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BEST REFINISHERS
KANSAS CITY
9 STEP SELLING SYSTEM
9 STEPS
SELLING
1. GET IN THE HOUSE
2. INSPECTION
3. TESTIMONIALS
4. UPGRADE
5. COMPANY STORY
6. PRODUCT DEMO
7. PRE-CLOSE
8. CLOSE
9. SET EXPECTATIONS
1
GET IN THE DOOR & MAKE A FRIEND
Set the tone for the entire appointment. On time, prepared, and positive. We are going to establish our professionalism the second the door opens
(or we don't)
2
WARM-UP
Make a connection - Solve Problem
Discover Questions
- How Did You Hear About Us?
- Age of Home?
- How Long Have You Owned it?
- Are you Staying?
- How Long Considering Replacing Tub/Shower?
Go over agenda
- Measure / Inspect
- Sit at the Table
- Go over Company
- Explain Options
- Check out Samples
- Introduce Flexible Funding Options
3
INSPECTION
Create urgency - Get confirmation they need to definitely do something - Be the Pro
Discovery Questions
- Who Uses The Bathroom Currently?
- What Do You not like currently?
What is Your Vision?
- Hours a Week Cleaning?
- Cleaning Products?
- Have You Done Any Major Home Improvements?
- Where You Happy With The Results?
- Warranties Important?
- Has Anyone Shown you Any Options Yet?
- What Did You Like or Not Like About Them?
- 3 Most Important When Considering A Company For a Project?
What To Expect
- Discuss what should be done when they decide to move forward with the project
- Remove tub/shower
- Do full inspection of sub floor to make sure it is structurally sound
- Upgrade plumbing to accommodate new materials (existing valve to professional grade valve.)
- Cap off or change the overflow valve, piping, and water lines, and then reconnect the drains. So all the plumbing is updated.
"This is all standard Procedure and included with Best Refinishers KC Estimates"
- Set custom shower or tub
- Install moisture board
- Place and install wall system with all of the accessories you pick out
- We Are Not A Band aid Company
- We Examine Mold, Foundation Prior to Install
- We Build From Ground Up (No Short Cuts)
- Introduce Acrylic
4
TESTIMONIALS
- Build confidence in WEST SHORE HOME so many have chosen WEST SHORE HOME to entrust us with their project
- Already took risk out of the buying decision for them
- Trust is created by putting them into a group similar people with opportunity to convert this into a referral appt.
5
UPGRADE
Price condition
(taking the customer shopping from the comfort of their own home.) May eliminate some of the competition just by a solid upgrade.
6
COMPANY STORY
- Giving the customer the confidence to entrust their project to West Shore Home
7
PRODUCT DEMO
- Creating the desire and want for our product not settling for lesser quality
8
PRE-CLOSE
1. Present Price
2. Value Statement
3. Return on
4. Investment (ROI)
5. PIN Deposit
6. PIN Monthly
7. Present 3 Payment Options
8. Explain Zero Risk Assurance
9. Initial Visit Program
10. Assume the Sale
9
CLOSE
Solve any problems (We are professional problem solvers not sales people.)
PRE-CLOSE (BATH)
9- STEPS
PRE-CLOSE
(BATH)
1. PRESENT PRICE
2. VALUE STATEMENT
3. DETERMINE THE DEPOSIT
4. DETERMINE PAYMENT METHOD IF NOT CASH
(BOTTOM OF PROJECT SUMMARY)
5. DETERMINE COMFORTABLE MONTHLY PAYMENT
6. 4 STAR COMMITMENTS
7. ZERO RISK ASSURANCE
8. INITIAL VISIT PROGRAM (IVP)
9. ASSUME THE SALE
PROJECT SUMMARY (PRICE)
PRESENT
PRICE
VALUE
STATEMENT
DETERMINE DEPOSIT
DETERMINE INVESTMENT
METHOD
DETERMINE
MONTHLY INVESTMENT
4
STAR
EXPLAIN
ZERO RISK
PROGRAM
ASSUME
THE SALE
INITIAL
VISIT
PROGRAM
9 STEP CLOSE
9 STEP
CLOSING
SEQUENCE
1. 1st REBUTTAL & 2nd REBUTTAL
2. ACCEPT/REJECT PROMO PROPOSAL
3. PHONE CALL PERMISSION FOR MARKETING
4. ASSUME THE SALE
5. JOB ADJUSTMENTS
6. PERMISSION FOR MARKETING FOR PARTIAL
7. ASK FOR THE ORDER
8. PACK
9 SET TIME FOR FOLLOW UP CALL NEXT MORNING
1
2
3
4
5
6
9
8
7
KEYS TO
OVERCOME OBJECTIONS
5 STEPS TO
OVERCOME
OBJECTIONS
1. IDENTIFY
2. AGREE
3. ISOLATE
4. SOLVE
PROJECT SUMMARY
PROJECT
SUMMARY
- REMOVE TUB / FLOOR / CURB DOORS / WALLS / PLUMBING
- CLEAN UP / HAUL AWAY / RECYCLE
- INSTALL NEW MOEN BRAND VALVE SET (FINISH) (UPGRADE)
- INSTALL NEW ACRYLIC PAN/TUB WITH SLIP RESISTANCE (SEAT?)
- ACRYLIC WALLS
- ACRYLIC CORNER SHELVES / SOAP DISH
- SAFETY HANDLES (2) (FINISH) (TEXTURE)
- WINDOW KIT / CEILING PANEL?
- INSTALLATION INCLUDES TRIPLE LOCK SEALS (PATENTED)
- VIRGIN ACRYLIC MATERIALS WITH SILVER SHIELD TECHNOLOGY
- DOUBLE LIFETIME WARRANTIES / 3 YEAR SERVICE LABOR WARRANTY
- TYPICAL 2-3 DAY INSTALLATION WITH NO CLEAN UP
SALE CHECKLIST
SALE
CHECKLIST
- CUSTOMER SIGNS -PROJECT SUMMARY
- CUSTOMER SIGNS - ZERO RISK ASSURANCE PLAN
- CUSTOMER FILLS OUT - CREDIT APP & PROVIDES ID (NON-CASH)
- CUSTOMER FILLS OUT- ELECTRONIC PAYMENT AUTHORIZATION
- CUSTOMER FILLS OUT- IVP ACCEPTANCE (DC ENTERS ($$)
- DC - COMPLETES LEAP CONTRACT WITH PICS AND BATH DESIGN
1. CITY OR COUNTY CONTRACT
2. PHD - BATH WORK ORDER
3. BATH MEASURE SHEET
4. LEAD SAFE FORM
- DC - REVIEW & SIGN CONTRACTS. EMAIL WITH EPA BOOKLET
- DC - ENTER FINANCIAL INFO - SEE DECISION TREE
- DC - COLLECT MONEY DOWN - PROCESS IN APPCONNECT-PS
NO SALE CHECKLIST
NO SALE
CHECKLIST
- CUSTOMER FILLS OUT IVP REJECTION FORM
- LEAVE CARD / EMAIL PRICING
AFTER SALE PAPERWORK
AFTER
SALE
PAPERWORK
RESULT APPOINTMENT IN LEAP (DRIVEWAY)
UPLOAD PROJECT SUMMARY - SALESFORCE (ACCOUNT)
UPLOAD BCR / MEASURE - LEAP (ACCOUNT)
UPLOAD ZERO RISK - LEAP (ACCOUNT)
UPLOAD IVP A/R - LEAP (ACCOUNT)
EMAIL-CONSUMERFINANCE@BESTREFINISHERS.COM
- PDF CREDIT APPLICATION*
- PDF ELECTRONIC AUTHORIZATION FORM
* USE CAMSCANNER TO CONVERT PHOTOS TO PDF
PHOTOS TO INCLUDE
PHOTOS
TO
INCLUDE
- LEFT & RIGHT WING WITH TALL TAPE MEASURE(TM)
- BACK WALL WITH TM & (ADDITIONAL WALLS)
- HEIGHT OF SHOWER WALLS AND CEILING W/TM
- BACK WALL TO OUTSIDE OF TUB OR THRESHOLD W/TM
- FLAT FLOOR - WALLS TO CENTER OF DRAIN W/TM
- CURB - IN & OUTSIDE H&W. DOOR H&W W/TM
- WINDOW - H/W/D CEILING W/D SOFFIT H W/TM
- 4 QUADS AND WIDE VIEW OF ENTIRE TUB/SHOWER
- CLOSE UP PHOTOS OF DAMAGED AREAS
AFTER NO SALE PAPERWORK
AFTER
NO SALE
PAPERWORK
- RESULT APPOINTMENT IN LEAP (DRIVEWAY)
- CALL IN TO SALES MANAGER TO REVIEW
- UPLOAD PROJECT SUMMARY - (ACCOUNT)
- UPLOAD BCR / MEASURE - SF (ACCOUNT)
- UPLOAD IVP A/R - LEAP (ACCOUNT)
- ENTER NOTES TO ASSIST WITH RE-HASH
FINANCE CONTACT INFORMATION
FINANCE
CONTRACT
INFORMATION
GREENSKY
- DEALER ID: 81050784
- (800)357-1558 OR (868)936-0602
SERVICE FINANCE
- DEALER ID: 200127898
- (561)571-3896 MARY ARELLANO
FOUNDATION
- DEALER ID: 7509000
- COMPANY ID: FOUN405
- (855)241-0024
CONSUMERFINANCE@BESTREFINISH.COM
LEAP CALCULATIONS
LEAP
CALCULATIONS
- % OF LIST = IVP / PROMO
- % CMSN = 10% - (IVP PAR% - IVP ACT%) / 2)
- TOTAL CMSN PAID = %CMSN X SOLD PRICE
- COMMISSIONS A = TOTAL CMSN X.25
- COMMISSIONS B = TOTAL CMSN X .75
TEST
4 WRITE AGENDA
#5 WHAT IS THE PURPOSE OF MEASURING EVERY DOOR / BATH
#6 WRITE 5 QUESTIONS YOU WOULD / SHOULD ASK DURING THE INSPECTION, SPECIFIC TO THE PRODUCT TYPE
(HINT QUESTIONS ARE ENDLESS)
# 7 WHAT IS THE SCRIPT AFTER CONCLUDING AGENDA
#8 WHAT IS THE SCRIPT LEADING INTO THE TESTIMONIAL
#9 AFTER TESTIMONIAL, WHAT TIE DOWN QUESTION SHOULD WE ASK?
#10 WHAT ARE THE 2 MAIN OBJECTIVES OF THE UPGRADE?
#11 BRIEFLY EXPLAIN WHY THIS IS IMPORTANT
#12 LIST AS MANY ESSENTIAL COMMITMENTS AS YOU CAN
1. No Tile or Fiberglass
2. Only consider acrylic
3. Only decision maker
4. Will not consider recycle acrylic. Microband
5. No Subcontractors
6. See Value on only doing wet area
7. Issues with current set area
8. Need a replacement in the near future
9. Affordability aside, this is the bathroom you want
10. No liners, only full replacement
11. See the value in 1 year price
12. Comfortable with me being DC
(If we can agree on one thing, it’s that you definitley need to replace your tub/shower in the very near future)
#13 LIST THE OPTION WHEN CONSIDERING A BATH REMODEL
#14 WHERE IS OUR BATHS MANUFACTURED
#15 WHAT MATERIAL IS OUR BATH MADE OF
#16 WHAT IS THE ANTI-MICROBIAL ADDITIVE IN OUR BATH SYSTEM
#17 WHAT DOES WEST SHORE USE TO "BIN" THE SEAMS
#18 WHO IS THE PARENT COMPANY OF OUR BATH MANUFACTURER
#19 WRITE THE TIE-DOWN OR COMMITMENT QUESTION AFTER AN AWESOME PRODUCT DEMO
#20 LIST 5 UNIQUE TRAITS OF WEST SHORE HOME AND BRIEFLY EXPLAIN WHY THIS WOULD BE IMPORTANT TO OUR CLIENT
#21 WRIRE DOWN THE TIE DOWN OR COMMITMENT QUESTION AFTER THE COMPANY STORY
#22 WRITE THE STEPS TO THE PRE-CLOSE
#23 WRITE THE VALUE STATEMENT
#24 WRITE 1ST REBUTTLE
#25 WRITE 2ND REBUTTAL
#26 LIST 5 STEPS TO HANDLING OBJECTIONS
#24 WRITE THE TRANSITION STATEMENT BEFORE PINNING THE DEPOSIT
#26 WHAT IS THE SCRIPT FOR PIN THE DEPOSIT
#27 WHAT IS THE SCRIPT FOR THE PIN PAYMENT OPTIONS
#28 WHAT FINANCIAL FIGURES DO WE SOLIDIFY WITH OUR CLIENT DURING PRE-CLOSE?
#29 WRITE THE TRANSITION STATEMENT AFTER PINNING MONTHLY PAYMENT
#30 WHAT 4 AREAS DO WE NEED TO GET COMMITMENTS ON DURING THE 4 STAR COMMITMENTS?
#31 WHAT DOES THE ZERO RISK ASSURANCE PLAN INCLUDE
#32 PRESENT THE INITIAL VISIT PLAN (IVP)
#33 WHAT DO WE ALWAYS DO WHEN ASKING FOR A CLIENS’T BUSINESS/
#34 WRITE DOWN 1ST REBUTTAL
#35 WRITE DOWN 2ND REBUTTAL
#36 WHAT FORM SHOULD BE USED AFTER REBUTTALS?`
#37 LIST 2 REASONS YOU US THIS FORM?
#38 LIST THE 5 STEPS TOHANDLING ON OBJECTION SYSTEMATICALLY
#39 WHAT DO WE NEED TO HAVE THE CLIENT DO DURING BUTTON UP?