Product Knowledge
These 2 LZB Upholstery power items do NOT work with a battery pack
What is lift chirs and power pack consoles
The promised sale at a presentation appointment for the client is
What is the sale at the time a customer booked or the sale during their PA - whichever is best.
There are ___ planned pauses in the establish relationship portion of our sales process
What is 2; after the welcome and after giving your name
Outward Mindset Behaviors
-Listen and learn
-Offer help
-Involve others
-Show genuine appreciation
-Acknowledge mistakes
-Take correction easily
-Set high expectations
-Give real responsibility
-Challenge
-Give helpful correction
-Give direct feedback
-Have necessary difficult conversations
We get new fabrics how often?
What is 2X a year in April and October
The difference between a Z5 and a ZB cushion
What is temperfoam in the seat or temperfoam in the seat and back cushion
This qualifies someone as an In Home candidate and these are the 5 requirements before we go to the home
What is there is a need AND 1 - Sketch 2 - Preliminary project estimate 3 - Frames 4 - Fabrics and Correlates 5 - Store Tour
Bonus Points for a summary email to the designer!
These take a basic sketch to an Expand-O Sketch Sketch Sketch
What is sketching tables, lighting, rugs, art, additional rooms
Inward Mindset Behaviors when we see someone as irrelevant
-Ignore, Exclude, Belittle (hard behaviors)
-token niceties, offer little feedback, avoid opportunities to engage (soft behaviors)
These shopping customers are not marked as ops on the log
-A product we do not carry (specifically bean bags, bed mattresses, or outdoor furniture)
The warranty on Cup Holders is
What is One Year
3 ways we can better support our designers
What is: (Celeste's choice)
The KEY to the Showtime Demonstration
ENTHUUUUUUSIASM
Inward Mindset Behaviors when we see someone as an obstacle
-Criticize, Blame, Punish (hard behaviors)
-Cope, avoid, leave (soft behaviors)
The Sadie comes with how many custom pillows?
What is ZERO
The general weight capacity for LZB upholstery
What is 300 pounds (per seat)
*with normal use, and unless otherwise noted
Our store target state for in homes
What is 55%
What is Head-Shoulder-Lumbar-Knees-Toes
Inward Mindset Behaviors when we see someone as a vehicle
-Manipulate, Threaten, Control (hard behaviors)
-Indulge, Pander, Try to be Liked (soft behaviors)
This is how we work through the most common false objections. These objections are: "I have to think about it" "This is the first place I’ve looked" "I never buy the first time in"
Acknowledge “I understand, it’s a big decision, you’re going to have this a long time...
Connect “I just want to make sure I helped you find the right _______.
Identify Objection “Tell me, what concerns do you have?”
The base price on a slip cover for an apartment sized Sadie sofa
What is $1459.99
Our QTD current conversion rate of presented purchase appointments
What is 95%!
These are the key points in the "What's next" portion of our sales process
What is send a podium, include 3 business cards in the thank you packet, ask for referrals, revisit product, last demo, smile! and say "Thank You"
Self-Betrayal Red Flags
-I feel justified (or seek others to agree)
-I get defensive
-I blame
-I horriblize
-I feel victimized
-I label others
-I exaggerate values
-I focus on myself
-I criticize
This is how we work through the most common possibly real objections. These objections might be "not sure the color is right" "I need to bring my significant other in" "I need to make sure it fits"
Acknowledge “I understand, it’s an important decision….
Connect “I want you to love it/it to fit perfectly/I check with my husband too on big decisions
Perfect Close “Let me just ask you, if ____________, is this the perfect ______ for YOU