Specialty Spotlight Resource Guide 2023

SPECIALTY SPOTLIGHT RESOURCE GUIDE

Lucky Penny JANUARY 2023

SPECIALTY SPOTLIGHT Our Lucky 13 th Year of Partnership

13 YEARS OF PARTNERSHIP

The number 13 can certainly seem unlucky for some, but Sage Surfaces is proud to be entering their 13th year of partnership with Lowe’s. We’re excited to see where 2023 will take us and the Kitchen and Bath industry. The Lowe’s and Sage Surfaces partnership began in 2010 when Lowe’s approached our owners, Tom Schneider and John Pinsoneault, about creating a private label countertop program for Lowe’s Kitchen and Bath

Department. Out of those meetings, the allen + roth countertop program was born and continues to expand every year. Sage Surfaces now manages the distribution of all the Lowe’s allen + roth countertop products as well as a national fabricator database of the best fabricators in the industry.

Have you ever heard the saying “Find a penny, pick it up and all day long you’ll have good luck?” The origin of the saying may stem from ancient times when metals were believed to offer protection from evil. When cultures began using coins as currency, those who had more associated coins with good fortune . Perhaps this fact contributed to good luck begin associated with finding a penny. Some people believe if a penny is found heads up, you should freely pick it up and will have good fortune or good luck. If the penny is found tails up, some people believe you should turn it to heads so the next person to find it will have good fortune or good luck. Others believe no matter what side the coin is flipped to it should be passed along to someone else the same day to ensure your own good luck. What do you do when you see a penny on the ground?

When it comes to our partnership, Sage Surfaces is always head up! Our goal is to work together, as quickly as possible to help provide solutions and resolutions for you and our customers. We want to help make your job easier and together, provide the best customer experience.

You can help us by answering these three questions: 1. Can you tell us one or two things that would help make selling an allen + roth countertop easier for you?

2. What is your favorite thing about the allen + roth countertop program?

3. What is something you wish your Sage Team or Fabrication Partner could help you more with?

Thank you for your feedback today and your time! And keep an eye out for those pennies. We’re looking forward to a great 2023 and all we can accomplish together this year!

Four Leaf Clover FEBRUARY 2023

SPECIALTY SPOTLIGHT Our Lucky 13 th Year of Partnership

HELPING CUSTOMERS FIND THE PERFECT COUNTERTOP IN A SEA OF OPTIONS

Feeling lucky? A quick Google search says you have a 1 in 5000 chance in finding the rare four-leaf clo ver on your first try. When it comes to countertops, we want to help customers narrow down the options to find the perfect countertop on the first try. Get the Conversation Started: Active Listening Here are some great open-ended questions to get customers talking and help us recommend the right products. 1. What kind of countertop do you have now? 2. What do you like about it? 3. What would you change about it? Countertop Comparison Chart

Natural Stone with sealer

Solid Surface

Tile with Grout

Countertop Comparison Chart

Quartz

Marble

Laminate

Wood

What are some of your favorite open ended questions to help customers narrow down the features and benefits they’re looking for? Product Knowledge: Knowing your Countertop Products • Resource Guides for each product in the Document Library of the Sage Portal • Schedule individual training with your Fabrication Partner • Schedule individual training with your Sage Surfaces Sales Rep • Material Comparison Chart

Appearance

Colors

Unique Pattern

Consistent Pattern

Seam Quality

N/A

One Piece Appearance

Abrasion Durability

Stains Impact

Heat

Household Chemical Resistant

Easy to Maintain

Repairability

Non-Porous (won’t absorb moisture)

Renewable Surface

Requires Periodic Sealing*

NO

YES

YES

NO

NO

YES

YES

Options

Undermount Sink

YES NO NO

YES NO NO

YES NO NO

YES YES YES $$ YES YES

NO NO YES

YES NO NO

YES NO YES $$ YES NO

Cove (one piece backsplash) Seamed in Sink Option

Value

Price Per Sq. Foot

$$$$$

$$$$$ Check with CFI NO

$$$$ NO NO

$ YES

$$$

Check with CFI NO

Manufacturer Warranty NSF** Certified

YES YES

NO

= Poor

= Fair

N/A - Not Applicable CFI - Certified Fabricator Installer *allen + roth Natural Stone does not require re-sealing **NSF Certified – material can be used in a commercial food preparation area

= Good

= Excellent = Very Good

Pot of Gold MARCH 2023

SPECIALTY SPOTLIGHT Our Lucky 13 th Year of Partnership

GO FOR GOLD: CAPTURE THE SALE

What is the preferred path to the pot of gold for your countertop customer? You can help tailor the countertop buying experience to your customer’s preferences and needs.

What selling options set the customer on the right path to their pot of gold? We want to provide the best customer experience by providing the best over-the-phone experience, the best in-store experience, the best online experience, and the best in-home experience (available in select areas only) .

SPECIALTY SPOTLIGHT MARCH 2023

GO FOR GOLD QUIZ

Which selling method is right for these customer examples and why.

Customer #1: Justin is interested in a quartz countertop. He has measured his kitchen and needs 53 square feet of new countertops and backsplash. He has researched the product to make sure it will perform the way he expects it to. He has seen full slab views online and visited a store to confirm the color will work with his cabinetry. He calls the store to ask which would be the best way to make the purchase. Which way would you advise him?

A. In-Store Sale B. Online – from home or with the help of the Virtual Designer Team C. SF&I/In-Home Consultation

Customer #2: Michael and Hayley just bought their first home. The cabinets are in great condition, but the countertops need replaced. Hayley wants quartz but Michael wants granite. They have picked out their backsplash and still need to select flooring also. They need help to coordinate the finishes and don’t know which project to complete first. Which would be the best way for them to make the purchase?

A. In-Store Sale B. Online – from home or with the help of the Virtual Designer Team C. SF&I/In-Home Consultation

Customer #3: Andrea just put an addition on her home to expand the kitchen. Her cabinets will arrive in four weeks, and she would like to purchase granite. She is very busy with family and work so making it to a store could be difficult, but she has questions about granite and the process. How would you advise her to make her purchase?

A. In-Store Sale B. Online – from home or with the help of the Virtual Designer Team C. SF&I/In-Home Consultation

April Showers, Bring May Flowers APRIL 2023

SPECIALTY SPOTLIGHT Our Lucky 13 th Year of Partnership

ENSURING A POSITIVE CUSTOMER JOURNEY

How long will it take the customer to get to their countertops? How much will it cost and how long will it take are the first questions most customers consider when purchasing custom countertops.

Customers who haven’t remodeled before or who are unfamiliar with the construction process can be caught off guard at the time new construction and remodeling kitchen and bath projects can take.

Setting Lead Time Customer’s Expectations in a Positive Way:

• Know the facts: Reach out to your fabricator partner via email or a phone call to ask what their cur rent lead times are for each product line. Sales volume in your area can affect lead times but your fabricator will be able to provide accurate lead times to share with your customer. • How to communicate lead times in a positive way: Keep it simple. No matter what your fabrication partner’s current lead time is, delivering the news in a positive way can set a positive tone for the entire customer experience. Custom, made-to-order products take time. 1. “You’re going to love working with (Your Fabrication Partner’s Name). I checked with them this week. They can be out to your home by the end of this week to template and you will be enjoying your new countertop in less than 5 weeks. They really do a great job.” 2. “Our fabrication partner is great to work with. They are true craftsmen. If you purchase today, you will have your countertop in less than 4 weeks.” • How do our lead times compare: Know your market. Don’t assume the lead time is too long or lon ger than our competitors. • Communicate Value - Be sure to share what’s included in their purchase: • Your design expertise • Your fabrication partner’s expertise • Professional In-Home Template/Measure

• Edge Profile Options at No Charge • Four Faucet Drills at No Charge • Radius’ up to ¾” at No Charge • (1) Unpolished Cut-out at No Charge • Custom Fabrication • Delivery • Custom Installation

SPECIALTY SPOTLIGHT APRIL 2023

Now it’s your turn to take these actual customer comments and practice positive responses.

Customer #1: “My neighbor just had a granite countertop put in and her seams look awful. Can I get my granite countertop without any seams?” (Allow the audience to provide positive responses.) Example Response: Every granite color seams a little differently and yes, seams will be seen and felt. Our installers are excellent craftsmen and take pride in every seam. I’ll reach out to let them know you would like your countertop without seams. If seamless isn’t possible they will go over what the seam will look like and where it’s located.

Customer #2: “I want a countertop I don’t have to worry about. I have kids who like to help me prepare meals. Which material is kid-proof?” (Allow the audience to provide positive responses.)

Example Response: All our countertop products are scratch, heat, and stain resistant but some perform higher in each of those areas than others. All countertop products recommend using a cutting board to prevent scratches, using a hot plate to protect against scorching/burns, and cleaning up staining agents quickly to avoid staining. Tell me which colors you like and we can discuss how they perform to make sure we find the right product for your family.

Customer #3: “Do I really need to be at the home to meet the templater? My neighbor can let them in.” (Allow the audience to provide positive responses.)

Example Response: To ensure your custom countertop is made to your specifications, it’s highly recom mended that you are present at the template. The templater may have questions that affect the overall look of the countertop. We want you to have a great experience and a beautiful, finished countertop made exactly the way you want.

Lucky Horshoe MAY 2023

SPECIALTY SPOTLIGHT Our Lucky 13 th Year of Partnership

TRAINING FOR GREATNESS

The nation was captivated by the “fastest two minutes in sports” last weekend as we saw the running of the 149th Kentucky Derby. The three-year-old Racehorses and Jockeys were both incredible athletes who had been preparing for this day for 18 months or longer. Interviews with the winning Owners, Trainers, and Jockeys praise their team’s training regimen and rarely mention luck but nowhere would you probably see more horseshoes displayed for good luck than Churchill Downs on the first Saturday in May. The intense 18 months of training is crucial to the success of a racing team but it’s not only about the physical strength and stamina of the horse. An element of every training focuses on strengthening the bond between the horse, the Jockey, and the Trainer to take the team from great to greatness. Sage Surfaces and your local CFI Partner want to provide the ultimate in sales support and training to help you achieve your sales and career goals with Lowes and allen+roth. How can Sage Surfaces and our CFI partners help support you and help you become the Countertop Expert in this store? 1. Are you ready to Race: ASSESSMENT – What’s your background? What allen+roth products are you confident in selling? What products would you need training or a refresher training on? Do I need to reach out to Sage or my CFI to connect? Training and partnership are key to the success of a team.

2. Conditioning and Strength Training: Your RESOURCES • www.sagesurfaces.com • The Resource Bookshelf in the Document Library in the Metis Portal • Your local Certified Fabricator Installer

• Your Sage Customer Support Team • Your Sage Territory Sales Manager • Your Sage Regional Sales Manager

• Your local Certified Fabricator Installer • Leadership on your local Lowe’s Team • Virtual Training Opportunities – we can set up individual virtual training if we can’t meet in person

3. Race Day: EXECUTING the best experience to make the sale • Set goals • Use your newly acquired knowledge and sales skills • Share your successes with the team!

SPECIALTY SPOTLIGHT MAY 2023

4. Preparing for the next race: CONTINUING EDUCATION- To be successful in the Kitchen and Bath industry you have to be a lifelong learner. This career field is always shifting and changing. We need to make sure our skills and knowledge are at the top of our game to ensure we provide the best experience for the customer that comes to our store.

Continual training leads to professional growth. That growth combined with supportive Partnership is what winning teams are made of! No lucky horseshoe needed!!!

GENIE IN A BOTTLE JUNE 2023

SPECIALTY SPOTLIGHT Our Lucky 13 th Year of Partnership

OUR CUSTOMER SUPPORT SPECIALISTS

In keeping with our superstition theme, our lucky 13th year of partnership, this month we bring to you your genie in a bottle, our incredible Customer Support Specialists. The only genies you may be familiar with are from I Dream of Jeannie or Disney’s version of Aladdin but you don’t have to rub a lamp to summon the magical powers of this amazing team. Pick up the phone or send an email and rest assured the Customer Support Specialists will be using their superpowers to help get the answers you need for a successful customer experience before, during and after the countertop sale.

Our #1 wish for you is that we provide the absolute best support to help you exceed customer expectations and reach your sales goals!

Action: 1. Memorize the phone number and email address 2. Create an outlook contact with the phone number and email address 3. Store the phone number and email into your phone

SHOOTING STAR JULY 2023

SPECIALTY SPOTLIGHT Our Lucky 13 th Year of Partnership

SLAB VIEWING

We continue our lucky 13th year of partnership with another good omen, a shooting star. Just like a rare shooting star, our natural stone slabs are uniquely beautful. This month we will focus on the importance of slab viewing! Take this opportunity to share with store associates how to set correct slab viewing expectations with their customers.

Natural Stone Resource Guide: htps://sagesurfacestraining.cld.bz/Lowes-Countertop-Resource-Guides/PowerPoint-Presentation3

FORTUNE COOKIE AUGUST 2023

SPECIALTY SPOTLIGHT Our Lucky 13 th Year of Partnership

In keeping with our Lucky 13th Year of Partnership theme, Fortune Cookies are the highlight this month. Their messages don’t predict the future but do offer words that symbolize wisdom, luck, and fate. With FINISHING TOUCHES we can offer wisdom to our customers by providing them the features and benefits of the finishing touches below. 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.

FINGERS CROSSED SEPTEMBER 2023

SPECIALTY SPOTLIGHT Our Lucky 13 th Year of Partnership

WARRANTY

In keeping with our Lucky 13th Year of Partnership Specialty Spotlight theme, our omen for this month is Fingers Crossed! Our customers may use this simple gesture to wish for luck when it comes to keeping their countertops damage free, but we all know, life happens, and damage can sometimes occur. This month we will discuss the Warranty options to help protect our customer’s countertop purchase. A key to a successful countertop sale is ensuring our Lowe’s Kitchen Designers feel 100% confident in both product and program knowledge. Our warranty information can be found through the Metis Portal. Please review the warranties for each product line with the Lowe’s Kitchen Designer to ensure that the customer is receiving the correct information.

We also provide Granite Gold at an additional cost. This covers other damages that our warranty does not. Granite Gold® Countertop Protection Plan was developed based on filling a need for our consumers who had an etch, chip, stain or other stone-care issue that needed a professional stone restoration specialist to fix the problem. We regularly receive questions about recommending someone or how much would it cost. Granite Gold Protection Plan takes away those worries and gives our consumers peace of mind that if there’s any accidental damage caused by them, it will be covered under the plan with no additional fees.

BLACK CAT OCTOBER 2023

SPECIALTY SPOTLIGHT Our Luck y 13 th Year of Partnership

CUSTOMER FAQs

For the month of October our omen is a black cat. A black cat crossing your path is a sign of misfortune. Make sure to avoid bad luck and always be prepared for any question that comes your way! A key to selling is to educate the customer about every step in the process. Review the FAQs below with your Lowe’s Store Associates to aid in a successful sale.

Can you provide fabricated material with no install? • What if the customer doesn’t have 25 sq ft? •T o qualify for the install program, the customer must pay for 25 sq ft whether their top meets 25 sq ft What is the Lowe’s cost? • This can be found in LPM. Contact your local fabricator to quote any custom work. Can the customer provide their own sink? • Customer can either purchase a sink from our programs, Lowe’s, or provide their own. • out to your local Fabricator Partner for more information. Can the customer choose what part of the slab to use and where? • design layout software to show veins and seams. This is an additional upgrade. What kind of warranty does the customer receive? •R efer to warranty information. How long does the entire process take? • •A lways contact your local fabricator for the most up to date lead times. What is the sq. ft. minimum for wood tops? •M inimum is 20 sq. ft. Less sq. ft. is available for purchase if the customer pays the freight charge of $350. Who does the customer call about their change order? • Sage Support Specialists manage change orders. Can the customer choose seam placement? •

SPECIALTY SPOTLIGHT OCTOBER 2023

Can customer see their exact slab? •Y es, process is dependent on assigned fabricator and their process.

•N atural stone is a naturally occurring resource, and the pattern and veining will vary from slab to slab. Each natural stone slab is unique. Customer’s complete the slab viewing process prior to install. •Q uartz, solid surface, laminate, and porcelain are a m an-made material and is identical from slab to

Can customer view fabricator’s showroom for any allen + roth colors? • local fabricator for their current availability of slabs to view. Can we also sell additional quartz/natural stone colors? • Check with local fabricator for out of program colors that are available. Where can we get the small samples of quartz and natural stone from for customer to take? •P urchase online through Lowe’s or www.sagesurfaces.com. •P lease advise customer’s that these samples are a representation of the countertop. •W e encourage customer’s to purchase samples to view the countertop sample under the light in their kitchen and against the colors and materials they are using in their renovation. Where on the portal can you order allen + roth literature? •R eorder through CART

WISHBONE NOVEMBER 2023

SPECIALTY SPOTLIGHT Our Lucky 13 th Year of Partnership

PARTNERSHIP AND TEAMWORK

For the month of November, we are focusing on partnership and teamwork in the countertop purchase journey. We are extremely thankful for our partners and lucky to work with them daily. The wishbone is a perfect symbol of good luck this month and a reminder of our good fortune. Wishbone legend: Ancient Romans were the first to see the wishbone as a symbol of luck. People gathered around to hold the unbroken bone and made a wish in hopes of it bringing them good luck. However, birds became scarce, and therefore, so were the wishbones. People had to resort to breaking the bone in half so there was enough luck to go around.

FABRICATOR PARTNER

1. Lowe’s Kitchen Designers: design and sell the countertop project, guiding the customer to make the best decision for their home 2. Sage Surfaces: manages the countertop sale and is the primary contact for Lowe’s Store Associates and Fabricators 3. Fabricators: templates, fabricates, and installs custom countertops.

KNOCK ON WOOD DECEMBER 2023

SPECIALTY SPOTLIGHT Our Lucky 13 th Year of Partnership

For the month of December our omen is to Knock on Wood. Knocking on wood is a tradition of literally touching, tapping, or knocking on wood, or merely stating that one is doing or intending to do so, in order to avoid “tempting fate” after making a favorable prediction or statement.This month we will be focusing on How to Overcome Common Sales Objections to avoid jinxing a sale. OVERCOMING 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. 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.

c. Show the customer lower cost material options.

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.

SPECIALTY SPOTLIGHT DECEMBER 2023

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. b. All quartz is manufactured the same way. A brand name of quartz does not mean that it is higher quality or more durable.

c. We partner with a nationwide network of fabricators. d. We were Lowe’s Kitchen & Bath Vendor of the Year in 2019!

3. “I’m just going to wait to purchase new countertops!” a. Create a need

i. Educate customers on how countertops can increase the resale value of their home. ii. Do they have any life changes to come in the near future? • New parents or grandparents may want to get new countertops and introduce safety features such as rounded island corners to prepare for a new baby. b. Create an urgency to buy. i. Show the customer our promotional colors. These change every month. ii. Mention if your fabricator is currently having reduced lead times. c. Customers who purchase through our program receive a free 50/50 sink! d. Encourage customers to order ahead of holidays and events so their countertops can be installed beforehand. e. Remember to follow up with your customer at a later date!

OVERCOMING SALES OBJECTIONS 1. Listen

a. Actively listen to your customers questions and concerns. b. Listen to understand, not to reply.

2. Collect

a. Collect as much info about the project as possible

i. This will aid the fabricator when they go to the home if the customer purchases. ii. The more we know the better! iii. Gather information about future projects. Are the looking to renovate any other spaces? This is a great opportunity to get another sale! 3. Repeat a. Repeat back what they said to ensure you correctly understood their concerns or desires. 4. Validate a. Empathize and offer benefits of our program. b. Ex: I understand that it seems expensive, but when you purchase allen + roth you are also receiving the benefit of expert fabrication, grade A material, and warranties. 5. Ask a. Open ended questions will help you gather more info than yes or no questions would. 6. Prove a. Prove our value by telling them about a past customer, or how our brand is superior to other brands. b. Shoe the customer LTR Scores and positive reviews! 7. Follow-up

a. Follow up with potential customers. b. It’s never to late to capture a sale!

8. Anticipate a. Understand common objections and be armed with the answers and solutions.

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