Gannett Flow & Rebuttals

IMPORTANT -- ALLOCATE THIS CALL TO GANNETT IN SALESFORCE

 

Mobile Showroom: 

"Our design associate will bring over 3,000 product options in his Mobile Showroom"

"We will show you the ______ options we have in our Mobile Showroom"

#1 in Customer Satisfaction:

"Just so you know, we are rated #1 in Customer Satisfaction on Google, so you are in good hands."

"We are rated #1 in Customer Satisfaction on Google, so you are in good hands."

IMPORTANT -- ALLOCATE THIS CALL TO GANNETT IN SALESFORCE

Call Flow:

  1. Greeting:

    1. “This is ______ with Floor Coverings International, how can I help you?”

  1. Investigate the Branch details:

    1. “What is your zip code?”

    2. Pull up Branch details

  1. Identify Type of Caller Profile:

  1.  

    1. Upfront asks for non-flooring related need (looking for a job, need grout, etc.) à Take message if needed – disposition appropriately

    2. Looking to buy specific flooring product

  2. No Voice / Empty à Hang up – Disposition “Other; no one on the line”

  • Material only (no install) à take/send message

  • Ask about a certain floor

1. Do you carry (certain brand)?

“We can order just about any brand of flooring. Just so you know how our process works, we come to you with our mobile showroom with over 3000 product options, take measurements, and give you a free quote. I am sure we’ll be able to find a floor that meets your needs and style. Would you like to set up a free in-home consultation?”

a. If they keep pushing for particular brand

- “Our calendar fills up very quickly; let me set up a tentative time for you and then I will have one of our Design Associates reach out to you to answer more specific questions”

- If still not willing to make an appointment, take a message

2. Need certain SKU (color, etc.)

"Just so you know how our process works, we come to you with our mobile showroom with over 3000 product options, take measurements, and give you a free quote. I am sure we’ll be able to find a floor that meets your needs and style and your Design Associate can look up that specific sample for you as well at the appointment. Would you like to set up a free in-home consultation?”

                  a. Yes --> Book appointment

                  b. No --> Take message

  1. All Other Flooring Questions/Calling to Book an Appointment

      i.     “Have you used Floor Coverings International before?”

  1. Yes à “Welcome back!”

  2. No à “Great! Just so you know, we are rated number #1 in customer satisfaction and we carry over 3000 product options in our mobile flooring showroom of every flooring type and in every budget.”

  3. Type of project:

    1. “Can you tell me a little more about what you are looking to do?”

                                              i.     Type of rooms (if offered, not necessary to ask)

                                             ii.     Type of flooring

  1. Setup:

    1. Booking: “I’m going to get you set up with one of our design associates for a complimentary appointment.” 

                                              i.     Gather Contact details: Name, Address, Phone

                                             ii.     Make sure to select “Gannett” as the lead source

                                            iii.     Select time & date slot

                                            iv.     Confirm next steps: “Your design associate, ____, will be reaching out to you shortly to introduce him/herself. We look forward to working with you!”

  1. Not-Booking: Passing on to DA: “Can I get a little more information from you so that I can have one of our local Design Associates talk you through options we have?”

                                              i.     Collect Name, Address, Phone

                                             ii.     Mark as GANNETT

                                            iii.     Send message to location

 

 

FAQs:

 

Where are you located/are you local?

 

“We are a local business, however you’ve reached our Customer Service Center because our flooring experts are out assisting other customers.” **launch straight back into script about how process works to avoid further questioning**

 

Tell me more about FCI?

 

“We are the #1 Rated flooring company in North America.  Your Design Associate will be arriving in our Mobile Flooring Showroom® with over 3,000 product options including hardwood, laminate, vinyl, carpet and tile – I am certain we will find the right product for you. We provide you with a quote for full-service Product and Installation for your convenience.​”

 

What are your Covid Safety precautions?

 

“We take COVID safety seriously – you can review the precautions we will take at www.floorcoveringsinternational.com  – your Design Associate can also discuss your specific concerns with you.”

 

Are your associates Vaccinated?

 

“We will be sure your Design Associate discusses this with you before they arrive at your home, so we are certain to meet your needs” (book the appointment)

 

Can you just give me a ballpark? Do you have to come out? ​

“Each flooring project is unique, as are the selections you make.  We pride ourselves on the accuracy of our proposals.  When we give you a quote, our quote is firm and will not change, that requires allowing us to see the space that needs flooring.  We have flooring for every budget from very inexpensive to luxury selections.  You get to choose what’s right for you and your family based on your home’s needs and décor.”

 

What is the price per sq ft? What is the price per sq ft to install?​

“We are incredibly competitive and carry product in all price categories.  Flooring applications vary which is why we need to review the space so we can recommend the right product and provide an exact quote for our product and services.”

 

Do you have any specials going on?

 

“Our Design Associate can go over our pricing and discount programs at your appointment.”

 

Do you have financing?

 

“Yes. Our Design Associate can go over those options with you at your appointment.”