PREPARATION
WHAT TOOL SHOULD EVERY SALES ASSOCIATE BRING TO THE FLOOR TO HELP WITH MEASUREMENTS
MEASURING TAPE
What is the Standard Kane’s Greeting question that avoids “just looking”?
Are you here for living room, dining room, bedroom, or perhaps a premium mattress?
What is the #1 skill that builds trust when engaging?
Active Listening — paying close attention, asking clarifying questions, and showing genuine interest in the customer’s needs
What’s the difference between a feature and an advantage?
Features describe what the product has. Benefits explain what those features do. But Advantages show why it matters to that specific guest.
Name one type of closing technique.
silent close, assumptive close, alternative close, urgency close, summary close
WHY IS WALKING THE SHOWROOM BEFORE EVERY SHIFT IS IMPORTANT?
KNOW YOUR PRODUCTS, LOCATION AND PROMOTIONS
Why is wearing your name badge important?
builds trust and makes reintroductions easy
Give one open-ended question you can ask when qualifying.
Who is going to be using the space? • Do you have inspiration pictures? • Do you have a color scheme in mind? • How much space is available for the furniture? • What do you currently have in the space? • Are there any materials/fabric preferences? • What features would you like your new living room set to have? Power recliners?
Give an example of how you’d turn “easy to clean fabric” into an advantage.
“Since you have two young kids and a dog, you won’t have to worry about spills or muddy paws—it’s built to handle your lifestyle without sacrificing comfort or style.
What’s one buying signal that a customer is ready to close?
When can I get delivery?
• Is this in stock?
• Will the delivery driver set it up?
• Can you check my credit line?
WHAT PERSENTAGE OF A FIRST IMPRESSION IS NON-VERBAL?
90%
What should you ask if a customer says they’ve been here before?
Is there someone you prefer to work with?
If a guest says, “Just looking,” what’s one thing you can do?
Explain store layout, show how tags work, or mention mattress promotions
What are the 3 steps to handling objections?
Empathize by saying “I Understand”
• Isolate by asking more questions
• Overcome by suggesting solutions
Why is follow-up not considered chasing?
shows customers you care beyond the sale, and it opens doors for future business.
SUCCESS OCCURS WHEN ____ MEETS PREPARATION"
(FILL THE BLANK)
OPPORTUNITY
True or False: The Kane’s Standard Greeting is optional.
FALSE It's not negotiable
What’s one non-verbal way you can tell it’s time to re-engage?
watching which products the customer is focusing on
Fill in the blank: “This is the right product for you, I’m the right person to help you, and ______ is the right place to buy from.”
Kane’s Furniture
After a successful delivery, what’s the best next question to plant the seed for repeat business?
“What else do you need to complete your space?” or “What room are you working on next?
Why is bringing a tablet essential to being customer-ready?
It lets you check stock, capture info, complete sale efficiently and stay with the customer
What are the two benefits of using the Standard Greeting every time?
This greeting removes the chance of “Just Looking” and steers the conversation towards our key offerings, building a room or improving sleep while ensuring we present our full-service options. It also reinforces our brand integrity and reminds customers that we offer premium mattresses, an important part of the Kane’s experience
What is the difference between “engage” and “re-engage” in the Kane’s process?
Engage = The first step in connecting with the guest. It’s about building trust, listening actively, personalizing the conversation, and creating an emotional connection so they feel comfortable sharing needs.
Re-Engage = When a guest isn’t ready to talk or says “just looking.” It’s about respecting their space, observing buying signals, and re-approaching with valuable information (not just “Do you have questions?”).
Why do advantages create more desire than features or benefits alone?
Advantages show why it matters to that specific guest. That’s what makes the product meaningful and desirable
What is the Kane’s Pro Tip about following up after a sale?
: Customers remember how they’re treated after the sale. Be proactive, responsive, and friendly. It’s how you turn a one-time buyer into a lifetime customer.