RMS Furniture Education Guide_

ROOM SKETCHING

Sketching a room can be done on a tablet or scrap piece of paper. Use this to practice sketching a co-worker’s room.

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BUILDING A Building a dining room is about taking a
guest who is looking for just a table and
DINING chairs...And showing them the possibilities
ROOM of what could be. It’s your privilege to make
their dream a reality. In this example, we’ve
Dining Room Elements added 5 additional items to the table they
Common Dining Room Accessories came in looking for:
Additional Construction Elements
1 Wall Art
2 Area Rug
3 Fireplace
4 Floral Arrangement
5 Plates and Linens

1 4

3
5

2

DINING ROOM ELEMENTS - TABLES

PEDESTAL DOUBLE
TABLE PEDESTAL

A table with a central A table with a dual
supporting column or supporting system. This
pillar. Found in multiple design can be found
lifestyle categories. in multiple lifestyle
categories
LEG
TABLE TRESTLE
TABLE
A table with four legs. This
design is found primarily A table- top supported
in traditional and casual by a braced frame
lifestyle categories. consisting of two posts
with feet joined by a
connecting member.

Dining tables come in three different sizes and it is important that you know what sizes are available
and which chairs and stools to use with each. Use the chart below to understand the differences:

Description Table Height Chair/Stool Height
Standard 30 Inches 18 Inches
36 Inches 24 Inches
(Most dining tables) 42 Inches 30 Inches
Counter

(Most kitchens)
Bar

(Most pub tables)

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BUILDING A DINING ROOM

DINING ROOM ELEMENTS - CHAIRS

SPINDLE LADDER BACK
CHAIR CHAIR

A chair that has vertical A chair back which has
spindles that act as the back horizontal cross rails or slats
and are connected to the that resemble a ladder. This
seating area and the top of design can be found in a
the chair. variety of categories.

PARSONS SLAT BACK
CHAIR CHAIR

A relatively long leg which This style is uniquely
may be fully upholstered or mission in design, with a
made of fine wood. graceful curve in the chair
back.

X-SHAPED SIDE
BACK CHAIR

Eye-catching with metal or Side chairs typically do not
wood accents render a bold have arms and are meant
geometric “X” shape which for the sides of the table
adds an industrial flare. where people may be eating
in close proximity to each
BENCH/ other.
STOOL
ARM CHAIR
An alternative to chairs
are comfortable backless Arm chairs are dining room
or backed benches with or chairs that have arms on
without cushion (perfect for each side. Typically they are
homes with children). For placed at the end of a table
taller tables, stools may be or can be used to create
available instead of chairs. small bistro arrangements
with a small bistro table in
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DINING ROOM ELEMENTS - ACCESSORIES

BUFFET/HUTCH CHINA CABINET

The buffet is used as a storage A china cabinet is similar to
and serving area for the dining a buffet in that they are both
room and typically matches the used for storage in the dining
design elements of the dining room. The main difference is
room table. Most designs will that a china cabinet is also
have drawers for storage and used for display. It will be
flatware. Most won’t have any typically made of two pieces.
glass that allow you to peer The lower piece is referred to as
in. The Hutch is additional a buffet and the upper piece is
storage shelves attached to the called a hutch.
top of the buffet.
KITCHEN
SERVER/ ISLANDS &
SIDEBOARD CARTS

A server/sideboard is similar to A great way to have additional
a buffet. It can offer additional counter space that is mobile,
styling features such as open a kitchen cart or island gives
display and wine rack storage. your guest the room they need
for a big gathering or a small
WINE & get-together. Also a good
BARWARE option for an impromptu home
office space.
Dining rooms and kitchens
are for gathering and serving CURIO
others. Wine and barware is a CABINET
perfect way to add a touch of
sophistication to your guest’s A great way to display
home. collectibles and keepsakes.
These cabinets are small and
fit into the corner of the room
easily. Many come with lights
to easily display the items.

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BUILDING A DINING ROOM

QUICK QUIZ

After studying this module, let’s test your knowledge. Answer the following questions on a blank sheet of paper and be
prepared to show your facilitator your work:

1. What are common elements of a dining room?
2. What are the three heights of a dining room table? Standard, taller, tallest?
3. List three types of seating options in a dining room.
4. What’s the difference between a buffet and a server/sideboard?
5. What are some accessory options that available in dining rooms?

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ROOM SKETCHING

Sketching a room can be done on a tablet or scrap piece of paper. Use this to practice sketching a co-worker’s room.

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FURNITURE

SELLING

WELCOME Love the way you shop
DISCOVER Find the reason to shop
CUSTOMIZE Tailored solutions
PROTECT Products and the guest
ACCESSORIZE Lamps and more
CLOSE Transition to purchase
FOLLOW UP Satisfaction and reviews

WELCOME

Greeting a guest in your showroom is the first impression and possibly most important interaction. Everybody likes to
feel special and find a place where thy feel appreciated and welcomed. Here are some key points and tips for welcoming
guests into your showroom.

Welcome Required Behaviors

• D N Neoa smn i-reBeudE sxWicnhaeaysnstgoGeSreheotp (Appointment/Start on Own/Guided)
•
•

People love to hear their own name. Build a good relationship by introducing yourself, getting the Guest’s name and
using it all throughout the sale.
The non-business greet should encourage conversation and Guest engagement.
 
“Hello my name is… and you are?”
“Here at (insert brand) we want you to love the way you shop“.
“Whether you want to start on your own or need guided assistance, we are here to ensure you have a great shopping
experience”.

Greet Example Approach Desired Way to Shop
(Appointment/Start on Own/Guided)
Non-Business Greet
“Hi welcome to (insert your brand here)!” “We do things differently here…here at (insert
brand). We want you to love the way you shop!
Name Exchange With that said, did you have an appointment, or
“My name is Mike and I’m one of the Design Specialists here” would you like to start on your own, or would you
like my guided assistance?”
“And your name is?”

“Pleasure to meet you!” “How’s your day going so far?”

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FURNITURE SELLING

WELCOME DO’S & DONT’S

do • Everyone greets throughout the store.
• Smile in your voice, with an upbeat tone.
• Smile in your face, with a physical smile
• Smile with your eyes, especially if wearing a

mask!
• Treat each guest as you would a guest in

your home

avoid • Yelling from a distance.
• Popping out from behind something.
• Blocking the walking path.
• Rushing towards your guest.

• Chasing, stalking, staring, or following
your guest.

• Speaking to the guest’s back.
• Judging a guest based on clothing, race,

age, etc.
• Winging it-choose your words

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DISCOVER

Remember your guest may not know exactly what they want, so avoid asking about what they intend to buy. Instead ask
questions about what they have in order to identify style, likes/dislikes, functionality, current situation and why they want
to make a change.

Question Purpose

What inspired you to start looking? Life event, replacement, inspiration or
What is your vision for the new room? spark that cause the need to shop.

Why are you replacing what you have? What are you Surface the pain point and problem they are trying to
hoping to improve? solve.

How long have you been in need? When do you want/ Create urgency in making a change and not keeping the
need it? same problem.

Who will be using the room? Building the emotional connections to
How do you want to feel in the room? the rooms look, feel and use.

What research have you done so far? Discover competitors early and identify
Did you get any recommendations? likes, dislikes, dreams, etc.

What do you want to see more of? What do you want to Identify questions product interests from previous
learn about? research or shopping.

Did you have payment plan in mind? How do you want to Introduce financing and payment options.
fund this?

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FURNITURE SELLING

DISCOVERY EXAMPLE APPROACH

Uncover Customer’s Reason to Shop Give Intent Statement
“What rooms are you working on today?” “My promise to you is to find the perfect set that
addresses all your needs and I’ll make sure you don’t
Identify The 2 Most Important Factors In pay a penny more than you should? Sound good?
Purchase Decision
“What are the two most important factors that will Identify Style Preference
influence your purchase today?” “Do you have a particular style in mind?” (show style
examples)
Identify Projects/Pain Points/Likes &
Dislikes Uncover Research Done and Competitors
“What do you like and dislike about your current Shopped
room?” “How far are you in the process of redoing your
room?”
Right Time/Right Place (Why Buy from Us/
Me/Today) Room Sketch
“You picked the perfect day to come in! We have “Let’s sketch out your room so I have a better
the best brands at the lowest payment options.” understanding of what will be needed.”

Sketching the room makes the experience real
and helps both you and the guest ‘see’ the rooms
possibilities and potential hurdles with door walls,
windows, walk patterns and more.
Don’t worry about being an artist- a simple sketch will
let the guest know you are listening and you care.

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CUSTOMIZE

Offering Solutions to a guest is a natural follow-up to discovering their needs! Now is the time to make specific
recommendations that solve the guest’s problem. The first few options you show will help uncover further likes and
dislikes, so don’t worry if the guest doesn’t love your first choice. Moving to these options will require a good transition
statement to get the next step rolling.

“Based on what you said, I have a few ideas to show you?”
“There is a solution for you, follow me!”

With all the options on the showroom floor, it is easy to become an infomercial and start listing all the features,
advantages and benefits of the product. This can be confusing since guests usually don’t know what’s inside furniture to
begin with, let alone follow you through the vendor trademark feature names and info that might not be important to
them or their situation. Instead use the SHOW method and cut to the chase!

Build value and S.H.O.W. your furniture

Solution First What problem does this solve that the “You wanted a sofa that holds up to kids,
How It Works guest wants to know first. Avoid feature well this sofa is kid proof, easy to clean,
Other Options names and jargon. and almost indestructible!”
What do you think?
Explain the feature and how it works “The frame has a mat platform which
differently than others. Keep it simple. provides a better seating surface and is
unlike the standard S- shaped wire.”

Mention extra features and options “It also has an easy clean microfiber
that add to the total value and increase fabric and stronger cushions that last a
certainty. little longer than average.”

Ask and get confirmation that the guest “It solves your concerns about kids
is interested. wearing it out. What are your
thoughts?”

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FURNITURE SELLING

CUSTOMIZE - FURNITURE

When suggesting Solutions to your guest make it purposeful and explain your choices. Top down solutions help the guest
see what’s possible and frame a realistic budget. This approach to providing an exciting experience applies throughout
the entire store: Furniture, Mattresses, Accessories!

“Everyone should have a Most Luxurious
chance to experience the
best options for comfort,
fashion and function.”

“Let me show you what Most Popular
are some more popular
items that people agree
are the best price and
quality mix.”

“This combines the fea- Most Affordable
tures you want with the
budget you mentioned
and room to add a rug to
tie the room together!”

IMPORTANT!

If the guest falls in love with the most Luxurious item STOP!
Don’t keep moving through the process.
Build on the piece and complete the room.

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CUSTOMIZE

Our Merchants and Designers have a curated collection reflecting current styles and trends that have a wide appeal.
Customizing and Personalizing the look with different fabric, configurations, and accessories helps your guest make the
look their own.

(In-stock color and style options)

• Change Colors • Floor lights are an unexpected choice that
• Add Storage to a Bed brings flair.
• Change the Sectional
• Tabletop accessories in a group of three add
Configuration visual interest.
• Make it POWER Motion
• Gathering Height or Dining Height table? • Accent furniture combines functionality and
• Combine a favorite color with pillows and variety.

throws • Storage pieces keep clutter contained.
• Wall Art can be the focus point in a room. • Rooms can be adapted for working from

home

Customizing the room based of the guest needs will not only lead to a more satisfying guest experience, but also will
increase your chances of closing the sale TODAY!

Customize Required Behaviors • Show Custom Options Based On Customer
Needs
• Introduce Appropriate Product Solu-
tions
• Suggest Complementary Product

• Show “Most Luxurious/Most Popular/
Most Affordable Furniture Education Guide | 65


• Show/Demonstrate Fashion/Function/
Construction

FURNITURE SELLING

CUSTOMIZE EXAMPLE APPROACH

Introduce Appropriate Product Solutions Show Custom Options Based On Customer
“Based off the information you gave me; this brand Needs
meets all your requirements and more!” “This particular set has the exact features you need
and fits within your payment budget.”
Show “Most Luxurious/Most Popular/Most
Affordable Suggest Complementary Product
“I’m going to show you the most luxurious this ““The accent tables that are displayed with this set
brand has to offer, the most popular, and the most are a perfect compliment to complete the look of the
affordable option so you can fairly compare what is room and meets your quality expectations.”
available and make a decision that is right for you”.

Show/Demonstrate Fashion/Function/
Construction
“You had mentioned that you want the set to last
a long time. This set is made of solid kiln dried
wood, which is the strongest frame that is made.”

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QUICK QUIZ

After studying this module, let’s test your knowledge. Answer the following questions on a blank sheet of paper and be
prepared to show your facilitator your work:

1. Name the 5 steps in guest-Focused guidance.
2. How can you demonstrate a sincere welcome during the first minute of the

guest experience??
3. What are two reasons that a guest may be shopping in your store?
4. What is ‘re-connecting’?
5. What are the steps to bring in someone for consultative assistance?
6. What open-ended questions could you use to discover the needs of someone

seeking a new sofa?
7. What are the benefits of using a room sketch?

How could you use a sketch to reconnect with your guest after the sale?
8. Describe the SHOW Method.
9. What is the purpose of the Discovery step?
10. In the Customize step, what options should you show first?

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FURNITURE SELLING

PROTECTION PLAN

Simple & Complete Plan Offerings. No risk to your guest; if no
Easy to understand, easy to sell. claims are made during the
extent of the plan, the guest
What is covered? will get a store credit in the
✓ All accidental stains, including pet stains amount paid for the plan.
✓ Rips, tears, & burns
✓ Leather, fabric, glass, & wood It’s there if they
✓ Electronics, mechanisms, & motors need it…piece of
✓ Multiple incidents mind if they don’t
✓ 30 days from the date of DISCOVERY.
✓ Adjustable Base Motors and Mechanisms

What is NOT covered?
✗ Build up/accumulation
✗ General soiling
✗ Normal wear and tear
✗ Pet damage other than staining
✗ Abuse
✗ Cracking or peeling of leather
✗ Pilling or fraying of fabric
✗ Odors
✗ Fading of fabric or leather

✓ How long is it covered?
✓ 5 Years for furniture
✓ 10 Yers for adjustable bases.

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Protect Required Behaviors • Offer Protection Plan

• Discuss Product Care


PROTECT EXAMPLE APPROACHES

Introducing protection plans to our guests will give them piece of mind and helpful recourse in case of accidents. Below
are some easy and natural ways to bring it up at different points with the guest.

The guest is buying furniture due to damage Explaining how to care for a material
or accident “Leather lasts 4x longer than fabric, if it’s cared for
“We have a way to ensure if that happens again, properly. Accidents happen and I will show you what
you won’t need to buy new furniture, we can simply your options are.”
repair or replace it!”
Adding it at the end of the process
The guest is nervous about light fabrics or “Your sofa comes with a 1-year warranty, but you plan
moving parts on owning it for longer, right? Here are the options
“I understand your concern. Most people feel the available...”
same way and that’s why they opt for the extra
protection, so they get what they want and feel
secure about owning it.”

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FURNITURE SELLING

ACCESSORIZE

Here are some tips to accessorizing around single item that may not be the large focus piece in the room.

Accessorize Required Behaviors • Sleep Check-Up

• Suggest Décor Options
• Suggest Lighting Options

Remember your guest may not know exactly what they want, so avoid asking about what they intend to buy. Instead ask
questions about what they have in order to identify style, likes/dislikes, functionality, current situation and why they want
to make a change.

Wants to See ‘Have you considered…?’

Recliner • a chairside table
Mattress • reading lamp
• electric fireplace
• soft throw blanket
• matching chair for partner
• power/massage
• cozy area rug
• Standing Mirror
• power base
• nightstands
• table lamps
• new sheets
• Headboard/Frame
• two pillows

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ACCESSORIZE EXAMPLE APPROACH

Suggest Décor Options Suggest Lighting Options

“Let me show you how to make your room pop by “Lighting is an often overlooked, but important
adding some colorful accessories to complete the part of the look and feel of your room” Let’s look at
look.” some options that fit your style and budget.”

“Our designers have curated the accessories with
this set based on trends that last the test of time.
You can have this exact same look in your home for
as little as $30 more a month. Is that comfortable
monthly payment to make your house a home?”

SLEEP CHECK-UP EXAMPLE APPROACH

“It is sleep awareness week here at (insert brand) Guest Declines Demo
and we’re asking our guest’s how’d they sleep last
night. So may I ask…if you could rate your sleep “I completely understand as I sprung this on
from 0 – 10, what would it be?” you today without you putting any though
behind it. Let’s do this instead…go home
“Most people are unaware that they need to switch and sleep as you normally would. When you
out their mattress every 8-10 years. Not because get up tomorrow, review this warning sign
the mattress is bad, but rather that their body has brochure. If you check one or more of the
changed enough to require a mattress upgrade”. warning signs, call me so we can arrange a
time for you to come in to explore options to
“How old is your mattress? If you have a few improve your sleep.
minutes, I would like to show you options you have
to start improving your sleep today…right this
way.”

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FURNITURE SELLING

CLOSE

Close Required Behaviors

• Explained Finance Options and Pitched • Handled Objections (Proactive and Reactive)
Payment
• Consult With Category Specialist and/or Manag-
• Trial Closed er Intro

• Use Product Knowledge to Build Value • Review Delivery Options, Expectations, & Policies

• Reduced Choice Anxiety • Ask for Reviews


Transitioning from discovery to solutions to purchase is also called ‘closing the sale’. Its when the guest is prompted to
decide to purchase. There are natural ways to ask for the sale without sounding pushy or high pressure.
When asking for the sale, you must first be confident in asking. If the guest sees uncertainty in your offer, it will cause
them to be uncertain about making the purchase.

Fear Thought Reality

Fear of Nobody likes to be told “no.” Many “No” isn’t a bad thing. “No” means the guest
Rejection people would rather not ask the hasn’t settled on the product and they may need
question instead of hearing ‘no’ more information. This gives you a chance to
Fear of for an answer! isolate and overcome any possible objections. A
Price few “no’s” will oftentimes lead to a final, much
more solid “yes,” down the line.

Many people think asking the The reality is you aren’t asking your guest to do
guest to buy or “buy more” today, anything that they weren’t considering anyway.
will mean they lose any chance You’re acting as a guide to provide reassurance,
of the guest buying anything information, and guidance in making their
because they “pushed” them into decision. Have confidence that the product you
making an unwanted decision. are showing your guest is the right product for
them. Ultimately, if the guest feels it is not, they
will let you know at that time.

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Powerful Questions to Transition the Sale to a Close

• Can we move forward with this one today? • All items are available now and can be in the
• What day would you like it? house by Friday. Would that work for you or
• Is there anything preventing you from start- would Saturday be a better day?

ing the process today? • You seem to love this one, will this weekend be
• Just confirming, we’re financing this today, good for delivery or would next week be better?

correct? • What works best for you, pickup or delivery?

LISTENING & GETTING A CONSULT

Our goal is to have every person Love the Way They Shop. Sometimes a guest’s needs will be better met by
someone else on the team. Our guest-focused experience means that getting the guest someone that can help them is
exactly the right thing to do!

Consultative Assistance

When Do I Get a • If the guest has questions that you can’t answer let them know you will find
Consult? the information for them. This ISN’T a consult!

What Should I Do? • If the guest asks you multiple questions that you can’t answer let them know
you will get a category specialist/manger to assist them.

• Check with your Manager if you aren’t sure who to introduce to the guest.
• When introducing a new associate to your guest let them know why (“They are

our category specialist in motion furniture…”)
• Share, in front of the guest, what the question was.
• Thank the guest for the time you spent together and let them know they are

with the best person to help them with their journey.
• After the guest leaves debrief the consult.
• Find out what happened and see if there is an approach you
• can try next time a similar situation occurs.

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FURNITURE SELLING

CLOSING THE SALE

The Purpose of Trial Close Assumptive
Questions: Close
Simple questions that give
Questions Cause you the “temperature” of the If the guest has not objected
3 Effects sale and get the guest to by the end of the process,
agree and say YES! then move to the next step
Think assuming they already said
Think – The guest has to think Tie Downs & Yes.
about each question. The more Agreements:
they think in the store, the less Recommended
likely they are to say they need to “Wouldn’t you agree...” Approach:
think at home.
“Doesn’t it make sense?” “I have everything you
Decide want in stock and ready for
The guest gets to make “Your sleep is worth it, delivery. How did you want
small decisions which builds right?” to pay?”
momentum on selecting the right
items and warms them up to the “Suppose I could resolve “I have everything priced
ultimate decision of purchasing. that; would you buy this out and within your budget.
one?” The next step is to apply
Respond for funding and schedule
Lecturing facts to a guest is one- “Is there any reason you delivery, right this way.”
way talking and they don’t wouldn’t want this?
have to engage other than a lazy
head nod. The guest will “This product seems to fit,
respond thoughtfully when asked what are your thoughts?”
questions and engage with the
sales associate more often. “Whose name will this
purchase be under?”

<<<<< Closing is a progression, not a single step >>>>>

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Direct Close Alternative Summary Close
Close
Asking the guest, point List out everything the
blank, if they are buying. Asking the guest a question guest has selected or all
with “this or that” versus the solutions to restate
Recommended asking a direct question the value. Summarizing
Approach: resulting in yes or no. their options will allow the
guest to accept, change
“What do you think, is this Recommended merchandise, or reveal an
the one?” Approach: objection.

“Do you want to buy it?” “Which sofa did you want; Recommended
the power reclining or the Approach:
“If you’re approved, are you manual?”
buying this one?” ““We selected your Sofa,
“If both mattresses were in Loveseat, and tables along
“Do you want to take this your bedroom, which one with accessories to tie the
one?” would you curl up into each whole room together. Did
night?” we forget anything? Perfect,
let’s get your payment!”
“Do you want one or two
side tables?” “Earlier you mentioned
getting a dining table
that would hold up to kids
playing on it and would be
stylish and modern. I think
this will solve all of those
concerns, what do you
think?”

Telling isn’t selling” “Ask for the sale”
One-way conversation or lecturing. Effective and artful questions.

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FURNITURE SELLING

CLOSING - TAKING ACTION

Once you’ve asked for the sale, there are only two possible routes it can go: the guest asks you for pricing information or
they present you with an objection:

Ask for Pricing Information Present You With an Objection

1. Review order, calling out the size, color, and options 1. Know that an objection doesn’t mean you’ve lost
to make sure the correct product is included. a sale, it just means more information is needed
before the sale can continue.
Gain agreement on:
• The cost of the furniture 2. Empathize with the guest and let them know that
• The cost of any protection plan. you understand how they feel.
• The cost of delivery
• The cost of tax. 3. Help calm their anxieties by letting them know that
others have felt the same way.
2. Present your guest with their options, including
various finance options.. 4. Present the guest with a solution to the problem.

Objections

An objection is simply uncertainty the guest has about purchasing and owning the product. This needs to
be addressed or the guest will not feel confident to buy.

Common Objections Objections can be handled in
two ways:
• Think About It
• Shop/Competition 1. Proactive – Salesperson addresses it first during the
• Price process
• Spouse/Partner
• Priority/Timing 2. Reactive - guest brings it up first and salesperson reacts to
• Measure it.continue.
• Out of Stock

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CLOSING - OBJECTIONS Shop Around

Think About It Proactive
• Ask why they decided to choose us as
Proactive
an option
• Aocus on solutions, not just features to help • Ask about research and recommenda-
add certainty
tions early
• Reduce choices and options during Customize • Build value in your expertise and guest
to avoid choice anxiety
experience Focus on why buy this
• Telling isn’t selling – Questions cause thinking product, why buy from us, and why buy
and decisions in store from me

• Always work toward resolution and certainty Reactive
with consults “How many places do you really want to
shop?”
Reactive
“What are you uncertain about; the product, “I know it’s not fun going to several places
price or our company?” telling your story over again. I would love to
help you avoid all that, so what concerns do
“Thought is instant, so it seems this is you still have?”
probably not the one. What else are you
unsure of?” “If everything was the same between us and
them, where would you buy and why?”
“I understand it can be confusing selecting a
mattress once every 10 years. What are you “What is missing here that you will hope to
unsure of… is it the comfort or price?” find elsewhere?”

I agree, I would take some time too. Here are
three questions that help: How does this
compare to what you have?

How does this compare to what you’ve seen?

How does this compare to what you want?

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FURNITURE SELLING

CLOSING - OBJECTIONS

Price Spouse/Partner Priority/Tim

Proactive Proactive Proactive
• Discuss price using Luxury, Popu- • Ask about the budget they al-
• Discuss the guests t
lar, Affordable options Show step ready discussed at home Ask • Discuss the other ite
up and down features to justify about the partners concerns or
price differences Focus on prod- questions needed first Create
ucts as solutions to pain points • Get guest to text pictures as you and improved life
• Build value in sleep and improv- go. • Avoid using the sale
ing their life Use price compar- • “Did they send you in to check it buy in this case
isons to other common items off the list?”
Explain all funding options to Reactive
make it affordable Reactive “Suppose everything
“If your partner agrees with you, is you were back in the
Reactive this the one?” store, is this the one y
“A mattress lasts 10 years, so think
of the things we buy over the life “What if they say no? What would be “Get it reserved now s
of a mattress. Your $25 per month their concern?” you want it!”
membership or coffee habit is
$300 per year - that’s $3,000!” “Let’s reserve your progress so you “You’re here now, let’
won’t have to start over again when started or checked off
“This isn’t something you do every you come back.” your time is worth it.”
day, treat yourself!”
“Let me show you how
“This is why you work so hard, so you progress we’ve made
can afford things like this!” today, so you don’t ha
in two months.”
“Imagine using this and not having
those issues anymore, what’s that
really worth to you?”

If I could get you flexible funding,
would you keep this as an option?”

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ming Measure Measure

time frame Proactive Proactive
ems and tasks • Ask if they are changing sizes • Ask if they are changing sizes
e urgency in sleep
e as the reason to and if they measured and if they measured
• Room Sketch and discuss op- • Room Sketch and discuss op-
was done and
you would get?” tions for proper fit tions for proper fit
so it’s ready when
Reactive Reactive
’s get something “I agree we shouldn’t send you “I agree we shouldn’t send you
f the list because anything that won’t fit in the room. anything that won’t fit in the room.
” Suppose you measure and it fits… is Suppose you measure and it fits… is
w to reserve the this the one you would come back this the one you would come back
e and buy?” and buy?”
ave to start over

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FURNITURE SELLING

CLOSING - OBJECTIONS

Out of Stock Spouse/Partner

Proactive Proactive
• Ask if something is not in stock, would • Ask about the budget they already dis-

they wait cussed at home Ask about the partners
• Create urgency in getting on the wait list concerns or questions
• Get guest to text pictures as you go.
Reactive • “Did they send you in to check it off the
“I know you wanted it for this coming event, list?”
but remember there are 365 days each year
you will be using this for all the holidays, Reactive
birthdays, family dinner or movie nights. “If your partner agrees with you, is this the
Don’t let one day effect the other hundreds one?”
of days you will use it!”
“What if they say no? What would be their
“Fast forward 2 years. Will you be happier concern?”
with the one you waited for, or the one you
settled for?” “Let’s reserve your progress so you won’t
have to start over again when you come
back.”

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Priority/Timing Measure

Proactive Proactive
• Ask if they are changing sizes and if
• Discuss the guests time frame
• Discuss the other items and tasks needed first they measured
• Room Sketch and discuss options for
Create urgency in sleep and improved life
• Avoid using the sale as the reason to buy in this proper fit

case Reactive
“I agree we shouldn’t send you anything
Reactive that won’t fit in the room. Suppose you
“Suppose everything was done and you were measure and it fits… is this the one you
back in the would come back and buy?”
store, is this the one you would get?”

“Get it reserved now so it’s ready when you
want it!”

“You’re here now, let’s get something started
or checked off the list because your time is
worth it.”

“Let me show you how to reserve the progress
we’ve made
today, so you don’t have to start over in two
months.”

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FURNITURE SELLING

QUICK QUIZ

After studying this module, let’s test your knowledge. Answer the following questions on a blank sheet of paper and be
prepared to show your facilitator your work:

1. What does the protection plan cover?
2. When do you bring in a consult (category specialist)?
3. What is the Room Planner? Prepare to sketch out a peer’s room with one.
4. What is an example of a trial close?
5. What are the two common fears that sales professionals have about closing a sale?

How do you overcome them?

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FOLLOW There are many reasons to follow up with your
UP guest:
.
FOLLOW-UP REQUIREMENTS
PRE-DELIVERY CALL 1. Thank them for the purchase
REVIEWS 2. Ask for a review
POST-DELIVERY CALL 3. Check on a delivery
STORIS OPPORTUNITIES 4. Suggest an additional item
5. Provide additional information
6. Check measurements to avoid returns
7. Ask what guest’s partner thinks
8. Verify an appointment or delivery date
9. Follow-up on an appointment

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FOLLOW UP

FOLLOW UP - REQUIREMENTS

Required Behaviors Reviews

• Pre-Delivery Call Driving Traffic is a vital piece of the sales
equation. Contrary to popular opinion,
the Marketing department isn’t solely
• Post Delivery Call responsible for driving traffic to the
stores…you are responsible as well.

• Ask for Referrals One way you can drive traffic to the store,
and most importantly, to you is to get your
guest to post a review on social media.

Pro Tip: Ask you guest to post a review
while you’re inputting their order. If the
guest doesn’t do it then, you’ll have another
chance to ask during your follow-up call.

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Pre-Delivery Call Post Delivery Call

Proactive Proactive

• Verify items delivered and measurements • Call within 48 hours to follow up on their
• Verify delivery date and details delivery experience
• Remind mattress guests of adjustment period
• Give delivery preparation tips • Follow up on satisfaction with furniture
• Offer additional products they didn’t purchase
“Hi (guest) this is Jamie from (insert brand
here) calling to verify your order. Did you Ask once more for the review
measure for the sectional so we can avoid
return fees? “Hi (guest) this is Chris from (insert brand
here) calling to see how your delivery went?
“Did you want me to add on the other table
you’re were thinking about for your delivery”

“One last thing to remember, our drivers
cannot take their shoes off for safety so
prepare your hallway if its snowy or raining.”

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FOLLOW UP

QUICK QUIZ

After studying this module, let’s test your knowledge. Answer the following questions on a blank sheet of paper and be
prepared to show your facilitator your work:

1. What are the four required follow-up actions?
2. What is the time frame to follow-up on a delivery?
3. List 2 things to review in a pre-delivery call.
4. What is the associate’s responsibility around reviews?

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QUESTIONS
COMMENTS
EXPECTATIONS
NEXT STEPS

Furniture Education Guide | 87

Regency Management Services Inc.

7900 Cedarville Road • Brandywine, MD 20613 • Phone 301-782-3800

regencyfurniture.com | ashleyfurniturehomestore.com | marlofurniture.com