Selling!
This is the reason we avoid yes/no questions, especially early in the sale.
What is preventing the conversation from shutting down?
Recliner mechanism NOT available in power
What is 017 Gliders
Val Pack refers to this selling tool
What are value packaged select cover option handles.
This is the commitment prompt for locking in a design house call
What is scheduling the appointment and the $200 design lock
The response time expectation on emails
What is 24 hours
This is the foundation of confidence in sales
Self Belief!
This is the ideal time in the sales process to introduce Total Care Protection
What is the demo
This is the price to customize your La-Z-Boy upholstery P1 and P2 options
What is $0. *Free fabric accent pillows are also included on leather sofas with P1 and P2 options*
This is when a customer says: “I bought a nice sofa but my room still doesn’t look right.”
What is when we have yet to complete the room with TLA+R
This describes addressing a disagreement privately, directly, and with curiosity — instead of in public or through venting.
What is having a respectful 1:1 conversation
This is the belief that objections are not rejections, but invitations to understand the customer more deeply.
What is re-framing objections as opportunities
This practice skill separates amateurs from pros
What are roleplays or rehearsals
The Designer Choice Recliner cushion option replacing TF
What is Contour Cushion (FS)
This is the action we take when a customer says "I'm overwhelmed and just can't put this together."
What is guiding them through a complete room plan and building confidence with our design outcomes
This is the expectation for associates when calling out same-day
What is contacting the manager and entering the absence in workday
This is the deep belief that transforms closing from pressure to partnership: trusting that if the customer’s life will be better, it’s your job to help them say yes.
What is conviction selling
The area we can sell to and schedule delivery in
What is any zip code that the AZDC delivers to. These zip codes will populate in RMS.
CB, CM, and CC are option codes which refer to this group
What is the Power Bundle Console. CB - Black Laminate Tray, CM - Mahogany (FN 007), CC - Coffee (FN 021)
The response to a customer who suggest they pick out options elsewhere to save on price
What is "you can save money by avoiding costly mistakes in scale, color, quality, or layout"
This is the standard we follow when discussing challenging customers with teammates
What is speaking respectfully and professionally about customers at all times, never doing so on the floor in range of other customers
The approach we take by connecting comfort, total care, and design into one seamless story, instead of selling a single chair.
What is the experience-focused selling approach
This describes the point where a recliner’s motion shifts from upright to reclined — essential for explaining why swivel bases change the feel of a chair
What is the center-of-gravity / balance-point
The 3 stationary cushions
What are ComfortCore (standard), Contour Cushion (Z6), & Down Comfort (DC)
The customer response "“I don’t want to spend more than I have to.” is resolved as our design program is designed to do this
What is maximizing budget by designing a phased plan that still creates a complete room
This is the mindset shift where we separate the problem from the person, allowing us to respond constructively instead of personally.
What is assuming positive intent and focusing on the shared goal