MATTRESS ONE MANUAL1.6

1ASSOCIATES TRAINING MANUAL

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01. Our Guests 04

02. Our Products 06

03. Connecting 08

04. Build Rapport 10

05. Qualify 12

06. Sleep Systems 14

06. Closer Mindset 16

06. Objections 18

01 Foundational Basics

TABLEOF CONTENTS.

02 Interactive Digital Copy

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Our guests that come into our stores are usually experiencing some type of sleep issue or discomfort

associated with their mattress.The price of insufficient sleep is poor health. Study after study has revealed that people who sleep poorly are at greater risk for a number of diseases and health problems.

Something is horribly wrong with their old mattress: As a mattress ages and begins to wear out, it starts to sag in the middle. So rather than sleeping on a flat, comfortable surface, you end up sleeping on one that’s awkwardly curved in the middle, which affects your spinal alignment. Sounds pretty unpleasant, right?

Chiropractors agree that sleeping on an old mattress is a recipe for chronic back pain. That can mean tossing and turning through the night to find a more comfortable sleeping position, or simply waking up the next morning feeling stiff and sore.

Over time, the pain itself can make it harder to nod off and stay asleep, which can create a vicious cycle of discomfort and exhaustion. In fact, two-thirds of Americans say that their pain causes sleep problems, according to the National Sleep Foundation. Doesn’t sound so fun.

We Are Here For Them: This is one of the greatest parts about being in this industry. We have the ability to truly help people. The products we sell affect their lives in so many positive ways.

That is why its important to pay close attention to their needs and answers. The best salespeople ALWAYS listen first and follow up with a solution based response.

You Are The Expert: Remember our guests who come to our stores are experiencing some pretty tough issues and are most likely at the point where enough is enough. They are coming to us and more importantly to YOU for help. It is imperative that we empathize with them and show them we care.

OUR GUESTS


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COMMON TYPES OF SLEEP ISSUES

Lack of SleepInsomnia is the inability to fall asleep. It is a common sleep problem that most people experience at least occasionally. When it occurs, people feel tired much of the time and often worry a lot about not getting enough sleep. Consequently, insomnia often disrupts daily life.Insomnia can result from the following:Diet (e.g., intake of caffeine or alcohol)Emotional difficultiesStressUnderlying diseaseOther factorsFor short-term insomnia, sleeping pills can be effective. For long-term insomnia, however, sleeping pills can actually worsen the condition.

Sleep Deprivation is not actually a disorder; it simply indicates that a person has not been getting enough sleep. Inadequate sleep can affect judgment, reaction-time, hand-eye coordination, memory, and general well-being. Studies have shown that sleep deprivation also can damage the immune system. Feeling drowsy during the day, falling asleep for very short periods of time (5 minutes or so), or regularly falling asleep immediately after lying down may indicate sleep deprivation.

Disturbed SleepSleep Apnea is interrupted breathing during sleep. It usually occurs because of a mechanical problem in the windpipe, but it also can indicate a neurological disorder involving nerve cells (neurons). As people age, muscle tone relaxes, which may cause the windpipe to collapse.

This condition, called obstructive sleep apnea (OSA), results in loud snoring and blocked air flow through the windpipe that lasts from 10 to 60 seconds. It may appear that the person is gasping or snorting. When this occurs, the brain quickly reacts to the sudden lack of oxygen, the muscles tighten, and the windpipe opens.

Narrow nasal passages, enlarged tonsils, and obesity are factors that may contribute to obstructive sleep apnea. The condition may also be related to the use of alcohol or sedatives, as well as smoking.

Patients with sleep apnea lose sleep because every time the windpipe closes, the person has to wake up enough to contract those muscles and resume breathing. As a result, the sleep cycle can be interrupted as many as 100 times a night. In addition, every time the windpipe closes, the brain is deprived of oxygen. This lack of oxygen eventually can cause problems morning headaches and decreased mental function. People who have sleep apnea are at increased risk for heart disease and stroke.

1. Sleep boosts immunityIf you seem to catch every cold and flu that’s going around, your bedtime could be to blame. Prolonged lack of sleep can disrupt your immune system, so you’re less able to fend off bugs.

2. Sleep can slim youSleeping less may mean you put on weight! Studies have shown that people who sleep less than seven hours a day tend to gain more weight and have a higher risk of becoming obese than those who get seven hours of slumber.It’s believed to be because sleep-deprived people have reduced levels of leptin (the chemical that makes you feel full) and increased levels of ghrelin (the hunger-stimulating hormone).

3. Sleep boosts mental wellbeingGiven that a single sleepless night can make you irritable and moody the following day, it’s not surprising that chronic sleep debt may lead to long-term mood disorders like depression and anxiety.When people with anxiety or depression were surveyed to calculate their sleeping habits, it turned out that most of them slept for less than six hours a night.

4. Sleep prevents diabetesStudies have suggested that people who usually sleep less than five hours a night have an increased risk of having or developing diabetes.It seems that missing out on deep sleep may lead to type 2 diabetes by changing the way the body processes glucose – the high-energy carbohydrate that cells use for fuel.

5. Sleep wards off heart diseaseLong-standing sleep deprivation seems to be associated with increased heart rate, an increase in blood pressure and higher levels of certain chemicals linked with inflammation, which may put extra strain on your heart.

5 WAYS SLEEP CAN BOOST YOUR HEALTH

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Mattress One carries all of the Top Brandsincluding Tempur-Pedic, Serta, Simmons, Sealy and

Stearns & Foster.

The innovators of exceptional Memory Foam. Tempurpedic delivers excellent warranties and is considered the finest product in our industry.

OUR PRODUCTS

Beautyrest is known for being the original innovators for inner-spring mattresses. They invented the pocket coil and many of the features you see common in bedding today.

iComfort brings revolutionary technology in an incredible price point. Gel based foam mattresses which deliver cool relaxing sleep.

Serta is a brand synonymous with sleep. One of the most visible recognizable brands in the world, Serta is the largest mattress manufacture.

Sealy is know for great value and quality. Offering many different products Sealy has continued to be one of the most recognizable names in our industry.

Founded in 1846 Stearns & Foster is known for their craftsmanship. They have many luxurious features and are handcrafted in Texas.


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OUR PRODUCTSInner-spring MattressAn innerspring mattress uses a steel coil support system. Manufacturers offer several different types of spring systems, including units with springs connected into a single unit and individually wrapped pocketed coils. Spring shapes, designs, coil gauge, and number of coils in a mattress can vary. Coil count can be more arbitrary, but the idea is that the greater the number of coils, the more points of support and greater distribution, thus the better the bed can contour and support the sleeper.

Memory FoamFoam mattresses use one or more types of foam as the support system. The foam may be polyurethane foam, memory (or visco elastic) foam, or latex foam, and can contain gel or other materials. The foam used in such mattresses can be manufactured in a variety of shapes and densities to offer consumers a mattress that has different comfort, feel and heat dissipation features.

Hybrid MattressA hybrid mattress combines a steel coil support system with one or more types of foam, such as polyurethane foam, memory (or visco elastic) foam, or latex foam, as well as foams that contain gel or other materials.

Gel Foam MattressGel mattresses use a type of foam that contains gel in the product’s support system, upholstery layers, or both. The gel is added to the foam using deferent types of technology. The gel foam can offer consumers different comfort, feel and heat dissipation features.

Type of Foundations.

Adjustable BedsMotorized foundations that tilt to create different sleeping positions. Also come with luxury massage features.

Box Spring/FoundationRegular profile foundation are 9 inches tall and offer extended support via steel or wood. Low profile foundations are 5 inches tall.

Bunkie Boards1.5 inch support board used for bunk beds and used on platform beds in some instances.

Mattress One offers many accessories to complete your mattress purchase.

1. PillowsA pillow is one of the best compliments to a new mattress purchase. We offer many types of luxury pillows.

2. Mattress ProtectorsThese waterproof mattress protectors provide peace of mind and ensure that your mattress will stay safe through the duration of the warranty. They are hypo-allergenic and are made of a thin breathable material which keeps sweat and stains off of your new mattress. They are also machine washable.

3. Frames or RailsNever forget to ask if your guest needs a frame. Many people already have them and some people think they come with the bed. We sell frames in every size.

4. Bedroom FurnitureWe are proud to offer quality, stylish headboards and platform beds at exceptional prices.

Mattress SizesTwin 39" x 75" Twin XL 39" x 80" Full 54" x 75"Queen 60" x 80"King 76" x 80"Cal-King 72" x 84"

$ COMPLETE YOUR PURCHASE.

4 TYPES OFMATTRESS STYLES

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Connecting with our guests is one of the mostImportant parts of the sales process.

People Buy From People they like and trust. A great way to make an outstanding initial first impression is to master the art of connecting. Connecting is critical to building trust and assuring our guests that you are dedicated to delivering them a great overall buying experience.

First Impressions Matter: It’s no secret: first impressions are a big deal. The first few moments of any interaction go a long way in influencing our opinions and decisions.

Now, imagine you only had only a few seconds to convey our message and make a guest feel like they can trust you. Sounds impossible, doesn’t it? How could anyone get that much information across in less time than it takes to blink your eyes?

Easy Tips to Master First Impressions: First impressions play a huge role in our guests buying experience. Here are a few ways to make sure your first impression is a positive and lasting one for your guests.

1. Make sure your showroom is set up for success. 2. Come to work looking sharp, clothes pressed and clean cut. If you don't look professional how will you feel confident?3. Always greet your guest within the first 10 seconds.

Genuine Passion: One of the best words to describe some of our top sales performers is GENUINE PASSION! When a guest knows you have passion and are genuine they are more open to your suggestions. They are more open to your help. If you have a genuine passion to connect with your guest the guest will in turn know that you are passionate about your job and therefor passionate about finding them the perfect sleep set!

Being Genuine Matters: In the greet phase make sure to stay genuine. A new mattress purchase is all about comfort. If you sell comfort you must make the guest comfortable.

CONNECTING


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CONNECTING1. Welcome to Mattress One!Make sure to smile and be genuine. Showing a warm demeanor will put your guest at ease immediately.

2. My name is ____, what is your name?Everyone loves to hear their own name. This is the easiest way to connect with someone immediately. Exchange this information is vital and puts a human element on sales associates. (Also keep their name on your mind and use it during Question 4)

3. Did you come in for the big sale we have going on?Mentioning the sale does two things. First, the guest might have seen our ad on TV, Print or Online, which is a great starting point. Second, If they have not heard about the sale it is a an excellent time to tell them about our current promotion. Build excitement.

4. What size bed are you looking to buy today? King or Queen?This is such a beneficial question. It is designed to assume the sale and offer the first chance to overcome objections. If the guest answers with a size, assume the sale. That means they did not give an objection to buying today.

5. Have you been fitted for a mattress before?This is something unique and will tie into our 1 Perfect Fit comfort app. Fitting a guest for a bed creates a unique customized experience. This should be an easy transition into the qualifying stage.

CONFIDENCEConfidence is the foundation of every great first impressions and greet. If you are confident your guest will be assured you are truly the right person to find them the perfect mattress.

"Thank you for calling Mattress One where Houston Sleeps. This is [name], how can I help you?"

A great phone presentation should build urgency. Answer warmly and confident, make sure the guest know where your store is and offer landmarks to be sure. Make every deal seem like its almost over. The key is to get the person calling into our store TODAY! Get their info and their name. Offer incentives to your guest and make sure they ask come in asking for you. BeddingU

5 STEPS TO A GREAT GREET!

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1. Analyze your attire. Do your clothes project an appropriate personal image? Look sharp and feel sharp.

2. Enhance your verbal communication. Do you speak clearly, professionally and at an appropriate pace and sound level when first meeting someone? Record yourself and look for ways you can modify your verbal communication to create an improved first impression.

3. Evaluate your non-verbal communication. Do you shake hands like a like a limp fish? Practice non-verbal communication, such as shaking hands firmly and establishing good eye contact to ensure you aren’t doing anything that could damage a good first impression.

4. Examine your attitude. Do you smile when first meeting someone, even if you’re busy and have other things on your mind? Are you focusing on that person and giving them your full attention?

5. Scrutinize your grooming (hair, make-up, cleanliness, etc.). Does your hair (and make-up, if female) project the image you want to project?

6. Gain knowledge any way you can. Are you searching for ways to become a better salesperson? Read books to broaden your understanding. Watch videos on sales. Don't settle for good when better is available.

7. Believe in yourself. Believe you can achieve anything you put your mind to. If you seek to master your craft, strive for greatness and never give up. Success is right around the corner.

7 TIPS TO BUILD YOUR BRAND


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Building rapport is one of the most fundamental sales techniques. In sales, rapport is used to build relationships with others quickly and to gain their trust & confidence.

Objective Is To Make a Friend: Sometimes rapport happens naturally, you ‘hit it off’ with somebody else without having to try, this is often how friendships are built. However, rapport can also be built and developed by finding common ground, developing a bond and being empathic.

Don't Stress It Open Up: For many, starting a conversation with a stranger is a stressful event; we can be lost for words, awkward with our body language and mannerisms. Creating rapport at the beginning of a conversation with somebody new will often make the outcome of the conversation more positive. In turn, it will make the guest feel they can open up to you as well.

Non-Verbal Rapport Building: Although initial conversations can help us to relax, most rapport-building happens without words and through non-verbal communication.

We create and maintain rapport subconsciously through matching non-verbal signals, including body positioning, body movements, eye contact, facial expressions and tone of voice with the other person. It is important that appropriate body language is used; we read and instantly believe what body language tells us, whereas we may take more persuading with vocal communication. If there is a mismatch between what we are saying verbally and what our body language is saying then the person we are communicating with will believe the body language. Effective Speaking: Building rapport, therefore, begins with displaying appropriate body language - being welcoming, relaxed and open. The way we use our voice is also important in developing rapport. When we are nervous or tense we tend to talk more quickly, this in turn can make you sound more tense and stressed. We can vary our voices, pitch, volume and pace in ways to make what we are saying more interesting but also to come across as more relaxed, open and friendly.

BUILD RAPPORT


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BUILD RAPPORTSuccessfully Building Rapport will help any guest open up more to you, therefor connecting easier through Open Ended Questions and Active Listening.

Active listening is a communication technique that requires the Sales Associate to repeat back what they hear from the Guest, back to the Guest, by way of solution based answer. It puts it in your own words and lets the guest know you are paying attention and listening and that you understand. Also show Empathy in this process.

Empathy: the ability to understand and share the feelings of another.

Active Listening 10 Steps. 1. Face the speaker and maintain eye contact.2. Be attentive, yet relaxed.3. Keep and open mind.4. Listen to their words and try to picture what they are saying.5. Don't interrupt and don't impose your solutions.6. Wait for them to pause and ask clarifying questions.7. Ask questions to ensure you understand correctly.8. Try to feel what they are saying.9. Provide Regular feedback.10. Pay attention.

You should be spending 80% listening and 20% talking in the connect stage. Pay close attention to your guests answers and ask alot of open ended questions. Look for way to build rapport and connect.

Open Ended Questions.Open ended questions are designed to encourage a full, meaningful answer using the guests own knowledge and/or feelings. Open ended questions develop trust and are perceived as less threatening.

Questions beginning with Why, How or phrases such as “Tell me about”...

1. When listening, nod and make encouraging sounds and gestures.

2. Smile! Be genuine.

3. Find common ground and interests

4. Use the other person’s name early in the conversation. This is not only seen as polite but will also reinforce the name in your mind so you are less likely to forget it!

5. Ask the other person open questions. Open questions require more than a yes or no answer.

6. Use feedback to summarize, reflect and clarify back to the other person what you think they have said. This gives opportunity for any misunderstandings to be rectified quickly.

7. Try to show empathy. Demonstrate that you can understand how the other person feels and can see things from their point of view.

8. Be genuine, with visual and verbal behaviors working together to maximize the impact of your communication.

9. Offer a compliment, avoid criticism and be polite.

10. Give plenty of eye-contact but be careful not to make them feel uncomfortable.

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10TIPS TO BUILD RAPPORTBECOME A

GREAT LISTENER


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Shopping for a new mattress should not be a difficult thing. With the correct steps and patience it is simple

to qualify your guest for a great night's sleep. People Buy From People: This is a simple fact. Great qualifying is done when we ask questions and gather information to deliver a solution for our guests sleep needs.

Sometimes a guest will know what type of feel they like. For instance someone might like their mattress very firm, in this case show them a firm mattress. However, qualifying correctly can help them narrow their choices down, and ultimately might change their perception of what they need. Our guest will be looking for you to make recommendations about which mattress you believe is the best option for them. You are the expert here!

Its Their Choice Not Yours: Make sure to keep the guest engaged. This is their mattress don't make the purchase about you. This is all about your guest and their experience. Always try to keep it simple. You should try to incorporate rapport building techniques into this qualifying stage. Connecting on a deeper level will make the guest feel at ease and will make asking for the sale so much easier.

Get A Guest On A Mattress Quick: Lets make sure we get our guests on a mattress right away. Making them comfortable is key in selling comfort. In the qualifying stage you should be solely focusing on feel first. The feel of a mattress is very subjective. If you do not know the feel of all your beds on your floor how can you navigate your guest to a suggested solution? Knowledge is the key to a confident sales associate. Make sure you know your beds.

Health Plays A Major Role: Make sure you are focusing on the guests physical ailments and sleep disorders while qualifying them for their perfect sleep solution. When we start the conversation out with health, we set a true tone. Sleep goes hand in hand with good health, make sure to reinforce their issues with a solution based response. Show as much empathy as you can and genuinely try to find the perfect mattress for them.

QUALIFYINGWhich

Mattress should I choose?


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QUALIFYING1. Which side of the bed do you sleep on?It is important for the guest to be comfortable and visualize this mattress in their home. This also gives the guest a task and helps you navigate the process.

2. What position would you like to sleep at night? On your back, side or stomach?Many guests will just lay on the bed on their back, but thats not how they sleep in their current bed. Make sure they get as close to their natural sleep position as possible and get comfortable. This is also going to help them determine their type of feel quicker.

3. What I want you to do is lay here for about 2-3 minutes and focus on any areas of discomfort.Let the guest have a little time for themselves on the mattress. Do not hover directly over them. In their home being on their mattress is usually a private matter, we all wear undergarments. Studies have shown that for our female guest buying a mattress is a very terrifying experience. Lets make this as easy and comfortable for them. Give them some time alone on the mattress.

4. Ask the guest what is wrong with their current mattress?When you ask about the old mattress you can learn alot, whether it is something they bought recently and dislike or something they bought 10+ years ago, it can also help you explain why the new mattress will benefit them more and why their old mattress broke down, possibly for body type or construction.

5. Ask the guest if their was anything they would change about the feel of the mattress they are testing?This 1 question sums up all questions. If they say firmer show them a firmer bed. If they softer show them a softer bed.

6. Remember to make genuine small talk with them during this process. Building rapport can be done all throughout the sales process. Ask questions like: How long have you lived in this neighborhood? Do you recommend a great place to eat around here. Do you have children? Anything to ease their mind and to gain a friend.

7. Ask about any health issues they are experiencing?Tying health to their sleep is very important. Always follow up what they are saying with more follow up questions about the particular issue they are experiencing.

According to a recent study by the National Sleep Foundation 57% Over half of Americans have experienced pain in the past week.23% Americans with chronic pain report higher stress levelsLack of sleep interferes with… Mood Activities Relationships Quality of life

Pain is a key factor in Americans sleep debt. 42 minutes of daily sleep debt for those who experience chronic pain21% Have experienced chronic pain36% Have experienced acute pain.50% of those with chronic pain say sleep difficulties interfere with work.Americans who are very motivated to get enough sleep reported sleeping 36 more minutes per night across the week

1 in 3 people without Chronic Back pain still do not get the sleep they need to in order to feel their best.Making Sleep a priority can help everyone.

10FACTS ON CHRONIC BACK PAIN

7 BASIC QUALIFYING QUESTIONS


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The benefits of an adjustable bed are numerous. In recent years our industry has seen amazing growth of this category. Our

guests are now realizing there is so much more to a mattress.Smart Sleep: One of the primary benefits of an adjustable sleep system is that it allows for ergonomically correct positioning which allows for natural curvature of the spine during sleep. By promoting a healthy posture during sleep, many of the discomforts and problems that inhibit deep, restful sleep can be avoided.

Customized Support: Your body is not allowed to maintain proper posture when sleeping on a flat surface, tension on the muscles and joints is often increased. This greatly reduces the rest and recuperation that your muscles should experience during a full night of sleep. An adjustable bed allows you to provide proper, customized support to different areas of your body including: Neck and head, lower back, legs and knees, and your feet and ankles. Normally when standing upright or in a sitting position, gravity places pressure on the spine which causes the disc to compress and the spinal muscles to contract to maintain balance. This can be very uncomfortable for a person who has back pains. Also when in a standing position, the heart must work harder against gravity in order to pump blood back to the heart from the legs, to prevent blood pooling.

Zero Gravity: The “Zero Gravity” position raises your head and legs simultaneously to a neutral body position, elevating them above the heart, and achieving correct spinal alignment. This gives the feeling of weightlessness, and can prevent a lot of pain, therefore creating a better sleeping or resting environment.Relax on a lifestyle foundation.New Lifestyle: Our guests long for a more relaxing environment. Lifestyle foundations offer more than just benefits for sleep. They offer the ability to relax on your bed while watching TV, reading books and working on your laptop. It also adds a very comfortable element to watching movies in bed with your significant other. Because your bed feels so good in the recline position, you will want to get into bed earlier at night, therefor falling asleep earlier. The bedroom is the most important room in the house, so why not be as comfortable as possible.

SLEEP SYSTEMS


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SLEEP SYSTEMS

1. Let me show you some of the newest technology. Everyone loves new technology, 20% of our guests buy the newest and best of whatever they are shopping for. This is the easiest way to grab attention and curiousity.

2. Take two deep breaths. At night gravity is pressing down on our chest which makes it very hard to breath. Our airwaves are closed, which is why people snore, experience sleep apnea and have bad acid reflux.

3. I am now going to lift your head 20 degrees. Now take 2 more deep breaths. Do you feel how much easier it is to breathe? That is because there is 15 pounds of pressure taken off of your chest and opening up your airway. This is also pumping more oxygen to your heart which will regulate your blood pressure, as well as eliminate snoring, sleep apnea and acid reflux.

4. Lift their feet above their heart. Here is the best thing, when I lift your feet above your heart it gives you better blood circulation and will immensely impact your respiratory system. You will feel the pain dissipate in your lower back. Feels incredible doesn't it?

5. Let them relax at least 3-5 minutes. I know its been a hectic week, so take some time for yourself on this bed and get comfortable. Close your eyes and think of yourself in the most comfortable place you've been, your last vacation a deserted island... Take some time for yourself and relax. I will be back in a few minutes to ask you some questions.

6. Make them review it. Sorry to wake you, I know you are extremely comfortable but I have a few questions for you. Based on 1 Star being the least and 5 stars being the best, How great do you feel?

1 Star being the least and 5 stars being the best, How does your lower back feel?

1 Star being the least and 5 stars being the best, How great does the mattress feel?

Most people will review it as 4-5 stars. A 4 star review is the same as a 5 star review.

7. Congratulations! What if I told you that you could get this bed for only $$$ per month, sounds incredible right? Let see if I can get your pre-approved for the monthly payment!

Lifestyle Benefits

1. Do more than just sleep.The gentle elevation of the head when in the Zero Gravity position makes it easy to comfortably watch TV, read a book, or work on your laptop or tablet while in bed.

1. Get snoring relief. The head elevation also opens up airways, helping to alleviate the severity of snoring.

Medical Benefits3. Improve heart health. Zero Gravity is a great way to take pressure off the heart, allowing for better blood flow throughout the body, while poor, unaligned sleeping positions can actually put additional pressure on the heart.

4. Decrease lower back pain. One of our customer’s favorite benefits of the Zero Gravity position is that it takes pressure off of the lower back, allowing for optimal blood flow to the brain and aiding in pain relief.

5. Relax sore muscles. Depending on what muscles give you the most issues, you can raise or lower your bed to relieve pressure on arms, legs, or your back.

6. Alleviate acid reflux/GERD. Tilting the upper torso upward helps reduce—or even prevent—acid or food present in the stomach from returning back to the esophagus.

7. Reduce swelling and edema. Those with diabetes, high blood pressure, or excess weight can rest more comfortably by raising the legs to reduce swelling in the lower body and promote proper blood circulation.

8. Improve breathing. Lying on a flat surface can make it more difficult to breathe, especially for those with sleep apnea or asthma. Raising the body helps open the airways, resulting in better breathing habits.

8 BENEFITS OF AN ADJUSTABLE BED

7 STEPS ADJUSTABLE PRESENTATION


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Are you a closer? Can you handle the art of the negotiation? Do you have what it takes?

ABC: Always Be Closing is the mantra. It is the tag line for a successful revenue generating sales associate. Do you have what it takes to close more than 80% of your door swings? Your goal should be to write as many tickets as you can when you are new. Get tickets. Get tickets. Get tickets.

Go For No: Great salespeople are relentless they are not scared of rejection. They take advantage of every opportunity given to them. Because of this they live by the "Go for No" mentality. The more No's they receive, by the law of average, the more Yes will ultimately come their way. This is a simple theory in principle. Take more chances and you will close more deals.

Pitch Payment: One of the key defining attributes in our top closers is the way they relay pricing to their guests. "Mrs Smith this bed is ONLY $58 a month" instead of this bed is ONLY $5499. You must pitch the price in the form of a payment to be a successful closer. Pitching payment will increase your overall ticket average and put much more money in your pocket at the end of the month.

Trial Close: A Trial Close is not a normal 'closing technique' but a test to determine whether the person is ready to close, testing the waters so to speak. Gauging your guests interest in buying today should start at the greet, where we ask them a trial close in the greet. Be mindful not to overstep your boundaries. Some guest can get annoyed if you aren't subtle with this type of technique.

Ask For The Sale: Don't be afraid to ask for the sale! As we know our job is to sell sleep and comfort. We want to make sure we make the guest extremely comfortable in our stores. However, you must ask for the sale as soon as you know your guest has interest in the mattress you have recommended them. Weak salespeople are scared to ask for the business... Don't be scared.

Hard Close: There are some customers that no matter how much value you build into a product or service, and no matter how amazing of a job you did, will not want to make a buying decision. Like it or not, sometimes the only sales closing technique that works is a hard close. The hard close should only be used when all else fails is that using the hard close is either all or nothing. But as we learned if you do not attempt it you will never succeed. Always be closing.

CLOSER MINDSET


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CLOSER MINDSET

1. "Is there any reason, if we gave you the mattress at this price, that you wouldn't do business with us today?” If the guest answers “no” to this question, the sales associate has indirectly gotten them to agree to the purchase. If the answer is “yes,” however, the sales associate has the opportunity to address objections without bringing the deal to a halt.

2. "If we could find a way to deal with [objection], would you go ahead and purchase today?” Objections often kill deals. But in this case, handling the objection is actually a way of closing the sale. Of course, this depends on the your ability to overcome the objection.

3. “So when would you like to schedule delivery?” By using this so-called assumptive close, Sales Associates can bypass the closing phrase entirely. Some might consider this trickery, but it’s relatively harmless, especially since the guest who doesn’t notice the missing hard close clearly wants the product or service.

4. “Would you like my help on price?” It’s sort of perfect: gentle and friendly without being obscure or weak. Plus, it enforces the sales associates image as an advisor rather than a hard-closing salesperson.

5. “If we throw in [freebie] would you purchase with us right now? ” Clearly, this closing technique isn’t appropriate for every situation. Offering an exclusive or time-sensitive add-on to sweeten the pot might be a smart move. Price discounts could also make sense in competitive markets.

6. “Is there any way I can earn your business today?" It sounds so simple, doesn't it? The disarming and unassuming quality of this question is precisely why it works. Phrasing the decision as “give me a chance" instead of "making a commitment" downplays the risk and ramps up the rapport.

7. "How far apart are we in price?" Sometimes needing to gauge the guests budget or perceived value on a product is hard. With this question you will be able to quickly figure how far apart you both are. Using "we" is key. Try to meet them in the middle first, when you say this, hold out your hand to shake on it.

1. Work on your NO-Awareness. Here's a question for you: How many total No's did you personally gather yesterday? Last week? Last month? Where are you for the year? Do you know? And if not, why not? The very act of tracking the number of times you hear the word NO creates what we call a strong NO-Awareness. And while 'yes' is the destination we all want to get to, 'NO' is how we get there!

2. Have an equal emotional reaction to 'yes' and 'no'. Most salespeople see 'yes' as positive and 'no' as negative, which is a big mistake. And while there's no denying that there will always be some part of us that will be happier when we hear 'yes' (after all, we’re human), top sales performers have learned to avoid the emotional yes/no roller-coaster by being somewhat dispassionate about the outcome of a presenta-tion.

3. To value 'NO' start calculating its value. One of the most powerful approaches to learning to enjoy hearing 'NO' is to calculate the dollar value of each no they obtain. For example, it took inventor Allen Breed 30 years to get the auto industry to say 'yes' to his airbag concept, creating an 'instant' profit of $120 million dollars. In reality, Breed didn't earn $120 million when the auto makers finally said yes... He earned $4 million per year for every year they said no!

4. Offer more options to every guest. Do the math: when you offer only one option from which to choose, the only an-swers you can get are a 'yes' or a 'no' ("Do you need pillows today?") offer lots of options ("We've got a 2-pak, 3-pak or 4-pak of pillows - which would you prefer?") Increases the chances of hearing 'no' but it also increases the size of yes.

5. End every sale with a 'NO'. Most salespeople, when they get a 'yes' from a customer, stop selling and rush to write up the order before the guest changes their mind. Big mistake. It is always more effective to end the sale on a 'no' (or a series of no's) which guarantees you didn't leave huge dollars on the table.

6. Go for bigger No's! It takes no more energy to get a BIG “NO” than to get a small one. After all, a NO is a NO is NO… no matter WHO it’s coming from or HOW BIG the opportuni-ty. As the saying goes: Easy yes's produce little successes!

7. When people say 'no', learn to ask, "Why?" The most common reaction top performers have when they hear 'NO' is not to get upset or to get packing'... it's to get curious! Be-cause top performers understand that behind every 'no' is the information they need to get to YES.

7 KEY MINDSETSGO FOR NO7 GREAT

CLOSING TECHNIQUES


18

The toughest aspect of any sales position is overcoming a buyer's objections. Your goal is to have a convincing response

to these roadblocks standing between you and the sale. As many experienced sales people know, most all sales are met with at least one objection. The most common sales objections are Price, Authority & Value. There are simple ways and techniques to try and overcome any objection. Dig in and don't give up. But REMEMBER, if you have build solid rapport, and have connected with the guest the objection will be much easier to overcome.

Price: “Its mostly always Price.” Pricing is one of the most prevalent objections to a sale. For many sales professionals, the knee-jerk reaction is to immediately offer a lower price. Instead of offering up a fast discount (which is risky and raises questions about the value of your product), look for creative ways to show the unique value of your product or service. The 'Price' Sales Objection: Overcome the 'Price' excuse by demonstrating the unique value of your product, and give specific examples of how the product will solve a problem for the customer.

Authority: “I need to talk with my significant other ” Having a customer state that they need to consult their partner or wife before making a decision can seem like a dismissal. Always respect their position, but look at ways to overcome this objection. Identify the concern and address that specific issue.

Value: “I need to think about it.” This objection is a combination of budget, authority, need, and timeliness. If the customer doesn't see the value in the product, then it shows a lack of trust or certainty in what you’re offering. Here, you'll need to build credibility with your guest.

To create a more trustworthy relationship, come from a place of honesty and put yourself in the guest’s shoes. Think “if I were this customer, what would be holding me back?”

Introduce benefits such as specific features of the products that address their needs, guarantees or return policies. Basically, demonstrate that value. These types of perks reassure the guest that he or she is making the right decision and will help to build the guest’s trust.

OBJECTIONS


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OBJECTIONS

1. Make sure you have identified the TRUE objection. More than half of all price objections are phony. The first step in dealing with any price objection is to clarify what the buyer is really saying. Dig for the "what" and the "why" behind the objection. What the buyer wants is their negotiating position.

2. When overcoming the true objection, the first step is to check your Body Language.Show confidence. Maintain eye contact, demonstrate poise and speak with clarity.

Price Objections

"Reaffirm your relationship with your guest” If you have built great rapport throughout the sale then now is the time for it to pay off.

"Mrs. Smith I had a great time with you today, I know you are an extremely smart shopper. I sure would love to earn your business today. How far are we away in price?" or "How can I earn your business today?"

Authority Objections

"Would it be fair to say that you picked the bed that both of you would like?” "Mrs. Smith, I completely understand, happy wife happy life. I would not buy a toaster without my wife. You know your spouse better then anyone else, don't you think he/she would also love this bed just as much as you do? What if I could offer you a 100% Spousal Approval Guarantee for 6 months? Does that sound like a deal?"

Value Objections

"Do you have a card?” If a guest asks you nonchalantly for your business card in most cases it means they did not see the value in what you were offering. Whether it was your time, your approach, the product or the promotion, something didn't work. In many cases you might not have found them the right mattress or price range. "Mrs. Smith, did you lay on any mattresses you absolutely loved today? Will you let me show you a few more? I have some discounted options available in clearance..."

Most "Value Objections" are also "Price Objections." Lets face it, if the mattress was $50 they would buy it. Try harder to build value in yourself and your expertise. Talk about being part of a family owned company, keep building rapport and ask to earn their business.

1. 6 Month Sleep Better Promise!No one else offers a better or longer guarantee. We will give you 180 days to try the bed out and we will let you exchange it no questions asked. This is a great selling point in overcoming Value Objections.

2. Family Owned Company!Everybody loves to do business with a family owned company. We cut out the middle man and delivery our guests the best prices anywhere in the US.

3. No Credit Needed & Great Financing!Our financing is incredible, we are always offering 60 month financing, which other retailers only offer during big sales.

4. 30 Day Lowest Price Guarantee!Our deals are so good that we know they cannot be beat, that is why we will beat any competitors advertised price by 10% for 30 days after purchase.

5. Promotions and Incentives!We are always offering promotions. We give away Free TV's. Gift Cards and even mattresses. Our incentives are the best. We often have excellent sales like the Any Size Price for a Twin Price sale. Our sales are BIG, make sure you emphasize the deals and sales event.

6. T.E.S Price Sheet!You have the ability to Take Every Sale. We give our sales associates the ability to offer a little extra incentive to help our guests leave our stores with a new mattress. We will never let our guests in on this discounting ability, but just know that any Price Objection you receive you have the tools to dig in.Take every deal off the street.

6REASONS TOBUY WITH US3 TYPES

DIG INTO OBJECTIONS


MATTRESS ONE MANUAL1.6

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