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12 ESSENTIAL CUSTOMER COMMITMENTS

5 Reasons Prospects Wont Buy

1. They Don't Trust You or what you said

2. You didn't show them they NEEDED your product. (Inspection)

3. You didn't gain their interest (couldn't get one person involved

4. No hurry (didn't build urgency)

5. No money

• NO TILE/FIBERGLASS
• ONLY ACRYLIC
• ONLY DECISION MAKER
• WILL NOT CONSIDER RECYCLED ACRYLIC, MICROBAN
• NO SUBCONTRACTORS
• SEE VALUE IN DOING ONLY WET AREA
• ISSUES WITH CURRENT WET AREA
• NEED A REPLACEMENT IN NEAR FUTURE
• AFFORDABILITY ASIDE, THIS THE BATHROOM THEY WANT
• NO LINERS, ONLY FULL REPLACEMENT SEE THE VALUE IN ONE YEAR PRICE
• COMFORTABLE WITH ME BEING DC

5 Reasons Prospects WILL Buy

1. Pride

2. Profit

3. Protection

4. Pleasure

5. Convenience

Must have Answers

1.Why should they buy from us

2.Why do they NEED OUR product

3.Why should they spend that much more

4.Why do (NOW)

10 STEP CLOSE

1. ENTRY (Get in door)

Hi (_______) I'm Gabriel from West Shore Home (___) I'm here for our 6 o'clock appointment for your bathroom estimate. Thanks for having me over!

• How did you hear about us at West Shore Home?
• So let's take a look at this bathroom.

2. WARM-UP

• Off subject small talk (Make Connection)
• So lets take a look at this bathroom!

3. INSPECTION

4. TESTIMONIALS

5. UPGRADE

6. COMPANY STORY

7. PRODUCT DEMO

8. PRE-CLOSE

9. CLOSE

10.BUTTON UP

9 STEP PRE-CLOSE

1.PRESENT PRICE

2.VALUE

3.PIN DEPOSIT

4.PIN MONTHLY

5.4 STARS

6.PRESENT 3 PAYMENT OPTION

7.EXPLAIN ZERO RISK

8.INITIAL VISIT PROGRAM

9.ASSUME THE SALE

LEAP CALCULATIONS

% OF LIST = IVP /PROMO

% CMSN = 10% - (IVP) act%) / 2

TOTAL CMSN PAID = %CMSN X SOLD PRICE

COMMISSIONS A = TOTAL CMSN X .25

COMMISSIONS B = TOTAL CMSN X .75

PROJECT SUMMARY

PREPARED FOR: (CUSTOMERS NAME) DATE:

ADDRESS: TOWN: REP:

ADDITIONAL SPECIFICATIONS: JOB CLEAN-UP COMPANY INSTALLERS

• MEASUREMENTS:
• SHOWER PAN COLOR:
• WALL COLOR:
• TEXTURE:
• NEW DRAIN:
• NEW PLUMBING:
• SHELF AMOUNT:

• SOAP DISH:
• SEAT:
• FIXTURE TYPE
• FIXTURE COLOR:
• CEILING COLOR:
• DOOR TYPE
• 1-2 DAY INSTALL
• LIFETIME WARRANTY

MULTIPLIER 1.35

TOTAL INVESTMENT:___________________________GOODUNTIL____/____/________

CURRENT PROMOTION:__________________________

YOUR INVESTMENT:____________________________GOODUNTIL____/____/________

MONTHLY PAYMENT

SAME-AS-CASH

CASH

DEPOSIT 10%

30% DOWN

DEPOSIT 10%

$_________________

MONTHLY PAYMENT

12 MONTH NO INTERESTMNO PAYMENTS

BALANCE AT INSTALL

$_________________

$_____________________

$_________________

10 STEP CLOSING SEQUENCE

1.1st REBUTTAL

2.2nd REBUTTAL

3.ACCEPT/REJECT PROMOTIONAL PROPOSAL

4.PHONE CALL PERMISSION FOR MARKETING

5.ASSUME THE SALE

6.REDUCE JOB

7.PERMISSION FOR MARKETING FOR PARTIAL

8.ASK FOR THE ORDER

9.PACK UP

10.DOOR KNOB / STARTER PROGRAM

OVERCOMING OBJECTIONS

1st REBUTTAL

• We did agree you would feel comfortable with West Shore Home doing the work for you Correct?
• We did agree you see the value in our 1 year price guarantee, our life time warranties,our product etc. correct?
• Would you agree the best time to do a project is when you can get the most out of your money?
• At this point you are saving ($$$) with your deposit amount being ($$$)You were comfortable correct?
• We would have your project done in 8-10 weeks and you were good with that correct?

Don't you think the optimal time would be NOW? The next step is...

I'll start the paperwork and the 2 of you can discuss how you want to handle the deposit...

2nd REBUTTAL

• We did agree you would feel comfortable with West Shore Home doing the work for you Correct?
• We did agree you see the value in our 1 year price guarantee, our life time warranties,our product etc. correct?
• Would you agree the best time to do a project is when you can get the most out of your money?
• At this point you are saving ($$$) with your deposit amount being ($$$)You were comfortable correct?
• We would have your project done in 8-10 weeks and you were good with that correct?

Folks, I am here simply to help you solve you problem with your current problem with the best product on the market with a promotional savings. Could you help me out and share with me any other reasons you guys would not want to move forward today?

TERMS

NO DEMO-unable to present a price, not home, reset, etc

DEMO MAYBE-Full demo,no Sale

GROSS # SOLD-# of sales still in rescission (3 business days from day of sale)

CANCELATION-A customer has canceled the project

FINANCE REJECT-A Project unable to be funded

PENDING-A sold project that is still in Recision/Scope of work question/On hold sale/on hold opps

NET SALES-Amount of good business

NSLI-Net Sale to lead issued=Net Sales Amount/numbers of issued leads

AVERAGE SALE-Total sales/# of sales

DEMO RATE-% of leads issued that a full presentation is presented

CLOSING PERCENTAGE-% of leads issued that are sold

CORE VALUES

Personal Responsibility

From small home upgrades to major overhauls, we proudly stand behind all the work we do, because when it’s done by us, it’s done right.

Integrity

From sound business practices to honest estimates and fair pricing, we believe in doing the right thing. Period.

Excellence

We train our employees to always go above and beyond, because “good enough” isn’t good enough for West Shore Home.

Continuous Improvement

The more we advance as a company, the more customers we can serve. The more customers we serve, the more lives we can improve.

Great Lives For Great People

Whether it’s our craftsmen, our marketing team, or the people we’re lucky enough to serve, great people are at the heart of everything we do.

CORE VALUES