Best Practices

Be positive, believe in the value of the program and the benefits it offers. Remember that the tone of your interaction, being confident, at the very start of the exchange, has a big impact on the outcome.

Conduct a needs analysis for the Guest. Analyze how those needs are met by the benefits of the Plan.  Stamp your recommendation for the need to buy the Plan.  Home in on and overcome objections.

Know and understand “consultative” selling techniques; practice them in advance of  approaching customers (see below).  Practice the Learn - Teach - Sell method.  Don't just "wing it" or be unprepared.

Umbrella questions are a useful tool to get your Guest talking more about what they’re looking for.  Practice these examples: “Can you explain that a little further?” or “Can you tell me more about that?”  Using umbrella questions also requires good listening skills.

  Adjust your questions and scripts so that they are  relevant to the needs of your Guest (see our training site for suggested scripts).  Listen for clues, ask scripted umbrella questions to draw out more clues of needs.  Match and discuss Plan benefits that meet those needs.

Focus only on coverage relevant to the transaction at hand.  Discussing the benefits of rip coverage with a Guest purchasing a dresser focuses on Plan benefits having nothing to do with your Guest's needs - it destroys your credibility.  Focus on coverage applicable to the transaction at hand.

Read and understand plan coverage, contact us with questions.  Remember, you are the expert on the Plan's coverage and benefits.  You lose credibility when it is obvious you don't know what you are talking about or that you are making it up or "winging it."  Doing your homework about the Plan's features and benefits, how they apply to different situations, builds your confidence and your Guest's trust in your advice.

Never miss an chance to present or discuss the Plan. Every Guest should have the opportunity  to purchase Plan coverage that helps them maintain their furniture.  Think of it this way, when you fail to mention the Plan, or do so halfheartedly, you are making a decision to take valuable benefits away from your Guest.  All Guests appreciate being fully informed and educated - you can't do that if you don't mention the Plan.

It is difficult to accomplish important things when we are unorganized.  Setting goals focuses and clarifies direction and purpose.  

Use the S.M.A.R.T method:

Specific:  Define a clear goal.

Measurable: Make it easy to track progress.

Attainable:  Stretch yourself within reason.

Realistic:  Ensure you have the resources and opportunities needed to meet the goal.

Time:  You must have the time needed to reach the goal.