THE CONSULTATION
Our Homes allow us the unique freedom to surround ourselves with our favorite colors, textures, objects, and memories. At Williams Sonoma Home we offer complimentary design services to help our customers achieve this and to create a comfortable, welcoming home that reflects their unique character. In-home consultations are an even more personal way to serve the client. In Home consultations tend to drive larger sales and create the opportunity to design additional rooms in the home. Before performing any off-site consultations, Design Associates must: • Read through the Off-site Client Consultations Policy and Procedure in its entirety. • Sign the Off-site Consultation Waiver. Once signed, this document should be given to the General Manager and placed in the associate file. • Williams-Sonoma, Inc. requires associates to have liability insurance if driving a personal vehicle for company business. For Design Associates who will be driving a personal vehicle to off-site appointments, the associate must provide the GM with a copy of the state required
auto liability insurance or proof of financial responsibility. IN-HOME CONSULTAT ION T IMEL INE
A typical consultation should include, but not be exclusive, to the following steps: 1. Information gathering in store or over the phone and set up an appointment
2. In-Home appointment 3. Create the presentation 4. Present back to the customer
5. Place the order! 6. Track the order 7. Follow up – 2.0
STANDARD EXPECTAT IONS FOR ALL CONSULTAT IONS • Ask questions from the key Areas of Exploration to determine the client’s style, lifestyle, priorities, budget, and time frame. • Inquire about existing pieces the client would like to incorporate into the new design. • Take notes using a Design Crew Lead Sheet or Customer Profile Form. • Ensure that you have accurate measurements. Include all doorways, elevators and stairwells to ensure a successful delivery. • Suggest additional items to complete the look — don’t forget to make recommendations for décor, wall accessories, and lighting. • Always offer the Williams Sonoma Visa Card, and calculate the potential savings and Rewards earned from the purchase. • Add each customer to your Clientele Book and indicate how they prefer to be contacted and for what reasons. • Invite guests to future events which may be of interest to them. • When performing an in-home consultation, bring along another Design Associate if possible. The second team member may be an expert from another brand or a visually talented associate who may bring some fresh ideas. • Ask what other rooms they need help with.
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