Customer Service/Process
When should you make the guest a case
When they call in with a delivery or finance issue
When customer service is not available in the store.
How many points will you get for being 30 minutes late
3
Where do you go on the line up if you are late
The bottom
How many day does have a guest have to pick up furniture
3 days
What day must the rooms report be complete
Thursday
Your competitor is cheaper
Lets take a look, if its the same product lets take a look at price matching. If its different let me show you why ours is priced the way it is.
I need to think is over
Totally fair, what is the main thing you want to think about? Is it the product or the price
How many Signatures should every order have?
3
How many points for a no-call no show
10
If you TO a guest to another RSA where do you go back on the line up
Line 2
When finding something discontinued on the floor, what must you do before selling it
Check with managers
Check with Visual
Sell the complete set
All of them
This isn't a priority right now
That makes sense. I understand it may not feel urgent today, but how much longer do you want to go on without this new mattress or furniture replaced?
Ill only buy if i get free delivery
I can look into that. If i can get you free delivery are we good to buy today
A guest comes in for a delivery issue, what do you do.
Emphasize with them and take them to customer service or a manager if no customer service
How many points does it take to get a corrective action
15
If a guest comes in for an already approved exchange what is he first thing you do.
Customer service or manager
After the sale, where should you put the clearance tag
With your paperwork
When should you call ahead the guests from the report
1-2 weeks before the delivery day
I have a quote from a local competitor
What is stopping you from buying with them?
It costs too much/ Your prices are too high
I Understand, Are you comparing these items to similar product and what budget did you have in mind
What orders need an order verification Sheet
All of them
How long will your points stay on your record
1 year
If you see one of your guests talking to another RSA what do you do
Wait for the RSA to tell you what is going on and use the radio, do not approach them
When should you put a sold tag on the set
As soon as the guest wants to buy it - before check out
What happens if it not complete in time
You cannot take a guest on Saturday until it is complete
I am just looking
Sounds great! I am happy to help with whatever you need. Did you just move into a new house or are you renovating your current house
Just email me the price
I can definitely send you across the price but what is the reason you are hesitant to buy today? Is it the product or the price
What orders need to have a presented pay your way
All of them!
Does a doctors note excuse the absence
It is down to HR Approval
When do you give your guest a business card
At the end of the interaction before they leave the store, no earlier
How many AS - IS forms should be completed per set for FLy-BY
and where do they go
3
1 on the furniture
1 with the paperwork
1 in the AS - IS folder
What should you confirm with the customer
Items in order
Address
Delivery Date
We don't want the PPP
I understand but i believe the Protection plan will be very benefical for you. Is the price point too high or do you not see the value in the protection.
If there was a way we can complete this order with the PPP where would you need to be?
We are not ready to buy yet
I totally understand, What is the reason you want to wait and before we leave today let me make sure all your concerns are answered and we set you up an appointment