KNOWLEDGE

• You personally need to be doing competitive shops for all your businesses – visit competitors, review flyers
• Utilize internet for customers view as much as possible to show our great value. .i.e. Flip App
• Solidify/emphasize that we have the best price / value by promoting our “Price Match” Guarantee (Mattresses & Major Appliances)
• Promote advantages of shopping at HBC with our Services: Total Guard, Credit, Special Payment Plans, Loyalty Rewards Points and Delivery.
• Use the ASK Site to understand the current assortment available and their features/benefits

BREAK THE ICE

• Understand the customer by asking our top 5 qualifying questions
• Demonstrate the product:
• Use sanitary items before asking customers to seat/lay on item
• For a mattress, recommend the customer lie down on the mattress and try it out for 5-8 minutes.
• Discuss the items’ manufacturer warranty where the product along with the benefits of Total Guard
• Discuss BENEFITS vs features

BUILD TRUST

• Clientele your customers
  • CLIENT OUTREACH
    • Select 2 customers to call daily
    • Recommendation: contact customers that purchased from you a year ago
    • Prior to calling, check Sterling notes to refresh your memory on their order history
    • When you call the customer, ask the customer if they are enjoying their purchase from last year, and invite them back into the store or to have a Zoom/ Facetime call to check out our everyday low priced mattresses
    • Along with the invitation, remind the customer about the advantages of shopping at Hudson’s Bay
    • Thank them again for their business and let them know when you will be in store to assist them check out our assortment
  • CLIENT CONNECTION
    • When working with a customer, be sure to request their contact information to keep in touch
    • Collect their name, phone number and email
    • Request that they give you permission to call/email them during promotional events
    • Log contact with customers in Sterling using notes to ensure you have a record of your interactions with your customers
• Build a list of your recommendations
• During the Sale
• Collect Preference and lifestyle information
• Use our ASK Site to learn more about the item

SELL THE SOLUTION

• Key benefits of shopping with Hudson’s Bay is to purchase everything for the room:
• REWARDS/CREDIT
  • Double your points (two points per $1 spent) with your Hudson’s Bay MasterCard
  • Special Payment Plans (SPPs) available for our customers
• Total Guard available for all Major Home Commodities
• FREE DELIVERY with purchase of Total Guard for Mattresses & Patio

CLOSE THE SALE

• Review the customer agreement and fit guide
• Review the delivery service available (i.e. scope of work)
• Ensure the correct customer information is collected (i.e. address, preferred phone number, etc.)
• Remind the customer we are the most competitively priced and share savings available when purchasing with HBC Credit and Rewards
• Do not provide a customer with a draft invoice