Tempur-Pedic Online Learning Program Participant Guide

Navigating Under the Bed: The TEMPUR-Ergo™ Collection

Table of Contents Overview 3

Learning Objectives & Outline of Modules 3

The TEMPUR-Ergo™ Story 4 Introduction: The TEMPUR-Ergo Collection 4

The New Standard 6

TEMPUR-Ergo™ Premier 7 Introducing: TEMPUR-Ergo(TM) Premier 7

TEMPUR-Ergo(TM) Premier Remotes 10 TEMPUR-Ergo(TM) Premier Remote Features Overview 10

TEMPUR-Ergo(TM) Premier Remote Walkthrough 11

TEMPUR-Ergo™ Premier Remote Apps 12

TEMPUR-Ergo(TM) Premier Accessories 13 Accessories 13

TEMPUR-Ergo(TM) Plus 14

TEMPUR-Ergo(TM) Up 17 17

Navigating "Under the Bed" 19 Navigating Under the Bed Steps 19

Demonstrating the TEMPUR-Ergo(TM) Premier 21

The Presentation Summary 25

Overview Learning Objectives & Outline of Modules

After completing this online module training program you will be able to:

Explain the Tempur-Pedic exclusive technologies found in the TEMPUR-Ergo™ Collection Effectively navigate the under the bed options and successfully present the TEMPUR-Ergo™ Collection to your customers

Tempur-Pedic® is committed to being your advocate and support. That is why we have this training program and many

other training events. We want to provide you with the training you need to help you close more sales and increase your

AUSP!

Topics Covered With This Training Session

• TEMPUR-Ergo™ Premier

• TEMPUR-Ergo™ Plus

• TEMPUR-Ergo™ Up

• Navigating Under the Bed

Utilize this workbook to take notes and learn more!

The Product Training Guide and PIF’s are other useful tools

The TEMPUR-Ergo™ Story Introduction: The TEMPUR-Ergo Collection

The TEMPUR-Ergo™ Collection Technology has given us 24/7 lives and 24/7 stress.

What if technology helped gives us a good eight hours back?

That’s why Tempur-Pedic is proud to offer….

The TEMPUR® Ergo Collection It allows owners to enjoy ergonomic rest positions and lifestyle positions to greater increase their valuable sleep and relaxation time.

Fill-in-the-Blank

Ergo is a lifestyle choice.

It offers the opportunity for an owner to turn his or her bed into a relaxing retreat. With Ergo systems,

owners can watch TV, read, eat, get some work done, and of course, sleep at the level of comfort they’ve

come to expect from Tempur-Pedic® products.

Introduction: The TEMPUR-Ergo Collection

Fill-in-the-Blank

of TEMPUR Advanced Ergo System® owners became interested in purchasing an adjustable base WHILE

SHOPPING for a mattress set.

of TEMPUR Advanced Ergo System® owners became interested in purchasing an adjustable base BEFORE

SHOPPING for a mattress set.

____%

____%

The New Standard

With all these new options for under the bed

Flat…is the option…

TEMPUR-Ergo™ Premier Introducing: TEMPUR-Ergo(TM) Premier With an exclusive design and industry-leading features, the all new TEMPUR-Ergo™ Premier will take Tempur-Pedic’s adjustable base

customer satisfaction to the next level.

Fill-in-the-Blank

THE NEW TEMPUR-ERGO PREMIER COMES WITH

IMPROVED LIFT PERFORMANCE

• Unsurpassed head lift speed (_____ seconds vs. previous model’s 40 seconds)

• Superior lift capacity (________lbs – per base)

• Exclusive ErgoLink™ technology keeps tandem systems in sync

• Immediate response to remote control commands

• New power supply for consistent performance in any showroom

• Upgradeable system controller

Introducing: TEMPUR-Ergo(TM) Premier UPGRADED FRAME AND STRUCTURE

• All-new reinforced headboard bracket design to eliminate wobble (sold separately)

• _________, _________ steel frame

• Full length frame to reduce foot droop

• All new ______ legs with optional casters (casters sold separately)

• Designed to fit into standard-sized bed furniture

UPGRADED MASSAGE TECHNOLOGY

• Custom-designed massage motors optimized for use with Tempur-Pedic® mattresses

• NEW lumbar, head and leg massage motors for full coverage

• Four unique massage programs – standard, wave, synchronized wave, pulse

• Exclusive massage motor mounts completely enclose motors, reduces objectionable noise

SERVICE COMMITMENT

• ____ Year-Lifetime warranty vs. previous 1-3-20 warranty

• ____ Years of labor and electro-mechanical parts coverage at no cost

Introducing: TEMPUR-Ergo(TM) Premier • Lifetime limited coverage of frame components

• _____ _____ service resolution with instant scheduling of technicians. All calls are handled directly by _______________

____________ ____________.

RESERVE POWER SUPPLY • 9V battery back-up integrated into power supply

TEMPUR-Ergo(TM) Premier Remotes

TEMPUR-Ergo(TM) Premier Remote Features Overview

• Bright Detailed LCD readout that gives real time feedback to you and your guest

• Improved ergonomic design with an easy to grip backing

• Exclusive activated LED backlight for all buttons: we do this with an Accelerometer that

automatically turns on the lights when the remote is used

• Raised symbols on lift and massage buttons for tactile navigation of the remote

• And for everyone who struggled with not being able to have 2 Ergo demos done at the same

time we are introducing an Industry-leading interference-resistant transmission allows up to 8

Ergo systems to operate simultaneously in close proximity.

TEMPUR-Ergo(TM) Premier Remote Walkthrough With the TEMPUR-Ergo™ Premier adjustable base, owners can now enjoy an infinite number of

ergonomic rest positions, plus a rejuvenating massage. With its wireless remote, it electronically adjusts to an owner’s every need to create a place of true relaxation and customized comfort.

Mat

ch th

e nu

mbe

r with

the

butto

n ex

plan

atio

n Body Adjustment Buttons: Raises and lowers the upper body Raises and lowers the lower body

Flat Button This button when held for 2-3 seconds will bring the sleep system completely flat

Memory Buttons: 1-4 memory settings: These buttons allow owners to program up to four memory positions.

Simply hold the 1, 2, 3, or 4 down when the bed is in the desired position. Pressing these buttons later will bring the bed to the position corresponding to each number

Massage Intensity for the Head Section These buttons allow owners to increase or reduce the massage intensity on the head section of the base.

Massage Intensity for the Lumbar Area These buttons allow owners to increase or reduce the massage intensity on the lumbar section of the base.

Massage Intensity for the Legs These buttons allow owners to increase or reduce the massage intensity on the leg section of the base

Stop Stops the massage feature

Massage Modes These buttons allow owners to choose one of four massage modes. Adjusts the frequency of the massage pulsing

2 1

3

4 5

6 7

8

TEMPUR-Ergo™ Premier Remote Apps

Apps for TEMPUR-Ergo™ Premier

We’ve developed sleek and intuitive apps to work with the new TEMPUR-Premier™ Ergo. Now an owner can

easily switch from reading or working to making adjustments to their Ergo. The Wi-Fi module is included with the

purchase price

TEMPUR-Ergo(TM) Premier Accessories Accessories

•

We listened and have leg options that provide a full 2 inches more than what was previously available!

• Leg sizes are the ____”, ______” and standard _____ inch 9 inch legs offering a full 12 inch difference from lowest to highest profile

• The Castors option: $40

• Legs, regardless of height will retail at: $72

We have found and I’m sure you can all attest to this, that the vast majority of guests do not use the headboard brackets so we have made them a $40 option”

TEMPUR-Ergo(TM) Plus

TEMPUR-Ergo(TM) Up

Navigating "Under the Bed"

Navigating Under the Bed Steps

Remember! Flat is the new option. ALWAYS show the

TEMPUR-Ergo™ Premier FIRST

Navigating Under the Bed Steps

Demonstrating the TEMPUR-Ergo(TM) Premier

Once a customer has found his or her perfect bed, or during any point in the sale you feel it is a good time to introduce the TEMPUR-Ergo™ Premier, elevate their experience by demonstrating Ergo.

Before you begin, ensure the system is plugged into a wall outlet, and test the remote. Do you need fresh batteries? Is the remote communicating with the base?

We have many high performing sales associates who have best-in-class sales and attachment rates with TEMPUR-Ergo™ Premier.

One of our highest performing retail sales associates, Glen, has shared his recipe for having his store boasting a 54% attach rate on Ergos.

First and foremost, Glen demonstrates Ergo every time he has a customer.

Secondly, during the presentation, he observes the body language of the customer when he or she is lying flat on a Tempur-Pedic® mattress with an Ergo base:

Demonstrating the TEMPUR-Ergo(TM) Premier

Step 1: Find the Customer's "Sleep Position"

Glen has the customer lie flat on his or her back, and then finds the customer's "Sleep Position."

Glen says: "First I am going to raise your lower body; let me know when you feel your lower back relax." Once the customer says he or she is in a comfortable lower body position, Glen says, "Now I'm going to slowly raise your upper body. Let me know when you again feel your lower back relax."

Glen then shows the customer how to save the Sleep Position to Memory 1 by pressing and holding the Memory 1 button and having it blink three times

Glen says, "I have stored your sleep position into Memory 1.

Step 2: Observe the Customer's Body Language

Glen pushes the "FLAT" button, waits for the red light on the remote to come on so he knows it's communicating with the base, and then releases, returning the customer to the flat position.

As this is usually the time when a customer crosses his or her legs, Glen makes sure to watch the customer's body language.

If the customer crosses his or her legs, Glen asks if the customer is aware of why he or she does that. Glen explains

Glen explains that the reason behind crossing the legs, "Most people do this to make their lower back area more comfortable, because it seems to relieve compression”

If the customer doesn't cross his or her legs, Glen than asks if the customer is a side-sleeper at any point during the night, and if the customer has noticed he or she pulls his or her knees towards the chest. Glen explains that sleeping on your side also relieves compression in the lower back area

Demonstrating the TEMPUR-Ergo(TM) Premier

Step 3: Find the Customer's "Lifestyle Position"

Glen says, "These days, people spend even more time in bed- reading, watching TV, and even working on their laptops."

If the customer does any of the listed activities, or even something not listed, he or she will nod their head in agreement. Glen then asks, "Which one of those applies to you?"

If the customer says "reading," Glen says, "I am going to elevate your upper body to your desired height for reading. Let me know when I have reached a comfortable position for you to read."

"Now," Glen says, "I am going to elevate your lower body. Let me know when you feel most comfortable."Glen elevates the lower body and saves this setting to Memory 2 by holding down the Memory 2 button until it flashes 3 times. Glen also demonstrates how to do this for the customer.

After letting the customer relax for a few minutes, Glen says, "Now I'm going to take you back to your Sleep Position by pressing Memory 1

Step 4: Demonstrate the Massage Functions "Another relaxing feature of the TEMPUR-Ergo™ Premier is that it has a built in massage that helps you fall

asleep. May I show this to you?"

While the customer is in the Sleep Position, Glen incorporates the Leg Massage, and then the Head and Lumbar Massage by pressing the corresponding buttons on the remote. He then asks the customer which wave speed he or she prefers.

Glen also mentions that the massage motors turn off automatically after 30 minutes.

Demonstrating the TEMPUR-Ergo(TM) Premier

Step 5: Close the Sale Finally, Glen closes the sale.

Glen closes by asking, "Would you like to include this with your mattress today?"

Step 5a: Customer Price Concern

If a customer likes the TEMPUR-Ergo™ Premier, but it is more than they want to pay…

1) DON’T move them off the Premier

2) Tell them there are two other options you want to show them

1) Pick up the Plus Remote and demonstrate what they “will be giving up” for the price point.

2) For TEMPUR-Up, remind them of how their “lifestyle” setting (reading, TV) and explain that for just an extra

$600 compared to a flat foundation, they could have that feature

3) Then CLOSE the Sale by asking,

"Would you like to include the TEMPUR-Up™ with your mattress today?

The Presentation Summary P

rese

ntat

ion

in 5

Eas

y St

eps 1. Say “Let me show you how to make this feel

even better

2. Find the customer's Sleep Position *Save the Sleep Position as Pre-set #1 *Return the customer to the flat position so he or she can feel the difference

3. Find the customer's Lifestyle Position *Save the Lifestyle Position as Pre-set #2 *Take the customer back to the Sleep Position by pressing Pre-set #1

4. Incorporate the massage functions

5. Close the sale: "Would you like to include this with your mattress today?"

Take Advantage of the Ergo Opportunity Remember, to attain a higher attach rate, you should Keep it Simple and demonstrate the Ergo EVERY TIME!

Capture your notes here