CARE
What does CARE stand for? Explain each
Connect
Ask
Recommend
Excite
What is the role of a designer?
To give expert opinion based on the combination of design experience and product knowledge, being able to ask the customer the right questions to achieve look as well as function they are hoping to achieve.
What are the 9 benefits of shopping at FND that you should mention to each customer at some point during your time with them?
Installation Services
Installation Classes
Free Design Services
Financing options
Delivery Options
Storage Options
Pro Services
Largest In stock Selection
Lowest Price Guaranteed
What is an AC rating?
Highest AC rating in laminate is aquaguard performance (5)
The speed of a computer mouse is measured in these units, named appropriately after a Disney Character?
Mickey's
What are some triggers that a customer might say that would spark the conversation for credit?
"Not in my budget"
"Fell in love with this marble waterjet mosaic
"New build / x # of bathrooms"
ANYONE buying ANYTHING over $599
What should you do if a customer tells you they are getting their project material else where in a follow up?
Connect with them, see where they are wanting to shop and why, see if its about price and let them know about our lowest price guarantee. Let them know we would love to earn their business back.
Leave detailed notes in SF about where, price, etc
If product is leaving the front door with a customer, which fulfillment should it be under?
Take with
Prep customer that you will personally go grab all their product yourself and ask for some time to do so, give them the correct expectation while also making their customer experience enjoyable
DO NOT put it in as a storage buy while you go and grab everything unless you will go into storage buy and complete out the order yourself (causes double picks, customers come pick it up again, return it, and make money back = shrink of a lot of $)
If a customer is getting a vinyl plank with an attached pad - which underlayment would you recommend to them?
Blue sentinel
What is the only food that doesn't expire?
Honey
What are some things you can educate your customer about with sealing natural stone?
Has been used for hundreds of years in museums, law buildings, etc
Use microfiber cloth, wipe on before grouting, wait 5 mins, wipe excess off. repeat after grouting
every 3-5 years or as needed (bulletproof lasts longer than that if applied correctly)
protect marble AND grout when sealed over
What is something you can do BEFORE a design appointment that helps you connect better with the customer?
asking the right questions before hand in pre appointment call so you can have ideas and samples pulled for their project and needs
What is a question you can ask the customer to connect and give great customer service?
"is this your first time in?"
Give layout of the store and mention our benefits (good time to mention financing for first time, storage options, 1st quality products, etc)
What product in our store cannot be installed in a basement and why?
Solid Hardwood - susceptible to moisture, can cause warping and damage
What was the first toy to be advertised on TV?
Mr. Potato Head
Some of our products have the "Greenguard Gold certification". What does this mean?
Greenguard Golds meets rigorous standards for low emissions of volatile organic compounds (VOCs) and other chemicals. (.22 compared to .50)
SALES TIP:
Improved Indoor Air Quality
High, more rigorous and strict standards
Extreme Testing
What is the name of the special order lighting brand that we carry?
Kitchler
SALES TIP:
there are hundreds of BEAUTIFUL options of lighting that can be ordered to the store in the finish they need for their project. Use this to your advantage when designing (recommend and excite: "this light and mirror would be perfect with this because of x.. y.. z.. )
What are Floor and Decors Core Values
People:
Our associates are the most valuable assets. They truly make the difference.
Customers:
There is nothing more important than our customers.
We will serve our customers with pride and urgency.
Integrity:
Our actions and words define who we are.
We will always honor our commitments.
Teamwork:
We all have one common goal: Do our part in helping the company succeed.
What is techtanium plus?
What 2 product brands have it?
Extremely scratch resistant high performance coating
2x more scratch resistant compared to 22mil wear layer
Optimax + Nu Core performance
What sea creatures have been used in wars?
Dolphins
Were trained and used to recover lost equipment, intercept port intruders, and detect sea mines
How much is 1 PRO worth?
$45,500
What is the difference between Carrara White and Bianco Carrara?
Their Origin
- Carrara White is cut from China which will be white with grey and beige veining
- Bianco Carrara is the true Italian white marble with grey veining
What are the 6 major safety violations?
- Climbing into compactor
- Operating lift equipment without an F&D lift certification
- Operating lift equipment without a spotter or aisle barricade per the SOP
- Operating lift equipment into vehicle while someone is still inside
- Moving more than 1 pallet at a time
if you see something - say something
What are the bevel types in laminate / vinyl and where do they fall on the good - better - best scale?
Artisan (pressed) slightly rounded - best
Painted (V shape) custom painted with UV curing - best + better (very few box stores carry options with this technology
Micro (small V) no painting, great look for great value for budget - better + good
square edge (90 degree / flat) increases speed and efficiency, found often with entry level laminate - good
What color is the G in google
Blue