Carpet One Floor & Home
OnLine University Course Catalog
Contents Featured ....................................................................................................................................................... 2 Carpet One Floor & Home Brands and Merchandising .............................................................. 4 Certification ............................................................................................................................................... 10 Color, Design & Trends ........................................................................................................................... 11 Computer Program Training ................................................................................................................ 13 Installation .................................................................................................................................................. 14 Kirsch Window Treatments .................................................................................................................. 18 Managing Sales Performance ..............................................................................................................19 Product Knowledge .............................................................................................................................. 20 Professional Selling System ................................................................................................................ 33 Selling & Service Skills ........................................................................................................................... 35 WarmlyYours ............................................................................................................................................ 41
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FEATURED Welcome to your Carpet One OLU course catalog: a one stop shop where you will discover the plethora of courses and resources available to you. These courses are designed to develop the expertise and confidence needed to close more sales. Within the catalog, each training course is listed under their specific category along with a brief description of what you can expect. In addition, we offer other features that make accessing education and training easier. Take a look below to familiarize yourself with what they are and access them now!
FACEBOOK Did you know that your Carpet One University has their own Facebook page? Facebook is a valuable tool to create a group dialog and share best practices with your colleagues. Gain access by simply clicking the Facebook icon on the homepage of the OLU and join your fellow members in discussions, articles and more!
FLOORDETECTIVE From the home page of the University, you find the username and password as well as access the online FloorDetective resource. FloorDetective is your constant reference guide to the floor covering industry. It is a comprehensive diagnostic tool designed to assist flooring retailers, inspectors, claims analysts, regional sales reps, interior designers, builders and consumers, understand and more accurately identify complaints associated with flooring products. The detailed information from the FloorDetective can be cited when writing reports for claims, including manufacturing defects, installation issues maintenance complaints and normal usage characteristics. The information provided in this application has been created by top industry leaders and contains over four years of research. FloorDetective includes features such as hundreds of full color photos, descriptions of over 200 common floor covering issues, field and lab diagnostic tools, cited support for reports, and much more.
NEW AND ARCHIVED WEBINARS Live webinars are impactful interactive classes and without the worry of traveling. Recorded webinars let you review the webinar in case you missed the live session or you want to refresh your memory. On the OLU, you have access to both live and recorded webinars that cover a variety of topics for owners, managers, sales professionals and more! Simply click and watch!
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Access the OnLine University through FAmembers.net
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Click Course Catalog and then the W ebinars Category
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Enroll in the W ebinars Course (1st time only)
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Launch the appropriate module for the current or archived webinar
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FEATURED NEW HIRE QUIZ Did you just hire someone new? Are you new to the flooring industry? Take this hour long assessment that will help you discover your current knowledge and understand the training you need to excel in your new role. Upon completion, you will be presented with course references that point to courses you need to review. This quiz is approximately 100 questions.
TUESDAY MONTHLY TRAINING FOCUS Tuesdays are Training days every month! Our Monthly Training Focus series includes:
Tuesday Newsday: The first Tuesday of each month, your University team will preview the upcoming in-store promotions, the recommended reading for that month, and some tips on how to keep that month’s theme alive in all your customer interactions.
Tuesday Training: The second Tuesday of every month will feature a 15-minute webinar providing you with selling and service skills tied into the monthly theme. We’ll also provide a downloadable Ten-Minute Trainer, complete with leader’s guide and activity sheets, that can be used in your sales meeting.
Training Afterwords: The third Tuesday of every month will feature a Facebook Live video (also viewable as a recording), that will provide sales professionals with two or three training tips to help for applying the skills and ideas covered in the Tuesday Training webinar.
Facebook Follow-up: The fourth Tuesday of each month will bring you supplemental training tip videos to remind our sales professionals to keep applying their new skills.
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CARPET ONE FLOOR & HOME BRANDS AND MERCHANDISING BEAUTIFUL GUARANTEE Carpet One Floor & Home promises that you’ll love the way your new floor looks or we’ll replace it—FREE! This is The Beautiful Guarantee and in this course you will learn why it was developed and the benefits of the guarantee Presenting the Beautiful Guarantee In this module you will be introduced to the basic elements and design principles of interior design. In interior design you use elements and apply principles in order to create interesting, comfortable and beautiful spaces. How to File a Claim How and why your customer selects a certain home or room style can provide you with valuable insight into what is most important to her about her design project. As well as help you to make better suggestions regarding the most suitable flooring for her needs. This module introduces the main interior design styles and presents some common approaches customers take to selecting a home or room style. The Carpet One Floor & Home Story Pattern can create an illusion of texture. On the other hand, some textures, such as grained wood, create the look of a pattern. This module presents various approaches and uses for different patterns and textures.
BIGELOW The heritage, name recognition and trust delivered by the Bigelow brand, combined with exceptional styling, will make Bigelow carpet a customer favorite. Bigelow Prestige This collection is designed for the customer looking for fashion-forward, stylish flooring. Learn how to overcome objections and highlight the features and benefits of Bigelow Prestige. Bigelow STAINMASTER® When you combine the history of the Bigelow brand with STAINMASTER®, one of the most recognizable flooring brands, you’ve got built-in customer confidence. Learn more about this popular brand and its warranties.
CARPET ONE FLOOR & HOME STORY The Carpet One Floor & Home Story sets your store apart from other flooring retailers. It’s actually four individual stories – who Carpet One is, your store’s story, your own personal story, and the product story. Together, these stories communicate the strength and support of a national organization and the personal service of a locally owned and operated store. Telling the Carpet One Floor & Home story effectively throughout the sales process increases the value of the products and the service you offer and increases the customer’s trust and confidence in buying from you and your store.
CARPET ONE FLOOR & HOME BRANDS AND MERCHANDISING CARPET ONE LAMINATES: LAMINATE FOR LIFE & INVINCIBLE
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The Carpet One Floor & Home laminate offering features two distinct brands of laminate – Laminate for Life and Invincible Laminate. Similar to our other hard surface collections, the Invincible Laminate brand features top performance in an all Titanium warranted collection. This course summarizes both of these collections and will prepare you to sell these laminate brands to your customers.
EARTHSCAPES Earthscapes vinyl flooring is an exclusive brand of CCA Global Partners. Earthscapes has led the industry in enriching the design of vinyl flooring and improving the performance characteristics of these floors to enhance their overall durability and ease of maintenance. The modules within the Earthscapes course will increase your understanding of the brand, the manufacturing process, selling approach, and the unique installation requirements of these products. The Earthscapes Brand Earthscapes vinyl flooring is an exclusive brand to Carpet One Floor & Home. Your improved understanding of the Earthscapes brand, and the aesthetic and performance features that these products are known for, will make it easier for you to align the brand’s features with your customers’ needs. Selling the Earthscapes Brand The more you know about Earthscapes vinyl flooring, the easier it will be to present and explain the benefits of these products to your customers. Building customer trust by learning about her needs and recommending the best Earthscapes floor that will meet these needs will help you to close more sales and earn more referrals. Installing Earthscapes The unique construction of Earthscapes makes the installation of these floors easier and faster than conventional vinyl sheet flooring. Your improved understanding of these installation requirements will help you to better communicate with your installer about the process and advise your customers about what to expect when they have these floors installed.
EVERGUARD Understanding the EverGuard Program The unique construction of Earthscapes makes the installation of these floors easier and faster than conventional vinyl sheet flooring. Your improved understanding of these installation requirements will help you to better communicate with your installer about the process and advise your customers about what to expect when they have these floors installed.
CARPET ONE FLOOR & HOME BRANDS AND MERCHANDISING GREEN SELECT The Green Select Program is CCA Global Partners company-wide initiative geared towards leveraging our power as a group so we can make a significant positive impact on the environment. Your ability to understand the motivating factors behind the consumer trend to “buy green” and identify consumers who are likely to be interested in “green” products will give you an edge over the competition.
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The Green Movement Consumer purchases of green or sustainable products are not just motivated by the products themselves, but by the values they represent. For some consumers, these values become a way of life and "green" is key in every buying decision they make. For other customers, it is the good feeling they get by making an environmentally conscience choice and when given the option, they often choose to buy green. The CCA Global Partners Green Select Program This module presents the Green Select Program initiatives, product criteria for being labeled Green Select, and the steps that your showroom can take to become "green."
HEALTHIER LIVING INSTALLATION The Healthier Living Installation System represents a revolutionary change in carpet installation. For the first time in 60 years the fundamental process of installation is changing, providing a healthier option for your customers. Available only at the 1,000 Carpet One Floor & Home stores, this system was developed as a result of rigorous testing with consumer groups. Telling the Healthier Living Installation Story Telling the HLI Story has been created to provide you with best practices for sharing this important component of your Carpet One Floor & Home story. The Healthier Living Installation should be a part of every conversation you have with every customer who walks into your showroom. Overcoming Healthier Living Installation Objections This module will provide you with tips for overcoming objections you may hear on the sales floor in regards to the Healthier Living Installation.
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CARPET ONE FLOOR & HOME BRANDS AND MERCHANDISING INNOVIA™ XTREME CLEAN/INNOVIA TOUCH™ XTREME CLEAN The INNOVIA™ XTREME CLEAN and INNOVIA™ TOUCH XTREME CLEAN collections are a fusion of natural based fibers and cutting edge technology, resulting in a tough yet soft carpet that cleans up any spill with just plain water. This collection is designed to be PERMANENTLY STAIN FREE, PERMANENTLY PET FRIENDLY and PERMANENTLY EASY TO CLEAN.
INVINCIBLE HARDWOOD Carpet One Floor & Home’s performance hardwood collection, Invincible™ offers a broad array of colors within a variety of species. This high-performance collection of beautiful and long- lasting hardwood floors features a 50-year warranty. In addition, all Invincible floors are made in the USA with wood from managed growth forests ensuring your customer that she is getting a responsibly manufactured product that will last.
INVINCIBLE LUXURY VINYL TILE COLLECTION Invincible Luxury Vinyl Tile, produced exclusively by IVC for CCA members, is the premier LVT Collection. In this course, you will be introduced to the features and benefits of this state-of-the-art product line, featuring the thickest wear layer in the industry, so you are able to educate your customers thoroughly. Invincible Luxury Vinyl Tile Collection Invincible Luxury Vinyl Tile is one of the most durable and easy to install vinyl floors ever produced. The unique click system, stunning visuals, comfort and quiet underfoot, along with a Life of the Floor warranty is sure to catch the attention of customers who may not have considered vinyl in the past. Installing Invincible Luxury Vinyl Tile The simple click system of Invincible LVT makes the installation of these floors easier and faster than most other types of flooring. This module presents the features of the Unilin click system, steps for preparing for the installation, and the steps for both plank and tile installations.
INVINCIBLE H20 Carpet One Floor & Home’s Enhanced Vinyl Plank collection, Invincible H20 looks and feels like real tile and wood and makes a great floor choice – especially for kitchens and bathrooms. Invincible H2O is impervious to water with a unique locking system that locks out leaks. This module will provide you with all the tools you need to educate your customer on the features and benefits of Invincible H2O
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CARPET ONE FLOOR & HOME BRANDS AND MERCHANDISING LEES® STUDIO 1846 The INNOVIA™ XTREME CLEAN and INNOVIA™ TOUCH XTREME CLEAN collections are a fusion of natural based fibers and cutting edge technology, resulting in a tough yet soft carpet that cleans up any spill with just plain water. This collection is designed to be PERMANENTLY STAIN FREE, PERMANENTLY PET FRIENDLY and PERMANENTLY EASY TO CLEAN.
RELAX, IT’S…LEES® Carpet One Floor & Home’s performance hardwood collection, Invincible™ offers a broad array of colors within a variety of species. This high-performance collection of beautiful and long- lasting hardwood floors features a 50-year warranty. In addition, all Invincible floors are made in the USA with wood from managed growth forests ensuring your customer that she is getting a responsibly manufactured product that will last.
RESISTA™ REFRESH Invincible Luxury Vinyl Tile, produced exclusively by IVC for CCA members, is the premier LVT Collection. In this course, you will be introduced to the features and benefits of this state-of-the-art product line, featuring the thickest wear layer in the industry, so you are able to educate your customers thoroughly.
RESISTA™ SOFTSTYLE Invincible Luxury Vinyl Tile, produced exclusively by IVC for CCA members, is the premier LVT Collection. In this course, you will be introduced to the features and benefits of this state-of-the-art product line, featuring the thickest wear layer in the industry, so you are able to educate your customers thoroughly.
RUSTIC RIVER HARDWOOD Invincible Luxury Vinyl Tile, produced exclusively by IVC for CCA members, is the premier LVT Collection. In this course, you will be introduced to the features and benefits of this state-of-the-art product line, featuring the thickest wear layer in the industry, so you are able to educate your customers thoroughly.
SELECTAFLOOR CARPET Invincible Luxury Vinyl Tile, produced exclusively by IVC for CCA members, is the premier LVT Collection. In this course, you will be introduced to the features and benefits of this state-of-the-art product line, featuring the thickest wear layer in the industry, so you are able to educate your customers thoroughly.
STAINMASTER® FIBER STAINMASTER® is the most recognizable name in the carpet industry— a brand name that more consumers trust and that offers livable styling and outstanding performance. This course will present the features and benefits of this popular brand and make it easier for you to present and sell.
CARPET ONE FLOOR & HOME BRANDS AND MERCHANDISING TIGRESSA® CHERISH
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Tigressa® Cherish carpet is a SUPER SOFT extension of Carpet One Floor & Home’s premier all nylon soft carpet Tigressa® brand. Tigressa® Cherish features “best in industry” softness and strength through its makeup. This course furnishes information to confidently sell Tigressa® Cherish to your customers.
TIGRESSA® SOFT STYLE CARPET Tigressa Soft Style is our premier, all nylon, soft carpet collection. Featuring a one-ofa-kind blend of softness and strength, you can be confident that this carpet will perform year after year. This practice course that will challenge you to close four unique Tigressa SS customers by guiding and evaluating Tom, our Tigressa sales professional.
TIGRESSA® H20 Tigressa® H20 carpet is the WATERPROOF extension of Carpet One’s premier all nylon soft carpet Tigressa® brand. Tigressa® H20 is the most innovative carpet on the market. It features a state of the art backing system that prevents liquids from soaking though to the padding or subfloor. This course furnishes information to confidently sell Tigressa® H20 to your customers.
VeroSTONE™ VeroSTONE is our exclusive Engineered Stone offering, designed to capture the customer who is looking for an outstanding alternative to stone, tile or ceramic. Some customers may not be familiar with Engineered Stone, and could have concerns or questions. The course is created to provide you with real-world scenarios and provide you with the skills necessary to overcome customer objections to VeroSTONE and help you close the sale.
VOYAGER COLLECTION Carpet One Floor & Home’s Voyager Collection offers a wide array of bamboo, cork and exotic hardwood species. This high-performance collection of unique and sustainable products offers a 30-year warranty. In addition, all products within the Voyager Collection are sourced from managed growth forests ensuring your customer that she is getting responsibly manufactured products.
YOUR PERSONAL CUTTING EDGE Your Personal Cutting Edge is a custom area rug program featuring Shaw products. Your customer will choose her carpet, the edging and the size – it’s all customizable. This program provides a great opportunity for an add-on to any hard surface sale.
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CERTIFICATION Certification is a path to your most important asset and the one thing you do that your competition can’t – provide the best flooring purchase experience in your market. She wants experts to help her make the best choice of flooring for her home. You can provide that better than the big box or the discount competition, and certification is your guarantee that you can deliver on that promise. •
Certification helps you hold staff accountable for behaviors that reflect your reputation in the market place
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Customers trust a certified sales person more, and this helps them to close more sales
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Certified installers help you reduce your call back rate
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A certified staff increases customer loyalty and referrals
2016 CERTIFIED FLOORING CONSULTANT This is the test portion towards earning your 2016 CFC status. This test is for Sales Professionals. By electing to enroll in this test, you are agreeing to the one-time fee of $20.00 that will be charged to your store. You must complete the test with a 90% or higher. Information for this test was reviewed in the Professional Selling System, Brand and Merchandising, and Product Knowledge OnLine University modules. Please be aware that you must launch the Agreement module in order to be marked Complete for this Certification.
2016 FLOORING DESIGN CERTIFICATION This is the test portion towards earning your 2016 Flooring Design Certification status. Candidates for the FDC must have completed the Certified Flooring Consultant (CFC) successfully before applying. By electing to enroll in this test, you are agreeing to the one-time fee of $20.00 that will be charged to your store. You must demonstrate your knowledge of color, design and trends by completing the assessment with a 90% or higher. Please be aware that you must launch the Agreement module in order to be marked Complete for this Certification.
2016 INSTALLATION EXCELLENCE CERTIFIED (IEC) INSTALLER This is the test portion towards earning your 2016 IEC status. This test is for INSTALLERS only. Sales Professionals should NOT take this test. By electing to enroll in this test, you are agreeing to the one-time fee of $20.00 that will be charged to your store. You must complete the test with a 90% or higher. Please be aware that you must launch the Agreement module in order to be marked Complete for this Certification.
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COLOR, DESIGN & TRENDS COLOR, DESIGN & TRENDS TRAINING Today’s customers expect more from you, the sales professional. In this course, you’ll discover the fundamentals needed to help your customer make an informed decision based not only on the product, but her style and design outlook, and current trends in the marketplace. COLOR TRAINING The Color Wheel Color relationships are built on these color groupings and form the basis for color theory. This presents the features of the color wheel and how to use it to help you make any combination of colors work more successfully and be a more valued expert to your customer. Color Schemes Color schemes provide a starting point for using color. They are useful for understanding why certain colors work together. This module will help you to identify the different color schemes presented on the color wheel in order to assist customers in making their color selections. DESIGN TRAINING The Language of Design In this module you will be introduced to the basic elements and design principles of interior design. In interior design you use elements and apply principles in order to create interesting, comfortable and beautiful spaces. Interior Styles How and why your customer selects a certain home or room style can provide you with valuable insight into what is most important to her about her design project. As well as help you to make better suggestions regarding the most suitable flooring for her needs. This module introduces the main interior design styles and presents some common approaches customers take to selecting a home or room style. Patterns and Texture Pattern can create an illusion of texture. On the other hand, some textures, such as grained wood, create the look of a pattern. This module presents various approaches and uses for different patterns and textures. The Effects of Lighting Proper lighting enhances the appearance of a home’s interior and can make a space shine, highlight a focal point, or disguise a room’s shortcomings. Lighting is also a practical and safety consideration for both inside and outside a home. This module presents the benefits of lighting and helps learners identify how light influences color and texture and can create a mood within a space.
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COLOR, DESIGN & TRENDS TRENDS TRAINING Color Trends 2016 Designers and color experts develop color trends each year through intense research and observation. These trends take cues from economic, political, social and environmental movements within society. This module will introduce colors that will be influencing home décor for 2016. Home Trends Whether your customer is dealing with a home improvement project or new home build, she may be working within the constraints of one these up-andcoming home trends that will influence her choice in flooring and other materials used in her home. In this module you will learn about features of Green homes, Universal Design and Multigenerational housing. Interior and Floor Trends Interior design and flooring trends tend to remain popular for years at a time. This module broadens the focus on interior design and floor trends and presents some “themes” that look to have long lasting effects on the interior and flooring trends that will be prevalent throughout the coming decade
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COMPUTER PROGRAM TRAINING MICROSOFT OFFICE TRAINING LINKS This course introduces the features of Microsoft Office 2010, including how to navigate the interface. Whether you’re a beginner or an expert, these courses will provide the necessary resources for you to master techniques that will assist you in your business. Microsoft Word 2010 Microsoft Excel 2010 Microsoft Access 2010 Microsoft SharePoint 2010 Microsoft PowerPoint 2010
QUICKBOOKS This course introduces the features of QuickBooks, including how to navigate the interface, manage money in and money out, as well as running and customizing reports. Whether you’re a beginner or an expert, these courses will provide the necessary resources for you to master techniques that will assist you in your business.
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INSTALLATION COMPLETING THE INSTALLATION This module presents some helpful tips for ensuring your customer is satisfied with the appearance of her new floor including how to clean up and dispose of materials after an installation, perform a customer walk-through, and responding to customer concerns.
CUSTOMER-CENTERED WORKPLACE Everyone within your Carpet One Floor & Home store is responsible for delivering superior customer service. This module will define a customer-centered workplace, what it means to provide superior service to both internal and external customers, and the importance of communicating expectations to all members of the team.
DEMONSTRATING PREFESSIONALISM Professionalism is reflected in an individual's attitude and behaviors on the job. This module will review the importance of conveying your professionalism through your communication approach, good judgment, appearance and compliance to the rules of your employer.
GENERAL INSTALLATION The sales professional is the link between the customer and the installer. The better you are able to prepare her for what to expect, the smoother the installation will be. Customers who have realistic expectations about the installation process are more satisfied with their purchase and more likely to provide you with referrals and repeat business. Preparing for Installation In this module you will review the items to note within the work order and room sketch and understand how to perform your work with care and respect for the customer’s home. Job Site Assessment & Preparation Your ability to assess and ensure that the job site is suitable for the installation is critical to your success as an installer. Assessing the overall environment, ensuring that the temperature and humidity levels are appropriate and that the floor has been properly acclimated are items reviewed in this module. Sub-floor Assessment & Preparation Improperly prepared sub-floors are a major cause of installation failure. In this module you will learn to identify the most common types of sub-floors and recognize the necessary preparations for each type. This module will provide guidelines and assessment information you can use to ensure a sub-floor is in acceptable condition prior to beginning the installation.
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INSTALLATION INSTALLING HARDWOOD FLOORS While each hardwood job has its differences and subtleties, this course will cover many of the common challenges in hardwood installation. You’ll gain an understanding of the steps necessary for a successful installation, so you’re able to set realistic expectations for your customer. Preparing for Hardwood Installation Understanding the limitations of wood floors and the required sub-floor conditions is critical to your success as an installer. Often you are in the best position to catch any oversights regarding the appropriate or recommended installation processes. In this module we will review the preliminary steps to take prior to beginning the actual installation of a hardwood floor. Some of this information has been detailed in previous modules and is listed here as a reference and reminder to review those modules prior to continuing with the installation module. Nail or Staple Installation Nails and staples are used in essentially the same way to affix the hardwood floor to the sub-floor. The fastener used depends on the thickness of the flooring and the manufacturer’s recommendations. Nail or Staple-down installation is the most common method used for installing solid hardwood floors. Your ability to develop the skills and competencies needed to appropriately install hardwood flooring with the nail-down method will increase your value as an installer. Glue-Down Installation Glue-down installations are primarily used on engineered wood over concrete subfloors. This module will review the steps to a glue-down installation, including site and sub-floor preparation, trowel and adhesive selection, installation and clean up. Floating Floors Floating installation is the newest, fastest, and cleanest method of installing a wood floor. The information in this module will provide a review of the steps required in most floating hardwood floor installations.
OSHA – OCCUPATIONAL SAFETY AND HEALTH What is OSHA and how does it impact your organization? Which regulations you must comply with? In this course you will learn all about OSHA and the importance of these regulations. Do You Have a Plan? – Hazardous Communications Plan In this module you will learn to follow the OSHA procedures for communicating the hazards of chemicals, labeling requirements, and providing Material Safety Data Sheers to each customer. Shocking Experiences - Electrocution This module presents the dangers of electricity and the precautions that you should take when working near or around it. Watch Your Step – Trips and Falls Slips, trips and falls are the fourth highest cause of accidents on the job. This module will review some of the common dangers for installers on the job and how you can avoid a trip and fall injury.
INSTALLATION PATTERN CARPET Installing pattern carpet requires good installation techniques, additional time and expertise. It is important that all members of the team—installer, sales professionals,
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designers and estimators have a thorough understanding of pattern carpet and convey accurate information to the customer. Understanding Patterned Carpet Pattern carpet installation involves more time, effort, and attention to detail than installing a solid color carpet. Understanding some of the basic construction methods and characteristics of pattern carpet will help you to recognize the potential issues that need to be addressed during an installation. Preparing to Install Pattern Carpet Taking a few extra minutes to review the materials you will be working with on a pattern carpet installation will prevent you from making costly mistakes. Patterns can be difficult to work with and it will take practice to perfect your technique. Understanding how to plan set and drop matches, check carpet for bow, skew and pattern elongation are among the processes reviewed in this module. Installing Pattern Carpet In this module you will learn the cutting techniques for both printed and tufted patterns, seam construction techniques and stretching techniques for matching patterns.
PREPARING FOR INSTALLATION This course reviews the proper preparation, clear communication and respect for the customer’s home that you should demonstrate when working with a customer prior to her flooring installation.
STRETCH-IN CARPET INSTALLATION This course provides an in-depth look at the ‘how to’ of professional carpet installation. From the tools and materials required to seam creation, layout, and both glue-down and stretch-in installation procedures. Additional modules focus on the unique processes required to install on stairs and the challenges of installing pattern carpet. The Stretch-In Process Stretch-in installation is the most common method used for installing residential carpet. This module will provide you with a clear understanding of the suitable conditions, tools, and basic process for a stretch-in installation. Tack Strip/Metals/Cushion Installation In this module you will learn to identify types of commonly used tack strip and learn the basic installation requirements for installing tack strip. Carpet Cutting, Sealing & Seaming When the room is wider than the width of the carpet, the installation will require a seam. Seaming is critical to the look of the finished installation and takes practice to perfect. In this module you will learn the proper technique for cutting, sealing and seaming carpet.
INSTALLATION Power Stretching & Finishing the Job Power stretching of the carpet is one of the most critical tasks you will perform as a carpet installer. It is also the one that takes the most practice to perfect. This course will review the tools needed to properly power stretch a carpet, how to calculate the amount of stretch needed and basic stretching techniques. Installing Carpet on Stairs Most stairs can be installed using either the Waterfall or Cap and Band installation
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method. Understanding these two basic techniques will give you a solid foundation for stair installation. In this module you will learn about the anatomy of a staircase, the different methods for installation and techniques for installing around spindles and birdcages. Glue-Down Method Carpet Installation Glue-down is the most popular installation method for commercial carpet. Gluedown installation is also used in select residential applications. In this module you will learn to identify sub-floor and carpet backing requirements for a glue-down installation, the different types of glue-down installations and the steps and potential problems that can arise when performing a glue-down installation. Trowels & Adhesives for Glue-Down Installation Selecting the correct trowel and adhesive is critical to the success of a glue-down installation. This module reviews some of the most commonly used trowels and adhesives, as well as care and maintenance of trowels and problems that can arise from using the wrong size trowel. Completing the Job In order to ensure the customer is satisfied with her flooring installation, take the time to complete the job properly. This module will present some helpful tips for ensuring your customer is satisfied with the appearance of her new floor.
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KIRSCH WINDOW TREATMENTS KIRSCH WINDOW TREATMENTS For over 100 years Kirsch has been a leader in defining and establishing window treatments that are both stylish and innovative. In these courses, you will learn about the updated Kirsch Honeycomb shades. You will learn how they meet the consumer’s demanding style and total coordination needs. You’ll also understand why its unique cell structure helps save money through energy efficiency, and easy installation make Honeycomb shades a great choice for any consumer. Honeycomb Shades In this module, you will learn why Kirsch Honeycomb shades are more efficiency, more fashionable and offer shade more control options than any other product on the market. Honeycomb Shade Installation and Functionality Kirsch Honeycomb shades use only two types of bracket for all Honeycomb shades. Both employ a snap-in style for easy installation and removal. In this module, you will learn the basics of these installation principles.
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MANAGING SALES PERFORMANCE MANAGING SALES PERFORMANCE For Managing Sales Performance has been designed to provide store owners and sales managers the tools they need to develop a trusting relationship with their sales team through five important communication skills. When the sales team you manage feels they’ve been heard and understood, you will be better equipped to motivate, which can lead to increased productivity and more closed sales. Introduction to Managing Sales Performance This section will introduce you to the 5 communication skills you’ll be learning throughout Managing Sales Performance course. Each of these important skills will help you to build a trusting and successful relationship with your sales team, by encouraging open communication. Listen: Paraphrase Paraphrase is an important listening skill that will ensure understanding and agreement between you and your sales team, and will open the door to buy-in between you and your sales team. Listen: Focus on Feelings Focus On Feelings is a listening skill that will create a sense of trust between you and your sales team. When you use this skill, the sales professional will know you’re listening - and understand – what they’ve said. Listen: Reading Cues As you speak with your sales team, Reading Cues – verbal and non-verbal - can help you ensure you have the cooperation of your team. With this section, you’ll learn to identify if your sales team is on board, and make any necessary adjustment to ensure you have their support. Learn: Open and Closed Questions Knowing when to ask each an open and closed question will give you the opportunity to pull key information from your sales professionals, or confirm buyin to key initiatives or process change. This section will provide you with what you need to know when to use each. Deliver Feedback and/or Information Providing information and feedback is a big part of the store owner or sales manager role. How you deliver information or feedback can play a big part in how that information is received. This section will give you the tools you need to deliver information in a way that encourages buy-in.
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PRODUCT KNOWLEDGE AREA RUGS Area Rugs are a great add-on to hard surface flooring, but armed with more information, you can help your customer see the value in this great product. Area Rug Color and Design Features This module provides an introduction to area rugs and will review customer considerations such as durability, price, layout, color and pattern. Size and Shape The size, shape and placement of area rugs and how these qualities effect the customer’s buying decisions are presented in this module. Understanding this information will help you to better advise your customers on what rug might best suit her needs. Area Rug Construction This module presents the differences in area rug construction, the benefits of these construction methods, and how each influences an area rug’s appearance and performance. Area Rug Fibers The fiber used in an area rug will influence the rug’s affordability, appearance, and performance. Understanding how fiber influences these factors will help you to determine which rug will best meet her aesthetic and practical needs. Area Rug Maintenance and Care With proper padding and regular care your customers can keep their new area rug looking great for years. In this course, we will review the basic rug care and maintenance necessary for retaining the beauty of an area rug including the importance of using a rug cushion and basic spot and stain removal procedures.
BAMBOO Bamboo Flooring Consumers are captivated by the exotic beauty, durability and earth-friendly story that bamboo floors offer. Your enhanced knowledge and ability to describe the unique properties and benefits of bamboo will earn you more sales of this trendy flooring.
CARPET CUSHION Carpet Cushion may not be glamorous, but it plays an important role in the life and integrity of your customer's new flooring. With the resources available on the Carpet Cushion Brand page, you'll be well-equipped to educate your customer on this important component of her flooring system. Features & Benefits Familiarize yourself with the features and benefits of the three primary cushion types - Foam, Fiber and Rubber. Effectively delivering information about carpet cushion will give your customer everything she needs to make an informed, educated decision. You'll utilize the Professional Selling System Relationship Building Skills and resources from the brand page throughout this course.
PRODUCT KNOWLEDGE Sell Effectively In Sell Effectively, you'll use the Professional Selling System Relationship Building Skills and the knowledge of carpet cushion you've gained through the brand page
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to win over your customer. At the completion of this module, you should feel confident talking with any customer about carpet cushion.
CORK Cork Flooring Cork is currently experiencing a resurgence of popularity. By improving your knowledge of this flooring, you will position yourself as a flooring expert to your customers. This course will help you to identify the features and benefits of cork floors, describe the unique properties of cork and explain how cork flooring is installed.
FIBER FOR RESIDENTIAL CARPET & RUGS Many customers may not be familiar with the fibers within their carpet or rugs. In this course, you will develop an understanding of how to introduce fibers used to manufacture carpets and rugs to your customer to help her make an informed purchasing decision. BRANDED FIBERS Branded fibers can be a point of confusion for some customers. Often it is assumed that the carpet manufacturer actually makes the fiber, when more often, the fiber is manufactured and branded separately from the carpet. Armed with enhanced knowledge of branded fiber benefits, you will have the confidence needed to successfully present and explain these products to your customers. FIBER MANUFACTURING Fiber Characteristics While not the sole determinant of quality, your customer’s choice of carpet fiber will heavily influence the performance and cost of the carpet they choose. Understanding fiber’s characteristics, such as: denier, luster, twist and weight will improve your ability to recommend the most appropriate fiber for your customer’s needs. Fiber & Yarn Manufacturing Your knowledge of fiber production along with other details of the fiber manufacturing process contributes to your overall reputation as the flooring expert in your market. This module will introduce you to the process of fiber extrusion, the differences in BCF and staple fibers and common yarn dyeing processes. Fiber Treatments Understanding how characteristics of a fiber can be modified with treatments to extend the life of a carpet will help you to easily answer customer concerns about these staining and performance issues.
PRODUCT KNOWLEDGE NATURAL FIBERS Natural Fiber - Wool There are many reasons customers may prefer wool to other fibers. This highend, natural fiber provides comfortable, long-lasting performance with a rich look and feel. Understanding more about wool fiber will give you an advantage over your competition and demonstrate to customers the depth of your knowledge. Natural Fiber – Sisal and Plant Fibers
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Your knowledge of fiber production along with other details of the fiber manufacturing process contributes to your overall reputation as the flooring expert in your market. This module will introduce you to the process of fiber extrusion, the differences in BCF and staple fibers and common yarn dyeing processes. SYNTHETIC FIBER - NYLON Nylon is the most popular synthetic fiber used in carpet today. It offers tremendous value, performance, and easy maintenance. By understanding the features and benefits, how nylon compares to other fibers and the different types of nylon available, you will be better able to assist your customers in selecting the right carpet. OTHER SYNTHETIC FIBERS It may seem as though nylon is the “best” synthetic, however, it may not be the “best” for every situation. Other synthetics offering brilliant colors, easy maintenance, softness and lower costs than nylons might be a better fit for some of customers. Understanding more about these other synthetic fibers will help you to better serve your customers.
HARDWOOD UNDERSTANDING WOOD Wood Species Each species of wood has its own unique grain pattern, coloring, feel and even scent. Obviously, there are too many species of wood to cover in this one module, but we’ll review some of the more popular choices for wood flooring and present the features and benefits of each. Functional Properties of Wood There are many natural properties of wood that provide it with its hardness, strength, and workability. These properties are influenced by the species, geographic area, the growth conditions, size of the tree at harvest, sawing method, and other manufacturing processes.
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PRODUCT KNOWLEDGE Aesthetic Properties of Wood Selecting the right look for her wood floor could very well be one of the most difficult parts of a flooring project for your customer. Even once the practical decisions have been made, the aesthetic decisions can be overwhelming. By improving your knowledge in this area, you can effectively guide your customer to the wood that is best for her home. Your expert, professional knowledge of the characteristics of wood will make you a valuable resource to your customers and make it easier to close sales. Moisture Content and Wood By its nature, wood expands and contracts, affecting a wood floor after installation. Most complaints concerning hardwood flooring are related to changes in the moisture content of flooring and surrounding wood products. You can ensure your customer’s job site is properly prepared for a hardwood floor installation by improving your knowledge of the moisture. SELECTING WOOD FLOORING Understanding Wood Flooring Your knowledge of wood flooring will help you better explain to your customers the worthwhile investment of adding a new wood floor to their home. Choosing wood flooring will not only increase the beauty of your customer’s home but will increase its value as well. Solid Wood Flooring Your knowledge and skills of the features and benefits of solid wood flooring will help your customer understand the worthwhile investment of adding a new wood floor to her home and make sales of this traditional flooring easier to close. Engineered Wood Flooring The popularity of engineered wood has grown considerably in the past decade. An improved understanding of this product will better enable you to present a comparison of wood products and further demonstrate your expertise. MANUFACTURING OF WOOD FLOORING Manufacturing of Wood Flooring Timber production and manufacturing processes may not be top in the mind of your customer, but your improved understanding of this process can make it easier for you to answer some of their concerns regarding where the wood comes from and why some boards of the same species look different than others. An understanding of how wood flooring is manufactured will make you an expert in your customer’s eyes and easier for you to thoroughly answer their questions.
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PRODUCT KNOWLEDGE Hardwood Floor Sealers & Finishes A good finish can bring out the beauty of a wood floor, protect it, and make it easier to keep clean. The best finish to use will depend on the wood species, the conditions it will be exposed to, and the customer’s personal preference. Understanding more about wood floor finishes will demonstrate the breadth of your knowledge regarding this product line and make you a more valuable resource to your customers. SELLING WOOD FLOORING Selling Hardwood Floors In this module you will learn about target customers for hardwood flooring, where wood works best in the home, questions to ask when determining customer’s needs and suggested upgrades and add-ons for a wood floor sale. Finalizing the Wood Floor Order Once your customer has selected her wood floor, there are a number of things that need to be discussed with her in order to finalize the sale. In this module, we will review the essential information to gather from your customer to ensure a smooth installation. Remember, a hassle-free installation for her means more repeat and referral business for you and your store. INSTALLATION & CARE OF WOOD FLOORING Preparing for Installation The sales professional is the link between the customer and the installer. The better you are able to prepare her for what to expect, the smoother the installation will be. Customers who have realistic expectations about the installation process are more satisfied with their purchase and more likely to provide you with referrals and repeat business. Installation of Wood Flooring Depending on the type of floor and sub-floor conditions, there may be more than one option for installing your customer’s wood floor. Your knowledge of these installation procedures will position you as the expert and will improve the advice and service you provide to your customers. Care & Maintenance of Wood Flooring By advising her on how to best clean and protect her new investment, you can earn her future business, and increase referrals for new business.
LAMINATE This course will help you identify the features and benefits of laminate. It will provide you with the details you need to educate your customers on laminate, including its history, how it’s made and what exactly makes laminate. You'll feel comfortable discussing installation, performance, its appearance and the value of laminate flooring. During these modules, you will review real-world scenarios as a way to learn how to work with your customers when selling laminate.
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PRODUCT KNOWLEDGE What is Laminate? Discover the story behind laminate Installation Understand the basic installation process in order to set expectations for your customers, especially the DIY'rs Performance Learn about the performance of laminate flooring Value Identify the value of laminate flooring Appearance Examine the appearance of laminate flooring
NATURAL STONE FLOORING Stone flooring has long been considered some of the most beautiful, evocative flooring in the industry. In this course you’ll begin to gain an understanding of natural stone flooring, its features and benefits, and various types of natural stone available as flooring. Understanding Residential Natural Stone Despite our best efforts, man has yet to duplicate what took nature millions of years to create—the genuine beauty of natural stone. This module explains the features and benefits of various types of natural stone and identifies some common sizes, shapes and finishes used in stone production. Stones Used in Residential Interiors There are a number of stones that can be used in residential interiors, and each has their own unique qualities. We will present a few of the most popular natural stones used within the home. If your store carries other selections that are popular in your region, you should familiarize yourself with the features and benefits of these offerings as well. Selling Natural Stone Natural stone stands out for its beauty, strength and longevity. This module will provide you with an understanding of the trends and growth of the natural stone flooring market and help you to better present stone as an alternative to ceramic tile.
RESIDENTIAL CARPET Carpet is the most popular flooring choice for most homes and businesses. Your enhanced knowledge of carpet’s features and benefits will help you to recommend the best carpet for your customer’s needs. UNDERSTANDING & SELLING CARPET Carpet Features Carpet is the most popular flooring choice for most homes and businesses. Your enhanced knowledge of carpet’s features and benefits will help you to recommend the best carpet for your customer’s needs.
PRODUCT KNOWLEDGE Carpet Style & Textures There are numerous styles of carpet available for your customers to choose from. Enhancing your knowledge of these styles will help you to better
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recommend the best style and texture for their needs. Selling Carpet This module introduces the target customers for carpet, questions to ask to better understand her needs and common objections you may face when presenting carpet. Improving your knowledge of carpet will help you sell more of this popular flooring. Finalizing the Carpet Order Once your customer has selected a carpet, there are a number of things that need to be discussed in order to finalize the sale including managing customer expectations, measuring and estimating, order carpet and gathering preinstallation information. CARPET INSTALLATION & CARE Preparing for Carpet Installation Given carpet’s popularity and appeal, the more you know about this flooring, the more you will be able to assist your customers. The module will help you to better understand what subfloors are most suitable for a carpet installation, the room conditions needed for an installation and the different installation processes. Stretch-In Method Carpet Installation This module will help you provide your customers with a clear understanding of the services the installer will provide and ensure they know what to expect during the installation process. Glue-Down Carpet Method Carpet Installation In this module you will learn about the different types of glue-down installations, the benefits of each type and the basic steps to completing these installs. Carpet Care & Maintenance In this module you will learn the proper routine for cleaning carpet, the types of deep cleaning processes available and solutions to cleaning up common spills and stains. CARPET MANUFACTURING Tufted Construction Over 95% of all carpets made in the U.S. are tufted. Tufted carpet can be manufactured 15 times faster than woven carpet, resulting in greatly reduced cost of these carpets. Understanding this popular carpet construction process will give you more expert knowledge to better serve and assist your customers with their carpet selection
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PRODUCT KNOWLEDGE Woven Carpet Construction At one time weaving was the most popular method of carpet manufacturing, but now comprises only a small percentage of the carpets sold. Weaving, however, is still the second most popular method of carpet manufacturing and features many of the higher-end styles available. Carpet Dyeing and Finishing An in-depth understanding of carpet dyeing and finishing is crucial to obtaining expert knowledge of the carpet construction process. In this module you will learn about the different types of dyeing methods, secondary backing and the shearing and inspection process. Carpet Backing Systems The type of backing system used within a particular carpet will influence the overall performance and life of the carpet. Improving your knowledge of the most popular backing systems will help you to better understand which systems are suitable for different types of performance and installation.
RESILIENT FLOORING Customers are more likely to enter your store and ask for vinyl floor than they are to request to see resilient floor. While all vinyl floors are resilient, not all resilient floors are vinyl. Understanding all products within this category will help you serve your customer better and increase your sales of all types of resilient flooring. UNDERSTANDING RESILIENT FLOORING Customers are more likely to enter your store and ask for vinyl floor than they are to request to see resilient floor. While all vinyl floors are resilient, not all resilient floors are vinyl. Vinyl is the most popular resilient floor, but understanding the other products within this category will help you serve your customer better and increase your sales of all types of resilient flooring. SELLING RESILIENT FLOORING Today’s resilient floors have a long list of benefits that many customers look for when selecting a new floor. Performance, fashion, and affordability have made resilient floors a compelling option for many customers. The more you know about these floors, the more your customers will value your opinion as an expert. Building customer trust by learning about her needs and recommending a floor that will meet these needs will help you to close more sales and earn more referrals. SPECIALTY RESILIENT FLOORS Vinyl floors are the most popular and well-known resilient floors; however, there are a number of floors within the resilient category that have their own unique benefits. Improving your understanding of other types of flooring within the resilient category will increase your expertise of this flooring category and help you to suggest the most appropriate flooring for your customer.
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PRODUCT KNOWLEDGE VINYL FLOORING Vinyl Flooring Overview Style, variety, durability, and easy to care for – vinyl flooring provides more options than any other flooring. In this module you will learn about the variety of vinyl flooring option. The more you understand about this product, the easier it will be to match your customer’s needs with a vinyl style that will perfectly compliment their home. Sheet Vinyl Flooring Vinyl sheet flooring is the most popular type of residential vinyl flooring. Your ability to understand and explain the products and their features and benefits within this category will help you to develop the best solution for your customer’s needs. Vinyl Tile & Planks Vinyl tiles and planks provide your customers with the appearance and shape of much more expensive floors, such as natural stone and hardwood designs. Your ability to explain the types, differences and installation requirements for vinyl tiles and planks will make you a more valuable resource to your customers. Manufacturing of Vinyl Flooring Vinyl flooring has been through a number of changes in recent years. Innovative developments and technology have produced vinyl that is easier to install, with patterns that mimic real wood, ceramic and stone. Available in a variety of styles, durable, and easy to care for, vinyl flooring provides more options than any other flooring. The more you understand about this product, the easier it will be to match your customers’ need with a vinyl style that will perfectly compliment her home.
RUBBER CUSHION Your ability to present and explain the benefits of rubber cushion to customers will set you apart from the competition and help your store lead the way in this new trend of superior carpet underlay.
SYMBILITY: MOBILE CLAIMS TRAINING TUTORIAL This interactive self-paced training module shows Mobile Claims users how to easily create interior diagrams including an overview of stairs, walls, and ceilings, use of the freeform tool, and many other tips and tricks that increase the efficiency and accuracy of completing your claims. After successfully completing this self-paced training module, Mobile Claims users have an understanding of how to quickly, completely and accurately use the database to prepare an interior, exterior or roofing estimate.
TILE PRODUCT KNOWLEDGE Ceramic tile is often used as a “catch-all” term for a variety of wall and floor tiles. This course will help you to identify and explain to customers the different types of ceramic tile, the difference between glazed and unglazed tile and the benefits of each.
PRODUCT KNOWLEDGE PRODUCT KNOWLEDGE AND MANUFACTURING Introduction to Ceramic Tile
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Ceramic tile is often used as a “catch-all” term for a variety of wall and floor tiles. There are a number of materials used to make tile, with each having their own unique characteristics and appeal. This module will help you to identify and explain to customers the different types of ceramic tile, the difference between glazed and unglazed tile and the benefits of each. Tile Composition What are ceramic tiles? Ceramic tiles are tiles made from mixtures of clay, sand and other natural materials that have been shaped and baked or fired at a high temperature. This module presents how the firing process turns clay into a hardened, durable surface. Tile Shapes and Sizes Tile – whether ceramic, porcelain, stone, glass or metal – is available in a range of shapes and sizes. This module will present some of the most common shapes, sizes and the typical uses for various shaped tile. Shade Variation Variation in color and shade from one tile to the next is an inherent characteristic of most tiles. This module will present the types of shade variation and shade variation ratings. Water Absorption and Density This module will present a standard test method for determining the percentage of water absorbed by the body of a ceramic tile and explain why this rating is important for customer planning outdoor tile projects. Visible Abrasion Classification and Crazing In this module the Visible Abrasion Classification that assesses wear/abrasion resistance of a tile’s glaze will be reviewed. An unglazed tile cannot have a classification since there is no glaze to test. The concept of “crazing resistance”, which is another test for tile glaze, will also be introduced. Mohs Rating For glazed tile, Mohs rates the scratch resistance or hardness of the glaze for unglazed tile this rating would assess the hardness of the tile surface. In this module you will learn about the Mohs rating, how the test is performed and how the tile floor ratings compare to other common surfaces. Breaking Strength of Tile Properly installed tile must be able to withstand the expected load based on its intended use. For example, floor tile must be able to withstand the weight of foot traffic whether in the home or commercially depending on the tile’s rating. In this module you will learn about the different types of tile bisque, breaking strength tests, how the test is performed, and the tile floor ratings that result from the test.
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PRODUCT KNOWLEDGE Slip Resistance - COF Slip resistance is an important consideration for customers, especially when they are planning on it may be exposed to water. In this module you will learn what the coefficient of friction measures, how to explain the ratings to your customer, and why this rating is important to her when selecting tile. How Ceramic Tile is Manufactured Understanding how different production methods influence the durability of the tile will help you to better explain the product to your customers. In this module you will learn what materials are used in the manufacturing of tile and the various mixing, forming, and firing methods used in ceramic tile manufacturing. SELLING TILE, TILE COLOR, MEASURING AND ESTIMATING Determining Customer Tile Needs Before you can present a product solution to a customer or discuss the features and benefits of a particular tile, you need to ask questions and determine what her flooring needs (and wants) are and why she is shopping for new flooring. Developing a Product Solution and Common Objections to Tile While you were determining your customer’s needs and developing rapport and trust with her, you also were learning about her expectations for her new flooring. Setting reasonable customer expectations is important to prevent objections and ensure your customer is satisfied with the product solution that you present. Carpet One Floor & Home Tile Products and Warranties Your customers can buy their tile floor with confidence with our reliable Five Star warranties. Your ability to explain the benefits of these warranties to your customers will help you to close more sales and earn more repeat business. Using Color in a Tile Design Color is an excellent way to add life to a room, create a mood, or compliment your customer’s personality. With an increased understanding of a few simple color concepts and an understanding of texture you can effectively guide your customer to the tile color that is best for her home and close the sales faster and easier. Patterns and Directional Layouts Tile can be used for much more than flooring and backsplashes. The wide range of patterns, modular shapes and sizes, and design layouts available to enhance even plainest–tile can make an impact on most any interior. Your enhanced understanding of these patterns and how to show them to your customers will increase your customer’s satisfaction with their flooring and increase your average sale. Measuring and Estimating Tile In this module, we will review the measuring and estimating process for tile floors and review the items to include in your estimate. Remember, a hasslefree installation for her means more repeat and referral business for you and your store.
PRODUCT KNOWLEDGE MAINTAINING TILE Care and Maintenance of Tiled Surfaces
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Tile flooring is extremely durable, yet time, traffic, lifestyle and general use can take its toll on any floor if it is not properly cared for. By advising your customers on how to best clean and care for her floor, you will leave a positive impression of your expertise and earn her trust and future business. Repair and Upkeep of Tiled Surfaces Setting appropriate customer expectations regarding the upkeep and repair of tile will help prevent surprises down the road and a possibly dissatisfied customer. Ensuring that she understands and recognizes areas in need of repair before they compound into larger problems will increase her trust in you and her enjoyment of her new tile.
WINDOW TREATMENTS There are a number of factors that influence the selection of an appropriate window treatment. Perhaps the most significant item to consider is the actual window. The type of window being covered will influence privacy, light control, the "look", and even the cost of the window treatment. Your improved understanding of the "language" of windows will help you to better communicate with your customers regarding their window covering needs. WINDOWS 101 There are a number of factors that influence the selection of an appropriate window treatment. Perhaps the most significant item to consider is the actual window. The type of window being covered will influence privacy, light control, the "look", and even the cost of the window treatment. Your improved understanding of the "language" of windows will help you to better communicate with your customers regarding their window covering needs. TYPES OF WINDOW TREATMENTS Understanding Window Treatments Window treatments can be a complicated product for both customers and salespeople to understand. The number of available options seems endless and the selection process can quickly become overwhelming. As you work through this module, you will acquire the ability to understand the terminology and breakdown the complexity of this product category. The more clearly you can explain the different products to your customers, the easier it will be for them to recognize your solution as the best for their needs. Shades & Shadings A customer’s preference for blinds or shades will depend upon the features and functions she desires as well as the style of home, the room’s décor and largely on her personal taste. Shades have long been a customer favorite for their simple, clean look and ability to provide privacy and light control.
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PRODUCT KNOWLEDGE Blinds & Shutters Blinds are one of the most flexible window treatments on the market today. They allow your customer to precisely adjust and control the amount of light within a room. Your improved understanding of blinds will help you to better determine if blinds or shutters are the solution to your customers’ window treatment needs. Upon completion of this module you will be able to understand how blinds and shutters operate and recognize the Hunter Douglas brand names for each style presented. Soft Window Treatments Soft window treatments, while primarily thought of as decorative, can be effective at blocking light, sound, an unattractive view, heat and cold. This module will introduce you to some of the terms and styles your customer may use when describing the different types of window coverings they currently have or are looking to acquire. Window Treatment Operating Systems Window Treatments can move in a variety of ways depending on the style and type of treatment—from a simple cord that lifts and lowers a shade to an advanced motorized remote controlled system that tilts slats or completely closes a blind. By improving your understanding of the options available for operating a window treatment, you will be able to suggest the best system for your customer’s needs while increasing your ticket with many of these optional systems. SELLING WINDOW TREATMENTS Selling Window Treatments Within this module you will learn to apply your product knowledge towards increasing your store’s window treatment sales. At the end of this module you will understand why selling window treatments benefits you and your store, and recognize the functional and decorative items customers consider when selecting window treatments.
Basic Window Treatment Measuring When measuring for window treatments, the old woodworker’s adage of measure twice, cut once, are words to live by. Avoiding the expense of having to reorder an incorrectly measured treatment, and the loss of your customer’s trust when you have to call and ask her to measure again, is worth the additional few minutes it will take to double check your measurements.
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PROFESSIONAL SELLING SYSTEM PROFESSIONAL SELLING SYSTEM The Professional Selling System is a proven system that combines the philosophy of relationship building skills, selling skills and value-added customer engagement skills. When applied effectively, these skills will help you build stronger relationships, close more sales and create more business through referrals. The Professional Selling System is designed to help you provide extraordinary service to your customers, knowing when and how to apply the appropriate selling skills to capture the business you’ve earned. RELATIONSHIP BUILDING SKILLS Learn how to close more sales and create repeat business through stronger relationships with your customers. Each of the skills here are designed to be used together throughout the sales process. Paraphrase Build credibility and trust by actively listening to your customer. Let her know you hear & understand her. Focus on Feelings Leverage or diffuse an emotion so you’re able to continue to build a strong relationship. Ask Questions Gather information from your customer by asking the right question at the right time. Deliver Information Effectively present features and benefits to your customer and test for reaction to move forward with the sale. Reinforce Decisions Reduce buyer’s remorse by reinforcing her choices and offering solutions when applicable.
Reading Cues Identify verbal and non-verbal cues so you’re able to adjust your presentation to build trust
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PROFESSIONAL SELLING SYSTEM THE SELLING STEPS Learn how to close more sales and create repeat business through stronger relationships with your customers. Each of the skills here are designed to be used together throughout the sales process. The Daily Pre-Check Prepare yourself and your showroom to be “grand-opening” ready every single day. The Welcome Wow your customer with an extraordinary customer experience from the moment she walks into or calls your showroom. Determine Learn what product is right for the customer by asking the right questions. Develop Product Solutions Use what you’ve learned about her needs and wants to present the bets product for her, specifically. Gain Commitment Overcome objections and discover how to ask for and close the sale. Communicate Next Steps Continue to provide an extraordinary customer experience after the sale.
Create New Business Ask for referrals and learn how to network effectively to grow your business.
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SELLING & SERVICE SKILLS COMMERCIAL BLUEPRINT READING Understanding the Big Picture In this course you’ll learn how to read and understand architectural drawings, which are commonly called blueprints. At first look blueprints can seem difficult to read. But in reality, once you learn what the different elements represent blueprints becomes easier to read and understand.
COMPETING WITH BIG BOX RETAILERS In order to compete with the large home centers, we need to do what we do best and exploit our strengths – our people, our products, our value-added service and ourselves. Upon completion of this course you will have increased knowledge of the target markets of the big box stores, the strengths and weaknesses of big box home centers and our retailers, as well as tips for ways to improve your store’s competitive edge against big box stores. COMPETING WITH EMPIRE TODAY One of most independent flooring retailer’s biggest competitors is the “shop-athome” flooring leader: Empire Today. With estimated sales of nearly $100 million annually, Empire has expanded both its franchise locations and product offerings over the years. This course will help you to better understand how to leverage your strengths and compete against this growing competitor.
CORE ELEMENTS – HARD SURFACE MAIN STREET COMMERCIAL PROGRAM In this course you’ll learn just how big the Main Street Commercial Market is and why you need to aggressively pursue this business. You’ll also learn how to determine what the Main Street business needs are and what each decision maker wants from you when considering their flooring needs. Finally, in this course you’ll learn how to research companies before you make your visit, and determine the best questions to ask so you can effectively use the Core Elements Main Street Commercial Program to present and sell the correct products to each of the different types of Main Street Commercial business segments.
CUSTOMER-CENTERED SELLING SYSTEM In this course, you’ll be presented with an overview of the Customer-Centered Selling System and how this proven system will help you build a trusting relationship with your customers. COMMUNICATING FOR SUCCESS Introduction In this module, you’ll be presented with an overview of the Customer-Centered Selling System. This module will give you the context for the rest of the exploring and learning that you will do to complete the Customer-Centered Selling System.
SELLING & SERVICE SKILLS Learn In this module, you’ll study how to LEARN about the customer by asking questions so you can develop product solutions that meet and exceed the
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customer’s expectations. You’ll also review how you can ask questions to differentiate between a customer’s needs and wants. Finally, you’ll see how asking enough questions allows you to understand the customer’s immediate goal and her long-term opportunities. Paraphrasing In this module, you’ll practice how to use paraphrasing effectively. When you use paraphrasing effectively, the customer feels heard and understood and as a result, the customer is motivated to listen to your recommendations. In addition, paraphrasing gets you valuable information from which you can understand the customer’s immediate and long-term objectives. Focus on Feelings In this module, you’ll learn the three steps to take when using the skill: Focus on Feelings. You’ll review and practice each of the steps before putting them all together with a final exercise. Reading Signals In this module, you’ll first identify and then practice reading and responding to three kinds of signals: Agreement, Uncertainty, and Rejection. Throughout the sales conversation, customers send signals to you and you to them. Successful sales professionals pay attention to these cues—or buying signals—and most important, react to them. These signals are patterns of verbal and nonverbal behavior expressed through words, body language, and even tone of voice. Your ability to read and respond to buying signals will directly impact your ability to meet or exceed your customer’s expectations. Agree In this module, you will be presented the first of two skills that give - or deliver - information. The first skill is Agree. By using the skill agree you will be able to skillfully keep the customer open to your ideas by reinforcing or agreeing with some part of a customer’s statement before adding your own ideas. Agree is an easy, but powerful skill. Deliver In this module, you’ll learn the second Communicating for Success skill that helps you to give — or deliver — information. You'll study how to deliver important information in order to gain agreement to customer’s ideas and recommendations. THE SELLING PROCESS The Daily Pre-Check How to prepare for the customer and create a customer-centered environment. Welcome What to say and do to greet the customer hospitably and begin building rapport.
SELLING & SERVICE SKILLS Determine Needs How to ask effective questions and use communication skills to truly discover the customer’s short and long-term needs and wants. Gain Commitment How to identify and take advantage of numerous opportunities to gain commitment throughout the sale, how to handle customer concerns about price and how to turn over a sale.
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Developing Product Solution How to craft a product solution using the skill of Deliver — offering specific features and benefits and testing the customer’s reaction to ensure that the sales professional is on the right path to a successful close. Communicate Next Steps How to elevate the quantity and quality of a sales professional’s follow-up and its contribution to providing a service experience that generates repeat business.
CUSTOMER SERVICE EXCELLENCE In this course, you’ll discover the changing customer, and what they are looking for in today’s world. You’ll also learn how to handle angry customers and customer loyalty. The Changing Customer To create higher levels of customer satisfaction you must first know your customers and understand their service expectations. This module will examine some of the fastest-growing U.S. consumer groups and defining the changing American consumer. What Do Customers Want? Today’s customers are well informed, market-savvy and have high expectations for customer service – it takes more than just friendly, courteous service to impress today’s consumer. In this module we will examine some of the new service expectations and review some strategies for giving customers the service they expect. Customer Service – Whose Job Is It? Satisfying your customers is your competitive edge. In this module we will look at the responsibility of customer service, who should be providing it and what moments to recognize as opportunities for providing exceptional service. How to Improve Customer Communications Communication is essential for creating and maintaining customer relationships. Understanding the key concepts and principles of effective communication will help you build rapport and trust with your customers. Delivering Value-Added Service Value-added service goes above and beyond the basic service expectations that your customers may have. Throughout this module we will review how to attain superior customer service to increase satisfaction and distinguish your business from the competition.
SELLING & SERVICE SKILLS How to Handle Angry and Dissatisfied Customers Customer complaints are a serious matter. Even if the problem appears trivial to you, if it matters to the customer, you must handle the situation properly or you risk losing a customer for life. In this module you will learn to implement strategies for resolving customer complaints and use these situations to build customer loyalty. Customer Loyalty Customer loyalty takes more than just a friendly smile and helpful attitude to develop. In this module we’ll review how delivering great customer service gives you a competitive edge in establishing customer loyalty.
IN-HOME SELLING In this course learners will review techniques on how to sell effectively in the home
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including how to handle samples, using open-ended questions and how to use the Customer-Centered Selling System to advance the sale. The Follow-Up Email In this module you’ll distinguish when you should use email vs. the telephone. You’ll also review tips, techniques and a follow-up strategy for using email effectively. The Follow-Up Phone Call In this module you’ll review strategies, tips and techniques that you can use – or tailor – when making or responding to phone calls. You’ll learn how to make each phone call productive. In-Home Selling Pt. 1 In this module we’ll focus on creating a sense of urgency for closing in the home. Customers who shop at home are ready to move forward. The module will cover how you can use closing techniques and ideas for handling objections to more effectively sell in the home. In-Home Selling Pt. 2 In this module you’ll practice gaining agreement to the sale with a focus on handling objections and asking the customer how they feel about price. Finally, the module will demonstrate how to communicate next steps and create new business.
MEASUTING & ESTIMATING This course will review the importance of buying within the core and how you can manage your relationship with your mill reps to ensure you are buying products that will most benefit your business. Professionalism Whether you do the estimating or your store has a designated estimator, understanding the process will help you to better communicate with your installer and prepare your customer for what she can expect during the installation.
SELLING & SERVICE SKILLS Preparing A detailed measure of the area to be resurfaced is an integral part of the sales process. Incorrect measuring can delay an installation, frustrate customers and increase the cost of the job. When you or your store’s estimator are prepared and conduct a professional and accurate measure you help to increase customer trust. Measuring a Room Accurate measurements are critical to the next step in the process – estimating. A wrong measurement and every calculation from here on out will be incorrect. Your improved understanding of how to measure and your recognition of the circumstances that require special attention will demonstrate to your customers your professionalism and expertise. Estimating In this module we will determine how much flooring will be needed to fill the room. Accurately performing the measuring and estimating process will ensure you a satisfied customer who recognizes you as a flooring expert. Special Allowances for Carpet
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Carpet requires special considerations and allowances when planning a room layout and estimating. While this module primarily references carpet, many of these special allowances also apply to sheet vinyl layouts, as they are both rolled products.
PROSPECTING – YOU MAKE THE CALL As an outside sales professional, it is essential that you master the skills associated with prospecting so you can continuously add to your current client list. In this module you will learn how to plan your call to a new prospect and overcome screening barriers to communicate more effectively.
SELLING WITH FINANCING This course will improve your understanding of the benefits of offering financing, how to present financing to your customers and how to reintroduce finance as a way to overcome a price objection. Introducing Financing Introducing Financing will prepare you to comfortably discuss finance with each customer that walks in your door. You’ll learn how to make it part of the conversation without offending or upsetting your customer. Overcome Price Objections with Financing Overcome Price Objections with Financing will prepare you to read cues and reintroduce financing as a way to overcome a price objection. Handling Declined Applications At some point during your sales career, a customer you’ve been working with will apply for, and be declined financing. How do you handle it? This module will provide you with examples of how to handle a declined application and provide you with the tools you need to move forward in the sale. When prepared, you will feel confident and professional discussing alternative finance options, while building a rapport with your customer.
SELLING & SERVICE SKILLS TIME MANAGEMENT – SALES MANAGERS Introduction This module reviews key principles about the relationship of time to productivity and an overview of three steps (Assess, Plan, and Take Action) flooring professionals can use to manage time more efficiently. At the end of the module, participants print a Time Log to track their individual time use and a Time Assessment to evaluate strengths and opportunities. Goals In this module we’ll look at the value of writing goals and how personal, professional, and business goals help you to achieve more – to become more productive in your day – and to create balance between your work and home lives. Planning In this module you’ll review how to plan your time and take the last step and take action using a system for planning for 21 days.
VALUE PRICING Value Pricing is a method of pricing at higher margins as a way to increase close rates, reduce customer confusion and understand why customers make the choices they
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make. In this course, you will learn Value Pricing, how to create clear choices for your customer and how to sell based on Value Pricing.
WARRANTY Carpet warranties can be very confusing to consumers. They are often comprised of assurances from more than one source including the carpet manufacturer, the retailer, the fiber producer, and even the stain treatment company. Many times customer complaints and disappointments associated with warranties are due to their misunderstandings of what the warranty is intended to cover. By improving your understanding of carpet warranties, you can help to set clearer expectations for your customers regarding the warranty coverage of their new carpet. Warranty Basics This module introduces the basic types of warranties you will be presenting to customers during the sales process. Carpet Warranties This module presents the different types of carpet warranty coverage and the parties responsible for fulfilling each one. Also reviewed are common disclaimers within the warranties and common customer misunderstandings regarding warranties.
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WARMLYYOURS WARMLYYOURS WarmlyYours offers radiant heating solutions for every area of the home. From Electric Floor Heating Systems, to outdoor Snow Melting and Deicing options, the new award-winning LAVA® Radiant Panels complete the Electric Towel Warmer collection. Utilize this catalog to gain an understanding of the offerings and services provided by WarmlyYours, including a library of videos and webinars and the Instant Quote tool, which can be used to quickly calculate any radiant heating project.
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