Connecting & Qualifying
Name 2 good questions to ask a customer on your first approach (after an initial greet)
Do you live around here?
Have you been in before?
Ask a question about a piece they are looking at
When you have connected, qualified, shown a great product and the customer seems to like it quite well, what is the next step?
Ask for the close.
I am looking for an all leather sofa. Name 4 vendors I can go to for this.
OMNIA
PALAD
LUKE
GREEN
What is the average life-span of a sofa?
8 years.
A customer asks about a rug return. What do you tell them?
I want a full answer, not a yes or no.
I'm sorry, we do not return rugs. The reason why is because we have had trouble before with smokers and pet hair and we wouldn't want to re-sell an item like this to you that has been in another customer's house, that is why we don't return rugs.
TRUE OR FALSE
Always focus your customer connection around furniture or the store.
FALSE
DAILY TRIPLE!!!!!
You've asked for the close and the customer has said they are not ready yet. What do you do next?
Find out WHY they are not yet ready, it may be an objection you can help overcome during that visit and make the close. If not, make sure you write up a quote and get contact info. Make yourself a reminder of an appropriate time in the future to follow up with customer.
ANY sale that you cannot CLOSE you should QUOTE.
Name 3 companies you can get bath hardware from
RUSTI
AVANTI
SLIFK
DELEO
HOMEM
CROSC
Approximately how many visitors will a sofa host throughout its lifetime?
(I will give full points for an answer within 50 digits)
782. Nasty.
Give me the spiel on tax-exempt forms.
We do offer out-of-state tax waivers on items being delivered outside of Georgia. You are required to pay tax on the items in your state. We will waive our tax here, but when we get audited they will check back in with you to make sure it has been taken care of.
When qualifying a customer, name 3 good questions to ask.
Do you know exactly what you are looking for?
Do you have a picture of the piece that you want?
What about your old piece do you not like that makes you want to replace it?
Could you tell me what you want out of a new piece of furniture?
What matters the most to you about your new piece?
A customer asks, "how long do I have to return this item if it doesn't work?"
What do you do?
First, you try to find out why they are asking this question. What about this piece may not work? Is there a better suited item you can send home with them instead of this one? Try to make sure they are satisfied with what they are taking home to save trouble in the future. If they still ask after this, tell them about our return policy.
I am looking for a rustic wooden bunk bed. Name 4 vendors I can get these from.
JRWOO
SRF
MASTL
BESTC
A&H
GREEN
Where do the oldest known chairs come from?
Hint: it's not on our side of the globe.
Ancient Egypt
RANDOM!
Until what grade do Amish children go to school?
8th grade, wish we did the same, TBH.
DAILY DOUBLE!!!!!
After greeting a customer who has not been short and hasn't said "we are just looking", but has been pleasant, what do you do?
Begin to connect with them, then qualify them for what they are looking for.
*Do not leave their side unless they ask you for space to just look, continue to connect with them as you walk them through the showroom and answer their questions.
Never walk away and lose a chance to continue to connect unless they have asked you for space.
Name 3 common customer objections.
Name 2 ways to overcome each objection.
PRICE
TIME FRAME
VALUE
AUTHORITY
Price: demonstrate value of item, offer financing for more time to pay it off, show them a similar item that has a lower price if the other two options do not work.
Time Frame: it is worth waiting for a wonderful product - sell its value over the wait time, if they are way out, we have a sold room to store their piece(s).
Value: show the product features and how their lives will benefit from them, compare to items of lesser value
Authority: see if you can schedule a time for them and their decision maker to come out together to decide on a quote you have already written up and sent home with them
A customer is looking for a specific resin bear product. What are 3 go to companies you should look at for their item?
DEMDA
DELEO
SLIFK
REP
(I'll accept other reasonable answers)
Who invented the office chair?
A. Charles Darwin
B. Thaddeus Fairbanks
C. Henry Ford
D. Louis Braillé
Charles Darwin in the 1800s, weird, right?
RANDOM!
When did Amish furniture become popular?
The 1920s.
Name 2 things you can say to a customer who has made it clear that they just want to walk around and look without chatting.
Let them know that you will let them look and you are 100% available if they need anything while they look around.
Ask if they'd like anything to drink while they wander.
What is the best way to present a product to a customer?
Give me an example with the Brazil Rocker Recliner
Have the customer try the product out. Sit in the recliner, use the recliner. Tell them the features of the product and how they will benefit from them.
This chair rocks and reclines for maximum comfort. This recliner is made in the USA with a lasting hardwood frame, this means you won't have to worry about replacing it anytime soon. This company uses full sheets of foam in the seat and arms, which means it help avoid any deformation in the foam for extra comfort so you won't feel the frame.
Name 10 Rug Vendors
MAYBE
UNITW
TAYSE
MOHAW
CAPIT
CGT
CONTI
BSTRA
AMERI
MOME
ORIAN
MARI
Who made the office chair extremely popular?
A. Alexander Fleming
B. Louis Pasteur
C. Elijah McCoy
D. Otto von Bismarck
Otto von Bismarck
Change of Mind Policy
*applicable only to stock items, not custom orders*
What happens when a customer wants to adjust an order within 3 days?
Within 30 days?
After 30 days?
3 days, order can be changed, deposit fully refunded.
Within 30 days, order can be changed, 15% restocking fee charged, remainder given back in original form of payment.
After 30 days, order can be changed, 15% restocking fee, remainder only available as store credit.