Greet
Demonstrate your warm and competent welcome and non-business
What % (0% to 100%) did they come across with confidence and joy?
The key to discovery
Authenticity - When we focus on learning about our guest's needs: why they're shopping for new furniture, what's important to them, and why, only then can we become their trusted friend who's there to help them make good, educated decisions they'll be happy with for years.
The P of the demo
Present style
The transition from demonstrate to develop
"We have a few more decision to make"
How is the "since you're here" question a soft close?
It helps us know where our guests are in their buying process. They will answer in 1 of 3 ways:
They're ready to look at more items for their room that you identified in the Develop step.
They decline to look at more items, but are ready to purchase the piece they came in for. It really can be as easy as that "No, I think I'm good with the recliner for today."
They're not ready to buy just yet, and may ask for your card. If we don't know what's stopping them from buying, we have an easy, pressure-free way to see if there's something we missed and what their concerns are.
The 3 Key points of the 1st chunk of the greeting
1. Welcome, pause for response
2. Non-business greeting
3. Ask if they have been in before
The follow-up question to "What are you looking to add or replace?"
"Why?"
The A of the demo
Assess fit (person & room)
The first chunk of the development process
1. Expand sketch
2. Customize
3. Look at stock/pull custom covers
When you give a quote, how do you get credit for discounts?
Present the quote by saying "Your total is (total before the discount), the discount amount is______, so YOUR total today is ____"
The 3 Key points of the 2nd chunk of the greet
4. Introduce yourself and exchange names
5. Introduce the current sale
6. Ask "What room/project are you getting ideas for?
The follow-up question to "What is most important to you in your new ___?"
"And what else?"
The S of the demo
Show key features, benefits, and options.
The 2nd chunk of the development process
1. Ask lifestyle questions
2. When appropriate, offer the IHD service as a solution
3. "Since you're here, would you like to look at...."
What is a common reason customers give false objections like "I have to think about it." "I need to sleep on it." and what is the best response?
"They may not know why they're not ready to buy, they haven't gotten this far in their buying process before." We respond with empathy and then ask "What concerns do you have?"
The transition question of "What room/project are you getting ideas for" is powerful because
Acknowledges they are just getting ideas and is open-ended while encouraging them to think about the whole space. *Assumes the statement of "I'm just looking"*
The follow-up question to "What have you seen that you really like?" and "What are you keeping that you love?"
"Do you have a picture?"
Talk about La-Z-Boy warranties and protection plans
After getting a basic sketch in the discovery stage, practice how you would expand the sketch in the development section.
You should already have asked the questions from the discover section. What else might you ask to expand?
What is the comfort compass process when a guest asks for a better price?
1. Acknowledge and compliment them by saying "I'm glad you asked. In a lot of stores, you'd pay more if you didn't"
2. Share our straight-forward pricing and guarantee "At LZB we believe in straight-forward pricing and we give you the BEST price. No one will get a better deal than you. We do have a 30-day price guarantee from the day of purchase, but I'd be surprised if you needed it as this is a great sale."
3. Ask for the sale again
The Comfort Compass guide for how to respond to the 20% needing space.
1. Acknowledge their need for space and mention the designer
2. Introduce yourself
3. Introduce current sale
4. Let them know you will be near
5. Be near without hovering (DO NOT TALK WITH CO-WORKERS)
6. Reapproach
***PRACTICE THIS WITH YOUR TEAM***
According to the comfort compass, how do you weave in our in-home program in the discovery process?
To look for ways to compliment the guest's choices while mentioning what we've learned from our Designers.
"I love your thoughts on the layout. I've learned from my designer that it often makes sense to put the biggest piece on the biggest wall."
How many options do we want to show? How does the comfort compass guide us in handling clients who ask to try out many styles and take their time in looking around our showroom?
No more than 2-3. " Demonstrate the styles you'd recommend then, if they request it, let them look around and keep an eye on them. Many times they come back to one of the ones you showed them."
Practice your words for "since you're here..."
Assumptive selling begins here! Where else does the comfort compass incorporate suggestive selling?
Practice setting a follow-up appointment verbiage with your team
What formats do we have that you can follow up with? Think in person, phone, podium, in-home, in-store, etc.