Specialty Spotlight Resource Guide 2023

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.