Godfreys Retail

Initial Sales & Service Training

Module
Levels of Clean
 WELCOME TO
THE
GODFREYS TEAM
Godfreys Background
Since its emergence in the early 1930s, the Godfreys Group, a wholly owned Australian business,
has developed to become the world’s largest vacuum cleaner retailer of its type, with over 200
retail and franchise stores throughout Australia and New Zealand.
Mr Godfrey Cohen (the group’s founder), began this remarkable success story during the
depression in the 1930s. During this time vacuum cleaners were sold door to door and could not
be purchased in stores. Seeing an opportunity to introduce new distribution channels, Mr Cohen
convinced his father to allow him to use some window space in his furniture shop in Melbourne’s
Bourke Street. It is from these humble beginnings Mr Cohen began to sell reconditioned vacuum
cleaners.
Shortly afterwards, a Hoover employee saw the vacuum cleaners in the shop window and agreed
to sell trade-in models to Mr Cohen. Business flourished and a second store was opened in the
Prahran Markets.
While working in his father’s store, Mr Cohen met his business partner, Mr John Johnston, a
finance clerk in an office above the store. No legal contract was drawn up rather, both men
entered into a partnership agreement on a simple handshake. That spirit of this trust-based
agreement continues today, and has become engrained in the Groups culture.

Mission Statement
“We are Clean”
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 entrenched in the organizations culture. They
encompass

• CUSTOMER FOCUS- Customer satisfaction is Godfreys number one priority. This is achieved by
listening to customer needs, providing guidance and advice and then servicing these needs. This
approach fosters significant loyalty and trust.
• ENTHUSIASM- Godfrey’s employees take pride in both the organisation and the products that 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 used this information to
drive innovation in this sector.
• TEAMWORK- Godfrey’s employees not only have a job, they 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.
Concept selling versus product selling
• This week’s training school is going to involve you learning and using concept selling and role
playing it.
• It is based on the premise of Good, Better, Best (ie levels of clean)
• When followed correctly it will allow you to demonstrate products often in a way that puts the
customer at ease
• It will make it easy for the customer to understand
• It will make it straight forward for the salesperson to deliver
• These concepts will then be linked to the products which will allow the customer to make an
informed decision on the level that suits them

• Every potential customer should see a LEVELS OF CLEAN demonstration every

single time
• You will also learn specific product knowledge.
You will also be shown how to use and work with interest finance options to sell the products
Other Categories
The ‘Levels of Clean’ technique can be used to demonstrate all product

categories including:

• Extractor category enquiries

• Steam category enquiries

• Convenience category enquiries

• Commercial Vac category enquiries

• Robot category enquiries

• Iron category enquiries

• etc. etc. etc.

Training Objectives

By the end of this training module, you will be able to:

1.Generate and maintain successful levels of motivation

2.Build a customer profile

3.Bridge to Levels of Clean demonstration

4.Demonstrate the Levels of Clean

5.Overcome objections

6.Use multiple closes to produce a sale

7.Down sell through the range

Sales Formulas
Attitude / Mindset
Question: What is the most basic requirement for being successful?

Answer: _____________________________.

Having and maintaining a positive mindset is absolutely critical for success. Sales success at
Godfreys is measured by achieving sales & service KPI’s specific to your role. It is important to
know your targets, and to track your performance daily to ensure that you are a success and that
fulfillment of personal goals is achieved.

Where does a great attitude come from?

_____________________

It’s fueled by your desires and dreams to achieve.

It’s driven by your specific goals and targets.

It’s very contagious.

If you are positive and enthusiastic, your customer will become positive and enthusiastic, making
them more inclined to buy from you.
Attitude / Mindset

SALES FORMULA 1
PMA- E
PMA Stands for:
• ________________

The E stands for:

• _________________

Having a positive attitude drives enthusiasm which in turn

drives your success
Attitude / Mindset

How do we generate and maintain PMA-E?

Smile: This displays your Attitude

Be Prepared - Correct standard of personal and store presentation that

reflects the fact “We are selling Cleanliness”

Listen & Be Attentive: This displays your attitude to your customer

initiating positive interaction which enthuses you and your customer.

Engage & Entertain: Give each customer a great Godfreys experience,

that they will not get anywhere else.

Exceed your customers’ Expectations - E.g. carry purchase to the car

Your attitude determines the day you will have.
The choice is yours…

A __________________ = A __________________ = _________

Attitude / Mindset

SALES FORMULA 2

IDC- Our sales road map - The big picture

IDC Stands for:
• Information:____________________________________

• Demonstration:_________________________________

• Comparison:___________________________________
Attitude / Mindset

Sales Formula 3
PSSP

PSSP stands for

P____________S____________ By S___________=___________

A Salespersons duty is to match the needs of the

customer to the features of the product and get them to
say “YES”
Attitude /Mindset

Sales Formula 4

FBY stands for:

F___________B____________Y___________

When selling an item to a customer

• Describe the feature

• Tell the customer how/why that feature will benefit them
• Get the customer to agree with you

Customers will purchase a product when the perceived value of the features
translates into benefits that exceed the price paid
The Enquiry (Ad-Line)
Ad Line Principles
The ad-line is the most important tool of our trade. There are four main reasons for the ad-line:
1. To get the customers into the shop:
• ______________________________________________________________

______________________________________________________________

2. To obtain information:
• ______________________________________________________________
3. To get commitment:
• ______________________________________________________________

______________________________________________________________

4. For comparison:
• ______________________________________________________________

______________________________________________________________
BUILDING RAPPORT

One thing that all great sales people have in common is they gain the customers
trust by building great rapport. What you say is important but HOW you say it is
even more important. Often a sale is lost not because you did not close right at
the end but because you did not build the right amount of rapport at the
beginning.

To build this rapport as quickly as possible, within the first 30 seconds even, you
need to achieve the following:

1. ______________________________________

2. ______________________________________

3. ______________________________________

A customer is more likely to accept YOUR recommendation if they see in you

these 3 traits.
Building Rapport
Correct rapport building practices:
1. Store cleanliness & presentation
1. Windows, shelving, flooring & walls
2. Products – Shampooers, bagless products etc.
2. Your personal presentation
1. Grooming
2. Uniform
3. Your introduction/greeting & completion of sale/enquiry
1. Verbal
2. Body language
3. Acknowledge customer when entering store, even if you are busy
4. Product knowledge
1. Advertising
2. Our range & knowledge of local competitor range

Q. What are some other good rapport building practices?

____________________________________
____________________________________
____________________________________
Building a Profile
Building a Customer Profile

• WHAT IS A CUSTOMER PROFILE?

______________________________________________________________
______________________________________________________________

• WHY DO WE BUILD A CUSTOMER PROFILE?

______________________________________________________________
______________________________________________________________

• HOW DO WE BUILD A CUSTOMER PROFILE?

______________________________________________________________
______________________________________________________________
Building a Customer Profile

FACT- “People purchase items to solve

problems”
THEREFORE- People will only purchase
something if it does something for them
What a salesperson must do is find out the
customers problems and solve those
problems with the features of their products
REMEMBER- No problems to solve NO
features to sell
Building a Customer Profile
Meet & Greet

• _________________________________________________________
• _________________________________________________________

The following questions are to be asked as you walk to the add line location and during the assembly of the add line
process. It must be conversational and not delivered as an interrogation.

Old Vacuum

• _________________________________________________________
• _________________________________________________________
• _________________________________________________________

House

• _________________________________________________________
• _________________________________________________________
• _________________________________________________________

People/Pets

• _________________________________________________________
• _________________________________________________________

Demonstrate the addline, get the customer try and agree to buy the machine

Grab the box of the agreed purchase and work towards the Sauber demonstration area.

Introduce LEVELS OF CLEAN

Building a Customer Profile

Q= Question A= Answer E= Expansion

Meet & Greet

1.Q. “Hi. How are you? What brought you to Godfreys today?”
A. “I am looking for a new vacuum”
2.Q. “Great, have you seen anything advertised or had any brands
recommended?”
A. “I saw a Hoover bagless for $99”

It is VITAL to satisfy the initial enquiry. Grab the add line, put it on the floor and
start assembling it. Continue to profile:
Building a Customer Profile

OLD VACUUM
3. Q. “What vacuum have you been using?”
A. “A Volta”
4. Q. “How long have you had this for and have you been happy with it?”
A. “About 5 Years though it was a bit heavy.”
E“________________________________________________________________
________?”

A. “Yes”
Grab the level 1 floor tool off the addline.
5. Q.“Is this the style of head you had on the Volta?”
A. “Yes, something like that.”
S: “Ok, well let’s plug it in and give it a try shall we?”
C: “Ok.”
Building a Customer Profile

House
Begin assembling the machine.

6. Q. “What size area are you cleaning?”

A. “A 4 bedroom house.”

E.“________________________________________________________________________
____________________________________?”

A. “YES”

7. Q. “Is it mostly carpet you are cleaning?”

A. “It’s about 50/50.”

E.“______________________________________________________________?”

A. “Yes”

8. Q. “How old is the carpet?”

A. “About 5 years” Start sprinkling the bicarb

Building a Customer Profile
People/Pets
9. Q. “Does anybody in the house suffer from Asthma or Allergies?”
Option 1:
A. “Yes my daughter has Asthma.”
E.“_______________________________________________________________
________________________________________________________________?”
A. “Yes”
Option 2:
A. “NO, nobody has allergies.”
E.“______________________________________________________________?”
A. “YES I have noticed that.”
E.“_______________________________________________________________
_________________________________________________________________?
A. “YES it would.”
Building a Customer Profile
People/Pets
10. Q. “Do you have any pets”
A. “Yes, a dog.”
E._______________________________________________________________?
A. “Yes.”

We now demonstrate the addline having already sprinkled some bicarb on the floor
during the profiling process and get the customer to try the machine.

S: “How does that feel?”

C: “That feels great.”
S: “So I’ll fix that up for you?”
C. “Sounds good.”

We now grab the box of the agreed purchase and walk towards the Sauber dem area
LEVELS OF CLEAN BRIDGE

“____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
____________________________________________________________________”

Tell the customer that you are placing their machine on the floor next to the
couch/chairs. Place the box on the floor within easy reach of the dem mat. This
becomes your anchor. At the very least the assumption is that the customer is leaving
with this product today. The reason it is placed within easy reach is to assist in the drop
down process. The absolute minimum you are going to sell is that product!
LEVEL 1 DEM – Suction only

We now go to the sand dem mat & start describing & showing what level 1
cleaning is and preparing for the sand demonstration.

Salesperson:”__________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________”

Rub the sand into the carpet with your foot and IMPORTANTLY keep the
conversation and the flow of the sale going.
LEVEL 1 DEM – Suction only

S. “S: Levels one and two are both suction based technology. We use this twin
motor commercial machine as it has the most suction of any vacuum here at
the store. Now level one has one action, suction. I am going to vacuum this
mat and I want you to tell me when you are happy that it is clean.”
(Highlight to the customer that the TDA is empty prior to commencing and then
go over the mat thoroughly.)
S: “Now you probably wouldn’t spend that much time on one small area of
carpet at home would you?” (Once we are done we turn off the machine & tip
the sand onto one end of the carpet.)
Level 2 DEM – Suction + Rotating Brush

Salesperson: “This is level two. Level two has two actions, suction and a
spinning brush. These are fantastic for removing pet fur from your carpet and
having a dog at home, this will be handy won’t it?

C. “Yes”

S. “These are found on brands such Electrolux, Dyson, Miele, Shark and
Bosch. Let me show you.”

We now vacuum the carpet again with the twin motor commercial machine and
TDA but with the level 2 head going over the carpet 4 to 5 times, once finished
we tip the dirt back onto the carpet near the level 1 pile.S: “So you can see
that level 1 has left some of the dirt behind that level 2 has removed. So you
can see that the Level 2 gives you a better clean doesn’t it?”
Level 3 – Suction + Rotating Brush + Vibration
We use the SAUBER to demonstrate this always. Grab the Sauber power
brush and hold at waist height…
Salesperson: “Now we move onto level three. This is a real changer, and will
change the way you think about cleaning. It has three actions. Suction, a
motor driven brush and the most important part, vibration. The vibration
shakes the dirt and dust from the base of the pile (Use your hands and fingers
to visualise the shaking action of the carpet) as well as removing the pet hair
even more effectively, giving your carpet a higher level of clean.”
Before starting the level 3 dem, show the customer that the visualiser is empty.
After turning it on set it to MAX suction and sit the vibrating brush onto the
carpet without moving it.

Level 3 – Suction + Rotating Brush + Vibration

Let the level three head sit in one spot on the carpet for a few seconds, on full
suction. Then turn off the machine, and place the small pile of dirt next to level
one and two.
S: “Can you see how even in just this one spot level three has removed all the
dirt from the base of the carpet and you can even see where the caret has
been thoroughly cleaned.” “It’s amazing isn’t it?”
C. “Yes”
Finish vacuuming the mat with the Sauber on maximum suction, take your
time, and get your customer to try the machine highlighting how easy it is to
use.

Salesperson: “Now you can see that there is a massive difference can’t you?
That’s why we recommend Level 3 as it is a deep clean, and the best system
for cleaning your carpets.”
S: “So out of those 3 levels of clean, which one do you think will be most
suitable for you?”
C: “Definitely the level 3. But how much are they?” (If the customer does not
ask the price at this point continue Sauber demonstration. Go to slide 38)

S: “Well The way most people buy one is on our take home layby. You only
pay $99 today and then you pay for the machine over the next 6 or 12 months.
The best part is there is no interest ever, and the small set up fee is built into
your repayments. So what do you think, is a level 3 cleaner the way to go?”

Option 1 – No. Option 2 – Yes.

C: That’s great! I’ll need to talk to C- Wow, that sounds
my husband though. fantastic.
(“No way! I’ll go to Briscoes and (i.e.–yes)
spend $100”.)
IF NO
At this point the customer may not be interested in the take home lay
buy or not prepared to spend $599 for an entry point Level 3 cleaner.
If you have followed the plan though you still have value in the Level 2
clean. The main thing here is to ensure that the customer is not made to
feel cheap for not buying the more expensive Level 3 recommendation.

C. “I love it but I might just check with my husband first.”

S.“___________________________________________________________________
___________________________________________________________________?”
C. “Yes.”
S.“___________________________________________________________________
___________________________________________________________________?”
C. “Yes.”
S. “And I know you would love something to get rid of that pet hair quickly and
rejuvenate your carpet! Is that right?”
C. “Definitely”
IF NO
S. “Well you’re in luck! If you think about it, the Level 2 clean will tick all those
boxes for you without you needing to spend $599+.”

C. “Great, well how much are level 2 vacuums?”

S. “Well a level 2 vacuum is available at any price point. What would you be
comfortable with to spend today to get a great level 2 clean? 2-300?”

C. “No more than $250”

S. “No problem. Well I have this great little bagless machine over here that is a
level 2 clean that will suit your needs.”

Proceed to a saviour machine within the agreed price range. You can always
add a turbo head to the add line for an extra $69.95. At the very least the
customer should still be able to purchase what they came in for and still have
had a good customer experience. There is no shame in selling an add line so
long as you have followed this process.

Day 1 – Questionnaire
1. What does PMA - E stand for?

2. Where does PMA come from?

3. What does IDC stand for?

4 What does PSSP stand for?

5. What are the 4 purposes of the Ad-line?

6. Why do we need to build a customer profile?

7. List the profiling questions.

8. What are the 3 main traits of building fast rapport?

 Demonstrating the Sauber
.

Sequence of Sauber Demonstration

 » ______________________

» ______________________

» ______________________

» ______________________

» ______________________

» ______________________

Demonstrating the Sauber.

Introduction.
Salesperson. “Now we have chosen which level of clean you want, it is time to
find the right machine for your home. You told me earlier that you have an
asthma sufferer in the home and that filtration was important to you. You also
mentioned you wanted a reliable machine with great suction that was good for
removing pet fur and a machine that would do a great job on all of the surfaces
you are cleaning at home. The machine I would recommend to do all of these
for you is the Sauber Excellence. It is a European made machine, designed by
Lux in Switzerland.
The main reason I recommend this machine, is the Sauber’s filtration system
is designed specifically with asthma and allergy sufferers in mind, and will
definitely help to improve the quality of the air in your home, as well as
protecting the machine from wear, prolonging its life. Having something that
will help with your wife’s asthma will definitely be a benefit to you won’t it?
C. “Yes”

Demonstrating the Sauber.

Filtration
(Remove the hose and stand the Sauber on its end to access the bag.)
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
Filtration – Mediclean bag
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
C. “Yes it is”

Demonstrating the Sauber.

Filtration – 1st H13 HEPA and Carbon filter
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
C. “Yes”
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________

Demonstrating the Sauber.

Filtration- 2nd long life H13 HEPA & Viral Screen
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
C.”YES”
S: in fact if you wanted to you could actually use this machine as an air purifier
in the bedrooms before the kids go to bed. It will remove the pollen from the air
for hay fever sufferers and it is extremely quiet, as well as power efficient.

Demonstrating the Sauber.

Filtration- 2nd long life H13 HEPA & Viral Screen
S. “Now to back all this up the Sauber is the only vacuum cleaner on the
market that has achieved the recommendation of both The National Asthma
Council of Australia as well as the German Asthma and Allergy Association.
This is the only domestic vacuum in the world to achieve this rating. It is a
100% sealed unit. This means that every bit of air flows through the filtration
system. Having endorsements from highly regarded organisations such as
these gives you peace of mind regarding the health of your family doesn’t it?”
C. “It does.”

Turn the machine over, and show the customer the sticker on the back. This
helps cement the quality of the endorsement.

Demonstrating the Sauber.

MOTOR
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
C. “YES”
S. “Because the motor is so well built the Sauber comes with a 5 year warranty
which will give you piece of mind to know it will last. Godfreys takes this one
step further, giving you a FREE 10 year annual service plan. This means you
can bring the machine in and we will clean, service, overhaul and maintain the
machine for the next 10 years. That way the machine will not only last 10
years, but will perform at the highest level just as it does now.”
S. “The motor is governed by an Intelligent Power Control (IPC) unit. This
adjusts the suction automatically for different surfaces, giving you the best dirt
removal, from the lowest power consumption prolonging the life of the
machine. An effective vacuum cleaner is a necessity so having one that lasts
is important isn’t it?”
C.’YES”
To show case the strength of the motor open the Vacuum and remove the
bag. Hold the machine onto a solid wall or box and turn the machine on. Let go
of the machine and let the suction of the motor hold it onto the wall. Do this for
approx. 5 seconds before turning the machine off and catching the machine.
Note if you go too long the machine will over heat. Wait for the wow factor.
Demonstrating the Sauber.
Level 3 Powerhead
S. “ Now you have seen how this machine picks up all the deep down allergy
bearing dust and dirt from the base of your carpets, let me show you how it
performs on the surface.
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
C. “Yes.”
S. “Well the motorised brush on this machine is the perfect tool for removing
the pet hair & it will do this from edge to edge thereby cutting down your
cleaning time.
Spread some Kapok onto carpet approx. 1 metre wide X 30cm deep
S. “What I am going to do is clean this carpet with the level one machine. Now
we all vacuum in a W shape, because we think we are covering the full width
of the tool”
Vacuum the caret in a large W shape using the level one tool with the twin
motor commercial machine on full suction.
Demonstrating the Sauber.
Level 3- Powerhead
S. “You can see straight away that with a level one cleaner, we are only
covering a 5-6cm width. Now you have to agree that if we were to clean a
whole house like this, it would take a very long time wouldn’t it?
C. “Yes”
S. “Let me show you how the Sauber does the job.”
Vacuum the same W shape on the carpet, using the machine on full suction.
You should have a much wider W on the Kapok.
S. “The Sauber has done a much better job of removing this pet fur hasn’t it?
That will definitely cut down your cleaning time, and make getting rid of the
dog’s hair a lot easier won’t it?”
C. “Yes”

Demonstrating the Sauber.

Fittings – Hose
S. “The Sauber’s braided hose is unique. It is what we term a dual 360 degree
swivel non-serrated hose
(Show how serrated hose can cut away at painted surfaces or even ‘grate’ at
furniture this is done by using a standard hose against a chair leg or edging.
Running the serrated hose like a file across the surface. You then repeat the
process using the Sauber hose highlighting that there are no scratches or
marks).
S: It is also tapered to minimize blockages. The handle has a soft-touch grip
(let the customer feel this and agree that it is comfortable.) which makes
vacuuming a more comfortable process, and houses the direct control
switches, to start and stop the machine, adjust the suction settings, and to
operate the electric powerhead. The hose is so easy to connect and remove
from the machine and rod with its patented push and draw connection system.
(Demonstrate these actions, and let the customer try for themselves. Hold the
machine up by the Hose and spin the machine into full 360 degree circles.

Demonstrating the Sauber.

Fittings - Motorised Hand power head
S: Remember how you said…. (problem). Well this is the only machine that I
know of that also comes included with a motorised hand held powerhead
which will be great for cleaning the car, mattresses, furniture and stairs. Let me
show you.”
Spread some Kapok on chair/couch and let the customer use the hand held
powerhead to clean it.
S. “You can see how that will make cleaning easier and more efficient don’t
you?”
C. “Yes.”
S. “You can also connect it to the rod to clean stairs but also to very quickly
clean under a fitted sheet without having to pull the bed a apart.”

Demonstrating the Sauber

Fittings – Rod
S. “The integrated aluminum extension rod adjusts easily to the perfect height,
and connects to all of the cleaning accessories with the same patented push
and draw connection system. The internal seal system prevents the
adjustment mechanism from jamming. It also has a soft touch tip at the end so
as not to scratch or mark the areas that it is used in. (Show the customer the
tapered end and run it against the wall with minimal pressure highlighting no
marks.)
S. “You’ll notice that the shape is tapered to fit round a cornice or into a sliding
door track. To me this highlights that the makers of this machine have thought
of absolutely everything. No other machine in the show room has a finish like
this. The manufacturers want every component to be the very best it can with
no short cuts so you know you are getting a great product don’t you?”
C. “Yes.”

Demonstrating the Sauber

Fittings – Intelligent Combination Tool
S. “In addition to the carpet and hard floor setting, the combination tool
includes an intelligent “automatic” setting which delivers just the right amount
of brush pressure for all surfaces. This helps to remove fluff on the carpet, and
is gentler on high polish floors to protect the shine.”
Demonstration – Attach the floor tool to the BEP and after turning it
on place a ruler under the mouth of the floor tool.
S. “You see how the brushes automatically adjust depending on
the airflow through the head. That will make vacuuming a lot simpler won’t it?”
C. “Yes”

Fittings – Extra Tools

S. “Having an asthmatic at home, you need a vacuum that can effectively
clean more than just the carpets don’t you?”
C. “YES”
S. “The Sauber comes with an extra-long crevice nozzle (compare to a
standard crevice nozzle) with this radiator brush attachment. This is great for
sliding door tracks and window frames. The radiator brush is shaped
specifically to quickly remove cobwebs and loosen lint. It’s ideal for down
beside the fridge, washing machine, back of the dryer, under a dish washer
and is particularly good at removing the fluff from the leg of a dining room
chair. It is also fantastic for cleaning air-conditioning vents. This will be
excellent to use won’t it?”
C:“Yes.”
S. “Now this is one of my favourite tools. It is called a 2 way winged dusting
brush and if you notice how long and soft the bristles are compared to a
standard one, (compare to a standard dusting brush) these will be a lot better
on your delicate furnishings on things like Plasma TV screens, computer
keyboards and stereo systems. You can then turn it around and it becomes an
upholstery tool or carpeted stair cleaning tool which will make it very versatile
won’t it?”
C. “Yes it will.”
Cleaning Reach
S. The length of the hose & rod combine with a ‘super-reach’ cord to give you
a massive 12 metre cleaning reach. There is nothing worse than getting half
way up the hallway and running out of cord. Even worse still when you are less
than a foot from the wall and you have to go back and unplug. I used to hate
that. (Demonstrate the reach of the cord by pulling the cord slowly extending
your arms out to full reach as you take the flex from the machine and wrap it
into smaller loops. Create illusion of a never ending flex. Then once you have
all the flex in your hand walk as far as you can away from the machine while
still holding onto the flex. Be sure to capture the customers attention at this
point. If you are in a shopping center head out the door towards the
neighboring tenants store). Remember a picture is a 1000 words
S: So with 12 meters of reach that’ll save you heaps of time and hassle
changing power points, won’t it?
Stand on the cord retract button using your foot.
S: “The cord retractor has a foot pedal so you don’t have to bend down. The
retractor has a braking mechanism so the cord won’t fly in too fast and mark
walls or hit your legs.
Park System
This is demonstrated by placing the floor tool in the parking slot on the side of
the machine causing the machine to shut down.
S: You know when you are vacuuming and you need to stop to move
something out of the way, the kids want you or the phone rings?
C: Yes
S:” Well you pop the floor tool into the slot and the machine automatically turns
off. The machine goes into sleep mode and comes back on when you remove
the floor tool again. If you leave it for more than an hour it will shut down
completely.
This is really good for people with bad backs. You no longer have to put the
hose on the ground and don't have to bend over to pick it up”.
Place the hose on the ground and demonstrate the bending action to the
ground with one hand placed on your lower back as you bend over.
Remember a picture is worth 1000 words
S : There is also a second park at the rear easy storage.
Construction
» Stainless Steel wrap with anti-fingerprint surface
» Soft-touch furniture protector.
S: “The body is a Stainless Steel wrap and has Soft-touch furniture protectors
along the sides. It’s amazing how many times we see marks all over
customers vacuums from hitting walls or furnishings when they bring them in
for repair. The manufactures really have thought of everything when building
this machine Haven't they?
C: “Yes it is impressive”
S: “Of course as I said earlier everything on the machine is covered under
warranty for a full 5 years. It really is built to last”.
Hard Floor Features
S: “The Wheels are soft touch to prevent marking on your hard floors. The
front guide wheel is spring loaded and includes a 360 degree swivel. Should
the machine get dropped of a step or stair or even when you are getting it out
of the cupboard it will bounce on the spring wheel and wont damage the
machine. It also comes with Soft-touch end pads for sitting vertically on hard
surfaces”
Demonstrating the LCD Display
LCD Display
» Largest display on the market
» Large easy to read symbols
Push the plus and minus buttons at the same time to bring symbols to the
screen Demonstrate various display read-outs stating the feature and the
benefits
Blower Function
S: “One of my favorite features of this machine is the Blower function”.
 At this point be sure to plug the hose into the top of the machine and get the
customer to feel the strength of the airflow. Remember a picture is worth1000
words
S: “Most people use this reverse the airflow in the hose in the unlikely event of
a blockage. It is also used to blow the dust away from an area that the suction
won’t get to into an area where it can be vacuumed up. It is fantastic for
blowing up air bed mattresses, Balloons and can even be used for blowing
leaves away from doors or footpaths.
Swiss Aroma Feature
S: “Have a look at this. The machine also comes with a perfume compartment.
It’s called the Swiss Aroma. You drop the perfume tablet into the tray here and
the air that is returning to the house picks up the pleasant scent. Some
customers create their own tablets with the fragrance of their choice.
Time for another close
Alternate Dems - Chair Demonstration
We utilise this demonstration to draw attention to the fact that protein-based
dirt accumulates in mattresses, soft furnishings not just in carpet
S. “you said earlier that you were concerned with your (problem) Well the
Sauber is also able to clean all your mattresses and soft furnishings, which
removes all the protein-based dirt as well as dust mite faeces and bacteria.
Obviously removing these items would be good for not only the furnishings but
your family’s health as well wouldn’t it?”
You now vacuum the chair with the standard upholstery tool giving it a good
work out. You then set up the powerhead or hand turbo with the Sauber
visualiser to produce the dirt out of the furnishing.
S. “That’s disgusting isn’t it?” “We do this all the time on these chairs. Imagine
the first time you do it at home? You will get out about a fistful of fine powder
which is 60-70% human skin. Getting this out is very important for eliminating
the food source for virus and bacteria which will protect the family’s health
won’t it?
Alternate Dems – Mattress Dem
This demo is done in the same fashion as the chair demo but instead requires
the miniature mattress, a fitted sheet as well as bicarb.
S. “you said earlier that you were concerned with your (problem) Well the
Sauber is also able to clean all your mattresses and soft furnishings, which
removes all the protein-based dirt as well as dust mite faeces and bacteria. If
you think about it, you spend 1/3 of your lifetime on your mattress so this
bacteria laden dirt in the form of dead skin cells falls off our bodies and ends
up being stored in your mattress.”
Sprinkle some bicarb on top of the mattress with the sheet already fitted. Rub
the bicarb in so it penetrates through the sheet. Pull the sheet gently back and
you now vacuum the mattress with the hand turbo with the Sauber visualiser to
produce the dirt out of the mattress.
S. “That’s disgusting isn’t it?” “We do this all the time on this mattress. Imagine
the first time you do it at home? You will get out about a fistful of fine powder
which is 60-70% human skin. Getting this out is very important for eliminating
the food source for virus and bacteria which will protect the family’s health
won’t it?”Closing
Closing
Why Do We Close?

Closing is all about reassuring the customer that they are making the correct
decision in accepting your recommendation. By using multiple closes you are
increasing your likelihood of getting the sale. Each close you use, improves
your chance of achieving this goal

1 close equals a 16% success rate, therefore 2 closes doubles your success
rate, in this training plan, you will be shown 5 closes plus some alternate
closes that may be used.

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

Close 1: Sequence of the First Sauber Close
Sequence of the Close:
1.Guarantee (5 Years & 10 Years Free Annual Servicing)
2.Price
3.Trade-in (If applicable)
4.Close
[As this close is delivered it is also to be written in your notebook and
displayed to the customer. This increases the impact of the close and the
probability of an up-sell.]
Close 1: First Sauber Close – Breaking down the price
S. “Here I’ll show you how it works out.”
[Use a pen and notebook.]
______________________________________________________________
______________________________________________________________
______________________________________________________________
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C. "YES”
S. “This machine is only $1899 but even if this machine only lasts ten years
that’s only $189.90 a year for something that’s going to…
[Fully summarize customers cleaning problems] …
S. “It's got to be worth at least $3 a week, doesn’t it?”
C. “Yes.”
S. “OK, let’s fix that up for you then!”
[If “yes” then close the sale. If “no”, then go to the “customer confirmation
close”.]
Close 2: Customer Confirmation Close
[This close sets up the other closes, should they be needed. After the Sauber
close, if the customer says “no”, it is usually a price based objection, and this
is how you can overcome it.]
The Customer Confirmation Close serves three purposes:
1. It breaks all of the possible objections down to just 1 – price.
2. It gets the customer to sell the machine back to themselves in their own
words.
3. It leads in perfectly to the Certegy Close.
Close 2: Customer Confirmation Close (cont.)
Details of the Customer Confirmation Close…
C. “No it’s too expensive.”
[You must agree that $1899 is a lot of money – NOT that it’s too expensive.]
S. “Ok. I agree $1899 is a lot of money, but do you like the machine?”
C. “Yes
Close 2: Customer Confirmation Close (cont.)
[This is where we need the customer to sell the machine to them self, with an
opportunity for you to reinforce the benefits of the Sauber. Encourage the
customer to name 3 of the main items they liked about the Sauber.]
S. “What is it that you liked best about the Sauber?”
C. “I liked the powerhead.”
S. “Well that is certainly going to get the pet hair off of the carpet, isn’t it?”
C. “Yes.”
S. “What else did you like about it?”
C. “I liked the motor.”
S:”Suction is why you buy a vacuum, isn’t it?”
C: “Yes.”
S: “Was there anything else?”
C: “The filtration.”
S: “With an asthmatic in the house it certainly makes sense, doesn’t it?”
C: “Yes.
Close 3: Certegy/Finance Close
Details of the Certegy/Finance Close
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
C: “Yes. That’s right.”
S. “Well why don’t you do what most people do and take it on our take home
lay-by.”
[Regardless of their answer, politely continue and show the customer the
finance breakdown on paper]
(Make sure you use a pad/notebook or calculator)
______________________________________________________________
______________________________________________________________
______________________________________________________________
C. “It sounds ok.”
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
C. “No, I still need to think about it”
Close 4- Value add
Value adding is a great way to offer your customer a great deal without
discounting the machine. It also creates more value for the customer.
S. “You were saying before that you had some hard floors at home, as well as
carpets. How are you cleaning those at the moment?”
C. “A mop and bucket.”
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
C. “Ok”
Demonstrate the Hoover steam mop, highlighting the benefits of the product to
the customer, relating each feature back to your customer profile.
S. “So how do you like this mop?”
C. “It’s really good.”
S. “How would you like to have this mop for free today?”
C. “Sounds great, but what’s the catch?”
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
If the customer says yes, take both products to the till and proceed with
payment. If no, continue to the next close.
If you need to drop the price
If the customer is not interested in the giveaway then you may need to drop
the price:
S. “So you are happy with the machine aren’t you? It is going to solve all your
cleaning problems, but it’s just the price?”
C. “YES”
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
C. “Depends on the price.”
(You have options here but offering the demo model is a good way to justify a
discount)
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
Dropping down the range
VITAL!
Your goal is to get a sale today so if at any point the customer is walking away
you need to drop back and consolidate the sale. You should always drop step
by step, as the customer may agree to a machine at any of the price points
down the range. Do not drop straight to an allergy/mode/vogue.
C. “No I still won’t spend that much on a vacuum. Let me have a think about it
and I’ll come back.”
S. “Ok obviously you like the performance of the Level 3 head so it really is
just the price of the machine isn’t it?”
C. “YES”
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
C. “That sounds pretty good what is that one?”
Finalize the Sale
[Once the customer has selected a machine.]
S. “How would you like to pay for it cash, credit card or our take home lay-
buy?”
C. “I will pay by credit card.”
[Process the sale, and when finalized, offer to take the machine to the car for
the customer.]