and
Presents
4
.
Meet & Greet
Demonstrate, Ask Questions
and Listen
Qualify Needs &
Apply Benefits
Close the Sale
Robo-Pad Control
Panel
Frequently Asked
Questions
The Order Form
Contact Info
Sales Training Manual
There are two basic things we are going to learn today.
First, we are going to learn how to sell–anything, but
specifically the Elite Massage Chair.
Second, we are going to learn specifics about the product
you are going to be selling–the Elite Massage Chair.
We are using four steps in the selling cycle.
Step One
Step Two
Page 1 of 19
Step Three
Step Four
Page 2 of 19
Step One: Meet & Greet
Challenge:
• Most all people are coming to buy something—but not a
massage chair
• Opening on the weekend may be like a stampede
• Although the demographics of Costco is off the charts,
many people still struggle with meeting a budget.
• Many shoppers have time and commitment constraints
and cannot try the massage chair.
Solution:
• Whether the person will or even as the ability to
purchase a massage chair, we still want them to try it
and have a positive experience with our brand and
Costco
• Would you like to try our massage chair?
• Your wife looks like she needs a massage.
• I see all that stress, take a moment and get rid of it
You Try it:
•
.
•
.
Page 3 of 19
•
.
Demonstration:
•
Classmates demonstrate Meet & Greet
• Critique of Classmates
What Did You Learn:
•
.
•
.
•
.
Conclusion:
•
Be sincere, but also be friendly, outgoing with a smile
•
Don't worry if the Customer won't stop and try the
chair.
•
But do make a positive and proactive approach to the
shoppers
Page 4 of 19
Step Two: Demonstrate, Ask Questions &
Listen
Following is the approach to take when
setting up a Demonstration:
• The Customer will sit in the chair. It is a bit clumsy
because of the foot massage unit.
• Make sure they take their shoes off and if they have no
stockings they will have to put on a pair of ours. Ask
them to point toes so their feet will go all the way into
the foot massage unit.
• They usually will lean back automatically, but you
might have to adjust their shoulders and their arms.
• Tell them what you are going to do before you do
it.
• "I am going to adjust your shoulders. You're fine, just
relax."
• "Ok, now slide your arms in here. Do you have any
jewelry you need to take off?"
• Then pick up the controller (they will be watching you)
and say "I have turned the power on and the chair will
lean you back. This is a smart chair. The first thing it
will do is a full body scan, so keep your head and back
against the chair because it is going to measure your
body. The chair is determining where your neck,
shoulders and lower back are located so it can provide
an optimal massage specific to you.
Page 10 of 19
• Then say, "The chair has five preprogrammed massages
to chose from. The first is FINE for fine tuning, the
second is RELAX more relaxation in the muscles, the
third is for STIFFNESS for really loosening up stiff
muscles.” Set the timer to 5 minutes.
• The chair will now be massaging. Then you say, "This
chair has 13 motors, and 9 airbags, each one those can
be customized for speed, intensity, and air pressure to
meet your own needs and preference. You can make
them harder, softer, faster or slower. It is all up to you.
Then you have the ability to 'Save' the settings into
memory. There are three memory settings. You could
have a setting that you use after a workout or one just
before bed to relax. Or you could have your own
setting and your wife the other two." Open the control
door and show them all the settings available.
• Now let them relax. Tell them, "Now I am going to
recline you a bit more." Press the center button once.
Reality:
• Your job is to offer an alternative to a professional
masseuse. Show the members the benefits of the chair
so that in the privacy of their home they can learn all
the operations of the chair and how to have it solve
their problems. Experience of the deep tissue massage
will relax muscles, increasing blood flow to the entire
body, leaving you more alert and energized.
Page 11 of 19
Step Two continued: Understand Needs
Challenge:
• A great number of the people who will try the chair are
going to try it because of sheer curiosity. They will
want to find out if a chair can adequately perform a
massage and relieve stress pain and or discomfort.
You must be sensitive to their needs and then let the
chair sell its self.
• Some members will relate their problems to you
willingly and others may need you to ask them
investigating questions to find out their needs and
wants.
• Ask investigative questions and then…Have a great
listening ear.
• We want to help our Members have a Holistic and
Therapeutic experience.
Solution:
• Ask Investigative Questions and Qualify Needs
• Listen attentively
• Understanding: Share personal testimonial
• Educate: Share positive Facts, Studies and Info
Role Play:
Team up with one person and each take the time to
understand the needs of the other person. We will take a
few minutes to practice this.
Page 5 of 19
Group Demonstration:
We will cover some examples of investigative
questions and qualifying needs and discuss them class.
What Did You Learn:(Write down some examples of good
questions)
•
.
•
.
•
.
Meeting Their Need:
•
On the next page you will see articles on our website
that illustrate how massage can be beneficial and help
improve the quality of life for people with many different
ailments.
•
To help you gain more information, your home work is
to check these articles out on our website
(elitemassagechairs.com. Go to Search and type in
“Reflexology”. You will find multiple articles covering a
variety of health issues discussing the benefits of
massage. Please review a couple of them particularly
the one focusing on Reflexology.
Page 6 of 19
Page 7 of 19
What is Shiatsu?
Shiatsu is a holistic healing art developed in Japan and based
on traditional 3500-year-old oriental medical wisdom while
incorporating the principles of anatomy, physiology and
pathology. The theory of traditional Chinese medicine
proposes that energy, otherwise known as chi, qi (or ki in
Japanese), moves through the body in well-defined channels
or pathways known as meridians. Each meridian is
connected to an internal organ and carries the energy of that
organ’s functioning. Good health is reliant upon the
harmonious flow of chi through the meridians and internal
organs.
Shiatsu is a dynamic
body therapy in
which the therapist
interacts with the
receiver to restore
balance in the
energy system.
Imbalance, that is,
too little or too much
chi, can manifest in
various ailments, depending on which meridians are
affected.
Like most natural therapies, shiatsu is based on the
assumption that the body is a self-healing organism, and that
the role of the practitioner is to aid and support that naturally
occurring process. Shiatsu can assist an individual with their
self-development and self-healing; balancing the underlying
causes of a condition and addressing physical and
psychological functions; promoting health and strengthening
the body’s own healing abilities.
Although the word shiatsu translates literally from the
Page 8 of 19
Japanese as ‘finger pressure’, in practice, the thumbs,
palms, elbows, knees and feet are used to apply pressure to
various parts of the body. Pressure can be gentle or firm,
depending on the condition being treated.
Treatment may also include the use of flowing stretches and
gentle rotations of the limbs and joints, simple structural
alignments and muscle release techniques. On a physical
level this has the effect of stimulating circulation and the
flow of lymphatic fluid. It also works on the autonomic
nervous system; helps to release toxins and deep-seated
tension from the muscles, and can also stimulate the
hormonal system. On a subtler level shiatsu allows the
receiver to deeply relax, stimulating the body’s inherent
ability for self-healing and regeneration
The person receiving shiatsu remains clothed, or is covered
by a sheet and treatment usually takes place on a futon on
the floor.
The effectiveness of shiatsu in maintaining balance may be
supported with recommendations regarding diet, yoga,
meditation and exercise as part of an overall treatment
regime.
(from this link: http://www.staa.org.au/about/what-is-shiatsu )
Page 9 of 19
• Perception is always greater than fact! This means
that what you perceive to be true is truer than what is
factual. The fascinating facts are important, but what
the customer is feeling is truly what sells the chair.
• The chair sells itself!
Perception:
Here is a picture of what the Customer perceives in their
mind when they sit in the chair:
Notice the smile and peace and enjoyment.
In reality, this chair offers deep tissue massage, sometimes
there is discomfort when tension, and tight muscles are
relieved. The important thing to know is that a euphoria,
and sense of true relief follows. Remember, that the
intensity and speed of every function of our massage chairs
can be increased our decreased according to ones need and
personal preference.
Page 12 of 19
Step Four: Close The Sale
Challenge:
• A Sale does not take place until you ask for it
• Eighty percent of sales are lost because a salesperson
fails to close
• Understand that a "No" does not mean "No, I will not
buy this chair." Each time they say "No" they have
told you that they don't as yet have enough
information about the product or something else to
make a decision.
Solution:
• The first thing to do is to "Ask" for the order. In a very
basic way, it is asking the Customer, "Would you like to
order your chair now?" OR “You can see the benefits of
having this chair in your home, you just need to pick
the best color for your décor.”
•
Want or need for the chair is not the obstacle. Once a
member has had a chance to try this chair, they quickly
experience the benefits, and recognize that it is a
product of value that will improve their quality of life.
•
Most often, your true objection from members will be
their ability to fit it into their budget.
•
Here are some of the OBJECTIONS members may
have.
o They have to ask someone else
o They don't know which color to buy
Page 14 of 19
o They are not convinced of the benefits
o They are not sure that it is the best chair on the
market
o They are not sure that it is the best chair for them
o They are not sure it will last very long and be
worth the money
o They do not know about the warranty or the
Costco warranty
o They do not know how they will get it set up in
their 3rd floor bedroom or down the basement
steps
o They think the controls are too complicated
o They think they are too small or too big
o They are not convinced that it will solve their
problem
• And MANY MORE… But it is our job to find out what the
reason is and then to answer the objection.
• After you have answered the objection to their
satisfaction you then…
• ASK FOR THE SALE AGAIN
Closing the sale is a logical step in a professional sales process.
You first assure that the customer has no lingering questions or
objections and then you invite the customer to make a buying
decision. This should be simple, straightforward and stress-free.
Page 15 of 19
Remember Billy Mays
But WAIT! There's More!!!
Billy Mays knew that the first close would not work, so he
went back and back and back. It will work for you too.
You will hear this:
•
•
•
•
“I’ll need to think about it.”
“It’s too expensive.”
“Let me run it buy some other people.”
“Sounds good but I’ve already got one.”
What other objections do you think you will encounter?
Page 16 of 19
Ask for the Close:
One of the most powerful phrases in sales is “Based on
what you told me, this is what I recommend.”
• "It looks like you are having a very positive
experience. Every home should have at least one,
right? What color do you like best?“ said while
nodding and getting affirmation from the member
as they nod as well. This is a subconscious “yes”
and is a strong buying signal.
• Based on our conversation it sounds to me like
this chair will be a good fit for your needs, and
effectively improve your quality of life. I highly
recommend you take advantage of the Costco
Member price.
• Cost of the Robo-Pad is only $1.80 per day over a
five year period.
• If you got a massage once a week at $100.00 each,
the chair pays for it self in under 33 weeks.
• A professional massage can cost over $50/hr.
Designed to last over 17,000 hours of operation,
this chair can provide you with $850,000 of
massages over its lifetime.
• The Process Of Elimination Close. “Which model do
you like best?”
•
“So how does this sound? Let me get the Order
Form and we can get it delivered.
• The Either Or Close. “Do you like the Burgundy or the
Black better?”
• And of course my favorite, the Assumptive Close. You
assume they are going to buy so you get the Order
form, ask for their Costco card to get the number, talk
about delivery dates, etc.
Page 17 of 19
Additional note: The question “How much does it
cost?” is a great buying signal. This is an opportunity for
you to close the sale. The answer is $5,290.00…but the
Costco member price is $3,299.00. This is $1990.00 off
our normal price exclusively for Costco members only.
That price is well below the competitive price of other
comparable chairs. When you do mention price, don’t be
afraid that the chair is priced too high, say it with pride.
Additional note: People buy from people that they
like. So be friendly and try to go the extra mile. Make
them feel good about the purchase. They will tell their
friends about their positive experience and about you.
Additional note: Generally, the customer will have
given you signals along the way. Your job is to pick up on
those signals and ask for their business.
Additional note: SW,SW,SW. Some will, some wont,
so what. Some sales can’t be won because the customer isn’t
ready. That is Ok. Move onto the next Customer that may be
ready to buy.
Additional Note: There are no sales without
objections. Objections indicate interest. When the customer
brings up the objection, you pause, question for clarification,
and then answer the objection in such a way that the
customer is completely satisfied.
Additional note: Many times when the Customer is
not quite ready to buy, they want additional information.
Give them a card and invite them to come back. Leave the
door wide open.
I’d say more than half of them would come back ready
to buy within the week.
Additional note:
Page 18 of 19
Additional note: Sometimes they do have to go
home and think about it or research it.
Your customer should now have all of his or her
questions answered, and be able to make a decision. So,
make your offer through your customers' point of view.
Consider whether the product meets theirs needs and
delivers what it promises. If the answer is yes, then you've
got a sale. If not, keep the door open. They will most
likely be back when they're ready.
Remember, people do business with people they know, like
and trust. Spending time to build a strong connection with
your contact not only helps you both be more at ease, it will
also give you the opportunity to build a level of credibility
and trust that could translate into a future sale.
You came here as a Costco employee, but you will
leave as a important person who now has the opportunity to
improve the quality of life for many people over the next ten
days.
You are now a
Costco Elite Massage Chair Specialist!
Page 19 of 19
Robo-Pad
COSTCO FAQs on Elite Massage Chairs
Q.
Where are your massage chairs made?
A.
They are US designed, and our company is based out of
Evergreen, Colorado.
Q. How come I haven’t heard of you? I have heard of Inada,
Human Touch, Panasonic, Osim and Cozzia but not you.
A.
You may not have heard of us as we aren’t in many retail
locations, but the US Government has heard of us and uses our
chairs at Air Force bases, in military installations, and VA
Hospitals. We are in numerous chiropractic facilities including the
largest chiropractic clinic in the country, massage therapists,
universities, Microsoft, and some of the most prestigious medical
facilities in the country like AMA Laser Skin Care in Beverly Hills.
We are in some retail outlets like Relax-the-Back, Exercise and
Leisure, America’s mattress and furniture stores but those are
mostly located in the Midwest. They are privately owned and
have independently selected our chairs based on what they have
heard, how well they sell and their durability. We don’t actively
recruit retail outlets.
We are very excited to partner with Costco. We make a strong
team.
FAQ Page 1
Q. How long has Elite Massage Chairs been in business?
A.
Elite Massage Chairs entered the Health and Wellness
industry 13 years ago. They design all the chairs here in Colorado
for the US market. All they do is massage chairs and nothing
else. Their focus is only on designing the best massage chairs in
the market, and that has been confirmed by Consumers Digest,
2010 to 2013. We have now become leaders in the industry.
Q. Is financing available?
A.
Costco does not offer a financing option. However, if you do
not already have an American Express card you might want to
consider it. If you open a new American Express, you have 6
months interest free. And a Costco Executive Membership gives
you 2% cash back on your chair purchase!
Q. What is the covering? Is it leather?
A.
Elite chairs are covered with durable, resilient and long
lasting synthetic leather. The material is virtually maintenance
free, and has been conditioned to withstand the rigors of a
frequently used massage chair. This material does not need to
be conditioned, treated or moisturized and can be cleaned with
almost any product, other than alcohol-based products.
FAQ Page 2
Q. How much do the chairs weigh?
A.
The Robo-Pad is 290 lbs., the Optima is 220 lbs., and the
Integra is 190 lbs. They are all on caster wheels and are easy to
move.
Q. How do your chairs compare to . . .?
A.
The Robo-Pad compares to the Inada Sogno (at $8000) as
far as quality, features and functions. It also includes the
signature bottom of the foot roller that we initially invented with
the Optima and is now becoming more prominent with other
chairs. We only utilize the very best factories and that is why we
can offer a 5 year warranty at no extra cost. Some of the other
chairs that you may have seem at the mall or online may look
great on the outside and on paper, but our warranty says it all;
it’s all about quality.
Q. What is your warranty?
A.
5 years on all parts, electrical, mechanical and structural.
The only things that aren’t covered are the fabric, the power cord
(if your dog eats it), the plastic housing of the remote control (if
you step on it, etc.).
FAQ Page 3
Q. How does the warranty work?
A.
We provide web-based and phone support and in-home
house calls for free during the first 5 years. Parts and labor to
repair or replace the component is covered for 5 years.
Q. Is an Extended Warranty available for purchase?
A.
Our chairs have one of the best warranties in the industry, 5
years head to toe. Most Extended Warranties are available for a
maximum period of 5 years, which is our standard warranty.
Q. How long do the chairs last?
A.
Once again, our warranty says it all. Most massage chair
motors have what is called a MTF (Mean Time Failure Rate) of
around 500 – 3000 hours. Our motors have an MTF upwards of
17,500 hours. Which means, with normal use, our chairs can last
20 plus years and there is really no maintenance required.
FAQ Page 4
Q. What is 3D?
A.
In just about every chair the rollers in the back will roll,
knead and tap in an up and down motion on a fixed tract. In a
true 3D chair the rollers will not only roll, knead and tap but they
will also go toward and away from your back (up, down, in and
out). There are only 6 or so true 3D chairs in the US today and
the Robo is one. The others like Inada and Panasonic run $5000
- $8000. This will provide real time intensity adjustments for the
back massage. Don’t be fooled by others claiming to be “3D”.
Q. How does delivery work?
A.
We provide in-home delivery and setup. They will bring he
chair inside, up or down 2 flights of stairs, check for damage,
unpack and assemble wherever you like. There are some
restrictions. You have to make sure you have at least 30” of
width clearance and 60” of depth clearance all the way to where
you would like to have the chair placed.
FAQ Page 5
Q. How soon can I get it?
A.
Depending on stock and availability of colors, our
typical delivery is 7-10 business days.
Q. Suppose I change my mind; can I return the chair to Costco?
A.
Yes, it is covered under Costco’s normal return policy. Chair
must be boxed and returned to your local Costco. It is our
practice to take all necessary steps to ensure that you are
purchasing the right chair for you in the first place so that you
don’t have to make a return.
Q. What are the dimensions of the chair upright? Reclined?
Positio
n
Upright (w X
d X h)
RoboOptim
Pad
a
36.5”w X 53”h 32”w X 51”d X
54.23”d X
47”h
Reclined (w X 36.5”w X
32”w X 75”d X
29”h
86.5”d X
d X h)
28.5”h
Integr
a
35” w X 48”d
X 44”h
35”w X 72”d X
30”h
Q. How much power does the chair use?
If all functions are operating, the Robo-Pad uses 300w of
electricity, the Optima uses 200w, and the Integra uses 150w.
FAQ Page 6
L
COSTCO USE ONLY
Special Order Purchase Order
WAREHOUSE - - - - -
PURCHASE DETA ILS - To be completed by member. P lease print c learly.
Member Number:
_
Member Nome:
_
Ship to First Nome:_ -============== - - Ship to Lost Nome:
Urb Code·
(Applies to Puerto Rico only)
DeliveryAddress :
Suite/Apt:
Delivery Address·
Cashier_·- - - - - - - -
Date. : -- - - - - - - _
Validate Below Line
(If Applicable)
City:.
State:
Doy Phone:(
Zip·
Night Phone: (
)
E·moil:
Country:
)
_
_ _
Contact Nome:
How To Purchase:
1. Fill out entire Purchase Order for the item(s) you wish to purchase.
2. Toke completed form to the cashier for payment.
3. After validation, keep the pink copy for your records.
MODEL# AND DESCRIPTION
COSTCO ITEM #
QUANTITY
PRICE
TOTAL NUMBEROF ITEMS ORDERED
If you hove any questions regarding your order, please coll our
Special Order toll-free number a t 1-8 6 6-4 3 9-8 68 2.
Hours of Operation: 8 o.m. to 5 p.m. PST, Monday through Friday. Please leave a message ofter hours.
DELIVERY EXCEPTIONS :
Delivery is subject to suitable access. In the event suitable access is not available, the delivery agent
reserves the right to refuse delivery and Costco will refund purchaser's money in full.
Members a r e encouraged to take delivery promptly after receiving notice that the
product is available. Vendors and delivery agents a r e not permitted t o store product
for extended periods.
CUSTOM OR MODIFIED PRODUCT RETURNS AND REFUNDS:
I understand that I om ordering services and/or custom producl(s] manufactured to my personal and unique
specifications that cannot be canceled once work hos begun. Custom orders canno be returned or refunded ,
except for warranty repairI replacements due to failure to meet the specifications above.
_
Members Initials:
Please note: If you wish to cancel your order, please notify Costco within 72 hours of placing your order.
PURCHASE ORDER #:
RETURNS & REFUNDS:
For all returns of non·custom or non·modified product, coll the Special Order toll-free number at
1-866-439-8682 .
69 205 03
Depending on the status of your order, we will advise you whether your merchandise will be picked
up, or your shipment has been canceled. We will then issue an authorization for you to receive your
refund at any Costco warehouse.
I HEREBY CONFIRM THATTHEORDER WITH THE ABOVE PRODUCT{S) WAS DELIVEREDTO ME:
Dote:06ll0201 O'l/01
------ -
Signoture: ------------ -
WHITE- COltcoInput YELLOW- Vendor PINK- Member
11 111111111111 1
6920503
The COSTCO Order Form
There are a few things that you must know about the order form.
They are listed below, but the prior page is a copy of the form.
Remember, the Order Form is also a way to close the sale. Grab
the clipboard with the Order Form. Have it in your hands. This is
part of the "Assumptive Close".
What Did You Learn:
•
.
•
.
•
.
What do I fill in?
The Order Form shows the blanks that must be filled in.
• First and most importantly, you need to fill in the form and
not the Customer. You take the lead and get the
information.
• First get their Costco Card. The reason is that it has their
Costco number and their full name. You won't have to ask
them this information and you will get the spelling correct.
• On the form somewhere put any delivery instructions they
may have. There is space
below
Exceptions."
Order Form
Page"Delivery
1
• They do not need to sign the form, but you need to fill in the
date.
• You do not need to use the Costco UPC code, but you do
need to fill in the Costco Item #.
• Under the Model # and Description, use the information
under the Description on the card.
• On the line below the Model #, write in the color of the chair.
Although this is just an additional precaution because the
Item # gives the color, you want the Customer to see the
color choice they have made.
• Put the Warehouse # in and feel free to put your name
somewhere too if you want. Although many sales have a
couple of people who have actually contributed to the sale.
What do I do with the Form when completed?
This is very important because what you do next is also an
important part of the sales cycle.
• Once the form is filled out, take the customer personally
over to the checkout counter. Some of you can do the
checkout for the customer and if you can, ring up the sale.
• If you cannot run the cash register, call to the register
someone who can. The Customer will not have to stand in a
long line.
• If they have some items, they can check those too. If they
want to continue shopping, then just check the chair and let
them continue shopping.
What's Next?
• Thank the Customer and continue to make them feel like
they made a really important purchase that they will love for
many years ahead.
Order Form Page 2
• Then get back and sell another!!!
•
.
•
.
•
.
Order Form Page 3
Contact Information:
Dan Wilcox
951-941-6638
[email protected]
Elite Massage Chairs
29340 Industrial Way #402
Evergreen, CO 80439
Call us 800-592-0548
Support Extension 1
Sales Extension 2