Dallas—To be most successful in today’s marketplace, specialty retailers should excel at offering stronger customer service and a better purchasing experience than consumers may get at a home center—and Quick-Step’s Educational Resource helps them do just that. “The wise specialty retailer should focus on providing personalized service before, during and after the sale,” said Shane Calloway, vice president of North American independent distribution sales for Unilin (Quick-Step’s parent company). “By providing exceptional product knowledge during the selection process, a specialty retailer can ensure the consumer takes home a product that accurately meets her needs.”
A page from the Educational Resource printed piece.“Consumers trust and rely on specialty retailers to be experts in flooring,” said Paij Thorn-Brooks, senior director of marketing for Unilin. “The Quick-Step Educational Resource puts everything a retailer’s customer service rep (CSR) needs to know right at their fingertips. This printed piece not only serves as a guide to help simplify the consumer’s selection process, but it also presents all of the product information needed in one easy-to-carry, convenient format.”
Found in the Quick-Step Educational Resource is comprehensive product information including: specs, features, benefits, price point, design, surface finish, edge treatment, plank size, shade variation, wear-layer, warranty, enhanced performance features, sustainability, quality, texture, embossed in-registration, installation, underlayment, cleaning and accessory molding. The information is accompanied by helpful illustrations or inspirational photography.
To best equip the CSR for successful conversations, the guide also explains how to use the in-store Quick-Step display as an effective sales tool and how to identify which products will most likely match up with a consumer’s particular style and personal design taste. To assist in the selection process the guide organizes products into five color categories and four style categories. The guide also provides helpful hints that a CSR can pass along to customers about Quick-Step product information and design advice found online.
“Now that the economy has stabilized, the non-price features of a product are once again appropriately considered during the consumer’s selection process,” said Thorn-Brooks. “The Quick-Step Educational Resource equips a retailer’s CSR with the knowledge to provide exceptional customer service during the selection process and accurately highlight the attributes, features and benefits inherent in each Quick-Step product. This ensures that a consumer takes home a product that accurately meets her needs, increasing satisfaction and providing a greater likelihood for repeat or referral business.”