product) I break down some late evening or working out of town or even out of state? Who do I call and will they answer? (Customer service telephone number and support team procedures.)
What if I notice one of your employees stealing? Is there a private or anonymous telephone number I can contact to report this? I do not want to be involved with this investigation but I am willing to notify you of it if you tell me how to report unauthorized activity.
What if I want to pay my store credit card balance off in cash today? Is there any bonus or discount given to customers who are never late with payments? Do you reward good customers or only penalize bad ones? (This is a good question for any company. Do you recognize and reward loyalty? Do you recognize good behavior and reward it?)

Employee What-Ifs:

What if we are shorthanded in the store — what do you want me to do to cover for the shortage in people? Who substitutes for whom and is there any pay difference paid in those circumstances? (HR and personnel policies.)
What if (employee name) does not show up on time to relieve me at the end of the shift? What do you want me to do? How long do you want me to wait and are we paid overtime? Do I need to call and notify someone after a certain amount of time waiting?
What if a customer tries to negotiate a price (in the store, in the field, in the warehouse, on the telephone, etc.)? Do I as a salesperson have any authority to change pricing? If so, how much dollar-wise, percentage each or percentage of the total? Does it make any difference on a $1.00 item? Does it make any difference if the dollar amount he offered was $10,000 for an $11,000 item? What are the break points in our company policy, if any? Do you want me to call anyone first before turning an offer away? The customer most likely will not try to return again and try to negotiate if not given any answer since there are plenty of other stores to try.
What if I have to work a paid holiday? How am I paid? Do I get time off at another time? (HR and personnel payment policies.)
What if a customer says he will buy the (product) but will only do so if we extend the warranty by two more years? Are we willing to do this? Who do I ask to clear this approval or denial?
What if call in sick? Who do I call, when do I call and then after returning, how do I apply to take a paid sick day? Who has to sign or approve?
What if I cannot perform or learn the skills of the job? How long do I have once I have been hired before I am terminated?
What if the person training me does not do a good job? May I discuss this with someone?
What if I know or am aware of theft or illegal activity by other employees of the business? How can I disclose this anonymously? What if I do not want to be involved other than reporting it? I do not want to stir up problems with this specific employee so can my anonymity be guaranteed?
What if I have troubles with other personnel harassing me, or notice others bothering other employees? Who do I report this to?
What if I have problems understanding a customer on the telephone? Who can I call as a backup?
What if my computer locks up during data entry? Who do you want me to call or do you want me to reboot the system or stay out of it?
What if I am approached by a vendor who tries to give me money in order for our company to choose his goods or services? Who do I tell this to or do you want me to tell anyone? What is the company policy about this?

Vendor What-Ifs:

What if I tried to make a delivery and could not get through your gate because it was locked? There are no posted hours that I could see? Who do I call after hours? How do I get hold of anyone for the receiving docks?
What if your employees will not sign our receiving paperwork required by my boss? Who may I speak with at your firm?
What if our salesman left products for your purchasing department asked to review and we have not heard back from anyone? Is there any one person in charge of Purchasing there we can call?
What if we are asked for a bribe or kickback from one or more of your employees? Who do we contact? If we call anyone, we do not want to lose your account, but we do not also want to lose it because we are not participating in extortion. What do you want us to do? We would feel a lot better if you gave us a 3rd party to contact anonymously so you are notified and we remain unnamed — would that work?