PRESENTATIONS
DUR ING THE PRESENTAT ION CONT INUED • While presenting your plan, pay attention to the client’s responses both verbal and physical (body language), and take notes on any objections that arise. • Paraphrase any feedback during the process to clarify what the client does and does not like and why. • Review the pricing and delivery information next: • Encourage them to open a Williams Sonoma credit card to take advantage of the first purchase discount and ongoing rewards program. • Emphasize that the prices and delivery times are subject to change. • Confirm once again that the pieces selected will fit into the home. • Provide a reminder that any custom upholstery items are not returnable. • Review timing of the purchase and/or delivery of all items on the plan. • Encourage the client to purchase all in-store and on-line items now. If they are unable to due to a construction or move-in date, work with your GM/DM on a strategy for holding the merchandise. • You may need to encourage your client to store the merchandise if there is not a safe amount of space in your store’s stock room or if the period of time items would need to be held at the delivery hub exceeds 30 days. AFTER THE PRESENTAT ION Once the client has made final decisions, it’s time to place the order. Your key objective in this portion of the client experience is to Keep it Simple, Get to Yes and give them Fast, Easy, Closure. Guests do not need to know all of the ‘behind the scenes’ things that have to be completed to process the sale. • Gather all the information needed to place the order. Remember to get both a phone number and email address to make it easy for the delivery provider to contact the client. • Remember to review any installation needs and select PORCH services during the checkout process. • Invite the customer to sit down and relax or browse the store while the order is being placed. Offer a cup of coffee if one has not been offered already. Avoid taking the client to the busy cashwrap. • Present all receipts in a very orderly fashion as to not confuse and overwhelm your client. • Thank your client and share that you will be in touch soon to follow up on the arrival of the items. Offer to be present for the delivery and them with any future projects or needs that they might have.
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