Cabinet Training Internal Resource Guide

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CABINET TRAINING INTERNAL RESOURCE GUIDE

TABLE OF CONTENTS

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Cabinet Terminology Cabinet Appointment Preparations Cabinet Escalation Flow

CABINET TRAINING INTERNAL RESOURCE GUIDE

This Cabinet Training Internal Resource Guide is designed to provide Sage employees with a comprehensive understanding of cabinet products and installation, ensuring they are equipped with the knowledge required to effectively support the project and respond to inquiries from customers, retailers, and installer partners.

CABINET TERMINOLOGY

This section provides an overview of basic cabinet terminology, introducing the key parts commonly referenced in cabinet projects to ensure familiarity with the terms used when managing such projects.

CABINET TERMINOLOGY

KEY: BASIC CABINET PARTS The Kitchen

Crown Molding - Elaborate moldings placed on the top or crown of Tall and High cabinets for decorative purposes.

Skin Panel - Skin panels cover the unfinished sides of the cabinet so that they will match the paint or stain chosen for your cabinet doors. Skin panels are attached to the unfinished cabinet sides so that they sit flush with the edge of the face frame.

End Panel - The panel visible at the end of a row of cabinets finished to match the front cabinet profile.

Toe Kick - Molding pieces placed beneath kitchen cabinets for decorative purposes.

Wall Cabinet - Also called Upper or Wall-Mounted Cabinets. These are the cabinets that are hung on a wall over appliances and countertops.

Base Cabinet - Also referred to as Lower Cabinets. The foundation of any cabinetry configuration, these can support countertops of all types, additional cabinets, as well as appliances. For bathrooms, base cabinets provide the foundation for vanities and much needed storage.

Sink Base - A floor-standing cabinet designed to support a kitchen or bathroom sink and provide storage underneath, often featuring a “false” drawer front to accommodate plumbing.

False Drawer - A decorative panel, or drawer front, that has the appearance of a working drawer but is not attached to a functional drawer box.

Appliance Panel - A decorative facade designed to attach to the front of a panel-ready appliance to create a seamless look with the surrounding kitchen cabinetry. This custom panel matches the style and finish of the adjacent cabinets, effectively hiding the appliance’s standard exterior to integrate it smoothly into the kitchen’s overall design.

Pulls - also known as a cabinet handle, is a piece of hardware with a bar-like or elongated design that attaches to the surface of a cabinet door or drawer at two or more points, allowing for a more substantial and comfortable grip to open or close it. (See also knobs)

CABINET TERMINOLOGY

Base Cabinets

Base Cabinet

• Height : Minimum of 32 inches to a maximum of 38 inches. 34.5 inches is the standard • Width : range from 12 to 48 inches in 3 inch increments • Depth : 24 inches

1. Back – The rear vertical surface used to mount the cabinet to the wall.

2. Drawer Box - The primary structural container, consisting of a front, back, bottom, and two side panels, that slide in and out. 3. End Panel - The panel visible at the end of a row of cabinets finished to match the front cabinet profile. 4. Face Frame – The structural portion of the cabinet to which doors are attached, consisting of both rails and stiles. 5. Floor (Bottom) - Fundamental part of a cabinet that provides the base as well as support for storage. 6. Shelf - A horizontal surface of various materials that provide space to store or display items. They can come in adjustable or fixed, as well as varying depths.

7. Toe Kick - Molding pieces placed beneath kitchen cabinets for decorative purposes.

CABINET TERMINOLOGY

Wall Cabinets

Wall Cabinet

• Height : 12, 18, 30, 36, 42 inches • Width : 9 to 36 inches in 3-inch increments • Depth : 12 or 24 inches • Standard mount distance from base of wall cabinet to countertop height is 18 inches and 24 inches from a cooktop

1. Back – The rear vertical surface used to mount the cabinet to the wall.

2. Drawer Box - Sometimes called a mullion, this is the raised rail in the middle of a door that is enclosed by stiles and rails. 3. End Panel - The panel visible at the end of a row of cabinets finished to match the front cabinet profile. 4. Face Frame – The structural portion of the cabinet to which doors are attached, consisting of both rails and stiles. 5. Floor (Bottom) - Fundamental part of a cabinet that provides the base as well as support for storage. 6. Shelf - A horizontal surface of various materials that provide space to store or display items. They can come in adjustable or fixed, as well as varying depths.

CABINET TERMINOLOGY

Basic Cabinet Terms

• Adjustable Shelves – Horizontally placed storage surfaces that are adjusted by moving clips used to hold the shelf in place. • Appliance Panel - a decorative facade designed to attach to the front of a panel-ready appliance to create a seamless look with the surrounding kitchen cabinetry. This custom panel matches the style and finish of the adjacent cabinets, effectively hiding the appliance’s standard exterior to integrate it smoothly into the kitchen’s overall design. • Base Cabinet - Also referred to as Lower Cabinets. The foundation of any cabinetry configuration, these can support countertops of all types, additional cabinets, as well as appliances. For bathrooms, base cabinets provide the foundation for vanities and much needed storage. • Height: Minimum of 32 inches to a maximum of 38 inches. 34.5 inches is the standard • Widths: range from 12 to 48 inches in 3 inch increments • Depth: 24 inches • Beadboard - Wood paneling that contains vertical parallel grooves to give the cabinet added style and texture • BERP – (Base End Raised Panel) A decorative panel, usually matching the door style, designed to be applied to the side or back of a cabinet, an island for example. • Blind Corner – Any cabinet type that installs next to the corner of a cabinet box setup and has space that is not easily accessed by the cabinet opening. Often, another cabinet is installed next to the corner, hiding the space, known as a blind corner. • Bottom – The floor of the cabinet. On a wall and tall cabinet, the same component is used as the top. • Butt Doors - Two cabinet doors covering a single opening, often employed when the opening is too large for just one door. The edges of both doors nearly meet. • Back – The rear vertical surface used to mount the cabinet to the wall.

• Butt Joint – A joint construction where the edges of two pieces of wood are joined together.

• Cabinet Box - The main structure of the cabinet, typically made of wood or engineered wood.

• Center Panel - A raised or flat panel face of a framed door or drawer front.

• Center Stile – Sometimes called a mullion, this is the raised rail in the middle of a door that is enclosed by stiles and rails. • Concealed Hinge - A hinge attached to the inside surface of the door, so that it is not visible when viewing the front of a cabinet door.

• Corbel – A decorative wooden bracket used as a support mechanism for mantels, bar tops, etc.

• Corner Blocks – Any type of wooden, plastic or metal component used to strengthen any joint. The typical application is where the face frame and end panel are joined.

CABINET TERMINOLOGY

Basic Cabinet Terms (Continued)

• Crown Molding - Elaborate moldings placed on the top or crown of Tall and High cabinets for decorative purposes.

• Deco Strip - Moldings placed on the underside of upper cabinets for decorative purposes.

• Door Profile - Refers to the edge profile in combination with the type of frame a cabinet door has. • Door Styles – A variety of cabinet door designs consumers can choose from when choosing their cabinet doors. Some common styles are: • Arched flat panel (arch can be any of several arch designs) • Arched raised panel (arch can be any of several arch designs) • Mitered flat panel • Mitered raised panel • Square flat panel • Square raised panel • Dovetail Joint – An interlocking corner joint where pins on one piece fit into sockets on a second piece and dovetail together. • Drawer Box - The primary structural container, consisting of a front, back, bottom, and two side panels, that slide in and out. • Drawer Face - The front piece that is attached to the drawer box. Can also be called the drawer front. This is where the drawer handle is attached. • Drawer Glide – The system used to support the drawer in a cabinet and provide opening/closing operation. • End Panel - The panel visible at the end of a row of cabinets finished to match the front cabinet profile. • Engineered Wood – A term used to describe several new types of construction material. Fiberboard, such as MDF and HDF, is more dimensionally stable than solid wood. • Exposed Hinge – A term used to describe a cabinet hinge that is visible from the outside. Some types are barrel hinges. • Face Frame – The structural portion of the cabinet to which doors are attached, consisting of both rails and stiles. • False Drawer - A decorative panel, or drawer front, that has the appearance of a working drawer but is not attached to a functional drawer box. • Edge Profile – Shape put on the outside edge of a door or drawer front.

CABINET TERMINOLOGY

Basic Cabinet Terms (Continued)

• Filler Strips - Strips of panel pieces to fill in any gaps in the cabinetry installation, finished to match the doors, drawers, and trim. • Floor (Bottom) - Fundamental part of a cabinet that provides the base as well as support for storage. • Framed Cabinets - Traditional cabinet construction type, with rails and stiles forming a “frame” at the front of the cabinet box. • Frameless (European/Full Access) Construction - A cabinet without a face frame, where doors attach directly to the cabinet box for more access and a contemporary look. • Full Extension Glide - A type of drawer glide that allows the drawer to be pulled completely out of the cabinet. • Full Overlay Cabinets - Doors and drawers completely cover the cabinet frame, leaving only a small gap between them. This creates a seamless and modern look popular in contemporary and modern kitchen designs. • Fur-Down – A box-out at the ceiling, typically 12” high and 14” deep. Often used for AC ductwork. Kitchen cabinets are installed up to it creating a step effect. Also called a soffit or bulkhead. • High Cabinet - Also called Tall, Pantry, and Utility Cabinets. Create bountiful storage and a dramatic vertical look in space. Typically, High Cabinets are between 84 and 96 inches tall. • Hinge - A mechanical joint or piece of hardware that connects a cabinet door to the frame, allowing it to swing open and closed. • Inset Overlay Cabinets - doors/drawers set flush with the cabinet frame, creating a clean and tailored look. Unlike full and partial overlay cabinets, inset overlay cabinets do not overlap the cabinet frame at all. This overlay type requires precise craftsmanship during installation to ensure proper alignment and operation of the doors and drawers. • Knob - A small piece of hardware, typically round or square, attached to a cabinet door or drawer with a single screw to provide a means of opening and closing the cabinet (see also Pulls) • Knot – A hard node and visible imperfection in any type of wood species, indicating where a branch once grew. • Lazy Susan – A corner kitchen base cabinet utilizing shelves rotating on a center poll for easy access. • MDF (Medium Density Fiberboard) - A common grade of engineered construction material that uses pieces of wood fibers packed into a rigid board. • Melamine – A durable, easy-to-clean, and plastic-like material that covers a piece of engineered wood or MDF. • French Leg – A furniture-grade decorative leg used on the bottom corners of base cabinets.

CABINET TERMINOLOGY

Basic Cabinet Terms (Continued)

• Mortise - A groove cut in a piece of wood, while a tenon is a peg. The resulting joint is created when the two are secured together, typically with glue • Mullion - Also called a Center Stile. A raised rail in the middle of the doors that is enclosed by stiles and rails. • Onlay – A carved or etched decorative ornament installed on the cabinet face. Also referred to as an applique. • Overlay - Refers to how much the doors and drawers cover the face frame: Full Overlay, Partial Overlay (Traditional), or Inset. • Partial Overlay Cabinets - A style where the cabinet doors and drawer fronts cover only a portion of the cabinet’s face frame, leaving a visible frame around the doors and drawers • Pulls - Also known as a cabinet handle, is a piece of hardware with a bar-like or elongated design that attaches to the surface of a cabinet door or drawer at two or more points, allowing for a more substantial and comfortable grip to open or close it. (See also knobs) • Reveal – On a framed cabinet, the distance between the outside edge of the face frame and the outside edge of the door. • Scribe Molding – A generic piece of molding, usually 1/4” thick and up to 1” wide, for the purpose of trimming and concealing any discrepancy where the cabinet meets a sheetrock wall. • Semi-Concealed Hinge – A term used to describe a cabinet hinge that is barely visible from the outside. Some types are called kerf or knuckle hinges. • Shelf - A horizontal surface of various materials that provide space to store or display items. They can come in adjustable or fixed, as well as varying depths. • Sink Base - A floor-standing cabinet designed to support a kitchen or bathroom sink and provide storage underneath, often featuring a “false” drawer front to accommodate plumbing. • Skin Panel - Skin panels cover the unfinished sides of the cabinet so that they will match the paint or stain chosen for your cabinet doors. Skin panels are attached to the unfinished cabinet sides so that they sit flush with the edge of the face frame. • Shimming - Using small pieces of wood or plastic to level cabinets on uneven walls or floors. • Rail - The horizontal components of a cabinet door/drawer frame. • Raised Panel - A door style where the center panel is elevated above the surrounding frame. • Recessed Panel - A door style with a flat center panel, often called a “Shaker” style.

• Slab Door - A flat, single-panel door, popular in modern designs.

• Soffit – A box-out at the ceiling typically 12” high and 14” deep. Often used for AC ductwork. Kitchen cabinets are installed up to it creating a step effect. Also called a fur-down or bulkhead.

CABINET TERMINOLOGY

Basic Cabinet Terms (Continued)

• Soft-Close Cabinet Door – A cabinet door equipped with a hinge mechanism that gently slows and closes the door, preventing slamming and enhancing durability and user experience. • Soft-Close Drawer Slides - A premium type of drawer runner that incorporates a hydraulic or spring-activated damper. This mechanism engages during the final inches of the drawer’s closing motion, slowing it down to ensure a quiet, smooth, and gentle shut.

• Stile – The vertical-framing members of a cabinet face frame or cabinet door.

• Tenon - A piece that is inserted into the groove (Mortise), creating a joint.

• TERP – (Tall End Raised Panel) A decorative panel, usually matching the door style, designed to be applied to the side or back of a cabinet, a pantry or refrigerator end panel. • Thermofoil – A 100% flexible vinyl laminate that is applied to the substrate by using an adhesive or heat and pressure. • Tilt-Out Trays – A popular accessory item ideal for storing sponges and other dish washing supplies. They are plastic trays attached to the back of false fronts at the sink area.

• Toe Kick - Molding pieces placed beneath kitchen cabinets for decorative purposes.

• Valance – A hardwood panel installed above an open area for décor, like desks, sinks, or windows.

• Veneer - A thin layer of real wood that is applied over another material such as plywood or fiberboard. This can be used for finished ends on the outside of cabinet boxes to ensure they match in exterior color and woodgrain. • VERP – (Vanity End Raised Panel) A decorative panel, usually matching the door style, applied to the side or back of a cabinet, a vanity end panel. • Wainscot – A wooden facing or paneling that is generally applied to a wall or large end panel of a cabinet. • Wall Cabinet - Also called Upper or Wall-Mounted Cabinets. These are the cabinets that are hung on a wall over appliances and countertops. • Height: 12, 18, 30, 36, 42 inches • Widths: 9 to 36 inches in 3-inch increments • Depth: 12 or 24 inches • Standard mount distance from base of wall cabinet to countertop height is 18 inches and 24 inches from a cooktop • WERP – (Wall End Raised Panel) A decorative panel, usually matching the door style, applied to the side or back of an upper cabinet.

CABINET TERMINOLOGY

CABINET APPOINTMENT PREPARATIONS

This section will help you to provide customers with clear expectations for preparing their space before both cabinet measurement and installation appointments, and to explain the importance of proper preparation. Why These Preparations Are Important • Accuracy: A clear space ensures correct measurements and avoids errors in cabinet sizing. • Efficiency: Installers can work quickly without delays caused by obstacles or unfinished pre work. • Protection: Climate control and dust barriers protect cabinets, the home, and personal property. • Safety: Removing valuables and securing pets reduces the risks of accidents. • Project Timeline: Prepared spaces prevent reschedules, fees, and costly delays in the project schedule. Consequences of not Preparing the Space • Delays: Technicians may not be able to measure or install as scheduled. • Trip Charges: Missed or unprepared appointments may result in customer fees. • Cabinet Damage: Improper climate control or incomplete pre-work risks warping, damage, or fit issues. • Extended Project Timeline: Reschedules push back both cabinet ordering and installation, delaying project completion.

CABINET APPOINTMENT PREPARATIONS

Cabinet Prep For Measure Checklist

Clear and Accessible Space • Remove obstacles (furniture, décor, appliances, clutter). • Ensure the technician has unobstructed access to all walls, floors, and ceiling areas being measured. • Secure pets in another area during the appointment. “Ready Space” Definition • Existing Cabinets: Measurements can be taken with existing cabinets in place, if walls and cabinet runs are visible. • Remove Cabinets: Not required unless the customer plans to demo before measuring. • Appliances: Leave existing appliances in place unless they are permanently removed. Dimensions will be noted as part of the measure. • Lead-Safe Practices: If your home was built before 1978, please inform the cabinet installer before the measurement appointment. This allows them to take the necessary precautions and follow proper lead-safe procedures to ensure both safety and compliance.

Decision Maker Present •

A person 18 years or older must be present. • Must be able to answer layout, appliance placement, and cabinet design questions. • Must remain available for the entire appointment.

Appointment Management • Contact the installer directly to reschedule if necessary. • Provide at least 24 hours’ notice to avoid a trip charge.

REV 9/2025

CABINET APPOINTMENT PREPARATIONS

Cabinet Prep For Installation Checklist

Clear the Installation Area • Remove all furniture, appliances, and debris. • Remove breakables, valuables, and personal belongings. • Secure pets away from the work area.

Remove Existing Cabinetry (if not part of installer’s scope) • If tear-out is included: Empty all cabinets beforehand. • If tear-out is not included: Remove both existing cabinets and contents. Pre-Work Completion • Complete all painting. After cabinet installation is completed, touch ups should be expected • If electrical is added or relocated, complete prior to cabinet installation. • If plumbing is added or relocated, complete prior to cabinet installation. • Complete structural work prior to installation. • Verify that any modifications (walls, flooring, soffits) are complete. • Lead-Safe Practices: If your home was built before 1978, please inform the cabinet installer if there are children under six or pregnant women in the home. Prepare the Home Environment • Ensure the space to store cabinets is climate-controlled, dry, and moisture-free. • If you have cabinet trim, make sure it is stored completely flat to prevent damage or warping. • Turn off central heating/AC during sanding to reduce dust spread. Cabinet Delivery & Inspection • Be present for cabinet delivery. • Confirm shipment is complete. • Immediately note any exterior damage on delivery paperwork. Temporary Kitchen Planning • Create a temporary food prep area with: • Small refrigerator • Microwave • Accessible water source • Disposable utensils/paper goods • Pre-plan meals during installation. Decision Maker Present • A decision maker 18 years or older must be present and remain available for the entire appointment

REV 9/2025

CABINET APPOINTMENT PREPARATIONS

CABINET ESCALATION FLOW

PROJECT MANAGER ESCALATION RESPONSIBILITIES

Issue received by Project Manager

The Project Manager creates an escalation and identifies who is the responsible party

Project Manager creates an action plan

If the error is on the store/vendor

If the error is on Sage/installer

Escalate to the retail account

Create the resolution

Track escalation to resolution completion

Close out escalation

CABINET ESCALATION FLOW

CABINET INSTALLER ESCALATION PATHS

Damaged Cabinets For Delivery

Quality/ Manufacturing Defects

Measurement/ Layout

Post-install Issues

Missing or Incorrect Parts

Issue: Wrong door style, finish, or hardware; missing panels, trim, or fillers

Incorrect measurements taken, or layout does not match design

Issue: Cabinets arrive scratched, dented, chipped, or with water damage, and exhibit warping, finish inconsistencies, and misaligned doors and drawers. Following installation, hardware loosening and finish peeling occurs

Installer verifies packing slip vs. delivery

Installer notifies Project Manager immediately

Installer to document with photos upon delivery/unboxing and notate on the quality check document

Installer notifies Project Manager and provides correct documentation

CABINET ESCALATION FLOW

CUSTOMER ESCALATION PATHS

SCHEDULING & INSTALLER CONFLICTS

WARRANTY OR POST-INSTALL ISSUES

Issue: Doors misaligning, hardware loosening, and finish peeling after installation.

Issue: Installer delayed, cancels last minute, or conflicts with other trades

Customer contacts retail account/Inside Sales

Retailer contacts Customer Support

Customer Support/Inside Sales asks the customer to document with photos and notate on the provided document

Customer Support/Inside Sales notifies Project Manager

Customer Support/Inside Sales provides photos and the appropriate document to the Project Manager

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