Scripts

Question 1

HABITS of Leadership Selling

Answer 1

Physical and Mental Preparation
Introduction and Agenda
Discovery
Needs Analysis
Key Drivers
Company Story
Investment Guide and Killing Alternatives
Needs Fulfillment
Leadership Closing
Bonding with the Buy / Communication

Question 2

Door Knock & Introduction

Answer 2

“Bob? (Bob and Sue?) …Hi Bob, I’m ___________ with Jacuzzi Bath Remodel, thank you so much for inviting us to your home. (SMILE and shake hands). What did our office tell you we would be accomplishing today? (Response) Fantastic, sounds like I’m in the right spot! What we’ll do is get set up for today’s design appointment, find out what you’re looking to accomplish, and then go look at your project and see if we can do it. Where is a good place near the kitchen table so we can get started today?”

Question 3

Verify Customer File

Answer 3

“Let’s quickly verify your file and make sure we have your information down correctly.” Once you get to the comfortable spot, pull out your iPad and verify customer information.

Question 4

7 Step Design Process

Answer 4

“Thank you so much for having us out. We really appreciate it. What we found is that a lot of our customers wonder what is going to take 60-90 minutes, is that what you were thinking? Well, what we did for you is, put together a QUICK 7 step design process so you know exactly what to expect. This will help us stay on track and we can get through everything as quick as possible.”

Question 5

2 things & 7 steps

Answer 5

“The first step is to find out what you’re looking to accomplish. There are 2 things I’m good at…Helping customers, like yourselves, design beautiful (& safe) showers…and then helping them make those projects affordable. The better I can understand what you’re looking to accomplish and what’s important to you, the quicker and better I can guide us through to step 7. Your goal should be to get all your questions answered as we design a beautiful new system without wasting time on things that aren’t important to you. Sound good?”

Question 6

4 Cornerstones

Answer 6

“At Jacuzzi Bath Remodel, we have completed thousands and tens of thousands of home improvement projects. We survey all of our customers, and from feedback we know there are 4 cornerstones to any successful home improvement project.”

Question 7

4 Cornerstones: The Design

Answer 7

“First is the design. Does the design meet your expectations? Is it the right look, layout, and does it have the features you want?”

Question 8

4 Cornerstones: The Product

Answer 8

“Next is the product. Is it the right type of product to meet your needs? Will the product perform the way you need it to now and in the future?”

Question 9

4 Cornerstones: The Company

Answer 9

“Then the company. What type of company do you want to do business with? What type of company do you want to trust your home and your project?”

Question 10

4 Cornerstones: Affordability and Complete Commitment

Answer 10

“And lastly, affordability. After all, the price needs to work, agreed?”

“Does this look like what you are looking for too?”
“So, when we get the first three to line up and make it affordable, there shouldn’t be any
reason I wouldn’t be able to ask for your business TODAY, yes?”
(if they don’t say “yes” see below)
“Oh really, what makes you say that? _________ “Well, I’m just happy to be in the mix.”

Question 11

The BIG HIP

Answer 11

“What was the last big home improvement project (Big HIP) you did, doesn’t
need to be here at this home, but what is the last BIG one you did?”
1. How did it go for you?
2. What did you like about it?
3. What did you like best about them/product?
4. Did they offer any options other than cash?
5. When making that decision did you run it by anybody?
6. What did you think it was going to cost? I’m curious, how much did it cost?
7. There is always one little thing you would have changed. What would that
have been?

Question 12

Alternative Value Based Questioning Scenario

Answer 12

“One of my favorite questions that I like to ask my customers is “What is your definition of a successful project?” but I like to ask it like this… Let’s say that 2 years from now we bumped into each other in the grocery store, and you came up to me and said “Oh my gosh, I’m so glad Jacuzzi did our bathroom project for us. It went amazing!…What would have to happen for that conversation to go that way?”

Question 13

Discovery Wrap Up and Transition

Answer 13

“If Jacuzzi Bath Remodel was fortunate enough to earn your business, what instructions or special requests would you have for our installation crew to ensure the job goes smoothly?” (For example, I once had a customer that asked us to pay special attention make sure her little white dog didn’t escape out the front door.)

Transition: “I feel like I have a pretty good understanding so far of what you’re looking
to accomplish. Do you feel that way also? Let’s go together to look at your bathroom and see what we’re working with. Please show me the way.”

Question 14

Reward their Decision

Answer 14

“You’re smart for having us out here.” “Good for you.” You’re really smart for addressing this sooner than later.”

Question 15

Confirm Urgency

Answer 15

“Can we agree that keeping what you currently have and doing nothing is not an option?”

Question 16

Confirm “We can help”

Answer 16

“The good news is, this is definitely something we can help you with.”

Question 17

Tie Down/Transition

Answer 17

“Let’s go back to the table and take a look at some of your options.”

Question 18

Recap Findings

Answer 18

“When we first sat down, you told me that ______ &______ were going on in your
bathroom, and you’re right, that’s exactly what we found. But we also found _____ &
_______.”

Question 19

Establish what is important to the customer

Answer 19

“Before we get too far into looking at options, Let’s review your list and make sure its
correct. If I’m understanding you correctly, the 3 or 4 things that are most important to
you are:
1.
2.
3.
Do you feel we should add anything?”

Question 20

Great Value

Answer 20

“Mr. & Mrs. Jones, do you mind if I make a recommendation on your list? I
meet with hundreds of homeowners a year. Almost all of them tell me that price will
factor in somehow. Is this true with you too? But, it doesn’t seem like you are just
looking for the cheapest thing on the market. It seems to me like you are looking to
accomplish what’s important to you, but to get it in at a great value…is this correct? Do
you mind if we add Great Value to your list?”

Question 21

Key Drivers Transition

Answer 21

“So, some of these the things that are important to you have nothing to do with the product or design but are all about choosing the right company. The company you choose matters right? So, what do you know about Jacuzzi?”

Question 22

Company Commitment

Answer 22

Mr. and Mrs. Jones, knowing what you know now, would you trust your home to Jacuzzi
bath and shower remodel?

Question 23

Sample “Kill” Script

Answer 23

“Mr. and Mrs. Jones, what do you know about ________(tile)? Have you ever had tile
before? Do you know what grout is made of? Grout is 70% sand. Have you ever seen
sand at the beach when water hits it? It absorbs the water, doesn’t it? Have you ever
scrubbed tile and grout? What do you have to use to do it? Can you imagine cleaning
275 feet (almost a football field) of grout with a toothbrush? And what do you think
happens to your walls when water soaks through? That’s right…once moisture gets
behind there, your system has been compromised! Can you imagine falling in a tile
shower and hitting your head? Is tile slick and slippery? Where would you put grab bars
on tile?”

Question 24

Close the Doors

Answer 24

“Knowing what you know now, and seeing how (tile) only accomplishes one thing that’s
important to you, would you consider spending your money on tile to be a good value?
So, is (tile) something you would consider for your project?” “At any cost?”

Question 25

Transition

Answer 25

“We at Jacuzzi Bath Remodel thought, “There has to be a better way!” We
feel that if homeowners are going to be investing their hard earned $$ into a project,
they deserve better. You’re going to love our products and seeing how they are the
best fit to accomplish everything on your list. Best of all, we should be able to get your
new bath system at a price point you’ll love. Let me go out to my car quick and grab
some samples.”

Question 26

Design Commitment

Answer 26

“Here is what we have designed. Do you love it”

Question 27

Pre-Closing: Confirm 1 Design

Answer 27

“Is this bath/shower system definitely the right one for you? Is there
anything you would change about it, or if your new shower was already installed would
you be absolutely pleased?”

Question 28

Confirm TTAIT List:

Answer 28

“Bob & Sue, let’s make sure we designed the right solution for your
list…”

Question 29

Other Than Price

Answer 29

“So, putting final numbers aside, or in other words “other than price”
have I answered all your questions about this project?
(YES)
“It looks like we are ready for step 5. Before we get into numbers, I have a quick
customer experience survey that I mentioned earlier. We truly value customer feedback
and would love to get your opinion on a few things.” (“In fact, for your participation I can
offer you an additional savings, too.”)

Question 30

Survey

Answer 30

Take the Customer Experience Survey with your customer then ask:
“So, considering how you feel about the project, is it safe to say that the only thing
standing in your way of moving forward with this project today is making it affordable?”

Question 31

Rebuilding Value

Answer 31

Review the “Jacuzzi Way”:
“All right, I have your numbers all set to for you. But first, let’s make sure we all know
exactly what they represent. Your numbers are for this beautiful new shower (show
design chosen) and installing it in what I would refer to as “The Jacuzzi Way” (review
“Jacuzzi Way” sheet). Does all of this sound like the right project for you?”

Question 32

Price Presentation Outline

Answer 32

• Jacuzzi’s 1yr guaranteed price
  o locked in for a year
  o the actual value of their new system
  o doesn’t factor in any available savings
• Discuss and apply savings
  o Discuss any promotions the customer has
• Paths to purchase
• “Which one of these works best for you?”

Question 33

Price Presentation: Jacuzzi’s 1 Yr. Price:

Answer 33

“This is what your new shower is valued at, and it’s coming in at only $000 a month” (pause)

Question 34

Price Presentation: Discuss and Apply Savings

Answer 34

“Like I mentioned earlier, there are 2 things I’m good at. Let’s work on that 2nd one and make this project affordable for you.”
“What savings or discounts do you already have that you’d like to apply to your project?”
“Wow! It looks like we are saving you almost $0000 on this project. Let me apply those
savings and run a few scenarios. Let’s see just how affordable we can make it.”

Question 35

Price Presentation: Paths to Purchase:

Answer 35

“There are a lot of different programs that we can use to help our customers, but the vast majority use one of these 2…”

2 Easy: “This one is our 2-Easy program. Believe it or not, there are still a lot of
customers that prefer to pay cash. For that program, it would be only $0000 down to
get the project started, and that can be done by cash, check, or credit card. Then, the
other 50% is reserved for final completion.”

Easy monthly: “More commonly, our customers will choose one of our easy monthly
programs. Usually, people appreciate putting down at least 10%, so for your project
that would be only $0000. Then your new monthly would be only $000.”

“Which one of these works best for you?”

Question 36

Asking for Business

Answer 36

“Considering how much you love the shower, and knowing that we made it affordable,
don’t you feel like we should get started on your new shower? Let’s do it!”

Question 37

The 5 Steps to Overcoming Objections

Answer 37

1. Listen: “I can appreciate that…” Be patient! Do not interrupt the customer when they
   are expressing their objection. If you interrupt an objection, it may make the objection
   stronger. Pause for 4-6 seconds.
   -Decide if this objection is Tangible or Intangible.
   -Intangible: Make Peace
   -Tangible: “I can appreciate that….”
2. Restate: “It sounds like…” Reword & Question. Use your own words to reframe what
   they told you. Follow it up with a qualifying question or restate as a question. This
   shows you are seeking to understand their concern. Listen carefully to their response to
   make sure that they confirm you understand them correctly. Your understanding of their objection must be accurate. Continue to reword and question until the full objection is understood. “It sounds like…”

3.Confirm: “Is that the thing standing in your way from moving forward?” Once you
restate the objection, you must drill down and confirm that’s the true objection and not a surface or reflex objection. If yes, then you can start to deal with it. If no, go back to
listening mode. This may also be an opportunity to confirm it’s the only thing if this was
not done in step 2.

4. If-Enough: “If I can show you__________, would that be enough to help you with
   your decision-making process?” or “If I could __________, would I be able to earn your
   business today?”
5. Consensus: “Terrific, let’s work on that together.”