Sage Surfaces TSM Training

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TSM Training

TSM TRAINING

INDEX

• Solution Provider Specialists …...……………………...…………………………… Page 3 • Tableau ……………………………………………………………...………………… Page 19 • Social Media ………………………………………………………………………….. Page 24 • Training Materials and Programs ………………………………………….……….. Page 35 • Marketing ….…………………………………………………………………….......... Page 45 • Vetting/Onboarding Fabricators …………………………………………………….. Page 55 • Store Environment …………………………………………………………………… Page 64 • Floor & Décor Training ………………………………………………………………. Page 75 • Small Projects ………………………………………………………………………… Page 100 • Laminate/Wood ……………………………………………………………………..... Page 112 • Laminate ………………………………………………………………………… Page 114 • Wood …………………………………………………………………………..… Page 124 • Home Outlet ………………………………………………………………………...…Page 128 • Floor & Décor ……………………………………………………………………........ Page 137 • Cabinets to Go ……………………………………………………………………...... Page 148 • Lowe’s ……………………………………………………………………................... Page 162 • Pricing ……………………………………………………………………................... Page 179 • Sage Surfaces Support ……………………………………………………………… Page 184 • HAUSPro Support …………………………………………………………………..... Page 202

Solution Provider Specialists Value Unrivaled

6/29/2021 – 6/30/2021

SAGE SURFACES ORIGIN

• Sage Surfaces was formed in 2010 by John Pinsoneault and Tom Schneider

• Founded on basic core business principles: • Development of sustained value for our PARTNERS through the ENHANCEMENT of the countertop experience. • Environment of integrity that treats everyone equally and fairly. • Procurement of products at fair prices from organizations that exhibit similar core beliefs

• SAGE- Distinguished for WISDOM • Insightful, perceptive & prudent

WISDOM

• Sage Surfaces provides a single source solution in the retail installed countertop category by incorporating industry knowledge with proprietary technologies to drive incremental value to customers on behalf of retailers. • 200+ years of employee experience in home construction /remodeling / retail • Created and managed vast supply, distribution and national fabricator/installer networks • Currently 11 surfacing suppliers and 3 ancillary product suppliers • 90+ distribution branches • 150+ fabricators and installers of countertop materials specifically focused in the residential segment • Developed partnerships and service multiple high-volume retailers throughout North America with the most expansive surface offering composed of : • - Quartz - Granite - Solid Surface - Laminate - Porcelain - Wood • Created a top 10 brand within 2 years as rated by

WISDOM - HOW ARE WE UNIQUE?

VALUE CHAIN - Single source contact that manages all operational logistics TECHNOLOGY - Integrated supply and demand chain management providing the most comprehensive program and support INFRASTRUCTURE - Multiple manufacturer partnerships enabling us to source the best possible product no matter the material • Efficient Procurement of product and master of Distribution logistics • Dependable, focused, vetted, and proven fabricator Installation network • Unmatched Marketing and Support services

Drives synergy between the different components of the value chain; the dealer’s revenue, profit, and growth goals and the customer’s experience and value expectations.

WISDOM - MANAGEMENT EXPERTISE

• Discovery - LISTEN to our customers • Planning - Create strategic actions based off wants and needs • Implementation - Execute & adapt • Control - “If everything seems under your control you’re just not going fast enough” • Performance - Monitor all data on an ongoing basis to identify opportunities and adjust program accordingly

Discovery

Planning

Performance

Control

Implementation

“IF YOU CAN’T MEASURE IT, YOU CAN’T MANAGE IT”

PARTNERS - Manufacturers - Distributors - Fabricators

PARTNERS - Manufacturers

• Industry Leaders – direct relationships with leading national and international manufacturers and suppliers with the highest standards of quality and consistency • Dependable – long established financially secure with strong cash flow to ensure no interruption of service • Reliable – strong service and clear communication • Innovative – actively monitor industry and consumer trends and continuously pursue the next breakthrough surface product or application to help our retail partners maintain a competitive edge in the marketplace

PARTNERS - Vast Distribution Network

• Reliable – highly experienced surface distribution specialists • Responsive – geographically strategic locations ensure delivery efficiency • Integrated – monitor forecast reports through METIS SCM to ensure product availability, maintain service timelines and customer expectations • Committed – stock recommended inventories based on local market needs • Accommodating – work closely with Sage’s award-winning sales network to ensure compliance with dealer guidelines

PARTNERS - Fabricators

• Responsive – strategically geographically located to provide optimal national coverage in a timely manner • Specialized – focused on countertop fabrication and installation • Engaged – ongoing training and communication with sales associates • Vetted - with necessary forms of insurance, background checks, product certifications, and compliance with all legal requirements pursuant to their city, county or state • OVER 150 and GROWING

MEASURE & MANAGE

ENHANCEMENT – Customer Support

• Knowledgeable – customer service experts provide product, process, project support to: • Retailers • Manufacturers • CFI Network • Detailed – logistical oversight and management of the entire process, distribution through payment, to ensure accurate and timely completion

• Resolute – warranty claims management to ensure manufacturer compliance and customer satisfaction

ENHANCEMENT – Automated Process Management

BENEFITS • Real-Time Visibility

• Job progress updates

• Reporting

• Sales by segment • Sales by color • Sales by location • Timeline Management

• Minimize risk of issues • Optimize efficiency • Geographic Price Management • Sales Forecasting

ENHANCEMENT – Industry Practices

ENHANCEMENT - Proven Success

• Developed PARTNERSHIP with leading big box retailer: • Supplying surface materials and installation services to its nearly 2,000 stores across North America and Canada • Won vendor of the year 3 out of 5 years • Achieved over $100M annual sales within three years • Captured surface category’s largest market share away from branded positions within retailer • Increased overall installed surface market share for retailer • Lowe’s Kitchen and Bath Vendor of the Year in 2019 • 2020 Fabricator Partners of the Year • Quartz – PLI Group • Granite – Ramos Marble & Granite • Fabricator Partner – BC Stone

Wisdom, Partners & Enhancement – ALL OF US

• Sales Team – Over 100 years combined industry experience • Regional Sales Managers • Territory Sales Managers • National Accounts Team • Product Team • Marketing Team • Support Team • Systems Management Team • Administrative Team

Detailed - logistical oversight and management of the entire process, distribution through payment, to ensure accurate and timely completion Resolute - warranty claims management to ensure manufacturer compliance and customer satisfaction

Growth Opportunities

• Shannon Nicholson – TSM  RSM • Las Barko – TSM  RSM • Nick Cromer – TSM  NAM

• Brandi Murphy – Support  NSC • Melissa Curcio – TSM  Product • Tim Stella – RSM  NAM • Frankie Ayscue – RSM  NAM  Resolution Manager • Lisa Borden – Product  NAM • Courtney Button – National Accounts  Marketing • Kelley Edwards – Support  Lead  Manager • Lindsey Owen – Support  Sales Assistant • Jeff Stiles – RSM  Director

Tableau Tips and Tricks

6/29/2021 – 6/30/2021

You’ve logged in…now what?

• Favorites

• Home

• Lists all reports you have marked as a “favorite”

• Navigates to your default “home page”

• Recents

• Explore

• Lists reports you have recently viewed

• As a default, navigates to “Top-Level Projects”

• Shared with Me

• Lists reports others have shared with you

Tableau terminology

Projects = Folders Workbooks = Dashboards

• Recommendations

• Tableau’s list of machine-learned recommendations, based on your reporting history

Views = Individual Worksheets – may or may not be included in a dashboard)

Personal Account Settings

• My Content

• Subscriptions and Alerts • Settings: Changing your password and/or email address

• Make This My Start Page • Change View Mode

• Grid View (Thumbnails ) vs List view

Reports

• Metrics • Tracks and displays key performance indicators (KPIs) • Set up by a Tableau Administrator • Tableau.com: If you have multiple dashboards you frequently check, you can create metrics for the key numbers from those dashboards and monitor them all at once by adding them to your favorites or creating them to the same project. Metrics is optimized for Tableau Mobile, so you can monitor your data on the go with the Tableau Mobile app for iOS and Android. • Subscriptions • Have a filtered Workbook or View emailed to your inbox on a regular interval • Filters are saved – and the recipient receives a link to a filtered Workbook (report)

• Pause button for large data sets with several filter changes • Don’t forget to “unpause” after filter(s) is(are) ready • View (Original or Saved) • Asterisk means the view has been changed since it was loaded • Creating & Saving your own view • Alerts

• Must be on a view that has an “Axis” • Set up by a Tableau Administrator • Specify View name

Reports (continued)

• Share

• Recipient must have a Tableau login • Copy the Link and paste it – or send link directly to Tableau User. • Download • Crosstab / CSV • Review the data before you share the data. Some data might be sensitive. • Comments • Tag someone in a comment on a view to call attention to something in the view. • Red dot over the lower right of the bell when you have an unread notification / comment

Social Media Creating Content, Brand Awareness and Growth

6/29/2021 – 6/30/2021

Driving Customers to our Website

Website Visitors via Social Media

3524

Visitors

2231

2529

500 1000 1500 2000 2500 3000 3500 4000

2021 (YTD)

2020 2019

Top Drivers to Website

1290

2021

2170

374

2020

1808

500

1000

1500

2000

2500

Facebook Pinterest

We’re Growing!

New Followers

2500

2013

2000

1500

956

1000

650

548

516

500

322

209

144

142

Jan '21

Present

Facebook Instagram LinkedIn Twitter

Top Posts for Engagement

Solid Surface Launch

Mother’s Day Giveaway

Father’s Day Giveaway

Facebook/Instagram: Engagement: 1,136

Facebook/Instagram: Engagement: 3,049

Facebook/Instagram: Engagement: 1,141

Branding video running continuously on Facebook: Reach: 32,413 Link Clicks: 2,584

The Social Media Report

Just Launched! Our new quarterly newsletter packed with everything social media is now coming to your inbox. Have ideas or anything worth mentioning? Let us know!

Upcoming Events/News

We voted and … Nominate Your Hero will be our next contest/giveaway in mid July! Watch for it and be sure to share with friends and family.

Veteran’s Day Wounded Warrior Countertop Giveaway

Content Needed

We would love to have feedback and new ideas sent our way! Ideas/Needs: Before/After Install Photos (Transformation/Trend Tuesday) Meet the Team Monday Fabricator Fridays Notable News (Industry/Company)

We’re developing a card for fabricators to leave behind on installs to gather online reviews and before/after photos.

Employee Advocacy Have you Liked/Followed/Shared?

The month of July we’ll be doing a contest! The three TSMs with the most before & after photos will win a gift card! Prizes Awarded:

1 st Place: $500 gift card 2 nd Place: $250 gift card 3 rd Place: $100 gift card

Training Materials and Programs Olivia Pinsoneault

6/29/2021 – 6/30/2021

Training Coordinator Roles

• My goal is to be your biggest resource

• Understand opportunities in training

• Create materials • Library of resources including flipping books, hot sheets and videos • Geared toward YOUR needs

• Streamline training process

• Everyone pulls information from one main source

• Create opportunities for Lowe’s associates and fabricators to become more self sufficient • Flipping books and training videos

Account Assistance

• Create confidence in store associates to sell our product • Ex: Floor and Decor simply selling a measure

• Make the selling process appealing and stress free

• Look to create flipping books for HAUSPro accounts by tweaking the Lowe’s books.

• Discover ways to stand out at our HAUSPro accounts • Floor and Decor & Home Outlet

Training Opportunities

• How to deal with uninterested associates • Creating a reward system

• One-stop shop for information to make sure the right answers are being given • Hot sheets and flipping books

• Understand the nuisances of each account

• Tailor training programs to HAUSPro accounts

Learning Styles

• Offer different platforms to cater to all learning styles • In-store visits for more hands on, Videos and Flipping books

• Adapt to Change

• Help our partners understand the benefits of going digital • Flipping Books and Gimbil

Resources

• Flipping Books

• Power Points

• Dream Boards

• Video Library • Vimeo

• ISST Instructions

Flipping Books

• Laminate and Solid Surface have been created and implemented

• Quartz and Granite currently being created

• HAUSPro Flipping Books to come

Hot Sheets

• Condensing information from all platforms to create a centralized “cheat sheet”

• Looking to add warranty information, what is included in the programs, etc.

• What else would you like to see?

Sage University

• Enhance fabricator knowledge

• Create a consistent training process

• Increase confidence of program knowledge

• Create “experts”

• Consistent and reliable information

Ideas?

• Please feel free to email or call me with any and all ideas!

• Email: opinsoneault@sagesurfaces.com

• Cell: 281-825-7995

MARKETING Concept, Design and Resources

6/29/2021 – 6/30/2021

MARKETING

HELP US HELP YOU

• Fill out the Marketing Request Form • Submit Marketing Request Form to marketing@sagesurfaces.com • Expectations on lead times STARTING A PROJECT

WHAT IT IS NOT • Obligatory red tape • Barrier to getting work accomplished • Impediment to timely execution • Just a way to catalog project requests • Deflection of responsibility WHY THE MARKETING FORM

WHAT IT IS • A marketing/creative brief • Detailed specification of a project • Direction for more accurate execution

• Guide to qualifying request • Prioritization and organization

It’s a tool that facilitates clear and thorough communication to prevent last-minute project changes, misunderstandings, and conflicting objectives—all of which will cost valuable time and money. It’s a way to steal back time!

TIME THIEVES

Actual Example : Create a decal for a sample board

Potential time savings with better specification 1 hour 45 minutes TOTAL CREATION TIME - 15 minutes REVISION TIME 1 hour 30 minutes TOTAL TIME SAVINGS Over 6 projects = 9 hours of time savings

30 minutes formulate creative ideas 60 minutes to create multiple designs 5 minutes of review to identify edits

+ 10 minutes of revision

1 hour 45 minutes TOTAL CREATION TIME

Client feedback: match design of existing sign 10 minutes to create multiple designs + 5 minutes to get approval

15 minutes TOTAL REVISION TIME

2 hours TOTAL PROJECT TIME

FILLING OUT THE FORM

• Project Description and Objective • Identify type of marketing piece is being requested • Communicate, inform, educate, call to action - a product line, process, event • Target Audience • Consumer, Store Associate, CFI, etc. • Prototype vs. Actual Due Date • In-Hands Date (complete, at destination ready for use) • Design and Size Requirements • Is it meant to fit into an existing receptacle • Tie into any Current Design? • Branding Requirements • Ship To Instructions • Provide actual address

THE PROCESS

TRACKING AND FOLLOW UP

THINGS TO COME

Ongoing Status Reports

Google Form for Mobile Devices

Centralized Asset Bank

Vetting/Onboarding Fabricators By: Kevin Smith

6/29/2021 – 6/30/2021

Timeline

Send Pricing Info

Identify Gaps

Begin Search

Answer FAQs

Determine Best Fit

Send NDA

• Identify Gaps in Coverage (Hopefully before Jeff Stiles) • New Product Lines for Sage (Solid Surface, Laminate) • Fabricators that put in 30 days notice. • New fabricators that will grow business more than current. • How large is the gap? • Is it 1 product line for 5 stores? Or is it all Sage products for an entire market? • Can a Current Sage Fabricator cover the Gap? • Coverage can come from a different city. Identify travel times to other cities for current fabs Identify Gaps

Begin Search

The Search: • Was the old fabricator subbing out the work to some one else? • Does the old fabricator have any recommendations (Positive relationship permitting) • Do the Stores/DMIS in that market have any recommendations. • Sagesurfaces.com • Inactive Fabricator list in Metis • Distributors and Suppliers recommendations

Search: Google

• Google search Fabricators for the specific product line in need. • Search through results, identify ones with better reviews. Check their website for other product lines/suppliers/distributors they work with. • Make spread sheet with company name, phone number, date contacted, response. In order to follow up. • Begin to contact fabricators: • Respond to the questions regarding the business. • Send NDA

Company Name

Phone Number Date Contacted

Response

JL Cabinet & Granite Austin Granite Direct AAA Countertops Austin Custom Tops Perfect Countertops

512-252-2844 512-825-5625 512-243.6821 512-501-5750 737-202-4196 512-580-7791 254-681-2185

21-May No answer 21-May Only Stone 21-May Only Stone

21-May Said no, Langham Group does it 24-May Said no, Langham Group does it

Fox Granite

24-May Only Stone 24-May no answer 24-May no answer

Bell Tex Countertops

Austin Laminate Countertops 512-917-7272

• Once NDA is signed, send appropriate fee schedules, material pricing, sink pricing, store list and set up a conference call with whoever they may need, as well as RSM. Signed NDA

FAQs

• Is $30.50 what we get paid? • Are there any hidden fees?

• Can I transfer my background checks? • What if we start and it does not work out? • Are there trip fees for farther stores? • How quickly does Sage pay? • Can you use your own material/sinks/etc.? • What is the display and warranty process?

The Decision

What if multiple fabricators say they want the program? • Will they cover the entire: Patch?/Region?/Store List? • Will they grow Sales? • Did either of them already work with Lowe’s? • The store could already love or hate a fabricator • Who will do it for the lowest fee schedule? • Do any of our current fabricators have relationships with them? • Who has been in Business longer? • Do they work with Cosentino? • What is their max capacity? Do they have room for growth?

New Fabricators Send: • CFI Master Agreement • W-9 • Vendor Banking Information Once that is signed: • Welcome Letter • Create Group (CFI Onboarding) • Jen Garcia • RSM • Jeff Stiles

• Michael Gasca • Brandi Murphy • Tami Dean • Alexis Marrujo To let them know what store’s this new fabricator will be covering.

Store Environment How to guarantee every visit is successful

6/29/2021 – 6/30/2021

The Process

• What is the goal? • What should you do prior to your visit? • Who are you visiting? • Leave with a plan

Give me six hours to chop down a tree and I will spend the first four sharpening the axe. – Abraham Lincoln

What is the purpose of any visit

Sales

Inc re ase S ale s Steps to Increase Sales: Build Relationships Education Stay Positive

10%

1st Qtr 2nd Qtr 3rd Qtr 4th Qtr

58%

23%

"If you want to make money, you have to help someone else make money." –Russell

Before Visiting a Store

Is the CFI available? Are you traveling a great distance? Schedule an appointment What does the associate need?

Training, Literature, Issue Resolution

Have your supplies:

Business Cards, Brochures, SWAG “We found ourselves on the less prepared side of things… And I knew exactly what to do but in a much more real sense I had no idea what to do. “– Michael Scott

Designers – Building a Relationship

WE ARE THE EXPERTS! Who is your designer? Find out who they are:

Their background What they know Their goals How can you help them achieve their goals?

Education

Set expectations What do we offer? Good, Better, Best allen + roth Exclusivity Regional Granite Boards Granite Pro Small Projects

Metis

• Ask if they are a part of our membership program • If not reach out to customer service and get them signed up • Store # ,Name, Email, Sales ID number • Why? Sell the benefits – this is a useful resource : • Live updates • Easy estimator • We honor our pricing • Document Library

• Don’t stay Discouraged

"Don't settle for average. Bring your best to the moment. Then, whether it fails or succeeds, at least you know you gave all you had. We need to live the best that's in us." -Angela Bassett

Store Environment

Two shoe salesmen go to a remote island to break into new markets. After a few days, one salesperson calls the office and says, ‘I’m on the next flight. Can’t sell shoes here, everyone goes barefoot.’ The other salesperson sends an email to the boss minutes later: ‘Get ready! The prospects are unlimited. Nobody wears shoes here!’

Planograms are great but sales are better - Don’t fix what isn’t broken

Are wallboards up to date? Is the pricing correct? Are the samples current? Are old samples/displays discarded? Are the displays labeled? Is there literature? Are the brochures holders labeled?

Record what is needed and have MST order in Spend Management.

OHNO!

Designer is NOT AVAILABLE

No Designer available Who should be your next contact? Sales Floor Department Supervisor

Appliances

MST

Don’t be afraid to introduce yourself to the Store Manager

Leave behinds – card and email

I never lose. I either win or learn ~ Nelson Mandela

Different Accounts - Same Goals Build relationships and educate HAUSPro

Help is just a phone call away ! • Customer Service • Sales Team • Brandi Murphy Where to go for help?

What is a successful visit?

“People don't care how much you know until they know how much you care” ― Theodore Roosevelt

You’ve made an effort to make a difference

Be consistent, persistent and available

Consistency with visibility, reaching out and solving issues will create TRUST!

Floor & Decor Training TSM MID-YEAR SUMMIT

6/29/2021 – 6/30/2021

As the physical driver of training initiatives at Floor and Decor, we want to ensure you’re working smarter rather than harder to manage your relationship with each store. Introduction

STORE EMPLOYEES

TRAINING ENVIRONMENT

SUPPLEMENTAL TRAINING

TRAINING OBSTACLES

STORE EMPLOYEES

C.E.M.

Chief Executive Merchant Store Manager

Alternative Names:

In their Office Working on the Sales Floor

Found Where:

Fun Fact Most C.E.M.’s are transplants from Home Depot or Lowe’s

Pro Team

Design Manager Pro Designer

Alternative Names:

At the Pro Desk

Found Where:

Fun Fact Some stores have a Designer strictly dedicated to Pro Desk

Ops Manager

Assistant Store Manager Acting Manager

Alternative Names:

Back Offices on a computer Sales Floor counting inventory

Found Where:

Fun Fact Ops Managers help handle Customer issues and close out SB orders

CSA Team

Customer Service Associate Cashier

Alternative Names:

Cash wrap

Found Where:

Fun Fact CSA’s are usually the first Associate to answer a phone call

Sales Associate

Floor Associate

Alternative Names:

Sales Floor Registers Warehouse

Found Where:

Fun Fact

They go through training in each Department for sales certification.

Design ADM

Design Captain Lead Designer

Alternative Names:

Design Center on computer Sales Floor helping Customers

Found Where:

Fun Fact

Interior Designers and Teachers most commonly fill this role.

Designer

Sales Associate Countertop Specialist

Alternative Names:

Sales Floor, Registers, Command, Warehouse

Found Where:

Fun Fact

We witness the highest turnover in the entire store in this position.

TRAINING ENVIRONMENT

Design Center Desk

Design Center

Location:

High HausPro Portal Training

Distraction Level:

Best Utilization:

Although you may only be able to get Portal Training completed at this location, you will be able to provide hands-on training with any potential Customers that come by the Desk or Waterfall Rack.

Waterfall Rack

In or near Design Center

Location:

High Quick Training on RB Process

Distraction Level:

Best Utilization:

This location can be used to train all Floor Associates, as well as the Design Team. You will also be able to capture any leads and provide hands-on training if a Customer starts hovering around, eyeing the samples.

Design Nook

Design Center

Location:

Medium Full 1-2 hour Training

Distraction Level:

Best Utilization:

This location is not available in all stores. Utilize this area when training small groups of mainly just Design Team members. The TV is easily accessible to connect your Surface to via USB cable.

Training Room

Back Offices

Location:

Low Full 1-2 hour Training

Distraction Level:

Best Utilization:

Not all stores have a large training room. It is usually a shared space with the ICS. Sometimes TVs do not work in this room. Utilize a projector if you have one available and a large enough wall to project onto.

SUPPLEMENTAL TRAINING

“What You Need to Know” Quick Guides

Design Team Laminated copy in every Design Center Attainable Goal: Target Training to:

These documents provide additional information that the CEA doesn’t cover. These provide brief, but detailed, information about Farmhouse Sinks, Waterfall Features, and Potential Add On Charges. These are great training documents, both internally for the Design Team, and externally for the Customer.

MyOrder Quick Guide

Floor Associates Attainable Goal: Quick Guide in every Red Vest Target Training to:

Quick Guides can be printed, laminated, and ringed together to be passed out to all Associates that wear a Red Vest. Both regular Associates and Department Managers are required to wear Red Vests. The Quick Guides can be sourced from Lisa Borden until the Document Library is updated.

“Working With Your Design Team” Document

Floor Associates Present at Quarterly Store Meeting

Target Training to:

Attainable Goal:

This document can be passed out to all Associates at a Store’s quarterly meeting. It covers the RB process and provides contact information for additional information. It can also be used in conjunction with a CSE while conducting quick training with Floor Associates at the Waterfall rack.

CSA Instruction Binder

CSA Team Instruction Binder at each register

Target Training to:

Attainable Goal:

Instruction Binders contain directions on how to process a SB order. The backside of the binder has a list of “Who to Contact”. When leaving these are registers, make sure to review the binder with the Head CSA and all available CSA’s who are not busy with a Customer.

Countertop Conference Call

Attainable Goal: Target Training to: Design Team

Schedule a call per Quarter per Region

These calls can provide a sense of networking and assist with connectivity between Stores and Design Teams. Calls are utilized to congratulate top selling stores, announce any upcoming changes to the program, and review hot topics. Depending on the number of participants, calls can be more of an open format style.

TRAINING OBSTACLES

Attitude Obstacle #1

Attitude Obstacle – Designer

“I don’t get any credit or money for selling your product. Why should I care about our sales? I’ve been told it takes too much time and Customers always end up not happy.”

Solution:

Report your findings with whoever oversees the Design department. Offer a plan that will encompass training initiatives, scheduling a CSE, and paycheck bonuses via P-Patches from management.

Attitude Obstacle #2

Attitude Obstacle – Design ADM “We don’t have time to deal with Countertops. My manager doesn’t want us selling them. We can get higher numbers elsewhere. Sounds like a waste of time to me.”

Solution:

Set up a date and time to visit the store after you find out their slowest workday.

While at the store, perform “Quick Training” that reviews the RB – MyOrder process. Pass out Quick Guides that Designers can keep handy at their desks.

Attitude Obstacle #3

Attitude Obstacle – C.E.M.

“We’ve had one too many issues with HausPro. We definitely do not need any training right now or anytime soon. We will let you know if we need any help with Countertops.”

Solution:

Wait a week or two before reaching back out to the C.E.M to speak about any training opportunities. Schedule a CSE for this store in order to complete RB – MyOrder training. This will help to generate sales even with a resistant C.E.M.

SMALL PROJECTS

Best Practices

6/29/2021 – 6/30/2021

Agenda

• Store • Store Environment • Training • CFI Delivery • CFI Packaging • Know Your Competition

• Designer is set up and understands how to use our portal • Accessing order forms and item numbers when needed • Walk through the order form and item numbers with designer • Create a mock order and follow steps through Genesis • Save current item numbers and order forms to desktop and update the kitchen binder • Understands program restrictions and why they’re necessary • Understands how to upload or email order form • Uploading • Explain why the order may not immediately show up in Metis • Make sure the file type is Vanity Order Form • Default is COC • Email • Scan into printer, email to store email and forward to smallprojects@sagesurfaces.com • Understands order is on hold until documents are received Store - Kitchens

• Corner Clings are installed at the top right corner on correct samples • Including new colors added to program • Vignettes are labeled • Ventina pods STORE – Store Environment

• Cleaned • Labeled • Design Guides and reorder number

• Current table tents • These are available!

STORE – Plumbing

• They can sell our Small Projects too! • Plumbing doesn’t design in 2020. They have M2O or item numbers and order forms • Many times, their SOS vanity tops aren’t even installed by the store • Our program is a PERFECT FIT for Plumbing! • Not a great candidate for our Portal. Department doesn’t have room for a binder • Make them a folder! • Your business card • Customer service business card • CFI Business card • Order forms • Item numbers • Design guides and reorder number • Sample Box • Table tent

OOP COLORS

• Train stores how to sell Out of Program colors • It’s the same process with a different item number for the color • Call ahead to CFI to make sure inventory is available • Every sale counts! • CFI OOP Best Practices • Keep an inventory of remnants • Great for both In-Program and OOP colors • Order slabs during promos • On the off-chance CFI’s need to use a slab • Update inventory weekly/monthly

CFI – Delivery to the Store • Set up delivery with store at least 1 day in advance • We all love calling Lowe’s right? • We get through quickly every time! • Never put on hold • Have the delivery person call on their way • Deliver to receiving • NOT ON A BLUE CART THROUGH THE FRONT DOOR! • Get both CFI and store copy of packing slip signed • Take picture showing top arrived and received in good condition • Upload both packing slip and delivery picture to portal within 24 hours after delivery • Once you establish receiving contact, ask for direct line or email address to coordinate deliveries

CFI – Direct Delivery • Call store 2-3 days in advance and ask for permission from Receiving Clerk • Get this person’s email address • Coordinate delivery when customer is at home • Have customer sign off on packing slips • Both CFI and store packing slips • Take picture showing top arrived and received in good condition • Email store packing slip to Receiving Clerk • Ask this person to PLEASE sign and reply with signed packing slip in email • Upload both packing slip and delivery picture to portal within 24 hours after delivery

CFI - Packaging

• Use our boxing program

• Need more information

• Still for 2cm splashes? • General packaging updates

• Palletize

• Easy load and unload • Used rolled corrugate cardboard • Easy custom fit packaging • At the very least, protect the edges and corners!

KNOW THE COMPETITION - Kitchens

• Cosentino

• 15 sq ft minimum • Installed • That’s 99” x 22” • National sq ft pricing • Standard lead times • 3cm material

• Undermount cutouts around $278 + the sink!

KNOW THE COMPETITION - Plumbing

• Biggest competitor in Plumbing • No sq ft min • 2cm ONLY granite and quartz • Limited lifetime quartz warranty

• Recommended to seal granite once per year • Not installed • 61x22 double bowl back and left splash • Rectangle bowls

• MarCraft - $1,135.00 • Sage - $916.00

• Oval Bowls

• Marcraft - $1,035.00 • Sage - $816.00 • 1 MONTH LEAD TIME

Closing

• Setting stores up for success • Great training • Updated literature and signage

• Correctly labeled displays • Train Kitchens & Plumbing

• CFI Success

• Store Delivery • Direct Delivery • Packaging • Know Our Competition

Laminate, Postformed Laminate Tops & Wood John Hill

6/29/2021 – 6/30/2021

Overview

• Laminate

1. Features and benefits of laminate 2. What is laminate? 3. How is laminate made? • Postformed Laminate Countertops 1. How are countertops made? 2. Features and benefits of postformed laminate countertops • Wood Butcherblock Countertops 1. What materials make up wood butcherblock tops? 2. How is butcherblock made? 3. Features and benefits of butcherblock

Laminate Features & Benefits • Durable and impact-resistant—it keeps its good looks longer • Resistant to heat • Low (and easy) maintenance • Available in hundreds of patterns and colors to meet and enhance the style of any design project • A sustainable product with manufacturing and distribution processes which leave minimal impact on the environment Laminate Features & Benefits

Laminate Raw Materials

Laminate Sheet Components & Manufacturing Process

How It's Made - Countertop Laminate - YouTube

Laminate Types

Horizontal Grade: Horizontal Grade laminate (0.048”/1.219mm thick) can be used for horizontal and vertical surfaces, where the surface must be functional, decorative and durable. It offers the highest impact resistance of all basic HPDL.

Horizontal Post-forming Grade: Slightly thinner than horizontal grade; Post-forming grade HPDL (0.039”/1.00mm thick) may be used on horizontal or vertical surfaces. This is the standard gauge for HPL manufacturers today.

Vertical Post-forming Grade: (0.028”/0.711mm thick) are intended for use on vertical applications where the surface absorbs less impact than a comparable horizontal surface. VGP may be post-formed.

Laminate Finishes

Laminate Edge Moldings

Bevel Edge: Only available in Wilsonart colors

Crescent Edge: Available in both Wilsonart & Formica colors

Postformed Laminate Countertops

1) Build the core Postformed Laminate Countertops Manufacturing Process 2) Apply the adhesive

4) Postform to shape

3) Apply the laminate

6) Trimming

5) Coving the backsplash

Postformed Laminate Countertops Manufacturing Process

VT Postformed Laminate Top Manufacturing Process

Postformed Laminate Countertop Edge Profiles

Available Edge Profiles

Wood Butcherblock Overview

Four Species Available

Maple

Blended Maple

Cherry

Black Walnut

Edge Profiles

Bullnose Edge Roman Ogee Edge

Eased Edge ¼” Radiused Edge

Bevel Edge

Wood Butcherblock Overview

Varnique Finish

-- semi-gloss polyurethane finish -- virtually maintenance free, impervious to most household chemicals and is -- easily cleaned with mild soap and water -- furniture look makes it the choice for kitchen island bars and eating counters -- not meant to be used as a cutting surface, but if minor cuts in the finish should appear, they will need to be resealed to prevent moisture from absorbing into the wood -- reseal any damaged areas with EZ-DO Poly Gel.

Available 4” backsplash

Wood Butcherblock Production Process

John Boos Craftsmanship Video

Wood Butcherblock Features & Benefits

• Premium edge grain • Full length rails; no finger jointed seams • Finished with Varnique finish to ensure long life & easy care • Adds warmth and character to room décor • Natural material & sustainable use of resources • Ages and gains unique patina from use over time

Home Outlet Account Manager Tim Stella

6/29/2021 – 6/30/2021

AGENDA

Introduction to Home Outlet

2021 High level account recap

Future Expansion and launch plans

Best Practices

Wins & Opportunities

Questions

AGENDA INTRODUCTION

• Established 1885, Hometown Jonesboro Arkansas. • 118 Stores in 18 States from upstate NY to Florida to South Texas. • 2020 branding went from Barton’s, Surplus Warehouse and Bargain Outlet to Home Outlet. • 100% employee-owned company with an average 8.5 years of tenure per employee. • Average store is 30,000 sq. ft. • Focus on New Builds, Remodels, Kitchens, Bath, Flooring, Doors and Windows. • Average store sells 20-25 cabinet jobs per month. • Before the HAUSPro program their countertop offering was limited to Laminate and Granite/Quartz blanks DYI, no installs available.

• Home Outlet’s Mission

• We will offer quality home improvement products and solutions combined with knowledgeable and friendly service at the Guaranteed Lowest Price to help our customers achieve their dreams.

AGENDA 2021 ACCOUNT RECAP

• 82 Total stores are live with the program with 4 more to launch. • Tallahassee (New Store) • Latham, NY

• Schenectady, NY • Gloversville, NY • $607,632 YTD Sales as of 6/20/21 • 110 Granite jobs ($290,389) • 104 Quartz jobs (317,243) • 84 measures

AGENDA FUTURE EXPANSION & LAUNCH PLANS

• 25 stores do not have the HAUSPro countertop program currently. • 12 lumber yards and 13 stores that are in less desirable locations. • Home Outlet has a goal of opening 5 stores per year.

• What to do with the Prestige Collection? • Small projects • Laminate • Solid Surface

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