Sales Training Manual
Sales Training Manual Table of Contents Who is Legacy Billiards?..................................................................................................................... 3 Why Buy From Legacy?...................................................................................................................... 4 Quality is Value...................................................................................................................................... 5 History of Billiards................................................................................................................................ 9 The Billiard Congress of America (BCA)......................................................................................11 History of Shuffleboards..................................................................................................................15 Shuffleboard Scoring........................................................................................................................16 Shuffleboard Features......................................................................................................................17 Today’s Consumer..............................................................................................................................18 Sales: Keys to Success.......................................................................................................................19 Sales Techniques.................................................................................................................................20 Legacy Sales Presentation...............................................................................................................21 Icovia Room Designer.......................................................................................................................25 2 www.LegacyBilliards.com Who is Legacy Billiards? Legacy Billiards is a manufacturer headquartered in Collierville TN (just outside of Memphis). They have several distribution centers in the US and support over 150 dealers worldwide. Legacy Billiards owns the largest billiard factory in the world. Their factory also produces furniture and furniture components for other well-known brands such as: Thomasville, Lane, Drexel Heritage, Lazy Boy, Best, and others. Their international factory is located in Asia in order to better serve a worldwide market. Legacy has been manufacturing Billiard products and game room furniture for over 20 years. They continue to manufacture component parts and/or finished products for many well-known billiard brands. Legacy is the only billiard company in the world that manufactures all their products in the same facility. This means the style, finish, and quality of all the products produced will be consistent across the board. Legacy Billiards is part of the Exact Commerce Family of products that include the following billiard brands: • Legacy Billiards • Heritage Billiards • Renegade Billiards • Urban Legacy Design • The Perfect Drawer 3 Why Buy From Legacy? All consumers want their purchase to be the best quality with the most features for the least amount of money possible. This defines VALUE (Do not confuse price with value). Legacy’s VALUE is best explained by the following: Billiards Tables: 1- All Legacy Billiards tables are manufactured with solid hardwood. • Classic, Elite, Sterling Series – White Mahogany cabinet and legs with Maple Rails • Signature Series – Solid Maple • All hardwoods are harvested from GREEN tree plantations not from endangered forests. 2- Perfect Corner Assembly: Perfect corner compared to metal brackets or plywood top frame • Solid wood (no plywood, MDF, or metal) • Fewer parts (Gusset, leg plate, corner trim — all one piece) • Stronger hardware (no inserts, T-nut construction) • Perfect alignment (Automatically flush panels and square cabinet) 3- Exact-Shot Rail System provide professional playability and are exclusive to Legacy Branded products • K-66 profile made with 100% natural gum rubber • Beaded rail facing for perfect alignment • Lifetime Warranty More Options than other brands of Billiard tables: (Compare tables offered under $2,599) • Style Options • Stain Options • Size Options • Leg Options 45- The BEST Warranty in the industry. • Lifetime (Wood, Slate, Cushions, Hardware) Not pockets • Lifetime Labor (only Billiard Brand to offer this) • One Year Shipping Furniture: • All Legacy Furniture is made in the same factory. This ensures the finishes and styles all match. • All Bars, Stools, Game Chairs and cue racks are assembled at the factory. • Any furniture that does require assembly utilizes hardware coated in Lock-Tight. This allows for a stronger assembly and permanent tension for the life of the furniture. • All bar, and pub tops utilize an environmentally safe modified polyurethane finish for durability and longer life. 4 www.LegacyBilliards.com Quality is Value The quality of ANY billiard table is dependent on four basic factors. 1- Materials and Hardware 2- Design and Engineering 3- Proper Assembly 4- Care and Maintenance 1- Materials and Hardware Solid Hardwood The BCA’s Pool Table Buyer’s Guide states the following: Wood is an important element in the table construction and decoration, unless you’re going for a post-industrial concrete or steel look. The type of wood used and the intricacies of the woodworking on the table will directly impact the value. Tables that are constructed of laminates, particleboard, and plywood will not have a long life span because they will require more repairs, and as staples and screws are reapplied the wood will begin to chip and break. Wood will determine the cost of your table. The highest quality and most expensive wood tables employ solid hardwoods in ALL components of the table: legs, cabinet, frame, and rails. Very simply, a hardwood table will cost more than soft wood or laminated tables. If solid wood is used under a veneer laminate the table’s construction will still be solid. If the wood veneer is glued over particleboards, plywood, or Medium Density Fiberboard (MDF) there is a chance of moisture causing deterioration of the structure. Many times a salesperson may refer to the table as “cherry” or “mahogany.” What they are often referring to is the wood’s finish or coloration and not the wood itself. Remember: The type of wood used and the intricacies of the woodworking on the table will directly impact the VALUE of the table. 5 Quality is Value continued Legacy Hardware Legacy incorporates several kinds of hardware fasteners into each product they manufacture. Billiard Tables: 1. T-nut fasteners have the greatest amount of pull-out resistance of all the threaded insert types. T-nut fasteners are used for all billiard table and shuffleboard applications. Legacy T-nut .375” Thread Olhausen T-nut .3125” Thread Brunswick Floating Nut Plate Threaded Insert (Cheap Imports) Billiard EX Secured Nut Plate 2. Legacy Slate Screws a. Hex head to resist stripping • All others (except Connelly) use Phillips head screws that are prone to strip b. Self-taping to help prevent wood from cracking c. Tested to be 66% harder metal than other compared screws 3. Legacy Domed Furniture Washers provide inner teeth to fasten to the underside of the bolt head and outer teeth to bite the wood and resist loosening. Legacy Domed Locking Washer Olhausen Domed Washer 6 www.LegacyBilliards.com Brunswick Flat Washer Quality is Value continued 2- Design and Engineering 1- Legacy Perfect Corner (patent pending) • Solid wood corner (No plywood) • No metal bracket • Stronger corner • Easier assembly • Less hardware • Self-adjusting panels 2- Mortised cross members • Solid hardwood Construction of the Legacy Cabinet • Attached through the outside of the cabinet with Perfect Corner™ • This feature combined with the security of the Perfect Corner eliminates the need for Quad Beam support. 3- Diamond honed slate - Each piece of slate is diamond honed to within .002” to ensure a perfectly level playing surface for the life of the table. - Legacy takes the extra step of backing each piece of slate with high density fiberboard. • Creates the quietest playing table available • Allows us to staple the cloth to the table to give you the most accurate ball roll possible - All tables come with slate that is 1 thick per BCA specifications • Provides correct weight • Strong enough to maintain a flat and level surface - Solid wood rails with Exact Shot cushions 4 - Legacy rails using Fortress Power Lock construction (oversized T-nut) and Exact Shot K-66 profile cushions provide the best possible play in the industry. - The cushion uses a relief groove that matches perfectly to the beaded rail profile. • Provides perfect cushion alignment • 133% adhesion (33% more adhesive area than any competitor.) This combination has been independently tested by major universities and was proven to create the most consistent bounce and rebound action in the industry. - Cushion rubber has a lifetime warranty Cushion Relief Groove 5- Matching pockets with every table • EZ Net for correct installation • Shield tabs to secure shield in place 7 Quality is Value continued 3- Proper Assembly 1- Certified training Legacy provides certified training to all dealers to ensure proper and professional installation and assembly of all Legacy products. The simplicity of the assembly is a result of less hardware and stronger components, which result in products that are superior to our competition. The products have proven to endure as long as the customer expects their investment to last. 2- Billiard cloth: Stretching billiard cloth must be done as tightly as possible on both the rails and slate bed. - Rail relief groove All billiard rails have a relief groove cut on the bottom of the rail to absorb the thickness of the stapled cloth while ensuring the rail sits flat and flush to the surface of the slate. - Mitered cuts on the slate corners All slate corner pockets have mitered cuts to Rail Relief Groove allow the installer to apply more tension on the bed cloth without risk of tearing the cloth. 4- Care and Maintenance 1- Finish surfaces Proper care for Legacy products is easy because the finishing process used on all products prevents the need to use any chemicals for cleaning or caring. • Legacy uses as many as 14 steps to correctly apply the finishes to many of its products. • The additional hardening process provided to all billiard rails, bar tops and pub tables promotes the life and durability of the surface by being scratch and stain resistant. Proper cleaning only requires a slightly dampened cloth and minor wiping. 2- Cloth care Never vacuum billiard cloth as particles from the slate will be pulled through the cloth and create tiny pin holes in the material. This will greatly wear down the useful life of the cloth. We only recommend using a designated billiard brush and rail brush to sweep any chalk dust or debris into a pocket opening in order to clean cloth. • Napped billiard cloth needs to be brushed (trained) in one direction to improve ball performance on the surface of the table. • This brushing (training) needs to be a recurring procedure to ensure proper playability for the life of the cloth. Worsted cloth (a faster upgrade) needs no training as the fibers are woven flat. Occasional brushing may be needed only to clean and sweep debris off the playfield. 3- Go to LegacyBilliards.com to view additional care and maintenance recommendations. 8 www.LegacyBilliards.com History of Billiards Billiards has always been a family of games that is played on a table with a cue stick. The cue stick is used to strike balls that move around on the table. There are different types of billiard ball games. Common games include: 1- Eight Ball is played with fifteen numbered object balls and the cue ball. The shooter’s group of seven balls (one through seven or nine through fifteen) must all be off the table before he attempts to pocket the eight ball to win. Shots are called. 2- Nine Ball is played with nine object balls numbered one through nine and the cue ball. The balls are played in ascending numerical order. The player legally pocketing the nine ball wins the rack. 3- Snooker: International or “English” Snooker is the most widely played form of Snooker around the world. It is generally played on 6’x12’ English billiard tables with cushions that are narrower than pocket billiard tables and curve smoothly into the pocket openings. 5’x10’ and Snooker tables of even smaller playing dimensions may be used for the game. The balls and pocket openings are much smaller than traditional pocket billiards, thus making the game more difficult to master. 4- Three Cushion Billiards (Caroms): This is played on a table that has no pockets and is slightly larger than a pool table. Three Cushion Billiards is played with three balls that are red, yellow and white. The object is to make the cue ball hit the two other balls on the table along with three or more rails. 5- 14.1 Straight Pool, also known as straight pool, is played with fifteen numbered balls and the cue ball. Each ball pocketed on a legal called shot counts one point and the first player to reach the required score wins the match. 14.1 is continuous in that after fourteen balls are pocketed, they are re-racked and the shooter continues. 9 History of Billiards continued Historical records about the exact genesis place and form of the game of billiards are inaccurate and ambiguous. The word “billiard” is derived from the French word “Bille,” meaning ball, referring to a game involving ball and stick, and “art,” meaning the art of playing the game. Although the French have given new meaning and life to the game — refining, evolving and popularizing it — they cannot claim to have invented it. Billiards was played as an outdoor lawn game, resembling golf or croquet, in northern Europe during the 15th century. The first actual evidence of billiards was found in the 1470 inventory of King Louis XI of France in the form of a lawn billiard game. Billiards graduated to indoor games and became popular among aristocrats and commoners in France by the mid-1500s. By the mid-1600s, the table version similar to today’s games appeared. Slate, cushions and current cloth were not used until the 1800s, however. The cue was developed in the late 1600s. In the first days of billiards, instead of being struck, the balls were shoved by wooden sticks called maces. When the ball lay near the rail, the mace was difficult to use because of its large head. Whenever this happened, the billiard players would turn the mace around, and hit the balls with the tail end of the mace. The tail was “queue,” which is where we get the word “cue.” For a long time, only men were allowed to use the cue. Women were forced to use the mace because it was thought that women would rip the cloth with the pointed cue stick. Billiard tables originally had flat vertical walls for rails, and their only function was to keep the balls from falling off the table. The rails resembled river banks, and thus, were often called “banks” for short. When players discovered that the balls would bounce off the rails, they began to deliberately aim at the banks. That was the invention of the “bank shot.” The “bank shot” is where a ball is aimed and shot at the wall as part of a shot. Billiard equipment improved rapidly in England after 1800, largely because of the Industrial Revolution. Chalk was used to increase friction between the ball and the cue stick even before cues had tips. The leather cue tip, with which a player can apply side spin to the ball, was perfected in 1823. The two-piece cue arrived in 1829. Slate became popular as a material for table beds around 1835. Goodyear discovered vulcanization of rubber in 1839, and by 1845 it was used to make billiard cushions. By 1850 the billiard table had essentially evolved into its current form. 10 www.LegacyBilliards.com The Billiard Congress of America The BCA is the governing body of billiards that sets all the standards for equipment specifications and tournament play, much like the NFL is to football or the NBA is to basketball. All Legacy Billiard tables meet or exceed BCA standards. Table specifications are as follows: 1. Table Bed Height Shall be between 29.25” and 31” 2. Slate The thickness must be at least 1”. The playing surface must be capable, either by its own strength or a combination of its strength and that of the table base frame, of maintaining an overall flatness within +.020” lengthwise and +.010” across the width. Furthermore, this surface should have an additional deflection not to exceed .030” when loaded with a concentrated static force of 200 pounds at its center. All slate joints must be in the same plane within .005” after leveling and shimming. Tournament tables must have a set of slates consisting of three pieces of equal size with wooden frames of at least .75” thick lumber attached underneath the slate. The slate sections must be secured to the base frame with countersunk screws or bolts. 3. Playing Surface All playing surface areas must be rectangular and symmetrical. a. 9’ table- 50” wide x 100” long b. 8’ table- 44” wide x 88” long c. 7’ table- 39” wide x 78” long 4. Rail and Cushion The rail width must be between 4” and 7.5” including the rubber cushions. 18 sights (or 17 and a name plate) shall be attached flush on the rail. The center of each sight should be located +3.6875” from the nose of the cushion. The sights may be round (between .4375” and .5” in diameter) or diamond-shaped (between 1” x .4375” and 1.25” x .625”). Any nameplates and score counters should be flush level with the rail top. All rail bolts should be located so that when it is properly torqued, it renders a quiet and optimum rebound from any point of the cushion nose of the table. 5. Height of the Cushion Rubber cushions should be triangular in shape with the width of the cloth-covered cushion being between 1.875” and 2”, measured from the outer edge of the featherstrip to the nose of the cushion. Rail height (nose-line to table-bed) should be 63.5% (+1%) or between 62.5% and 64.5% of the diameter of the ball. 11 The Billiard Congress of America continued 6. Cushion Rubber Table cushions should influence the speed of the table such that with placement of a ball on the head spot, shooting through the foot spot, using center ball English, with a level cue and firm stroke, the ball must travel a minimum of 4 to 4.5 lengths of the table without jumping. 7. Pocket Openings and Measurements The facings on both sides of the pockets must be of the same thickness. Facings must be made of hard reinforced rubber, glued with strong bond to the cushion and the rail, and adequately fastened to the wood rail liner to prevent shifting. The rubber of the facings should be somewhat harder than that of the cushions. The pocket openings for pool tables are measured between opposing cushion noses where the direction changes into the pocket (from pointed lip to pointed lip). This is called the mouth. Corner Pocket Mouth: European (4.5” to 4.625”) North American (4.875” to 5.125”) Side Pocket Mouth: European (5” to 5.125”) North American (5.375” to 5.875”) The mouth of the side pocket is traditionally .5” (1.27 cm) wider than the mouth of the corner pocket. Shelf: The shelf is measured from the center of the imaginary line that goes from one side of the mouth to the other — where the nose of the cushion changes direction — to the vertical cut of the slate pocket cut. Shelf includes bevel. Corner Pocket Shelf: between 1” and 2.25” Side Pocket Shelf: between 0” and .375” 8. Pocket Liners The pocket liners and boots should be made of long wearing plastic, rubber or leather. The material the liners and boots are made of should not permanently mark (stain) the balls or cues. The upper part of the inner wall must be fashioned so that whenever a ball hits the pocket liner wall below the rim at the top of the rail, the ball is directed downwards. 9. Ball Return and Drop Pockets Both drop pockets and automatic ball returns can be used in tournament play but must be as noiseless as possible. Drop pockets must have a basket capacity of at least 6 balls. Automatic ball returns must be properly installed so that pocketed balls are not bounced back to the table or off the table. 10. Cloth The cloth must be non-directional, nap-free billiard fabric that will not pill or fluff, composed of no less than 85% combed worsted wool and no more than 15% nylon. 100% combed worsted wool fabric is preferred. No backed cloth will be allowed. 12 www.LegacyBilliards.com The Billiard Congress of America continued 11. Fastening of the Cloth (Guidelines) The table bed cloth must be stretched for “proper tension” and mechanically attached to the underlying wooden slate liner with fully driven fasteners (staples or tacks). When covering the cushions, the cloth must be lengthwise evenly and consistently wellstretched while inserting the featherstrip as well as thereafter. While the cloth is in a stretched condition lengthwise, the cloth must then be stretched in the width up to the moment when indentation of the nose of the rubber cushion is about to start and attached underneath the wooden rail with fully driven fasteners (staples or tacks). At the side pocket openings, the rails are to be covered with a minimum overlapping of fabric over the facings. When overlapping the cloth over the facings, great care must be taken so that hidden folds, if any, do not cause balls to jump off the table during play. No folds are allowed in the cloth over the facings of the corner pockets. 12. Cleaning Table and Rail Cloth (Advised Preparation) A soft (horse hair) brush, a cloth-cleaner made for billiard fabric, or a brushless (without rotating brush) vacuum cleaner are the recommended table and cushion cleaning devices. Brushes that shed bristles are not recommended. 13. Lights The minimum height of the fixture should be no lower than 40” (1.016 m) above the bed of the table. 14. Balls and Ball Rack All balls must be composed of cast resin plastic and measure 2.25” in diameter and weigh 5.5 to 6 oz. Balls should be unpolished and should also not be waxed. Balls should be cleaned with a towel or cloth that is free of dirt and dust, or with soap and water. Balls contaminated with any slippery substance, treated with a polishing or rubbing compound and/or waxed must be cleansed with a clean cloth moistened with diluted alcohol before play. A complete set of pool balls consists of one white cue ball and fifteen color-coded, numbered object balls. The object balls are clearly and visibly numbered 1 through 15. Each object ball has its number printed twice, opposite each other, one of the two numbers upside down, black on a white round background. Balls 1 through 8 (solid colors): 1.yellow 2.blue 3.red 4.purple 5.orange 6.green 7.maroon 8.black Balls 9 through 15 (banded colors): 9. yellow 10.blue 11.red 12.purple 13.orange 14.green 15.maroon 13 The Billiard Congress of America continued The wooden triangular ball rack is the recommended device to use to rack the balls to ensure that the balls are properly aligned and in contact with each other. Plastic racks are not recommended. They are flexible and tend to deform, which makes proper racking of balls very time-consuming, if not impossible. 15. Cue Sticks Cue Sticks used at BCA competitions should comply with the following during play at table: Length of Cue: 40” minimum / No maximum Weight of Cue: No minimum / 25 oz. maximum Width of Tip: No minimum / 14mm maximum The cue tip should be made of a material that will not scratch or damage the addressed ball. The cue tip on any stick must be composed of a piece of specially processed leather or other fibrous or pliable material that extends the natural line of the shaft end of the cue and contacts the cue ball when the shot is executed. If the ferrule of the cue stick is made of a metal material, it may not be more than 1” in length 16. Mechanical Bridge The mechanical bridge (also called rake, crutch or rest) is an accessory of the billiard sports table and consists of a stick with a bridge head mounted at its end to support the shaft of the cue stick, replacing the hand bridge during shots that are difficult to reach. The stick or handle of the mechanical bridge is very similar in shape to the cue stick. The bridge head has notches or grooves, usually at various heights, where the cue shaft can rest. The contour of the bridge head should be smooth in order to not mar the cue shaft or rip the threads of the table cloth when being used. 14 www.LegacyBilliards.com 14 History of Shuffleboards Ella Shuffleboard In 15th century England, people played a game of sliding a “groat” (a large British coin of the day worth about four pence) down a table. The game was called “shove groat” and/or “slide groat.” Later, a silver penny was used and the name of the game became “shove-penny” and/ or “shovel-penny.” The game was played by the young and old, and was a favorite pastime. The game shed its crude beginnings when American cabinetmakers turned out some of their finest inlaid cabinet work on shuffleboard game tables for the wealthy homes of New York City. By 1897, shuffleboard table statistics rated as much space in the metropolitan newspapers in the New York City area as prizefighting and baseball. Soon after, shuffleboard started making its way across the country. World War II opened the “Swinging Forties” and shuffleboard really came into its own. The intrinsic appeal of the game — skill, diversity, competitiveness and attraction to young and old — offered the kind of release needed in those turbulent years. Shuffleboard grew to its greatest height in the 1950s. Most major shuffleboard manufactures sponsored nationwide shuffleboard tournaments. These were the biggest tournaments ever held; one had 576 teams participating. Fierce competition among major manufacturers and suppliers, lack of uniform rules and organization, the inability to gain sponsorship of the sport and general internal strife in all facets of shuffleboard, led to a decline of the game in the ’60s and ’70s. Some feared it was damaged beyond repair, but others invested their time, efforts and talents to breathe life into the sport that they had loved. That dedication paid off. By the mid-80s, shuffleboard experienced a revival — one that has extended and strengthened in recent years. 15 Shuffleboard Scoring All Chrome beads are worth 1 point each and all colored beads are worth 10 points each. Start with all beads in the center of the abacus rod. Slide the chrome beads to the side post as each point is scored. hen 9 points are scored, all 9 beads are slid to the side, W Shuffleboard Abacus Scorer (signifying 9 points). Once a player scores a 10th point, all the chrome beads are slid back to the middle and one of the colored beads are slid to the post on the opposite side of the scoring rod. (This signifies a score of 10) When additional points are scored, the player again slides the (1 pt) chrome beads to the opposite post to reflect the correct score. If a player scores more than 19 points, slide the 9 chrome beads back to the middle and slide the second colored bead to the opposite post for a score of 20 points. Most games are played to either 15 or 21 points but each game must be won by a minimum of 2 points, so higher scores are possible. 16 www.LegacyBilliards.com Why Buy From Legacy? Shuffleboard Features Cabinet The cabinet can be constructed of one or several pieces providing the tray allows the playfield to be leveled side to side and creates a “sway” from end to end. Playfield sway is necessary as it provides control to the speed of the pucks while sliding. Playfield A polymer resin surface poured over thick solid wood is the preferred playfield material. Legacy playfields are made from thick Plantation North American Yellow Poplar with a .25” polymer resin that provides a playing surface with a life time warranty. (Except the Classic model; this is Maple veneer over MDF with .125” resin.) North American yellow poplar has the same gravity hardness as red maple. Legacy applies a clear sealant to the playfield on all sides and on the bottom to prevent warping. Shuffleboard Playfield Climate Adjusters Tournament shuffleboards include climate adjusters to ensure a level and accurate game. Climate adjusters must be calibrated to cause a concave surface to the playfield. This allows the puck to be properly controlled while playing a game. Shuffleboard Wax and Silicone Shuffleboard Climate Adjuster Shuffleboard wax is made from small wax beads mixed with various particles, usually wood dust. Legacy uses an average speed wax that is appropriate for all sizes of boards sold for homes. Silicone spray Is used to coat the playfield before wax is applied. This helps to smooth the surface. After the wax is applied, more spray is used to help hold the wax beads in place. Shuffleboard Perfect Drawers Are attached to all Legacy Shuffleboards LED lighting Is standard features on all Signature Shuffleboards 17 Today’s Consumer Internet vs. Brick and Mortar Three things consumers are interested in when shopping for billiard and/or game room products: 1- Style 2- Price 3- Availability Internet Shopping • Nearly all consumers (97%) now use online media when researching products or services in their local area. (BIA/Kelsey and ConStat March 2013) • 58% of cell owners used their phones for recommendations, reviews, or price comparisons in a physical store during the holiday shopping season. (Aaron Smith PEW Research Jan 31, 2013) • Percentage of all retail sales that are made online…………… _______ (U.S. Commerce Dept. Forrester Research 8/24/12) It is critical to your success that you know your competition and what they are offering/ saying to your customers. Brick and Mortar Advantage • More than two-thirds (67%) of Americans prefer to shop in traditional, brick and mortar stores than online commerce sites. (Jack Loechner Synqera, by Instant. Ly May , 2013) • Visible Selection • Expert Knowledge • Better Customer Service • More Savings • Valid Warranty Brick and mortar stores will ALWAYS provide customers with a BETTER experience, BETTER service and ultimately; BETTER VALUE. 18 www.LegacyBilliards.com Sales: Keys to Success Key #1 Self-belief is the fulcrum of success. It’s the bridge between your personal attitude and your ability to transfer confidence to your customers. Without belief in what you do, what you are selling and the company you’re selling for, your ability to engage prospective customers and get them to want to buy will be low and ineffective. Mediocrity stems from lack of belief more than lack of skill. If you want to boost your chances of increasing sales, deepen your belief system before your next sales presentation. Five Core Beliefs: 1- Belief in your company. Believe that its ethics are high and its people are great. 2- Belief in your products. Believe that the products you are selling are the leader in quality and value. 3- Belief in your service. Believe that your company supports its customers. 4- Belief in yourself. Your thoughts precede your words and actions. If you are unsure, that will be evident to those you seek to persuade. If you have a history of success and give your presentation with self-confidence, it will often turn the tide from doubt to certainty in the mind of the prospect. 5- Belief that when customers buy, they are better off! Key #2 Front Line Attitude: Companies spend millions of dollars on advertising, branding, merchandising and every other element of marketing. However, there are people involved in the business, and marketing means nothing if those people are not great and DO NOT have great attitudes. All of the dollars spent may get the customer to come in the store. But from there, it’s all about the retail salesperson. Each employee has the responsibility of representing the company to its customers in a way that reflects the image and reputation needed to build and maintain a leadership position. Anything less than the best is unacceptable. But here’s the secret: don’t do it for your company — do it for yourself. Real winners are few and far between; it is your choice alone, to make yourself a winner. 19 Sales Techniques 1. Never ask a Yes or No question like “Can I help you?” a. Welcome to “our store” Thank you for coming in. b. Offer them to try out any game in the store. (Play, have fun) 2. Always introduce yourself and listen to their first name. a. Introduce yourself with a hand shake. b. Ask them what they want to be called. c. Remember and use their name or nickname for the presentation. 3. Qualify the customer. a. Ask what brought them into the store and/or how they heard of your store. b. Ask if they have been shopping, if so where? c. Ask if they have ever owned a table before. d. Ask about the size of their room. e. Ask what theme or décor the room has. (Sports teams, 50s décor etc) • What stain color will match your room best? f. Ask what their thoughts are on table size. • 8’ billiard tables are the most common because that size creates a lot of challenging shots yet, most can be made without the use of a bridge stick. g. Ask if they found a good deal NOW, are they prepared to buy NOW. 4. Watch body language and never interrupt a customer talking. a. Body language tells a lot about what they like. b. Customers like to be listened to. (It makes the relationship personal) c. Copy their body language. (It makes them comfortable) 5. Up-selling is important. a. How large is the room? (Expresses your knowledge about room size requirements and suggests other items) b. Do you play pool by yourself? (Spec chair pitch) c. Most “require” a light over the table? d. Cloth upgrade? e. Accessory upgrade? f. Table Cover? 6. Always be closing. a. Refer to the benefits of the product. b. Assume the sale. i. “Your (product)” ii. “When we deliver this to you….” c. Summarize the savings. i. Calculate and total the discounts in dollars (not percentage). ii. Suggest trading the discount for additional discounted products. d. Ask for the money. 20 www.LegacyBilliards.com Legacy Sales Presentation Introduction Welcome to our showroom. My name is: (Listen to their name and remember it by using it throughout the presentation.) Qualifying How did you hear about our company? Or, what brought you into our store today? (Write this down on the Customer Information Card) Are you looking for something in particular? Is it going into your game room? What size is the room? (Depending on the answer, explain the room requirements for the size of product they are interested in.) Have you been shopping for this product via any of our competitors or been looking online? (Pause for answer.) Do you have a certain Style or Décor in mind? Presentation Have you heard of Legacy Billiards before? (Pause for answer.) Explain: “Who is Legacy Billiards?” Allow me a few minutes to show you some of Legacy’s products and explain the features and how they compare to other companies you may have looked at. (Walk them though the product displays and discuss the styles and features of the products. Do not get too detailed unless they ask a specific question.) 21 Legacy Sales Presentation continued Billiard Table: There are SEVEN important criteria when selecting the right pool table: 1- Price – a quality table starts at about $2000 in order to get features and value that will ensure long term enjoyment and an accurate game. 2- Size - Legacy offers more size options, leg options and stain options than any competitor at this price level. 3- Brand – Legacy is a respected brand with over 150 dealers worldwide. Make sure any brand that is being considered has dealer representation. If Dealers don’t find it worth selling, why would you find it worth buying? 4- Materials – Solid Hardwood construction is preferred with no engineered woods 5- Performance – A quality billiard table needs to have solid constructions, 1in backed slate, 100% gum rubber cushions and a selection of cloth options. 6- Warranty – Lifetime on all manufactured parts including the slate and cushions. 7- Installation – A professional is required to assemble and properly adjust the table for correct playability. Furniture: Legacy furniture is defined by VALUE as well. Legacy has four furniture categories: Classic, Elite, Sterling, and Signature. All bars, barstools and game-chairs are factory assembled. This ensures that they are stronger and last longer than any “assembly required” furniture available from other competitors. Beware of furniture bought from most online companies, as they typically require tremendous amounts of assembly and are usually not the quality and value the picture on your computer screen and the printed description presents them to be. All of Legacy’s furniture includes a full; one-year product warranty. 22 www.LegacyBilliards.com Legacy Sales Presentation continued Accessories: Accessories are important to the play and experience you have when playing on your pool table. • Accurate and precise billiard balls are essential to the accuracy of any game. A high- quality resin ball with exacting specs of 2.25” in diameter and must be perfectly consistent weight with each other. This results in the best play possible. All Legacy “Fast-Track” billiard balls adhere to these specs and come with a lifetime warranty. • Cues are like golf clubs. It is generally considered that the better the “stick,” the better the play. This is not to say you need to spend a fortune on a cue stick, but make sure you are using a quality cue that feels right for your style of play. Eventually you will purchase a custom cue for yourself once you determine what features and balance you like. • Chalk is essential to being able to play accurately and correctly. The color of your cue chalk must resemble the color of your cloth. If not, the chalk will stain the cloth and create a mess on your playing field. • All players prefer a wooden ball rack since plastic racks will flex and make tightening the ball very difficult. A tight ball rack is essential to a good break. • Other accessories are important as well. Legacy offers many choices for you to upgrade or add to your accessory kit provided with your table purchase. The Perfect Drawer This is the perfect accessory or “upgrade” to add under any billiard table. It is designed to fit on virtually any size or brand of table. The Perfect Drawer provides hidden storage for all your billiard accessories, keeping them out of site and away from view. Adding drawers to billiard table cabinets has become a popular feature that often adds $600 to $800 to the cost of the table. The Perfect Drawer costs much less and provides a better look and more security for your accessories as it is totally hidden from view. 23 Legacy Sales Presentation continued Shuffleboards: All Legacy Shuffleboards are manufactured in the same facility as all their billiard tables and furniture. They offer six different styles in three different sizes. They all incorporate materials and features that allow them to perform as professional tournament tables, while keeping costs down so families came enjoy them in their homes. Have you ever played Shuffleboard? (Entice the customer to play shuffleboard; presentation should be referenced from the “Why Buy Legacy Shuffleboard” section of this manual) Closing: Now that we have discussed pricing, construction features and performance, what product do you feel is the best choice for you? (Pause and let them respond.) If they need more information to make a decision; provide it. If they identify what product they like; take them to it, explain more of its features, and further the closing process by describing the following benefits of their decision to purchase from you: 1- Our delivery and installation are provided by a licensed and insured contractor. We stand behind his work as well as any problem you may have with our products. 2- We accept all forms of payment including all major credit cards. 3- Describe any current specials from your store or available from Legacy’s website, LegacyBilliards.com We like to ask for information from our customers, so we can inform you of future specials or information that may benefit you. (Fill out the rest of the Customer Information Card.) 24 www.LegacyBilliards.com Icovia Room Designer The Icovia Room Designer is a FREE, easy-to-use tool that is available as a link directly from the Legacy Billiards website. Sales people will love this tool because it helps the customer with the process of planning their game room and visibly seeing how and what items will fit into the room. This easily allows the customer to realize their ability to include additional items with their initial purchase and will definitely increase your average sale. Customers enjoy learning and using this feature as it personalizes the design and creates a “custom” environment in their home. It also helps customers answer questions regarding the space recreational items will take in their rooms. Follow these 10 steps to easily use the Room Designer: 1. Go to LegacyBilliards.com. 2. Click on the Room Designer icon at the top of the home page. (This may take a few seconds to build and open.) 3. When the program opens, it will give you the opportunity to see pre-built room plans or you may choose to design your own. a. For pre-built plans you may choose the room plan on the left side of the page and click “Continue.” This will enlarge the view. At this point you may click and drag the icons to the desired location. b. If you choose to click the “Design your Own” tab, you will be asked for your room size and plan type. Fill in the requested information and press “Continue.” 4. A page will open that will display an empty room with the dimensions that you have chosen. You can move walls or create unique angles by clicking on a wall and dragging it to a desired location. More walls can be added by searching the menu on the left for “Structural, Miscellaneous” and clicking on the “wall” icon. 5. On the left side of the page you will see a number of furniture icons that you may simply click or click and drag into the empty billiard room. When selecting a billiard table, you will notice two to select from. One of the billiard table icons will indicate the space needed for cue clearance with a dotted line around the table when inserted into the room. The other is just the table. You can select either one. 6. To change the position of the icon in the room, single click on the icon. A red “X” and blue “I” will appear. Click the “X” to delete or the “I” to make notes or physical changes to the icon. Other “size” and “position” buttons are visible as well if you prefer to use them. To move the icon around the room, click and drag it to the desired location. 7. Keep adding additional items in the room until you have created the perfect custom game room. 8. When completed, click “Save” under the Legacy Billiards logo. This will prompt you to login or register. 9. Enter the desired login or registration information to view later from any computer. 10. Once the design is saved, you can name the custom design, print the page or share/e-mail a friend so they can comment or adjust your plan. This Room Designer may also be used to help your customers design other rooms in their house, (theater rooms, outdoor patios, etc.). To use this feature, repeat the process starting from “Step 3.” Select the room design given on the left side of the page, then click “Continue.” 25 Notes 26 www.LegacyBilliards.com Notes 27 851 Progress, Collierville, TN 38017 Phone: 866.953.4272 | Fax: 901.854.1504 LegacyBilliards.com
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