Lowe's Training Pamphlet

First page Table of contents 1 Next page Last page

Lowe's Comprehensive training guide for custom countertop sales

CUSTOM COUNTERTOP TRAINING

GOALS AND OBJECTIVES Welcome to the Sage Surfaces custom countertop training booklet! This crash course on all things countertops will help you become the expert. We are proud to partner with Lowe’s and the exten sive network of talented Lowe’s Kitchen Designers. Custom countertops are detailed, and we want you to have confidence in the products and pro grams that we offer! This abbreviated training can be supplemented with our online library which houses resource guides for each product line.

In this booklet you will learn about our partnership with Lowe’s and local fabricators, how to sell, product knowledge, finishing touches, and our resources.

LOWE’S TRAINING PAMPHLET

This training booklet is available as an online version! These pages can be downloaded and printed as handouts. We recommend utilizing this function for pages such as the prep for template or prep for install documents. How to Bookmark the Booklet to your Browser: 1. Log into Sage Sync • Instructions to log into Sage Sync on page 53

If you don’t have a login, contact customer sevice at: customerservice@ sagesurfaces.com.

2. Click the Resource Guides Tab

3. Click “Lowe’s Training Pamphlet” 4. The resource guide will open in your browser 5. Click the star in the right corner of your browser to bookmark the booklet

TABLE OF CONTENTS

5 6 7 9

PARTNERSHIP Partners PRODUCT KNOWLEDGE Material Comparison Chart allen + roth Quartz allen + roth Natural Stone allen + roth Solid Surface Derivati Porcelain Laminate Traditions Wood Warranty Overview Granite Gold Protection Plan COUNTERTOP PROJECT DETAILS Finishing Touches Plumbing Backsplash

33 34 35 36 37 40 41 42 43 44 45 48 49 50 51 52 53 55 56 57 58 59

Supports & Brackets Overhang Support Chart Seams Virtual Layout Sinks HOW TO SELL Sales Skills Common Sales Objections Overcoming Sales Objections Countertop Journey How to Measure Countertop Design Tool Prep for Template Prep for Install Customer Expectations RESOURCES Sage Sync Platform Countertop Academy Resource Guides Website Customer Experience Frequently Asked Questions

10 12 14 15 16

17 18 19 20 21 22 23 26 27 28 29 30 32

Incidental Damage Tear-Out/Haul Away Polish Unfinished Material Safety Corners Edges Specialty Edges

PARTNERSHIPS

Sage Surfaces was established in 2010 with the goal of being a complete countertop solution provider. Through our partnership with Lowe’s, we are proud to manage the allen + roth, Derivati, Tradition’s, and Lami nate brands. This section will cover a brief overview of our partnerships and brands. For more information about our products please visit www.sagesurfaces.com .

FABRICATOR PARTNER

PARTNERS

• Lowe’s Kitchen Designers: Design & Sell the Countertop Project • Sage Surfaces: Manage the Countertop Sale • Installers: Customer Communications, Template, Fabricate, and Install Custom Countertops

Map of National Fabricator Partners

WATCH OUR PARTNER VIDEO Click Here

PRODUCT KNOWLEDGE This section covers general product knowledge for each of the countertop materials we offer: features and benefits, and crucial information to help set the right product expectations for homeowners.

• Material Comparison Chart • allen + roth Quartz • allen + roth Natural Stone • allen + roth Solid Surface • Derivati Porcelain • Laminate • Traditions Wood • Warranty Overview • Granite Gold Protection Plan

For additional information please view the product line resource guides found in the Sage Sync platform.

COUNTERTOP MATERIALS

MATERIAL COMPARISON CHART

$$$$

QUARTZ Non-porous, Hygienic Does Not Require Sealing Durable Easy to Maintain & Clean Scratch/Heat/Stain Resistant

$$$$

PORCELAIN Non-porous, Hygienic Stunning Designs, Patterns Indoor/Outdoor Easy to Maintain & Clean Scratch/Heat/Stain Resistant

$$$$

WOOD Made in the USA Varnique Furniture Finish Food Safe Scratch/Heat/Stain Resistant

$$$

NATURAL STONE Naturally Unique Designs Installed Already Sealed Easy to Maintain & Clean Durable Scratch/Heat/Stain Resistant

$$ SOLID SURFACE

Non-porous, Hygienic Seamless Appearance Stain Resistant Repairable/Renewable Easy to Maintain & Clean

LAMINATE Budget Friendly Sustainable (FSC Certified) DIY Friendly

In Stock/DIY/Installed Postform & Custom

QUARTZ

About Quartz countertops are made from natural minerals and as a result, variations in color, shade, pat tern, veining, and size are unique traits and to be expected. Additionally, small blotches or random distribution of particulates and directional veining are an inherent part of the overall design and composition and not considered to be defects or product non-conformity. How it’s Made Quartz countertops are made through a man-made process that involves combining and com pressing crushed quartz crystals with resins, polymers, and pigments. Quartz Benefits

EASY MAINTENANCE

STAIN RESISTANT

NO SEALING REQUIRED

HEAT RESISTANT

SCRATCH RESISTANT

NONPOROUS

Finish Options • Polished: Also known as Hi-Gloss. • Concrete: Also known as Honed or Matte. Characteristics

• Hygienic: Non-porous surface prevents unwelcome germs, bacteria and mildew. • Polished: Lustrous surface does not require sealing, conditioning or polishing. • Honed: Commonly referred to as matte, this finish provides a low sheen appearance and may feel lightly textured to the touch. • Durable: Scratch, heat and stain resistant. Things to Know • Seams: A seam is a border/transition line between two pieces of countertops that is filled with a color matching epoxy/glue. Seams are very common in ALL building materials (cabinets, trim, flooring, etc.) and countertops are NO exception. A majority of countertop materials WILL HAVE visible seams without directional/veining, except for Solid Surface colors.

QUARTZ (CONT’D)

• Care: Quartz is a maintenance-free surface that does not need to be sealed. For daily cleaning, use a soft cloth with a mild liquid soap and warm water or use an ammonia-free glass cleaner or any non-abrasive household cleaner that does not contain lemon, ammonia or bleach. To remove soap scum, use a non-acidic soap scum remover. Spills should be wiped up quickly to prevent staining. Non-polished materials and darker colors require more frequent cleaning as they show dirt, dust and marks easier than lighter color patterns. Use hot pads and trivets with heat generating appliances, as well as cutting boards, place mats and coasters to protect your surface from discoloration, scratches and staining. • Inside Corners: Per Quartz manufacturer guidelines, a minimum allowed inside sink and L-shaped corner can be no less than 3/8” radius. • Veining: Customers interested in vein matching or book matching can inquire about virtual lay out options. Please note this option is available in select locations, please reach out to your fab ricator partner for more information. If a customer does not purchase the virtual layout option, vein matching will be at the discretion of the fabricator. Quartz Customer • Someone who is looking for consistency in color and pattern • Looking for trending colors and designs. • Renovating an indoor space (quartz isn’t able to be utilized outside)

PRODUCT KNOWLEDGE VIDEO LINK Click Here

NATURAL STONE

About Natural stone material is quarried from the earth. They are subject to veining and variances in cluding but not limited to color, pattern, shade, particulate structure, surface irregulars, texture irregulars, fissures, pits, or other variances that naturally occur in the stone are common and to be expected. Slab Viewing Customer will contact their Installer to discuss where to view a larger sample of the Natural Stone they have chosen for their countertop. This in-person or virtual slab viewing is their final chance to confirm and approve their choice of Natural Stone. If they decide NOT to view a larger sample of the Natural Stone, they fully and completely understand that there could be a variance of color, texture, pattern in their installed countertop. How It’s Made Natural stone is sourced from international quarries. It is a natural resource, so each slab is unique in pattern, design, and color. allen + roth offers a 30-year transferrable warranty on the sealant with no need to reseal. Natural Stone Benefits Finish Options • Polished: Also known as Hi-Gloss. • Honed: Also known as Matte. • Textured: Also known as Leather, Brushed, Concrete, Suede or Velvet. Characteristics: • Shade Variation: While more apparent in stones with heavy veining and movement, shade vari ation occurs in all natural stones and is more noticeable at seams. • Fissures: A naturally occurring small hairline crack, fissures are “an extensive crack, break or fracture in the rock, which may contain mineral bearing material.”* (*According to The Ameri can Geological Institute.) • Chips: A small repairable imperfection in Natural Stone due to severe impact or fabrication. • Pits/Pores: Small pin hole like variations found in all Natural Stone’s finishes, pits/pores are a common characteristic and do not make the material less durable or otherwise inferior. UNIQUE DESIGNS STAIN RESISTANT EASY MAINTENANCE SCRATCH RESISTANT HEAT RESISTANT NO SEALING REQUIRED

NATURAL STONE (CONT’D)

Things to Know • Sealant: Although some natural stone countertops have to be resealed, our allen + roth natural stone is sealed with a proprietary sealant that provides a 30-year warranty! • Seams: Seams will be filled with a color-matching adhesive that is visible and will be felt. Seams are more apparent on materials with texture and movement. All desired seam locations will be considered, but final placement is up to the discretion of the fabricator. Seam placements are determined based on slab/sheet size, layout, inherent material characteristics, installation requirements and safety. • Care: Natural Stones are mined from the Earth and are natural products. Avoid harsh cleaners or abrasives containing lemon juice or citrus which can etch and dull the finish. For daily cleaning, use a soft cloth with a mild liquid soap and warm water. To remove soap scum, use a non-acidic soap scum remover. Spills should be wiped up quickly to prevent staining. • Non-polished materials and darker colors require more frequent cleaning as they show dirt, dust and marks easier than lighter color patterns. Which Surfaces are Considered Natural Stone? • Granite, Limestone, Travertine, Semi-Precious, Onyx, Quartzite, Marble, & Dolomite Natural Stone Customer • Someone who enjoys the unique pattern and veining • Looking for a one of a kind countertop option • Renovating an indoor or outdoor space. (Warranty does not extend to material used in outdoor applications.) PRODUCT KNOWLEDGE VIDEO LINK Click Here

SOLID SURFACE

About Solid surface countertops are a man-made product usually composed of a combination of alumina trihydrate (ATH), acrylic, epoxy or polyester resins and pigments and as a result, variations in color, shade, pattern, veining and size are unique traits and to be expected. Additionally, small blotches or random distribution of particulates and directional veining are an inherent part of the overall design and composition and not considered to be defects or product non-conformity. How It’s Made • Manufactured and 100% acrylic. Substances are mixed with a powdered filler and various pigments. Under heat, this mixture chemically cures to create a solid material. Solid Surface countertops are described as an acrylic material. • Sheets are cut and sanded to form the desired countertop size. Unlike other countertop materials, solid surface countertops utilize the term “sheet” instead of “slab”. Solid Surface Benefits

EASY MAINTENANCE

STAIN RESISTANT

VIRTUALLY SEAMLESS

WARM TO TOUCH SMOOTH SURFACE

RENEWABLE/ REAPAIRABLE

NONPOROUS

Finish Options • Matte/Satin • Semi-Gloss • High-Gloss Characteristics

• Scratches: Solid surface is renewable and repairable. Use cutting boards and take care not to drop heavy objects on the countertop. Remove minor cuts and scratches with abrasive Scotch Brite™ pads. • Heat: Use trivets and hot pads to avoid placing hot items directly onto the countertop. • Seams: A seam is a border/transition line between two pieces of countertops that is filled with a color matching epoxy/glue. Seams are very common in ALL building materials (cabinets, trim, flooring, etc.) and countertops are NO exception. A majority of countertop materials WILL HAVE visible seams without directional/veining, except for Solid Surface colors. Things to Know • Care: Clean with soap & water, or an approved cleaner on a regular basis. Solid Surface Customer

• Someone who is looking for consistency in color and pattern • A kitchen that would utilize vein matching; ex: waterfall edge • Renovating an indoor space (solid surface is not available for outdoor applications) • Interested in an integrated sink or coved backsplash

PRODUCT KNOWLEDGE VIDEO LINK Click Here

About Porcelain (compact surface) countertops are comprised of raw materials found in glass, porcelain and quartz and fused under high pressure creating a material that is dense and compact. Ideal for indoor and outdoor applications. Veining and movement are only on the surface on most colors, with little to no veining on the edges and cutouts. How It’s Made Porcelain is made from very fine clay that is fired at high temperatures to remove more moisture from the tile resulting in a hard and dense tile. Derivati porcelain is manufactured, and can have the look of concrete, marble, and more! Porcelain Benefits

EASY MAINTENANCE

STAIN RESISTANT

HEAT RESISTANT

INDOOR/ OUTDOOR

SCRATCH RESISTANT

NONPOROUS

Finish Options • Glossy or Matte Characteristics

• Heat: Porcelain is heat resistant. Porcelain can withstand heat better than most surfacing materials on the market. Use trivets and hot pads to avoid placing hot items directly onto the countertop. • Scratches: Porcelain is resistant to scratches and cuts. Use cutting boards and take care not to drop heavy objects on the countertop. Things to Know • Care: Porcelain is nonporous which makes it highly resistant to stains, scratches, and heat. Clean with soap & water, or an approved cleaner on a regular basis. Clean spills as they happen to avoid staining. Avoid waxes, oil soaps, impregnating agents, or other treatments because its application is unnecessary. • Seams: Seams can be more visible on porcelain countertops than other materials. • Pattern: Veining and pattern is not through body. The base color will be visible in cutouts, edges, etc. To allow for pattern to be visible on the edge of the countertop the customer must select a mitered edge. Porcelain Customer • Someone who is looking for consistency in color and pattern • Someone looking for a sleek and thinner material. • Renovating an indoor or outdoor space. (Warranty does not extend to material used in outdoor applications.) PRODUCT KNOWLEDGE VIDEO LINK Click Here

About Laminate countertops are a man-made product that consists of layers of kraft paper with a pro tected decorative layer that provides the color and design. How It’s Made Kraft paper, which forms the core of the material is impregnated with resin and pressed together at high pressure and temperature with a resin impregnated “decor” paper. Laminate Benefits

LIGHTWEIGHT & DIY FRIENDLY

BUDGET FRIENDLY

ON TREND COLORS & DESIGNS

HYGENIC

DURABLE

SUSTAINABLE

Finish Options • Matte • Smooth • Medium Gloss • High Gloss Characteristics • Heat: Hot pans or cookware should never be placed directly on laminate countertops. Hot pads and trivets should be utilized to avoid damaging the countertops. Things to Know • Care: Use a clean, damp, nonabrasive cotton cloth and a mild liquid detergent or household cleaner. Clean the soiled area using a rotating motion. Rinse with clean water, using a clean, non-abrasive cotton cloth. Please take care not to flood the laminate, especially near seams, since water can penetrate and cause the substrate to swell. Dry the surface with a soft, clean, non-abrasive cotton cloth. • Seams: A seam is a border/transition line between two pieces of countertops that is filled with a color matching epoxy/glue. Seams are very common in ALL building materials (cabinets, trim, flooring, etc.) and countertops are NO exception. A majority of countertop materials WILL HAVE visible seams without directional/veining, except for Solid Surface colors. Laminate Customer • Someone who is looking for consistency in color and pattern • Renovating an indoor space (laminate is not available for outdoor applications) • Someone who is interested in a budget friendly countertop option.

About Wood (butcher block) countertops are made from either full-length continuous rails of wood that are glued together or random lengths of finger jointed interior rails (depending on what species of wood is chosen) to form a beautiful rich block style countertop that is unmatched for quality. Due to the natural materials, this unique countertop creation requires specialized craftsmanship that results in an 8–10-week lead time from final measurements. How It’s Made Traditions butcher blocks come from premium quality, renewable and sustainably harvested hard woods from the North American Great Lakes region. Butcher Block Benefits

EASY MAINTENANCE

STAIN RESISTANT

RENEWABLE/ REAPAIRABLE

HEAT RESISTANT

100% MADE IN THE USA

FOOD SAFE

Finish Options • Varnique Furniture Finish Characteristics

• Heat: Although resistant to heat, the use of trivets is recommended for hot pots and pans. Wipe up boiling water and hot liquids promptly to preserve the long-lasting beauty of the wood. • Scratches: While not meant as a cutting surface, minor cuts in the finish can be resealed to pre vent moisture from absorbing into the wood. It is not meant as a utilitarian surface, and although food safe, it should not be used as a food prep station. Customer’s should refrain from cutting directly on the countertop. • Water: The durable satin clear coat finish helps to safeguard against water. Easily remove liquids at the end of each use with a dry clean towel. Things to Know • Care: To disinfect your Traditions butcher block after cleaning use Lysol® or Clorox® Disinfecting Wipes. These wipes are available at Lowe’s, and report to kill 99.9% of viruses and bacteria when used as directed. Protective finish resists common stains and spills. Avoid harsh cleansers like bleach and ammonia. • Reseal: Minor scratches or cuts in Traditions Wood countertops are able to be resealed with EZ-DO Poly Gel. • Seams: A seam is a border/transition line between two pieces of countertops that is filled with a color matching epoxy/glue. Seams are very common in ALL building materials (cabinets, trim, flooring, etc.) and countertops are NO exception. A majority of countertop materials WILL HAVE visible seams without directional/veining, except for Solid Surface colors. Wood Customer • Someone who is interested in made in the USA products • Looking to mix and match materials and utilize wood as a kitchen island top • Renovating an indoor space (wood is not available for outdoor applications)

WARRANTY OVERVIEW

Quartz • 30-year transferable warranty • Warranty is on the material Natural stone • 30-year transferable warranty • Warranty is on the sealant Solid Surface • 30-year transferable warranty • Warranty is on the material

Porcelain • 30-year transferable warranty • Warranty is on the material Laminate • Our laminate program does not offer a warranty Wood • 1-year guarantee against defect • Warranty is on workmanship and material

Workmanship Warranty • 1 Year Workmanship Guarantee: • Seam separation and voids in seam adhesive. • Sink separation from integrated/undermount countertop cutout. What does transferable mean?

If a customer sells their home, the warranty on their countertops can be transferred to the new home owner. They can accomplish this by filling out the warranty transfer form on our website. This can be advantageous for flippers, or customers who are updating their home in order to sell more quickly! How are warranty claims managed? Sage has an internal warranty team who manages all warranty claims and submits work orders when necessary. What does a warranty cover? Our warranties do not cover normal wear and tear in the kitchen. Warranties do not cover against damaged material due to misuse of countertops. This would include damaged natural stone sealer from a customer cleaning their countertops with bleach, or a countertop crack due to dropping a cast iron pan. For copies of the warranty or more information please visit our website at www.sagesurfaces.com.

GRANITE GOLD OVERVIEW

GRANITE GOLD PROTECTION PLAN Granite Gold is the industry leader in countertop protection plans and offers top-of-the-line care and maintenance products. Customers can have a piece of mind by purchasing a 5-year or 10-year Granite

Gold Protection Plan that covers their newly invested countertops from common wear and tear, unlike the manufacturer warranties. The Granite Gold Protection Plans are available in Granite, Quartz, Quartzite, Marble, Limestone, Travertine, Solid Surface, and Porcelain kitchen and bath countertop surfaces and it covers: Frequently Asked Questions

Q: Why does the customer need a plan if they have a manufacturer warranty? A: Manufacturer warranties only cover manufacturer defects in the product. Manufacturer warranties DO NOT cover accidental damage of any kind of stains outside of food & beverage stains. Q: Is the protection plan a one-time charge or do you have to pay a fee for repairs? A: It’s a one-time cost for the life of the plan. With coverage, there are no additional charges or fees if repairs are needed. No trip charges, no deductible. Q: Does the plan cover replacement of the countertop?

A: The protection plan ensures the customer’s stone countertops will be repaired by Granite Gold authorized, professional repair technicians, eliminating the need for replacement. The protection plan is repair only, not replacement. Q: If the company cannot fix the issue, will they refund the plan price? A: Granite Gold has a 100% success rate with repairs; however, if the customer is unhappy with the repair, the customer will receive a full refund of the protection plan by Granite Gold. Q: Is the plan transferable? A: If/when a homeowner sells their home, the protection plan cannot be transferred to the new homeowner. File a Claim The customer can go online (GraniteGoldCares.com) or call by phone (888.574.8358) within 30 days of when the damage occurred, and Granite Gold will process the claim and schedule repair at no additional cost.

COUNTERTOP PROJECT DETAILS

• Finishing Touches • Plumbing • Backsplash

• Tear-Out/Haul Away • Incidental Damage • Polish Unfinished Material • Safety Corners • Edges • Specialty Edges • Supports & Brackets • Overhang Support Chart • Seams • Virtual Layout • Sinks

For additional information please reach out to your local fabricator partner.

FINISHING TOUCHES

CHIP MINIMIZER

Once you’ve chosen the countertop of your dreams, it’s time to select the perfect finishing touches to make your kitchen equally functional as it is beautiful.

OVERHANG BRACKETS

SAFETY CORNERS

Chip Minimizer Prone to dropping things as you wash dishes? Are you concerned you might ac cidentally drop a cast iron pot on the edge of your sink and chip your beautiful new quartz or natural stone countertop? Well, set your mind at ease and add the Chip Minimizer. A slightly rounded edge along the inside of your sink cutout, the Chip Minimizer has been proven to reduce chipping due to impact while adding a beautiful finished edge to the sink cutout. Overhang Brackets Help strengthen your countertop overhang. Extended countertop overhangs are fantastic for entertaining or for family togetherness. Support brackets may be re quired for overhangs 6” or greater depending on material or location and are at the discretion of your fabricator. They provide key support, keeping your stylish countertop safe and functional.

Safety Corners Busy kitchen? Do you have a lot of people in and out of your kitchen? Want to make sure you don’t bruise your hip on a sharp corner? These rounded corners lessen the blow if anyone were to accidently run into them. Practical and beautiful, safety corners will give you added peace of mind.

Custom Virtual Layout* Envision your countertop before it’s fabricated. Would you like to see how your countertop is going to look in your home before it is installed? Our fabricators can create a virtual layout and plan the most stunning use of your slab. If you picked a color with a lot of directional movement, this is a great tool to help ensure the veins and patterns flow correctly across all pieces. With these additions, your countertop is sure to maintain its beauty for years to come.

*Contact your local Sage Fabricator Partner to inquire about finishing touches.

» Watch the video

PLUMBING

Sage Surfaces is excited to announce we now offer plumbing for Quartz and Natural Stone in select markets! These plumbing items, listed below, are available to purchase after template. Please discuss these options with customers and your local fabricator will add to the change order quote. *Contact your local Sage Fabricator Partner to inquire about plumbing.

Plumbing Disconnect

Plumbing connection of each new kitchen or bathroom faucet & drains to new sink

Install new/ existing garbage

Install new/ existing dishwasher & plumbing connection

Install new faucet shutoff valves

disposal & plumbing connection

Benefits for Customer: Help customer complete their project One stop shopping

One stop management One great experience

For more information about the plumbing program, contact Sage Surfaces Support Specialists via Live Chat in Sage Sync or directly at: Email : customerservice@sagesurfaces.com Phone: 704-230-4272

BACKSPLASH

Standard Backsplash Otherwise known as stone backsplash. This backsplash typically extends 4 inches high. For a bold and cohesive look, a matching stone back splash is a great option. Especially for those look ing to avoid grout lines. Depending on the size and the layout of the backsplash, seams may be required. If seams are needed, the quantity and placement is at the discretion of the fabricator.

Full Height Slab Backsplash Full height backsplash creates a dramatic count er to cabinet backsplash. In most cases, full height slab backsplash will require a 2nd tem plate and a 2nd install date after the countertops have been installed. Providing elevation drawing of the backsplash with height measurements to your fabricator estimator is highly recommended for more accurate pricing. Outlet cutouts are a separate cost, so let your estimator know how many there are to ensure it is included in the quote. Outlets will need to be moved out to ac commodate the new stone backsplash thickness. This is the customer’s responsibility. Fabricator does not offer or perform any electrical work.

allen + roth Skyward

EXISTING BACKSPLASH

Occasionally you will have a customer that wishes to save their existing backsplash. This is not always possible, there are several determining factors that can affect a successful outcome. In most cases it is not possible to know how much damage will occur until the tear out is in process. Below are important aspects to consider: 1. The difference in thickness between the existing countertops and the new countertop selection will need adjusted for. 2. The new countertop will sit underneath the backsplash and not be installed “up to” it. 3. It is not always possible to slide the new stone underneath the existing splash for a pleasing out come. In some cases where it is possible, more seams may be needed than would be otherwise. 4. While our fabricator/installers are as careful as possible during demo of the existing backsplash and/or countertops, it may be unavoidable for damage to occur to the existing backsplash and/ or drywall. Backsplash tile is likely cemented directly to the drywall. 5. The extent of drywall damage may be small to large holes depending on how well it was ad hered at the time of installation. 6. Additionally, most of the time it is no longer possible to obtain matching tile for repairing. The drywall repair or possible replacement will need to be addressed separately by homeowner. If you are selling your customer a new tile splash, wall repair can usually be added to their tile job. Check with your tile installer to determine cost. 7. Sometimes it may be advisable for a single row of tile along the bottom to be removed and replaced with the same stone being used on the new countertops . This is considered a “trapped splash” and may require a separate template and install date. 8. The customer should purchase several tubes of sanded or non-sanded caulk that matches their existing backsplash grout. 9. The backsplash repairs, grouting and caulking are to be hired separately. It is recommended to employ an experienced tile installer. 10. We do not recommend trying to save backsplash that is single row. It is more cost effective to replace a single row backsplash. 11. It is common that the exisiting tile is not level. There may be a space between the unlevel exist ing backsplash and level countertop.

REMOVING BACKSPLASH

Setting Expectations: What can sometimes be thought of as excessive damage is actually the norm. The extent of drywall damage may be small to large holes depending on how well it was adhered at the time of installation. See included examples below of normal drywall damage after tile backsplash removal. Countertop removal is a construction project and these photos depict why it is not typical practice for a customer to keep their existing backsplash.

This is an example of how a wall might look after backsplash is removed. The drywall is in tact, but the paint/wallpaper has peeled off. Please note, if their original backsplash was higher than the new backsplash that is being installed, this wall damage will still be visible, and is not the responsibility of the fabricator to fix.

This is an example of large tile backsplash being removed in a kitchen. There are holes in the drywall that will need to be patched before new backsplash is adhered. Sometimes, based on how the backsplash was orignally applied, the wall damage is too severe to apply backsplash material without drywall being repaired. Full height splash cannot be applied against studs. If the customer did not purchase backsplash through our program, it is their responsibility to get this fixed.

This is an example of incidental drywall damage that will need to be patched before any backsplash can be applied. Please remind customers that they will not be able to salvage their current backsplash. The countertop removal process is a construction project. To remove the customer’s current countertop, fabricators typically have to remove the bottom row of backsplash.

INCIDENTAL DAMAGE

Setting Expectations: The customer’s home becomes a construction zone on installtion day. Our team works hard to avoid unnecessary damage, but some incidental damage may occur. The fabricator is not responsible for repairing incidental damage. See included examples below of normal drywall damage during countertop installation. Countertop removal and installation is a construction project and these photos depict the various incidental damage that a customer may expect to occur during installation.

Scuffed or scratched paint, drywall, or cabinets are common types of incidental damage that can occur in homes during countertop install. While it may not be a major issue, it’s still important to address it to maintain the aesthetics and integrity of the home. This damage can typically be remidied by sanding or repainting the affected area.

Dings, also known as dents or small indentations in the wall, can occur due to accidental bumps, objects hitting the wall, or countertop installation.

TEAR-OUT & HAUL AWAY

In many cases, this process of tearing out existing countertops is completed the day of the installation of new countertops. This provides the customers with the minimum amount of downtime without a working kitchen. These photos are examples of the process.

Customer’s current countertops will be removed on the day of install with the purchase of tear-out and haul away. If the customer is removing and disposing of their own countertops they must have this completed the day prior to their scheduled install.

POLISH UNFINISHED MATERIAL

If your countertop will have an overhang larger than 2”, you may feel the underside of the coun tertop that can be rough to the touch or a visible manufacturer logo. Polishing the underside of the countertops can bring out the full color of the countertop surface material and can make for a smooth surface to the touch. Disclaimer: The backside of material that is polished will show swirling due to it being hand polished. Typical Areas Upgraded:

Underside of Kitchen Island

Inside of Waterfall Edge

Polished

Image depicts a polished underside of kitchen island. Polishing the underside of a kitchen island is a great option if the kitchen island can be seen from underneath at certain angles. This option makes the island look finished on both sides of the material.

Image depicts a polished inside of the water fall edge since it is visible. An exposed inside wall of a waterfall edge will be polished, however the underside of the countetop island is not. Contact your local Sage Fabricator Partner to inquire about this finishing touch.

SAFETY CORNERS

Do you have a lot of people in and out of your kitchen? Want to make sure you don’t bruise your hip on a sharp corner? These rounded corners lessen the blow if anyone were to accidentally run into them. Practical and beautiful, safety corners will give you added peace of mind. Typical Areas Upgraded:

allen + roth Angel Ash

EDGES

allen + roth Quartz

allen + roth Natural Stone

Eased

Half Bullnose

Double Radius

Free with countertop purchase

Bullnose

Bevel

Ogee

EDGES

allen + roth Solid Surface

Derivati Porcelain

Porcelain countertops do not have a through body pattern. If a customer wants the pattern to continue on the edge of their countertops, they must select a mitered edge option. (Veining may not flow through the miter edge. Small areas at top of miter will not have vein pattern due to polishing the sharpness of the corner.) Eased Edge does not have a through body pattern, but it does display the modern, thin design of Derivati porcelain which is an attractive aspect to customers looking for something trend forward.

.25 Top and Bottom Roundover

.375 Roundover

.75 Roundover

Bevel

Free with countertop purchase

Top and Bottom Bevel

Eased

Small Ogee

Bullnose

Eased Edge

Large Roman Ogee

Large Ogee

Mitered Edge

SPECIALTY EDGES

Waterfall Edge A waterfall edge is a great finishing touch to add to peninsulas or islands. This on-trend addition continues the countertop material down the side of the cabinets. Waterfall edges are typically utilized with high movement, veined material to add interest to any space. Additional sub-top may be required and is the responsibility of the customer. Please speak with your local fabricator for more information.

allen + roth Calacatta Vera

Mitered Edge A mitered edge is a finishing touch that con tinues the countertop material edge down up to 4”. This creates the look of thicker material and is a great way to upgrade any space. Additional thicknesses are available and re quire a special quote.

SUPPORTS & BRACKETS

Check with your local fabricator to see which support bar colors and sizes are available in your area. Please see the examples below of support bars. Bars are notched into the cabinets or support wall when installed.

Uninstalled Support Bar Flat Bar 10”

Installed Support Bars Shown on Kitchen Island

Uninstalled Support Bar Flat Bar 15”

OVERHANG SUPPORT

To help determine if a countertop overhang requires additional support, please reference the chart below. Two-thirds (2/3) of the countertop need to be supported. For example: 15” raised bar need 10” of supported area. Metal support bars are only available in black, and are not compatible with European Style cabinets, also known as full-overlay. Please check with your local fabricator for any specific questions about your customer’s project.

QUARTZ

NATURAL STONE

SOLID SURFACE

Overhang WITHOUT support Peninsulas & islands WITHOUT cutouts

10”

Overhang WITHOUT support Peninsulas & islands WITH cutouts

10”

Overhang WITH support Peninsulas & islands WITHOUT cutouts

Add plywood subtop OK 10” past support

Up to 10” past support Up to 10” past support

Overhang WITH support Peninsulas & islands WITH CUTOUTS

Add plywood subtop OK 10” past support

Up to 10” past frame Up to 10” past support

Raised bar WITHOUT support

10” but add plywood subtop Add plywood subtop OK 10” past support 10” past support not to exceed 1/3 with of top (customers responsibly to endure supports are of sufficient strength) *Calculate support ev ery 24” in all scenarios* *Raised bars must have pony wall. 3/4” panels will not be approved*

up to 1/3 of with of top up to 10”

10” past support not to exceed 1/3 with of top

Raised bar WITH support

10” past support not to exceed 1/3 with of top (customers responsibly to endure supports are of sufficient strength) *Calculate support ev ery 24” in all scenarios* *Raised bars must have pony wall. 3/4” panels will not be approved*

Raised bar WITH exist ing support *Must be approved*

Spacing/Other

SEAMS

Are Seams Needed? Most vanities and smaller projects are fabricated and installed without a seam. Regardless, it’s best practice to advise a customer that seam(s) may be needed and that the final call is at fabricator’s discretion. The following information may be helpful to explain the possible need for seams: 1. Most kitchens do require at least one seam. A seam in stone countertops will always be some thing you can see and feel. 2. A lot of factors come into play with regard to seams. It is not possible to make a final determi nation regarding seam location and how many seams will be needed until after the template is completed. 3. Seam placement is determined by the Fabrication Shop after template and after the slabs are received. Some factors that affect the need for seams are: 1. Efficient slab yield on products being sold by the square foot 2. Wall locations 3. Weight of the pieces 4. Job site access Fabricators strive to install seams that meet industry-standard or better. Industry standards are in place to make sure seams in countertops are tight and durable. While fabricators will do everything possible to make sure the countertops look great, it’s important to remember that in some instanc es, seams are inevitable. They are also integral to the strength of the stone. Furthermore, while seams may be inconspicuous, they are still not invisible. Seams that meet industry-standard defined as: • Seams that are equal to or thinner than the thickness of a standard business card. • Acceptable height difference between the two countertops are seamed together is equal to or no greater than the thickness of a standard business card. • Seams are color-matched to the countertops to the best of our ability. White or light counter tops usually have a darker seam. • When two countertops meet, seamed or butt-joint, the countertops’ break in color, shading, pattern will be visible. 5. Stone manufacturer recommendations 6. Longest length of an L-shape countertop Setting Expectations

VIRTUAL LAYOUT

You’ve spent the time necessary to pick out the perfect countertop surface material for your space. We can give you peace of mind via a virtual design layout solution. This step allows you to see your countertop layout, veining, direction, etc. before the material is cut, polished and edged. Check with your local Sage Fabricator Partner for availability! Although this is a great option for customers, it is not required.

It is advisable to request a Virtual Layout for any stone that has moderate to high movement and/or color variation. Photo Layout is not advisable on stone with little to no movement or color variation. Please contact your local fabricator for pricing information. How It Works: After template the customer is emailed a picture of their areas showing the layout with the slab(s) that will be used. The customer must approve the layout before the faricator can begin countertop production. The layout process does add time to the overall process. The customer will need to reply promptly to the email to avoid further delays.

SINKS

Some programs offer a free sink with countertop purchase

Sinks Purchasing Options • Purchased through any Sage Surfaces program

• Purchased through Lowe’s • Customer provided sink

Sink Materials

Stainless Steel • Utilitarian • Heat & stain resistant • 16G is more durable than 18G

Quartz • One of the most durable sink materials available • Smooth & nonporous • Easy to clean & heat-resistant • Scratch & stain resistant Acrylic Integrated Solid Surface • Exclusively available for solid surface coun tertops • Creates a seamless appearance • Non-porous • Heat & stain resistant Apron Front/Farmhouse • Exposed front facing side • Available in porcelain and stainless steel • Aesthetic appeal • Heat, stain & scratch resistant • Farmhouse style

SINKS

Sink Shapes

Stainless Steel Sink Gauge What is gauge (G)? • Stainless steel gauge refers to the thick ness • The lower the gauge, the thicker the steel

Single Basin

16 Gauge Sinks • Thicker steel • Long-lasting • Top selling • Low maintenance 18 Gauge Sinks • Thinner steel • Low maintenance

50/50

70/30

30/70

60/40

40/60

Apron Front

SINKS

allen + roth Saddleback

Integrated Solid Surface Sinks • Integrated sinks are available with solid surface countertops. These sinks create a seamless appearance. • An integrated solid surface sink is an incredibly hygienic option. • This is a great option for a bathroom.

Undermount Apron Front Sinks • Must be set in place prior to template • May require cabinet modifications; fabricator partners are unable to make modifications to cabinets- this will be a responsibility of the customer to have completed prior to template.

allen + roth Midnight Sky

Undermount Sinks • Sink is fastened to the underside of the countertops. This is the most popular sink option.

Top Mount Sinks • A top mount sink has the lip on top of the countertop. • Utilized with laminate countertops.

HOW TO SELL

We are thrilled to have you as part of our team! The custom countertop industry is detailed, so we have put together an overview of how to sell to help get you started as a Designer! • Sales Skills • Common Sales Objections • Overcoming Sales Objections • Countertop Journey • Programs • How to Measure • Prep for Template • Prep for Install • Countertop Design Tool Overview For additional training on how to sell please reach out to your Sage Surfaces sales manager or local fabricator partner! We are always happy to assist in building your career and are eager to answer your questions.

SALES SKILLS

You are the custom countertop expert! • Take advantage of our Resource Guides! These online books aid in the selling process. • Utilize your selling walls to allow your customer to view all of our options in person. • Be confident in your relationships with Sage Support Specialists and your local fabricator. We are here to help YOU! Approaching the B word with customers... • Instead of asking your customer what their budget is, ask them what kind of investment they are looking to make. • Your customer sought you out! You did not have to generate this lead. Assist the customer in creating their dream kitchen; you can always scale back the final choices to fit within the invest ment they are wanting to make. Listen & Advise • Is your customer a DIYer? Direct them to our Small Projects or Laminate Product Only Programs. Once in a lifetime sale! • On average, countertops are replaced 1.5 times in an individual’s lifetime. • Your customer may never have been through this process before. Arm them with the template and install checklists to ensure they know expectations at each appointment. • Have a goal of earning your customer’s recommendation to their friends and family. Build a relationship wth Sage and Fabricator Partners. • Avoid unnecessary delays by communicating with Sage Surfaces Support Specialists. Stay up to date on lead times and material situations. Contact them by phone at 704-230-4272 or by email at customerservice@sagesurfaces.com . • Keep the customer in the loop about their project and get in front of any situations that may arise. • Know the customer’s preferred method of commuication.

You can find all documents in the Document Library in Sage Sync. Please see log in instructions on page 49.

COMMON SALES OBJECTIONS

COMMON SALES OBJECTIONS 1. “It’s out of my budget!”

a. Discuss Lowe’s payment plan options. b. Remind customers about our promo offers.

i. Our promos are available to view on our website. ii. You will receive a promo email sent from Lowe’s. iii. Signage reflecting the promos will be sent to stores for display.

c. Show the customer lower cost material options.

i. Please refer to the material comparison chart. ii. Retail pricing is available to be viewed in LPM, on IME, or on the selling wall. d. Explore alternate backsplash options. e. Explain how purchasing our products is more cost effective than purchasing through an independent fabricator/contractor. i. We only utilize Grade A material. ii. We offer workmanship and product warranties. iii. Our fabricators adhere to contracted timelines. iv. Our fabricators are background checked and observe our strict safety/craftsmanship guidelines. v. Sage Surfaces Partnership benefits to customer: 1. Dream Project Tracker 2. Customer Experience Videos a. Order Received b. Template c. Install d. Care & Maintenance e. Finishing Touches 3. Sage Support Team a. Our Support Team is your #1 contact for any and all questions! f. Their purchase is backed by Lowe’s, a company who has been in business since 1921. i. A+ Better Business Bureau Rating. ii. Offers the customer stability and peace of mind. iii. Customers can rest assured that even if they need assistance with their tops in 50 years, Lowe’s will be around to help them. 1. This is unlike local fabricators who could go out of business. 2. “I’ve never heard of this brand!” a. Sage Surfaces manages the allen + roth, laminate, Traditions, and Derivati brands at Lowe’s. i. We offer warranties on all of our materials. ii. We only utilize Grade A material. iii. We have an extensive color offering. 1. Show the customer our product line resource guides. 2. Show the customer our selling wall in store. 3. Show the customer our website with our entire offering, both in-store and online. iv. Show the customer our Design Inspiration Magazine that showcases our products.

Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16 Page 17 Page 18 Page 19 Page 20 Page 21 Page 22 Page 23 Page 24 Page 25 Page 26 Page 27 Page 28 Page 29 Page 30 Page 31 Page 32 Page 33 Page 34 Page 35 Page 36 Page 37 Page 38 Page 39 Page 40 Page 41 Page 42 Page 43 Page 44 Page 45 Page 46 Page 47 Page 48 Page 49 Page 50 Page 51 Page 52 Page 53 Page 54 Page 55 Page 56 Page 57 Page 58 Page 59 Page 60 Page 61 Page 62

Made with FlippingBook - Online catalogs