Connection
What is the first goal of every client interaction?
To build a genuine connection and make the client feel welcomed.
What type of questions create the best Discovery conversations?
Open-ended questions.
A client is carrying paint samples. What might that indicate?
They're planning a project.
When should you introduce RH Design Services?
When Discovery uncovers an opportunity. Not after the client asks.
Discovery is the art of _______.
Connection.
True or False:
The best Discovery conversations begin by talking about product features.
False. They begin by learning about the client.
Finish this sentence:"Tell me more about ______."
Their project, home, goals, style, timeline, etc.
A client is measuring furniture. What opportunity does this create?
Ask about the room and overall project.
Name three situations where Design Services should be introduced.
-New construction
-Renovation
-Multiple rooms
-Moving
-Large purchase
-Outdoor projects
Discovery helps us uncover opportunities, build _______, and elevate ordinary conversations.
Trust.
Name two ways to build rapport before asking Discovery questions.
-Welcome them warmly.
-Comment on what they're exploring.
-Ask what brought them in today.
-Find common ground.
-Show genuine curiosity.
Name three Discovery topics you should uncover.
-Project scope
-Timeline
-Budget/investment
-Home style
-Room priorities
-Decision makers
Name three buying signals.
-Asking about delivery
-Taking photos
-Measuring products
-Comparing finishes
-Discussing timeline
True or False:
You must wait until the end of the conversation to mention Design Services.
False.
Finish the statement:"We don't just sell furniture, we ______."
Help clients create beautifully curated spaces
A client says, "We're just looking." What is the best response?
Respect their space while keeping the conversation open.
Which question is strongest?
A. "Do you need a sofa?"
B. "What space are you hoping to transform?"
C. “How can we help you today?”
D. “Are you working with a designer?”
B. "What space are you hoping to transform?"
A client mentions they're moving. What Discovery opportunity does this create?
Potential whole-home project.
How can you naturally introduce Design Services?
By connecting it to what the client has already shared.
BONUS: Share an example
Which phrase best reflects RH language?
A. "Can I sell you something?"
B. "Tell me about the home you're creating."
B.
Why is connection more important than immediately selling furniture?
Because trust leads to better Discovery, stronger relationships, and larger project opportunities.
A client says they're renovating.
What are your next three Discovery questions.
1. What rooms are you renovating?
2. When is the project scheduled?
3. Who is helping with the project?
4. Have you worked with a designer before?
5. What inspired the renovation?
A client says,"We're building a home next year." What makes this a high-value Discovery opportunity?
Large project scope, long planning timeline, and an opportunity to introduce Design Services early.
Besides selling more furniture, what is the purpose of Design Services?
To simplify the client's project, provide expert guidance, create a cohesive design solution, and build long-term relationships.
Why is Discovery considered one of RH's greatest business-building tools?
Because it uncovers the full scope of a client's project, strengthens relationships, creates Design opportunities, and delivers a more personalized luxury experience.