Initial Retail Sales Training Workbook

[Version 1402-2]

Welcome
To the
Godfreys Team

______________________
Name

1
 Godfreys Background
MISSION

As a cleaning specialist, Godfreys is in business to provide

customers with the best advice, products, and services to meet
their cleaning needs.

Godfreys is a market-focused organisation where understanding

and   servicing   the   customer   needs   is   paramount.     The   Group’s  
commitment to its customers is reflected in both the expertise of its
employees and the breadth of its products.

CORE VALUES

Initially   demonstrated   by   its   founders,   Godfreys’   core   values   are  

now  entrenched  in  the  organisation’s  culture.    They  encompass:

CUSTOMER FOCUS: Customer   satisfaction   is   Godfreys’  

number one priority. This is achieved through listening to
customer needs, providing guidance and advice and then
servicing these needs. This approach fosters significant loyalty.

ENTHUSIASM: Godfreys’   employees   take   pride in both the

organisation and the products they sell. Employees carry out
their roles with enthusiasm, and are motivated to achieve great
results for both the Group and its customers. This Enthusiasm
and success translate to appropriate financial rewards and a
highly motivated workforce.

INNOVATION: Godfreys is committed to innovation in the

cleaning market and this everyday contact with customers
provides insight into their current and future needs. Godfreys
uses this information to drive continuous innovation in this
sector.

TEAMWORK: Godfreys’   employees   not   only   have   a   job,   they  

also have a commitment to the Group and those they work with.
Employees know that this success is more likely operating as
part of a sales team, rather than in isolation.

2
 Attitude/Mindset

What is the most basic requirement for being

successful?

__________________________________

Where does a great attitude come from?

__________________________________

What is the best way to actively demonstrate a great

attitude in your role?

Sales Formula 1
PMA E

PMA stands for:

__________________________________

3
 Sales Formula 2
IDC

I D C stands for:

_____________________________________________

_____________________________________________

_____________________________________________

Sales Formula 3
ABC

A B C stands for:

_____________________________________________

During the sales process we ask a series of specific

questions, these are asked in such a way as to get a yes
answer.  These  yes’s build up to give us the final yes and
the sale.

Sales Formula 4
F B Y

FBY

F B Y Stands for:

_____________________________________________

4
 Sales Formula 5
PSP

P S P Stands for:

_____________________________________________

The Enquiry (Ad-Line)

There are four main reasons for the ad-line:

1. ____________________________________________

2. ____________________________________________

3. ____________________________________________

4. ____________________________________________

Building Customer Rapport

There are the 3 things we need to convey to the customer
to both build and maintain customer rapport. We have to
give the customer a sense that we are:

_____________________________________________

_____________________________________________

_____________________________________________

5
 Profiling List
MEET & GREET

___________________________________________

___________________________________________

HOUSE

___________________________________________

___________________________________________

___________________________________________

___________________________________________

___________________________________________

___________________________________________

OLD MACHINE

___________________________________________

___________________________________________

___________________________________________

PEOPLE/PETS

___________________________________________

___________________________________________

___________________________________________

___________________________________________

6
 Building a Customer Profile

Meet & Greet

Q = Question A = Answer E = Expand

1. Q. _________________________________________

A. Good thanks. Just looking for a new vacuum.

2. Q. _________________________________________

___________________________________________

___________________________________________

___________________________________________

___________________________________________

___________________________________________

A. Yes, it does.

3. Q. _________________________________________

___________________________________________

A. Yes,  I’ve seen that 2400Watt Bagless.

E.__________________________________________

A. Yes.

7
 House
4. Q. _________________________________________

A. I’d  say  probably  half  &  half.

E.__________________________________________

___________________________________________

___________________________________________

A. Yes.

5. Q. _________________________________________

___________________________________________

A. A 3 bedroom house.

6. Q. _________________________________________

___________________________________________

A. About 30mins.

E.__________________________________________

___________________________________________

A. Yes.

8
 House (Cont'd)

7. Q. _________________________________________

___________________________________________

A. Medium pile.

E.__________________________________________

___________________________________________

___________________________________________

___________________________________________

___________________________________________

A. Yes.

8. Q. _________________________________________

___________________________________________

A. About 5 years.

9
 House (Cont’d)

9. Q. _________________________________________

___________________________________________

___________________________________________

A. Yes in the hallway.

E.__________________________________________

___________________________________________

___________________________________________

___________________________________________

___________________________________________

A. Yes.

Old Machine
10. Q. _________________________________________

A. An old Volta.

Q. _________________________________________

A. About10 years.

E.__________________________________________

___________________________________________

A. Yes.
10
 Old Machine (Cont’d)

11a. Q. ________________________________________

___________________________________________

A. It had good suction.

E.__________________________________________

A. Yes.

11b. Q. ________________________________________

___________________________________________

A. It was heavy.

E.__________________________________________

___________________________________________

A. Yes.

[Find out if the customer would like to trade-in their old

cleaner, and collect it from the car if they have brought it
with them.]

11
 People & Pets

12. Q. _________________________________________

___________________________________________

A. Yes.

E.__________________________________________

___________________________________________

___________________________________________

A. Yes.

13. Q. _________________________________________

A. A Dog!

E.__________________________________________

___________________________________________

A. Yes.

14. Q. _________________________________________

A.__________________________________________

E.__________________________________________

___________________________________________

A. Yes.
12
 People & Pets (Cont’d)

At this point we need to crystallize the customers cleaning

issues:

E.__________________________________________

___________________________________________

___________________________________________

A. “Yes.”

Demonstrating the Ad-Line

When you have asked all the profile questions, you need
to demonstrate the ad-line to the customer. Sprinkle some
bicarb soda onto the carpet & let the customer vacuum it
up.

Q. _________________________________________

___________________________________________

A. Yes.

13
 Sequence of the Ad-Line Close

1. ____________________________________________

2. ____________________________________________

3. ____________________________________________

4. ____________________________________________

As this close is delivered it is also to be written on your

notebook/calculator and displayed to the customer. This
increases the impact of the close and the probability of a
sale!

The Ad-Line Close

S = Sales person C = Customer

S. ______________________________________________

______________________________________________

______________________________________________

______________________________________________

______________________________________________

____________________________________________

S. ____________________________________________

C. Ok.

14
 The Bridge (Transition)

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C1. ”No.”

S. ____________________________________________

____________________________________________

C2. ”Gee,  that  looks  expensive.”

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

[Either way we need the customer to take a seat, so that

we can run through the features & benefits of the machine]

15
What’s  in  Dust?
(Notes)

16
Demonstrating the Sauber

___________________

___________________

___________________

___________________

___________________

___________________

___________________

17
 Demonstrating the Sauber

Once the customer has taken a seat we need to start with

the powerhead utilizing the FBY formula:

Powerhead:

Demonstrate the strip test to show hair/fluff removal, along

with the wide cleaning action.

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

S. ____________________________________________

____________________________________________

____________________________________________

C. Yes.

18
 Demonstrating  The  Sauber  (cont’d)
Powerhead  (cont’d):

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. ____________________________________________

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

S. ____________________________________________

____________________________________________

19
 Demonstrating  The  Sauber  (cont’d)
Powerhead Demonstration (Kapok Test):

Standard Head
S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

Powerhead

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

20
 Demonstrating The Sauber (cont’d)

Powerhead Demonstration (cont’d):

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

Let the customer try the powerhead.

S. ____________________________________________

____________________________________________

____________________________________________

C. Yes.
Reseat customer to explain further features

21
 Demonstrating The Sauber (cont’d)
Motor:

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

22
 Demonstrating The Sauber (cont’d)
Warranty & Service:

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

23
 Demonstrating  The  Sauber  (cont’d)
Intelligence Power Control:

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

Filtration:

S. ____________________________________________

____________________________________________

C. Yes.

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

Remove the hose and stand the Sauber on its end to

access the bag.

24
 Demonstrating  The  Sauber  (cont’d)

Filtration - Bag:

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

25
 Demonstrating  The  Sauber  (cont’d)

Filtration – HEPA 1 & Activated Paved Carbon Filter:

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

26
 Demonstrating  The  Sauber  (cont’d)

Filtration – HEPA 2 & Virus Screen:

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

27
 Demonstrating The  Sauber  (cont’d)

Fittings – Hose:

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________
Show how the hose is wider at the machine end.

S. ____________________________________________
Let the customer feel this.

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________
Point out each of these controls and their use.

28
 Demonstrating The Sauber  (cont’d)
Fittings – Hose  (cont’d):

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________
Demonstrate these actions, and let the customer try
for themselves.

S. ____________________________________________

C. Yes.

Fittings – Rod:

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

29
 Demonstrating  The  Sauber  (cont’d)
Fittings – Rod  (Cont’d)

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

Fittings – Intelligent Combination Tool:

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

30
 Demonstrating  The  Sauber  (cont’d)

Accessories – Combination Dust Brush:

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

Demonstrate the storage and removal.

S. ____________________________________________

____________________________________________

C. Yes.

Accessories – Other:

» Crevice Nozzle (Demonstrate  it’s  possible  uses.)

» Radiator Brush (Demonstrate  it’s  possible  uses.)

S. ____________________________________________

____________________________________________

____________________________________________

C. Yes.

31
 Demonstrating  The  Sauber  (cont’d)

LCD Display:

» Largest display on the market

» Large easy to read symbols

Demonstrate various display read-outs.

[Remember to complete FBY - You’ve  stated  the  feature  

give the customer the benefit and the trial close.]

32
 Other Features (Optional)
Cleaning Reach:

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

Construction:

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

33
 Other Features (Optional – Cont’d)

Park System:

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

34
 Other Features (Optional – Cont’d)

Hard Floor Features:

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

35
 Other Features (Optional – Cont’d)

Aroma Feature:

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

Blower Function:

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

36
 Sand Demonstration

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

Vacuum the carpet with the commercial machine

37
 Sand  Demonstration  (cont’d)

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

Vacuum the carpet with the commercial machine and

turbo head.

S. ____________________________________________

____________________________________________

C. Yes.

Set-up the Sauber

38
 Sand  Demonstration  (cont’d)

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

Vacuum the carpet with the Sauber

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

Stop the machine and tip the dirt back onto the centre
of the carpet mat.

S. ____________________________________________

____________________________________________

C. Yes.

39
 Closing

Why Do We Close?

Each close you use, improves your chance of achieving a

sale!

» 1 close equals a 16% success rate (approx.),

therefore 2 closes doubles your success rate, in
this training plan, you will be shown 5 closes.

» 5 closes will give you an 80% success rate!

Close 1: Sequence of the First Sauber Close

Sequence of the Close:

1. ___________________________________________

2. ___________________________________________

3. ___________________________________________

4. ___________________________________________

As this close is delivered it is also to be written on your

notebook/calculator and displayed to the customer.

40
 Closing (cont’d)

Close 1: First Sauber Close

S. ____________________________________________
[Use a pen and notebook.]

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

S. ____________________________________________

____________________________________________

____________________________________________

41
 Closing (cont’d)

Lean in and lower your voice

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

S. ____________________________________________

Close 2: Customer Confirmation Close

C. No,  it’s  too  expensive.

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. I would take the Sauber.

42
 Closing  (cont’d)

Close  2:  Customer  Confirmation  Close  (Cont’d)

S. ____________________________________________

____________________________________________

C. I liked the powerhead.

S. ____________________________________________

____________________________________________

C. Yes.

S. ____________________________________________

C. I liked the motor.

S. ____________________________________________

C. Yes.

S. ____________________________________________

C. The filtration.

S. ____________________________________________

____________________________________________

C. Yes.

43
 Closing  (cont’d)

Close  2:  Customer  Confirmation  Close  (Cont’d)

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes,  that’s  right.

S. ____________________________________________

____________________________________________

____________________________________________

44
 Closing  (cont’d)

Close 3: Certegy/Finance Close

Use a notebook or calculator to show the customer

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. No, I still need to think about it.

45
 Closing  (cont’d)

Close 4: Futility Close 1

If the customer says no because of the price

S. ____________________________________________

____________________________________________

C.  “$1000”

S. ____________________________________________

____________________________________________

____________________________________________

Close  4:  Futility  Close  1  (Cont’d)

C. “$300”

S. ____________________________________________

____________________________________________

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

46
 Closing  (cont’d)

Close 4: Futility Close 2

If the customer says no because of Certegy

S. ____________________________________________

____________________________________________

C. Yes, an iPhone.

S. ____________________________________________

____________________________________________

____________________________________________

C. I  got  the  phone  for  nothing  as  I’m  on  a  plan.

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

47
 Closing  (cont’d)

Close 5: Value Add Close 1

Mattress Demonstration:

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes, definitely.

Do a mattress dem using bi-carb soda and the

motorized hand turbo.

48
 Closing  (cont’d)

Close 5: Value Add Close 1 (Cont’d)

Mattress Demonstration (Cont’d):

S. ____________________________________________

____________________________________________

____________________________________________

C. No.

S. ____________________________________________

____________________________________________

____________________________________________

C. No.

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

49
 Closing  (cont’d)

Close 5: Value Add Close 2

Steamer:

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

Demonstrate some of the steamer benefits, and link

them  to  solving  the  customer’s  cleaning  problems.

S. ____________________________________________

____________________________________________

____________________________________________

C. Really? That sounds great!

S. ____________________________________________

50
 Closing  (cont’d)

If  Still  ‘No.”,  Drop  The  Price

S. ____________________________________________

____________________________________________

____________________________________________

C. Yes.

S. ____________________________________________

____________________________________________

____________________________________________

C. How much would it be?

S. ____________________________________________

____________________________________________

____________________________________________

Close the sale if possible, or proceed to overcome the

objection/drop down the range]

51
 Closing  (cont’d)

If  Still  ‘No.”,  Drop  Down The Range

S. ____________________________________________

____________________________________________

____________________________________________

C. Yes.

The next line is delivered whilst walking towards the

next machine you wish to demonstrate.

S. ____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

____________________________________________

C. Yes.

52
 Closing  (cont’d)

If  Still  ‘No.”,  Drop  Down  The  Range  (Cont’d)

S. ____________________________________________

C. Wow!

Once  the  customer  has  selected  the  machine…

S. ____________________________________________

____________________________________________

C. I’ll  pay  by  credit  card.

Process the sale, and when finalised, install the

machine for the customer

Congratulations!
You are now on
your way.
53