SALES TRAINING GUIDE 08/11 A note from Aristotle: We are what
we repeatedly do. Excellence then is not an act, but a habit
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Earning Potential Maximize Your Earnings by Maximizing Your
Opportunities Time is Money Provide Your Customer with Recourse
when an Accident Occurs Provide an Excellent Buying Experience for
Your Customer that builds Loyalty and Guarantees additional Repeat
and Referral Business O VERVIEW 2
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1 st Sale Did not Sell Protection Plan 3pc. Bedroom set Plan
Cost = $199.00 1 Fabric Sofa & Loveseat = $149.00 Total Daily
Protection Plan Sales = $149.00 @ 20% commission = $29.80 a day
Sell 1 plan a day, 5 days a week x 4 weeks = $596.00 a month
$7,152.00/ year & Sell 1 Queen Mattress Protector a day, 5 days
a week x 4 weeks @ $79.00 = $316.00/month $3792.00/year Typical
shift; Assume 5 ups & 2 customer sales Protection Plan sold on
1 out of the 2 sales Results for Sales Associate Time is money -
Maximize your Earnings Sell One a Day! 2 nd Sale Protection Plan
Sold E ARNING P OTENTIAL Prices for plans vary from store to store.
This is just an example 3
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4 T HE R ECOURSE : T HE N O H ASSLE C LAIM P ROCES S Consumer
Responsibility Read the protection plan to understand terms and
conditions Date of notice of the stain or damage, up to 30 days to
report accident Since all plans are automatically registered, only
in certain, rare circumstances will we need the sales receipt.
Establishing a Claim Via: Phone, Fax, Chat, E-mail, On-line or Mail
Multi-lingual Customer Care Agents: English, Spanish, and French T
HE C LAIM P ROCESS
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Customer Care will ask the consumer questions to determine best
course of action Provide advice or send a specialized cleaning
product at no charge to the consumer Arrange for a Professional
Service Technician to service the stain or damage If the problem
persists, customer care will order and track parts through receipt
and installation If the parts are unavailable, we will authorize
replacement of the affected item at the original store of purchase
We encourage you to sell a new plan on the replacement furniture
Satisfied Consumer New Claim T HE C LAIM P ROCESS T HE R ECOURSE :
T HE N O H ASSLE C LAIM P ROCES S 5
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F URNITURE P ROTECTION P LAN C OVERAGE Eco Premium Plan: Sample
Warranty Language Coverage on New Fabric, Microfiber, Leather,
Vinyl, Wood and Solid Surface Furniture Stains including unknown
stains & human/pet body fluids Dye transfer Household heat
marks/burns Punctures & rips (excluding seams) Fading from the
sun on wood furniture Cracking and peeling of top grain leather
only Checking, cracking, bubbling, peeling of finishes or lifting
of veneers as the result of a liquid spill on wood furniture
Scratches and gouges which penetrate the finish Mirror chipping
Exclusions Damage occurring prior to or during delivery, while
item(s) are being moved between residences, or during or out of
storage; Item(s) that are sold AS-IS, not new or stained/damaged;
Stains/damage from incontinence or pet damage other that that
listed; Failure to comply with the manufacturers instructions, from
cleaning products (other than Technician's Brand), other service
providers, or manufacturers defects; Stains, damage, wear &
tear including damage from everyday use, hair and body oil, or
cracking an peeling other than as described above; X coded fabrics,
natural markings, item(s) used in a in-home or commercial business;
Acts of God, civil unrest, terrorism, or anything not specifically
listed in the coverage section of this plan. Note: Refer to actual
Plan Certificate for additional details C OVERAGE 6
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7 T ECHNICIAN S B RAND K IT WITH E CO F RIENDLY P RODUCTS
Features GREEN products Easy to use & Effective Good for the
furniture Better for the environment P RODUCT
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Customer Buying Experience What our Protection Plan provides A
GBS Protection Plan provides Peace of Mind and Freedom for
customers to enjoy their new furniture Customers have the Freedom
to Choose the furniture they like and dont have to let Fear
compromise Taste Allows customers to Protect their Investment
Covers most Household Accidents that happen over an full 5-years A
kit of ECO Friendly Products to help customers extend the life of
their furniture and make cleaning easier C USTOMER B ENEFITS 8
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F EATURES AND B ENEFITS Features The finest Home Care and
Maintenance products in the industry 5 Year Accidental Coverage
Plan with a replacement feature if Service cannot correct the
problem Accessibility to a National Service Technician Network at
no cost Toll Free Number to In House Call Center for assistance 7
days a week Quick cleaning advice accessible 24 hours Benefits
Makes Cleaning Easier and helps Your Customer keep their furniture
looking newer, longer Provides Recourse when an Accident occurs all
the way through replacement of the affected piece if necessary
Customer makes one contact with our Service center when an accident
occurs and immediately receives a solution, No Charge. The
alternative to not having the Protection Plan can be very costly to
your Customer with service charges running in the hundreds of
dollars, for a single accident - or worst yet, having to incur the
costs associated with replacement of the affected piece 9 F EATURES
& B ENEFITS
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10 Have the mindset that You sell Protected Furniture Introduce
the Furniture Protection Plan Early on in your conversation with
Your Customer Use the Protection Plan as A Way to Sell The
Furniture Emphasize the Benefits of the Plan and relate them to
Your Customers specific needs (Keep in mind: Features are
interesting Benefits are compelling ) Let Your Customer know they
have 30 days to report an Accident Reduce the price of the program
to the ridiculous. For example the cost of a $100 Protection Plan
is only 5 cents/day. Inform your Customer that when an Accident
occurs, they will be serviced at no charge through replacement of
the damaged piece - Make one call or one contact - thats all theyll
need. The only recourse without the Plan is the Yellow Pages. S
ELLING THE P LAN S ELLING S TRATEGY
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S ELLING THE P LAN Some key words and phrases that compel
customers to purchase the Plan 11 Sample words that represent the
benefits of the Program: Peace of MindFreedom to live your
lifestyle Costs pennies a dayAccommodates your lifestyle Protects
your investmentWorry-free against accidents Increases longevity
Saves time and money No hassle or hassle free serviceLets you live
on your furniture Simple, easy, quick Convenience Sample phrases
that represent benefits of the Program: One of the great things
about shopping at our store is that we offer a program that takes
care of any accidents that happen to your furniture after the sale
We have a program that makes taking care of your furniture easy and
convenient You dont have to worry about choosing light colors
because we have a furniture protection plan that protects all your
purchases S ELLING S TRATEGY
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A DDRESSING O BJECTIONS O BJECTIONS ARE MERELY O PPORTUNITIES
1. I cant afford the Protection Program Response: I want to make
sure you understand the value of our Protection Program. First, we
have a 5 Year Accidental Protection Plan that covers most of the
accidental stains or damage that can and most likely will occur
while youre enjoying your beautiful furniture. There is no cost for
service, repair or replacement of the affected piece when you
purchase the program. The cost of fabric, leather and wood repairs
can run into the hundreds of dollars with no guarantee that service
can correct the problem. In addition, you receive a complimentary
care and maintenance kit containing eco, family and pet friendly
products specially made for your furniture. May I ask you Mrs.
Jones, what is the Price for having the Peace of Mind to protect
your investment - and the freedom to enjoy your furniture for many
years? 2. I really dont need it, were careful Response: Accidents
can and do happen - often. You cant predict them or prevent them
all you can do is help protect against them. This is not a
Warranty; its an Accidental Protection Program offering protection
for you and your loved ones - so you can have the freedom to enjoy
your furniture. It takes only one accident to realize the value of
our program. There is a high cost associated with service or
repairs. One service, repair more than makes up for the cost of the
program. Peace of Mind is what youll have when you purchase the
accidental program and all for only pennies a day. 3. Fabric is
easy to care for especially Microfiber. Response: A fabric,
especially microfiber, is easier to care for - but that doesnt mean
accidents wont happen to your microfiber upholstered furniture.
With a little effort you can remove stains from Microfiber at the
surface, but if the stain is petroleum-based - once stained it is
more difficult to clean. Our cleaner will help with the care of
your fabric. In addition to providing you with specialized products
for the care and maintenance of your furniture, our Protection Plan
covers you for accidental stains, rips, tears and burns. You can
never predict when an accident will occur, but you can always be
protected. Our Plans offers Peace of Mind for every lifestyle and
the best part; it only costs pennies a day. O BJECTIONS 12
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13 M ATTRESS P ROTECTION What is Your Customer Sleeping With? M
ATTRESS P ROTECTION
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M ATTRESS T ESTING & R ESULTS The grey dust in this photo
is comprised of dead skin, dust mites, both live and dead, and dust
mite excrement. This sample is from a small area on the bed. Over
30 million Americans suffer from allergic sensitivity to dust
mites. Americans spend about $4.5 billion per year on prescription
allergy medications. M ATTRESS P ROTECTION 14
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S ELLING M ATTRESS P ROTECTORS Health Benefits The average
person loses pint of body fluid while sleeping each night The
average person will lose millions of dead skin cells every day The
dust mites and their fecal material, your skin cells and moisture
can cause your mattress to double in weight over a ten year period
By protecting your mattress you reduce the dust mites ability to
multiply by cutting off their food source. Selling Tip Mention the
mattress protection Early and Often in the sales process!! This
gets the customer used to the idea and more comfortable with the
purchasing decision later. Do not wait to present the protector at
the counter! (Use a demo product to hand the customer) M ATTRESS P
ROTECTION Sales Pitch Protects the Manufacturers Warranty as a
Manufacturer will void their warranty due to stains. Promotes a
healthy sleeping environment for your family and protects the
manufacturers warranty for 10 years all for less than two cents per
day ! 15
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L ABORATORY T ESTING M ATTRESS P ROTECTION 16
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T HE M ATTRESS P ROTECTOR W ARRANTY - S AMPLE Coverage on the
Protector & Mattress (10 years): Protector: Stains (refer to
exclusions) Rips, Tears & Burns New Mattress: Stains (refer to
exclusions) When sold on used or existing mattresses, only the
warranty on the actual protector applies. There is no warranty
coverage on the mattress. The warranty on the mattress only applies
to new mattresses. Rips, Tears & Burns Exclusions ) or THIS
WARRANTY DOES NOT COVER OR APPLY TO: (i) Willful abuse of mattress
or mattress protector, acts of God, war, intentional or hostile
acts; (ii) Damage caused by pets other than body fluids, fading,
stains caused by cleaners other than provided by GBS Enterprises,
and mattresses used for commercial use; (iii) Stains caused while
in transit or mattresses under rental conditions; (iv) Protectors
that are not handled per laundering instructions or have been
commercially laundered; (v) Stains caused by nonfood related
grease, inks, cosmetics, bleach, alcohol, dyes, solvents, or
corrosives; (vi) Sides or bottom of mattress, linens, foundation,
box spring or mattresses not using a GBS Mattress Protector; (vii)
Claims filed under this warranty more than 5 days after the
occurrence of the stain; (viii) Mattress protectors that have been
laundered with bleach or detergent that contains bleach. This
warranty replaces all other warranties expressed or implied and no
one is authorized to assume or undertake for GBS Enterprises any
other liability connection with the sale of this product. GBS
Enterprises shall not be liable for any consequential or indirect
damage of whatever kind and shall only warranty is made by GBS
Enterprises and is not made by or on behalf of its distributors,
retailers or any other party. Note: Refer to actual Plan
Certificate for additional details M ATTRESS P ROTECTION 17
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A DDRESSING O BJECTIONS Objections = Opportunities Objection #1
: I already have one at home. Response : Response : What do you
have at home? Is it quilted? If so, you should know that a quilted
pad is not a healthy solution for your mattress. A mattress pad is
a perfect place for dust mites to burrow. It also holds body
moisture and skin cells within the quilting. Even though you can
launder the mattress pad, dust mites will get back into the pad
once its back on the mattress. The Mattress Protector is a barrier
to body moisture and skin cells, keeping them from reaching the
mattress, which in turn will keep the dust mites out. One other
important fact to note about a quilted mattress pad is that it will
change the feel of the mattress. The Mattress Protector is
lightweight and breathable so it doesnt affect the feel of the
mattress. Objection #2 : I can buy one somewhere else for less. I
can buy one somewhere else for less. Response : You might be able
to find either a product that is waterproof or one that claims to
be hypoallergenic, but finding an exact product for less is
unlikely. Response : You might be able to find either a product
that is waterproof or one that claims to be hypoallergenic, but
finding an exact product for less is unlikely. Most waterproof
products on the market are plastic, tend to be very noisy, sleep
hot, and cause you to sweat while you sleep. The Mattress Protector
is not plastic; it has a waterproof but breathable protective
membrane that allows body heat to pass through, providing a cool
sleep surface without that irritating crinkling noise. Most
waterproof products on the market are plastic, tend to be very
noisy, sleep hot, and cause you to sweat while you sleep. The
Mattress Protector is not plastic; it has a waterproof but
breathable protective membrane that allows body heat to pass
through, providing a cool sleep surface without that irritating
crinkling noise. Also, our product comes with a 10 year warranty on
the mattress protector itself and an added warranty when purchased
with a new mattress. M ATTRESS P ROTECTION 18
Slide 19
1)Remember to mention the GBS Mattress & Pillow Protectors
at every opportunity. These products dont have to be reserved
strictly for your bedding customers. The most successful sales
associate will ask every customer about the quality of their
mattress at home. Even if the customer responds by telling you the
mattress they have at home is new and in great shape, simply ask
them how they plan to keep it that way. You then have the
opportunity to explain what GBS Mattress Protectors do for all
mattresses. 2)Remember to listen for Key Terms like: Kids, Pets,
Allergies, and Travels for Work. All of these key terms will give
you something to focus on when you are presenting the GBS
Protection Products. Mattress Protection is a lifesaver for
parents, protecting their childs mattress from the effects of
nighttime illness or potty accidents. It also helps to reduce
allergens in your mattress, helps to keep pet dander from embedding
into your mattress,. 3)Remember to mention how the GBS Mattress
Protector will protect your pillow top and quilted top mattresses.
By keeping body moisture out of the mattress from day one, it will
help to extend the life of your quilted or pillow top mattress. The
expandable sidewall of the protector ensures a quality fit on these
thicker mattresses where other products may not. 4)Remember to
mention how the Mattress Protector is perfect for Memory Foam
mattresses. Because of the breathability of this protector, body
heat can pass through it, which is imperative for Memory Foam
mattresses that require body heat in order to conform to the curves
of the human body. Key Points 19
Slide 20
Attitudes 20 T he longer I live, the more I realize the impact
of attitude in life. Attitude, to me, is more important than the
past, than education, than money, than circumstances, than
failures, than successes, than what other people think or say or
do. It is more important than appearance, giftedness or skills. It
will make or break a company a church a home. T he remarkable thing
is we have a choice everyday regarding the attitude we will embrace
for that day. We cannot change our past we cannot change the fact
that people will act in a certain way. We cannot change the
inevitable. T he only thing we can do is play on the one string we
have, and that is our attitude I am convinced that life is 10% what
happens to me and 90% how I react to it. And so it is with you we
are in charge of our attitudes. Author, Charles Swindoll
