Professional Carpet Selling: Introductory Film (1977)

[Music] So I told him I'd take the account for more money. He came back with an offer today. [Applause] Hey, Ed. There you are. What's going on? Oh, a little party. Looks like you got a swell party. Well, thank you, Jack. I'm glad you and Mary could come. I tried to reach you yesterday. We want to recarpet the downstairs. Oh, great, Jack. Come by the store anytime. We just got in a great new line. Tough, durable nylons. Absolutely beautiful. Terrific. I I went back to their summer medical program. I felt I had to. It's the only way a decent doctor can keep up nowadays. Now look at my company. Yeah. Over there, we've set up a tuition refund for you. We actually pay our staff attorneys to go back to school for special studies. Really? Yes. What's all this about school? Aren't you guys a little old for that? Oh, are you kidding? These days, you're only too old when you're retired. For some of us, that's sooner than we think. Well, you certainly don't have to worry about that yet. I know. Well, I know what he means. Oh, come on. Hey, what would you know? I thought selling was selling. No, not at all. There's a lot going on in carpeting. Oh, well, tell us about it. Huh? I just keeping up with new products as a full-time job. Well, what does a salesman do if he feels he needs a little touching up? Well, I read everything I can get my hands on. Trade magazines, other publications. talk to these salesmen every chance I get and the mills and fiber companies keep us posted with product information. Still, there's no formal study opportunity I know of. You haven't got a seminar. Excuse me. The Bennett. Well, you just met Ed Stevens. Ed's a guy who knows his business. He has to. Ed's business is selling carpet. He's good at it. And as you can see, he enjoys all the benefits of his success. His friends are also successful, very much on top of things. In fact, both Ed and his friends keep up with change. They know that you have to stay in touch to stay on top. But uh frankly, even for a guy like Ed, there are days when uh it's not easy. Martini for you and for you, right? [Applause] Well, this is not the usual way that things get out of kilter for Ed. More often, it's something that happens on the job. And this way, this will be such a good carpet for your summer home. Now, would you like to give me a check? Well, I don't know. Don't rush me. Excuse me for a moment. Good morning. May I help you? Now, you know this carpet is on sale today only. I don't know. Mrs. Morton, think what your friends will say when they see this carpet in your home. I still don't know if it's right. Well, let me tell you something more about it. It's 100% nylon, so it will last a long time. And it's been heat set. What's that? Well, that's a process to help the yarn keep its twist, so it won't matt down. Been having a lot of trouble with carpets that matt down lately. Have you? No. No. I just thought you'd like to know about that. It's also the latest fashion. And not only that, this carpet has been made so that it will shade when you walk on it. Here, let me show you. It's all uneven and blotchy, Marie. Well, nobody bats a thousand. Not even Ed Stevens. But the fact is that two out of every three customers walk out of a carpet store and buy elsewhere. Now, just think of the money that could be made if those lost customers were sold. Even a guy like Ed could use some help. And at this moment, Ed's boss is thinking the same thing. You see, Allied Chemical has just invited him to send some of his salespeople to professional carpet selling, a program developed in cooperation with Xerox Learning Systems. And Xerox has developed highly successful programs for some of the largest selling organizations in the world. uh US Steel, Johnson and Johnson, General Motors. Now, this particular program is geared to take a sales veteran with an already developed technique and finetune him. It can also train new salespeople to operate more effectively. Now, Ed, of course, is a pro, but Ed is the first to admit that now and then he would like to uh move a little faster when it counts. Ed Stevens, 36 years old, career carpet salesman, successful moving ahead, perhaps slower than he'd like. But now we have the technology. We have the tools. We have the program. We can make him better. The Allied Chemical Program makes selling more systematic, more professional than the usual hit or miss method. It speeds up the salesperson's natural growth by helping him to understand that his success lies in the satisfaction of customer needs. how the quicker that he can identify his customers needs, the quicker he can demonstrate that his product can fill those needs. Thus, he makes the sale quicker and more often using a few simple skills it might have taken years for him to develop on his own. The time that you spend with your customer is the most important time that you have. Now, in order to make the most of this time, you have got to have your selling skills in order. Now, this two-part professional carpet selling program is designed to give you further insights and practice in the skills required to sell effectively. And during unit one, we'll work on probing. Probing is the art of uncovering customer needs while you continue to control the selling situation. Next, we'll work on supporting. Now, that means answering the need with a benefit. Now, that benefit might be of the product or of a service that you offer. After that, we'll deal with closing the sale and obtaining a commitment. Now, also during unit one, you are going to learn various techniques of controlling the conversation so you can make it more productive for yourself and for your customers. Now during unit two we are going to examine ways of properly approaching a customer and dealing with the customer's attitudes. Now by attitudes I mean like objections uh skepticism the doubts that your customer may have about uh the product or the services that you're offering. Now, let's talk about how we do this. Inside these kits that you all received, you'll find first these programmed instruction books. And these programmed instruction books present the basic skills that we're looking to develop here. You'll read about each skill and fill in the answers to the printed questions. Uh, for example, probing, the skill of asking questions to uncover customer needs while controlling the direction of the conversation. And you'll check your answers by looking under the book's mask. On top of that, you will find these product profiles of four makebelieve carpet styles. Right? Okay. Now in this program you're going to learn by doing. Now first thing you're going to do you'll study each skill in the programmed instruction books and then you'll practice each skill. Now the way you'll practice is by participating in taped episodes and these episodes have been taken from real sales situations. And finally this is a good part. You're going to use the skills in a real lifelike roleplay situation. Now, in the taped episodes, you'll practice each skill. Karen, this is it. I mean it. This is This is the last story you're dragging me to. I'm starved. For once, can't you forget your stomach? We've got to get this thing settled. Shopping for carpets can be a real hassle, but I'd really like to help you find something you'll be happy with. This guy's ready to walk. Dave better get to the point fast. Probe to find out what they need. Number three. Oh, that's me. Um, I'd um ask him what he's really looking for. An open probe. Since you want this couple to freely discuss their carpet needs, you should have made an open probe. And you'll respond to sales situations similar to the ones that you face each day. Look at that price. Come on, Karen. We're not going to find what we're looking for here. Sounds like price is a concern. You know what to do, Dave. Number four. Uh, I' I'd use a closed probe. I' I'd ask him something like Sounds to me like price is a concern. Is that right? You should have used a closed probe such as, "Well, then you're concerned about price." Now in the role plays, you'll act out the part of either salesperson or customer in a similated sales situation and then the other members of the group will act as observer. Then we'll all discuss the role play when it's over. Now, by practicing your skills in this way, you'll be able to transfer the skills that you've learned into day-to-day practical use. Hi, I'm Steve Burke. Nice day today, huh? Hi. Yes, it it is. Now, what room of the house are you looking for carpet for today? Well, the uh wallto-wall carpeting in the living room dining room area is at least 20 years old and and it's getting very worn out in places. Well, when you replace worn looking carpet, it helps to make a big improvement in the appearance of any room. Now, if we could just talk a bit about uh your needs and the effect you're trying to achieve, I'm sure I can help you find just the right thing. Well, I just haven't seen anything I'd want to put in my house. Yeah. Well, how did you feel using the skills? Well, not bad. Although, I I felt like I might have left something out, you know. Yeah. I felt you didn't probe enough. Yeah. Well, listen. How about you, madam customer? Did you think that he was probing your needs enough? Well, my my profile said I was supposed to make him try to get at my concern for finding just the right color, the elephant gray. And until he did, I wasn't supposed to give him the buying signal. Oh, you should. And that's what you'll be doing. Programmed instruction, taped episodes, and role play. Together, they'll help you learn, practice, and apply your professional carpet selling skills. The program goes to the heart of retail carpet selling and its unique problems, sharpening basic skills and pointing the way to a more effective personal style. It benefits the salesperson and the store by reducing walkouts and thus increasing sales. And the consumer benefits too from an easier, more satisfying buying experience. Right. Oh, that'll be terrific. Okay. So long. Approach the customer. Good morning. I'm Ed Stevens. Well, hello. Hello, Sheridan. Many of our customers who want to create a luxurious atmosphere found Sheridan to be an excellent choice. Well, I don't know. I am looking for carpeting, of course. Of course I am. Otherwise, I wouldn't be here, I suppose. Well, I'm sure we can help you. By the way, the islands must be wonderful at this time of year. Well, how did you know? Oh, my tan. Yes, it is lovely. My son, he's a doctor to redirect conversation. Oh, wonderful probe. What about your carpeting? Are you uh doing your living room something formal? Oh yes, something very elegant and dignified. You see, we are really on the tastefully now. Support her need. Ah, well, I agree with you. Carpeting for a formal living room should be tasteful and conservative. I think so. Yes. And Sheridan would be an excellent choice. There's a wide range of colors. What sort of colors do you prefer? Oh, either dark brown or I like sky blue. You know, my son just got a van. And they're all the rage these days. And he said it was blue, but when I went outside to look at it, it was purple. Oh, yes. You wouldn't believe the deal he got on it. You know, he's a a doctor. Leroy is, and he loves to get away to the beach and to the mountains. His friend got him the deal on the van wholesale. Oh, well, that's wonderful. Vans are very popular nowadays. They are. We were discussing your carpeting. Tell me, are you redecorating an entire room or just doing the carpeting? Oh, no. Just the carpeting. I wouldn't part with my furniture for the world. We got that furniture when we were in Germany. Really? How interesting. Probe more. Would you describe it to me? Well, it's Oh, well, it's kind of Louis the 18th. Yes. That's lovely. Oh, yes. Leroy will really love that. You know, he comes over every Sunday afternoon, each time with a different girl. They all think I'm his sister. He's such a handsome devil. The girls are just crazy about Okay. Close. Okay, now let's go over to the things we've talked about so far. Now, this carpet is a formal saxony, just the right formal look for your living room. It's a stylish chocolate brown. Also, the other important thing we discussed, it's been heat set, so you won't have any problem with matting. And it comes with the Anso full 5-year wear guarantee. I like that. Thank you. Now, would you like to give me a check for uh deposit or would you prefer to use your charge card? Oh, I Mr. Stevens, a charge card, of course. Is that all right? Of course. Leroy says I shouldn't charge, but he's so old-fashioned, don't you think? I mean, there are so many nice stores that accept charge cards these days. Oh dear. Sometimes I think I shouldn't use this purse. I should have taken the green one because the strap broke and I just couldn't have it with me. Cleo said he'd buy me another one. He's such a dear boy. Oh dear. Here it is. How stupid of me. I was looking in the wrong place the whole time. Oh, that's all right. Come on. Just over step over this way. I'm so relieved to have found it. Well, not every sale is going to be closed quite like that. But what if Ed hadn't saved the day? Now, what if he hadn't used the skills, hadn't controlled the situation, probed, redirected? Now, of course, we don't know how it might have turned out, but uh Ed did make the sale. And we do know that right now everyone is a lot happier, especially Mrs. Brown. Oh, yes. Let's have a seat here and we'll be through in a minute. Oh, Mrs. Brown, I'm sure Ed took very good care of you, didn't he? Oh, he was adorable. Thank you, Mrs. Brown. You've made an excellent choice with this carpet. Oh, I'm sure I have. By the way, about your son's van. Well, he'll want to sleep in it, I'm sure, on overnight camping trips with uh friends. Well, we're showing a new kind of carpet that would absolutely be perfect. It's called Anso Soft Hand. Yes. What color did you say his van was? Well, he