RMS
How do we check if we deliver to a certain area?
POS> Delivery Schedule> Zipcode
What's a correlate?
A pattern.
Whats a non-business greeting?
A question not relating to anything business ex. weather, current local events, traffic, what part of town they’re coming in from as a form of an ice breaker.
What is the term called for the second person up next for a customer?
On Deck.
Customer calls store explaining his recliners legrest doesn’t go up anymore that he bought 10 years ago. He would like assistance on repair, what number do we give him?
Comfort Care 866-264-9992
How do we enter in 1 yard of fabric of D156487?
Group Style VSN Description
00F LAZ 00FLAZD156487-1 1 yard of uncut fabric
What's vignette selling?
Having customers look at the bigger picture of a vignette not just the upholstery pieces. Selling every element.
What’s the goals for the comfort compass?
1. Make a purchase in the store today.
2. Schedule an appointment for our Designer to come to their home.
3.Schedule an appointment for the guest to return to the store, or for you to contact them.
The phone rings, who answers the phone on rotation?
Last person up.
Customer calls stating he got his 3-hour window for delivery and it doesn’t work with his work schedule and he would like to reschedule.
How do we reschedule the customer?
We email the WCDC to cancel the delivery because the customer already has a time slot so we are unable to cancel it on our end. As soon as they cancel we can call the customer back to reschedule.
How do we check what's coming on the truck for the day?
Reports> IST Reports Menu > IST Visibility>Enter dateX2> select Temecula > Run Report
What's the La-Z-Boy 7 layers of design?
Upholstery pieces, tables, lamps/lighting, rugs, pillows/throw, artwork & accessories
What would you do after you have gone through the first part of the process and a customer responds with “just looking”?
Don’t give up and ask a follow up question. Ex. Awesome what room are you looking for? If customer still isn’t interested then we can give them some space but set the expectation that we will be checking back.
If your "UP" or "On Deck" where should you be sitting in the store?
In front at the "on deck" and "on point" desks to greet the customer within 90 seconds.
Customer calls stating he would like to change the fabric of his sofa on the 4th day. What would we tell the customer?
We would explain the 3-day changing/ return period stated on contract but we would still let them know we could try and see if there is a possibility if we could cancel the order by emailing order support to see if the order was started.
A tag has been damaged from a mirror and the only information we have is the VSN 14099-0.
How do we create a new one?
Reports> Price Tags>VSN Range 14099-0>Format 4-Up> check Temecula > Run Report
(Make sure everything is empty expect Sort, Vendor & Locations)
Give us an example of how you would vignette sell the Edie sectional.
Ex. This is our Edie vignette our merchandising team has decided to pair these tables, this rug, these lamps, and these accessories to really complete the entire look. What do you think?
Give a demonstration on how you would do the greeting on step 1 of the process.
Welcome with iPad/sketch pad in hand. (PAUSE)
Non-Business Greeting
First Time In our showroom?
If NO, ask if there is someone they’d prefer to work with?
Introduce Yourself, pause for them to offer their name, shake hands, if comfortable.
Write their name, preferably where they can see you writing it.
Introduce the Current Sale, including Financing with minimal details.
→ Transition: “What Room Are You Getting Ideas for Today?”
A customer comes in and asks for a certain associate that isn't working. You proceed to help the customer for 2 hours and end up closing the sale. What name(s) should the ticket reflect?
The associate the customer asked for and associate who assisted and closed sale.
Customer calls the store stating that the motor on his recliner isn‘t working anymore. After looking him up on RMS we find out he has the TPP plan and it was delivered 4 years ago. What number do we give the customer for repair?
ServeCo 800-866-9636
The truck has came and left and now we need to complete the rest of the task.
Walk us through the steps to complete the truck.
1.Process manifest
Orders>ProcessManifest>Manifest Date>Truck>Search
If items were dropped off RECEIVE and enter location S252A or S252F & If items were picked up LOAD
Submit & Print Receipt
2. Print Tags
Reports> Price Tags >Manifest Date > Truck>Format 3-Up/8-up > Select Temecula
(make sure everything is blank expect Sort, Vendor &Location)
3. Print tags from Report Queue with proper 3-up or 8-up with paper facing up for double sided :)
4. Tag all items
What elements do you need to have done to book a successful In home before customer leaves store?
What are the 9 discovery questions in step 2 of the process?
1. What are you looking to add or replace?
2. What’s Most Important in your new ___?
3. What have you Seen that you like while shopping? Picture?
4. I’m a Visual Person, help me see… if this is your room, where is your ___? (Sketch)
5. What are you Keeping that you love?
6. Reclining or Non-Reclining?
7. What are your thoughts on Leather? Color?
8. Who Else will be using your new ____? Height? Kids or Pets?
9.When Do You Need It?
Customer comes in and after going through the process we discover they have been in the store before. They bought a sofa/love 9 months ago and are now looking for tables, rug, lamps and artwork. The associate is able to turn the customer into a design appointment. We checked the DCG app, brinks and RMS to see if the last associate was still in contact with the customer and they had not been.
Whos name(s) should be on the new ticket ?
The associate currently helping the customer. The customer didn't ask for the other associate by name and hasn't been in contact since last purchase with proper documentation.
Customer calls in stating that they received a statement from Synchrony but they don’t even have any furniture. They set up delivery a couple weeks ago but cancelled.
What happened and how do we fix the problem?
Synchrony bills as soon as we set up delivery that’s why the customer received a statement/bill.
We need to email sales audit to let them know to reverse the charge.
Advise the customer that they will still need to make the minimum payment to avoid any late fees but we will get it reversed.