InHome
Purchase Appt.
Development
Trust
Process
100
What is an In Home?
Design service offered to purchasing customers, it’s the best service we offer.
100
What is the Purchase Appointment?
3rd Appointment set to show the customer a presentation that helps us finalize decisions on color, size, tla and budget.
100
What are the 9 discovery questions that we use in our process?
100
how do we make a customer feel comfortable around us so that we may build trust
Mirror, body language
compliment them on their decisions
keep eye contact, and open body language
say their name
tie your weave to their purchase
show excitement
100
What is the first part of the sales process a.k.a. the welcome.
Hello, welcome to La-Z-Boy. How may I make your day more comfortable?
How was your drive-in?
my name is ……. what is your name?
Is this your first time at La-Z-Boy
you came in at a great time, we are having a sale. What room are you working on?
200
How do we book the IH?
Qualifying the customer depending on needs during their showroom visit.
Checking off the 5 failsafes.
200
How do we forecast the Purchase Appt?
Mentioning the 3 appointment system and bring up how the purchase appointment is a presentation our designer creates to show the vision of their purchase with a floorplans and design boards.
200
What are the 5 failsafes?
Frame
fabric and correlate
preliminary estimatesketch
store tour
200
What does open body language look like?
Using open arms to explain or express a feeling keeping eye contact
mirroring the customers body language
using the same verbiage that they use
using their name to capture their attention.
Avoid anything that looks like arms crossing ,clicking your pen, hands in your pocket, leaning back in a chair.
200
What are some verbal gems that we can use to plant seeds of doubt during the process of development with a customer?
I like this option, but I am still not sure if it will work
This is only a sketch. I can’t really tell if it’s the right scale.
Pictures don’t do the space justice I would have a better opinion if I could see this in person
More…..
300
Who is qualified for a In home?
When the customer has a need.
When there is need for color, size and add on verification.
When the customer themselves seem lost and seek direction.
300
What is the sales standard work before, during and after a purchase appointment?
Have everything priced and set up at design center.
Meet to game plan 30 min before the appointment (get off the door).
During the appointment have your tools ready (note pad, ipad, demos for product & protection).
Assist your designer and finally provide all pricing, close the sale.
After the customer leaves a quick 15 min pow wow on thing that went great and feedback.
300
What does a sketch vs a Expand O sketch look like?
Draw examples on whiteboard
300
What are some behaviors that we can use to show the customer that we are here to provide the best service to them?
Following up on Podium
Following up every two weeks maximum
Responding as soon as we are available
A phone call goes a long way to deliver not great news
Being fully transparent and not beating around the bush
300
Well, developing with a customer in the store to grow your ticket what is the best way to make the customer aware of our design designer and our design program?
Mention the design program once the customer seems like they are in need and are open to it.
mention the designer often in ways that it ties into their decision or their project, this will plant a little seeds and have them thinking about the designer
400
How do you get past objections when there is a price concern/commitment before we go out?
Forecast pricing as we develop, are a list and establish estimate. may change once our designer comes out.
400
How do you respond when a customer walks?
*Share what you do*
400
How do you describe your designer to the customer?
Mention your designer by name and bring up their certifications and credentials mention projects that they have worked on or things that you have seen that are your favorite
400
What is the best thing to do if your customer is upset and lose his trust in you ? how would you overcome this?
Invite them back into the store so that we can settle things and de-escalate the situation
Making a phone call and deeply apologizing for any faults that we have
Split your ticket with somebody who is great at de-escalating so you can get some help
empathize with a customer and make sure that you do everything your power to get them taken care of ask for help with coworkers or management
400
What are some great best practices to implement into your process to mention the design program and the design designer
Have the design books available or nowhere to find them in your iPad?
Pull up designs that you have done before to show the customer the designers value
What are some other best practices?
500
What percentage of IH do we want to be at for the month? (Individual).
40%
500
What is the easiest way to handel a large project with multiple spaces during the purchase appointment?
TEAM WORK, you are not alone ask your designer and team for help!
500
If a customer does not want the designer to come out, but you see that they have a need how do you convince the customer that this is the best service?
Mention the designer and the design program forcast what we can accomplish make it look like it’s not a big deal and mention we are only there to help them
build some trust and show some empathy if the customer seems intense or nervous. if you can figure out why they do not want us to come out, we can target that area and overcome the objection.
500
what is our mission and vision?
we are one unified team dedicated to improving the work and lives of each other, our customers and our community. Our values are courage, curiosity, and compassion. Let’s serve.
500
If the customer has done their homework with you in the store and they have left, what can you do if you notice you are missing some information?
Get together with your designer and talk about the missing information. Part of the designer standard work is to call the customer.
If the designer is unavailable, it is on you to call the customer and get the missing information