West Shore Home Final Exam
What is the Agenda?
"Mr & Mrs. Smith, here's what were going to do this evening: We'll go around and look at your existing tub/ shower setup and get some measurements, Ill need your help with that. Then Ill run to my car and grab some samples. If we could have a seat at your kitchen table when I come back; ill exp,sin a little bit about the company, show you some of your options that are available and then show you some samples of our products. Finally, I'll leave you with a quote that is good for 1 year. I'll also share with you a promotion that we have going on right know, and for those who qualify, I will share with you a special program we have depending on your level of interest. Lastly, I'll share our flexible funding options that are available for all types of budgets. Fair enough?"
Leap says your IVP is $10,028, what should your IVP that you present to the customer be?
$9,991
What is the point of the inspection?
(All of the above) Goal is to BUILD URGENCY. -have them admit the job cannot wait. -Establish a NEED, create DESIRE, and URGENCY
If you build good rapport talking about sports with the homeowner, how long should you spend chatting before moving on?
(False) do not spend all day chatting, try to move the appointment forward
Where should you park when arriving at the customers home?
(False) in front of the home, not in the driveway
On Demo no sale, when are you required to upload dispo sheet to Salesforce?
(False) must upload before your next appointment
How long into appointment should product demo occur?
(False) should occur 65-80 mins. Into appointment
What should you do after presenting the IVP price?
(False) you should always assume the sale
When should price conditioning start?
(False)During the inspection process
What is the main reason a lead does not get sold?
(None of the above) No other reason other than we fell short as the DC
How long into the appointment should it take to complete the inspection portion of the appointment?
(True) between 20-30 minutes
When should you solidify the sale?
(True) during and after the paperwork
When are you required to address chatters that you receive through Salesforce?
(True) within the day
What are some main reasons a customer won't buy?
-no money -no trust -no urgency -not all decision makes present
If a marketing call is necessary, what aspects of the call are important?
-state urgency -describe the product in detail bring excitement - make it seem that it is their idea -present price& assume the sale
10 steps to WSH selling system in order
1. Entry 2. Warm up 3. Inspection 4. Testimonials 5. Company story 6. Upgrade 7. Product Demo 8.Pre close 9. Close 10. Button up/ Paperwork
Pre close in order
1. Present 1 year price 2.Value Statement 3. PIN deposit 4. PIN payment 5. PIN monthly 6. 4 star commitment 7. Zero risk assurance 8. IVP 9. Assume the sale
What time should you arrive to an appointment?
15 minutes
Cash jobs require how much down at time of sale?
30%
How many commitments do we get from the customer during the preclose?
4 star commitment
When someone is looking to remodel an entire bathroom, what is the affiliated cost with the wet area on a typical quote?
60-70%
When do you go to car to get your samples?
After completing the inspection, before the testimonials step in the sales process.
Why must both parties be in the bath area during inspection?
All parties making the decision need to be in the bath area during inspection. Because you need agreement from both, you must establish NEED, DESIRE, & URGENCY from both.
What should you do when making a marketing call to your manager?
Always have the objection funnel down to price
Purpose of the product demo
Answer: (false)
When a customer shows you a picture of a bath area that they found on Pinterest, but we cannot build, what should you do?
Design something as close as you can and send them a quote anyway
When you deliver the promo price on the project summary and the customer says "Yeah, that's more than we thought." What should you do?
Do NOTHING, say NOTHING. Just small nod and wait for them. First one to speak has lost.
If your appt is set up for John and Mary, but only one of them is there, after 5 minutes what should you do?
Do the warm up and inspection, then attempt to reschedule
What is the Significance of the Testimonials step in our selling system?
Goal is to Build customers confidence in WSH. -Why so many have chosen WSH to entrust us with their project -Take the RISK out of the buying decision for the customer
What is the goal of the Upgrade step in the selling system?
Goal is to eliminate all other buying options for the customer. -eliminate the competition -price conditioning
Steps to solving objections
Identify Agree Isolate Solve Assume the sale (Debate is NOT part)
What should you ALWAYS ask father the inspection step is complete on EVERY appointment?
If there are any other deciding parties that should be present going forward
What do we focus on when talking about the company story?
In house installers and the unique installation process
When you are porches, one-legged, ran out of time, whose job is it to reset the appointment?
It is the DC's (false)
Are faded or stone washed jeans acceptable?
Jeans are not acceptable attire
If your region has established local google reviews what should you show the customer when doing testimonials?
Just local reviews
Where should the appointment take place following the inspection?
Kitchen or dining room table
Goal of the warm up?
Make a connection and make them feel comfortable.
If a customer cancels a project due to "feel they can hold off", typically the reason was due to what?
Need & urgency was not created
Correct way to present the right of rescission?
Never say the words cancel
At the end of inspection, what guarantee should you receive from customer?
No matter what company does the work, promise me that you will have these problems fixed ASAP
Should you quote interest rates while talking through consumer financing?
No, do not discuss that at that point
Can you sell jobs with even numbers? 10500 or 15000
No, sell jobs ending in 1
What should you change about your demo based on the condition of the house?
Nothing, follow the manual.
Key components of the Button-up?
Paperwork Future business prevent cancelations
Are sneakers acceptable attire for WSH employees?
Sneakers are not acceptable attire for WSH employees
Are untucked shirts acceptable attire for WSH employees?
Untucked shirts are not acceptable for WSH employees
If you are working to get a customer financed but are waiting on a decision on a 4th lender, what should you do regarding your next appointment?
Wait for lender, complete the sale, text dispatch and ask for a push
When are you required to respond to Chatters on Salesforce
Within 1 day (24 hours)
Sales rep should review every line and detail of the work order every time.
Yes, every time