Good Morning Custos Scientiam, (I had to look it up too)
Knowledge Trumps Price (Paul Harvey Style)
Yesterday, one of our reps went on a self gen tile lead. When he got there, the customer told him he was just going to buy the tiles and have someone install them. After going back and forth for nearly 60 minutes or so about the “Empire” story, availability, price conditioning, measuring, pre-closing and finally pricing, they were at an impasse. You see, we were still about $2000 higher than “Chuck w/a Truck” (it was a large tile job). Many times that ends the story and we are escorted out …
A good decision is based on knowledge and not on numbers. –Plato
One very powerful question we are encouraged to use is, “When you pick your flooring, how will you KNOW you made a good choice?”
In Dale Carnegie’s book, How To Win Friends and Influence People, he says, “Give honest and sincere appreciation. Be “hearty in your approbation and lavish in your praise and people will cherish your words and treasure them and repeat them over a lifetime-repeat them years after you had forgotten them.” I recommend this approach when telling our customers how wise it is to choose us.
… And now, for the rest of the story. Determined not to lose the self gen, and after calling for the manager assist, he was able to reduce the price about $1500, but he still didn’t have the sale. $500 is $500!! At this point the rep pulled on his vast knowledge/training and blew the guys mind away with even more info like, no warranty, PEI & MOHRS talk, professional installers, Ditra, etc. At the end, the guy SAW the value. The sale was made!! Knowledge won this sale!! Good job Jason Gordon!!
Floors By Tomorrow
Auth Rep of Empire Today
PS: Be aware of Fridays limited availability on C/L/HW and closed V
PSS: Saturday is the last install day of the month