Facilitator’s Guide Fall 2011 Home Decor Training Level 2 “Discover the Difference” Levolor Level 2 Training Introduction Levolor Level 2 Training reviews how to qualify customers, product coordination, and product knowledge for Levolor Custom Size Now and Special Order blinds and shades. Length 3.5 hours (2.5 hours SOS; 1 hour CSN) Requirements Participants must be employed by Lowe’s Companies, Inc. or its subsidiaries. Course Description This instructor-led course combines product knowledge and consumer insights for Levolor Custom Size Now and Special Order blinds and shades. Objectives By the end of the class, you will be able to: Qualify customers looking to purchase blinds and shades Coordinate Levolor products with top sellers in Paint and Flooring Coordinate different Levolor blinds and shades categories with one another Discover the difference between Levolor’s Custom Size Now program and the stock programs of Lowe’s competitors Demonstrate how to order Levolor Blue Tape and labels, and show how to properly handle End Cap packaging issues. Continued on next page Levolor Level 2 Training August 2011 © 2010 Lowe’s Companies, inc. 2 Levolor Level 2 Training, Continued Order of Topics Below are the topics covered in this course: Topic See Page Qualifying the Customer Levolor Perceptions, Vertical, and Textured Blinds Program Levolor Accordia Energy Efficiency Discover the Difference/ Product Coordination Use Your Clues Activity CSN/CBC Program Review CSN/SOS Product Coordination Discover the Difference/How Lowe’s Wins Use Your Clues Activity Packaging Review/Blue Tape Ordering (In aisle) Course Agenda Below is the course agenda: Subject Duration (3.5 hours) 5 minutes 10 minutes 10 minutes 50 minutes 10 minutes 20 minutes 5 minutes 15 minutes 15 minutes 5 minutes 10 minutes 10 minutes 15 minutes 15 minutes 10 minutes 5 minutes Ice Breaker/Introduction Special Order Sales Review Qualifying the Customer Levolor Vertical, Perceptions, and Textured Blinds Levolor Accordia Energy Efficiency Discover the Difference/ Product Coordination Wrap Up/Questions Use Your Clues Activity Break CSN Sales Review CSN/CBC Program Review CSN/SOS Product Coordination Discover the Difference/ How Lowe’s Wins Use Your Clues Activity Packaging Review/ Blue Tape Ordering (in aisle) Wrap Up/Questions Levolor Level 2 Training August 2011 © 2010 Lowe’s Companies, inc. 3 Introduction, Icebreaker, and Sales Review (15 Minutes) Introduction and Icebreaker Facilitator’s Note: Begin the Level 2 class by introducing yourself and any other co-facilitator. Explain that you will be covering both Levolor Special Order and Custom Size now product categories. The theme will be centered around “Discover the Difference.” We will be discovering the difference between Lowe’s and other retail stores that offer window treatments. As an icebreaker, go around the room and have each attendee give his/her name, store number, and favorite mystery book, mystery TV show, or mystery movie. ______________________________________________________________ Sales Review Facilitator’s Note: Prior to the Level 2 Class, during set up, write the YTD Sales for all stores in attendance on the white board. Include their Special Order Sales and Total Sales. Include your territory YTD sales percentage on the white board for both Total Lowe’s Sales and Lowe’s Special Order Take time to review sales YTD for each store in the Lowe’s District Recognize stores that are performing positively and above territory trend YTD. Also recognize stores that have opportunity for growth in the CSN business. Please take time after the sales review to reference the Lowe’s Vision and Core Values, as well as the Lowe’s IMPACT Selling process on p. 5 and 6 of their Participant’s Guides. Explain to the class that even though they have walked through these items in the morning session, that Levolor partners with them, and supports the associates in these values and processes! ______________________________________________________________ Levolor Level 2 Training August 2011 © 2010 Lowe’s Companies, inc. 4 Qualifying the Customer (10 minutes) Introduction Qualifying the customer involves understanding what customers find important and asking the right discovery questions. Importance By understanding what customers are looking for and asking the right discovery questions, associates are able to accurately make the assessment and better provide assistance. Important Attributes Facilitator’s Note: Ask the associates to reference p. 8 in their guides. Explain that the top attributes customers are looking for in window treatments are listed in this section. For each attribute, ask the group what that word means to them in relation to window treatments. Confirm and supplement their answers by providing the information listed below that respective attribute. Give the associates time to write the information you are giving them. Directions: Please fill in the blanks with the definitions of each customer attribute. Value: Value is defined as the total benefits/ total cost. Levolor has an option for every consumer at every budget from our opening price point classic collections to our industry exclusive designer collections. Durability: Levolor, founded in 1914, is the most recognized name in Window Treatments and is synonymous with quality and innovation. Levolor proudly stands behind our quality product and will do everything it can to satisfy our customers and consumers. Ease (Installation and Maintenance): Levolor offers installation instructions online and with every order that are easy to use and understand for the DIY consumer, however it is always a great idea to take advantage of the measure and install program offered at the store to ensure accurate measurements and labor free installation for the customer. Levolor Level 2 Training August 2011 © 2010 Lowe’s Companies, inc. 5 Availability: Levolor is proud to partner with Lowe’s to provide an extensive, trend right, innovative product offering to the consumer to meet any window need. Light Control: Levolor offers both single operation shades (Accordia, Roman, Natural, Roller, Panel Track) in light filtering and room darkening fabrics and dual operation blinds (Vertical/Soft Vertical, Wood/FX, Metal, and Textured Blinds) that provide an adjustable range of light filtering to room darkening properties depending on the position of the blind. Privacy: Levolor offers a range of opacity levels (1-5 or Sheer to Opaque) to meet all privacy needs. This information is available on the back of all fabric swatches. Additionally Levolor offers various features such as top down/ bottom up operation that provides privacy while still allowing natural light into the room. Energy Efficiency: The Levolor Accordia program offers industry leading energy efficiency proven to save customers up to $180 annually on their energy bill based on your region; the most energy efficient shade on the market. Safety: As the pioneer of cordless operating technology, Levolor cordless products provide enhanced safety for children and pets. Levolor has an industry leading cordless offering available on: Accordia Shades, Roman Shades, Mark 1 Metal Blinds, Real Wood Blinds, Vertical blinds with auto wand and exclusively on Natural Shades Fashion/Design: Levolor offers industry leading coordination with exclusive trend right fabrics and finishes. For example, with over 214 fabric and color choices, the Accordia program is a shade more fashionable. Also, Levolor received the WCMA award for our "Best Enhanced Style Concept" for our custom wood and faux wood program Levolor Level 2 Training August 2011 © 2010 Lowe’s Companies, inc. 6 Discovery Questions Facilitator’s Note: Ask the group to reference p. 9 in their guides. Repeat to the group that making the assessment involves asking the right discovery questions. Ask them to share some of the discovery questions they use with customers. After each question, discuss how different answers can impact what window treatment will best serve the customer. This portion of the training is intended to bring about a group discussion. If the group is timid to speak up, ask an experienced associate to share with the group. If any of the three questions below are not mentioned, provide them to the group and make sure they write them down. Directions: Review the below Discovery questions, and build upon this list to qualify customers and make the assessment: What project or room are you shopping for today? What size/shape of window will you be covering? What colors or finishes are you trying to coordinate your window treatments with in your home? Levolor Level 2 Training August 2011 © 2010 Lowe’s Companies, inc. 7 Levolor Perceptions, Verticals, and Textured Blinds (50 minutes) Introduction Levolor’s new Perceptions Room Darkening Sheers, Verticals, and Textured Blinds will be reviewed. Importance The product knowledge covered in this section will allow associates to provide assistance and ensure add on sales related to larger windows and patio doors Consumer Research Facilitator’s Note: Ask the group to reference p. 10 in their guides. During any fill in the blank portion of the training, periodically ask the group to guess what the answer is before you give it to them. This works best on blanks filled with numerical data (i.e. “third” or “80”) or answers the attendees should have familiarity with (i.e. “Accordia” or “Backstacker”.) After each consumer insight, explain why it is important. Filling in the blanks below will give associates more insight into what customers purchasing verticals and soft verticals are looking for: The Vertical and Soft Vertical categories make up the third largest category of custom blinds and shades. (Woods 1st, Cellular 2nd) 80 % of vertical sales are at or above 76 inches wide When shopping for vertical blinds, customers expect fashion and function Levolor introduces a program in which 75 % of the finishes and options are new Coordination Story Facilitator’s Note: Use the book during this portion to show how easy it is to discover the product group that coordinates with each Vertical or Soft Vertical collection. Point out the icons in the front of the book and where they can be found throughout. Levolor Level 2 Training August 2011 © 2010 Lowe’s Companies, inc. 8 Perfect match means that not only are the colors the same, but the material used is also the same. For example, the Translucence line in Perceptions uses the same material as the Translucence line in the Accordia cellular collection. Color coordination means that the same color has been used on two different materials. Whisper, for instance, can be found in the following five categories: Verticals, Perceptions, Accordia, Romans, and Woods (twill tapes). 3 Step Process Levolor Perceptions and Verticals are sold using an easy 3 Step Process: Step 1: Choose your texture Step 2: Choose your color Step 3: Choose your options and upgrades Fabrics and Finishes Facilitator’s Note: When going through each of the fabrics and finishes, show the attendees the corresponding sections of the book. Also use your hand samples to explain the difference between a Fabric, Natural, and Faux texture. Ask a couple of the attendees which style they like best. Fabric Textures have been designed with the look and feel of elegant draperies. Natural Textures is a collection of organic-inspired designs. This collection coordinates directly with Levolor’s Visions Faux Wood Blinds and Natural Shades collections. Faux Textures was created to blend with textured wall and faux paint finishes. This collection coordinates with the following most popular wall effects and paint techniques: plastering, stucco, stenciling, and sponging. Levolor Level 2 Training August 2011 © 2010 Lowe’s Companies, inc. 9 Options and Upgrades Facilitator’s Note: When covering all options and upgrades, highlight any that are shown on your hand samples. Also point out in the book where you can find pictures and/or descriptions of each specific option and upgrade. When discussing options and upgrades, focus on the benefit and not just the feature. After each option or upgrade feature you mention, ask the group how it may benefit the customer. Consumers may choose between a cordless wand or a cord & chain to control the blind. Cordless wand is the standard control setting. Wands are available in two styles (Transitional and Traditional) and four colors (Bronze , Satin Nickel , White , and Off White) Consumers may choose from Left Stack, Right Stack, or Dual Stack free of charge. Center Stack, where all of the vanes come into the middle of the blind or shade, would be an upgrade. The Levolor exclusive Backstacker upgrade allows vanes to slide easily across the headrail and stack neatly on the outside edge of the window. Perceptions valance options: o Channel (Standard) Valance – simple, clean, and color coordinated to the fabric color. Comes included in the price o Fabric Valance – first upgrade. Provides a softer look with fabric laminated to a stiff channel. o Estate Valance – a wood pole which has been split in half. Provides a dramatic, drapery style valance. Available with both an End Cap or a Ball Finial Vertical valance options: o Designline Valance – color coordinated to the vanes. Ships with every order and comes included in the price o Transitional or Traditional Valance – upgrade that offers a grander, crown molding inspired look. Color coordinated to the vanes with a decorative trim. o Visions Valance – upgrade that lends itself to a Wood blind inspired finish. Available in eight wood tone finishes. Continued on next page Levolor Level 2 Training August 2011 © 2010 Lowe’s Companies, inc. 10 Levolor Perceptions, Verticals, and Textured Blinds, Continued Textured Blinds Facilitator’s Note: Ask the group to reference p. 13 in their guides. Explain that the Levolor Textured Blinds program is found in the same book as the Perceptions and Verticals. Levolor’s Textured Blinds program is meant to be a perfect match and compliment to the Verticals program. Collections in both Vertical and Textured blinds o Grass Cloth in six colors o Grass Weave in six colors o Leather in seven colors o Plaza in seven colors o Stencil in five colors o Tactics in six colors Constructed similar to a wood blind, Levolor Textured Blinds are available in a 2 ½” slat size. The texturing provides a richer more elegant look. Comes standard with a cord tilt and a Designline valance. Consumers can choose to upgrade to the Transitional or Traditional valance for a grander, crown molding inspired look. Coordination with other categories Facilitator’s Note: For this exercise, give the Vertical book to a different attendee for each one of the product groups listed below. Ask them to use the product icons in the book to identify every page number where they find a collection that coordinates with the product group you assigned them. Once they have finished, confirm or supplement their answer with the information below. Find a Levolor Perceptions or Vertical collection and page number that coordinates with: Accordia -3, 4, 5, 6, 9, 11, 12, 13, Woods – 16 Romans – 6, 9, Naturals – 15 Levolor Level 2 Training August 2011 © 2010 Lowe’s Companies, inc. 11 Key Takeaways Regarding Levolor’s Perceptions, Vertical, and Textured Blinds collection, remember: Fashionable – Over 200 colors and patterns. Choose from Fabric Textures (from Linen to Silk), Natural Textures (inspired by Bamboo, Leather, and Wood), or Faux Textures (featuring plastering, stucco, stenciling, and sponging.) Functional – Room Darkening collections help block out light for maximum privacy, while Light Filtering collections help soften incoming light and provide protection from direct sunlight. Options such as cordless wand control provide the ultimate in functionality. Coordinated – Wide assortment of textures and colors that coordinate with other Levolor window treatments and your home décor (from wall colors, to flooring, to soft furnishings. Levolor Level 2 Training August 2011 © 2010 Lowe’s Companies, inc. 12 Levolor Accordia Energy Efficiency (10 minutes) Introduction Levolor Accordia Shades provide the most energy efficient window treatment on the market Importance Consumers are educating themselves on the benefits of energy efficient window treatments. Having accurate and insightful information will help provide assistance and close sales with valuable add on options. Climate specific energy options Levolor has partnered with the Department of Energy to determine the most energy efficient options for each US region. Match the Levolor Accordia product with the region of the country it benefits the most: Sheer Efficiency, Transformations (with Sheer Efficiency & Room Darkening), or Room Darkening Northern Climate – Sheer Efficiency Central Climate - Transformations Southern Climate – Room Darkening Energy Efficient Impact If Levolor Accordia Sheer Efficiency were put in every residential window in the US, then we would save: $6.5 Billion in Energy Bills 12% of the power produced by coal fired power plants in the US 6% of the total power produced in the US Energy equal to 29 million tons of coal Energy equal to 6 billion gallons of automotive gasoline Energy equal to 135,000 barrels of oil Levolor Level 2 Training August 2011 © 2010 Lowe’s Companies, inc. 13 Discover the Difference/ Product Coordination (20 minutes) Introduction Lowe’s gives consumers the opportunity to purchase all of their products at one location when renovating their homes. Importance Consumers want the elements of their home to coordinate. Levolor coordinates with other popular products found in Lowe’s neighboring departments. Consumer Purchasing Process Facilitator’s Note: Ask the group to reference p. 15 in their guides. After telling the class what the steps are in the consumer purchasing process, explain that a customer can get their needs met for each step at Lowe’s (furniture = cabinetry.) This makes coordinating with existing elements in the home extremely important when selling window treatments. Consumers typically renovate their home in the following order: Paint Flooring Furniture Window Treatments Paint Facilitator’s Note: Divide the class as evenly as possible into four groups. Give each group an Accordia book and the ten paint swatches. Have the groups go through the books and attempt to find which fabric color coordinates best with the paint color on each one of their swatches. After every group has finished, go through each one listed below and make sure everyone captures the right answer on their Participant’s Guide. Encourage them to keep this list behind the paint desk going forward to help transition customers from a paint purchase to a window treatments purchase. Directions: Levolor Accordia shades offer colors that coordinate with or complement Valspar paint colors in the following combinations (Valspar on the left): Use the Valspar paint swatches to discover which Accordia shade fabrics coordinate with the paint color. Levolor Level 2 Training August 2011 © 2010 Lowe’s Companies, inc. 14 Porcelain Shale/Sable Evening – Slate Royal Garnet – Sangria or Merlot Woodlawn Silver brook – Sterling Clove Bud – Terra Cotta Wooden Wagon – Toffee or Mocha Coconut Milk – Sand or Cream Gaucho – Everglade Lovely Bluff – Cream or Candlelight Quebec Calm – Petal Winter Amethyst/Rapture – Lavender Cabinets and Flooring Facilitator’s Note: Simply provide the group with the answer in the blank. Levolor Wood Blinds coordinate with or compliment Kraftmaid Cabinetry as well as Bruce and Pergo Flooring colors in the following combinations: Kraftmaid Wickstrom Maple/Toffee – Premium Wood Golden Oak Kraftmaid Lawton Birch/Chestnut – Premium Wood Cheyenne Red Kraftmaid Willowbrook Maple/Dove White – Premium Wood Pure White Bruce Hardwood/Bladensburg Plank/Oak Honey – Estate Oak Pergo/Cordovan Oak – NuWood Honey Maple Pergo/Butterscotch – NuWood Colonial Pine Pergo/Lynhurst Maple – NuWood Chestnut Levolor Level 2 Training August 2011 © 2010 Lowe’s Companies, inc. 15 Use Your Clues Activity (15 minutes) Introduction This activity focuses on how to qualify a consumer and coordinate window treatments Importance The exercise builds skills necessary to make assessments, provide assistance, and ensure add on sales. Consumer Profile Facilitator’s Note: Ask the group to reference p. 17 in their guides. For this activity, you will provide the class with a consumer profile and they will have to use those clues to solve the mystery of what the customer needs. They will need to ask discovery questions to determine attributes discussed earlier such as what size/shape the window is, what the customer needs the treatment to provide, and what the customer would like the blind or shade to coordinate with. Once the class has uncovered the key bulleted items below, write them on the white board. When you are positive the group fully understands the profile, choose an attendee to solve the mystery. In order to show a good example, answer the first one yourself for the group. Use the information provided to determine what window treatment best meets the consumer’s needs. Profile: Consumer has 8 windows in living room and dining room 7 of the 8 windows are 31” x 64”. Consumer is looking for shades that provide energy efficiency and enhanced safety for her two kids. The 8th window is 78” x 64” and the consumer is looking for a window treatment that is functionally appropriate, and coordinates with the other 7 windows. Answer: Suggest any of the Levolor Perceptions or any Levolor Verticals in the Fabric Textures section for the sliding glass door. Also suggest the Autowand control for enhanced safety. For the other seven windows, suggest Accordia cellular shades. Reference the Perception or Vertical color chosen by the customer and select the coordinating fabric and/or color in Accordia. Lastly, suggest a cordless operation on the Accordia shades for enhanced safety. Levolor Level 2 Training August 2011 © 2010 Lowe’s Companies, inc. 16 Profile: Consumer has just purchased hardwood floors for living area, and cabinets for the kitchen He has 4 windows in the living room, all 31 x 64” Consumer is looking for coordinating window treatments with the Bruce Hardwood, Bladensburg Plank/Oak Honey flooring recently purchased In kitchen he has 2 windows, both 23” x 48” and is looking for coordination with Kraftmaid Willowbrook Maple/Dove White cabinetry Answer: Suggest Levolor Wood blinds for all of his windows. For the four windows in the living area, the customer should choose the Estate Oak finish. For the two windows in the kitchen, the NuWood blinds in the Pure White color would coordinate very well with his cabinets and stand up to moisture. Profile: Consumer recently purchased a can of Valspar paint to create an accent wall in dining room She purchased Royal Garnet, and mentioned wanting to update 2 shades in dining room with coordinating color The windows are 31” x 64”, and she is interested in light filtering shades Consumer also has a large window, 113” x 64” in living room She is looking for light filtration during the day, and privacy at night and would like this window treatment to coordinate with the 2 treatments in the dining room Answer: For the two dining room windows, offer her the Sangria color in the Translucence fabric of the Levolor Accordia collection. In order to dress her large living room window the way she would like, offer Levolor Perceptions in the Translucence fabric and Sangria color for a perfect match. Break (15 minutes) – It is absolute that you give the class a 15 minute break at this point in the training. Stress to the class that they need to be back in their seats and ready to begin learning again in exactly 15 minutes. Levolor Level 2 Training August 2011 © 2010 Lowe’s Companies, inc. 17 Levolor Custom Size Now Training CSN Sales Review (5 Minutes) CSN CBC Program (10 Minutes) Facilitator’s Note: Prior to the Level 2 Class, during set up, write the CSN YTD Sales Data for every store in attendance on the white board. Include your territory CSN YTD sales percentage on the white board Take time to review CSN Sales YTD for each store in the Lowe’s District Recognize stores that are performing positively and above territory trend YTD. Also recognize stores that have opportunity for growth in the CSN business. ______________________________________________________________ Facilitator’s Note: Review the NEW Levolor CSN CBC Program with all attendees. Ask associates to refer to p.18 in their Participant’s Guide and fill in all blanks. Buy More, Save More (White Faux Wood ONLY) Lead Time Estimates – o 50 – 250 Units = Ships in 3-5 Business Days from order receipt o 250 – 499 Units = Ships in 5-7 Business Days from order receipt o 500+ = Call Levolor Customer Service for lead time estimate Levolor Level 2 Training August 2011 © 2010 Lowe’s Companies, inc. 18 Ordered through M20 Catalog – Benefits to Associates and Contractors – o ASSOCIATES EARN SOS COMMISSION! (please see SOS certification and basic commission program for details – If asked the question, Associates receive 2% commission from this program) o Levolor will size the entire order for Customer at plant o All Blinds will be shipped and labeled as per your request o Orders can ship to store OR directly to the customer’s job site. _____________________________________________________________ CSN/SOS Product Coordination (15 Minutes) Facilitator’s Note: Review the below as an introduction to the CSN/SOS product coordination portion of the training. Levolor is the only Manufacturer to offer color coordination throughout an extensive stock and special order program. This is a benefit to consumers who want to incorporate a blend of SOS window treatments while saving money on rooms/windows that can accommodate CSN products. Levolor recently increased the CSN product offering, adding new colors, finishes, and products to help build the product coordination from CSN to Levolor SOS. Facilitator’s Note: Ask the attendees to reference p.19 in their Participant’s Guide and match the CSN products to the photo of the Levolor SOS book it coordinates with. Levolor Level 2 Training August 2011 © 2010 Lowe’s Companies, inc. 19 CSN Faux Wood – White, Dover, Pecan, Honey Pine, Walnut CSN Real Wood – Rustic Oak CSN Aluminum - White CSN Cordless Cellular – Light Filtering – Snow, Sand, Toffee CSN Vertical Vanes – Pecan, Honey Pine, Walnut, Sierra Snow Facilitator’s Note: After attendees have matched the categories which Levolor’s CSN products coordinate with, it is important to review which COLLECTIONS and colors within each category actually coordinate. Accordia Shades: Classic Collection, Colors Snow, Sand, and Toffee Faux Wood Blinds: Visions Faux Wood Price Group 1 – White, Dover. Visions Faux Wood Price Group 2 – Pecan, Honey Pine, and Walnut. Real Wood Blinds: Estate Collection – Oak. Vertical Blinds: Visions Collection – Pecan, Honey Pine, and Walnut. Ivy Collection – Whisper. Metal Blinds: Riviera One Collection – White ______________________________________________________________ Discover the Difference Facilitator’s Note: Use the below information to convey to associates the reasons why LOWE’S wins with the Levolor Custom Size Now program, versus their number one competitor in the marketplace – The Home Depot. Home Depot has recently launched a new stock program called the Home Decorator’s Collection. The below is a fill in the blank on the Participant’s Guide – reference p.20-21. Levolor Level 2 Training August 2011 © 2010 Lowe’s Companies, inc. 20 # of Brands in Aisle # of Categories Category Coordination? Headrail Construction Finish Options # of Colors Vinyl Blinds Metal/Aluminum Blinds Vertical Blinds Natural Woven Wood Levolor Level 2 Training Lowe’s: Levolor CSN Competitor THD: 1 – Levolor, the most recognized brand name to the customer Seven Product Categories: All Sized for Free, in Store Yes – 3 CSN Categories coordinate (Wood, Faux, and Vertical), and 5 SOS Categories coordinate with CSN products. Real and Faux Wood Aluminum Headrail – more durable, and easy to install 8 Real and Faux Wood finish options in stock Cordless Cellular Shades 3 or 4* color offerings in Light Filtering and Room Darkening Fabrics *depending on RDC S-Curve slat shape, Lightmaster feature, Aluminum headrail, Colors – White and Alabaster 6 gauge slat, Dustguard feature, Lightmaster feature, Color – White 19 trend right Vertical Vane finishes, Reversible headrail, 13 vanes per pack Five trend right finish options (2 with privacy liners) Can be sized to customer width in 5 brands August 2011 © 2010 Lowe’s Companies, inc. Six products, not all of which can be sized NA Home Decorator’s Collection - Plastic Headrail HDC - 5 Real and Faux Wood finish options 3 color offerings C-curve slat shape, include route holes, plastic headrail, colors – White and Alabaster 4 gauge slat, include route holes color – White and Alabaster 7 Vane Finishes, 9 vanes per pack Five finish options (1 with privacy liner), Cannot be sized in store 21 Number of Machines Warranty store 1 Blind Cutting Machine Limited Lifetime Warranty 3 Blind Cutting Machines “Limited Warranty – Contact Customer Service for further information” Key Takeaways Please review the following Key Takeaways after walking the class through Discover the Difference: 1. Associates only have to learn ONE consistent brand in the stock aisle, and how to size LEVOLOR blinds and shades on ONE machine. 2. Levolor CSN offers more color and finish options than Home Depot’s in stock product. 3. Lowe’s associates can offer a wide variety of product coordination throughout the Levolor CSN and SOS product categories! “Use You Clues Activity” (15 Minutes) Facilitator’s Note: Use the Consumer Profile to guide the exercise, however be flexible with the solution given by attendees. The goal of this activity is to build associate competence in qualifying the consumer and suggesting the best window solutions. Give the class the Application listed below, and encourage associates to ask questions to discover the window dimensions, layout needs, and color scheme. Let associates discover the needed CSN Window Solution. Ask associates to refer to p.22 in their Participant’s Guides to take notes. Use the below first scenario as an example for the class to demonstrate the exercise. Ask and associate to volunteer as the Consumer, and you play the Lowe’s Associate to show what a good job looks like. SOS/CSN Coordination: (Shown as an example in Participant’s Guide) Application: First Floor Kitchen and Family Room, open layout. Window Dimensions: 6 Total Windows, 1 Sliding Door (78”W x 84”L) and 3 Windows in Family Room (74”W x 72”L), 2 Smaller Windows in Kitchen (36”W x 64”L). Color Scheme: Customer used Dark Wood Tones for Kitchen Cabinets and Family Room Furniture Suggested CSN/SOS Products: CSN Walnut or Pecan Vertical Blinds for Sliding Door, CSN Walnut or Pecan Faux Wood Blinds for the 2 windows in Kitchen, SOS Visions Faux Wood for the 3 windows in Family Room. Levolor Level 2 Training August 2011 © 2010 Lowe’s Companies, inc. 22 CSN Cordless Cellular Scenario: Application: Whole House Install – 12 Windows Window Dimensions: All windows range from 27”W 70”W x 72”L Home Layout Needs: Customer wants Light Filtering Shade in Downstairs rooms, but Room Darkening Shades in upstairs bedrooms Color Scheme: Natural Earth Tones in downstairs rooms to coordinate with existing décor. Neutral Color in all upstairs bedrooms to coordinate with various room décor. Suggested CSN Products: CSN Light Filtering Cordless Cellular Shades in downstairs rooms – color Sand or Toffee. CSN Room Darkening Cordless Cellular Shades in upstairs bedrooms – color Snow. CSN Multi Product Coordination: Application: Bottom Floor Dining Room and Bedroom – 5 windows Window Dimensions: Window sizes vary from 19”W 42”W x 60”L Home Layout Needs: Distressed wood flooring in Dining Room needs to coordinate with 2” blind product, also needs shades with privacy liner in Guest Bedroom. Color Scheme: Rustic/Antique Décor. Suggested CSN Products: CSN 2” Real Wood – colors Rustic Oak or Honey Oak finish. CSN Woven Woods with Privacy Line – colors Cinnamon Bamboo or Natural Bamboo. CSN CBC Scenario: Application: Contractor is trying to cover 75 windows in a new High School in area. Window Dimensions: All windows are the same size, 42”W x 64”L School Layout Needs: School needs a 2” product that can provide Cleanability, Durability, Privacy and Light Control. Color Scheme: Must have a neutral street side appearance. Suggested CSN Products: CSN White Faux Wood entered through the CSN CBC Program in M2O ordering system = 5% discount to contractor. ______________________________________________________________ Levolor Level 2 Training August 2011 © 2010 Lowe’s Companies, inc. 23 Packaging Review – (10 Minutes) Facilitator’s Note: To promote safety in store, Lowe’s has asked us to review the following. Please have associates refer to p.23 in their Participant’s Guide. Using the end-cap product you brought into training room prior to class, demonstrate the proper way to remove End Cap packaging from shelving. Please see photo below for instruction. Also take this time to demonstrate how to properly re-tape End Cap packaging after cutting on the CSN Machine. Take this opportunity to inform attendees that additional Blue Tape and Pre – Cut Labels are available for PSA’s to order through Spend Management. The proper way to remove End Cap packaging from the product bays is to support the bottom of the End Cap with one hand, then guide the rest of the product packaging in your second hand. Place in cart to move if possible. If no cart available, ensure bottom of End Cap is properly taped or supported. After cutting Wood/Faux Wood End Cap packing, please use the pictured taping method to provide proper support of packaging for consumer. If any CSN End Cap packaging in bay is opening, please use pictured taping technique to secure in bay. Ordering Blue Tape and PreCut Labels Facilitator’s Note: Please review with the class how to order additional Levolor Blue Tape and Yellow Pre-Cut Labels. Ask the below questions to the class: How can Levolor Blue Tape and Yellow Pre-Cut Labels be ordered? Through Lowe’s Net – in the Spend Management System In each Lowe’s store, who has access to this system for ordering purposes? The PSA Department Manager, or the Front End ASM What are the product codes? o Levolor Blue Tape – 91008 o Yellow Pre-Cut Labels – 91007 Levolor Level 2 Training August 2011 © 2010 Lowe’s Companies, inc. 24 Facilitator’s Note: Ask Associates to review the “Summary” portion shown on p. 24 of the Participant’s Guide. Have associates List the “Top 3 Concepts” they will take back to the sales floor after the Level 2 Course, and notate on p. 25 of their Participant’s Guide. Inform associates that in one week there will be a survey posted on Lowe’s.Net to inquire of their Level 2 experience – associates will receive notice when it is active online. This survey will be posted for 2 weeks. Please encourage associates to participate in this online survey, as Levolor values their feedback and takes their opinions seriously! _________________________________________________________ Wrap Up/ Ask for it! (5 Minutes) Facilitator’s Note: Take the last 5 minutes to Wrap up your class, and ASK FOR the SOS/CSN business! For examples of ways to “Ask For It”, please see below. Please pull the NEW Levolor Vertical, Soft Vertical, and Textured Blinds Book FIRST when it becomes available and launches on September 15th!! Please sell Levolor CSN products CONFIDENTLY, knowing it is the highest quality in stock program in the industry! Please continue to support the Levolor CBC programs for all large unit orders with the SOS and CSN CBC offering! THANK YOU FOR YOUR PARTICIPATION AND CONTINUED SUPPORT OF THE LEVOLOR BRAND! _____________________________________________________________ Training Next Steps: Pass around Registration Sheet, and confirm that each associate has initialed attendance by their names. Ensure the HR Manager has a copy of the completed Registration Sheet. Keep a copy for your records. Track your 2 Day Level 2 Training in the Training Tracking system to take credit for your hard work, and to fulfill PMDP metrics for 2011. (Enter Date > Formal Training Type > SOS/CSN Product Type > list host store > type: “Level 2 Training, # of associates” in Comments Box) Use the photos taken throughout the training, insert into the Lowe’s Training Success Template, and track your sales growth 30, 60, 90 days post training efforts. Send to your Training Partner, Sales Manager, Team, and External partners at Lowe’. Post training, refer back to the Level 2 Master Training Schedule and insert the store numbers that attended. Levolor Level 2 Training August 2011 © 2010 Lowe’s Companies, inc. 25
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